Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and integration with applications like Salesforce and Google Analytics. Zendesk is used across a wide range of vertical markets including technology, government, media and retail, from small to large.
Zendesk’s online customer portal helps support agents to keep track of tickets raised and their status. Customers can go through existing tickets to find answers from queries similar to their question and if not satisfied, customers can raise their own tickets in the portal. Zendesk also offers branding of support pages with business logos, themes and brand images.
Zendesk allows businesses to build a knowledge base to address some of the most prominent and repetitive questions, so that customers can go through the basic set of queries asked in general. Using Zendesk, businesses can also set up an online community where their customers can post queries and reply to ongoing discussion threads.
Ashley E. Especialidad: Tecnología y servicios de la información Número de empleados: 1001-5000 empleados
I have had several smooth years using zendesk and really love using it for every ticket incident I have to resolve.
I can manage my tickets with ease using Zendesk. It provides me with the perfect user interface to easily navigate between all my tickets and incidents. This tool is also widely used making it great for training new colleagues and customers to use this for internal systems.
The software is great however it can take a couple of hours to get used to the flow of tickets and interfaces in comparison to some other CRM software. Once familiar this is not an issue.
Ted F. Especialidad: Minería y metalurgia Número de empleados: 51-200 empleados
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.
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.
Usuario verificado Especialidad: Tecnología y servicios de la información Número de empleados: 51-200 empleados
I love Zendesk. I suggest it to everyone to use. It's not robust like Salesforce but worth the investment.
The product is so easy to use. You can integrate any software to it to make your support processing streamlined and simple. We integrated JIRA, Slack, Gmail and TalkDesk. Zendesk also allows you to create a knowledge base within the system.
Setting up automations can be difficult, but rewarding once you have the process down. Also, searching for previous tickets for reference can be tedious and all over the place.
Usuario verificado Especialidad: Servicios financieros Número de empleados: 13-50 empleados
Customer support is terrible, they do have an unqualified customer success team. We requested a feature and it took them over 5 months with emails back and forth to let us know they can get it done. When i tried to cancel the contract they said we can not cancel it because you have another 1 year on a contract which was incorrect. the success manager was still thinking we are in 2019 after i pointed that out they still refused to cancel the contract. My advice to this company is a legacy and you should look into a more modern system and there is alot of them out there.
At first, we liked using them, we had no issues with their system until they started adding extra products that were not native. for instance, their chat app slowed down our website by at least 30%, we tried intercom and immediately had positive feedback from our users.
Their chat software will consume the life out of your website performance.
Alisa R. Especialidad: Servicios para el consumidor Número de empleados: 13-50 empleados
Overall, my experience has been good. It's a popular platform for a reason as it contains popular features such as reporting and analytics, easy transfers, and visitor history.
I really like their chat. It gives customers the ability to rate their support and our support representatives can request that feedback as well. I also like the variety of notifications. One is just downright cute (it's like a cow mooing). My reps easily transitioned to using this chat as we made the move from another platform.
Not that it matters a whole lot, but the UI isn't aesthetically pleasing. Also, and ironically, their customer support could use some work. I often have to reach out a second or third time to get attention.