Nuclino vs. Zendesk Suite

For game design - Perfect for personal notes, recipes, snippets - Perfect for storing some organized data (for example, links to resources) - Perfect for a content playground powered by AI - Very good for diagrams - Very good. Don't know any bad examples. Tool really great. Rich functionality. Especially love different views (table, graph).

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.

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• The system is extremely fast. The application loads and displays data in milliseconds. This makes the system easy to work with.
• It's also easy to edit documentation and information, as information can be editing directly without the use of an "edit" button.
• Pricing: Loading speed, ease of use and quick editing are its main advantage that makes it stand out from competitors. Having said that, the pricing is very good as well.

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Independently Invited by TrustRadius

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• Merging of the tickets with similar issues, it is easy to avoid confusion
• Al global team somehow gets connected with different ways like Slack, with the Zendesk Suite which is so easier to highlight & the issue quickly
• The best thing is that this tool gives you to send the message via chat-, email, call through the one single platform
• Now AI has been added so it works good

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Independently Invited by TrustRadius

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• switching overe workspaces is bit tedious at the moment
• more granular control over what users can edit inside workspace -> specific items or any item under a specific collection
• currently its not clear who edited an item last -> footer that updates each time item has been edited and by whom
• support for smartsheets. only because we use them ;)
• on prem version? (easier to sell this to my boss)

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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

• 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?

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Independently Invited by TrustRadius

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.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

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

It has a very clean UI for me, the multiple views are so so useful, we can collaborate freely, and fast. This app helped us to grow because now we are giving our time more on generating ideas and of course getting more projects and clients giving real ROI instead of focusing on organizing files. But just like all apps out there, it has some room for improvement

Incentivized

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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

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.

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Independently Invited by TrustRadius

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

In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.

There has been minor performance degradation on a very few days out of the two years I have been using the product.

My team has an individual dedicated to content management and Nuclino is one of her job descriptions. It's nice knowing she is able to handle any issues that arise before we even realize they exist. We haven't had any technical issues since implementation so that's been a very pleasant experience.

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Independently Invited by TrustRadius

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

Nuclino is the clear winner when it comes to ease of use for both the administrator and user. Less setup time and less "training" time. The streamlined interface is quick and intuitive to learn and is not cluttered as compared to Confluence. Every tool you need to use to create a page or administer the workspace is available immediately on screen or by right-clicking. In contrast, Confluence buries many tools in administrative interfaces and only allows use of some features once you make several clicks to include a "macro" or "plug-in". We use both tools and I get complaints constantly from my team about how complicated Confluence can get just to author a quick page.

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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.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

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

WHY we will use Zendesk in HR and PD internally

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Invited by the Vendor

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're able to more quickly develop processes and try things out
• Our internal how-to guides are a real time saver, especially when paired with AI search
• It's easier to collaborate on lightweight documents
• Software architectures are easier to find and document

• More than anything, provided a boost to our perceived professionalism. The portal is a massive improvement on email only support.
• Workflow optimization via macros and automations has enhanced response times and raise our 'first call resolution' metric.
• Speaking of metrics; having them at all! Before Zendesk Suite we were email only so had no insight into agent and vendor performance.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

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