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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.
I am a consultant and Zoho CRM developer who implements Zoho CRM for clients. I have worked extensively on Zoho CRM where I set up modules and gather requirements from clients. I customize fields and modules as needed, and I create workflows, validation rules, client scripts, and perform many other tasks on Zoho CRM.
I have integrated Zoho CRM with Xero for a client who was using Xero for accounting and Zoho CRM for follow-ups and client relationship management. The client wanted Zoho CRM integrated with Xero so that after an invoice is created, it automatically goes to Xero where the client handles other financial activities.
I use Zoho One platform to demonstrate to clients what we will accomplish.
Zoho CRM fields provide us with validations. For example, if we use email fields, only email addresses can be entered. If I fill an email field with a demo email or something that is not an authentic email, it will give a small alert in the corner indicating that this email is not authenticated by Zoho. Zoho CRM provides approximately 75 fields that I can remember, and in each module, we can add fields according to our requirements. The layout can be customized using the Zoho Wizard and also by using a widget. We can also apply client scripts on the layout to perform many actions in real time.
The AI-powered assistant Zia in Zoho CRM provides very helpful assistance. By using Zia, we can directly get data without applying any extra effort, and it also helps us to get solutions. If I have to do some task and I am not sure how to do it, I can simply go to Zia and write our requirement or ask how to accomplish a specific task, and it will provide us with a solution.
We can automate tasks in Zoho CRM, including automating email and task creation as well as follow-ups. This gives the best impression to the business that a user is not directly performing the action. If we have to add a follow-up, we can set up a follow-up that can automatically go out. We can apply follow-up automations by using workflows and schedulers.
While applying some integrations or automations, if we need to take an action between two modules' fields, we have to write SOQL, and it can miss the data. I had a scenario where I had to use two fields from two different modules, and based on that condition, we had to send a follow-up to our team member to complete the task. We could not find any direct integration, direct SOQL query, or direct workflow that could do that work. However, I think the wizard is performing better now for such tasks.
I had a two-part scenario where I had to get data from two modules or two fields in Zoho CRM and send a follow-up to our team member based on that data. We were unable to find any direct integration for this. Another issue is that a Zoho CRM function can run for only three minutes. After three minutes, the function will fail, and we have to rerun the function.
I have faced a downsite of Zoho one or two times, but it was resolved within five minutes.
I have connected with the technical support of Zoho CRM many times. I can say that support provides a very good solution many times. However, sometimes support is unable to provide solutions, and for very basic things, they are initially unable to help. When I ask them to consult their seniors, they eventually provide the solution. They initially denied having a solution for certain tasks, but when I mentioned that we have accomplished this in other accounts, they provided the solution.
For the initial setup, I get the requirements and first set up modules including Lead, Contact, Account, and Deal. I apply workflows, follow-ups, and emails. I set up Zoho CRM in two stages. In the first stage, I set up Deal, Lead, Contact, and Account, along with follow-ups and workflows for these modules. In the second stage, I set up Account, Sales Order, Invoice, and other related modules.
Zoho CRM is a scalable product that provides data integration, data integrity, automations, and reliable working time. I have found it better than Zoho Books, with which I have also worked. With Zoho Books, an update or a workflow run with field updates after a workflow run takes up to two minutes, but in Zoho CRM it will update in a few seconds.
It is a very reliable and stable platform. I have worked with Zoho CRM for 1.5 years and have not found any issues regarding security or other concerns from any of my clients.
Zoho CRM is very affordable compared to other CRMs. While there may be one or two CRMs that are cheaper than Zoho CRM, they do not provide that level of facilities. I would rate this product a 7 out of 10.
