Zendesk Suite vs Gladly: Which is best for you?

Overall, Zendesk suite serves as a robust and scalable support platform centralizing mulit-stakeholder support, improving response times through automation and self-service capabilities supported with analytics to report on support metrics.

They do a terrible job of screening for junk and spam letting a significant numbers of spam and malicious messages through and flagging real customer message en masse after each update.

On the management side, having role-based idle/logout settings, scheduled reporting, and an observer-only role for cross-functional partners would reduce manual work and improve collaboration. And while smaller, quality-of-life updates like dark mode, custom notification sounds, collapsible inbox categories, and even direct CSAT offerings within the conversation flow would go a long way in helping our team stay focused, efficient, and more connected to the customer experience.

Another issue is that there is no way to upload images and videos; without this feature we can not properly assign and track incidents for our support teams because we have very little communication with support staff on how to assign ours to each other.