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- Zendesk Support and Sell come with a free 14-day trial
- Enables multi channel support via email, phone, social and self-service
- Zendesk Chat, Guide, Talk and Explore come with a freemium plan.
- Ability to easily upgrade when you need more features
- All products are easy to set-up and start using
- You can purchase customer support products in a suite and separately
- Zendesk has a very active community if you need advice or best practices
- Has a well documented API and offers a great number of ready-made integrations.
- Ability to localize the admin interface in over 40 languages
Cons
- Important features like surveys, integrations and routing are available for higher-tier plans
- To get good reporting, you will need to purchase a professional license of Explore ($9 per agent/monthly)
- It may take some time and learning to get everything perfectly tailored.
- You need to have multiple tabs open to work with different Zendesk products.
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Pros
- Zoho Desk has a free 15-day trial
- There’s a free edition of the help desk
- Fast and easy to implement
- Seamlessly integrates and works great with other Zoho products
- Neat and intuitive interface
- Out-of-the-box knowledge base starting from the cheapest plan
- Social and community channels included in the low-tier plan
- Facilitates company-wide collaboration
- Ability to auto-assign tickets (in Professional and Enterprise)
Cons
- Can be overwhelming and take some time to learn all the functions and where to find them
- Live chat and the built-in chatbot are available in the most expensive pricing plan ($35/agent/month)
- Limited out of the box integrations available with other software
- The API is limited
- The capabilities of the free edition are very limited
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