Adding tickets in Zendesk for Customer Support works effortlessly. It’s a simple matter of clicking the Add button in the upper right, then selecting Ticket. Once you specify a few pop-up fields for requester, priority, and type (such as incident or problem), all that’s left is to add more detail about the issue. I also tried emailing a support inbox I created, which adds the ticket and even sends a confirmation that someone is working on the issue. I noticed the ticket popped up right away in the main dashboard. Similarly, after connecting Facebook as a support channel, Zendesk routed a tech support question I raised via chat to an agent.
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The main ticket view is straightforward and clutter-free. You can easily see unresolved and recently updated tickets, though suspended and deleted tickets could be a bit more prominent. A filter also lets you quickly view tickets assigned to a specific agent, with a specific priority, status, or other attribute. I used this tool to quickly find high-priority tickets marked urgent, which was a real time-saver. It’s also possible to view tickets related to a single support department, which saves you the trouble of generating a report.
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Zendesk for Customer Service offers many features for triaging tickets. Entity Detection, for example, is an automated way to detect an issue or problem and then route the ticket to an agent based on skill level, workload capacity, and other factors. Additional logic rules can detect what product an issue relates to and route it accordingly. This is helpful for companies that develop or maintain several products.
The AI features for triaging tickets are exceptional. Although Freshdesk Omni also has many such features, Zendesk for Customer Service is more innovative and sometimes works a bit better. For example, its AI-generated suggestions around tone tend to be more in line with what I want.
(Credit: Zendesk/PCMag)
Tickets provide just the right level of detail, and fields are fully customizable. It’s simple to escalate or downgrade a ticket’s priority level, which adjusts the associated SLA. For example, a ticket with an urgent priority might require an agent response within a few hours. Transferring a ticket involves changing the assignee and hitting the Submit button. An alert icon in the upper right shows notifications about tickets, including transfers. It, and some other ticketing functions, could be more prominent.
A Customers tab in the main left-hand sidebar shows you all customer records; adding a new contact is straightforward and similar to adding a ticket. It’s not hard to view, filter, and search for customers, though it doesn’t seem possible to add an attachment to a profile page, such as a photo. Bulk additions are easy; you can import a CSV or Excel file for a group of customers as long as the file is formatted correctly. Like other help desk products, you can see a history of all interactions for every ticket.
