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Zendesk Suite vs Front Comparison

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Overview

Category Leaders

Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and...

Category Leaders

Front is a customer communication hub that surrounds every high-stakes conversation with team collaboration capabilities...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

49

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

19

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.4

3.4K

5

4

3

2

1

1.8K

1.1K

282

57

42

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
would recommend this app

4.5

245

5

4

3

2

1

170

53

11

7

4

  • Value for money
  • Ease of use
  • Features
  • Customer support
92%
would recommend this app

Pros

I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.
This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.
Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.

Pros

It can be super helpful to better communication within your org and connecting other forms of communication like Facebook chat.
Support team really does an incredible job at providing super helpful information quickly and kindly. Their self-support documentation is also wonderful.
There are so many features that are great for organizing your inbox. The organizational benefits allow you to be more efficient in your daily workflow.

Cons

Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
Non-Existent & TERRIBLE Customer Service. You are just a number to them.
If you ever need support from Zendesk then it is horrible.

Cons

However, the number of times we experienced an outage was frustrating.
When you send a message there is a gap of 5 seconds to cancel it but once it has been sent there is no way to recall it.
I really did not listen to the sales rep, he warn me, literally said: if you ar going to use it only for the scheduling links features it will be an overkill.
  • Vendor responds to reviews
  • Last reviewa day ago
  • Vendor responds to reviews
  • Last review9 days ago

Key features

  • Total features184
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Appointment Scheduling
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Behavior Tracking
  • Blended Call Center
  • Brainstorming
  • Business Process Automation
  • CMDB
  • CRM
  • Calendar Management
  • Calendar Sync
  • Calendar/Reminder System
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Analytics
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Compliance Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Visualization
  • Deadline Management
  • Deal Management
  • Decision Support
  • Discussions/Forums
  • Document Storage
  • Drag & Drop
  • Dynamic Content
  • Email Distribution
  • Email Management
  • Email Marketing
  • Email Monitoring
  • Email Reminders
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Directory
  • Employee Management
  • Engagement Tracking
  • Event Calendar
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • For Insurance Industry
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Group Management
  • Health Score
  • Help Desk Management
  • IVR/Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Internal Chat Integration
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Capture
  • Lead Management
  • Lead Qualification
  • Live Chat
  • Macros/Templated Responses
  • Mailing List Management
  • Manual Dialer
  • Meeting Management
  • Mobile Access
  • Mobile Alerts
  • Mobile App
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multi-User Collaboration
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Notes Management
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Opportunity Management
  • Order Management
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Process/Workflow Automation
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Project Planning
  • Project Templates
  • Project Time Tracking
  • Prospecting Tools
  • Quality Assurance
  • Quality Management
  • Queue Management
  • Read Receipts
  • Real Time Analytics
  • Real Time Data
  • Real Time Editing
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Reminders
  • Remote Access/Control
  • Remote Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Resource Management
  • Response Management
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Secure Data Storage
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Shared Inboxes
  • Shipping Management
  • Signature Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Spam Blocker
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Planning
  • Task Progress Tracking
  • Task Scheduling
  • Team Management
  • Template Management
  • Territory Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Time Tracking
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Two-Way Audio & Video
  • Usage Tracking/Analytics
  • Version Control
  • Video Chat
  • Video Conferencing
  • Video Support
  • Virtual Assistant
  • Visual Analytics
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Website Visitor Tracking
  • Whitelisting/Blacklisting
  • Widgets
  • Win/Loss Analysis
  • Workflow Configuration
  • Workflow Management
  • Workforce Management
  • Total features185
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Appointment Scheduling
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Behavior Tracking
  • Blended Call Center
  • Brainstorming
  • Business Process Automation
  • CMDB
  • CRM
  • Calendar Management
  • Calendar Sync
  • Calendar/Reminder System
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Analytics
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Compliance Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Visualization
  • Deadline Management
  • Deal Management
  • Decision Support
  • Discussions/Forums
  • Document Storage
  • Drag & Drop
  • Dynamic Content
  • Email Distribution
  • Email Management
  • Email Marketing
  • Email Monitoring
  • Email Reminders
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Directory
  • Employee Management
  • Engagement Tracking
  • Event Calendar
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • For Insurance Industry
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Group Management
  • Health Score
  • Help Desk Management
  • IVR/Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Internal Chat Integration
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Capture
  • Lead Management
  • Lead Qualification
  • Live Chat
  • Macros/Templated Responses
  • Mailing List Management
  • Manual Dialer
  • Meeting Management
  • Mobile Access
  • Mobile Alerts
  • Mobile App
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multi-User Collaboration
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Notes Management
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Opportunity Management
  • Order Management
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Process/Workflow Automation
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Project Planning
  • Project Templates
  • Project Time Tracking
  • Prospecting Tools
  • Quality Assurance
  • Quality Management
  • Queue Management
  • Read Receipts
  • Real Time Analytics
  • Real Time Data
  • Real Time Editing
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Reminders
  • Remote Access/Control
  • Remote Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Resource Management
  • Response Management
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Secure Data Storage
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Shared Inboxes
  • Shipping Management
  • Signature Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Spam Blocker
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Planning
  • Task Progress Tracking
  • Task Scheduling
  • Team Management
  • Template Management
  • Territory Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Time Tracking
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Two-Way Audio & Video
  • Usage Tracking/Analytics
  • Version Control
  • Video Chat
  • Video Conferencing
  • Video Support
  • Virtual Assistant
  • Visual Analytics
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Website Visitor Tracking
  • Whitelisting/Blacklisting
  • Widgets
  • Win/Loss Analysis
  • Workflow Configuration
  • Workflow Management
  • Workforce Management

Integrations

  • Total integrations1113
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM
  • Total integrations108
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM

User reviews that mention these apps

AvatarImg
AvatarImg

Raul D.

Verified reviewer

Computer Software, 11-50 employees

Used monthly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Good tool for customers issues creation

Reviewed 4 years ago

I used it mostly for the public API and it's great, when I used the front-end app it felt a little tricky to use.

Pros

- It helps on CRM if not used as one. - It has default reports but allows you to creat your own. - Customizable fielda can be added. - It has a public API to implement on your own TI products

Cons

- It is not that comprehensible, it could improve on that - It would be great to allow to add more than one account to manage the issue tracking.

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Computer Software, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Robust tool for support teams

Reviewed 3 years ago

Having used both Front and HelpScout before, Zendesk is my pick at the end of the day for its simple layout but vast customization options.

Pros

The customization available makes a well-run and efficient support desk. It's easy to see where there may be gaps in communication and when content has gotten stale thanks to the analytics available. It can be in-depth as you need it but is easy to understand for new employees.

Cons

There are not any major drawbacks to Zendesk. There are some small features here and there that could be added but of course, every user has different needs and wants.

CT
AvatarImg

Chris T.

Computer Software, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Feature Rich

Reviewed 5 years ago
Pros

Lots of features, and decently straight forward to use. The front end is pretty intuitive but the behind the scenes functionality is not so straight forward.

Cons

Some of the features don't work 100% of the time. Sometimes the link between the separate portals severs and you have to create duplicate accounts.

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Zendesk Suite logo

Zendesk Suite

Ideal Helpdesk Application

Reviewed 5 years ago
Pros

What I appreciate most in Zendesk is the live chat option, that is unique when compared to other helpdesk systems. The user interface is neat and friendly and the cost is affordable

Cons

It is impossible to customize reports from the UI front end. You need to manipulate the back end services for this, requiring the services of an expert

AvatarImg
AvatarImg

Jennifer C.

Verified reviewer

Financial Services, 5,001-10,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk magic

Reviewed 3 years ago

So far its been great! I have no complaints with this yet

Pros

Zendesk is such a wonderful tool for call centers. I have worked in several. This software helps keep everything right in front of you (call history,customer information, etc) so its very easy to access.

Cons

Probably not the easiest user interface I have ever seen, but once you get the hang of it this is an awesome app.

SA
AvatarImg

Steve A.

Computer Software, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Good overall system for customer ticket management

Reviewed a year ago

Overall it has worked pretty well. On the user end, it's been marginally better than Front, but the reporting and integration functions have been better. It's way better than using a regular email program like Outlook.

Pros

What I like most about the software is the easy to set up automations. Overall it's easy to use for ticket management and response.

Cons

What I like least is the lack of auto refreshing. Sometimes views would auto refresh but sometimes not, and it would usually take a while if they did. Also, the tag and macro systems are a bit clunky to use.

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Newspapers, 1,001-5,000 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Making customer service more efficient

Reviewed 4 years ago

It's hard to imagine going back to our pre-Zendesk process. This has made customer service as quick and efficient as possible.

Pros

I respond to many customer inquiries and complaints using Zendesk. It has streamlined the customer service process so much and made it far more efficient thanks to ticket tracking and customization options. It's user-friendly and also gives customers more control, sending confirmations when we've received their messages, allowing them to follow up and giving them the option to choose whether they're satisfied with our service.

Cons

This isn't really a con, but there are so many features that it can be difficult to learn them all and figure out which would most benefit our workflow. I could still use more training on that front.

MH
AvatarImg

Mike H.

Computer Software, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Great support tool for ticket style task management

Reviewed 4 years ago

We love Zendesk and appreciate the growth in integration possibilities.

Pros

The app is pretty intuitive considering all of the different functions Zendesk offers and that a fully functioning support team needs. We can sit a new person down in front of Zendesk and they'll be functioning at a high level within a day.

Cons

I don't feel like the workflows are quite as efficient and user-friendly as I've experienced with other support solutions.

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

E-Learning, 5,001-10,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Easy Way to Communicate with Customers

Reviewed 4 years ago
Pros

Fairly customizable as far as front end view for customers. Easy to use overall and intuitive on the customer end. Mobile app was well developed for both Android and iOS platforms, making on the go ticket management and requests easy to fulfill and manage.

Cons

Integration with other systems could be challenging. Customer support was very slow when we did run into issues with the platform, which impacted our ability to respond to our customers in a timely way.

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Real Estate, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zendesk Suite logo

Zendesk Suite

ZenDesk is useful but needs a bit more

Reviewed 5 years ago
Pros

The software is great to use for reporting and keeping track of tickets for chats, calls, and emails.

Cons

The speed of the program - it seems to be really slow most of the time. Also the layout of the site needs to be reworked - the New button at the top should be moved in order to prevent accidental clicks, the notifications need to be moved so they don't get in front of other features.

KP
AvatarImg

Kristen P.

Computer Software, 51-200 employees

Used other for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zendesk Suite logo

Zendesk Suite

We've Strengthened Our Customer Support Thanks to Zendesk

Reviewed 3 years ago

We cannot imagine our support teams without Zendesk. Customer requests are quickly delegated between our front office, technical support teams, and marketing outreach teams—and an agent can easily look up message history to view past conversations with other agents. It helps our teams maintain the personalization that our clients need while quickly solving their questions or help requests. The best part? Our customers feel genuinely supported and heard.

Pros

Our technical and purchase support teams faced the challenge of increasing support requests as our company grew. No longer was it manageable or logical to respond to customers through a Gmail alias. With the overhead in delegation and our tricky queue needs, we found Zendesk to be the answer to our administrative woes. Not to mention our answer when it came to a tech support agent taking a well-deserved day off without worrying about their email coverage. With fluid delegation and available API integration, our support teams increased their response and decreased the average time to resolve tickets, all contributing to more satisfied customers and increased, company-wide collaboration.

Cons

The greatest challenge was forwarding a message into Zendesk while ensuring that the support personnel remembered to change the sender from the forwarded company address to the customer's address. After some investigating, our technical support team found Zendesk's developer portal to be of great value and integrated a macro that automatically changes the field. This challenge hasn't been an issue since. Zendesk is extremely customizable, and, for that, we love it.

BH
AvatarImg

Brady H.

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk - Awesome in Every Way!

Reviewed 10 years ago

I've been using Zendesk for a couple of years now to manage support tickets for a small web service I operate. As a small company that lacks a dedicated support team, it was very important to me to find a support solution that was very professional but also easy to set up and manage for anyone in the company handling support issues. After dealing with custom installed options that weren't super reliable,...

Pros

No pros were added to this review

Cons

No cons were added to this review

AP
AvatarImg

Andrew P.

Verified reviewer

Luxury Goods & Jewelry, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk Chat LIVE at A Glance

Reviewed 4 years ago

I have realized after using Zendesk Chat that there was a lot of things and good opportunity's I had missed by not knowing the information that Zendesk Chat provides. I feel more confident in my business and I am making my costumers happier by understanding there needs faster an being able to provide the best possible service I can for my clients

Pros

I love the fact that when you first get it installed the program offers a free 14 day pro trial, and after the trials over It goes back to a free version. Zendesk Chat dose very well in teaching you how to chat right away so you don't miss out on any possible contacts /sales and as the tutorial is quite brief but effective . the look of the Zendesk chat is crisp and quite clean with everything you...

Cons

the only con I can think of that this application may have is its lack of integration to other programs beyond Zendesk

OF
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Ollie F.

E-Learning, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Front

Vital Software

Reviewed 3 years ago

No more missed messages, lots of time saved by not having to jump into different channels. It was very simple to set up too (also tried Zendesk which was too complicated by comparison)

Pros

How it brings all the channels in to one place. No more jumping between Gmail tabs, Whatsapp Web tabs, SMS on a phone (!), Facebook messenger tab. It all comes into one place. Being able to link to conversations is very useful too, as is the option to share and comment on emails - no more CCing between team members.

Cons

Nothing I don't like, but more integrations (in particular monday.com) would be great.

AR
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Anonymous Reviewer

Verified reviewer

Outsourcing/Offshoring, 201-500 employees

Used daily for less than 6 months

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

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Front

An email client that's also your help desk.

Reviewed 4 years ago

I'm still learning on how to customize it to better fit my needs. We use this app as our internal help centre (we previously used Zendesk) and I'm optimistic on the premise of this app.

Pros

Its main focus is to be a collaborative platform between the users of an organization, where you can easily share, assign, tag, and answer support emails without the need to forwarding the email to the right person. And this is really great for customer/technical support, where multiple people and chime in with their suggestions and comments.

Cons

I've been using this app for the past month or so and my feelings are mixed. In one hand, you have this great cross collaboration tool, but the UI isn't polished enough, as it tries to be "the only app you'll ever need", but at times it feels bit too much and messy.

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David D.

Verified reviewer

Consumer Services, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Front

Great product with a few annoying things

Reviewed 6 months ago

Overall great product, really happy with the exception of the email nesting

Pros

Easy to use - actually integrates well and completely replaces all other email managers. Unlike Zendesk or similar products; emails you send from Front are actually sent from your email address, not a weird routing domain like yourcompany.zendesk.com

Cons

When multiple emails come in on the same day with the same title (e.g., two customers respond to the same automated email they got), Front will nest them together as if they are one thread. This causes problems with the customer support team because sometimes they forget / don't know they need to scroll up to respond individually to each nested email. Pretty annoying and error prone

NB
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Nick B.

Verified reviewer

Real Estate, 201-500 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Front

Great App for Team Management of Tickets and Emails from Various Sources

Reviewed 2 years ago

We're thrilled with our experience. Support team really does an incredible job at providing super helpful information quickly and kindly. Their self-support documentation is also wonderful. The application itself functions as expected for our inbound sales team to manage hundreds of inquiries with Canned Responses, auto responses, Snooze + Follow up, tagging, and collaboration. Highly recommend the tool. We use Zendesk for our Customer Experience team (support). It is a very robust tool and we haven't evaluated fully what it would look like to move to Front App from Zendesk. The needs get very technical for huge customer support operations, so Front would probably be sufficient, but I haven't fully vetted that.

Pros

I love the customer support. The tool behaves as expected and has the requirements we need to manage a global set of 6 inbound sales teams, managing tickets that come from all of our property listing sites. It has integration with Salesforce that allows our reps to interact seamlessly (for 90%+ of instances). We're very happy with the rule automation and workflow management. Our company heavily relies on Front and is happy to do so!

Cons

The analytics are pretty good, but could use some more flexibility. There are a couple niche, specific limitations that we have that we have to build workarounds for. Honestly can't think of a major pain for our use case. It is a sales use case, not customer support. Very rare down time, and any issue is displayed for all to see and addressed quickly.

JM
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Jake M.

Information Technology and Services, 1,001-5,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Front

Collaboration Made Easy!

Reviewed 3 years ago

I highly recommend Front for team-based customer service or support teams who can take advantage of shared drafts, comments, assigning threads, tags, and snoozing. Our team works with high customer ratios, mostly reactive but with some proactive outreach, and Front enables us to work collaboratively to drive customer success at scale in an efficient and cohesive manner.

Pros

As a member of an at-scale team-model customer success team, Front simplifies and streamlines collaboration by enabling transparency into what the rest of the team is working on and who they're speaking with, ease of use sharing threads and context among the team, insight into past customer communications, and robust integrations with G Suite and our CRM among other platforms. The Front team is consistently innovating on top of their existing functionality to continually make the platform more user-friendly and fun to use. I certainly enjoy the UI much more than working out of Gmail.

Cons

I prefer the web-app version of Front as opposed to the desktop app simply because I like having all my tools in one browser window, and I love the keyboard shortcuts that exist on the web app, but I know there are so many more on the desktop app that I would love to see enabled the web app. Other than that though I don't have too many complaints! Their product team is always responsive to feedback, and when I have a problem they are quick to address my concerns

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Shari G.

Verified reviewer

Consumer Services, 5,001-10,000 employees

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Front

A Great Software to Communicate With Customers

Reviewed 7 months ago
Pros

I've used Zendesk for years, which is a really popular customer ticket support software, and this software is way better than it! The UI is already familiar as its set up like the main inbox to your Gmail or Outlook account and you can actually see when a customer has 'Seen' your message! The software has its own Desktop app unlike a lot of others, but I mostly use it through the web to sift through...

Cons

The only dislike I have is when I was first given access to it, I selected the option to log in with my work's Google account to make the process easier. I then realized that my work emails were actually coming into the main Front's inbox and all the other teams could see those messages. I found the option to turn off all personal incoming messages but I could not unlink my Google account from it so I can still see all my old messages in my inbox and have no way of removing them without them being deleted from my actual work account's email.