![]() ![]() So, they take a bit of an advantage with the number of channels and Gist takes a bit back with Workflows. Zendesk doesn’t offer a visual workflow tool, at the moment and their tool looks a bit like a old school form (aka a bit clunky). We also now have visual workflows to see exactly when and how your site visitors and list are going to be contacted. You can trigger a large number of events to happen based on events and actions that you set.Ī customer visits a certain page, you can apply a tag that starts an email sequence or alerts your reps to reach out. Gist offers marketing automation as well (albeit without SMS and notifications, but we’re working on it). There are multiple available channels to include in automations like notifications (both on site and on phones), SMS and via web hooks. Their automation is more than email, which is cool. While Zendesk doesn’t offer the ability to send emails to a list, they do offer the ability to create emails that can be sent via automations.Īutomatically triggering an email when a support ticket is closed is an example. But really the tools are too similar to call a winner here. If you want to price in the $50+/mo for the bot instead of using your reps, Zendesk Guide could work. Since it’s not a tool that you can have with the knowledge base pricing, it’s not getting as much weight in this review. It’s a separate fee starting at $50/mo, based on how often it’s used. It’s a really cool feature, but it’s not included in their regular Zendesk Guide plans. ![]() It’s an intuitive bot tool that can pickup on key phrases and suggest knowledge base content from your existing set of articles. There is one difference, which could be considered an advantage for Zendesk, and it’s called “Answer Bot”.
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