Zendesk Assist

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Zendesk Assist (which begins at $5 per person per 30 days) is without doubt one of the hottest helpdesk options obtainable at present. However superior performance prices extra with Zendesk Assist, opening the door to a doubtlessly steep pricing construction. Nevertheless, its superior options nonetheless aren’t sufficient to compete with an enterprise-grade platform similar to Editors’ Alternative winner Vivantio Professional, although they’re on par with our different Editors’ Alternative winner HappyFox.

Due to Zendesk’s pricing construction, it is necessary to find out what you will want earlier than making your buying choice. Tally up every part you need and every part you may want after which calculate potential prices. Run these numbers in opposition to Zendesk Assist’s rivals, most of which have set pricing, to see whether or not this software will make sense in your price range. If cash’s no issue, then Zendesk Assist is certainly price your consideration.

Options and Reporting

The function lists of helpdesk functions all begin to look very comparable and Zendesk Assist does not stand out a lot from the pack, though in late 2015 it did announce that it had built-in machine studying (ML) into its platform to assist with predictive analytics round buyer satisfaction. Nonetheless, all the commonplace containers we got down to search for on this roundup are ticked. Zendesk Assist lets tickets be raised by way of the same old array of sources: chat, e-mail, in-app assist, social networking web sites, phone, and the net. The corporate additionally offers outbound messaging for brokers, a self-service portal for the final inhabitants, and an open software programming interface (API). The myriad of the way tickets can get raised into Zendesk Assist is one in all its strengths—one that’s solely slowly being replicated by its competitors. As soon as a ticket is raised, the app lets brokers add inside notes to it, which generally is a enormous assist when tickets are being dealt with by a number of brokers in the course of the tickets’ lifetime.

Reporting was good however dependent upon the pricing tier you are in. Beginning with the Skilled plan, customers will get entry to data powered by GoodData. If you cannot afford $49 per agent per 30 days for the Skilled plan, you then’ll be relegated to very minimal reporting. You possibly can drop all the manner right down to only a CSV file should you’re not cautious.

One factor we preferred was Zendesk Assist’s implementation of Enterprise Guidelines. By utilizing this function, service desk representatives can set off computerized workflows based mostly on adjustments to the unique hassle ticket. You possibly can even add macros to this course of to make use of shortcuts when responding to oft-encountered issues. And repair reps can even dynamically route tickets exterior of workflow guidelines, if mandatory, just by cc’ing different co-workers or shring data utilizing inside notes.

Whereas not fairly an Info Know-how Infrastructure Library (ITIL)-friendly system, Zendesk Assist does allow you to elevate issues—one thing that not all helpdesk options provide. The inclusion of such a function, whereas not adhering to your complete ITIL methodology, is an fascinating one in that it offers clients extra flexibility over how you can deploy and make the most of their Zendesk Assist funding.

Pricing and Plans

Zendesk Assist is on the market in 5 paid plans. The pricing construction begins out at simply $5 per person per 30 days for the Important plan. That is the starter plan that we reviewed and it is Zendesk’s most simple, entry-level plan. Relying on the options you require, there are 4 extra plans that may be chosen, together with the Staff, Skilled, Enterprise, and Elite plans. The Staff plan prices $19 per agent per 30 days (billed yearly). The Skilled plan is likely to be the most suitable choice for almost all of companies because it presents loads of options at its pretty low value of $49 per person per 30 days (billed yearly). The Skilled plan is not the most affordable plan we’ve got come throughout however it might be price the price. The Enterprise plan prices $99 per agent per 30 days (billed yearly). Elite, the costliest plan, runs $199 per agent per 30 days (billed yearly) and consists of Elite Assist and Product Coaching. Lastly, a free trial is obtainable to anybody that wishes to get their ft moist earlier than committing to any of Zendesk Assist’s paid plans.

One necessary level to notice is that Zendesk has damaged out into many merchandise a bunch of options different rivals embody inside a single product. For instance, a data base and a self-service portal are a part of the Zendesk Information product, whereas dwell chat, name middle integration by way of Voice-over-IP (VoIP), and social messaging integration are a part of apps named Chat, Discuss, and Message, respectively. Pricing for all of those separate apps is complicated, so make sure you take a look at out your full end-to-end answer fastidiously and get a full value quote from Zendesk earlier than leaping into something.

Zendesk Reporting

Interface and Workflow

Zendesk’s person interface (UI) presents no transitions to seize your consideration, and the density of knowledge proven on the display screen at anyone time is low. That is not to say the UI is simply too sparse as a result of we discovered that every part we would have liked was displayed without delay, with out us needing to click on between tabs or home windows with a view to discover what we would have liked. The identical cannot be stated of all the competitors’s choices (specifically, Samanage). You will have to work with Zendesk Assist a bit to get aware of it as a result of, whereas the UI has all the icons you are going to want, it does not have too many labels. This made its total impression rather less clear than one thing similar to Freshdesk.

Still, it’s not a bad UI and our opinion here is largely subjective. For example, one of our favorite features is its Views screen that lets agents see all of the tickets that are, for example, unsolved or recently added. This lets you make sure that nothing falls through the cracks. Views can be extensively customized to your preferences, too. This is one area in which Freshdesk tried to do something similar but we preferred the way Zendesk Support shows the information, including ticket expiration times.

You can get into the meat of Zendesk Support by clicking on the “+” button at the top of the screen. This button brings up a collection of options, letting agents quickly create new tickets to users or organizations. Clicking the option to create a new ticket does just that, with a blank ticket loaded into the main part of the screen and a navigation pane remaining on the left-hand side.

At this point, you just need to enter the necessary data, filling in the Description, Requester, and Subject fields. Once you populated them, we recommend you head to the area where agents can assign the newly created ticket to either a person or a team via the Assignee box (with either being auto-filled as agents type). This is useful when raising tickets to the right people and can truly save time when later triaging incidents.

Once all of the relevant boxes are completed (as not all are required), save the ticket. You will be taken back to the Main view with all of the open tickets displayed. This inbox of sorts lets agents get a bird’s-eye view of what is currently active within the service desk. If done right, this can save agents time, letting them avoid having to open and close tickets just to find out rudimentary information (such as expiry time). Zendesk Support gets it right by letting this view be edited, giving you the option to add whatever information suits your company’s needs. Customization is always welcome, especially when it brings functionality with it.

Zendesk Unsolved tickets

Closing Tickets

Open tickets can have notes added to them via the Main Ticket view, with both internal and public notes being an option. Once complete, a ticket can be resolved by clicking Submit as Solved, which marks the ticket marked as completed. The agent can then return to the Main Ticket view for the next ticket on which to work. Tickets that have recently been worked on can easily be found via the Recently Solved Tickets view. This view is accessible via the Navigation pane. Other views offered here include Recently Updated Tickets and Pending Tickets.

Zendesk Support is a capable helpdesk solution. It has most of the features that a small, midsize, or even large organization will need—as long as tickets and the way they get raised are what your organization primarily needs. In other words, don’t look to Zendesk Support to handle projects, code and system changes, or assets, even using one of its many add-on products. Still, it’s a sleek, workable solution that will suit plenty of businesses, though you’ll probably find you’re paying more than you originally intended.

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