Zendesk Suite

My main use case for Zendesk  is for inquiries and requests from our tenants.

I use Zendesk  to process inquiries and requests from our tenants by having them write to us via email addresses or via a web form on our website to create a ticket on various topics, such as statements, questions about rent arrears, complaints about their apartment, or repairs. These are then processed by our property managers. We have implemented several automations that automatically route the tickets to the right person, and we have also programmed our own app for Zendesk, which allows you to find the tenants' rental contracts.

I would also note that we use Zendesk internally in the company for IT-related issues or for issues in SAP, so the internal ticket system is used for employees as well. The employees themselves also work with Zendesk for the tenants' requests. I would particularly point out that we have integrated several external service providers into our ticket system, who then also have an account, so we do not have to send emails to these service providers. Instead, they can process our assignments, which we pass on to them, via Zendesk.

Zendesk has had a positive impact on my company by increasing efficiency and also increasing customer satisfaction. It is a lot of work to keep optimizing Zendesk because there is always a need for optimization, but in general, the tool ensures far less chaos.

For example, last year we introduced the feature that when tenants include their rental contract number in the email or enter their rental contract number in the web form, the ticket is automatically routed to the correct processor. This means fewer manual steps, tickets are left pending less often, and are forwarded directly to the right specialist.

The best features that Zendesk offers, in my opinion, include single sign-on, which is a very good feature so that you do not have to manage users' passwords. Additionally, it is relatively easy to create automations or to create macros or to customize Zendesk in such a way that it fits how you want to use it.

I would also add that I particularly value the open API interface, as it makes it possible to connect other tools or programs, for example our forms on the website, with Zendesk. With that, you can integrate Zendesk very effectively into your infrastructure, since it is very easy to exchange data with Zendesk.

In my opinion, Zendesk could be improved by offering even more out-of-the-box functions since you are sometimes restricted when creating macros or automations. What also bothers me is that users cannot turn email notifications on or off themselves or adjust them, but this can only be specified by the admin. Additionally, there are really only two roles, namely the agent and the admin, and some functions are only available with an admin account which is not ideal for a large company where you do not want to give everyone an admin account. I would prefer the option to create more roles and adapt them to your use cases.

I would also mention that the Zendesk app on iOS is not very good. It is functional, but it is not enjoyable to work with it on mobile, and the apps that you have programmed yourself or added are not supported there either, which makes it more difficult to integrate workers who work on the move or are out in the field.