Zendesk Suite vs Workplace from Meta Comparison

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

Zendesk has withdrawn support from entry pricing plans.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

• 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

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

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

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

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

video chat is missing from the regular licence

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

Occasional delay in response from Zendesk CSR, but nothing horrible

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.

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)

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

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

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.

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

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

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

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

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

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

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

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

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

User-friendly and upload file functionality.

Sometime, it pops up without requirement of chat support

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

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.

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

I haven't found any complication yet with zendesk

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.)

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

It loads properly when you go to sign in.

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

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 !

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

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

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

practicality of response to the customer and its resources

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

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

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

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.

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

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.

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

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.

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

The ability to manage all reports from various customers

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

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

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.

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.

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.

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.

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.

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.

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.