Zendesk Suite

For the company I was working with that used Zendesk , they paid for the subscription. I cannot provide exact information for the duration they paid for, but it's usually the same setup as on Freshdesk . Once they pay and you're brought into the project, they add the email they created for you, add you as an agent, and give you access to Zendesk  or Freshdesk  so that you can promptly provide support on the tickets.

I use the customizable dashboards and reporting tools sometimes, and I get to automate using make.com and Zendesk.

The benefits I have seen from using Zendesk include faster response times. As a CSM, faster response is the goal, which solves the customer's challenge in a timely manner. Zendesk offers that capability, which is beneficial.

I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI. I know many CRM  tools are already on the way to do that.

I've been using Zendesk for a period of eight months. Sometimes it depends on the project and the company I'm working with. On my own, I have to make sure that I'm proficient with almost all CRM  tools. I've used Zendesk for over eight months.

The scalability of Zendesk is still in the same range as Freshdesk. Both of them are on the same scale because the usability, user interface, and user experience give the same feel. That's the way 90% of the CRM tools are; they remain similar.

Their support team from Zendesk is excellent, similar to what you have in Freshdesk.

Positive

The initial setup with Zendesk is straightforward because we are already brought in when it's set up, mostly by the IT department or the department in charge of setting up CRM tools. The CRM tool can be embedded in the company's website or wherever the customer goes in that they can send a complaint, or on the contact section on their site.

When they set it up, they add me as the agent or support master. Setting it up is not an issue, and it's very easy to navigate, similar to Freshdesk.

It's similar to other CRM tools. As mentioned earlier, they all have the same interface. Zendesk is fine. On a scale of 1-10, I rate Zendesk an 8.5.

Neutral

We use Zendesk  as an internal tool, mainly as a help desk. Although we haven't utilized all the features, such as the chatbot, it functions effectively for triaging work within different parts of our organization.

Tracking analytics through Zendesk  has given us insight into request complexity and helped maintain SLA compliance. By tracking not just closure but closure against certain KPIs, we've experienced enhanced productivity and accountability.

The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes.

Report generation is still slightly tricky and not very customizable as per my inquiries. It would be advantageous to have an AI layer that can analyze incoming requests and generate summaries, as well as a knowledge base similar to ServiceNow 's.

I have been working with Zendesk for more than fifteen years.

Zendesk is easy to customize and integrate into existing workflows, as per my understanding.

I am not currently aware of the exact pricing, but since we are still using Zendesk, it appears to be at a reasonable price point.

Zendesk seems to be a more cost-effective product compared to ServiceNow , which offers more features.

I recommend maintaining a manageable price point.

I would rate it a seven out of ten.

I have utilized Zendesk in my customer service roles and also used it to learn about Zendesk Explore for reporting. I mostly used the solution for customer service and ticketing systems.

I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in.

Sometimes, the calls do not record, and your conversation is cut midway. When you want to do a call calibration, you realize that the call is incomplete. Zendesk's stability on inbound calls could be improved as compared to Talkdesk.

I have been using Zendesk for three years.

I rate the solution’s stability a seven out of ten.

I have previously used Talkdesk, Freshdesk, and 3CX.

From what I hear, Zendesk's pricing is a little expensive. One of the reasons for shifting from Zendesk to Talkdesk was cost efficiency.

Zendesk's integration with the macros for auto-responses has reduced the response times. The macros feature on Zendesk has actually made response time easy.

Zendesk is very efficient when it comes to integrating with other tools. In my role, where I handled compliance issues, other tools were integrated with the Zendesk system, which worked fine and was very efficient. I have never experienced lag when trying to pull information from the other systems integrated with Zendesk.

Zendesk is an easy tool to use, especially when considering integration with other systems.

I would recommend the solution to other users. When it comes to features, Zendesk Explore is perfect, and when it comes to the ticketing system, Zendesk is perfect. I recommend Zendesk to someone who likes to do an API with other tools.

When it comes to the calling feature, I would really not recommend Zendesk, especially when you experience issues like the conversation being cut off. If you have to do a QA for an agent, the calibrations will definitely not be right because the call gets cut.

Overall, I rate Zendesk eight and a half out of ten.

My use case for Salesforce Essentials is focused on gathering market insights for new feature releases and product launches. I utilize Zendesk to collect information from customer tickets regarding changes in features, new feature requests, and customer feedback helping me understand customer patterns and preferences, and guide my planning for product launches and updates.

This solition helps me on improving customer service by addressing issues related to UI complexity, user experience, and feature requests based on feedback gathered from Zendesk tickets.

For example, if customers express difficulty in navigating the platform or request new features, I use this information to make improvements and collaborate with the product team to implement necessary changes.

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions. 

As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests. 

I have been using Zendesk for the past 2 years. 

The platform has been stable and mature, with no reported issues or difficulties in usage from our customer success teams.  

My experience with Salesforce Essentials has been positive in terms of scalability and I’ve witnessed organizations scale rapidly.

I believe Zendesk and FreshDesk are among the better tools available, especially for medium-sized businesses scaling up. But I haven’t used them personally. I've heard that Zendesk is more popular and commonly used in customer service-related functions.

I'm using the cloud version of Salesforce Essentials, so we haven't customized it using APIs or deployed any specific configurations.

I would rate Zendesk as 8 out of 10 based on my experience. There's room for improvement in terms of usability, navigation, and implementing AI elements like chatbots for quicker access to information. I would recommend Zendesk to others.