Zendesk Support Suite

Zendesk Support Suite

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Top Rated
Top Rated
Zendesk Support Suite

Overview

Reviews

Centralized Data Management, Made Easy

8
Zendesk is a fantastic customer service & customer record management software used to centralize all data from our organization so our …
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Zendesk is good value for your money

9
We use Zendesk to manage all of our requests, question, and issues. Zendesk also allows us to have an organized view of all incoming and …
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Unacceptable customer support

1
Zendesk support has been incredibly bad [in my experience] or let's call it impossible. I have tried to contact them around 20 times and …
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Popular Features

View all 13 features

Ticket creation and submission (87)

8.6
86%

Email support (83)

8.4
84%

Ticket response (86)

8.4
84%

Organize and prioritize service tickets (86)

7.7
77%

Reviewer Pros & Cons

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Pricing

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Support Team (Foundational Support Only)

$19.00

Cloud
per agent/month billed annually

Suite Team

$49.00

Cloud
per agent/month billed annually

Suite Growth

$79.00

Cloud
per agent/month billed annually

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttps://www.zendesk.com/product/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Features Scorecard

Incident and problem management

7.7
77%

Self Help Community

7.7
77%

Multi-Channel Help

7.6
76%

Product Details

What is Zendesk Support Suite?

The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer needs ranging from help desk software to live chat to knowledge base management.

Zendesk Support Suite Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Expert directory
  • Supported: Subscription-based notifications
  • Supported: ITSM collaboration and documentation
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: Attachments/Screencasts
  • Supported: SLA management

Self Help Community Features

  • Supported: Forums
  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Surveys/polls

Multi-Channel Help Features

  • Supported: Customer portal
  • Supported: Live help chat
  • Supported: Phone support
  • Supported: IVR
  • Supported: Call scripting
  • Supported: Social integration
  • Supported: Email support
  • Supported: Help Desk CRM integration

Zendesk Support Suite Video

Zendesk Videos

Zendesk Support Suite Integrations

Zendesk Support Suite Competitors

Zendesk Support Suite Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo
Supported Countries160+
Supported Languages60+

Alternatives

View all alternatives

Frequently Asked Questions

What is Zendesk Support Suite's best feature?

Reviewers rate Ticket creation and submission highest, with a score of 8.6.

Who uses Zendesk Support Suite?

The most common users of Zendesk Support Suite are from Mid-size Companies and the Computer Software industry.

Reviews

(1-25 of 767)
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Score 1 out of 10
Vetted Review
Verified User
Review Source
I am very disappointed. We purchased Zendesk in order to gain productivity but we can't use it properly. We are having issues with the setup and it's impossible to have contact with customer support. Ironic for a service that helps companies to chat with their clients. Now, we paid for it for the year and we can't use it and nobody is responding.
  • For now, sadly, nothing. We are helpless.
  • The customer support. In order to purchase the tool, commercials are present but not for customer support.
I supposed that the tool is great when you can use it, but unfortunately, we can't.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Zendesk Support Suite is being used across the whole organization as we use it to open any ticket regarding any issue we have. The company currently uses several applications including Office 365 and others that were developed in-house by our IT department. We open tickets through Zendesk whenever we encounter a problem with any of these apps.
  • Easy to use
  • Ticket opening capabilities
  • Customizable
  • Can't track down the progress of the ticket easily
  • Expensive
  • Not very good support

The main scenario where we use Zendesk in the company is when we have any issue with our apps. We go into Zendesk, we create a ticket, and we get a response from whoever is responsible in the next couple of days.

It won't work when you need a solution ASAP, because the ticket you create ends up in a list where you might get the answer really quick or in the next [few] days.

Score 8 out of 10
Vetted Review
Verified User
Review Source
Zendesk is a fantastic customer service & customer record management software used to centralize all data from our organization so our outreach is intelligent, tailored, and tracked in an impactful real-time way. The sales team and support team all use it to make sure we are on the same page from pre-sale to post-sale management.
  • Customer Record.
  • Audit Trail.
  • Centralization of Data.
  • Training.
  • Automated Actions.
  • Integrations.
Zendesk is very appropriate if you are on the sales or support team. As it's critical for those teams to have a real-time audit trail and records of outreach, a centralized place for a remote team is of the utmost importance. Being a manager of a customer-facing team, it allows me to track the success of our cadence.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Zendesk to manage all of our requests, question, and issues. Zendesk also allows us to have an organized view of all incoming and old tickets. It's more efficient to track issues in this application than it would be through regular email and helps make the process of communicating with clients more professional and structured.
  • Sends personal alerts to your email if a ticket is about to breach SLA
  • The GUI is user friendly, clean and organized
  • Allows you to filter tickets in different status and create different tabs for each
  • Zendesk should have a warning message displayed when a user cannot add new users to the account. It should tell you why you can't, so you aren't left assuming why you are not able to.
  • Zendesk is on the higher end of pricing in relation to other CRM solutions
Zendesk will be useful for companies that are in need of an easy-to-use CRM application. It's very user-friendly and allows users to easily adapt to the workflows within the platform. The integrations with other 3rd party applications are seamless and configurable to the company's needs.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Our main use is customer support. Our entire team is on Zendesk though, as we also use it to communicate with our suppliers, and to send notes in between members regarding a specific ticket. This is our main CRM software, and we integrate it with Tidio, Facebook, Instagram and other software to have one platform that allows us to respond to any incoming messages from our customers regardless of where they come from.
  • Integrate with other platforms
  • Easily follow on a conversation and see who has responded what
  • Allow internal notes from the team that customers can't see
  • Setting it up is really confusing at first
  • The suspended filter is not very good at predicting what is spam and what is not
  • Sometimes people can't find attached files on our responses
It is a perfectly good software for a small company that wants a fairly simple solution for CRM that does not require hours of training.

I would not recommend it if you just have one or two team members total, as it might complicate things too much for something that can be done over e-mail, but once your team grows, this is a good option.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Zendesk Support Suite is the organization's main platform for customer support. It's covers everything from replying to customers to routing issues internally with the different teams. With the different channels we support—be it email, Facebook, Messengere, etc—we can all provide outstanding support to our customers using Zendesk Support Suite.
  • Ease of setting up
  • The best agent workspace available for agents
  • Great uptime
  • Best of class support
  • Flexibility in pricing
  • A la carte options
Zendesk Support Suite would be perfect for small- to mid-sized businesses. The ease of setting everything up, the great uptime, and the intuitiveness of the platform makes it very easy to scale whether you need 10 or 50 agents. I'd highly recommend it especially if you're present in mutliple channels which is the standard these days. For startups, I recommend going the a la carte route. Perhaps Zendesk Support Pro would be enough.
Score 1 out of 10
Vetted Review
Verified User
Review Source
Zendesk support has been incredibly bad [in my experience] or let's call it impossible. I have tried to contact them around 20 times and 10 out of them have been voice mail to leave a message and they would call back that, of course, does not happen. Around 10 times I have reached them they have promised to find out and call back and never did, they have also hung up and never called back and the funny thing is they also never sent any emails as promised. The only time they were helpful is for sales to sign us up😀 but unfortunately we are unable to use the service useful for the business. That does not seem to interest them a lot:) very ironic is that they sell customer support software, aren’t they using it themselves? How can things like that happen then? They should have tons of unsolved tickets, this is just unbelievable.
  • Sales
  • I do not know anything else yet:(
  • Tracking and reporting
It could be well suited for companies with 24h customer support. We need tracking for first respond and solving tickets during working hours and Zendesk has not been able to solve this very basic thing in the past 3 months. Otherwise, the tracking does not offer us any value at all.
Score 10 out of 10
Vetted Review
Verified User
Review Source
I like the ability to integrate Zendesk support with our FAQ page, through the Knowledge base. The user support is also very nice. The live chat for admins was quick and responsive and the agent can point you in the right direction. The account managers are also very personable. I love how you have all the tools to have all the tools for you to not only integrate the available connections already done with other systems, but you can also make your own, keep expanding the arrange of information that enables you to give the best-personalized experience to your client because all the necessary information is at your agent's finger tips. And the great thing is that when you collect all data from the various interaction points on our customer's journey, you know where your focus should be, what to reinforce, and what to change, so really, the limit is as far as you are willing to take it.
  • Very stable
  • Easy to use for agents
  • Setup is easy to administrators
  • it could be more dynamic
  • triggers should be more simple
  • Automations needs work in Zendesk
I like the simplicity of the support flow and the ability for customers to use the self-service portal we've set up for them. As a company offering B2B support, it's valuable for our customers to have a place where they can log in to see all open support tickets and easily track their status. Also, I like the fact that you can select which channels you want to offer support on. We're about to try the Messaging functionality just now.
Emily Mok | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Zendesk Support Suite has helped streamline our customer service by offering customer and sales support products which include chat, call center solutions, and knowledgebase modules which help agents track and prioritize support tickets, solve problems efficiently and centralize customer interactions. It has a built-in intelligent routine that ensures appropriate customer-to-agent fit and automates ticketing queues to reduce resolution time.
  • Instant features and topic suggestions offer customers a self-service smart knowledge base.
  • The custom fields and tags are used to classify tickets for easier tracking and archiving.
  • Communication with people across the organization on support issues through private notes.
  • There is no option to export data directly into a CSV file.
  • Cost is determined per agent so an additional agent means additional cost.
Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
Adam McCracken | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Zendesk originated in my department as a solution for handling the increase in customer support requirements as we expanded our online sales. We needed not only a platform to ensure customer questions were answered in a consistent and timely manner, but also to track interactions over time. After demonstrating the effectiveness of the tools in our department, its footprint grew to include all customer service across the enterprise. Most recently, it has been identified as a preferred CRM solution in the business and we plan to grow usage as the team has matured.
  • Provide a large number of methods to interact with customers
  • Maintain logs of customer interactions
  • Track time spent by agents across many segments, allowing us to see what brands, product categories, and other attributes take the most support effort
  • Enterprise pricing includes a number of features we don't need, but we have to pay for in order to get a few key functions
  • Text message support is there but limited
  • Native chat widget for Vue Storefront is missing
Zendesk Support Suite is a great option for mid-sized companies. We use it very effectively to communicate with customers on a number of ecommerce marketplaces, including Amazon, eBay, Walmart, Sears, and others. We also use Zendesk now to track some internal ticketing. We do not use it across all departments due to the effort to get all users into it and the licensing costs of doing so.

We appreciate the abilities that the API gives both to internal developers as well as external app developers. The system is very customizable for a team with developers available, but it may be confining if you don't have someone (or a team of someones) that can customize it to your needs.

I know that some companies use it for more call center-like environments, but that is not us. I don't find the talk functionality to be great for call center support, but it can probably be used better than we use it.
Justin Esgar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are using ZenDesk Support for our incoming ticket queue. All clients email our support email which ends up in ZenDesk Support. This allows anyone on our team to be able to reply to incoming tickets and help our clients. It allows us to keep the flow of information in one location. The additional integration of apps, such as FreshBooks Time Tracker+ and Watchman Monitoring allows us to handle a bigger suite of issues for clients.
  • It's very fast - it's very easy to jump between items.
  • Integration with apps from the ZenDesk Marketplace.
  • The ability to have triggers happen on specific incoming events makes it easy to track, auto-close, or assign tickets automatically.
  • Trigger logic is slightly flawed, but if you figure it out you can use it to your advantage.
  • For some reason there is a maximum number of "Views" on the sidebar, which limits how much ticket breakdown can happen.
  • There are WAY too many options - making the settings page a little overwhelming.
ZenDesk is great if you have a large source of incoming data. For us, we managed over 500 endpoints with a lot of users who have something to ask/request/complain about. So we need a system that will take all that data in.

If your source of data is smaller and can be handled by a group email - then ZenDesk may not be a fit for you, but consider it as your company grows.
Alicia Barevich, bCRE, bCEE | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
The IT department (we call it ISS) uses Zendesk Support Suite for ticket tracking for tech support tickets. We also use it for collaborative processes like employee and student on/offboarding, using macros to pass the tickets from person to person. We also have it set up so that users can email or call in questions and tickets will be created.
  • Ease of creation of tickets
  • The customizability of ways to track tickets
  • Ease of passing tickets to other agents
  • End users (not agents) rarely log into their area to see their tickets. Personally, I end up using email for easier communication.
  • Email alerts aren't completely consistent. While you can set up email alerts for certain things, "send me an email when a ticket is assigned to me or x person" isn't an option. Sometimes urgent tickets for us less constant ZD users get missed.
  • When end users say "thank you" via email after a ticket has been closed, the ticket is re-opened and I need to go back and close it.
From my experience with other ticket tracking systems, Zendesk Support Suite is one of the better ones. That said, it's not magical enough to replace email for those of us who have fewer, larger "tickets" with a smaller pool of end-users. I support the databases, and while we occasionally get questions from any constituency, the vast majority of my tasks are complex and from a core group of database users who don't use Zendesk Support Suite regularly.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Zendesk Support Suite as our main HR support for employees across the entire company. It functions as a mechanism to track tickets and support employees via chat, phone, email, self-submitted tickets, etc. We really wanted to have a chat support functionality and Zendesk provided that!
  • Chat support and ticketing
  • Phone support integration and ticketing.
  • Help center with articles for self-service support.
  • API is very powerful, but sometimes a bit difficult to utilize.
  • Could use more flexibility around building forms for ticket use.
  • More flexibility in copy down functionality to sandbox environment would be nice.
Zendesk Support is really helpful and well suited for chat, phone, and email ticketing. It does provide quite a bit of flexibility around configuring and designing, especially in the help center. Some things are ambiguous and you have to work with support. The API is very powerful, so, when suited to a specific use case, it can accomplish many things if desired.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Zendesk was used by our Support department to manage incoming email and tweet support requests. Our team would respond to users through Zendesk, and internally we used it to then pull metrics to better understand the number of requests, response time, survey responses, and common issues.
  • Easy way to quickly triage email requests from our customers allowing others within the organization to see the history of their requests.
  • Metric tracking: Zendesk allowed us to gain insight into a number of different metrics that we wanted to track for both effectiveness and user experience.
  • Status holds: We could keep tickets open for users while hiding them internally as we waited to see if they had any follow-up questions.
  • Categorizing: It wasn't easy for us to group requests by issue type within the product itself.
  • Organization: There was no way to prioritize requests.
  • At times, searching within a broad range was difficult to quickly get results.
Zendesk is great for support teams that are looking to track tickets, respond to user requests via email, and also gain insights into various metrics telling you the effectiveness of both the support representatives and different parts of the product itself. This may have been an internal miss on our end, but in my experience, Zendesk isn't as well suited for teams that are looking for easy organization of user requests based on certain products or features to feed directly to those best suited to answer specific questions.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are using Zendesk Support for over 30 clients. We have set up our Zendesk Support using Brands in exchange for different Zendesk accounts. By using Brands it is ideal to have all of our clients in one central location. We have access to our customer's emails as well as any emails asked from the client or project manager in one easy location. We do have problems with some reporting because each Brand is focusing on different functions, but the Zendesk Support team is extremely helpful and any problems we have we are able to work out. Using Zendesk Support Suite has been a game-changer for our customer experience team.
  • Multiple Brands
  • Different categories for each Brand
  • Ticket sharing for specific Brands
  • Specific access level for agents and specific Brands
  • Ticket sharing routing to a specific Brand instead of the one landing point.
  • Ticket sharing changing status when receiving a reply from the assignee.
  • Slight delay when setting a ticket to a specific status.
Zendesk Support has many great features when using it for many clients. The flow is easy and smooth. I think Zendesk Support is the best possible option for our use but I don't believe Zendesk Support is supposed to be used for this function. I have only used Suite's in this manner and it works extremely well.
Zendesk Support Suite is a perfect addition to our company. If we ever have questions we reach out and get the issue resolved every single time. Support is quick and easy to get.
Peter Vadelnieks | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
It is being used for all Support and Return needs for our North American operations. Support is customer facing and it is very easy for our customers to contact us, for SLAs to be met and enforced, and for us to contact customers when they need help. It creates an ideal customer experience.
  • Customer experience.
  • Data collection.
  • Data reporting.
  • Telephone integration.
  • Chat.
  • Guides.
  • Data dashboards.
This is the best option for a support organization. You can interact with customers, you can easily collect data and share that data with other parts of your company. You can have users located all over the planet and they can use Zendesk with ease. You can build multiple channels with ease.
April 24, 2021

Zendesk is TOP NOTCH!

Channing Lee | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Since I work in IT on the support side, we use this regularly as a support communication tool. It's also used for new hire record-keeping setups. You can attach any file [to] the platform. Very incredible search feature by keywords that do not need to be in series order. This tool helps organize and specifically record keeps for sox compliance.
  • Easy to use
  • Keeps everything
  • Can load up any file to save
  • Sorting feature on tickets
  • One change can [affect] everything globally
  • Statics can be skewed a little
As an IT support communication tool to end-users, Zendesk Support Suite is extremely helpful. The record-keeping abilities [are] top-notch. The searching feature is simple and easy to use. The statistics can give you a good general idea [of] where your colleagues stand in terms of workload, etc.

Zendesk Support Suite as a project tracking tool would not be useful. You really cannot keep collaborative action items organized that well if you were to use this as a project tool.
Score 9 out of 10
Vetted Review
Verified User
Review Source
It's used as a platform for managing remote customer support with development and engineering teams. It's used to support customers upon agreed SLA. The responsible department is IT & Service Edge teams.
  • SLA
  • Internalt/External Communications
  • Knowledge Base
  • Service Management
  • N/A
Service management and operations are a good choice. I can't identify less appropriate scenarios as I see Zendesk Support Suite is very useful for every kind of businesses and technology management.
Lochan Kalicharan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
This is used specifically with our helpdesk and specific IT departments to manage incoming calls and ticketing for incidents. Zendesk Support Suite has helped us in managing both high and lower volumes of incoming incidents and calls needing resolution.
  • Organization
  • Ticket creation
  • User interaction
  • Reporting
  • Speed
  • Customization
Would highly recommend this suite to colleagues and other departments that would benefit other departments that have similar needs. Ticket creation and organization [are] a very big part of the draw to the software and allows us to work with users in [a] very efficient manner.
Jorge Guevara | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Zendesk has helped our organization to achieve healthy indicators in customer service, which is the area where it is currently used, for real-time customer service as well as follow-up through tickets to customer problems and all customer service. customers who communicate outside of business hours.

Zendesk is the best tool we could find to be our business ally, currently user satisfaction is 95% in customer service.
  • Technical support
  • Integration with other applications
  • Wide catalog of business solutions
  • Improve support interface
Zendesk is a great fit for front-to-back customer service, as well as great on-boarding for sales and lead tracking.

Zendesk has to be the first tool you have in your organization, it is very complete and as your business develops, Zendesk will be able to satisfy your organizational needs, it has world-wide experience in customer support.
Taylor Chapman | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Zendesk to provide quality and efficient support to our B2B customers. It manages our end user tickets created via form or email as well as our knowledge base and customer support portal. Our team uses Zendesk to communicate with the end-users and with other team members on tickets.
  • Knowledge base.
  • Customization options.
  • Smart workflows.
  • Basic features only in higher editions.
  • Knowledge base themes are basic.
  • Can be tricky to implement.
Zendesk excels at workflow management for tickets and customization options needed in more complex organizations. It lacks a bit in providing a full suite for smaller customers with simple features like customer satisfaction surveys only available in pricier editions. Its knowledge base is full-featured, but the default themes are a bit basic.
Alan Gadbois | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
This was mainly used for support tickets but was also used as a knowledge-base and alert system. It was used company-wide.
  • Great organization of tickets.
  • Great customization.
  • Easy to use knowledge base and alerts.
  • I was very satisfied coming from an end users standpoint.
  • I have no complaints or suggestions for improvements, really.
It's appropriate for any IT service desk or support team.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Zendesk Support Suite is used by our Customer Service and Support Services department. We use the software to ensure that incoming chats and questions from our constituents are assigned and answered in a timely fashion. It's helpful to have a single space to organize and respond to these inquiries. It solves the issue of missed responses or duplicate responses.
  • Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
  • Zendesk makes it easy for users to indicate if they are available to respond or not.
  • Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!
  • It took some of our customer service staff a bit of time to get familiar with how to forward incoming chats that needed [a] response.
  • The cost can be a bit prohibitive as each individual account needs to be paid for.
At the non-profit where I work, we receive dozens of questions via our chatbox each day. Zendesk Support Suite is wonderful because we can assign these questions to the person who is best suited to respond (and also ensure that they have indeed responded). As mentioned, each individual user needs a paid account so this can be pricey if you have a large number of people that need access.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Zendesk Support Suite is being used by our organization as a ticketing system with one of our clients. We use it to follow a workflow when tickets are assigned to us and communicate to users with anything we need. It allows our customers to input tickets in multiple ways, including texting from their mobile device.
  • Submitting Tickets
  • User Communication
  • Ticket History
  • Cleaner UI inside the ticket
  • Customizable views when looking at the master ticket screen
Zendesk Support Suite is well suited for larger organizations that require a lot of information to be stored in one single place. The way we utilize it, we are able to have all of the user's contact information, as well as what Time Zone they are in. It is very customizable in that we can attach a certain subject line to emails that go out that will link to other ticketing systems.
Score 7 out of 10
Vetted Review
Verified User
Review Source
The customer service department at my company uses Zendesk [Support Suite] to support our users. We only offer support to users we sign up for Zendesk accounts, giving these authorized users a support portal they can access and manage tickets themselves. Zendesk has many features that make this easy, from alerts to sorting to user management. It is very customizable.
  • User management
  • Organization
  • Custom alerts
  • Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
  • Provide a way for Suspended tickets (created by emails from non-users) to be better managed
  • Set a timer for tickets to reopen on a more individual ticket basis.
There are many great features in Zendesk [Support Suite], and using it to support customers from many different companies, sorted by their company and ticket status is easy. It's also very searchable.

Where it could use some improvement is personalizing individual users' experiences a bit more. Company admins really shape what the individual can do.