Microsoft Power Automate is an advanced automation platform offering a range of features, including AI-powered automation, robotic process automation (RPA), business process automation (BPA), digital process automation (DPA), and process/task mining. The platform aims to empower organizations to securely automate their operations at scale by leveraging low-code and AI technologies.
$15
per month per user
Zendesk Suite
Score 8.7 out of 10
N/A
Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.
If you are in a team that needs to develop automated solutions but have no coding experience and no access to a developer, Power Automate is one of the best places to start. It is incredibly flexible and likely has triggers and actions that can connect with your platforms, especially if you use the Microsoft stack. Additionally, using webhooks, you can connect to many different endpoints to get systems working together.
Being a customer support agent, I found it very good when it comes to send an email or call or chat- with the user. I can do all that from the one single platform which is so easy and time saving for you. It does not take much time to use this, We can chat- with the user and at the same time we can send an email to them as well.
I REALLY wish I could just drop in a block of python or PowerShell code sometimes. The visual low-code things are great for moving around data but sometimes it would be faster if I could just tap out some code.
The DOM (Document Object Model) is not entirely apparent and takes a lot of trial and error, and sometimes it's even different between different connectors. I would love to be able to just see the path to access some specific variables from earlier processes.
Is there a way for AEs and CSMs to be informed in a weekly summary of all their accounts and any tickets? Example: Disney submitted a ticket on XYZ. Google has an urgent issue on X still unresolved.
Is there a way for CSMs or AEs to have a Dashboard that's specific to their accounts instead of seeing all the tickets in the queue that are not relevant to them?
The tool is very useful when used with its various native connectors, taking great advantage of the integration between the components and systems of the Office365 universe. However, its cost is still high, and automation using more advanced components containing AI resources becomes unfeasible for some companies. Due to the financial crisis that many companies are currently experiencing, investment in automation systems or tools is taking a back seat.
Zendesk is an amazing tool for communicating with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and there are statuses used to make communication easy. We have internal conversations between departments, linked with useful software such as Zingtree, Talkdesk, and Webs.
Power Automate features a clean and intuitive user interface that allows users to create, manage, and monitor workflows easily. The UI is designed to be accessible to both technical and non-technical users, with drag-and-drop functionality for building workflows. Power Automate supports integration with a wide range of Microsoft and third-party applications. This flexibility in integration allows users to automate workflows across various systems, enhancing overall productivity and efficiency.
Pros: The agent interface is sleek, contemporary, and relatively easy to learn compared to many other enterprise tools. For common tasks, admins are given point-and-click options- adding fields, modifying workflows, constructing macros. The knowledge base (Guide) editor is easy to use for non-developers. Drawbacks: Once you move past the initial things - complex automations, reporting/analytics in Explore, and/or customizations integrating the API, it requires much more advanced training to use successfully. Navigating between the different modules (Support, Explore, Chat, Guide) can feel very disconnected; often you are reminded that it really is a "suite" of products brought together -not really one unified platform. If you're using multiple brands managing simultaneous support tickets, or heavily customizing workflows to meet your brand, you may run into a bit of struggle with usability. So: it's a lot more user friendly than the palaces (Salesforce Service Cloud, ServiceNow), but is not used as quickly or with as much streamlined flow as a product made for a small shop. So if you are looking for a great balance, this is a good option if you are a net new organization or an organization on their way to scaling from 15 - 50 employee. Expect some elbow grease from the admin team once learning, adapting, and working efficiently once you move past the basics with your support tickets and initial customizations.
both Community support and Microsoft official support typically respond to (and resolve) reported issues in a VERY expedient manner, usually going above and beyond for education and bugfixing. I have been thoroughly impressed with the level of support I had been provided in the past.
We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request
after reviewing the main features of Power Automate, the Microsoft trainer focused on some of our real life use cases implementation, from simple to more advanced.
although it was productive, it is more difficult to stay focused and in a 7 hours a day online training (including screen share issues and the fact that the trainer just can't precisely show the exact location of your mistake)
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.
I was part of the migration of classic SharePoint workflows and Nintex workflows. We didn't spend much time learning the new platform because of its user-friendly interface and intuitive drag-and-drop functionality. We have mostly O365 E1 and E3 licensed users, so they can participate in our Citizen Development program and utilize Power Automate to build day-to-day business processes.
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
I have many years of experience with Nintex applications and it stands up very well against Microsoft Power Automate. I hope Microsoft Power Automate can become the better workflow application. With the Integrated AI builder and continuous updates I expect they can become the better one in a few years.
The customisable reporting every time. Our leadership reply on me to run my team and want to know what customers are telling us so they can elevate our products. We have extensive custom reports that tie up all aspects of our product and customer journeys. I've not found another product that allows me as much freedom as Zendesk Suite explore does, so far.
Microsoft's professional services provide hands-on support throughout the implementation lifecycle of Power Automate.This includes initial setup, configuration, integration with existing systems, testing, and deployment. They ensure that workflows are correctly designed, optimized for performance, and aligned with security best practices.
Integrating other AI solutions for an organization with high volumes can cost about USD5000 monthly. With Zendesk AI and by building onto the same with AI powered apps built for Zendesk Suite we save a projected USD4000 monthly.
Robust Zendesk APIs have enabled us to integrate our internal system with a customized app saving us hundreds of hours every quarter spent loading customer profiles that are not loaded instantly from the app.
Plug and play apps like Round robin save us weeks of sprint delay timelines as they do not require additional coding or developer support to install and start using.
