Zendesk Suite vs Front Comparison

- 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

- 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.

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.

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.

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.

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.

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

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

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.

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

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.

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.

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.

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.

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.

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

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.

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.

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

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.

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.

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.

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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...

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

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.

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

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.

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.

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

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

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!

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.

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.

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

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...

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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.