Zendesk

Review of Zendesk as a Tech Support Employee.

Pros:

The possibility of creating views allows me to understand better priorities and SLAs. Also, I love to know who is viewing mi tickets.

Cons:

Sometimes external users have access to our internal comments. Not sure how that happens.

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

Comments: 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.

Pros:

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.

Cons:

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.

Alternatives Considered: tawk.to, Freshdesk and Zoho Desk

Reasons for Switching to Zendesk: We might switch to other application if zendesk don't have automation and call center management systems. Other application have those features but up to mark or not that much customizable as in zendesk.

Zendesk...Good but....

Pros:

The ability to manage all reports from various customers

Cons:

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

Comments: 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.

Pros:

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.

Cons:

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.

A powerful software, but with limitation if you don't upgrade

Pros:

Zendesk is reliable and very intuitive. It has a lot of integration that simplify your work if you are using a lot of tools with your business

Cons:

The basic plan has some limitations that make Zendesk less competitive compared to other solutions

Alternatives Considered: Freshdesk