Monday.com and Zendesk are key players in the project and customer service management segments, respectively. Each platform has its advantages; monday.com offers more robust features for project workflow automation and flexibility, while Zendesk excels in customer interactions and support management.
Features: Monday.com provides automation of repetitive tasks, integration with other applications, and adaptability to various business needs. It helps with task tracking, project status updates, and flexible viewing options for team management. Zendesk focuses on customer service with a well-structured ticketing system, collaboration tools for team efficiency, and seamless app integrations for enhanced support experience.
Room for Improvement: Monday.com could enhance its flexible automation features, improve user interfaces, and expand board customization options. Users have noted issues with lag time and complexity of advanced features. Zendesk has room to improve ticket merging processes, increase customization capabilities, and streamline communication channel integration.
Ease of Deployment and Customer Service: Both monday.com and Zendesk offer smooth cloud-based deployments. Monday.com users appreciate its scalability, while Zendesk users value its quick response times. However, both platforms have areas to improve their personalization and respond proactively to user feedback.
Pricing and ROI: Monday.com offers a tiered pricing model that is generally seen as cost-effective for smaller teams, though some enterprise plans may be considered expensive. Users appreciate the ROI through better team collaboration and efficiency. Zendesk's pricing is perceived as higher, especially for larger enterprises, but it delivers substantial ROI via its advanced customer management features and improved customer satisfaction rates.
I can tell you that we probably saved at least three employees full-time with the ticket management and the automation and the macros and the user follow-up being built in.
Time saved is definitely a benefit because it puts all of our tickets in one spot.
I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.
I would rate their customer service a ten.
There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.
The technical support provided by Zendesk has been very satisfactory.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making.
Zendesk can scale from very small companies to very large ones.
Zendesk's scalability is excellent.
They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company.
Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable.
The stability has been quite reliable.
The need for a stable connection is critical as there are network issues that slow our processes down.
I would like to have the ability to create more than two levels of subtasks in monday.com.
Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple.
Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform.
Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective.
It is quite expensive.
It is not the cheapest solution nor the most expensive, but it provides value for money.
The experience with pricing, setup cost, and licensing for Zendesk was quite expensive.
monday.com saves time and gets everyone on the same page within my team.
monday.com helps in quick decision-making by facilitating communication on the go through the comment section and email alerts when someone comments.
monday.com makes it very easy to input any information.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.
Being able to put response counters on certain tickets and have certain ones that are high priority and have a tighter SLA than lower priority items, being able to categorize them as a question versus an urgent request, and being able to bucket them as feature requests or product enhancements.
| Product | Market Share (%) |
|---|---|
| Zendesk | 1.2% |
| monday.com | 1.1% |
| Other | 97.7% |
| Company Size | Count |
|---|---|
| Small Business | 178 |
| Midsize Enterprise | 25 |
| Large Enterprise | 23 |
| Company Size | Count |
|---|---|
| Small Business | 36 |
| Midsize Enterprise | 21 |
| Large Enterprise | 11 |
Monday.com enhances project management with automation, customization, and a user-friendly design, featuring Gantt charts, real-time updates, and extensive tool integrations.
Monday.com offers automation, customization, and user-friendly interfaces to improve project management capabilities. Its features, including Gantt charts, real-time updates, and integrations with tools like Slack and Google Suite, help teams streamline workflows. Users benefit from color coding, task assignments, subitems, and dashboards for a comprehensive project overview. Notifications, file-sharing, and forms increase collaboration, while templates simplify processes. However, it requires enhancements in user experience, speed, and mobile features. Challenges include limited boards, excessive notifications, and integration issues with Google Calendar and QuickBooks. Businesses use Monday.com for CRM tasks, sales tracking, marketing, and creative projects across fields like architecture, biotech, and nonprofits.
What are the key features of Monday.com?In industries like architecture, biotech, and nonprofit, Monday.com facilitates communication, task tracking, and collaboration for remote teams. It is commonly utilized for CRM, sales tracking, marketing, and creative project management, ensuring workflow organization and client management are streamlined.
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
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