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.
$69
per month per agent
ZilicusPM
Score 7.0 out of 10
Enterprise companies (1,001+ employees)
Zilicus is an enterprise-level project management solution with capabilities such as meeting management, risk management, and collaboration.
$15
per user
Pricing
Zendesk Suite
ZilicusPM
Editions & Modules
Suite Team
$69
per month per agent
Suite Growth
$115
per month per agent
Suite Professional
$149
per month per agent
Suite Enterprise
Contact Sales
Yearly Subscription
$15
per user
Monthly Subscription
$20
per user
Offerings
Pricing Offerings
Zendesk Suite
ZilicusPM
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
Yes
Yes
Entry-level Setup Fee
Optional
No setup fee
Additional Details
20% discount available with annual pricing.
The pricing per subscription reduces as number of subscriptions increases; it is also dependent on the duration of subscription.
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.
ZilicusPM is suited for any business that has difficulty managing and keeping track of office related work as well as project management. Its an efficient way to manage just about anything necessary. It is well-suited for our office, as structural/civil engineers - we are able to keep track of our projects as well as office/human resources related work.
ZilicusPM is great for an office regarding meetings and site visits. It's hard to keep track manually of where everyone is at. By sharing our calendars through ZilicusPM, we are able to access where someone is within a few seconds!! It is very convenient and less of a hassle.
This a great tool to use to manage all documents that enter in and out of our office for certain projects. It is hard to keep track of everything through our office, so this programs helps us manage things very efficiently.
This is great for prioritizing! I know many people in our office have an issue to do so. With the Project Issue Management feature, we are able to do this more effectively without causing any stress to our employees!
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?
The only thing I would suggest that needs room for improvement is that you should break down Zilicus PM into different sectors. What I mean by this is that you branch off this program into different areas of expertise like accounting, engineering, etc. Every business is managed differently, so other options should be provided to accommodate each field.
Other than that, I am very pleased with this program. It was WELL worth the investment. Saving a lot of time and money spent per worker by using this!
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.
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
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.
We have used Microsoft Project for years. We loved it until we found ZilicusPM. ZilicusPM is more efficient and directive in our field. Microsoft Project does not provide as many features as ZilicusPM does. I am extremely grateful for having found ZilicusPM. It was recommended to us by an architectural firm that swore by this software.
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.
A positive impact that ZilicusPM has made is we are able to work more efficiently and prioritize what needs to be sent out, what invoices need to be sent out to clients, where are project engineers at certain time of day, etc.
We also have a higher ROI. I am able to manage what invoices need to be sent out without having to track people down for a summary of the work , which is extremely time consuming. I am able to get more invoices out while returning a higher investment for the company.
A negative impact it has made is we had to hire someone to manage this software entirely. It is very time-consuming for myself to manage and make sure everything is entered in correctly. We hired someone who is familiar with ZilicusPM and is able to certify all work.
