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3668 Bewertungen
- Branche: Computer-Software
- Unternehmensgröße: Selbstständig
- Wöchentlich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
Planx,ein Name der eine innovative und flexible Projektplanung betont!
Bewertet am 22.4.2023
Als langjähriger Nutzer von Zendesk kann ich sagen, dass ich von der Plattform insgesamt sehr beeindruckt bin. Zendesk bietet eine zuverlässige und fortschrittliche Lösung für Kundensupport, die alle notwendigen Funktionen und Tools bereitstellt, um eine hohe Qualität des Kundenerlebnisses zu gewährleisten.Die plattformübergreifende Verfügbarkeit von Zendesk, von Desktop bis Mobile, ist ein großer Vorteil, der die Arbeit von überall aus und zu jeder Zeit ermöglicht. Auch die hohe Flexibilität von Zendesk, insbesondere durch zahlreiche Integrationen mit anderen Tools und Anwendungen, hat mir immer geholfen, meine Arbeitsabläufe effizient zu gestalten.Nicht zuletzt gefällt mir auch das ansprechende Design und die benutzerfreundliche Oberfläche von Zendesk, die es mir ermöglicht haben, mich schnell einzuarbeiten und produktiv zu arbeiten.Natürlich gibt es auch ein paar Nachteile, die ich bei der Nutzung von Zendesk erfahren habe, wie zum Beispiel den teuren Preis für kleinere Unternehmen oder den begrenzten Speicherplatz, der manchmal eine Herausforderung darstellen kann. Aber insgesamt überwiegen die positiven Aspekte von Zendesk bei Weitem.Insgesamt bin ich begeistert von Zendesk und denke, dass es eine kluge Investition in das Kundensupport-Management ist. Die Plattform bietet nicht nur viele Vorteile, sondern ist auch eine zuverlässige Lösung, auf die ich mich verlassen kann.
Vorteile
Als Nutzer von Zendesk bin ich von der einfachen Bedienung und der intuitiven Benutzeroberfläche begeistert. Die Plattform bietet zahlreiche Integrationen mit anderen Tools und Anwendungen, was mir eine Flexibilität in der Nutzung ermöglicht und meine Arbeit erleichtert.Besonders schätze ich die Personalisierungsmöglichkeiten von Zendesk, mit denen ich das Kundenerlebnis optimieren kann. Das effektive Ticketverwaltungssystem und das zentrale Dashboard zur Überwachung von Supportanfragen sind unersetzlich in meinem Arbeitsalltag und erleichtern mir die Organisation und Bearbeitung von Kundenanliegen.Ein weiterer Pluspunkt sind die Analysetools und die umfassende Berichterstattung, die mir helfen, die Effizienz meines Teams zu steigern und somit auch die Kundenzufriedenheit langfristig zu verbessern. Insgesamt bin ich von Zendesk überzeugt und kann die Plattform jedem empfehlen, der eine zuverlässige und effektive Kundensupport-Lösung sucht.
Nachteile
Einige Nachteile, die ich bei der Nutzung von Zendesk erfahren habe. Einer dieser Nachteile ist der hohe Preis, der vor allem für kleine Unternehmen eine Hürde sein kann. Ein weiterer Kritikpunkt ist der begrenzte Speicherplatz, der mir in der Vergangenheit schon das ein oder andere Mal Probleme bereitet hat. Auch die begrenzten Exportmöglichkeiten und die fehlende Möglichkeit, eigene Templates zu gestalten, sind für mich Nachteile der Plattform.Insgesamt denke ich jedoch, dass Zendesk eine empfehlenswerte Kundensupport-Lösung ist, die viele Vortei
- Branche: Computer- & Netzwerksicherheit
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 8.0 /10
Ein sehr gute Software (Enthält viele Funktionen und Futures)
Bewertet am 20.4.2023
Sehr gute Software aber wünsche noch mehr Verbesserung
Vorteile
Echtzeit Benachrichtigung ist top, also hat uns als Team sehr gut geholfen. Außerdem hat der Software viele hilfreiche Tools, die man nutzen kann, um der Zusammenarbeit zu verbessern.
Nachteile
Von mir aus war kostet einbisschen höher als die anderen Software
- Branche: Kino & Film
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 8.0 /10
Tolles Programm
Bewertet am 11.1.2023
Vorteile
Es ist sehr einfach zu bedienen und macht den Kundensupport sehr einfach. Ein Kunde zwei Mitarbeiter? Kein Problem. Läuft reibungslos
Nachteile
Beim starten oftmals etwas langsam. Kann aber auch am Arbeitsspeicher liegen
- Branche: Gastgewerbe
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
Sehr zufrieden wir nutzen das schon seit ein paar Monaten
Bewertet am 31.10.2022
Wir sind vollkommen zufrieden und würden die Software weiterempfehlen
Vorteile
Dass man viele Möglichkeiten hat sich besser zu informieren um die Software besser zu verstehen
Nachteile
So viele Möglichkeiten können zur Orientierungslosigkeit führen
- Branche: Bau
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
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Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 8.0 /10
Simpel und Übersichtlich
Bewertet am 8.12.2022
Vorteile
Die einfache Handhabung und der gute Überblick der bereitgestellt wird
Nachteile
Die komplizierten Beschreibungen und Unterpunkte

- Branche: Finanzdienstleistungen
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Great platform for support and ticketing
Bewertet am 22.6.2022
Overall Zendesk is easy to use, interface and options are quite straight forward, response is quicker and easy to manage the logs/requests/tickets and users
Vorteile
I have had a good experience of working with Zendesk on daily basis considering the support platform for our internal users. I have liked the way so far how Zendesk generates alerts and how the ticket has managed the platform with ease of completing the task, attaching information, and keeping the log of the users and tickets.
Nachteile
Zendesk requires individual licenses for adding new agents though there should be some option to add a team within the same license but rather be limited to 3-5 agents per team under 1 license.
In Betracht gezogene Alternativen
FreshdeskGründe für den Wechsel zu Zendesk Suite
Zendesk cost overall was better than freshdesk and it was more user friendly.
- Branche: Metallabbau
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 0.0 /10
Need help from Zendesk? Forget it. Don't even bother.
Bewertet am 31.1.2020
Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.
Vorteile
The software functions nicely. It is very well put together. They make it easy to run a help desk.
Nachteile
The support, or lack thereof. If you need support for this software, they take a long, long time to get back to you. You better know what you're doing, because if you need to get a hold of them, I wish you the best of luck.
In Betracht gezogene Alternativen
FreshserviceWarum Zendesk Suite gewählt wurde
A couple years ago, Freshdesk was lacking in features. I recently discovered they updated their platform.Zuvor genutzte Software
FreshdeskGründe für den Wechsel zu Zendesk Suite
Features- Branche: Rechtsberatung
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 5.0 /10
Zendesk was the right solution for our company’s budget
Bewertet am 19.4.2023
Overall, Zendesk was the right tool that helped us with an influx of emails when we could no longer keep a regular inbox organized, workout breaking the bank. Even though we could have gotten a lot more out of it by upgrading our account, for what we spent we were satisfied.
Vorteile
The best feature about Zendesk was its ability to sort through tickets based on priority, as well as to adapt templates for our team depending on which type of tickets they were responding to so that they could be more efficient. We also liked that we were able to customize our package to fit our budget.
Nachteile
The self-service articles and help desk features were never easy enough for us to utilize fully with our customers, and therefore we had to rely on our own website and tools to help with recurring questions.
In Betracht gezogene Alternativen
GorgiasGründe für den Wechsel zu Zendesk Suite
Price- Branche: Kunst & Handwerk
- Unternehmensgröße: 11–50 Mitarbeiter
- Monatlich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 6.0 /10
Good support tool
Bewertet am 7.4.2023
Vorteile
I was in touch with zendesk as a consumer and the chatbot enabled me to quickly reach the support team of the company I was trying to reach
Nachteile
It can feel really "robotic" sometimes even though there is a real support team
- Branche: Verbraucherdienste
- Unternehmensgröße: 501–1 000 Mitarbeiter
- Täglich für 6-12 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
The ideal tool for customer service is Zendesk.
Bewertet am 25.3.2023
I'm using Zendesk since 7 months.
Vorteile
This tool performs incredibly well while giving clients a favourable response. We may use the macros and give the customer the resolution. Utilizing the tool is not stressful. Additionally, we can file emails in accordance with responses, much like open or pending tickets.
Nachteile
Nothing to dislike, Everything is perfect in Zendesk to provide a better resolution to the customer.
- Branche: Outsourcing/Offshoring
- Unternehmensgröße: 1 001–5 000 Mitarbeiter
- Täglich für 1-5 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 3.0 /10
Poor tool for internal communication
Bewertet am 20.2.2023
Vorteile
You could add as much details to a ticket, however, it is not a good platform for internal communication between teams
Nachteile
It treates every message interaction as a a whole new ticket. It does not allow one to create group chats, or rooms easily
- Branche: Konsumgüter
- Unternehmensgröße: 1 001–5 000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Effective in speeding up response to customer requests
Bewertet am 6.4.2023
Zendesk has helped us automate processes and respond faster to client requests. Its detailed information has helped us improve operations.
Vorteile
Zendesk's organized platform helps our staff manage client tickets, questions, and live chats with self-service capabilities and extensive documentation. Its high-quality features let us easily follow up on client tickets, assign automated responses, and promptly distribute them to the right team member. Zendesk's tracking and reporting let us measure the team's reaction time and customer satisfaction.
Nachteile
Zendesk has been trouble-free. Its ticket coding and simplification make it straightforward for customers and team members to follow.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 501–1 000 Mitarbeiter
- Täglich für 6-12 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
The Best Customer Service Tool
Bewertet am 10.4.2023
In addition to these core components, Zendesk Suite also includes other features such as integrations with popular CRM (Customer Relationship Management) systems, customer satisfaction surveys, analytics and reporting, and a variety of customization options to tailor the system to specific business needs.
Vorteile
Zendesk Suite is designed to help businesses deliver exceptional customer service by providing a unified and streamlined support experience across multiple channels, including email, chat, phone, and self-service portals. It is widely used by businesses of all sizes, ranging from small startups to large enterprises, in various industries such as e-commerce, technology, finance, healthcare, and more.
Nachteile
Cost: Zendesk Suite is a premium software solution, and the cost may be prohibitive for small businesses or organizations with limited budgets. The pricing structure of Zendesk Suite may not be feasible for businesses with low customer support ticket volumes or limited resources to invest in a premium software solution.
- Branche: Strafverfolgung
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 8.0 /10
Great Product
Bewertet am 18.4.2023
Vorteile
Great ticketing system for Customer service and technical support.
Nachteile
Sometimes when a ticket is created the email does not go to the customer.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 7.0 /10
Zendesk Suite is a great option
Bewertet am 23.5.2023
I've had a great experience with Zendesk Suite, they have a massive library of documentation and a helpful support team.
Vorteile
Zendesk is incredibly simple to implement on our site for customer support requests. It's easy to publish help articles into the knowledge base, organize them with categories, and insert them in support tickets as quick replies. The knowledge base/help articles are very basic as far as formatting options, which I happen to prefer.
Nachteile
More customization of the web widget search functions, view, & fields.
- Branche: Informationsdienst
- Unternehmensgröße: 1 001–5 000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
Zendesk is a powerful CRM tool that totally worth the price.
Bewertet am 23.4.2021
Zendesk provides a good ticket management system, knowledge base platform (hosting documents) with security-based permissions and insights. Comparing to competitors such as Freshdesk or Jira, even though they are cheaper, they can't provide the functionalities that Zendesk provides. Zendesk allows us to perfectly track our cases, analyze the performance through insights allowing us to understand what we have to improve in order to improve our customer CSAT.
Vorteile
I like Zendesk's robust ticketing capabilities. Despite its high price, it's an extremely powerful CRM tool when compared to competitors. Zendesk allows customizable business flow, analytic capabilities, and a knowledge base platform that can be utilized for operational optimization. Zendesk is also capable of integrating with other systems such as Workday through API.
Nachteile
Sometimes, I felt that Zendesk has a lot of limitations. For example, when creating business rules, you cannot use the AND and OR function, it's either AND or OR per one business rule. When utilizing Zendesk for internal use, Zendesk still lacks lots of functions such as conversation history, child-ticket, and etc. Even though some of them are already available on Zendesk Marketplace, these add-ons should be free rather than asking us to pay extra for them. Also, the technical customer support is not that useful. Zendesk pride in having 24-hours technical customer support when compared to competitors but out of 10 cases that I asked for, only 1 or 2 cases the technical customer support could help me. Most of the time, our team fixed the issue by ourselves.
In Betracht gezogene Alternativen
FreshserviceGründe für den Wechsel zu Zendesk Suite
Zendesk is easy to use, even though it is expensive, it is better than most products.- Branche: Gastgewerbe
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Fastest way to connect and interact with your website visitors!
Bewertet am 5.12.2019
A wonderful tool to have on our Resort website! This tool has helped my team and myself close sales in less than 15 mins. Definitely a great tool for support as well. It's a faster and convenient way for clients to reach out to us and get information which leads to great costumer service! My team is very satisfied with Zendesk Chat and we look forward to its continuous updates! It is part of our sales & support team! Keep up the good job!
Vorteile
That our clients can visit our website and ask questions right away about our services and our team helps them I'm purchasing the right services there and then! We can see clients who visit our website and we can interact with them and offer assistance. My team has closed sales just by chatting with clients, which makes this a wonderful tool! We are very pleased with this service.
Nachteile
My team is very happy and pleased with this software! We have no complaints. It's very useful as it helps us provide instant support to our clients. This is part of our sales team!
In Betracht gezogene Alternativen
LiveChatGründe für den Wechsel zu Zendesk Suite
We found Zendesk to be a feature rich tool and was the best fit for our Resort website. We certainly don't regret having chosen Zendesk!- Branche: Computer-Software
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 0.0 /10
Cost More While Providing Less Than Competitors
Bewertet am 8.9.2022
For a company that specializes in customer service, they are a joke. It takes several days to get a response from someone, you will never get support from someone in your time zone so when they do respond, it will be during overnight hours. They also will not have a phone number or post their working hours in their signatures. They don't even use their own product correctly-- I have received emails showing one name in the "From" line and a totally different name in the signature. Their automations will also send at inappropriate times-- I responded to an agent's request for more details, the agent responded and stated that they are working on the issue. Soon after, I received an automation stating they haven't heard from me and are closing the ticket.
They will also try to charge you to get your data exported. Don't fall for it! There are free programs that will do this for you quickly and easily, including all of your Knowledgebase articles and the images associated with them. When importing to another system, you will need to reinsert the images within the articles because they are no longer hosted on Zendesk but the free export programs offered by competitors will name the files in a way that makes it clear and easy to identify which image goes where.
Vorteile
I had a good laugh when they advised me to use Google search instead of their own search tool.
Nachteile
The features are limited and sales will mislead you to believe that they help you get started. They neglect to mention that there are additional costs for certain features that they tell you are "included with your subscription", and the training options are insane. They charge $350 for a 10 minute video that didn't even answer one of my questions. Fortunately this cost was waived for me after going through 2 account executives, a sales manager, and 2 support/training specialists (calling themselves developers) over the course of 9 months while trying to get a simple answer about how to use and report on Tags.
- Branche: Umweltdienstleistungen
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
A very flexible tool
Bewertet am 14.1.2023
ZenDesk is a solid cloud-based tool and very good value for money.We operate it since 2015 and it doesn't give us many problems, we probably not using it to its full capacity as it is mostly used as a dispatch tool hooked up with online forms.
Vorteile
Deployment is quick.A development test bed is available for an extra fee.The search is very accurate.Good selection of ready-made APIs.Flexible API templates.Many useful add-ons in the marketplace.WYSIWYG is stable and allows sandboxing.Scheduling of holidays is taken care of out of the box.Very customisable.Nice and rich reporting engine with good selection of export options.
Nachteile
The settings section is now separated from the main product; why?In previous versions, the settings were under the same window as the product making changes a breeze, now it's clunky with more buttons to push.Human help is not great, phoning help is almost impossible in the UK.When you get someone to call you back the support is not bad though not always aligned with standard 9-5 working days.Many help pages are dated.
In Betracht gezogene Alternativen
SolarWinds Service DeskWarum Zendesk Suite gewählt wurde
We needed a pure-cloud product and an easy way to hook up to Microsoft 365 and Azure AD, which wasn't possible with the previous suite we used from Solarwind.Zuvor genutzte Software
SolarWinds Service DeskGründe für den Wechsel zu Zendesk Suite
Customisation and cloud capability.- Branche: Rundfunkmedien
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Weiterempfehlungsquote 8.0 /10
Comprehensive and User-Friendly Help Desk Solution
Bewertet am 25.1.2023
Overall, I've been very pleased with my experience using Zendesk Suite. It offers comprehensive customer service capabilities that are easy to use, making it a great tool for customer service teams. The only downside is the limited analytics capabilities, which can make it difficult to measure the success of customer service initiatives.
Vorteile
Zendesk Suite is an excellent help desk solution that provides comprehensive customer service capabilities. I appreciate how easy it is to customize the platform to fit my business's specific needs. The user interface is intuitive and straightforward to use, making it a great tool for customer service teams. I can quickly configure ticket routing, automate mundane tasks, and create personalized customer experiences.
Nachteile
One downside of Zendesk Suite is the limited analytics capabilities. While it does provide basic reporting tools, it lacks more advanced analytics features. This can make it difficult to measure the success of customer service initiatives.
- Branche: Marketing & Werbung
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 9.0 /10
Market Leader in Ticketing Software (Probably)
Bewertet am 6.1.2020
Overall, Zendesk allowed us to create a new ticketing platform and process for the business. Its integration with Slack drove great user adoption and encouraged submissions. This platform allowed us to report on the most common IT and biz ops issues at our org while allowing "agents" to service and help the team effectively. It's pretty ideal that you can manage your workload, triage requests, and reply to folks all in a few clicks. It's really all-in-one if you integrate with your CRM too.
Vorteile
Top features for me in this tool were the GoodData reporting flexibility, ticket automation, and clean user experience. We didn't leverage the knowledge base, although being able to click to directly create an article after a ticket submission seemed like a slick feature.
The ability to add lots of custom fields of varying types, create automation based on those fields, and rout tickets to end users was key. There's great flexibility in what you can achieve between the user permissions, user groups, and the form/landing page as part of the tool.
Nachteile
Some of the out of the box reporting seemed a little bit wonky in comparison with what I would pull in the GoodData insights area. Honestly, very few cons about Zendesk, although the price is a bit steep for a ticketing platform. This being said, though, it's very powerful and you get what you pay for with software.
Gründe für den Wechsel zu Zendesk Suite
The clean user interface and many features. It was less clunky/old school than some of the other options. Integration options for Zendesk were superior.- Branche: Anwaltskanzlei
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 1-5 Monate genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 7.0 /10
Has a Lot, but Surprised By What it Lacks
Bewertet am 9.9.2019
Their customer service is wonderful and they'll bend over backwards for you, but the options I found that were absent (at even the highest, most expensive levels) really made me disappointed. They are able to track UTM codes which is great if you're using Google Analytics, but if this isn't a concern of yours, I highly recommend searching for a more affordable alternative with more customization. They're out there.
Vorteile
The implementation is incredibly easy, and there are multiple installation tutorials available online for users. However, tutorials for anything beyond basic set-up and basic customization of the chat button are hard to find, and you have to go up several levels of help to get solid answers if you're really looking to customize it for your operators.
Nachteile
The absence of common-sense features I had gotten used to from our previous platform. Options such as "Round Robin" routing are not available unless you go for the high-money level usage, and options like having the platform automatically switch the operator to "away" whenever their computer was locked or on screensaver were absent. Their auto-idle kicked in if their window was idle, even if the user was still using the computer, which makes it frustrating and pointless.
Warum Zendesk Suite gewählt wurde
We needed to track UTM codes from Google Analytics and Provide Support was unable to do that at the time we switched. Full disclosure: Provide Support says it can now track UM codes, but we've run into roadblocks when testing it.Zuvor genutzte Software
Provide SupportGründe für den Wechsel zu Zendesk Suite
The ability to accurately track Google Analytics UTM codes, price, and features.- Branche: Finanzdienstleistungen
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Gesamtbewertung
- Bedienkomfort
- Weiterempfehlungsquote 6.0 /10
Easy Inter-team Communication and Customer History
Bewertet am 21.8.2019
I can't stress enough how easy Zendesk makes it to pass tickets back and forth between people and teams. My team gets a constant flow of tickets and we are able to keep them organized by time, urgency and topic. All customer emails and voicemails that are incoming to my department are received in Zendesk and it's very simple to either respond or make a note and pass along the ticket to the correct person. Zendesk contributes enormously to my company's efficiency and overall organization.
Vorteile
Zendesk allows my team (the accounts receivable team) to work seamlessly with the customer support team. On a daily basis, we pass tickets back and forth to accomplish both simple and more difficult tasks for our customers. The majority of our customer emails, voicemails and recorded calls are logged in Zendesk, so it's easy to search the history of any given customer to find out what they have contacted us about and who helped them. Zendesk makes it super simple to switch back and forth between emailing and making internal notes. A single ticket can contain customer-facing communication, a phone call recording and employee-only notes, all of which are vital to managing our customer accounts.
Nachteile
There are really only two things I don't like about Zendesk. First, I don't care for how it looks when two or more tickets are merged together. Instead of logging emails and notes from oldest to newest like a chain of events, Zendesk collapses one ticket into the other and you have to open both to see everything. It's just a little difficult to understand visually. Second, my company used to use a similar system called Help Scout and it was able to tell us when a customer had opened an email from us. Zendesk is not able to do that.
- Branche: Medienproduktion
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 8.0 /10
Unparalleled Suite of Tools for Customer Service & Support: Zendesk Suite
Bewertet am 28.1.2023
Overall, Zendesk Suite is an excellent customer service platform. It is easy to use, comprehensive, and allows us to quickly and efficiently manage customer interactions. We have been very happy with the results.
Vorteile
Zendesk Suite has been an invaluable tool for our business. It's intuitive, easy to use, and provides a comprehensive suite of customer service and support tools. From automating tasks to creating help centers and chatbots, it's become the go-to platform for managing customer interactions.
Nachteile
Although Zendesk Suite is a great tool, it can be a bit pricey for smaller businesses. Additionally, there is a learning curve to using the platform, and it can take some time to get used to the different features and tools.
- Branche: Marketing & Werbung
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Gesamtbewertung
- Preis-Leistungs-Verhältnis
- Bedienkomfort
- Kundenbetreuung
- Weiterempfehlungsquote 10.0 /10
Communicate effectively with your customers, ¡Use Zendesk!
Bewertet am 5.2.2020
Zendesk, has helped me to perform better the solution of any problem that our clients may have, has given us the possibility of creating automatic responses, through different forms of communication, thus, it has made my work so fast and easy. Its reporting function is also really very beneficial, to see what the trends are, in sending emails to our dissemination team. Zendesk, has a great possibility to gradually increase the functions of our companies, helping us to move towards success, in a reliable and safe way.
Vorteile
Zendesk, is a reliable application, your ticket collection and autocomplete form is always available. In addition, it helps us resolve inquiries about calls, through your help in responding to the distinctive clientele of different media channels, and having them move through help guides before they can engage in a conversation with managers. I like Zendesk because its tools are necessary for effective management towards the guest, they facilitate the alternation of emails and take internal notes, in addition to recording telephone calls and voice memos are only for employee use. All your tools are vital to manage the accounts of our customers. It is highly recommended, a satisfied customer is one more achievement.
Nachteile
The main drawback of this skillful application, is that its long-lasting features and simple to implement, are requested by customers through the community, are not added to the product, the user interface is not one of the most attractive that exist , although it presents all the functionalities implemented at the same time, so enough time is spent to fully familiarize yourself with this software and make the most of its performance. Several changes can further improve workflows or provide better interaction between the company and the clientele. Your online training is not the most complete because you do not have fasting forums or personal training. There is no free trial available to test the software before you are told to opt for a paid plan with all available features.