Zendesk

Great platform for support and ticketing

Comments: 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

Pros:

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.

Cons:

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 Considered: Freshdesk

Reasons for Switching to Zendesk: Zendesk cost overall was better than freshdesk and it was more user friendly.

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

Comments: 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.

Pros:

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.

Cons:

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 Considered: Pure Chat

Reasons for Choosing 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.

Switched From: Microsoft Excel

Reasons for Switching to 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.

Experience after 2 years of useing Zendesk

Comments: The worst Customer Support!
Their product appears to provide so much, but it's so convoluted that it's nearly impossible for new customers to set up without assistance from the firm. However, whenever we met with someone who managed our account, we expressed our worries about not knowing how to perform certain things. What would be the reactions? "I'll email you Zendesk support articles." Okay, I've been Googling it and plainly it hasn't helped, which is why I'm requesting assistance from a Zendesk representative. We were advised that if we stated that we needed additional assistance, we would have to pay a large sum of money to have a specialized person assist us. We're already paying so much to utilize your platform, which has so many technical issues; at the very least, provide some sort of help.
Needless to say, we left after 2 years of struggling to use their platform. Thanks for never helping.

Pros:

Zendesk is a platform for enhancing customer experience, constantly improving customer satisfaction to the next level and leading in Omni-channel solutions in the world.

Cons:

As a client of multiple firms who is frequently compelled to interact with Zendesk, I can only say that my heart sinks when I realize I'm talking with a Zendesk representative rather than an actual staff member. They are really sluggish, they are dealing with numerous people at once and expect you to wait while Zendesk makes money, they don't answer your questions, they don't know their thing, and they are frequently unpleasant. I now buy elsewhere if I see a company using Zendesk and that's what I have to deal with in terms of customer support. If Zendesk is involved, it's simply too unpleasant and time-consuming.

Alternatives Considered: Odoo, Trello and Bitrix24

Reasons for Switching to Zendesk: Being a customer of several companies is often forced to deal with Zendesk. The only thing we used it for 2 years was that the customers preferred them over other apps. As soon as we finished the projects with those partners, we switched to using them immediately.

We've reduced customer service handling time with Zendesk

Comments: 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.

Pros:

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.

Cons:

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.

Zendesk is the best

Comments: Zendesk allowed me to follow the evolution of my business, and to learn how to quickly manage my requests, tickets...

Pros:

Zendesk has allowed me to better track customers and analyze performance through insights that allow me to understand what needs to be improved.

Cons:

What I liked least is sometimes not possible to reach them all the time thanks to their telephone assistance. Sometimes impossible to request an email code.

Alternatives Considered: HubSpot Marketing Hub, Zoho Desk, JIRA Service Management and Intercom

Reasons for Switching to Zendesk: Because zendesk is currently the best software in terms of efficiency.