- 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.
- 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.
- 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.
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.
- 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.
- Nice GUI
- Easy filtering
- Easy to see how a certain issue was handled and communicated to the customer
- I'd like to immediately see "my issues" on top
- i'd like it to auto-remember where I left it
- GUI still little clustered.
it's less good in helping you focus on new items, or only "your" cases.
- Organize help tickets
- Keep customer up-to-date
- Allow experts in different fields to handle certain clients
- Integration into SFDC could be better
- While you could have canned responses the ability to easily share was not clear at the beginning in order to share best practices if they were personal responses vs. public.
- Being able to assign different tickets to different users on Zendesk
- Being able to write private messages before making them public to the person requesting
- Being able to cc users on tickets
- Seeing the cc'd ticket in your queue
- Better mobile functions - while I love having the app on my phone, I feel there could be additional features that are on the desktop version added to the mobile version, but I am aware that's a huge task!
- Load time is sometimes long for tickets - could be my browser but i've noticed lately it's a little slower.
- It worked seamlessly with my email account.
- I was able to mark whether or not an order was fulfilled or pending.
- I was previously only handling requests via email, Zendesk helped put things in order for me.
- Notification feature to your email when something hasn’t been addressed that you may have missed.
- The support ticketing can sometimes get confusing at first glance if you are new to a this kind of program.
- I do not enjoy when others in the organization were able to interrupt or answer a customer. I think roles should be able to be assigned and only designated to the person who is helping accisplercumless otherwise said.
- Tracks tickets, time, and organizational leaderboards so you know how time is being spent.
- They provide a pretty phenomenal mobile app that makes it easy to keep track of assigned issues even if you've stepped away from your computer.
- Built-in chat and phone calling make it simple to connect with others without needing to switch apps.
- There are a couple items in the UI that are a little confusing, namely the "Play" button. From what I can infer after attempting to use it a few times, it appears to take you through your active tickets one by one and allows you to read or update them in some order (maybe last touched?). Hard to say if that is useful or not.
- It could be easier to get into the administration area. As of now, if you are an admin in Zendesk, there are additional controls and menu that appear across the page, rather than in one central menu. Without context, you have to go through each icon and determine which of them are for end-users and which are for admins.
- I have not figured out how the system decides what ticket to display when you hit the next (>) button. To me, it seems like my next active and assigned ticket should appear--if there are none, then that arrow should go away. What ends up happening is that I enter a view, look at the list, click the top ticket, and click the arrow. Sometimes I end up on the next ticket in my view, but more often I end up in some other view or queue. Tool tips would alleviate this issue altogether.
- Metrics. The analytics that come with the dashboard are really helpful for managing your team.
- Reminders and timelines.
- Tags. They help you stay hyper-organized.
- Convoluted dashboard. It isn't the most intuitive dash. It takes many clicks to try to find what you're looking for.
- When you attach someone to a ticket, but later take them off the correspondence, they are automatically added back on.
- It's a great tool for ticketing and tracking customer interactions.
- It has a huge amount of customizability. Almost too much in some cases.
- Because every business needs to use Zendesk in their own context, the tool isn't immediately understandable. It's quite complicated in many ways.
- The biggest area for improvement would be analytics. The current Zendesk analytics platform is quite bad.
- Incoming request tracking and assignment via multiple channels
- Ticket processing and communication, macros, workflows
- Categorization and reporting
- User management
- Lots of integrations + API
- Slow UI
- Not easy or intuitive to learn, requires significant training time
- Mobile apps contain some bugs
- Zendesk allows us to see the life cycle of a specific customer and all of the issues they have run into.
- It enables us to quantify the issues that our customers are running into so that we can create better training materials going forward.
- The live chat option inside of Zendesk makes it easy for us to manage the conversations with our paying customers.
- The customer facing chat application is not very "pretty". I think that it could be improved upon immensely.
- Zendesk's integration with Salesforce is not very straightforward and requires a solid amount of work to set up.
- It would be great to be able to tie inquires into the company that aren't necessarily support related. For example a sales conversation request.
- Allows us to create separate access for all the different organisations we have as customers
- Provides a place for us to display FAQs and tutorials videos which can be locked down to be client specific
- Allows us to set SLA response times per client that we can easily monitor
- Standard reports as well as allowing you to build you on reports
- Out or hours set up, allows us to plug in our working hours
- Having a customer friendly app, currently, only agents can use the app
- More levels of admin access can be quite restraining
- CMS could be easier to use
- When updates are made some cause issues with macros that are set up to respond to tickets
- Easy to use. It helps to save time when solving customer tickets.
- Great integration possibilities. There are lots of ways to expand Zendesk functionality with other tools or connecting with a CRM.
- Powerful analytics.
- Reporting part is a bit slow.
- Chat window directly on our website.
- Easy to use, aesthetic and moreover affordable
- Automatic message to facilitate recurrent questions
- Sometimes when you log out it doesn't work. The service stays available on the site web even though nobody is there to answer
- It is very flexible and customizable. Very fast and easy to use.
- The support levels are fantastic. Easy to submit support tickets and get help when needed.
- User experience is clean and intuitive. Does not require a lot of prior knowledge in order to set up and run effectively. The platform is very smart and dynamic.
- The mobile experience is not great. Would love to see a revamped experience that is more mobile friendly and responsive
- It is a pretty expensive solution. While it is worth the cost it doesn't come at a cheap price tag
- Automated rules and routing to ensure the right people get the right information at the right time.
- Analytics offering allows us to track data over time and gives us extremely customizable data points to tie in with different areas of the business.
- Zendesk has multiple integrations that allow us to plug into different areas of our tech stack.
- Zendesk support hasn't always been the timeliest in follow up, or finding a resolution.
- The Community offering is extremely limited and lacks the level of customization that is present in other areas of the platform.
- The analytics might be too flexible. Can be tricky to pin point what it is exactly that you're trying to report on.
Zendesk can also be used for multiple internal request scenarios. That being said if you need to go beyond a request and resolution system you may need to work elsewhere as the collaboration efforts may not suit your need.
- Ease of system administration and set up. It's easy for administrators to set up and support Zendesk to meet the majority of business needs.
- Customer support. Zendesk provides easy accessibility and quick support when we need them the most.
- Enhancements - Zendesk is continually improving their system which gives you hope for new functionality to help and enhance your current support processes.
- Limited functionality - Compared to some of the competitors out there, Zendesk has a long way to go, offering limited functionality such as advanced trigger logic, the limited use of the CC field, and the lack of integration between their chat and ticket reporting.
- Analytics - Reporting is only based off of ticket fields and hardly anything else. This makes it hard to really track agent productivity and more importantly, it is hard to integrate into your business intelligent systems.
- Roles and Permissions - Creating roles and permissions is very limited. I would like to have more control over what users can and cannot see within the user interface as well as access to functionality.
Due to the customizing limitations of permissions/roles, and the lesser flexibility of this system compared to some of the major players such as Salesforce, it's harder to implement for a larger organization that needs very specific configuration and individualization for their use-case/department.
Lastly, analytics isn't a strong point, and this is crucial to the success of your business when looking at ROI for utilizing this system.
Zendesk Scorecard Summary
Feature Scorecard Summary
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.
Zendesk Technical Details