Zendesk

Zendesk

Software de atención al cliente en la nube

4,3/5 (2372 opiniones)

Información general sobre Zendesk

¿Qué es Zendesk?

Zendesk es la solución probada de software de atención al cliente basada en la nube que resulta ser la manera más rápida para permitir que empresas de todos los tamaños y sectores ofrezcan una atención al cliente excelente. Zendesk es tan fácil de usar que los equipos de asistencia y sus clientes en todo el mundo lo adoran. Puedes acceder a Zendesk en cualquier lugar, desde cualquier dispositivo.

Más de 40 000 clientes confían en Zendesk, incluidas algunas de las marcas líderes mundiales, como Airbnb, Gilt Groupe, Groupon, Tumblr, Box, Sony y Sears.

Información general sobre Zendesk

Precio

A partir de
5,00 US$/mes

Opciones de precios

Prueba gratis
Suscripción
Relación calidad-precio

Funciones de Zendesk

Dispositivos
Tamaño de la empresa
P M G
Disponible en los países siguientes
Asia, Australia, Brasil, Canadá, China y otros 5, Europa, Alemania, India, Japón, Latinoamérica
Idiomas admitidos
Árabe, Chino (simplificado), Chino (tradicional), Checo, Danés y otros 22, Neerlandés, Inglés, Finés, Francés, Alemán, Hebreo, Húngaro, Indonesio, Irlandés, Italiano, Japonés, Coreano, Noruego, Polaco, Portugués, Ruso, Español, Sueco, Taiwanés, Tailandés, Turco, Ucraniano

Capturas de pantalla

Captura de pantalla de 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 pantalla de 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 pantalla de Zendesk: Keep a pulse on agent performance with easy to view and navigate dashboards Captura de pantalla de Zendesk: Get a better sense of how you're doing with visibility on ticket volume, agent performance, and other key support metrics. Captura de pantalla de Zendesk: Streamline your ticket volume by directing tickets to the agent that's best equipped to resolve them. Captura de pantalla de 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 pantalla de Zendesk: Easily collaborate with other teams to get involved in solving customer questions.

Opiniones de Zendesk

Opiniones de Zendesk

Calificación general
4,3
/
5
Excelente
1236

Muy bien
840

Normal
226

Pobre
41

Malo
29

Relación calidad-precio
4,1
Funciones
4,3
Facilidad de uso
4,3
Asistencia al cliente
4,3
88% Un ha recomendado esta aplicación
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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Usuario verificado

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


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Caleb C.

Honestly, This is Probably the Best CX Platform for Startups

We use Zendesk as an email platform to communicate with our users (also via phone), and we also use it as a platform for our FAQs and Help Center.


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Usuario verificado

Easy Inter-team Communication and Customer History

I can't stress enough how easy Zendesk makes it to pass tickets back and forth between people and teams. My team gets a constant flow of tickets and we are able to keep them organized by time, urgency and topic. All customer emails and voicemails that are incoming to my department are received in Zendesk and it's very simple to either respond or make a note and pass along the ticket to the correct person. Zendesk contributes enormously to my company's efficiency and overall organization.


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Ashley E.
Sector: Tecnología y servicios de la información
Tamaño de la empresa: 1001-5000 empleados
Traducir a español

The best professional ticketing solution

Software usado A diario durante Más de dos años
Revisado el 11/4/2020
Fuente de la reseña: Capterra

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

Puntos a favor

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.

Puntos en contra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Ted F.
Sector: Minería y metalurgia
Tamaño de la empresa: 51-200 empleados
Traducir a español

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

Software usado A diario durante Más de un año
Revisado el 31/1/2020
Fuente de la reseña: 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.

Puntos a favor

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

Puntos en contra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 0.0/10

Usuario verificado
Traducir a español

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

Software usado A diario durante Más de dos años
Revisado el 25/9/2018
Fuente de la reseña: GetApp

Puntos a favor

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.

Puntos en contra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso

Probabilidad de recomendación: 0.0/10

Caleb C.
Sector: Bienes de consumo
Tamaño de la empresa: 201-500 empleados
Traducir a español

Honestly, This is Probably the Best CX Platform for Startups

Software usado A diario durante Más de dos años
Revisado el 23/2/2020
Fuente de la reseña: Capterra

We use Zendesk as an email platform to communicate with our users (also via phone), and we also use it as a platform for our FAQs and Help Center.

Puntos a favor

- The ease of use
- The customization options
- Extremely user-friendly
- It just makes sense
- It's much easier to train people on how to use this platform than on other platforms

Puntos en contra

- Can be a little bit more expensive than its competitors
- Doesn't have as much customization options as some of its competitors (i.e. Kustomer)

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Usuario verificado
Sector: Servicios financieros
Tamaño de la empresa: 51-200 empleados
Traducir a español

Easy Inter-team Communication and Customer History

Software usado A diario durante Más de dos años
Revisado el 21/8/2019
Fuente de la reseña: Capterra

I can't stress enough how easy Zendesk makes it to pass tickets back and forth between people and teams. My team gets a constant flow of tickets and we are able to keep them organized by time, urgency and topic. All customer emails and voicemails that are incoming to my department are received in Zendesk and it's very simple to either respond or make a note and pass along the ticket to the correct person. Zendesk contributes enormously to my company's efficiency and overall organization.

Puntos a favor

Zendesk allows my team (the accounts receivable team) to work seamlessly with the customer support team. On a daily basis, we pass tickets back and forth to accomplish both simple and more difficult tasks for our customers. The majority of our customer emails, voicemails and recorded calls are logged in Zendesk, so it's easy to search the history of any given customer to find out what they have contacted us about and who helped them. Zendesk makes it super simple to switch back and forth between emailing and making internal notes. A single ticket can contain customer-facing communication, a phone call recording and employee-only notes, all of which are vital to managing our customer accounts.

Puntos en contra

There are really only two things I don't like about Zendesk. First, I don't care for how it looks when two or more tickets are merged together. Instead of logging emails and notes from oldest to newest like a chain of events, Zendesk collapses one ticket into the other and you have to open both to see everything. It's just a little difficult to understand visually. Second, my company used to use a similar system called Help Scout and it was able to tell us when a customer had opened an email from us. Zendesk is not able to do that.

Desglose por calificación

Facilidad de uso

Probabilidad de recomendación: 6.0/10

Recomendación de usuario
8,4/10
Basado en 2372 valoraciones de usuarios
Compara con las alternativas según las recomendaciones de los usuarios
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Precios de Zendesk

Precios de Zendesk

A partir de
5,00 US$/mes
Prueba gratis
Suscripción
Relación calidad-precio
Relación calidad-precio
4,1/5
Basado en 2372 valoraciones de usuarios
Compara las alternativas según la relación calidad-precio
Compara las alternativas

Funciones de Zendesk

Funciones de Zendesk

API
Alertas y alzada
Chat
Comunicación multicanal
Creación de informes y estadísticas
Creación de marca personalizable
Encuestas y comentarios
Gestión de flujos de trabajo
Gestión de la base de conocimiento
Gestión de tickets de soporte
Integración de CRM
Integración de correo electrónico
Integración de redes sociales
Integración de terceros
Mensajería instantánea
Notificaciones automáticas
Panel de actividades
Supervisión
Supervisión en tiempo real
Varios idiomas
Funciones
4,3/5
Basado en 2372 valoraciones de usuarios
Compara con las alternativas según la valoración de características
Compara las alternativas

Categorías

Vídeos y tutoriales

Vídeos y tutoriales

Preguntas frecuentes sobre Zendesk

Preguntas frecuentes sobre Zendesk

He aquí algunas preguntas frecuentes sobre Zendesk.

P. ¿Qué tipo de planes de precios ofrece Zendesk?

Zendesk ofrece los siguientes planes de precios:

A partir de: 5,00 US$/mes

Modelo de precios: Suscripción

Prueba gratis: Disponible

P. ¿Cuáles son las características principales de Zendesk?

No tenemos información sobre las características de Zendesk

P. ¿Quiénes son los usuarios habituales de Zendesk?

Los clientes habituales de Zendesk son:

Trabajadores autónomos, Empresas Grandes, Empresas medianas, Sin ánimo de lucro, Administraciones públicas, Empresas pequeñas

P. ¿Qué idiomas admite Zendesk?

Zendesk admite los siguientes idiomas:

Árabe, Chino (simplificado), Chino (tradicional), Checo, Danés, Neerlandés, Inglés, Finés, Francés, Alemán, Hebreo, Húngaro, Indonesio, Irlandés, Italiano, Japonés, Coreano, Noruego, Polaco, Portugués, Ruso, Español, Sueco, Taiwanés, Tailandés, Turco, Ucraniano

P. ¿Qué tipo de planes de precios ofrece Zendesk?

Zendesk cuenta con los siguientes planes de precios:

Suscripción

P. ¿Zendesk es compatible con dispositivos móviles?

Zendesk admite los siguientes dispositivos:

Android, iPhone, iPad

P. ¿Con qué otras aplicaciones se integra Zendesk?

Zendesk se integra con las siguientes aplicaciones:

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

P. ¿Qué tipo de asistencia ofrece Zendesk?

Zendesk ofrece las siguientes opciones de asistencia:

Preguntas frecuentes, Foro, Base de conocimientos, Asistencia en línea, Asistencia telefónica, Tutoriales en vídeo