Overview
Product Information on Zendesk for customer service
What is Zendesk for customer service?
Zendesk for customer service Pricing
Overall experience with Zendesk for customer service
“Solid Customer requests handling software”
About Company
Company Description
Zendesk was founded in 2007 with the aim of revolutionizing customer experience by allowing businesses to shift their customer service to the online world. Zendesk facilities billions of conversations, linking an extensive range of brands with millions of customers via various platforms such as telephony, chat, email, messaging, social channels, communities, review sites, and help centers. Developed in Copenhagen, Denmark, and grown in California, the company now employs a considerable workforce worldwide.
Company Details
Do You Manage Peer Insights at Zendesk?
Access Vendor Portal to update and manage your profile.
Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
Reviewer Insights for: Zendesk for customer service
Zendesk for customer service Likes & Dislikes
It is very convenient and has an easy to understand UI. Efficient filtering capabilities. Also, very customizable features and values. Easy to set the priority of requests, select and escalate the tickets to the required teams and assign the tickets to the stakeholders. Also, it's easy to set up ticket comments for internal vs. external (client facing)
The functionality is very impressive. The ability to automate escalation is good. The functionality for the agents is easy to train and use.
1) Near seamless workflow from triage team to engineers. 2) Easy escalation to other teams/departments. 3) Customizable views to monitor teams.
I can't recall many issues but the only one on top of my head was that occasionally when multiple tickets were open, the ticket # was not easily visible on the screen (though it is available at the end of the page url). It would be nice to have the id frozen on top of the screen when scrolling down.
The cost of licenses and agents for our company for the various departments can get expensive. Working through escalation and light agents has proved to be effective but not as good as having full capability.
Not much to dislike. The ability to access it via the web makes the service that much more palatable.
Top Zendesk for customer service Alternatives
Peer Discussions
Zendesk for customer service Reviews and Ratings
- Sr Ai Analyst50M-1B USDHealthcare and BiotechReview Source
Solid Customer requests handling software
Very easy to use, not much technical skill needed to customize the fields, filters and available values. Easy to integrate with other software and proper sync. - PRODUCT MANAGER50M-1B USDRetailReview Source
Zendesk Platform Streamlines Inquiry Response and Automated Escalation Processes
Zendesk and its platform has allowed our teams to not only answer inquiries quickly, but also escalate to the proper channels for the best and quickest solutions. - IT ASSOCIATEGov't/PS/EdEducationReview Source
Intuitive Platform Interface Enhances Workflow and Team Collaboration Efficiency
The platform is easy to use. The search feature for within a ticket/case as well as within the Database is excellent. I also really like seeing who was also viewing a ticket that I was reviewing. - Academic Support Center Specialist<50M USDServices (non-Government)Review Source
Zendesk Centralizes Multiple Support Channels But Mobile App Performance Lags Behind
Zendesk allows me to communicate through multiple channels such as chat, email and through phones. The report gives a complete view of the team's performance.