Zendesk Suite

Avantages

The general ticket solutions and the possibilities that are within Suite are a good one if you are working in a team. Everyone can have access and also share feedback.

Inconvénients

Few features are very basic are seen as premium (cost extra). For example forwarding a case on an email costs extra.

Avantages

Sistema de login simples, painel de solicitações.

Inconvénients

Poucas opções de gestão dos chamados abertos.

Avantages

At first I didn't have so many issues with the software because I thought that's the best we can do, I've been using Zendesk for other features at other jobs and they have a long standing good name. But when I discovered the cost we were paying and the service (or lack thereof) we were getting, I found another option that works much better for us. Zendesk does a decent job at calling, but we often had issues and lost service and when we asked it was always a Twillio issue. Talkdesk also uses Twillio, they all do, and in a year using Talkdesk we haven't had a single outage.

I think Zendesk has it's strength in the market, their ticket system and customer helpdesk software is outstanding, just not sure the calling feature is their biggest strength.

Inconvénients

It was glitchy, had issues connecting, staff has trouble using it, but mainly it was VERY expensive!

Avantages

It was quick to implement. It was easy to assimilate for end users.

Inconvénients

It had minimal features and didn't really get the job done.

Avantages

Fantastic Reporting
Great ways to track ticket priority
Integrates with most major software
Scales with you as you grow

Inconvénients

Not at all user friendly for the Rep
Tons of UI decisions that will make you pull your hair out, ranting "Why did they make it this way!!!"
Merging Tickets is a Joke
The Search is a joke
Reading inboxes is impossible unless you download a third party chrome extension that color codes (Pray you use Chrome)
Many things can happen to make customers see secret notes or even emails from other customers

All these things "could" be avoided, but only in the same sense that a driver "could" go their wholes lives without getting in an accident... It's better to have the insurance

Avantages

The possibility to give different statuses to tickets makes it easier to keep track of emails and correspondence. Also like the feature that allows to (re-)assign these tickets to different peers.

Inconvénients

- Not easy to forward emails.
- Design is not very catchy.
- Extension Zendesk Talk is not easy to use (difficult to add contacts and not possible to have two calls at the same time)

Avantages

I do like how easy it is to navigate the system and to setup features.

Inconvénients

I like the ease of use but would like to see more functionality built into the platform at mid-grade subscription tiers. Zendesk almost forces you to pay to play type of subscription service.

Avantages

It can help support teams to obtain metrics, SLA and agents performance with assertiveness, inside Zendesk ticketing tool (which can organizes user contacts with your company)

Inconvénients

For customers, it's very limited when adapting to mobile apps: you can't send images or videos (only at pc-based web browsers).
For agents (customer services rep.): it lacks the ability to customize in depth, and it doesn't feature a great UI.

Avantages

Zendesk is a great tool to add to your business and resolve clients issues. Growing business need to address clients concerns and Zendesk helps on that. It keeps tracks of the tickets created, provides great charts and statistics, overall is a great tool to manage concerns and one you can count on.

Inconvénients

Zendesk sometimes makes it hard to keep records of account. It's great for tickets, but in my personal experience, it doesn't keep enough track users account, only of the problem or ticket it sends in. I've tried over tools that do, which now Zendesk is lacking.

Avantages

I like the ability to merge tickets and the option to delete tickets without notifying the user. Especially ones that we have no control over, like printer issues that the print vendor handles.

Inconvénients

That each user has to be individually licensed

Avantages

Sencillez, facilidad de uso y funcionalidad clara

Inconvénients

Pocas funcionalidades y poco útil, más para control de clientes

Avantages

Zendesk allows teams of people to access the same emails and “assign” emails to different team members, thus streamlining the process so you know whether or not you have to respond to an email.

Inconvénients

Unless you are working with a large team on an account, I don’t think it’s more effective than using a normal email browser. You don’t get notifications when an email comes in so I have to periodically check to see if I’ve missed anything (which happens frequently)

Avantages

ZenDesk is used by many large companies out there, which got us to use ZenDesk in the first place. ZenDesk does offer a clean UX within the app.

Inconvénients

However, it was confusing when sending and receiving emails as it felt unnatural in how it was set up as it often would put the oldest conversations at the top and the new ones at the bottom as of a few years ago when we tried it. This was frustrating enough for us to switch to a competitor.

Avantages

Ticketing, prioritizing the issues, great CRM management tool

Inconvénients

Dashboard can be better and more features can be added.

Avantages

It is a good support software and it is easy for everyone to use it

Inconvénients

Missing SOOOO many important features. Also lacks a good easy to look at UX.

Avantages

Good product to organize support efforts. Works with Google Platform and can be accessed online easily.

Inconvénients

Difficult to set up, limited in integration with other software. Workflow is not as efficient as I would like

Avantages

Zendesk is very comprehensive as a help desk tool. You can link up to JIRA and other software to maximize your effectiveness.

Inconvénients

It's clunky. Zendesk is ugly and slow. For whatever reason, the "best" help desk software in the industry has a terrible UI.

Avantages

Nivel de personalizacion y posibilidades de escalado

Inconvénients

Gestión al cliente y soporte muy por debajo de un servicio de este nivel

Avantages

Becuase Zendesk has so many integrations it makes it relatively easy to get all communication in one place from email to phone to social.

Inconvénients

Onboarding new users is a challenge because it requires learning an additional system on top of whatever traditional system you may have been using.