Zendesk


Logotipo do Zendesk

 

2436 avaliações (4,5/5)
 
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.
 

Sistemas operacionais compatíveis:
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Navegador web (independente o SO), Windows 2000

2436 avaliações do Zendesk

 

Ashley E. Especialidade: Serviços e tecnologia da informação Número de funcionários:  1001-5000 funcionários Número de funcionários:  1001-5000 funcionários

11/04/2020

11/04/2020

Fonte da avaliação: Capterra

The best professional ticketing solution

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I have had several smooth years using zendesk and really love using it for every ticket incident I have to resolve.

Vantagens

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.

Desvantagens

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. Especialidade: Mineração e metais Número de funcionários:  51-200 funcionários Número de funcionários:  51-200 funcionários

31/01/2020

31/01/2020

Fonte da avaliação: Capterra

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

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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.

Vantagens

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

Desvantagens

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.

Zeeshan A. Especialidade: Segurança de rede e informática Número de funcionários:  501-1000 funcionários Número de funcionários:  501-1000 funcionários

20/11/2020

20/11/2020

Fonte da avaliação: Capterra

Better Ticketing system

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Vantagens

If you are looking for better and alternate ticket system then Zendesk is the best. You can easily setup Macros and Triggers. Apply tags to tickets which helps you filter out the tickets. You can rout tickets and set automated responses and follow up replies. Zendesk provides you better reporting than other ticketing systems. You can setup your own domain to hide Zendesk URLs.

Desvantagens

Macros and triggers are hard to setup, just make them a bit easier.

Avaliador Verificado Especialidade: Serviços financeiros Número de funcionários:  11-50 funcionários Número de funcionários:  11-50 funcionários

05/05/2020

05/05/2020

Fonte da avaliação: Capterra

Stay Away

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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.

Vantagens

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.

Desvantagens

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

Govindraj S. Especialidade: Hotelaria Número de funcionários:  11-50 funcionários Número de funcionários:  11-50 funcionários

10/11/2020

10/11/2020

Fonte da avaliação: Capterra

Productivity and Efficient Support tool

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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

Vantagens

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.

Desvantagens

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.