Zendesk vs Zoomin comparison

"The way it’s set up makes it very easy for agents, end-users, and administrators to use."

"The most valuable feature was its simplicity as it was made easy to use."

"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."

"We chose Zendesk because of its ease of use and the projected ROI."

"The collaboration between agents is impressive, and I also use Zendesk Workspace, which provides a seamless experience when communicating through chat and email."

"Even though I haven't tried other solutions, I think this product is very useful and easy to use."

"Zendesk has helped us to increase productivity and has reduced the time between when a ticket is opened and when it is completed."

"It's very great for tracking your customer service activities, building reports, and gaining satisfaction from responses."

"Scalability-wise, I rate the solution a ten out of ten."

"Ticket forwarding and the ability to add subscribers to tickets as some back and forth correspondence needs to be brought to attention of several team members, sometimes across different departments."

"Report Generator needs to be improved."

"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."

"The stability was a problem as our help desk grew. The product would need work on its stability (system hangs) and being able to handle larger groups."

"It's expensive."

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

"They have something called Zendesk Explore, which isn't as good as what they had in place previously."

"My one negative critique would be the user interface. It's pretty busy and isn't the most user friendly; at times it is hard to navigate through or understand where you're at."

"The solution's stability is an area with shortcomings that need improvement."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"The price is very competitive."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"From what I hear, Zendesk's pricing is a little expensive."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"There is a need to make payments towards the licensing costs of the solution."