Zendesk Suite vs. Ziflow

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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We work with a lot of cross functional teams, so it is nice to have them review things on their own and provide feedback all in the one place for our team to review. It helps cut back on meetings and emails full of feedback that gets lost. This is especially helpful when we are working on our catalogs. We do reviews on Ziflow all the way from rough layouts to proofreading.

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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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• Simple and user friendly interface with little if no learning curve.
• Accurate and specific change requests are especially enhanced when using the markup tools.
• Nice to be able to assign who the decision maker is and also be able to change project participants easily, like when someone goes on holiday or sick leave.
• SOCD (sent, opened, comment, decision) progress indicators provide an awesome 'at a glance' view of project participants activity.
• Email notifications and integration with ASANA is brilliant.

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• 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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• Comments with instances that span multiple pages force you to zoom out, which can be rough on multi-page proofs. We end up making a comment on each instance for ease of review.
• Maybe it is in there, but I would love to be able to upload a new version and review/make comments before any of the other reviewers can see it—to double-check for errors. Maybe there is a verification stage first before releasing it to the other reviewers.

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Independently Invited by TrustRadius

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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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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

Ziflow is easy to use, efficient and now is also part of our daily lives. Hence, the teams are already adapted to the tool and willing to work with it. The features are according to all what was expected and we had a great experience until the moment with the tool

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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The tool is easy to use for digital oriented people. For the ones not used to this kind of environment, it could look a bit complicated at the beginning, but following the instructions and tutorials and performing it once makes you get a grip of it in just one use.

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.

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

The ZIflow support team has always been very responsive to my questions, issues and other problems. The good thing is I have never had to use their support team all that much because Ziflow has been for the most part trouble free. If it had been error prone, we would have dropped it long ago.

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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.

They were friendly and took the time to go through everything, especially relating to how we would use the system.

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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

It was seemless! Things got instantly better when we started using Ziflow!

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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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I found Ziflow to be much better than PageProof in several ways. The tools available for making comments and edits are more intuitive and there is a greater variety of tools and the version control features worked much better as well. Also their customer service was far better when it was necessary to interact with the company

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WHY we will use Zendesk in HR and PD internally

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• 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

• Improved efficiency and time saved in making proofs and adding people to proofs with staging and template features.
• Robust proofreading features for reviewers like comparing previous versions.
• In my experience, customer service is quick to help with issues or outages (which aren't often).

Incentivized

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