Zendesk Suite Erfahrungen

Almost none configuration needed. API is a great way to develop additional functionality without paying for additional features

Reporting is very expensive, also each additional agent

The way it delivers the emails to the right customer support agent based on the query. We used to deal with a lot of customers and it is not possible for us to go with the G-mail to solve the customer queries and especially when there are a lot of queries with different categories. we have chosen Zendesk to segregate emails automatically and based on the query and also to which certain emails should fall. We have used the autoreply function for some of the emails where there is a standard reply. It is a pretty good dashboard to track the support tickets as well as team performance.

Not sure, as I didn't find any flaws in my usage time.

I had a good laugh when they advised me to use Google search instead of their own search tool.

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.

Excellent for query management. When managed as a ticket, there are no omissions and it is difficult to deal with duplicates. difficult to deal with duplicates. If you create a view correctly, you can easily understand the scope of correspondence for each department, and the reporting function is also important, so it is easy to look back.

There is a high degree of freedom in customization and several settings, but it is difficult to understand visually and takes time to learn. There is also a query response function, but where is the content of the response saved, where is the draft, etc. are difficult to understand.

the immediate response from a live chat. the support tickets seem to get replies to very quickly no matter what time of the day. the solutions aren’t always what we desire but the response is quick.

wish they offered better solutions to problems that arise. not sure if they are trained for our line of work or if it’s just a script they follow.

CRM & Ticketing is something that I love about this tool. It's easy to use and complements the efficiency of the customer support team.

It's an enterprise product; the cost is on a bit higher side but I guess it's worth it.

User and administrator coexist at this platform and work together to resolve thw issue easily and simultaneously.

It is like every other tool, a little expensive.

I like how Zendesk makes it so easy for customers to submit a ticket when they have an issue. Once they have submitted one, it's extremely easy for one of my staff to view and reply, they have made the process as simplified as it can be, it's great.

The only issue I had with the software was the price, which was why I moved away, but it it a great piece of software bar that.

What I like the most is the amount of time it allows to optimize in solving customer problems. live chat is the best.

The price is high if the use you are going to give to the tool is basic, it is recommended for companies with a certain growth.

They provides me a work flexibility deal with customer requests and their inquiries, and enabled to increase response rate and our organisation gets a positive feedback about our product and services.

There is no specific reason of least like but sometimes it takes weeks to hear back from anyone despite adding on urgent basis in somehow critical situation.

Zendesk is a great and organized space, with its features, the staff can organize everything related to customer tickets and inquiries, as well as live chat with them, self-service features, and also accurate documentation of all actions. I love how Zendesk's high-quality automation enables us to automatically track incoming tickets from customers and how we can customize an autoresponder to respond to them and also quickly distribute them to the responsible team member. I also like how all those times, the procedures that took place and the extent of customer satisfaction with the speed of response are documented within records, through which we can measure the ability of team members to respond quickly as well as the extent of customer satisfaction with that. I also like how easy it is to customize Zendesk in different languages ​​so that we can give the customer the space to choose the language that suits them and how easy it is to use it to answer customer inquiries and requests via SMS so we can expand our operations.

I haven't experienced any negative functionality with Zendesk, the user interface design is amazing, all the tools and tickets are easy to access, and the way tickets are coded is innovative and simplifies for the client as well as team members to easily follow.

It's a great cloud application with great uptime, and it streamlines our job while we're doing live chat with customers to resolve a specific issue. For my team and myself, automating the ticketing process is the ideal solution. When a ticket is created, an automatic email is sent to the client, and when it is resolved or closed, another email is sent to the customer.

Even though I appreciated the functionality and automation, I had to spend a lot of time figuring out how to use the dashboard. This application's pricing is too expensive for an early company since it has functionality that they may not require.

There is nothing Zendesk does that I don't like! The back-end user experience is the greatest I've ever encountered. The integration of Shopify and the capturing of knowledge is effortless. We've been using Zendesk Support for years and I'm sure we've only scratched the surface of what it can accomplish, but for a little business like ours, it's more than enough.

New feature requests should be implemented more quickly, in my opinion. I would also like Zendesk to manage all new implementation requests.

I loved Zendesk because of its features and thorough reports. However, I found it tough to use and far more difficult to produce reports than other CRMs and Helpdesks. Compared to other Helpdesks, the social analytics are similarly low. The Suite's triggers are among my favorites. One of the most important advantages for us is the sheer number of plugins and integrations available.

The difficulty of creating dashboards and the amount of time it takes to do so annoy me. Because of this, the dashboard might be a bit confusing at times, with data that are out of sync.

What I like about Zendesk the most is that it is the organized customer service implementation software that my colleagues and I have ever used. Whether it be the instant ticket number creation following a customer inquiry, or the instant automated email sent by Zendesk to the customer whenever a ticket is created such that the customer can follow up whenever necessary, it just creates less of an issue for the customer service department which is responsible for handling concerns and complaints. The process is very streamlined, the user dashboard in unbelievably user friendly and simple to maneuver, and the pricing is much more affordable compared to other services when considering the type of product we are receiving.

The only thing that Zendesk could further improve upon would be the time it takes them to implement their service into a business's existing framework for dealing with customer concerns and complaints. It is still e bit of a hassle to change digital customer service platforms from another provider to Zendesk, (and I feel Zendesk has more of a role to play in this transition), but it definitely is something that can be worked on and improved. Once the service is implemented, however, you definitely begin to see why it is worth it.

It is easy to use. When new engineers arrive, it is very fast to register them in the portal so that they can begin to attend support tickets.
For customers it is a tool that allows you to keep track of the hours that are billed according to the Tickets and even with the reports you can keep track of who reports and who fails to report.

The licensing scheme could improve.
In particular, we have two subscriptions to Zendesk, one for use by external clients and one for our internal users. For our internal users we do not require so many functionalities, only the basics, but among what we require is the chat service, only for this we have to jump to a subscription scheme that increases internal costs. Having this feature from the lowest script would be a good thing for us.

The format of the ticket interface lends its self to serving email based communications very well. At a glance I can easily see all tickets sent by a specific requester or business and prioritize based on the severity of the issues being described. The help center and chat button that can be integrated into custom applications can be a game changer when it comes to self service. Inbound and outbound call recordings are super critical especially for our finance team to ensure we have a reliable means of keeping proof of what was said.

The cost is ever increasing while they shift features away from lower tiers and pay wall them behind more expensive tiers of their service. We used to have rich analytics with Gooddata. Since they moved to building their own analytics add in a company has to be at a minimum tier of Zendesk and then purchase the Explore add in. From there someone needs to familiarize themselves with the add in service and create the data sets they need.

Zendesk's own support team's response time has become abysmal. It takes weeks to hear back from anyone despite adding words like "urgent" "critical" "time sensitive" in the subject line and the body. If you're get a response, you just hope it's comprehensive enough to solve the problem on the first try, but more often than not the support agents miss the point or gloss over the issue and provide a support article that doesn't help solve the issue. Getting tickets escalated to a higher tier on complex issues can take months to achieve. This is all very ironic from a company making money hand over fist and yet can't keep up with customer support demands.

Zendesk is quite easy to implement and is reliable. It is able to support what we needed in our organization for providing support to our customers (mainly our employees) in the HR space. At present, we implemented to support the employees' entire life cycle from recruitment to termination and even post-termination. Zendesk has the capability to integrate with other systems like Workday through APIs, where we can manage user creation, updates, deletion, and ticket management. They also have a built-in analytics feature where we can build queries and dashboards within Zendesk, enabling us to do ticket analyses and handle SLAs to improve our customer satisfaction.

The pricing is relatively high, given the limitations that Zendesk can provide, especially the licensing costs. We also experienced difficulties in reaching out to technical support. There were multiple times that the technical support would say that what we're asking for is not technically possible, but our developers were able to find the solution ourselves. Moreover, they don't have a way to support escalations whenever necessary. In managing security through user segments, the logical functions are quite limited which makes it hard for us to create complex rules.

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.

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.

Zendesk has a lot of features, and customizable templates, it's not that easy to use as other CRM, so it may required traning, however this is because the highly customizable settings, and options the products offers.

It's really easy to answer 100 tickets at the same time, using templates that will show the client's name and information,

Overall a really good product, a bit expensive, but it offers a lot of features which makes the product a good product and good benefit.

It can be very complex/difficult at certain point due all the features that they offer.

The best part of the Product is it has multiple channel support, nice api integration, automation and trigger is excellent which increases business customer support agents productivity, nice api integration, automation and trigger is excellent which increases business productivity as well.

Yes Zendesk has recently launched Explore as an analytical tool in replacement to their Insight analytical tool which is not up to the mark and much complex in comparison to Insight. Also their training and learning cost is High which should be reduced.

Gives you a central hub to handle support tickets (in my case, internal). Rather than handling issues faced by colleagues through e-mail or a chat program, thus, cluttering either up, you can sort it all away into a separate place. It usefully has both e-mail notification and Slack integration abilities, which means being aware right away when an issue is sent in. It also has the ability to link tickets from JIRA, so if an issue requires additional intervention from other teams, you now have that connection. Also useful is if you have some desire for anonymity (obscure/black box who specifically is handling issues), this will work far better than e-mail or Slack in providing that. There are also additional features such as stats and metrics, along with the ability to add tags to tickets, required fields, and macros to automate certain workflows. Again, if you are working extensively with handling issues of all manners, you will find Zendesk quite useful for you.

While the software does a good job of providing a central hub for managing support tickets, it has a couple of improvement points. The ability to not reopen a ticket if someone is simply thanking you would be nice, and one that has been requested a while that has never been implemented. Navigating the help center where you can write articles is a bit confusing to navigate and requires specific flows to get to view vs edit mode. Furthermore, the formatting tools you are offered for creating articles are quite limited, clunky, and awkward. If you want to write anything other than very bland and simple text, you'd be better off linking to an external site with better options, such as Google Docs.

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.

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.

The software functions nicely. It is very well put together. They make it easy to run a help desk.

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.

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.

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.