Syncfusion Essential Studio vs. Zendesk Suite

The datagrid is probably their most popular control I would think. It is so flexible and configurable. Most of mine are plain views in ASP.NET Core, but I have a whole bunch that are dynamically created at runtime in my controller. That is so powerful.

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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• Integrates well into Microsoft tech stack. i.e. ASP.NET, Blazor etc. So it acts as a plug-n-play, which is great!
• Shrinks the development cycle without adding too much of its own ecosystem overhead.
• Provides different UI skins so the controls don't appear as "stitched".

• 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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• Sometimes links point to dead addresses in the documentation.
• Some components have a difficult learning curve but that is usually due to the complexity of the control.
• Minor version changes introduce breaking changes, for example updating from 20.1.x to 20.2.x gives us licensing errors, which in my opinion is a kind of breaking change as it requires all users to update their licenses.
• Theming with CSS variables is not possible. Access to Theme Studio code is not possible. So a fully custom solution is needed to make Syncfusion Essential Studio Enterprise Edition components themeable with CSS variables.

• 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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It takes effort to include a new component library into existing software, especially in our case where we have 5 large applications that are written and maintained by about 100 developers. So changing such a core thing comes with a lot of effort. The other reason we will very likely renew our use of Syncfusion Essential Studio Enterprise Edition is that it works really well and has helped us to speed up the development process.

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.

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I would rate Syncfusion® Essential Studio® a 10 out of 10 for overall usability. The components are intuitive to implement, with clear APIs and consistent design patterns across the suite. This makes it easy for developers to get started quickly and reduces the learning curve even when working with new controls.
In addition, the documentation and sample projects provide practical guidance that helps accelerate development. The built-in customization options also allow us to adapt the components to fit our branding and business requirements without excessive effort. Overall, the usability is one of the key reasons why Syncfusion has become an essential part of our development toolset.

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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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.

Although I have decades of software development experience, I had never created a website from scratch before, and my html and css skills are not particularly strong. Between documentation and incredible dedication from the support team they helped me overcome all of my challenges. It's amazing that they typically create sample code for most of the issues that I submitted. On rare occasions where I uncovered a defect they kept me informed as to its status, and typically resolved it in a short-term release, and/or gave me a reasonable workaround. They hopped on zoom calls with me on multiple occasions when necessary.

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.

Feedback from the team has been very positive.

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

Firstly, there is a free version for small businesses and it allows you to jump start without risk. I found one of the other products a bit short in the number of out-of-the-box supported events handlers for each control and, although you can manually add them, I feel more comfortable to just have them ready. After using the free version I just felt in love with Syncfusion Essential Studio Enterprise Edition controls and decided to stay with them; they have all I need and more. The usage of Syncfusion Essential Studio Enterprise Edition controls is straightforward and intuitive. Support is world-class even for the free version; you get answers in 24 hours at most. Also, the support team is ready to remotely connect to your project in case it is needed; we have had one situation like this, and the issue was solved.

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.

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WHY we will use Zendesk in HR and PD internally

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• First of all, I think the best positive impact is the reduce of time development. I do not know exactly how much time, but certainly, using the framework we save a lot of effort and time.
• About negative impact, sometimes using the controls of the framewrok have a signifcant impact in the execution time and page load.
• And of course, the use of Syncfusion Essential Studio Enterprise Edition has a significant impact of the learning of javascript and JQUERY.

• 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