Reviews (1-25 of 82)
- Ownership: Assigning tickets to agents and allowing them to follow through the entire process from end to end.
- Organization: Multiple teams can be in the same instance and tickets can be assigned between teams depending on which stage of the process it is up to.
- Ease: For both end users and agents. The end users can either just send an email to a designated email address or go in and use a preconfigured template in the landing page.
- Reporting: There are some additional purchases that can be made to increase reporting, however, I would like to see some more reporting out of the box.
- Statuses: It would be good if we could make our own Statuses as not everything fits into the preconfigured categories
- Add ons: There are plenty of add ons in the store but some of the more highly adopted should be rolled into the core build by default.
- The integration with multiple platforms for communication makes this a complete and effective tool.
- It has an excellent interface with tabs to view several tickets at once, with a design that is quite intuitive and works well in almost any browser.
- Provide real-time support to your clients and proactively initiate talks with visitors to your website.
- It has effective built-in telephone support for communication with customers.
- Price plans for Zendesk are expensive.
- Your analysis tool can be a bit complicated to use.
- You do not have the possibility to change the code that delivers the support.
- 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.
- Ticketing works great
- Following chat and email
- Few glitches in the system and great customer service when and if there is a problem.
- Adding admins to the software can be a bit of a hassle when bringing someone else on or taking someone off, I would prefer an easier way.
- The help center can be designed a little better. Especially with the chat indicator.
- Management of requirements or requests.
- The tool is customizable and easy to implement and use.
- We can automate our responses to our customers.
- Great flexibility in purchase packages.
- Should add response time according to the type of requirements or requests.
- Develop graphs by type of incident
- Have notifications every time you are consuming the time of a ticket
- Have video calls.
- Zendesk does a great job at constantly improving their product, listening to their customers, and releasing new features to make their customer's jobs easier and better. From their basic ticketing support, to live chat, talk, and even guides, they really have it all under one roof. They have good tutorials and a pretty active community to get help from if you need it. While support typically consists of straight-forward communication, there are times when incorporating additional agents in real-time would be helpful in more of a live chat setting as opposed to the "email" template where most communication takes place. That's not to say collaboration in ZenDesk is impossible, as that's not the case at all, but it's not always easy to determine whether another agent is acting upon a support request (can only tell when they are viewing a ticket).
- Great organization of tickets.
- Great customization.
- Easy to use knowledge base and alerts.
- I was very satisfied coming from an end users standpoint.
- I have no complaints or suggestions for improvements, really.
- 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.
Zendesk Review: "A great tool for small to medium-sized companies who want a robust tool to offer multi-channel support"
- Instead of using a developer's time to create a landing page for your FAQs, you can quickly and easily implement and update your FAQ/help center through Zendesk's Guide tool.
- Quickly and easily customize your customer's experience when interacting with your organization's support team. For example, you can update the automated response received upon ticket creation and the design of that email sent to customers from Zendesk's portal.
- Out of the box analytics for key KPIs. If you don't have much experience with this Zendesk's pre-built analytics will help you get an idea of how your support team is performing. If you want more robust reporting you can build it out with Zendesk's free Goddata analytics tool.
- The pricing is a tad high. Considering that they're a larger company I wish they'd offer the same account levels at lower prices.
- Their analytics infrastructure is good for basic reporting but I wish they had more robust options for advanced users, looking for more insight into their customers' inquiries.
- Keeping Track of Users in the system
- Keeping track of all of the tickets a customer has opened, sent in, or have been opened by a CSM for them
- Keeps a complete history of information regarding the tickets (which is extremely helpful when we have to research a ticket for a customer)
- The search function needs some help. It brings back too many returns
- It helps several users go in and see progress on different customer issues.
- It helps us tag and track issues to report back on different problems.
- It integrates well with our Google form warranty claim and allows us to process and solve our cases in an efficient manner.
- There isn't a good way to pass long Zendesk emails outside to non-Zendesk users.
- The tagging and sorting isn't the best - we need to do it by country and there's not a super easy way to do this.
- When we integrated Facebook chat, every time we would respond in Zendesk, Facebook wouldn't acknowledge it, making our response times suffer. We ended up disconnecting and continuing to respond directly.
- Organize by topic you care about
- Triage tickets to different team members
- Determine time and number of touches to resolution
- If a customer responds to the ticket, Zendesk reopens it. Ideally Zendesk could bucket responses that only say "thank you," and similar non-urgent replies
- The UI could be more joyful and fun to use. I'd like to see a gamification option.
- Easy to manage requests
- Easy to assign tasks
- Easy to manage communication
- Needs a smoother transition between admin view and submitting a ticket
- A way to view what a non-admin user is seeing
- Show preview of attachments if possible
- 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.
- 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.
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