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Zendesk Suite vs Workplace from Meta 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

Workplace from Facebook is a simple and secure way for people to share knowledge, work together and build connected communities.

  • 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

4

/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

4.4

1.2K

5

4

3

2

1

667

361

135

28

10

  • 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

I love how easy it is for someone to put their talents on display and how easy it is for me to find them, helped a lot to find great people to partner with.
Workplace has given me the opportunity to connect with other independent business owners with similar interests and values. It is a secure platform we feel safe sharing motivating content.
I'm very pleased and happy with this product. It's helping me to stay connected and be productive in all areas online.

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

Don't even use it anymore due to the massive spam and inability to turn off notifications.
I disliked the large amount of notifications that are received from the groups that I participated. This impacts directly on my productivity at work, because it spent a considerable amount of time.
Probably the biggest complaint I've heard concerning Workplace is the price as it is a bit on the expensive side for what it does.
  • Vendor responds to reviews
  • Last review2 days ago
  • Vendor responds to reviews
  • Last review22 days ago

Key features

  • Total features184
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Action Item Tracking
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Activity/News Feed
  • Agenda Management
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Attendee Management
  • Audio Calls
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • Brainstorming
  • CMDB
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • 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
  • Decision Support
  • Discussions/Forums
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Directory
  • Employee Photos
  • Event Calendar
  • Event Triggered Actions
  • Feedback Management
  • File 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
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Meeting Management
  • Messaging
  • Mobile Access
  • Mobile Alerts
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multi-User Collaboration
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Newsletter Management
  • Notes Management
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • On-Demand Webcasting
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Presentation Streaming
  • Presentation Tools
  • Prioritization
  • Private Chat
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Projections
  • Quality Assurance
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Synchronization
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recording
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Screen Sharing
  • Search/Filter
  • Secure Data Storage
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • To-Do List
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • User Profiles
  • Video Conferencing
  • Video Streaming
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Website Visitor Tracking
  • Widgets
  • Win/Loss Analysis
  • Workflow Configuration
  • Workflow Management
  • Total features69
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Action Item Tracking
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Activity/News Feed
  • Agenda Management
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Attendee Management
  • Audio Calls
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • Brainstorming
  • CMDB
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • 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
  • Decision Support
  • Discussions/Forums
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Directory
  • Employee Photos
  • Event Calendar
  • Event Triggered Actions
  • Feedback Management
  • File 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
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Meeting Management
  • Messaging
  • Mobile Access
  • Mobile Alerts
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multi-User Collaboration
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Newsletter Management
  • Notes Management
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • On-Demand Webcasting
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Presentation Streaming
  • Presentation Tools
  • Prioritization
  • Private Chat
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Projections
  • Quality Assurance
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Synchronization
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recording
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Screen Sharing
  • Search/Filter
  • Secure Data Storage
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • To-Do List
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • User Profiles
  • Video Conferencing
  • Video Streaming
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Website Visitor Tracking
  • Widgets
  • Win/Loss Analysis
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations1114
  • 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 integrations63
  • 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
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Manoj R.

Verified reviewer

Fund-Raising,

Used weekly 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 customer support application

Reviewed 5 years ago
Pros

One of the first to introduce a well designed and thought out customer support software. They have continued to simplify it and maintain their leading position over the years among a rush of new companies setup to imitate Zendesk

Cons

Zendesk has withdrawn support from entry pricing plans. They have also removed access to Apps and integrations from entry pricing plan.

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Computer Software, 1,001-5,000 employees

Used weekly 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

Nice tools for serving your customer

Reviewed 4 years ago

I integrate Zendesk with my mobile application. you just show a "need help" text box to your user. send that data through Zendesk API, ticket will be generated. and you can keep track how your team solved user needs!

Pros

• this software can be integrated anywhere easily (i integrate with my mobile apps) • Zendesk provide nice grouping • those grouping can be converted to nice analytic and reporting emails

Cons

• from what i heard from the one that makes deals, this one a little bit pricy. • other than that, i have no complain

SK
AvatarImg

SUMIT K.

Legal Services, 201-500 employees

Used weekly 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

This tool easily manages customer tickets and very helpfull for maintaining CRM

Reviewed 5 years ago

The System keeps a very close track of customer queries and its responses

Pros

Look and feel of the interface is what keeps you hooked onto to it. The system is also evolving day by day

Cons

Sometimes I have felt a lag in response from the tool. However on reporting the same you get a quick response from the team.

SP
AvatarImg

Staš P.

Leisure, Travel & Tourism, 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

Zendesk lice chat

Reviewed 7 months ago

great customer support

Pros

this product is great for integrating live chat on your website, it is easy to use and implement

Cons

video chat is missing from the regular licence

MH
AvatarImg

Melissa H.

Health, Wellness and Fitness, 11-50 employees

Used daily 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

Very pleased with overall functionality

Reviewed 7 months ago

I had a great experience with Zendesk

Pros

I liked the personal customizations and overall functionality from macros to the knowledgebase.

Cons

Occasional delay in response from Zendesk CSR, but nothing horrible

AvatarImg
AvatarImg

Javier Victor Marian B.

Verified reviewer

Government Administration, 11-50 employees

Used daily for 6-12 months

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

This review is from the Administrator side, not from IT side.

Reviewed 4 years ago
Pros

I'm the network and sys admin for government. IT asked me to install and configure zendesk for their use. The installation and deployment was great and easy. This days zendesk its almost an standar software for helpdesk. Was easy to configure and start using it by the IT people. Has all the options that you need to give support to the computers on a large network.

Cons

None for now. At least from the administration side. Easy to maintain and backup. I did not hear any complain from IT since they started using it. (6 month now)

JB
AvatarImg

Jason B.

Financial 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 recommend6/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk

Reviewed 2 months ago
Pros

Great customer support, quick to set up, make changes, add users and groups.

Cons

I think the interface could be improved from a UX perspective.

FC
AvatarImg

Frans C.

Used daily for 2+ years

Review source

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

Share this review:

Zendesk Suite logo

Zendesk Suite

Easy to learn and intuitive helpdesk tooling and more.

Reviewed 5 years ago
Pros

Very easy to use, offers all required functionality to run a helpdesk in one tool. Easy reporting functionality as well. No training needed for users. Excellent customer support.

Cons

Advanced reporting or configuration requires a bit more time from administrators.

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Computer Software, 1,001-5,000 employees

Used other for 6-12 months

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

Easiest way to submit a ticket

Reviewed 5 years ago

getting assistance from IT quickly and efficiently

Pros

It made submitting IT support tickets quick and easy - no more hoping that IT saw that email I sent because I can keep track of the status

Cons

can't think of any - the product is easy to use as long as your company follows up with requests on the back end, issues will be resolved easily

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Information Technology and Services, 201-500 employees

Used daily 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

Zen at home Zen at Work

Reviewed 4 years ago

Ticket Support is easy, breezy.

Pros

Easy to use, Zendesk implements the best UI to handle support problems everywhere, from internal employees to customers.

Cons

Pricing could be better but aside from that I really enjoy it.

AvatarImg
AvatarImg

Michael C.

Verified reviewer

Internet, 501-1,000 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

Godo Ticket System

Reviewed 4 years ago
Pros

Allows customers to manage their tickets by email or web interface. Flexible for allowing various queues, categories, tagging, etc for better customer routing/escalation and data analysis

Cons

Aside from some quirks with add-ons, haven't seen any major problems.

NN
AvatarImg

Namusoke N.

Broadcast Media, 51-200 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

Zendesk is easy to get adapted to

Reviewed 2 months ago

Well, the tool helps us in communicating to clients through responding to their tickets across different channels

Pros

I like the user interface that makes ticket filtering so easier from the latest to the oldest and hence giving you where to start from, you can integrate it with social media platforms and respond to clients from one tool

Cons

It is so expensive and does not have any free version as like other software on the market, and require more technical training to use it fully and understand it well

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Real Estate, 1,001-5,000 employees

Used daily for 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

One of the best software for Chat support

Reviewed 4 months ago

Its best, but need extra improvement from UI Side

Pros

User-friendly and upload file functionality.

Cons

Sometime, it pops up without requirement of chat support

AvatarImg
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Agata J.

Verified reviewer

11-50 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 ticketing system

Reviewed 5 years ago

Zendesk platform allows us to manage tickets from customers

Pros

Many integration options, nice user interface with intuitive navigation. The easy to operate and convenient ticketing system helps us to improve our customer service

Cons

Price is pretty high, most great features are available just in the high priced plans. Do not like their customer support, you should look for most answers on the peer support forum.

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Internet, 1-10 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

very nice application

Reviewed a month ago

from my own experience I recommend zendesk for users

Pros

I like the fact that it is exceptionally easy to understand, use, promote and control

Cons

I haven't found any complication yet with zendesk

QU
AvatarImg

Quentin U.

Computer Software, 51-200 employees

Used monthly 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

Honestly, there's Zendesk and the rest.

Reviewed 17 days ago

Best experience, not just in customer service software, but in software in general.

Pros

I love the UX/UI. All their automated features (templating, automated assignments, etc.) are immensely useful, and easy to set up. You basically have all integrations with your tech stack available (CRM, CCaaS, etc.)

Cons

There is nothing to dislike about Zendesk...! At least, from my point of view.

AvatarImg
AvatarImg

James M.

Verified reviewer

Real Estate, 1-10 employees

Used other for less than 6 months

Review source

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

Share this review:

Zendesk Suite logo

Zendesk Suite

Customer Support Software from a company that has horrible support

Reviewed 3 years ago

Everything from the first second after signing up is difficult.

Pros

It loads properly when you go to sign in.

Cons

All support is only by email and the people who answer just copy and paste possible answers AT YOU rather than problem solve.

TM
AvatarImg

Taylur M.

Verified reviewer

Government Administration, 10,001+ employees

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

I never write full star reviews

Reviewed 3 years ago

Amazing ! Everyone should take a lesson from this fine establishment.

Pros

It’s incredibly easy to use this software. It’s self explanatory! But you don’t have to worry about doing it alone.... INSTRUCTIONS & HELP IS THERE !

Cons

I have no cons. Even the customers are happy with its user interface & ease of use

SP
AvatarImg

Sophie P.

Retail, 1,001-5,000 employees

Used daily for 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

Great for customer service communication and measurement

Reviewed 6 months ago

Solving customer issues, quick to use means out response time is short.

Pros

Once you know hoe to use the features, it is easy to use and a great way to keep track of customer enquiries enabling us to respond accordingly to solve any issues

Cons

Merging enquiries raised from different platforms. Out of office option also doesn't work on occasions

GS
AvatarImg

Giovanna S.

Biotechnology, 11-50 employees

Used daily for 6-12 months

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 app

Reviewed a month ago

although it was difficult at first, I adapted well

Pros

practicality of response to the customer and its resources

Cons

viewing tickets from another area becomes difficult because the ticket does not come back open

KF
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KIMBERLY F.

Photography, 1-10 employees

Review source

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

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Zendesk Suite

Used for the free trial....

Reviewed 3 years ago

Customer service from them is dead in the water which sucks

Pros

I loved how feature rich this software was, it definitely helped me help my shoppers and website visitors.

Cons

I wasn't a fan of the price once the free trial ended...along with the fact that their customer support is not there.

AL
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Amy L.

Marketing and Advertising, self-employed

Used daily for 1-2 years

Review source

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

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Zendesk Suite

Great way to organize questions and customer service

Reviewed 5 years ago

Kept my email inbox from being overrun with customer service requests.

Pros

Kept a constant stream of questions and customer service requests organized and manageable. Easy to search and to assign issues to various members of a team.

Cons

It's not an immediately intuitive interface, it takes a little time to get used to it and get productive.

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Dan C.

Verified reviewer

Wholesale, 201-500 employees

Used daily for 2+ years

Review source

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

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Zendesk Suite

Excellent lightweight service desk tool for a great price!

Reviewed 5 years ago

Excellent tracking capabilities with built in reports for industry standard service desk metrics. I love the ease of use from both a customer's standpoint and from a technician's point of view.

Pros

Zendesk is easy to setup and out of the box it provides you with an excellent ticketing system. They offer plenty of recipes to implement more complex service desk operations, and the system is very easy to configure to ensure full ITIL compliance.

Cons

Because the tool is lightweight, it does not start out 100% ITIL compliant, but it doesn't take much effort to get it there.

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Jonathan L.

Verified reviewer

Information Technology and Services, 501-1,000 employees

Used daily for 2+ years

Review source

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

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Zendesk Suite

An Excellent Customer Experience Management Software

Reviewed 3 years ago
Pros

Easy to use, but also very customizable on the back end. We've expanded this from just our IT department to our our enrollment and student services, and it has worked well in every situation.

Cons

There is occasional confusion on email integration and how replying works from both customer & agent ends.

DC
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Davide C.

Information Technology and Services, 11-50 employees

Used daily for 1-2 years

Review source

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

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Zendesk Suite

Zendesk...Good but....

Reviewed 10 months ago
Pros

The ability to manage all reports from various customers

Cons

The management of the hourly balance at the end of the month, management of too much complicity of the SLAs, management of confusing information

AR
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Anonymous Reviewer

Verified reviewer

Architecture & Planning, 1-10 employees

Used weekly for less than 6 months

Review source

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

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Workplace from Meta

Good tool for inter-workplace communication

Reviewed 3 years ago
Pros

This software makes it easy for me and my fellow employees to communicate on a simple to use, secure, platform. People these days love Facebook, so it's great to have a version of Facebook that is usable in the workplace

Cons

File transfer/sharing could be easier and more intuitive. It would also be great to be able to link with G suite in the app.

RC
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Ryan C.

Information Technology and Services, 51-200 employees

Used other for less than 6 months

Review source

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

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Workplace from Meta

Facebook Workplace for Collaboration

Reviewed 4 years ago
Pros

Facebook Workplace is another tool out there that allows chatting, video conferencing, and communication throughout an integrated organization. It is similar to other GUIs like this, but has a newsfeed like feel that is a little different than some other companies. It is Facebook after all. The free option is nice as an offering, but there is an upgrade as well.

Cons

It is a stand-alone product that you can integrate with Google or maybe other apps. It is not integrated into a suite like Microsoft or Google’s, but is an okay stand alone option.

AR
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Anonymous Reviewer

Verified reviewer

Construction, 11-50 employees

Used daily for less than 6 months

Review source

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

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Workplace from Meta

Still getting a feel for it

Reviewed 4 years ago
Pros

I like the basic functions of the app. However, i don't feel that the app is necessary. I feel that the same tasks can be completed with Facebook messenger, office suite, Skype, or gmail.

Cons

I dont feel the program is necessary for my workplace. I'm still getting a feel for it and if anything changes I'll redo my review in following months.

AR
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Anonymous Reviewer

Verified reviewer

Telecommunications, 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 recommend7/10

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Workplace from Meta

A good social media site for your work needs, but not as popular

Reviewed 3 years ago

It gets the work done for engagement , posts and updates. Need to add in more enterprise features and target productivity features.

Pros

It is similar to Facebook, so there is almost no learning curve and people are familiar with it. You can have groups, post, links, etc. to keep the employee engagement levels high. You can get bots, we have a birthday bot which sends out personalized messages and post for the people with Birthdays.

Cons

It may get boring after a while. Need to add in more features like forms and complex surveys to cater more to enterprise needs. It has become just another social media site with not many uses - just posts and updates. If you have Microsoft for all your needs like mail, office productivity suite, cloud, etc, then why do you need this? Use teams or lync from Microsoft, it'll be better option.

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Ravinder B.

Verified reviewer

Legal Services, 501-1,000 employees

Used daily for 1-2 years

Review source

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

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