Zendesk

Vorteile

It letted us build solutions from the ground up, using their App framework (Zendesk app tools) and consuming their perfectly structured API. Zendesk is fully customizable, having custom triggers and automations that executes actions when some business rules are meet.

Nachteile

We didn't find any problem with Zendesk so far due to the awesome team they have and the immediate support

Vorteile

Replaced a number of systems and allows for tracking history across mediums

Nachteile

Slow to use when many apps and integrations configured

In Betracht gezogene Alternativen

Freshdesk

Warum Zendesk gewählt wurde

Combine calls tickets and tutorials in one

Zuvor genutzte Software

UserVoice

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Zoho Desk

Gründe für den Wechsel zu 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.

Vorteile

Zendesk is great to be able to easily log, handle and resolve tickets, embed CSAT and integrate with core systems such as salesforce and JIRA. Easy to deploy, easy to customize, rolled out in just a few months.

Nachteile

I wish Zendesk would have a better method of dealing with organizations and users. Not only in reporting but basically in the administration of it. In our organization, it leads to a lot of noise and data quality issues.