Monday.com and Zendesk compete in the project management and customer support software categories, respectively. Monday.com stands out for its project management features, while Zendesk leads in providing comprehensive customer support solutions.
Features: Monday.com excels in project management with task automation, flexible customization, and efficient team collaboration. Users enjoy its intuitive setup and versatile integration options. Zendesk is praised for its customer support capabilities, offering ticket management, robust reporting, and multi-channel integration to improve response times.
Room for Improvement: Monday.com users seek enhanced automation, more flexible reporting options, and improvements in handling complex project dependencies. Advanced templates and deeper software integrations are also desired. Zendesk users suggest improvements in intuitive navigation, customization, and reporting features. Pricing concerns are noted, especially when scaling up licenses.
Ease of Deployment and Customer Service: Monday.com is primarily deployed on Public Cloud, offering easy setup and responsive customer support. Some users desire more personalized assistance. Zendesk supports various platforms, with manageable deployment but occasional setup challenges requiring vendor help. Its customer service is generally well-received, though personalized support could improve.
Pricing and ROI: Monday.com is considered a worthwhile investment despite being somewhat pricey, offering flexible pricing options and positive ROI. Zendesk is viewed as expensive, especially at the enterprise level, although appreciated for improving customer service efficiency. Both solutions provide measurable productivity and organizational improvements, with ROI calculations varying by organization.
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.
I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.
We were able to offer a seamless 24/7 support experience and meet all our SLAs due to the robust nature of the platform.
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 (%) |
|---|---|
| monday.com | 1.3% |
| Zendesk | 1.2% |
| Other | 97.5% |
| Company Size | Count |
|---|---|
| Small Business | 178 |
| Midsize Enterprise | 25 |
| Large Enterprise | 23 |
| Company Size | Count |
|---|---|
| Small Business | 35 |
| Midsize Enterprise | 20 |
| 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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