Zendesk

Service-first CRM company that builds support & sales tools

4,3 /5 (2437 avaliações) Escreva uma avaliação!

Resumo do Zendesk

O que é o Zendesk?

The best customer experiences are built with Zendesk. Our customer service and engagement products are powerful and flexible, and scale to meet the needs of any business. Zendesk serves businesses across hundreds of industries and across all company sizes, offering service and support in over 60 languages.

Zendesk Support is a help desk solution proven to increase customer satisfaction and agent productivity - at any scale. This all starts with the customer experience: meeting them where they are, on their terms, and collecting the right information. We intelligently route these requests to agents, providing them with the context and tools they need to resolve issues and build stronger relationships. And it works. On average, our customers achieve a 95% customer satisfaction score.

Within the Zendesk platform, Zendesk Chat enables support agents to manage and switch between multiple support cases at once via multiple channels including chat, phone calls, email, and social media messages. Using automated triggers, customers can be engaged at the moment support is needed, before they've asked their question. Live chat analytics provide measurable insight on customer satisfaction and agent performance, to help business ensure that their support services continuously improve.

Resumo do Zendesk

Preços

A partir de
US$ 5,00/mês

Opções de preços

Teste Grátis
Assinatura
Relação qualidade/preço

Pricing for Zendesk Support starts at $5 per agent, and scales across five pricing plans: Essential, Team, Professional, Enterprise, and Elite. A free trial is available.

Essential: $5/agent/month (billed annually), or $9/agent/month (billed monthly)
Team: $19/agent/month (billed annually) or $25/agent/month (billed monthly).
Professional: $49/agent/month (billed annually) or $59/agent/month (billed monthly).
Enterprise: $99/agent/month (billed annually) or $125/agent/month (billed monthly).
Elite: $199/agent/month (billed annually).


Recursos do Zendesk

Dispositivos
Porte da empresa
P M G
Mercados
Estados Unidos, Canadá, Reino Unido, Austrália, China e outros 5, Índia, Japão, Alemanha, Brasil, México
Idiomas
Alemão, Checo, Chinês (simplificado), Chinês (tradicional), Coreano e outros 22, Danês, Espanhol, Filandês, Francês, Hebreu, Holandês, Húngaro, Indonésio, Inglês, Irlandês, Italiano, Japonês, Norueguês, Polonês, Português, Russo, Sueco, Tailandês, Taiwanês, Turco, Ucraniano, Árabe

Mídias

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 - Vídeo Captura de tela do 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. Captura de tela do Zendesk: Keep a pulse on agent performance with easy to view and navigate dashboards Captura de tela do Zendesk: Get a better sense of how you're doing with visibility on ticket volume, agent performance, and other key support metrics. Captura de tela do Zendesk: Streamline your ticket volume by directing tickets to the agent that's best equipped to resolve them. Captura de tela do Zendesk: Contextual workplaces give agents the right tools they need based on the ticket they're solving - such as apps and customer info. Captura de tela do Zendesk: Easily collaborate with other teams to get involved in solving customer questions.

Zendesk - Avaliações

Zendesk - Avaliações

Classificação geral
4,3
/
5
Excelente
1272

Muito bom
863

Regular
228

Ruim
42

Péssimo
32

Relação qualidade/preço
4,1
Recursos
4,3
Praticidade
4,3
Suporte ao cliente
4,2
88% dos usuários recomendam este app
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.


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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.


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Zeeshan A.

Better Ticketing system


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Avaliador Verificado

Stay Away

Customer support is terrible, they do have an unqualified customer success team. We requested a feature and it took them over 5 months with emails back and forth to let us know they can get it done. When i tried to cancel the contract they said we can not cancel it because you have another 1 year on a contract which was incorrect. the success manager was still thinking we are in 2019 after i pointed that out they still refused to cancel the contract. My advice to this company is a legacy and you should look into a more modern system and there is alot of them out there.


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Govindraj S.

Productivity and Efficient Support tool

We wanted out of box support solutions so we moved from Salesforce to Zendesk so we don't have deployment cost in Zendesk. Everything comes out of box and as an Admin u just to read their Knowledge KB and configurat the system to meet ur business needs. We have achieved 24 x7 chat support services with the help of Zendesk chat which is a excellent software


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Ashley E.
Setor: Serviços e tecnologia da informação
Porte da empresa: 1.001-5.000 funcionários
Traduzido para o Português
Traduzido para o Português

The best professional ticketing solution

Usado Diariamente durante Mais de dois anos
Avaliado em 11/04/2020
Fonte da avaliação: Capterra

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

Vantagens

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.

Desvantagens

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.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 10.0/10

Ted F.
Setor: Mineração e metais
Porte da empresa: 51-200 funcionários
Traduzido para o Português
Traduzido para o Português

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

Usado Diariamente durante Mais de um ano
Avaliado em 31/01/2020
Fonte da avaliação: 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.

Vantagens

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

Desvantagens

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.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 0.0/10

Zeeshan A.
Setor: Segurança de rede e informática
Porte da empresa: 501-1.000 funcionários
Traduzido para o Português
Traduzido para o Português

Better Ticketing system

Usado Diariamente durante Mais de dois anos
Avaliado em 20/11/2020
Fonte da avaliação: Capterra

Vantagens

If you are looking for better and alternate ticket system then Zendesk is the best. You can easily setup Macros and Triggers. Apply tags to tickets which helps you filter out the tickets. You can rout tickets and set automated responses and follow up replies. Zendesk provides you better reporting than other ticketing systems. You can setup your own domain to hide Zendesk URLs.

Desvantagens

Macros and triggers are hard to setup, just make them a bit easier.

Detalhamento da qualificação

Praticidade
Suporte ao cliente

Probabilidade de recomendação: 10.0/10

Avaliador Verificado
Setor: Serviços financeiros
Porte da empresa: 11-50 funcionários
Traduzido para o Português
Traduzido para o Português

Stay Away

Usado Diariamente durante Mais de dois anos
Avaliado em 05/05/2020
Fonte da avaliação: Capterra

Customer support is terrible, they do have an unqualified customer success team. We requested a feature and it took them over 5 months with emails back and forth to let us know they can get it done. When i tried to cancel the contract they said we can not cancel it because you have another 1 year on a contract which was incorrect. the success manager was still thinking we are in 2019 after i pointed that out they still refused to cancel the contract. My advice to this company is a legacy and you should look into a more modern system and there is alot of them out there.

Vantagens

At first, we liked using them, we had no issues with their system until they started adding extra products that were not native. for instance, their chat app slowed down our website by at least 30%, we tried intercom and immediately had positive feedback from our users.

Desvantagens

Their chat software will consume the life out of your website performance.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 0.0/10

Govindraj S.
Setor: Hotelaria
Porte da empresa: 11-50 funcionários
Traduzido para o Português
Traduzido para o Português

Productivity and Efficient Support tool

Usado Diariamente durante Mais de dois anos
Avaliado em 10/11/2020
Fonte da avaliação: Capterra

We wanted out of box support solutions so we moved from Salesforce to Zendesk so we don't have deployment cost in Zendesk. Everything comes out of box and as an Admin u just to read their Knowledge KB and configurat the system to meet ur business needs. We have achieved 24 x7 chat support services with the help of Zendesk chat which is a excellent software

Vantagens

The best part of the Product is it has multiple channel support, nice api integration, automation and trigger is excellent which increases business customer support agents productivity, nice api integration, automation and trigger is excellent which increases business productivity as well.

Desvantagens

Yes Zendesk has recently launched Explore as an analytical tool in replacement to their Insight analytical tool which is not up to the mark and much complex in comparison to Insight. Also their training and learning cost is High which should be reduced.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação: 7.0/10

Recomendação do usuário
8,3/10
Baseado em 2.437 usuários
Compare as alternativas por recomendação dos usuários
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Preço do Zendesk

Preço do Zendesk

A partir de
US$ 5,00/mês
Teste Grátis
Assinatura
Relação qualidade/preço

Pricing for Zendesk Support starts at $5 per agent, and scales across five pricing plans: Essential, Team, Professional, Enterprise, and Elite. A free trial is available.

Essential: $5/agent/month (billed annually), or $9/agent/month (billed monthly)
Team: $19/agent/month (billed annually) or $25/agent/month (billed monthly).
Professional: $49/agent/month (billed annually) or $59/agent/month (billed monthly).
Enterprise: $99/agent/month (billed annually) or $125/agent/month (billed monthly).
Elite: $199/agent/month (billed annually).

Pricing for Zendesk Support starts at $5 per agent, and scales across five pricing plans: Essential, Team, Professional, Enterprise, and Elite. A free trial is available.

Essential: $5/agent/month (billed annually), or $9/agent/month (billed monthly)
Team: $19/agent/month (billed annually) or $25/agent/month (billed monthly).
Professional: $49/agent/month (billed annually) or $59/agent/month (billed monthly).
Enterprise: $99/agent/month (billed annually) or $125/agent/month (billed monthly).
Elite: $199/agent/month (billed annually).

Relação qualidade/preço
4,1/5
Baseado em 2.437 usuários
Compare as alternativas por relação qualidade/preço
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Recursos do Zendesk

Recursos do Zendesk

API
Alertas/transferência
Bate-papo
Comunicação multicanal
Gerenciamento de tickets de suporte
Gestão da base de conhecimento
Gestão do fluxo de trabalho
Imagem de marca personalizável
Integração de CRM
Integração de e-mail
Integração de redes sociais
Integração de terceiros
Mensagens instantâneas
Monitoramento
Notificações automáticas
Painel de atividades
Portal de autoatendimento
Questionários e feedback
Relatórios e estatística
Vários idiomas
Recursos
4,3/5
Baseado em 2.437 usuários
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Categorias

Mais informações sobre Zendesk

Mais informações sobre Zendesk

Principais recursos do Zendesk

  • Answer Bot
  • Audit logs
  • Branded customer-facing web interface
  • Community forums
  • Custom business rules (triggers & automations)
  • Custom roles & permissions
  • Email compliance archive
  • Export ticket views to CSV
  • Flexible ticket management with automated workflow
  • Full CSS rebranding
  • Group rules and macros
  • Multi locale (timezone and languages)
  • Multi-brand support with linked accounts
  • Multi-channel support: email, web, phone, chat, social media
  • Multiple ticket forms
  • Open API
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Overview dashboard
  • Public and private forums
  • REST API
  • Real time updates
  • Robust reporting & advanced analytics
  • SLA management
  • SSO with Twitter, Facebook, Google and SAML
  • Salesforce & SugarCRM integrations
  • Screencasting
  • Self service help center
  • Support performance dashboards
  • Web widget

Vantagens

The fastest way to great customer support. Rapid setup and deployment.
Increase and improve the quality of customers interactions.

Support your customers across any communication channel including web, email, chat, and social media.

Improve support team productivity and morale. Our customers love us!
Powerful reporting and advanced analytics including 20+ ready to use reports and dashboards.

Quick and easy adoption - no training required. Easy to onboard new agents.
Seamlessly integrate with existing business systems and software using our open API.
Over 700 out-of-the-box integrations with business software such as Salesforce, Google Apps, Atlassian, FreshBooks, and WordPress.

Low TCO and month-to-month payment options.
Secure, reliable, and scalable solution that will meet the demands of your growing business.
World class customer service from our team of highly-skilled customer advocates.

Perguntas frequentes sobre o Zendesk

Perguntas frequentes sobre o Zendesk

Abaixo estão algumas perguntas frequentes sobre o Zendesk.

P: Que tipo de planos o Zendesk oferece?

O Zendesk oferece os seguintes planos de pagamento:

A partir de: US$ 5,00/mês

Modelo de preços: Assinatura

Teste Grátis: Disponível

Pricing for Zendesk Support starts at $5 per agent, and scales across five pricing plans: Essential, Team, Professional, Enterprise, and Elite. A free trial is available. Essential: $5/agent/month (billed annually), or $9/agent/month (billed monthly) Team: $19/agent/month (billed annually) or $25/agent/month (billed monthly). Professional: $49/agent/month (billed annually) or $59/agent/month (billed monthly). Enterprise: $99/agent/month (billed annually) or $125/agent/month (billed monthly). Elite: $199/agent/month (billed annually).

P: Quais são os principais recursos do Zendesk?

O Zendesk oferece os seguintes recursos:

  • Answer Bot
  • Audit logs
  • Branded customer-facing web interface
  • Community forums
  • Custom business rules (triggers & automations)
  • Custom roles & permissions
  • Email compliance archive
  • Export ticket views to CSV
  • Flexible ticket management with automated workflow
  • Full CSS rebranding
  • Group rules and macros
  • Multi locale (timezone and languages)
  • Multi-brand support with linked accounts
  • Multi-channel support: email, web, phone, chat, social media
  • Multiple ticket forms
  • Open API
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Overview dashboard
  • Public and private forums
  • REST API
  • Real time updates
  • Robust reporting & advanced analytics
  • SLA management
  • SSO with Twitter, Facebook, Google and SAML
  • Salesforce & SugarCRM integrations
  • Screencasting
  • Self service help center
  • Support performance dashboards
  • Web widget

P: Quem costuma usar o Zendesk?

Os clientes habituais do Zendesk são:

Pequenas empresas, Grandes empresas, Administrações públicas, Sem fins lucrativos, Autônomos, Empresas de médio porte

P: Em que idioma o Zendesk está?

O Zendesk está nos seguintes idiomas:

Alemão, Checo, Chinês (simplificado), Chinês (tradicional), Coreano, Danês, Espanhol, Filandês, Francês, Hebreu, Holandês, Húngaro, Indonésio, Inglês, Irlandês, Italiano, Japonês, Norueguês, Polonês, Português, Russo, Sueco, Tailandês, Taiwanês, Turco, Ucraniano, Árabe

P: O Zendesk é compatível com disponíveis móveis?

O Zendesk é compatível com os seguintes dispositivos:

Android, iPhone, iPad

P: O Zendesk se integra com quais outros aplicativos?

O Zendesk se integra com os seguintes aplicativos:

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

P: Que nível de suporte o Zendesk oferece?

O Zendesk oferece as seguintes opções de suporte:

FAQs, Fórum, Base de conhecimento, Suporte online, Suporte por telefone, Tutoriais em vídeo