キャプテラ - 日本企業の最適な
ソフトウェア選びをサポートし17年

Zendesk Suiteとは?

Zendeskは、業界トップレベルのカスタマー・サービス・ソリューションを提供します。規模を問わず、平均で、顧客満足度を25%、エージェントの生産性を30%向上させます。顧客とのやり取りは、Webウィジェット、事前定義されたチケット応答、完全な顧客履歴といった機能を備えた、単一のダイナミック・インタフェースで行われます。迅速に立ち上げて稼働させることができるので、迅速な結果を期待できます。

Zendesk Suiteの対象ユーザー

Zendeskはサービス指向の顧客関係管理 (CRM) 企業であり、顧客関係の改善を目的としたソフトウェアを構築しています。Zendeskのソフトウェアはパワフルで柔軟性があり、あらゆる企業のニーズを満たす拡張性を備えています。

Zendesk Suiteソフトウェア - 1
Zendesk Suiteソフトウェア - 2
Zendesk Suiteソフトウェア - 3
Zendesk Suiteソフトウェア - 4

Zendesk Suiteをご存知でしょうか? 別の人気製品との比較

Zendesk Suite

Zendesk Suite

4.4 (4,002)
$55.00
無料バージョン
無料トライアル
180
221
4.3 (4,002)
4.2 (4,002)
4.3 (4,002)
VS.
価格プラン
価格オプション
機能
連携サービス
使いやすさ
価格の妥当性
カスタマーサービス
$20.00
無料バージョン
無料トライアル
80
99
4.4 (165)
4.3 (165)
4.6 (165)
緑色の評価バーは、平均評価とレビュー数に基づいて高評価の製品を表しています。

Zendesk Suiteの他のおすすめ代替製品

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Brevo
高評価の機能
メールキャンペーン管理
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高評価の機能
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顧客データベース
Freshdesk
高評価の機能
サポートチケット管理
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Intercom
高評価の機能
チャット、メッセージング
ライブチャット
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高評価の機能
モバイル・アクセス
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高評価の機能
インシデント管理
サポートチケット管理
チケット管理
Talkdesk
高評価の機能
レポート/分析
通話録音
連絡先管理

Zendesk Suiteの評判・レビュー

評価ポイント

総合評価
4.4
使いやすさ
4.3
カスタマーサービス
4.3
機能
4.4
価格の妥当性
4.2

企業規模(従業員数)別レビュー数

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Andrew
Andrew
アメリカのChief Executive Officer
認証済みLinkedInユーザー
コンピュータ・ソフトウェア, 11~50人規模の会社
使用期間: 2年以上
投稿経路

Great System for Support Ticket Management

4.0 昨年

製品を使ってみた感想: Overall, our experience with Zendesk as a support ticketing system has been good. While a bit expensive for the amount of features we use, the integrations and automations available work well with our current client workflow and processes.

良いポイント:

Zendesk offers a lot of great automations and integrations that are essential to running a successful support desk. Custom automated responses based on ticket criteria help reduce admin time spent updating tickets, and give clients instant recognition that they request has been received. The Zendesk integration with Jira is extremely helpful for managing new support tickets within an existing or ongoing project. New Zendesk tickets can be easily imported into existing Jira projects for seamless workflow.

改善してほしい点:

Depending on your need and desired use of the platform, Zendesk Suite comes at a fair expensive price. If you're looking for basic support ticket management and need a lot of individual users to manage workflow, then Zendesk will not be a very affordable option, as you will be charges for each individual user. The admin panel is also a bit cumbersome to manage, as there are separate systems for managing tickets and managing automations/workflows. A combined or condense admin panel would provide a much better user interface for admin and service agents.

Heather
カナダのMarketing Manager
通信, 51~200人規模の会社
使用期間: 2年以上
投稿経路

Solid customer support system

4.0 先月 新着

製品を使ってみた感想: Our team is happy with Zendesk for supporting our two products. The agents learn the system quickly, and feel comfortable answering email tickets and taking live chats. We receive excellent customer reviews on the quality of the support we provide.

良いポイント:

Zendesk is easy to organize and automate, providing prewritten macros for agents to use, and preset chatflows for a bot to provide first-level support.

改善してほしい点:

Zendesk limits the number of steps you can use in each product's chatbot, and will not let you purchase additional steps, which is a bit frustrating.

tonya
アメリカのhousekeeping supervisor
病院、ヘルスケア, 10,000+人規模の会社
使用期間: 1~5か月
投稿経路

so close to 5stars

3.0 先週 新着

製品を使ってみた感想: Overall it was okay, it has a few bugs that need figured out before it can be 5 stars

良いポイント:

It was easy to navigate and user friendly.

改善してほしい点:

It would oftentimes lag and make it a longer process then needed.

Johan
スウェーデンのApplication Manager
コンピュータ・ソフトウェア, 2~10人規模の会社
使用期間: 1~5か月
投稿経路

検討した類似製品:

The support tool with extra everything

4.0 4 か月前

製品を使ってみた感想: We have tried several support tools for best possible support to our customer.
Zendesk Suite have everything bundled so you don't need to use diffrent tools

良いポイント:

It's easy to use and have everything you need for your Customer Service

改善してほしい点:

Nothing really bad about it, maybe the UI could be better sometimes.

Amitabh
インドのTechnical Support Engineer
情報技術、情報サービス, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

A ticketing platform

4.0 3 週間前 新着

製品を使ってみた感想: Overall it is extremely helpful ticketing tool to make work easy by mahing automations , personal queue, managing of chats, call over one dashboard. All these things give ease to use Zendesk.

良いポイント:

1. Highly reliable platform for tickets, chats, and phone management. 2. Well management dashboard and UI for work and checking. 3. Highly integerable and easy to start with as well.

改善してほしい点:

1. High bandwidth is needed otherwise it shows performance issues. 2. Frequent downtime reported in past few months.

Rudy
Rudy
レバノンのFounder
認証済みLinkedInユーザー
インターネット, 11~50人規模の会社
使用期間: 2年以上
投稿経路
ソース:GetApp

検討した類似製品:

Worst Experience with Zendesk Suite - Avoid at All Costs

1.0 5 か月前

製品を使ってみた感想: Our overall experience with Zendesk Suite was dreadful. Despite being long-time users, we faced continuous hassles and struggles, particularly with their payment structure and unresponsive support team. When we attempted to downgrade our user numbers, a small oversight led to an automatic renewal, and our account manager failed to respond in time. This resulted in unnecessary charges that we could not afford, and Zendesk showed no willingness to provide a solution. In the end, we lost all our data and help center content. Their rigid policies, poor customer service, and illogical pricing model have caused significant damage to our business. I strongly advise against using Zendesk Suite as there are far better alternatives available.

良いポイント:

The platform had a good reputation and seemed like a reliable choice based on its longstanding presence in the market.

改善してほしい点:

Extremely poor customer service and support. Payment methods and structure are convoluted and inflexible. Account managers are solely focused on making money rather than helping customers. Unresponsive and evasive support team, often citing vacations as a reason for delays. Inability to downgrade user numbers in a timely manner, leading to unnecessary charges. Lost all our data and help center content due to their rigid policies. Overall, their pricing model and policies are illogical and harmful to loyal customers.

Armando
ギリシャのTechnical support
コンピュータ・ゲーム, 51~200人規模の会社
使用期間: 2年以上
投稿経路

Clean and usable

5.0 2 か月前 新着

製品を使ってみた感想: I have more than 7 years of experience with Zendesk and I've always enjoyed working with it.

良いポイント:

The interface and the usability. It's very well organized and "clean".

改善してほしい点:

There are no particular things in Zendesk that I don't like.

Krystle
アメリカのAccounts Receivable Specialist
経理, 51~200人規模の会社
使用期間: 6~12か月
投稿経路

Use Zendesk to improve customer satisfaction and manage all functions needed

4.0 先月 新着

製品を使ってみた感想: It's a great platform for customer support, managing tickets and multichannel support. I feel like it improves our customer interactions

良いポイント:

I like that it combines multiple channels like email, chat, phone, and social media- also works with 3rd party tools like Salesforce. It is scalable which is great for our growing company

改善してほしい点:

It can be expensive for smaller companies, it is also hard to set up (per our IT dept)

Aarushi
カナダのGeneral Manager
小売, 1,001~5,000人規模の会社
使用期間: 1年以上
投稿経路

Solution space

5.0 先月 新着

良いポイント:

Ease of use and collective data when you need it

改善してほしい点:

There is nothing that I didn’t like in this program

Yusuf
アメリカのOwner
健康、ウェルネス、フィットネス, 自営業
使用期間: 1年以上
投稿経路

Mandatory Download

5.0 4 週間前 新着

製品を使ってみた感想: My overall experience with Zendesk Suite is its an amazing, high quality, app that allows you to work from home, do school from home and just basic business contacts.

良いポイント:

Qhat i like most about zendesk it that ability to interact with co-workers, amagers and even school.

改善してほしい点:

What i like least about zendesk suite is that i just wish it qould turn off somethimes in just needa brake feom work. Lol.

Preben
ノルウェーのSenior Advisor
国際貿易と開発, 501~1,000人規模の会社
使用期間: 2年以上
投稿経路

Resurface the power of customer service with Zendesk Suite.

5.0 11 か月前

製品を使ってみた感想: It's the most customized and more simplified software which gives you the chance to install apps which you may have found useful.Its the best.The experience was satisfying.

良いポイント:

Its a flexible software which is very easy to introduce.Brings collaboration between me and my team.It has helped me achieve alot and created a good relationship with my clients and my sales have doubled.Its easy to answer queries and solve any arising issues together Very easy to adopt no training required.This is the chief ingredient in building yourself.

改善してほしい点:

Absolutely satisfying performance,I a proud user.

kreasan
南アフリカのJnr HR Business Partner
建設, 10,000+人規模の会社
使用期間: 2年以上
投稿経路

Zendesk Suite offers both quality and quantity under the same basket.

5.0 昨年

製品を使ってみた感想: Profoundly amazing. Giving the best experience to customers and creating a wonderful working environment for all.

良いポイント:

Achieving automations in workflows saves time and energy. It also relieves the organization the cost of hiring more personnels for the job. I have experienced a quantified benefits ranging from speed, smartness in the outcome and cost effectiveness. I highly treasure Zendesk Suite. Customers are appreciating what they get from us. Join the ride for greater achievements.

改善してほしい点:

Very clean. I find no cons for Zendesk Suite. Everything is sorted by the ease of navigation and smart results.

Brenden
ベルギーのCTO
コンピュータ・ソフトウェア, 2~10人規模の会社
使用期間: 1年以上
投稿経路

All in one package for customer support and external documentation

5.0 6 か月前

良いポイント:

Zendesk offers a easy-to-use and complete feature set for customer support and external documentation. All of which is maintainable by non-technical people.

改善してほしい点:

The set-up and fine-tuning to your specific process might require some time to figure. While their rule engine is super flexible, it requires some getting used to.

Protima
インドのMember Services Executive
消費者サービス, 51~200人規模の会社
使用期間: 2年以上
投稿経路

Very helpful tool for customer services with multiple options : Chat, Email, Messaging, Calls

5.0 4 か月前

製品を使ってみた感想: It makes day to day tasks easy.
Chat, Email, Messaging, Calls options to do the daily tasks.
Internal notes option helps to keep track of the status of the tickets/concerns.
Links of Guru, Atlas can be attached for references.
Multiple tasks and concerns can be handled together.

良いポイント:

Multiple helpful tools like email, voice, text messages, internal notes and live chat to communicate with the customers.

改善してほしい点:

All tools and options are helpful. All is good.

Filippo
Filippo
カナダのSupport Specialist
認証済みLinkedInユーザー
情報技術、情報サービス, 5,001~10,000人規模の会社
使用期間: 2年以上
投稿経路

Best ticketing tool I have ever used!

5.0 11 か月前

製品を使ってみた感想: My experience is overwhelmingly positive. The tool is reliable, stable, and extremely efficient.

良いポイント:

The intuitive interface, role management, and customization and automation of responses via macro are the features that made Zendesk a game changer for me and my role.

改善してほしい点:

Markdown can be tricky to use, especially if other 3rd party software for crafting text are in use. Separation between internal notes and public messages could be clearer and have better safeguards in order to send internal notes as public messages and viceversa (or a quick recall features)

Kalina
Kalina
アメリカのFreelance and Human resources
認証済みLinkedInユーザー
消費財, 自営業
使用期間: 1~5か月
投稿経路

Zendesk Suite, Is It Really Sweet?

4.0 2 か月前

製品を使ってみた感想: So far my use with Zendesk Suite has been quite positive. No issues and its very reliable.

良いポイント:

I love that Zendesk Suite is a realable app that allows me to provide wonderful customer support services that my customers deserve from the beginning.

改善してほしい点:

The only disadvantage I see with Zendesk Suite is that userw with a lower pricing plan have a lot more limitations of features available.

Tareq
アメリカのAccounting
不動産, 51~200人規模の会社
使用期間: 1年以上
投稿経路

Zendesk - tracking communication master

5.0 2 か月前

製品を使ってみた感想: amazing, i dont know what i would do without zendesk in my role. It made tracking everyhting so easy

良いポイント:

zendesk is so good. its a better version of email. I would say zendesk was so confusing to use at first, but after awhile, oh gosh, its really amazing. Zendesk can track everything and my favorite feature would be the numbers assigned to tickets. you can always refer to anything as long as you have the number

改善してほしい点:

what i hate about zendesk is they keep changing the format a lot. After getting used to one format, they go ahead and change it which takes a while to get used to.

Anugrah
インドのTeammate
通信, 1,001~5,000人規模の会社
使用期間: 1年以上
投稿経路

Zendesk- The Powerful Tool

5.0 5 か月前

製品を使ってみた感想: I have had a generally favorable experience with Zendesk Suite, which is consistent with its reputation as a powerful and all-inclusive customer support platform.Its seamless integration with a range of other products and platforms has been one of its most notable characteristics. This has made it easier for data to move between systems and made sure that consumer information is constantly available, resulting in a more streamlined workflow.

良いポイント:

The platform helps to expedite customer support procedures by providing strong automation features and configurable workflows. With the help of these tools, teams may route tickets according to predetermined standards, automate tedious processes, and make sure that customers' concerns are handled quickly and by the right team member.

改善してほしい点:

According to certain users, Zendesk can be resource-intensive, especially when it comes to browser and system speed. This might result in less effective workflow and slower reaction times, particularly when several features and integrations are being used.

Emma
カナダのCustomer operations manager
消費財, 2~10人規模の会社
使用期間: 2年以上
投稿経路

Zendesk is easy to use to help your customers

5.0 3 か月前

製品を使ってみた感想: It's a great program. Makes helping my customers super easy without having to jump around to multiple programs or spreadsheets to find my customers information or order details. I can link it directly to my shops hosting site.

良いポイント:

Zendesk is very easy to navigate and with the added bonus of linking apps I can tether directly to my customers orders, or even just quickly view their account information directly from my inbox screen.

改善してほしい点:

I might just not see how to do it, but I can't add a secondary contact to my replies.

Roland
Roland
アメリカのSenior Account Manager
認証済みLinkedInユーザー
物流、サプライチェーン, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

Powerful but complicated

5.0 6 か月前

良いポイント:

It’s a centralized communication and ticketing system. It allows us to keep track of customer comms and link them to specific items within our systems.

改善してほしい点:

It had quite the learning curve. It’s a sometimes complicated tool and new agents often need hand-holding when onboarding.

Oni
アメリカのMobile App Developer
プロフェッショナル・トレーニング、コーチング, 51~200人規模の会社
使用期間: 2年以上
投稿経路

Good helpdesk tool with many features

5.0 3 か月前

製品を使ってみた感想: As well, it saves me so much hassle concerning the enhancement of the workflow. Issues can be handled and resolved a lot quicker adding to the satisfaction of both myself and my clients.

良いポイント:

It helps me to manage my customer support effectively – all my interactions are in one location that makes it a lot easier to follow up on.

改善してほしい点:

It may be a little interesting to set up in the beginning particularly for small teams. There are many functionalities to get there.

Stephanie
スペインのCS Team Lead
繊維製品, 11~50人規模の会社
使用期間: 2年以上
投稿経路

Efficient Customer Support with Zendesk Suite

5.0 3 か月前

製品を使ってみた感想: My overall experience with Zendesk Suite has been excellent. It's easy to use, customizable, and has significantly improved our customer support process. Highly recommend it!

良いポイント:

The user interface is super intuitive, which makes managing customer interactions easy. Overall, it's really improved how we handle customer service.

改善してほしい点:

There haven't been any major drawbacks so far. Zendesk Suite has been smooth and effective for our needs as a team.

Wijnand
オランダのTechnical Consultant
情報技術、情報サービス, 11~50人規模の会社
使用期間: 6~12か月
投稿経路

An old-fashioned customer-friendly product

4.0 11 か月前

製品を使ってみた感想: Zendesk feels user- and customer friendly, you profit from an accessible knowledge base but for a growing SaaS company we feel like there could be improvement in supporting more extensive workflows, processes and ITSM-aspects.

良いポイント:

I like that customers can easily profit from the knowledge base which helps reducing the amount of incoming tickets but also the simple things as replying, changing the ticket status and reading formatted text is so much easier. By the way, also you don't get easily lost in big threads.

改善してほしい点:

There isn't a full Self-Service Portal like other ITSM-tools and there is limited functionality to enable decision-makers and leaders to have control over their Change Management process.

Ashley
Ashley
アメリカのOwner
認証済みLinkedInユーザー
ホスピタリティ, 自営業
使用期間: 2年以上
投稿経路

Its a good app

4.0 7 か月前

製品を使ってみた感想: overall its bee. A great experience. I definitely recommend it

良いポイント:

its easy to use and navigate. The layout is great also.

改善してほしい点:

it does take a bit of time for them to answer

認証済みレビュアー
認証済みLinkedInユーザー
銀行, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

Zendesk Review

4.0 4 か月前

良いポイント:

That it integrates with other Apps and has it own dash

改善してほしい点:

That it takes a lot of actions to configurate tags, for exemple.