Front vs Zendesk Support Suite
Front and Zendesk both offer robust customer service platforms but differ in focus. Front emphasizes team collaboration within a unified inbox for managing digital channels, appealing for its simplicity and perceived value. Zendesk provides a more extensive suite with specialized tools like voice support, workforce management, and quality assurance, catering to businesses needing a wider range of customer service functionalities beyond shared inbox model, making it suitable for teams prioritizing efficient handling of email, chat, and social media. Front is better for you if your primary need is streamlining communication across email, chat, and social media within a highly collaborative team environment, and you value straightforward pricing. Zendesk Support Suite is better for you if you require a broader range of customer service tools, including native phone support (Voice), workforce management (WFM), dedicated quality assurance (QA) features, or extensive integrations, even if it comes at a potentially higher or less flexible cost.
At Gralio.ai we help to simplify your decision-making process by offering detailed, side-by-side software comparisons like this one, to help you confidently choose the tool that aligns with your business goals.
This comparison was created by analysing 7183 reviews and 60 websites, saving 1 day, 16 hours, 24 minutes of reading.
About
About
Summary
Summary
Relative strengths of Front (compared to Zendesk Support Suite)
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Superior Team Collaboration: Front excels with features like internal comments and easy assignments within a shared inbox, making teamwork on customer messages more seamless than Zendesk.
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Better Value Perception: User sentiment suggests Front offers better pricing transparency and value compared to Zendesk, which receives criticism for inflexible billing and upselling.
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Focused User Experience: Front provides a potentially simpler, more focused interface centered around the unified inbox, which can be easier for teams primarily managing digital communication channels like email and chat.
Relative weaknesses of Front (compared to Zendesk Support Suite)
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Lacks Native Voice Channel: Zendesk includes integrated voice capabilities for phone support, a feature not natively available in Front.
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Missing Workforce Management Tools: Zendesk offers dedicated tools for managing agent schedules and productivity (WFM), which Front does not include.
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No Built-in Quality Assurance Features: Zendesk provides specific features for monitoring and scoring agent interactions for quality assurance, which are absent in Front.
Who is using Front and Zendesk Support Suite?
Who is using Front and Zendesk Support Suite?
Who should use Front VS. Zendesk Support Suite
Who should use Front VS. Zendesk Support Suite
Front helps teams manage customer conversations by bringing emails, chats, and social media into one shared inbox. We've noticed users really appreciate features like snoozing emails and internal commenting for better team collaboration, especially for remote teams. It seems particularly useful for businesses aiming to streamline support and make sure no customer message gets lost, although some users find the rule automation and search function could be improved.
We see Zendesk Support Suite as a solid choice for businesses needing a wide range of customer service tools like messaging, chat, and help centers. Teams appreciate its integration capabilities and automation features which can streamline support. However, it's worth noting that many users report issues with confusing pricing structures and difficulties getting timely help from customer support, which can be a significant drawback for some businesses depending on their needs and resources available resources available service levels of concern for potential buyers evaluating this platform for your needsmajor point
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In our experience, Front works well for businesses of all sizes, from small teams just starting out to large enterprises needing coordination.
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While Front is versatile across industries, we find it's particularly strong for Software, IT, and Telecommunications companies needing unified support.
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We find Zendesk Support Suite is designed to fit businesses of all sizes, from small startups to large enterprises looking for comprehensive tools.
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In our experience, Zendesk works across many sectors but has a strong presence in tech, retail, finance, education, and healthcare.
Front and Zendesk Support Suite features
Supported Partially supported Not supported Type in the name of the feature or in your own words tell us what you need
Front and Zendesk Support Suite features
- AI-powered assistanceSupported
Front offers AI-powered features like automated summaries, suggested replies, and task automation.
SupportedZendesk Support Suite uses AI to automate tasks, suggest replies, and prioritize conversations.
- Project TrackingPartially supported
Project tracking is supported via integration with project management tools like Trello, Asana, and ClickUp.
Partially supportedZendesk can be integrated with project management tools for enhanced tracking but lacks native support.
- AI AgentsSupported
Front offers AI features like AI Compose, Summarize, and Answers, automating tasks and assisting users within the platform.
SupportedZendesk Support Suite uses AI-powered virtual assistants to automate tasks and provide support.
- Helpdesk integrationSupported
Front integrates with helpdesk systems like Zendesk and has API for custom integrations.
SupportedZendesk Support Suite supports the ability to integrate with helpdesk systems through its integration capabilities and the Zendesk Marketplace.
- Slack integrationSupported
Front supports connecting its ticketing system with Slack for enhanced communication and notifications.
SupportedZendesk Support Suite supports the integration with Slack, enabling the connection of the ticketing system with Slack for better communication and notifications.
- Shared inboxSupported
Front supports the ability to have a shared team inbox for emails.
SupportedZendesk Support Suite offers a shared team inbox within its Support product.
Qualities
Qualities
- Value and Pricing Transparency+1Strongly positive sentiment-0.63Rather negative sentiment
- Customer Service+0.68Rather positive sentiment+0.43Rather positive sentiment
- Ease of Use+0.83Strongly positive sentiment+0.82Strongly positive sentiment
- Reliability and Performance-0.03Neutral sentiment+0.26Neutral sentiment
- Ease of Implementation+0.29Neutral sentiment+0.26Neutral sentiment
- Scalability+1Strongly positive sentiment+0.04Neutral sentiment
Front and Zendesk Support Suite Pricing
User sentiment
See full Pricing page
Front and Zendesk Support Suite review insights
7183 reviews analysed from and
Front and Zendesk Support Suite review insights
Users love
- The "Snooze" feature is great for clearing the inbox and prioritizing emails.
- Tagging rules are very helpful for filtering and organizing emails.
- Internal commenting allows for collaboration without cluttering the email thread.
- Easy to assign emails to team members for efficient task management.
- Seamless integration with a range of other products and platforms.
- Strong automation features and configurable workflows.
- The platform helps to expedite customer support procedures.
- Provides strong automation features and configurable workflows.
Users dislike
- Rules can be confusing and don’t always seem to work consistently.
- Emails are sometimes missed due to the assigned teammate archiving conversations.
- The search function is not very effective, requiring users to sift through many emails.
- Mobile app lacks functionalities available on the online version.
- Payment methods and structure are convoluted and inflexible.
- Account managers are solely focused on making money rather than helping customers.
- Unresponsive and evasive support team, often citing vacations as a reason for delays.
- Inability to downgrade user numbers in a timely manner, leading to unnecessary charges.
Front and Zendesk Support Suite Ratings
Front and Zendesk Support Suite Ratings
G24.7/5(2121)
Glassdoor4.5/5(226)
- G24.3/5(2589)
Capterra4.4/5(2473)- Glassdoor3.6/5(1913)
Company health
Company health
Employee growth
Web traffic
Financing
How do Front's and Zendesk's AI-powered automation features compare in practice?
Which product offers more reliable and consistent rule-based automation workflows?
What are the advantages of Front?
What are the disadvantages of Front?
Alternatives to Front and Zendesk Support Suite
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.
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