En savoir plus sur Zendesk

Zendesk permet aux entreprises de fournir une assistance, d'adapter le libre-service et de se différencier avec un engagement proactif.

En savoir plus sur Zendesk

Avantages :

Zendesk has solved so many issues in one program. Pricing is good and a fair price.

Inconvénients :

There are issues at times with uploading data and exporting data. Sometimes data is deleted or missing for no reason.

Zendesk - Notes

Note moyenne

Simplicité d’utilisation
4,3
Service client
4,2
Fonctionnalités
4,3
Rapport qualité-prix
4,1

Probabilité de recommander le produit

8,2/10

Zendesk a reçu une note globale de 4,4 étoiles sur 5 d'après 3 038 avis d'utilisateurs publiés sur Capterra.

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Filtrer les avis (3 038)

Utilisateur vérifié
Journaliste (Maroc)
Utilisateur LinkedIn vérifié
Médias en ligne, 501-1 000 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Le meilleur sans doute

5,0 il y a 5 mois

Avantages :

Parce que Zendesk est si populaire, de nombreux autres services tiers prennent en charge l'intégration avec Zendesk. Nous tirons parti de la puissante API ZenDesk pour connecter des éléments tels que des services de réponse externes (crée automatiquement des tickets) et prendre en charge des logiciels d'analyse commerciale.

Inconvénients :

Il n'y a aucun inconvénient sérieux; le seul problème auquel nous avons été confrontés est de connaître une quantité décente d'informations techniques pour intégrer les services à l'API Zendesk. Le support est plus que disposé à vous aider, mais vous devrez également lire certains articles de la base de connaissances.

Laurent
Responsable R&D (France)
Assurance, 11-50 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

la pire expérience support qui soit !

2,0 il y a 7 mois

Commentaires : Zendesk est un excellent service de support.
Malheureusement, en terme d'assistance technique ils sont aux abonnés absents.
Alors qu'ils prévoient contractuellement une assistance téléphonique, celle-ci n'est accessible que d'eux vers leurs clients (impossible de les appeler). Il reste alors à faire une demande d'assistance avec le Chatbot le plus stupide du net ! Je cite à l'envie : demande de se connecter pour s'identifier alors que vous êtes connecté (donc impossible de s'identifier), demande de s'identifier par un code envoyé par email qui arrive une fois sur 4 et lorsque l'email arrive le code est absent (donc impossible de faire une demande), etc.
Parlons enfin des délais de réponse de Zendesk : minimum 3 jours ouvrés pour obtenir une réponse le plus souvent demandant des précisions donc encore 3 jours pour avoir une réponse... En fait, il ne faut pas avoir besoin d'eux ! Si vous vous plaignez de leurs carences, ils vous proposent de vous communiquer les coordonnées d'intégrateurs ! En résumé, si vous n'avez pas le budget nécessaire pour vous payer un intégrateur et que vous n'êtes pas hyper patient il vaut mieux ne pas choisir Zendesk. C'est paradoxal : un des meilleurs services de support client du marché propose à ses propres clients la pire expérience support qui soit !

Avantages :

Performant et efficace. Procure une excellente expérience pour l'utilisateur final

Inconvénients :

Service client Zendesk pouvant prétendre à être le plus mauvais du monde

Mathias
CEO (France)
Logiciels, 11-50 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Inadmissible leur gestion des clients !

2,0 il y a 7 mois

Commentaires : Je suis totalement dégouté de cette entreprise. J'ai eu une offre d'essai startup afin de tester le produit et voir la valeur de l'outil. Les codes fournis pour la réduction ont mal fonctionné, j'ai donc mis du temps à mettre en place l'outil. Ensuite au bout de 6 mois, pas de mail de notification, il est compliqué d'avoir un Sales disponible. J'ai résilié et 2 mois après, à ma grande surprise ils m'ont débité 2,x 222 € !!!! pour un outil que je n'ai pas utilisé et que j'ai résilié. J'ai fait un ticket support et ça a mis 1 mois pour avoir un retour ! (ZENDESK vend des solutions de gesetion de client et support et leur niveau interne est proche du néant, j'ai rarement vu autant de médiocrité).
J'ai demandé le remboursement (tout du moins un geste), voici leur réponse :
Upon checking, I see that the subscription renewed for service period 12/07/2021 and the account owner cancelled the account on 01/07/2021.

Kindly note that cancellation must occur no less than 30 days prior to account renewal date as is required by the terms of our MSA.

With this, my sincere apologies, but we are unable to provide your refund as requested as your cancellation did not occur 30 days prior to your renewal date as is required by the terms of our MSA.
> Donc en gros, support Froid, pas d'empathie, ils veulent juste gagner de l'argent et se moque de leur ecosysteme de startups partenaires. Des VOLEURS ! Je n'ai jamais écris un avis sur une entreprise, mais aujourd'hui je suis révolté.

Avantages :

Multi produits intéressant avec plusieurs fonctionnalités

Inconvénients :

Difficile à appréhender, et très couteux. Le support client (un comble) n'est pas réactif et ne connait pas bien son produit

Nicolas
Directeur Général (France)
Immobilier, 11-50 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Service client catastrophique

1,0 l’année dernière

Avantages :

La documentation exhaustive sur internet

Inconvénients :

Cela fait 1 an et 4 mois que nous payons pour une intégration que nous avons demandé de stopper. Le service client a un temps de réponse de plusieurs semaines pour chaque retour (dingue pour un vendeur de logiciel CS). Les interlocuteurs se passent le ticket, personne ne fait quoi que ce soit. Je n'ai jamais vu ça. 1 an et 4 mois pour demander d'arrêter l'abonnement sans engagement d'une de nos options. Que nous continuons donc à payer car Zendesk nous prélève depuis tout ce temps. Une honte

Philip
Directeur pédagogique (France)
E-learning, 11-50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Désabonnement compliqué

3,0 il y a 3 mois

Commentaires : Pratiques déloyales de désabonnement - à fuir

Avantages :

Service facile à utiliser, beaucoup de templates

Inconvénients :

Empêchent de se désabonner, puis réclament le paiement

Marie
co-fondatrice (France)
E-learning, 2-10 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Inadapté pour les jeunes structures

1,0 le mois dernier Nouveau

Avantages :

Zendesk est un outil pratique mais très coûteux.

Inconvénients :

Un service client très décevant, qui force à la main pour prolonger l'abonnement sans mentionner explicitement les délais exagérément longs si l'on souhaite se désabonner. Aucune compréhension pour les jeunes structures, inadapté pour les start-ups.

Muhammad Daud
Muhammad Daud
IT Manager (R.-U.)
Utilisateur LinkedIn vérifié
Services financiers, 11-50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great platform for support and ticketing

5,0 il y a 2 mois Nouveau

Commentaires : 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

Avantages :

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.

Inconvénients :

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.

Alternatives envisagées : Freshdesk

Pourquoi passer à Zendesk : Zendesk cost overall was better than freshdesk and it was more user friendly.

Brandon R
Brandon R
Software Engineer (É.-U.)
Utilisateur LinkedIn vérifié
Services sans fil, 501-1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Query history management and aggregation by tags (content) can be done easily

4,0 il y a 3 semaines Nouveau

Commentaires : Customer queries used to be managed in Excel. Still, it was time-consuming to track history and the status of responses could not be managed, resulting in cases where there were omissions in responses. However, with the introduction of Zendesk, it is possible to aggregate by tags and monitor trends easily. Since it is possible to manage match/no match status, there are no match omissions.

Avantages :

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.

Inconvénients :

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.

Alternatives envisagées : Pure Chat

Pourquoi choisir Zendesk : I felt there was a limit to managing queries and tracking query content in Excel, but by introducing Zendesk, I could reduce the man-hours for history management. It also helps with tracking by managing query content through tab settings.

Logiciel antérieur : Microsoft Excel

Pourquoi passer à Zendesk : Tags and triggers tend to be complicated and, if used across multiple departments, affect each other, requiring a supervising administrator. The Zendesk installation was well organized. Queries that were handled by a small number of people have increased in the number of people, departments, products, frequent omissions, and duplicate responses have greatly decreased.

Utilisateur vérifié
Partner (Brésil)
Utilisateur LinkedIn vérifié
Services financiers, 11-50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Category defining solution

3,0 il y a 4 semaines Nouveau

Avantages :

It is an awesome product and easy to train people to work on

Inconvénients :

It gets pretty expensive quite fast once you start demanding more features and onboarding new users

Alternatives envisagées : Octadesk

Logiciel antérieur : Octadesk

Shayla
Shayla
Human Resources Specialist (É.-U.)
Utilisateur LinkedIn vérifié
Internet, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

We've reduced customer service handling time with Zendesk

4,0 il y a 2 mois

Commentaires : Using Zendesk, our customer care representatives are able to obtain the information they need on their own. When I handle the articles, I hear nothing but good things about how this program makes my job easier and more productive. They may use slack to look for answers, and the results will be linked to relevant articles in Zendesk. Zendesk may be easily integrated with other services, such as slack.

Avantages :

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.

Inconvénients :

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.

Denise
Denise
Marketing Specialist (É.-U.)
Utilisateur LinkedIn vérifié
Marketing et publicité, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

This helps us to better serve our customers

4,0 il y a 2 mois

Commentaires : We can use this data to improve the client experience by putting new processes in place. We've increased our output significantly, and now everything is in plain sight. It's incredible how much freedom we have when it comes to putting up a self-help library for our clientele. We were able to create a help center based on the Copenhagen theme, but we customized it to our liking with custom CSS styling.

Avantages :

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.

Inconvénients :

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

Sarah
Sarah
System Administrator (É.-U.)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Zendesk is a good helpdesk with many features

4,0 il y a 2 mois

Commentaires : We are really pleased with the Zendesk platform. Since then, we've seen an increase in the quality of service we provide to our customers. I particularly appreciated the ease with which a new manager or technician could be added to the system without requiring a significant overhaul of the dashboard.

Avantages :

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.

Inconvénients :

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.

Utilisateur vérifié
E-commerce manager (Espagne)
Utilisateur LinkedIn vérifié
Emballage et conteneurs, 51-200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Una revolución para nuestro centro de atención al cliente

5,0 il y a 2 mois

Commentaires : Estamos encantados con la herramienta. Nos ha ayudado a optimizar muchísimo nuestra atención al cliente.

Avantages :

Todas las funcionalidades están integradas. Una herramienta de reportes muy potentes.

Inconvénients :

La calidad de las llamadas falla en algunos momentos

Alternatives envisagées : Freshdesk

Pourquoi passer à Zendesk : Zendesk nos daba la sensación de tener una solución más fuerte.

TeHilla
Student (Jamaïque)
Santé, bien-être et fitness, 501-1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Helpful for Customer Service Requests

5,0 il y a 2 mois Nouveau

Commentaires : Very useful for my customer service requests when purchasing items from businesses that use the platform

Avantages :

Ease of Use Replies come straight to my email Ability to follow status of ticket

Inconvénients :

Often connected to many different customer services representatives. That may be an issue on the end of the companies that set up an account with Zendesk and not actually with the platform itself. However, I prefer to deal with the same representative for one issue

Gustavo
Gustavo
Infrastructure and Network Administrator (Équateur)
Utilisateur LinkedIn vérifié
Enseignement supérieur, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Best almost zero configuration ticketing system

5,0 il y a 2 semaines Nouveau

Commentaires : Excelent product, I think it stands out from the competition, it’s the preferred tool for managing tickets

Avantages :

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

Inconvénients :

Reporting is very expensive, also each additional agent

Imran
Imran
Team Coordinator (Bangladesh)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 51-200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

All in one helpdesk & CRM solution you'll ever need!

5,0 il y a 2 mois Nouveau

Avantages :

Zendesk made it so easy to handle any workflow with a customer, maintain internal CRM,

Inconvénients :

Zendesk Metrix could use some polishing

Alternatives envisagées : Freshdesk, Help Scout, Zoho Desk et ServiceNow

Pourquoi passer à Zendesk : Zendesk seemed to have all the features we were looking for in a help desk service.

Alaa
Technical Outsourcing Specialist (Jordanie)
Services et technologies de l'information, 11-50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Best applications for managing the process of responding to customer requests and inquiries.

5,0 il y a 3 semaines Nouveau

Commentaires : Zendesk provided us with great flexibility to deal with customer requests and inquiries, and enabled us to increase the speed of response as well as enable us to document all procedures automatically, and the reports it provides to us are comprehensive and we can always take advantage of them to develop our operations.

Avantages :

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.

Inconvénients :

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.

Samuel
Samuel
Consultant (É.-U.)
Utilisateur LinkedIn vérifié
Produits pharmaceutiques, 5 001-10 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis
Source : GetApp

What Customer Service Integration is Supposed to Look Like

5,0 il y a 10 mois

Commentaires : My overall experience with Zendesk has been phenomenal, as our employees have taken a very big liking to it, which allows them to enjoy their jobs more, resulting in greater and more efficient work flow for the rest of the business. Zendesk's own customer service has been there when we needed them, and for that we are really thankful, (even though they are rarely needed due to the stability and ease of use of the service).

Avantages :

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.

Inconvénients :

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.

Alternatives envisagées : LiveAgent

Pourquoi passer à Zendesk : Pricing and reviews

Oscar
Oscar
Manager (Mexique)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 11-50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Zendesk = Great help desk

5,0 il y a 11 mois

Commentaires : We have done quite well. We have already more than 2000 Tickets attended with the tool in our 2 subscriptions.
It has allowed us to keep a good control of our service and has allowed us to improve response times and quality of service, since the reports help to keep each Ticket impartially between us and the clients.

Avantages :

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.

Inconvénients :

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.

Alternatives envisagées : Zoho Desk

Pourquoi passer à Zendesk : We had used other Zoho tools. But the best fit at the time was the price and being able to start with a very basic scheme of agents to test. So with a low initial investment we were able to implement the solution and start working, as soon as we saw its virtues we decided to stick with it.

Cody
Business Analyst (É.-U.)
Services d'information, 51-200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Modern customer facing companies need a modern customer facing solution

5,0 l’année dernière

Avantages :

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.

Inconvénients :

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.

Giovanni
People Solutions Senior Specialist (Thaïlande)
Services et technologies de l'information, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Zendesk is an intuitive and reliable CRM tool.

4,0 l’année dernière

Commentaires : Zendesk is our ticketing platform at present. Again, it helps us connect with our employees who need assistance whenever necessary. Another feature of the software is it can host a page containing a library of helpful articles and documentation for our customers. These articles can also have secured visibility by assigning user segments allowing us to manage effectively.

Avantages :

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.

Inconvénients :

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.

Chakkrit
People Technology Junior Analyst (Thaïlande)
Services d'information, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Zendesk is a powerful CRM tool that totally worth the price.

5,0 l’année dernière

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Alternatives envisagées : Freshservice

Pourquoi passer à Zendesk : Zendesk is easy to use, even though it is expensive, it is better than most products.

Christiane
Christiane
Customer Support Team Lead (Brésil)
Utilisateur LinkedIn vérifié
Services financiers, 501-1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

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

5,0 l’année dernière

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

Alternatives envisagées : HelpDesk et LiveChat

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

Logiciel antérieur : Salesforce Sales Cloud

Govindraj
Head of Support (Inde)
Hôtellerie, 11-50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Productivity and Efficient Support tool

5,0 il y a 2 ans

Commentaires : We wanted out of box support solutions so we moved from Salesforce to Zendesk so we don't have deployment cost in Zendesk. Everything comes out of box and as an Admin u just to read their Knowledge KB and configurat the system to meet ur business needs. We have achieved 24 x7 chat support services with the help of Zendesk chat which is a excellent software

Avantages :

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.

Inconvénients :

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.

Utilisateur vérifié
QA Engineer (É.-U.)
Utilisateur LinkedIn vérifié
Bijoux et produits de luxe, 201-500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Recommended if you have high volumes of support tickets

4,0 il y a 3 ans

Commentaires : While there are a couple of issues with Zendesk, overall I find it a far preferable option to dealing with these tickets through e-mail, Slack, or a personal basis (barring cases where this would be the better solution). If you are getting enough volume of tickets that support ticket software seems like it'd help your business, you can afford to get it.

Avantages :

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.

Inconvénients :

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.