Sobre Zendesk

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.
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Precios de Zendesk

Zendesk no tiene versión gratuita, pero ofrece una prueba gratis. La versión de pago de Zendesk está disponible a partir de 19,00 US$/mes.

Precio inicial:
19,00 US$/mes
Versión gratuita:
No
Prueba gratuita:

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Opiniones de Zendesk

Evaluación de función

Relación calidad-precio
4
Funcionalidad
4,5
Facilidad de uso
4,5
Asistencia al cliente
4
5 opinones sobre 2646 Ver todas las opiniones
Christiane D.
  • Sector: Servicios financieros
  • Tamaño de la empresa: 501-1000 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la opinión
Relación calidad-precio
4
Funcionalidades
5
Facilidad de uso
3
Asistencia al cliente
5

5
Publicado el 28/2/2021

A lot of features and fast and easy to use ticket system

Zendesk is the most customizable ticket system in the market, a lot of features that can help to automate things. Plus you can also install apps that could be useful.

Puntos a favor

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.

Desventajas

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

Alternativas consideradas

HelpDesk y LiveChat

Razones para elegir Zendesk

Because we were trying to find a more customizable option :)

Software anterior

Salesforce Sales Cloud
Ted F.
  • Sector: Minería y metalurgia
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la opinión
Relación calidad-precio
4
Funcionalidades
4
Facilidad de uso
5
Asistencia al cliente
1

5
Publicado el 31/1/2020

Need help from Zendesk? Forget it. Don't even bother.

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.

Puntos a favor

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

Desventajas

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.

Alternativas consideradas

Freshservice

Razones para elegir Zendesk

A couple years ago, Freshdesk was lacking in features. I recently discovered they updated their platform.

Software anterior

Freshdesk

Razones para cambiar a Zendesk

Features
Tyler S.
  • Sector: Software informático
  • Tamaño de la empresa: 5001-10.000 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la opinión
Relación calidad-precio
0
Funcionalidades
5
Facilidad de uso
4
Asistencia al cliente
5

4
Publicado el 24/8/2021

Great option for customer service agents.

Overall, I enjoy using Zendesk. It's a great way to interact with your customers and I wouldn't hesitate to recommend it as an option.

Puntos a favor

Zendesk is a fairly simple to use platform for customer support. It's easy to keep track of tickets that come in and respond via email, and the chat function works well too. Being able to set an autoresponder is great for when the team is away.

Desventajas

I felt like the interface was a little clunky, and it was a little awkward needing to jump around to different pages. Sometimes it was a little ambiguous whether you were actually logged out of chat or not.

Usuario verificado
  • Sector: Servicios financieros
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la opinión
Relación calidad-precio
1
Funcionalidades
3
Facilidad de uso
1
Asistencia al cliente
1

1
Publicado el 5/5/2020

Stay Away

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.

Puntos a favor

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.

Desventajas

Their chat software will consume the life out of your website performance.

Alternativas consideradas

Freshdesk
Sarah Y.
  • Sector: Software informático
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante 6-12 meses
  • Fuente de la opinión
Relación calidad-precio
5
Funcionalidades
4
Facilidad de uso
5
Asistencia al cliente
5

5
Publicado el 30/6/2021

Zendesk Makes Support Easy

Overall, working with Zendesk has been a breeze. It's user-friendly, simple and quick. The Zendesk team is always available to answer questions or help you pull reports. I never want to use another ticketing system.

Puntos a favor

Zendesk is super easy to use. Our Support team loves how simple it is to find and response to customer requests and issues. Zendesk also makes metrics tracking extremely easy with pre-fab dashboards that are quickly customizable.

Desventajas

There are a few integrations that could use some work, like the Zendesk //Hubspot integrations. One of them is great, but the other does not provide much value.

Alternativas consideradas

HubSpot CRM y Front

Razones para elegir Zendesk

Front was not as intuitive as Zendesk. Front it also an email management system and does not support the needs of a ticket-based support team.

Software anterior

Front

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