The best text messaging solution, if you already use ZenDesk
May 06, 2022

The best text messaging solution, if you already use ZenDesk

Alejandro Huerta | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Zendesk Sunshine Conversations (formerly Smooch)

We have been users of Zendesk Sunshine Conversations (formerly Smooch) for tech support for more than 8 years, and when we found out that Zendesk Sunshine Conversations (formerly Smooch) was coming out with a formal messaging solution for WhatsApp and similar messaging services, we asked for a test drive. We have been using it for 3 months and it has helped us with our requirements as far as contacting users via text messages.
  • WhatsApp Integration
  • Support Tickets via Text
  • Live chats
  • Integration with ZenDesk
  • Integration with Salesforce
  • Usage Report Generation
  • Support for special characters (ñ and accents)
  • Better integration with exsiting tickets in ZenDesk
  • Android App is lacking
  • Support for mobile browsers
  • Support for iOS devices
  • ZenDesk Integration
  • Live Messaging
  • Productivity reports
  • It will get better with time, the same thing happened with ZenDesk at the beginning
  • Add another way of contacting our users
  • Add more detail to our tech support tickets
  • Offload some of the follow up requirements from the engineer to the coordinator
We tried it when it came out but it is not the type of platform that we require. We need integration into our existing tech support solution, and WhatsApp for Business did not have it. When ZenDesk came out with Conversations we tried it out and it did most of what we needed, so we moved to that.

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Salesforce CMS, Jira Software, Microsoft 365 (formerly Office 365)
I guess it depends if you are already using ZenDesk for your tech support, then it is a no brainer, easy integration and support, sending text messages from inside tickets, etc., it makes a lot of sense to use Conversations if you already have ZenDesk up and running. If this is your first foray into this type of solutions, you might look elsewhere since it is not cheap and it is still lacking in some areas