Zendesk

Klantenservicesoftware in de cloud

4,3 /5 (2407 review) Schrijf een review!

Zendesk - Overzicht

Wat is Zendesk?

Zendesk is de bewezen cloudgebaseerde oplossing voor klantenservice-software die de snelste manier biedt om een geweldige klantenservice in bedrijven van elke omvang en sector mogelijk te maken. Zendesk is zo eenvoudig te gebruiken dat het geliefd is bij klantenondersteuningsteams en hun klanten over de hele wereld. Je kunt overal en vanaf elk apparaat toegang tot Zendesk krijgen.

Meer dan 40.000 klanten vertrouwen op Zendesk, waaronder enkele van 's werelds toonaangevende merken zoals Airbnb, Gilt Groupe, Groupon, Tumblr, Box, Sony en Sears.

Zendesk - Overzicht

Prijzen

Vanaf
US$ 5,00/maand

Prijsopties

Gratis proef
Abonnement
Prijs-kwaliteitverhouding

Zendesk - Functies

Apparaten
Bedrijfsgrootte
K M G
Markten
Verenigde Staten van Amerika, Canada, Verenigd Koninkrijk, Australië, China en nog 5 andere, India, Japan, Duitsland, Brazilië, Mexico
Ondersteunde talen
Arabisch, Chinees (Traditioneel), Chinees (Vereenvoudigd), Deens, Duits en nog 22 andere, Engels, Fins, Frans, Hebreeuws, Hongaars, Iers, Indonesisch, Italiaans, Japans, Koreaans, Nederlands, Noors, Oekraïens, Pools, Portugees, Russisch, Spaans, Taiwanees, Thai, Tjechisch, Turks, Zweeds

Media

Organize your tickets by grouping them into lists with the Views feature. Create pre-defined default views, shared views for your team, and personal views custom to the agent.
Keep a pulse on agent performance with easy to view and navigate dashboards
Get a better sense of how you're doing with visibility on ticket volume, agent performance, and other key support metrics.
Streamline your ticket volume by directing tickets to the agent that's best equipped to resolve them.
Contextual workplaces give agents the right tools they need based on the ticket they're solving - such as apps and customer info.
Easily collaborate with other teams to get involved in solving customer questions.
Zendesk-video Schermopname van Zendesk: Organize your tickets by grouping them into lists with the Views feature. Create pre-defined default views, shared views for your team, and personal views custom to the agent. Schermopname van Zendesk: Keep a pulse on agent performance with easy to view and navigate dashboards Schermopname van Zendesk: Get a better sense of how you're doing with visibility on ticket volume, agent performance, and other key support metrics. Schermopname van Zendesk: Streamline your ticket volume by directing tickets to the agent that's best equipped to resolve them. Schermopname van Zendesk: Contextual workplaces give agents the right tools they need based on the ticket they're solving - such as apps and customer info. Schermopname van Zendesk: Easily collaborate with other teams to get involved in solving customer questions.

Zendesk reviews

Zendesk reviews

Totaalscore
4,3
/
5
Uitstekend
1253

Zeer goed
854

Gemiddeld
228

Slecht
41

Erg slecht
31

Prijs-kwaliteitverhouding
4,1
Functies
4,3
Gebruiksgemak
4,3
Klantenondersteuning
4,2
88% heeft deze app aanbevolen
Ashley E.

The best professional ticketing solution

I have had several smooth years using zendesk and really love using it for every ticket incident I have to resolve.


Vertalen met Google
Ted F.

Need help from Zendesk? Forget it. Don't even bother.

Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.


Vertalen met Google
Nick T.

Great ticketing platform

Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in.


Vertalen met Google
Geverifieerde reviewer

A mediocre product that doesn't get better as it grows


Vertalen met Google
Ashish G.

Worth the service and product

Zendesk is the CS tool which helps users reach out to us and is a good tool to generate reports, segregate users, improve users experience in reaching out to support team.


Vertalen met Google
Ashley E.
Sector: Informatietechnologie en -diensten
Bedrijfsgrootte: 1.001-5.000 werknemers
Vertalen naar het Nederlands
Vertalen naar het Nederlands

The best professional ticketing solution

Dagelijks 2+ jaar lang gebruikt
Beoordeeld op 11-4-2020
Bron van de reviewer: Capterra

I have had several smooth years using zendesk and really love using it for every ticket incident I have to resolve.

Pluspunten

I can manage my tickets with ease using Zendesk. It provides me with the perfect user interface to easily navigate between all my tickets and incidents. This tool is also widely used making it great for training new colleagues and customers to use this for internal systems.

Minpunten

The software is great however it can take a couple of hours to get used to the flow of tickets and interfaces in comparison to some other CRM software. Once familiar this is not an issue.

Scoreverdeling

Prijs-kwaliteitverhouding
Gebruiksgemak
Klantenondersteuning

Waarschijnlijkheid van aanbeveling: 10.0/10

Ted F.
Sector: Mijnbouw en metalen
Bedrijfsgrootte: 51-200 werknemers
Vertalen naar het Nederlands
Vertalen naar het Nederlands

Need help from Zendesk? Forget it. Don't even bother.

Dagelijks 1+ jaar lang gebruikt
Beoordeeld op 31-1-2020
Bron van de reviewer: Capterra

Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.

Pluspunten

The software functions nicely. It is very well put together. They make it easy to run a help desk.

Minpunten

The support, or lack thereof. If you need support for this software, they take a long, long time to get back to you. You better know what you're doing, because if you need to get a hold of them, I wish you the best of luck.

Scoreverdeling

Prijs-kwaliteitverhouding
Gebruiksgemak
Klantenondersteuning

Waarschijnlijkheid van aanbeveling: 0.0/10

Nick T.
Sector: Informatietechnologie en -diensten
Bedrijfsgrootte: 51-200 werknemers
Vertalen naar het Nederlands
Vertalen naar het Nederlands

Great ticketing platform

Dagelijks 6-12 maanden lang gebruikt
Beoordeeld op 7-10-2020
Bron van de reviewer: Capterra

Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in.

Pluspunten

The ticket tracking system is very easy to use and set up so you can see what tickets each business unit or user has open. It also integrates very well with Slack and Salesforce so users can submit tickets and we can track results in Salesforce.

Minpunten

Some of the automation is very confusing and certain settings are hard to find because they are buried somewhere. We have automation set up to assign tickets to certain people, but if the ticket needs to get reassigned because it actually relates to another person, it is very difficult to change due to the automation rules automatically reassigning it.

Scoreverdeling

Prijs-kwaliteitverhouding
Gebruiksgemak
Klantenondersteuning

Waarschijnlijkheid van aanbeveling: 8.0/10

Geverifieerde reviewer
Vertalen naar het Nederlands
Vertalen naar het Nederlands

A mediocre product that doesn't get better as it grows

Dagelijks 2+ jaar lang gebruikt
Beoordeeld op 25-9-2018
Bron van de reviewer: GetApp

Pluspunten

I struggle to find good things to say. It works and rarely has performance problems. If you need very basic support ticketing and are just starting out, you could use it and be successful. We did. But the functionality and support for those organizations between startup and large corporation is nil. If we were a very large organization, I could see it being a valuable product.

Minpunten

1. It is incredibly difficult to keep track of business users. When you are a SaaS supporting clients who have end-users, organizing tickets and documenting issues is very important to find patterns. This is not possible in Zendesk, at least at the Team feature level. There is not a central location for information for an organization outside of a Notes box that is basically a tiny sidebar textbox that allows no formatting to make notes over time readable.

2. There is no way to reference individual comments in a ticket because individual comments do not have their own IDs. This makes it very cumbersome to keep succinct notes and refers back to my first point. The only way we can review a client's history is through wading through a bunch of tickets with an endless stream of comments. I can't get a good timeline overview of their experience and issues, which is so essential to good issue triage.

3. Lack of features for those at the less pricey levels is pretty bad. There's no way to make our contact forms more customizable (like having a message to the person on the ticket - there is only limited description area and those are question/field based) and we don't have access to conditional logic on the forms. So we are left with clients just throwing issues at us without getting good information from them to get a one-touch resolution. The way Zendesk works it forces us to give lower-quality support.

4. There's no exporting your ticket information or running any sort of report if you are using the Team or lower feature level. These, to me, should be basic features as they pertain to the most basic of needs for any support team. Not only that, it ties you to the product and punishes you for leaving. We can't move to another product because we can't take our ticket history with us.

5. The features and performance is inconsistent. For example, there are "Triggers" and "Automations". Triggers and automations are the same. The only difference is the automations are time-based. But they don't tell you that in the interface - there's nothing telling you what is required to set up the automation in order for it to pass validation, only an error message. And by following the instructions of the error message, you can still get more errors. But there's nothing there to tell you the overall requirements so you can avoid errors in the first place. And in the Triggers interface, they leave out a large amount of placeholder options for seemingly no reason, so you have to go find the placeholder references for yourself.

In my opinion, Zendesk doesn't have the user in mind. They put out new features and integrations, but the core product is so severely lacking that it seems like they feel they are operating on auto-pilot and their product needs no update itself. It's a shame, because it was probably was a good product with a lot of potential back when it first started up.

Scoreverdeling

Prijs-kwaliteitverhouding
Gebruiksgemak

Waarschijnlijkheid van aanbeveling: 0.0/10

Ashish G.
Sector: Sport
Bedrijfsgrootte: 201-500 werknemers
Vertalen naar het Nederlands
Vertalen naar het Nederlands

Worth the service and product

Dagelijks 1+ jaar lang gebruikt
Beoordeeld op 6-8-2020
Bron van de reviewer: Capterra

Zendesk is the CS tool which helps users reach out to us and is a good tool to generate reports, segregate users, improve users experience in reaching out to support team.

Pluspunten

The most liking thing about this software is, its customizable in every way. The software does not have lot of features available, but you can customize yourself (or a developer) the features based on your requirement.

Minpunten

The service is quite slow and the product even has downtime.

Scoreverdeling

Prijs-kwaliteitverhouding
Gebruiksgemak
Klantenondersteuning

Waarschijnlijkheid van aanbeveling: 7.0/10

Gebruikersaanbeveling
8,3/10
Gebaseerd op 2.407 gebruikersscores
Vergelijk gebruikersaanbevelingen met alternatieven
Vergelijk met alternatieven

Prijzen van Zendesk

Prijzen van Zendesk

Vanaf
US$ 5,00/maand
Gratis proef
Abonnement
Prijs-kwaliteitverhouding
Prijs-kwaliteitverhouding
4,1/5
Gebaseerd op 2.407 gebruikersscores
Vergelijk scores voor prijs-kwaliteitverhouding met alternatieven
Vergelijk met alternatieven

Zendesk - Functies

Zendesk - Functies

API
Aanpasbare branding
Activiteitendashboard
Automatische meldingen
Beheer van supporttickets
Bewaking
CRM-integratie
Chatten
Communicatie via meerdere kanalen
E-mailintegratie
Enquêtes en feedback
Instant Messaging
Integratie van derden
Integratie van sociale media
Kennisbankbeheer
Rapportage en statistieken
Realtime controle
Waarschuwingen / Escalatie
Workflowbeheer
Zelfserviceportal
Functies
4,3/5
Gebaseerd op 2.407 gebruikersscores
Vergelijk functiescores met alternatieven
Vergelijk met alternatieven

Categorieën

Zendesk - Veelgestelde vragen

Zendesk - Veelgestelde vragen

Hieronder zie je enkele veelgestelde vragen over Zendesk.

V. Welke prijsmodellen heeft Zendesk te bieden?

Zendesk kent de volgende prijsmodellen:

Vanaf: US$ 5,00/maand

Prijsmodel: Abonnement

Gratis proef: Beschikbaar

V. Wat zijn de voornaamste functies van Zendesk?

We hebben geen informatie over functies van Zendesk

V. Wat zijn de typische gebruikers van Zendesk?

Zendesk heeft de volgende typische klanten:

Klein bedrijf, Grote ondernemingen, Openbare diensten, Non-profit, Freelancers, Middelgroot bedrijf

V. Welke talen worden door Zendesk ondersteund?

Zendesk ondersteunt de volgende talen:

Arabisch, Chinees (Traditioneel), Chinees (Vereenvoudigd), Deens, Duits, Engels, Fins, Frans, Hebreeuws, Hongaars, Iers, Indonesisch, Italiaans, Japans, Koreaans, Nederlands, Noors, Oekraïens, Pools, Portugees, Russisch, Spaans, Taiwanees, Thai, Tjechisch, Turks, Zweeds

V. Welke prijsmodellen heeft Zendesk te bieden?

Zendesk kent de volgende prijsmodellen:

Abonnement

V. Biedt Zendesk ondersteuning voor mobiele apparaten?

Zendesk ondersteunt de volgende apparaten:

Android, iPhone, iPad

V. Met welke andere apps kan Zendesk worden geïntegreerd?

Zendesk kan worden geïntegreerd met de volgende toepassingen:

123FormBuilder, Clarizen, ClickDesk, Get Satisfaction, InsightSquared, Planview PPM Pro, Podio, SolarWinds Service Desk, Vivocha, Yonyx

V. Welke mate van ondersteuning heeft Zendesk te bieden?

Zendesk biedt de volgende ondersteuningsopties:

Veelgestelde vragen, Forum, Kennisbank, Online ondersteuning, Telefonische ondersteuning, Video-instructies