For example, real-time monitoring and analytics features require you to upgrade to the Premium plan. Not a useful product unless you’re on Professional or Enterprise plans: Unfortunately, to get access to Zendesk Chat’s useful features, you’ll need to be on the Premium plan or higher.To power your chat widget with machine learning, chatbot technology, you’ll need to build that integration using Zendesk’s API. Need to integrate AI-powered bots into Chat via API: Zendesk Chat doesn’t offer real chatbots out of the box.Outside of Zendesk itself, you can choose only one of 10 available integrations, such as Jira, Salesforce, Highrise and Sugar CRM. Zendesk Chat pushes its users to adopt the tools available on the Zendesk platform. Integrations: Zendesk Chat has very few integrations available. Without some real customization with the help of a developer, you’re stuck with a chat window that may scare folks away. Zendesk’s look and feel are clunky, outdated, and unimpressive. Outdated look and feel: One thing that some of the top-performing web chat applications have in common, is a fresh and even futuristic UI/UX.Customer support: Zendesk customer support is available 24 hours a day, 5 days a week.Apps: Zendesk has apps available for desktop, iOS, and Android.If you have many agents however, Zendesk pricing works against itself, because pricing is based on the number of agents using the Chat feature. Instead, Zendesk wants you to use all of its products, such as its cornerstone helpdesk. However, Zendesk Chat isn’t what you’ll end up paying for.
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