Likelihood to Recommend Lansweeper I believe is well suited for any environment - its low cost and small footprint make it an easy addition to any organization, big or small, that is looking for an asset inventory solution that can either replace or supplement existing asset management systems. It may not be well suited for situations where a lot of customization is necessary, such as pulling in custom fields or details from equipment that don't reside in a registry.
Read full review Inbound messaging it is top notch, it does it well and couldn't imagine anyone's program doing it better. Like I said before been using ZenDesk for over 7 years and absolutely love it. We use the talk feature with the phone very limited so Zen works fine for us, but if I was running an inbound or outbound call center I don't believe Zen has all the functions I would want as a manager. For limited phone use and mostly email, text, and even web chat, ZenDesk works great. Having the iOS App is so great and flexibility with notifications allows my team to be "on call" anytime without unnecessary interruptions
Read full review Pros Inventory - LANSweeper scans the network for devices - anything with an SNMP trap or using AD or local credentials. We can get an in-depth look at devices. Reporting - LANSweeper can generate just about any report you can imagine. We can check RAM in groups and determine where upgrades are needed. We can find local printers (which aren't allowed on our network) and address that issue with the user. We can check CPU type to help determine end of life without our network. Printers - It's nice to have a quick look at printer statuses. Toner levels, out of paper, and service errors are all reported via LANSweeper. Read full review Reporting and Analytics Ease of Agent Training and Use Able to add multiple brands with related custom reports and dashboards Adding a new brand and basic help center is easy to do without the need of an expert or web team Ability of agents and supervisors to see customer history across multiple channels Read full review Cons Can only scan what it sees. Doesn't show every item on the machine. Patches are also absent. Software Recognition is OK with Microsoft. It is dire within our network of multiple products. Recognition is at about 35% with constant manual work needed to baseline for each manufacturer in each network Datacenter compliance is a manual project. We used Excel extensively. License optimization is limited to installations v surplus licenses. We need to know who's using what and how. Read full review I think the Graphical User Interface could use a facelift. It not the most aesthetically pleasing platform in my experience. Particular things like where the default is when you click on each and every dropdown menu. The macro integration could be a little more simplified. Read full review Likelihood to Renew The price to function scale is so far towards function it would be stupid to get rid of it
Read full review Zendesk is super easy to use and navigate. I really enjoy the sleek layout, the ability to tailor tickets, the macro option, and the quick key guide they have to make your use of time even more effective. My whole team loves working with Zendesk and rarely ever has problems.
Read full review Usability As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like
HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
Read full review Reliability and Availability In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Read full review Performance There has been minor performance degradation on a very few days out of the two years I have been using the product.
Read full review Support Rating Lots of info online there are tons of SQL Reports you can copy from the web as Lansweeper and users post many of them. They also send out alerts that pop up on Lansweeper, letting you know of an update that you need for certain software and provide an SQL report so you can scan your system to see what PCs need this update.
Read full review Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Read full review Online Training Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Read full review Implementation Rating I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time. The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
Read full review Alternatives Considered Microsoft System Center needs to install agents on all IT asset for discovery and sometimes the agents can easily get corrupted. Lansweeper is a SaaS solution and it's easier to deploy to all IT asset that are connected to the network. This save us a lot of deployment time without the need to engage vendor for professional service.
Read full review If spoken honestly Intercom is a level-par with any nearest competitor, Tools like Zendesk has to catchup with them in speed. However, there is an advantage to Zendesk with its simple and easy-to-get software which falls in every mid and small-size business pocket wherein Intercom is way too expensive and needs a tech admin to customize the product. The kick-starting feature with negligible configuration made Zendesk the ideal choice of our organization + the budget fell under our expenses.
Read full review Return on Investment It had a positive impact on solutions expense cause several teams we're using different solutions with different costs that used several servers and DB resources. Now, we've been able to simply that a lot with Lansweeper. With my previous point, people had to train and learn about each of their solutions. Now we can put a team in charge and so the other teams can focus on other tasks. Last year Lansweeper changed their licencing prices a lot so it slashed our budget. Read full review The positives weigh more than the negatives here, as it gives us a one-stop portal where we can tend to customer needs using one web app It has also helped us identify areas of improvement based on the reporting feature The value it provides outweighs any missing or lacking features that I'm sure will be available in the future Read full review ScreenShots Zendesk Suite Screenshots