Project Insight is a web-based project and portfolio management software. Project teams can access, edit and update their projects information anytime, anywhere, with any supported browser, tablet and mobile device. Features for experienced project managers include: MS Project import/export, intelligent scheduling, resource allocation, Outlook integration, document management, approvals, time/expense tracking, issue management, 100s of dashboards and advanced permissions.
$45
per user or volume licensing options.
Zendesk Suite
Score 8.6 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.
My rating would vary depending on the types of projects that need to be managed. Since I am in software, I don't think it was an excellent fit to manage software projects unless they are small projects with only a few tasks. On the other hand, if you are needing to manage a wide range of departments that are working on a single project with many moving pieces, then I would think that PI might be a better fit. Think of it as a jack of all trades, but master of none.
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.
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?
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.
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.
I found Project Insight somewhat opaque overall. I thought the training was sparse and answers to questions few and far in between. There was a lot of power there for the dedicated user/administrator. For me, who was a casual user and administrator, I found support lacking. I didn't administer Project Insight much, just some work on integrations with other tools.
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
When I got to the company where I used Project Insight, we had our own custom tool that fit the tasks that it was designed for but wouldn't grow with the company unless resources were put onto expanding capabilities. We needed something more.
We replaced that tool with Redmine. It worked well and was easy to use, but it looked pretty dated when we got it, and since we didn't have many resources for managing, it looked dated after a few years without receiving upgrades. It was a decent tool for small teams that were focused on similar tasks. Redmine was much more straightforward than Project Insight and felt more reliable since we never had an issue with our internal servers. On the other hand, Redmine felt dated and didn't fit as many of the tasks that were needed. Redmine's price was right if you installed it locally and was probably still cheaper if you used their SAAS version.
Jira, on the other hand, felt like an excellent tool for software teams. Jira had a great project and task management and felt right for a software team. Jira also had useful integrations, even with Project Insight. Jira seemed pretty unreliable, worse than Project Insight. Our team would have preferred Jira, but I think it didn't work for other teams.
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.
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.
