TrustRadius
Zendesk is a cloud-based software solution that offers help desk ticketing, issue tracking, and customer service support. It integrates with dozens of content management systems, customer relationship management tools, and web apps. Features include hosted support email-ticket integration, online forums, RSS and widgets.
Pricing starts at $1 per agent, monthly, featuring email ticketing and a knowledge base. The $25 Regular edition includes communities and surveys, and a custom domain. The recommended $59 per agent, per month Plus edition includes time tracking, custom reporting and dashboards, and an additional internal knowledge base; this edition's features represent the free trial configuration. Beyond this, the $125 Enterprise and $195 Enterprise Elite (per agent, per month) feature support and training, multibrand support, and other perks.
Zendesk, Inc in San Francisco was bootstrapped from its founding in 2007 to June, 2008, when it received its first round of funding. In May 2014 Zendesk went public. The company now employs over 800 people and supports over 51,000 customer accounts.https://dudodiprj2sv7.cloudfront.net/product-logos/uP/79/M1ENTDBQMJ5X.PNGZendeskAn Honest, End-User Review of Zendesk2018-10-30T20:37:26.028ZZendesk is used by 3 teams in our organization: Customer Success, Support and Product. It acts as a customer-facing support ticketing solution, enabling customers to submit tickets for specific service requests. Customer Success often leverages it as a tool to both engage with customers regarding support requests, and as a way to submit internal support requests or to report product bugs to the Product team. The Support team uses Zendesk to interact with customers regarding their support requests, and the Product team primarily uses Zendesk to manage bug or other product requests submitted by the CS team.,It is a great support ticket management system, and is fairly easy to use via direct ticket submission via the platform, and the ability to forward customer emails directly to the support queue is extremely helpful.
The ability to track ticket progress (last touch, etc) and communicate both internally with other departments and externally with the ticket requester within the same interface makes it easy to keep all relevant information in one place.
Zendesk's JIRA integration makes the bug management process very seamless for our organization.,One of the biggest issues we have with Zendesk is the lack of insight into customer history within their ticket profile. We often have difficulty getting context about the tickets that are submitted and unfortunately that increase handle time as we often have to dig through the customer's ticket history to get the full story.
It would be great to have a better feel for overall customer sentiment based on their support history and other account factors (e.g. product usage, etc), but without a "customer profile" within the platform, it's nearly impossible to get the 360 view that would really empower us to proactively solve their issues.
The ability to automate certain workflows (specifically those regarding internal tasks) would be fabulous, but without access to many actionable integrations, it makes this even harder.,7,The ability to track progress on customer support requests in one ticket reduces time spent with back and forth communications.
Unfortunately the lack of historical insight increase handle time, which negatively impacts overall service time.Carmen JohnsonOne of the best support desk apps money can buy2018-10-10T20:41:02.372ZWe use Zendesk is our customer support desk. Customers can raised support tickets within our application or via email which is sent to Zendesk. Our support team respond to queries from Zendesk. Other departments such as finance, sales and product can view support tickets and post internal comments to resolve queries. Zendesk helps us manage customer queries in a timely manner while ensuring no queries get lost.,Customisable ticketing engine - you can specify what fields should be filled on each ticket, if they are mandatory and customise what type of data needs to be entered. This ensures the right data is captured to assist resolve the query. It also means reports can be run from these fields.
Reporting and analytics - you can run reports based on the ticket data. This helps you understand what product features need to be improved or added, what new help content needs to be created, if particular macros need to be setup, efficiency of support team and more.
Integrations - Zendesk integrates with billing, CRM and other platforms so customer data is available in-app. This information assists the support team give the right information to the customer.,Make reporting easier - the reporting engine in Zendesk is very powerful, but at the same time, complicated to use. Would be good if they made creating reports easier.
Pricing - the pricing plans for Zendesk are quite expensive. There are a range of other systems which provide base level features that match Zendesk.,7,Overall, I would say Zendesk has had a very positive impact on ROI. If we tried to use free tools to manage support tickets, we would lose visibility of tickets, lack prioritisation, double handle tickets, misplace attachments/details and miss out on ticket reporting.,Freshdesk and Intercom,Xero, Chargify, Zoom, SlackNikhil GeorgeZendesk is our hub for knowing our customers and being customer driven in our business2018-08-28T21:38:25.459ZWe use Zendesk to manage our inbound technical support, account support, technical services and requests from our contact page for communicating with users. We gather how to, bug reports and improvement requests from our users and are able to solve issues and track requests through a variety of systems we have integrated with. It is the central hub of how we interact with our customers when they reach out. In addition to traditional ticketing, we use to to tag users for early visibility testing in various areas of our product as well as a portal to our entire company to view and see tickets related to issues we may be solving in other areas of our business. Management, Development, Customer Success, Sales, Marketing, Quality Assurance, and even with our trusted partners, Zendesk is how we measure and organize all of our communications from our free, paid and educational users.,Integration is amazing due to the number of partner add ins they offer with pre-built integrations to common tools like, JIRA, Slack, Salesforce, Hubspot, ChurnZero.
Extensibility into so many other areas of our business. Allowing us to build targets to accept triggered responses in a number of data formats from custom recipes allows us to make Zendesk update and notify other systems on demand in realtime avoiding costly polling automation scripts.
API and App frameworks are also very well implemented and provide a framework to build custom applications to call our Zendesk account to perform automation and updates as well as build specific tools right inside the product while our agents are working. This can be very helpful since they have a marketplace that allows many other services to also integrate here.,They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.,10,Zendesk allows us to manage a large influx of customer created tickets, auto generated tickets, customer success and technical service tickets with a very small core group of support agents. (able to ramp our tools instead of our headcount)
In our case 40% of our support can be solved in one transaction with the user because we have been able to integrate a number of tools to allow the user to submit screenshots and markup with detailed descriptions, extract their local system data and be able to send them on their way with a solution fast. (Quality submissions reduce the number of back and forth with the customer)
Zendesk is one of the special ingredients to our very high rated support response time. (Fast through put),,CloudApp, JIRA Software, Slack, FreshBooks, Gusto,100,1,Responding to feedback from users (ticket handling)
Integration into our bug tracking software to keep both the user and our development team on issues that are pending. This also allows us to close ticket once we push updates that address these issue on our service. Closing the loop from submission to closure is key.
Integration into other systems we already use like JIRA, Salesforce and other utilities like Slack and CloudApp.
Extensibility with Add on apps and the Apps Framework for adding in and building custom tools inside of Zendesk, mostly for agents.
API for automating Zendesk.,Custom integration built on top of their current JIRA integration allows us to keep both Zendesk and JIRA up to date and know how many customer tickets are attached to a JIRA issue. This continuous sync allows us to close the loop with users when bits are live on our service.
Our forum is also integrated into Zendesk so we can pull tickets from our forum into Zendesk and provide technical assistance when we need to take something off line.
Integration of our public voting site, which allows us to track users that are voting for improvements without having to submit tickets on their own.,It could expand to other groups as we grown to manage their business segment of tickets.
Having the API there is always new things we do to automate either ticket creation, update or communication to our users that are started from other tools in our organization
The sky is the limit.,10Lou GalloThe Pros and Cons of Zendesk - A Manager's Perspective2018-08-22T20:45:58.801ZWe needed an all in one support desk tool that would allow us to handle communication with clients from different platforms. We use Zendesk across the organization to maintain all communication with all our clients, both potential and existing.
Zendesk solved 3 big problems for us
1) System-wide accountability - being able to know who was working on a support ticket at any time and who it was assigned to. Previously, we had to rely on manual communication for this.
2) All in one communication - we are now able to have all our communication channels in one place, whether it be a website, email or social communication.
3) Customer resolutions - with Zendesk, the amount of time it took to resolve and address customer queries has been cut in half, we are now more efficient and able to handle queries better.,With Zendesk we are able to have a holistic view of which customers have been attended to. Zendesk's easy to use Inbox feature makes this easy for anyone to join the team and start working in support.
The integration with multiple platforms for communication makes this the goto Support Desk tool. We are able to have all our website, social media and email communication come into one location for all support staff to handle and see
Zendesk apps and plugins increase usefulness. Being able to add apps to our Zendesk makes it easier for us to do things like measure productivity, conduct surveys and share customer communication on channels like Slack
The ability to build your own Knowledgebase and have it on hand when answering customer queries is a life send. This alone is worth the monthly fees. As you can build up a Knowledgebase overtime and link to it on a website or through different communication channels.,Social media functionality is limited for example with Facebook, you cannot upload images (whether this a Facebook API limitation or Zendesk it leaves much to be desired. Also syncing between social media messages and Zendesk takes a bit of time.
Duplicate messages are frustrating when the ticket system is open and not assigned. While Zendesk does show all messages in an inbox, you have to constantly refresh the inbox to get the most up to date inbox messages. If there was a way to show when someone is selecting a message (in an open ticket setup), it would make Zendesk 10x better.,9,Using Zendesk has given our managers a more holistic view of the support desk process. Prior to this, most managers did not have any way of tracking or reviewing support desk resolutions.
Zendesk has improved our ability to handle customer queries. We are now more organized and aware of what channels our customers use to communicate with us and can handle more queries more effectively.
Our cost per support staff vs profit per supported user has been reduced. Previously we paid 30% more for subscription fees but with Zendesk, our cost has been cut and productivity has been increased across teams.,HelpSpot,Canva, Zoho BooksNathan SichilongoZendesk is a great ticketing system!2018-11-05T21:52:29.954ZWe create internal API's with our SaaS products to integrate with Zendesks ticketing action. The ticket allows us to track communications during a task/issues lifecycle. Tags help us to determine patterns with tickets. The Autoresponse feature is great because it serves as the first level of response to your client that you have received and are working on their request.,Autoresponse provides immediate confirmation to clients that you have received the request.
Lifecycle tracking for requests.
Easy to integrate with other software products.,Login can get hung at times.
More options with contacts.
The ability to see in-use API keys instead of needing to create a new one.,9,Working with Zendesk provides fast responses to clients and request resolution that helps to provide timely service for our clients.,JIRA Service Desk and Freshdesk,Freshdesk, Trello, HubSpot CRM, Zoho CRM, Zoom, Podio,9Kris Lambert
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Zendesk
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