Zendesk

Zendesk review

Komentarze: Business problem which I have solved with Zendesk are:-
1) Ticketing System creation for customer support and help.
2) Integration with multiple channels to help our customers easily reach us. Benefits of using Zendesk are so many but the most helpful one is the live chat support with ticket creation capacity.

Zalety:

The most impactful features of Zendesk is that one can create ticket and get customer support from around the web, which makes the support team of any company most powerful in managing a great repo, of the company and build trust in the eyes of the consumers. Initially it was not easy for me to use but after few training it became easy, we have to give time inorder to understand Zendesk. It was a little bit difficult for us to integrate it with our existing business.

Wady:

Zendesk is having almost every features ( as of the current demands and needs) for any ticketing platform. The UI of the platform was not easy for us cope up with at first glance but gradually it became our friend. It was a bit tough for us to integrate Zendesk with our business but we have trained ourselves to get it done inernally.

Overall good and feature rich customer helpdesk application but not for early startups

Komentarze: Overall zendesk is great helpdesk and provide multiple features that an enterprise need to handle huge customer base and track tickets and complaints on the go. They should think of support system in mobile app too. Also I am not much satisfied with their customer support as they couldn't resolve many of the issues like reviving a lost ticket forms due to mistakenly closed issues.

Zalety:

Their cloud application is really good and provide satisfactory uptime, makes our work more seamless while live chat with clients to solve a specific issue. Automation of ticketing mechanism is the best thing for me and my team, whenever ticket get generated it sends a mail to customer and when its get resolved or closed it again send automated mail to inform customer. And also I liked the quick addition of new manager or technician to the system without making much big changes in dashboard.

Wady:

Even I liked the features and automation, I have spent hours to learn the system as their dashboard is not so user friendly. For an early startup cost of this application is too high as there are features that they might not need.

Zendesk...Good but....

Zalety:

The ability to manage all reports from various customers

Wady:

The management of the hourly balance at the end of the month, management of too much complicity of the SLAs, management of confusing information

Good overall system for customer ticket management

Komentarze: Overall it has worked pretty well. On the user end, it's been marginally better than Front, but the reporting and integration functions have been better. It's way better than using a regular email program like Outlook.

Zalety:

What I like most about the software is the easy to set up automations. Overall it's easy to use for ticket management and response.

Wady:

What I like least is the lack of auto refreshing. Sometimes views would auto refresh but sometimes not, and it would usually take a while if they did. Also, the tag and macro systems are a bit clunky to use.

Implemented Zendesk in two organizations

Komentarze: Overall it was a good experience, they are a big company so the service can be a little bit flaky. My AM was not even aware of me.

Zalety:

Very easy to setup, native integration to gsuite. Nice free template used for the knowldgebase

Wady:

No nested tags or sburules unlike Freshdesk that have this capability but are less stable.