Nexthink Workplace Experience is a cloud-native platform allowing IT teams to manage the Digital Employee Experience (DEX) by providing insights across devices, applications, users, operating systems, locations and organizational units.
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Zendesk Suite
Score8.5 out of 10
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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.
I've been managing desktops for 20+ years and Nexthink was the missing tool out of my toolbox. Just to give some perspective, if you were building and maintaining a house, Nexthink would be comparable to switching up from a hammer and nails and to full blown using a nailgun. Nexthink is a solution accelerator and a well thought out toolset to give you the customer experience at a glance. It allows for so much more visibility just with the default set of data points the Collector (agent) gathers, which is A LOT, and grants you the ability to gather even more data with remote actions. All of this evidence cuts how the "it could possibly be this" and "maybe it's that" discussions when you're troubleshooting an issue. It may not provide the exact answer all the time, but it gives you a "compass point" on where you need to start looking to resolve the issue. Also the service monitoring, activity monitoring, and critical event thresholds really empower the teams to know when a problem is happening and they can get ahead of it before the first call even reaches the Help Desk. Nexthink is a cornerstone tool in our environment for end user experience and I'm excited to see where the go next.
Zendesk is good for small teams where work is not passed along to internal teams or situations where escalations lead to further customer interactions and no further oversight is needed. It is weak as a product for larger and medium-sized companies, where processes are in place that are not aligned with its workflow, as it is a very rigid tool.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The on-premise solution can be slow at times and resource-demanding even on newer laptops. (This isn't the case with the cloud offering.)
Some useful features are only available to cloud customers.
Library pack configuration could be made easier, often these packs require some customization and it's not always clear how to get them up and running after importing.
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?
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
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 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
Nexthink had better integration and a better user interface. 1E did not have the engagement capability which is so critical to many of the actions we complete using Nexthink. Nexthink had better trending data capabilities. 1E did not capture and hold data the way Nexthink does so all data assumes you are able to pull information from all systems at any time. with remote systems it is unlikely you will capture all systems at the same time so it makes any actions less effective. this review was performed 4 years ago so 1E may have addressed some of these limitations but Nexthink has also grown and continues to add and improve on their industry-leading capabilities.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
At the time of evaluation, Dynamics had extremely limited knowledge and support capabilities. The UI is clunky, and reporting requires a deep understanding of the underlying data structure. Ongoing maintenance was costly and didn't provide a positive ROI in any sense of the term.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
SCCM proactive remediation: Automatically resolving hundreds of SCCM issues per month
Hardware: Identification of over $5m cost avoidance by seeing a lack of usage for 128GB SSDs - no need to upgrade to 256GB... coupled with OneDrive migration packs in the Nexthink library this is valuable.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
