Conversational Cloud vs Zendesk Suite Comparison

Zendesk is very user-friendly software for ticketing, chat and customer support communications. Very happy so far.

There are other solutions like Drift - conversational marketing or Intercom that are very competitive to Zendesk.

Allow our team to deliver lightening fast support that's fun and personal. Plugs into alot of our systems and allows us to share the support tickets easily

Conversational marketing is a tough space and theres alot more options like Drift coming up that are more popular

Simple and elegant quite easy to use and someone with a starter experience in CRM and Service desk should definitely go for Zendesk and once confident based on requirement can make a switch to advanced products in CRM and Ticketing system

Still quite basic as compared to advanced version in Salesforce Service cloud

Good case tracking tool for team collaboration. Flexible API for integration in our company website.

Background workflow good but still not as flexible as others, Salesforce service cloud for example.

Very intuitive to use and set up, our customer base is very complimentary of our support solution. Provides a great user interface and an important interface to our customers who require support. Easily customizable to our requirements.

The initial administration log-in can be confusing if you're not familiar with the software.

Customer service software and support ticketing system by Zendesk. Cloud-based help desk solution and which is quite helpful in cloud computing

With less to say, Zendesk is still the best in business support world, An advancement in their User interface would be best

Easy to setup and use Lovely design Cloud-based Mobile version

Bit expensive FAQ section for customers would be great Import function is difficult to use

The cloud based ZenDesk was very easy to setup and allows me to keep track of things going on through the portal or email.

No major issues so far, not sure how hard it is to setup on premises but the cloud solution was quick and painless to setup.

Customization capabilities; robust reporting platform; ease of use; cloud-based and integrates with other platforms.

Somewhat difficult to setup robust work-flows and automation initially.

It does it it says it will do. Great for ticketing.

So much more it can do just don't have the time to spend time on the learning curve.

Cloud-based software Customisable solution with APIs to extend functionality Reporting feeds into Service Level Agreements (SLAs)

No cons were added to this review

Very affordable rates . Being on a cloud makes it a very efficient and convenient ticketing system to have .

Their main page crashes abnormally often . I don't think it's a browser issue, because it's the only page with which I have this issue . The page can also be hard to navigate if you don't know where you want to go .

I like that they solved a very complicated process of handling customer issues in a very easy way. Their suite provides features that help us humanize the live chat and use natural language with the customers. I can customize some of the replies in a very conversational way. Moreover, I can combine it with multiple channels like email, chat, voice, or messaging, i.e., they allow me to choose the interface I want to use for different parts of my business. It is an excellent service-first CRM software that helps me handle support, sales, marketing, customer engagement, ticketing, etc. all in one place.Additionally, they support more than 50 languages, helping me expand my business across borders.

I did not like that they did not provide me with a personal manager to set up the suite in the initial days. Only after repeated reminders, they provided me with some help. I felt somewhere, that you need to be pro-member in order to get quick responses from them.

Ease of integration with other cloud services - they offer an app catalogue that makes connecting to other systems a breeze!

Mobile access and outdated mobile app. I was never able to get the mobile app to work. Also - they offer an O365 plug-in but it's of limited use - doesn't allow you to modify tickets, only submit new ones.

How it's all cloud based - nothing to install. Even works on your phone. Always on, and clients love it too

A few steps required to set it up correctly. Perhaps needs better waymarking of steps required to onboard correctly.

Zendesk is extremely easy to setup and get started, and once it's up and running, it starts building itself out as a knowledge base. It's extremely easy to search the database, either by ticket #, customer name, application/category, etc. It also produces outstanding reports -- for example, the frequency with which the support staff opens/solves/closes tickets, which customers submit the most/least tickets, etc. In addition, it integrates beautifully with our CRM system (Nutshell) to provide seamless access for sales staff. With this, the sales team can see which customers have open tickets, etc. It's really great! The built-in feedback mechanism is also great, providing customers a chance to review the service received.

It's almost impossible to find something I dislike about Zendesk. I almost never hear any of the support folks complain about it, nor have I run into any problems using it myself.

Zendesk support ticket management is very balanced. With this service, each ticket can be prioritized over others, depending on the severity of the case, in order to address the most complicated and time-consuming situations.

Now, the Zendesk platform has many limitations in terms of its communication tools. For example, it does not integrate to file sharing services, so working with attachments from the cloud becomes complicated.

The advanced cloud-based features and self-service options with minimal third-party intervention outside an excellent customer support department as needed.

The February 2013 security breach and its impact on identity theft and privacy concerns, which Zendesk, Inc. subsequently addressed in an extensive update.

I like that it's in the cloud and multiple users can access it in order to view and track the progress of help desk tickets.

In using Zendesk to track trouble tickets, you can add additional users to CC on emails that are sent out about the tickets. However, those emails don't show who is CCed -- and I'm not entirely confident that the people I request to be CCed are actually receiving the emails.

Cloud based- GENIUS. It makes the app run smoothly without ever having to deal with glitches. Also, the reports it generates are on point! Highly recommend.

It's almost impossible to find something I dislike about Zendesk. I almost never hear any of the support folks complain about it, nor have I run into any problems using it myself.

Since its a web based solution, less expensive to maintain also no headache of data management. One of the best cloud ticket solution for ICT department ticket tracking.

Often we had issue of not getting notifications, like it pausing and then all mails of ticket number would come at once many of them as messing your inbox.

It is very clean and tidy. Easy to use and serves the purpose. I would really like to recommend Zendesk for every enterprise. It is a cloud based!

I am not seeing any Cons for this software. I am not seeing any Cons for this software. I am not seeing any Cons for this software.

- Cloud based, no installer and software to manage on premise - Supports all the different ITSM and ITIL lifecyles - Dashboard and reporting - Features really helps with first call resolution

I would like to see more options around customization of the platform, where you can have the ability to fully reskin the product to match company branding.

It is one of the best cloud-based customer support tools. Includes knowledge base, ticket system and chat function. User-friendly for both sides, customer service agents and customers themselves.

The only problem I have seen is that you cannot modify or edit the source code, in other words it is not an Open Source app.

ZenDesk has been around since 2007 and offers many of the same features that the myriad of other cloud-based Help Desk / Ticketing systems provide. ZenDesk was the gold standard.

To include many of the key features of ZenDesk you must upgrade .