Vtiger vs. Zendesk Suite

Vtiger has evolved in the interfaces design. You can access all required data from one screen, similar to a control data. You have also sales and support dashboards predefined, but you can create your own. As less appropriate the templates design, it has not evolved from old versions of Vtiger.

Incentivized

Benefits of Zendesk Suite:
Support across channels In the case of a retail company with chat, email, WhatsApp and social DMs all piling up together, agents do not have to change tabs - everything comes into one screen in the Suite.
An example could be a representative for this e-commerce company on a sale weekend when they have live chat up, and also must deal with emails and complaints on social. Zendesk Suite handled all of this interaction seamlessly.
Knowledge base + self service: A SaaS platform receiving constant flow of "how do I reset my password" questions. You set up a help centre once, and are able to deflect hundreds of tickets for months and years.
Even better when combining with Answer Bot, where the bot begins suggesting articles without even a human interacting with the tickets.
Scaling customer service teams: A startup that has just expanded from 5 customer service representatives to 50 customer service representatives. Zendesk Suite automates routing, SLAs, macros, and analytics, when it could never work with Google Workspace + sticky notes.
This is especially helpful when managers want to be able to report or analyze ticketing conversations to see trends in perhaps their backlog, or a customer service representative is running into consistent workflows.
Globalization: A company with support teams that are spread across time zones and languages. Zendesk Suite enables for business hours, language packs, and localized help centers. It even comes with routing either by skill or region

Incentivized

• I love reporting. I can build a custom report using all or any of the dimensions of my choice. This is great when other programs often limit this ability.
• I like that is a source of truth across the organization. We can all go in and see the same thing.
• This also works for communication with our teams in other countries. We are a global organization.

Incentivized

• UI/UX; mature macros and automations, slick and well thought out UI.
• Reporting, reporting, reporting. With user, org, and ticket level tags, we can track every aspect of our ticket flow.
• Extensibility; the app marketplace is a great resource for expanding functionality from the baseline offering.

Incentivized

• Although Vtiger integrates well with email, like most CRM systems it assumes that you have one email system and therefore it is less suitable for use cases where multiple email systems need to be supported.
• Although Vtiger supports Twitter it does not support other social media systems in the same way. You can tailor the system to hold the URLs of your contacts' social media profiles but if SM is a big thing for your organization then there are better systems available.

Incentivized

• The development of messaging out of the earlier Chat module is clunky and still has limitations for multi language flows.
• When creating queries in Explore, you can't search for 'or' conditions, only 'And', meaning you have to build multiple queries and manually add them.
• You can't download the charts in the reports, they come down as tables and then you have to make your own charts.

Incentivized

Zendesk is super easy to use and navigate. I really enjoy the sleek layout, the ability to tailor tickets, the macro option, and the quick key guide they have to make your use of time even more effective. My whole team loves working with Zendesk and rarely ever has problems.

Incentivized

In the Last versions they have done a strong effort in creating a powerful data screen. Inside the screen you have access to signing, communications with multiple tools integration and connections with all modules related. With a single view you have all control over your data relations. It is similar to a control managing.

Incentivized

I used to work without a ticketing service, and everything was handled on an email provider, this made it very difficult to track, no integrations to the software complicating the use of internal tools or other software like Guru, Zendesk Suite wasn't hard to learn, in fact it was very easy, very straightforward, and I was an admin learning to use several tools at the same time.

Incentivized

In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.

There has been minor performance degradation on a very few days out of the two years I have been using the product.

there is not much problem in using CRM. There were times it was lagging or bugging, but later on it will be fixed and I can use it again.

We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request

Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.

There is not a lot of implementation, it's all setup and you just start using it. We did do some email to ticket setup and that worked really well. The only thing that didn't work for us was the Salesforce integration, maybe your mileage will vary.

The selection of vTiger was done by my management team to be able to see invoicing status in Quickbooks. Unfortunately, this feature has never worked but I think this might be a problem on our end, not a vTiger issue. We looked at Salesforce, HubSpot CRM, and ACT before making the switch to vTiger

Incentivized

Even these two have a ticketing system but that I also used previously but Zendesk Suite has a very clear ticketing system - it does not take much time to understand and use it, the interface is easy and the automation system also works up to the expectation, it is not just easy for the users but for us from the backed support as well, it is so user-friendly.

Incentivized

WHY we will use Zendesk in HR and PD internally

Incentivized

• I managed to increase my production by 20% each month.
• We increased the number of new clients each year.
• Clients were satisfied by our support team.

Incentivized

• Customer Success looks at ticket resolution surveys as part of their CSAT scores and either thanks their customer for a positive review or reaches out if it's a negative review.
• Sales uses Zendesk to make sure their new prospects are getting POCs properly set up quickly and fix any issues while they do a trial of our tool.
• Onboarding uses Zendesk to quickly make sure new customers implementations and user access are set up to help them start implementation faster.

Incentivized