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My previous company used Zendesk for ITSM (IT Service Management) products and Jira for internal development, such as HR, finance, and other departments.
It was mostly used for internal purposes and integrations because it was mobile apps related to ride-dealing, like Uber. So, it was mainly for receiving requests from the customers and scanning the stuff.
It's a very stable tool, very powerful.
It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions.
Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors.
Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.
I have experience with this solution. I worked with it for five years.
It is a stable product. I worked on it for five or five students. It's very stable.
Scalability is normal. Not very high. At that time, there were around 1100 end users using this solution.
The support team is time-consuming, and they don't find the answer to our problem.
Because if you are doing your job by yourself, it will be a lot of aim to seek their support. But if you have, like, a support contract with them or something like that, there's the support when you go for a good position or if they can push it. You have to pay extra for better support.
Neutral
We decided to switch from Zendesk because of limitations for integrations. We were a tech company, and we needed more features, more add-ons, more conditions with a lot of tools that weren't accessible with Zendesk, so that's why we had to change it.
The initial setup is very difficult, and we had to use support help for the account setup.
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 pricing is expensive.
Back then, we were paying $51 per license for agents and $89-90 per license for tech users.
We were paying around $2.25 million per year.
I would suggest using a trial version first and reading the logs before using it.
Overall, I would the solution a six out of ten because of the complexity of the tool and the high license price.
My main use case for monday.com is organizing ourselves as a company and as an organization, but we also use it for clients as well, embedding it into clients' ecosystems.
A specific example of how I used monday.com with a client is when they had a lot of paperwork they needed to do across many different systems. We used monday.com to integrate it, streamline it all into one place, and then automate many parts of that system, which they were very pleased with.
monday.com has positively impacted my organization by making things more efficient. For example, we used it to review applications, and having applications all in one place made things very convenient.
Regarding the efficiency gains, saving time was the significant benefit.
The best features monday.com offers include automation, which is really excellent and made things very easy to use.
In terms of features, integrations were very useful, and dashboards were also very good for sharing information across different parties.
I think monday.com could be improved by being more flexible at times.
For needed improvements, I believe there were sometimes use cases that we could not do easily because the system was rather fixed in its approach.
There are no other improvements needed that I have not mentioned; there are no other pain points or limitations I experienced.
I have been using monday.com for almost all of it, from probably about six months in.
monday.com is stable; I have not experienced any outages or reliability issues.
Regarding scalability, monday.com is easy to scale up as my needs change.
The customer support from monday.com is very good; when we set it up, we had someone from monday.com help us and it was brilliant.
I would rate the customer support on a scale of one to ten as a ten.
Before monday.com, I am not certain we had a solution in the same way; I think it would have just been very manual before that.
My experience with pricing, setup cost, and licensing included licensing being somewhat challenging, having to choose which users we had and such things, but other than that, it was all good.
The customer support from monday.com is very good; when we set it up, we had someone from monday.com help us and it was brilliant.
I have not seen a direct return on investment with monday.com; we were a charity and were getting it for free, but there were obviously savings. I just cannot quantify them.
My experience with pricing, setup cost, and licensing included licensing being somewhat challenging, having to choose which users we had and such things, but other than that, it was all good.
I did not evaluate other options before choosing monday.com.
I would rate monday.com eight out of ten.
I give it an eight out of ten because it was very good overall and very helpful, but a few things in terms of being more flexible would have made things even better.
My advice to others looking into using monday.com is to go for it; it is really good software.
I have no additional thoughts about monday.com before we wrap up.
I give this review an overall rating of eight out of ten.
