Zapier came to the rescue.
June 19, 2018

Zapier came to the rescue.

Gabriel Perez | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Zapier

Since we move very quickly we don't have the time to draw out a network plan, and figure out what it touches, evaluate that and then implement. We started with the free plan testing out some "zaps" and went to the paid "Starter" subscription. I'm not a network admin by any stretch of the imagination and was able to figure it out through a little trial and error, Zapier help and a sprinkle of Google.
We use Zapier in our support department currently, but it supplements the whole organization as it has automated the consolidation of client issues. Before, we had a hodgepodge of disparate places where support "tickets" were kept in disparate locations throughout our network.
What was surprising is how many different applications it can be used for. We've used it to unlock Basecamp, Trello, and front currently. In the future, I can see it being used to help us integrate directly into SFDC for sending over aggregate support information for our QBR's.
Clearly, there is untapped business value. It'll scale with us and they're responsive.

Pros

  • The Trello to front integration has allowed us to track the closing of tickets without manual intervention.
  • Front doesn't have a Basecamp integration, and Zapier opened that channel by tracking new to-dos for a specific client that uses it exclusively for communication.
  • They had an immediate response to a support related question I had over the ability of the zap to include the description text for a newly created card in Trello. They even made a suggestion over how to tag the content making it more organized.

Cons

  • There is no phone support.
  • There are not a lot drawn out examples over what the additional fields are for when creating zaps. I used mostly trial and error. My goal was for the zap to import the description text of a Trello card.
  • We have seen 50% faster response time
  • NPS scores went up 25% QoQ
  • Easy budget decision @ $240/yr
Well suited for "open" IT environments where an IT department doesn't have the final say.
Well suited for small, nimble organizations.
Well suited for budget-conscious organizations.
Not well suited for enterprise-level integrations and large-scale automation for large departments.
Not well suited for homegrown applications.
Not well suited for traditional SLA expectations with no phone support and their current promise or statement of 90% of issues get solved within a day.

Zapier Feature Ratings

Pre-built connectors
10
Support for real-time and batch integration
10

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