Zendesk Suite vs Salesforce Service Cloud Comparison

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.

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

- I think what they try for is simplicity, but I don't think it succeeds very well. - UI is relatively reactive and speedy.

- Overly busy user interface. - Lack of customization for views. - Poor integration with knowledge base - Interface for viewing parent accounts + child accounts of those accounts just doesn't make sense, it isn't intuitive.

We tested this and a few other solutions for figuring out the best solution for our support team. Worked great and was much better organized than our previous support solution. The livechat feature was great, but we primarily tested the email solution.

desk.com had easier salesforce integration (since salesforce owns desk.com now). This is why we went with desk.com instead of Zendesk as our sales team used salesforce already. Their integration may have improved since though.

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

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Zendesk has a strong following and the number of customer references made it easy for us to decide to give it a try. My favorite aspect is the amount of customization available to tailor the look and experience of the support portal. It's easy to add FAQs or knowledge bases to make support as self service as possible. The ticket submission system is straightforward to configure. The UI allows for multiple tabs to expedite searches. We also added a JIRA integration that allows us to pass tickets to engineering which works quite well. Additionally, we are making use of the various analytics in order to make sure we are optimizing for the right metrics to continually improve customer satisfaction.

Zendesk starts at $49/agent so it's not cheap. That said, you do get a ton of functionality from the lowest pricing tier. While there is integration with salesforce, it's not as well done as Service Cloud (obviously). For companies who want a single source of truth, you are going to have to sync data back and forth which could become brittle. For license management you also will have to write your own automation.

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.

Zendesk is SO easy to use. I think the thing I love the most is the interface. It took me no time at all to pick up when I first started using it. My last company used Salesforce Service Cloud and the learning curve for that was so much steeper. With Zendesk, it's super easy to reference a client's case history, listen to previously recorded calls, make outbound calls, set up queues and views, and create new tickets.

The only small quirk I would change is that the first email in a ticket can't be external, but that is a very minor inconvenience and overall I wouldn't change a thing.

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.

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.

You can make call recordings. You can customize the communication system, and make email campaigns. In addition, you can do inbound marketing, and phone key imput. You can track the life cycle of each client, and their messages. Zendesk is a useful platform for all types of companies, due to its wide spectrum of functionality as a customer service management service (every online company needs good...

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Zendesk has many shortcomings, especially when it comes to storing documents and monitoring networks. Its routing function is slow, and it is not automatable. Another problem is (ironically) your tool for managing and tracking problems, it's slow.

All the options that you have to configurate your webchat and the monitor features that it has to control the operation.

I had an issue whith the integration with salesforce and it was difficult to solve with their customer support.

The ticket tracking system is very easy to use and set up so you can see what tickets each business unit or user has open. It also integrates very well with Slack and Salesforce so users can submit tickets and we can track results in Salesforce.

Some of the automation is very confusing and certain settings are hard to find because they are buried somewhere. We have automation set up to assign tickets to certain people, but if the ticket needs to get reassigned because it actually relates to another person, it is very difficult to change due to the automation rules automatically reassigning it.

The product is so easy to use. You can integrate any software to it to make your support processing streamlined and simple. We integrated JIRA, Slack, Gmail and TalkDesk. Zendesk also allows you to create a knowledge base within the system.

Setting up automations can be difficult, but rewarding once you have the process down. Also, searching for previous tickets for reference can be tedious and all over the place.

I have been a part of two teams utilizing (home office to consumer-facing) and implementing (for internal team use) Zendesk and overall see many valuable attributes it brings to the table in a market that is pretty saturated with similar tools. For ease of use, I think it tops the chart and is more user friendly than its competitors like the SalesForce comprehensive cloud setup.

Live and integrative chat and messaging features are only as usable as the persons responsible for accessing and keeping up with them are available. This is not necessarily a flaw in this application but the idea of chat bot accessibility for real-time, more complex or not frequently asked and answered questions and concerns itself.

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Once you setup a template for issue reporting, you are able to report issues via email without having to login to zendesk. As long as the email is formatted correctly, zendesk will populate the appropriate fields in the template with information contained within the email. You can also receive automatic updates on issues reported via email so you do not have to keep logging into zendesk to know if any updates have occurred.

Zendesk is not integrated with salesforce and therefore our sales representatives do not have a view of their customer reported issues.

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I like the ease of reading through case documentation. It is presented like a message thread so the flow is easy to follow.

I dislike how simplistic it is. Nothing necessarily wrong with this software, but it just seems like Salesforce does everything a little better.

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Easy to use and free which proved you with base service

the last upgraded which support the CRM, and all support for the cloud

It was easy to setup, and generally everyone has an integration or works with it. They are clearly the leader in the space for ticketing.

We literally could not do anything to get someone to help us with issues we had. Anything from billing, to support request to answering questions was a runaround. Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it. We were light users of it, and didn't warrant them answering all of our questions based on deal size, but it was still a nightmare.

Zendesk eliminates the needs for emails and easy to filter messages. Integrate with Salesforce and many other applications. Provide powerful reporting and customer satisfaction surveys.

Can be expensive for all the features. Simple to use, but takes time to train staff to really take the full of advantage of Zendesk.

Excellent software, it is an electronic commerce tool, it stands out for its customer service through email, telephone line, social networks and real-time chat through an application, the tool is developed so that calls can be made from Zendesk, even thanks to its user interface, several entries can be viewed at the same time

It does not have significant disadvantages, one of the few disadvantages is with respect to prices, it may be somewhat higher than the rest of the customer service software, and on the other hand, it does not have the possibility of changing the code (Open Source )

permet d'intégrer le ticketing avec la version de salesfroces. Très pratique si le reste de la suite est déjà déployée (contrairement à l'utilisation croisée avec Service Now)

Temps de prise en main et de déploiement pour les équipes avec le reste de la suite

Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised.

It is highly complex and it doesn't come with out of box customization. For every single feature implementation u will need a. Consultant. It is only suitable for big call center provided if they maintain a Salesforce engineering team to create and implement all the features as per the Support departments requirements.

This CRM sui