Zendesk helps you to connect with your customers using it’s cloud-based call center solution. It allows you to choose a toll free number for delivering your service. Using this software, you can receive unlimited inbound calls and also you can support your customers by making outbound calls. In addition it allows you to make concurrent calls to support multiple conversations from same number. It provides browser-based call center solution that allows you to manage all your calls from browser and does not require any phone hardware. Moreover, it allows you to record all calls that can be later used for QA.
|Support||24/7 (Live rep) Business Hours Online||Customer Type||Freelancers Large Enterprises Medium Business Small Business|
|API||Contact||San Francisco, CA/ 888-670-4887|
|Deployment||SaaS/Web/Cloud||Category||Call Center Software|
From $9 Per agent per month
Access to telephony integrations and CTI toolkit for:
Please Contact the vendor for Detailed Pricing of Partner Edition Plan.
Please Contact the Vendor for Detailed Pricing about Enterprise Plan.
Disclaimer: The pricing details were last updated on 11/04/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.
Pros: Zendesk is a splendid ticketing system, it is easy to use and configure. There are several things i like about Zendesk; we can assign tickets to support engineers and follow all the troubleshooting process from end to end.
The interface is intuitive, we can view the status of multiple tickets at the same time.
The best thing about Zendesk is that it is very stable and we have never encountered any crashes.
Cons: We can only use the preconfigured statuses, we should be able to customize them according to our needs.
Overall: Zendesk helped in providing excellent tech support to our clients.
Pros: we used this product as part of a free trial to evaluate a number of helpdesk systems. Installation and configuration of this product was very straight forward. The support team were very helpful with any queries we had and were more than happy to assist.
Cons: We felt the features we were looking for were quite complex to set up, as we have users with different levels of ability we found this a challenge for us. We also found the reporting element difficult to use.
Pros: Zendesk enables our small company to offer a professional level of support
Cons: There are a lot of features and sometimes finding your way around can be a little difficult.
Pros: One stop shop for all your emails and is an easy way to complete the task in the company. Its your own stop shop for all internal issues.
Cons: Servers may go down but its still perfect to use!
Pros: I love that Zendesk helps us track and triage all of our support tickets. We use it all day - every day! The macros are a great way to ensure everyone on our team is using the same language while making us more efficient.
Cons: At times, the reporting functions are difficult to configure, and there some limitations around what you can see on a specific chart. This may be due to the version that we have, but I would like to be able to see all of my data and export it so that I could analyze it myself, and I don't seem to be able to do that.
Overall: Zendesk makes our support team more efficient and organized. It also creates accountability in this department. This accountability enables me to have insight into the work my team is doing as well as provide detailed reports to our customers as needed.
Pros: Open API, forward looking company, apps apps and more apps.
Time consuming set up
Customer support sometimes slow
Pros: makes tracking work easy and trackable in terms of progress
Cons: frustrating because if you were not to hear back you may feel as though your request was not received
Pros: As a prior Manager of a Helpdesk team, Zendesk has made managing open tickets seamless and efficient! The follow-up feature is amazing to get the attention of agents and allows to prioritize various streams of work. My team has definitely increased efficiencies and decreased open ticket times!
Cons: The reporting features, while great visually, can take a bit of time to load up the correct details. I'd like to see a template based feature to allow quick creations of standard reports needed as a call center Manager
Overall: I would recommend ZenDesk to businesses of ALL sizes, the flexibility of the software allows for scaling as your company grows and allows your Call Center teams to maximize their time spent addressing issues and ultimately help the customer, at a quicker pace! Love ZenDesk!
Pros: I have really enjoyed working with Zendesk. I find the ability and available options for customization and organization are a refreshing change. I have been surprised at the amount of help resources available for self help and found the company reps to be knowledgeable and quick to respond to my query's. Overall it has been a very positive experience.
Cons: With Zendesk being so massive in it's scope, I continue to find little details that are simply overlooked. A good example of this is the function to auto assign/answer incoming chats, the function works perfectly but the chat windows open as small little bars on the bottom of the dashboard screen with no ability to change the behavior. I would like to have all chats tabbed in a separate window ( IM style) and open expanded when auto answered like they do when you manually answer them.
Pros: My team has enjoyed working with Zendesk especially for its modularity and features. It's easy to set up in any webpage based on WordPress to create a widget to manage support, tickets and even live chat. You can choose any of the above or all of them as easy as a line of code.
Cons: At first, it may be overwhelming and support may happen to not answer the question you're looking for, but at least they put you in a good track.
Overall: Creating widgets on WordPress based pages to make support tickets and live chat really easy.