Zendesk organizes the work for your agents. RouteWrk does the work.

In Zendesk

1. Agent reads the email and sets category and priority
2. Agent replies to the tenant to acknowledge
3. Agent emails the vendor with the details
4. Agent watches for the vendor's reply, chases if it does not come
5. Agent tells the tenant the visit is booked
6. Manager approves the quote (by email, outside the ticket)
7. Agent confirms completion with the tenant and closes

7 human touches. Zendesk's triggers can set fields and route; the reading, writing and chasing stay with a person.

In RouteWrk

1. Automatic category and priority set by rule
2. Automatic acknowledgement sent to the tenant
3. Automatic work order emailed to the vendor
4. Automatic waits for the reply; reminder sent if silent; escalates on timeout
5. Automatic tenant told the visit is booked
6. Manager approves the quote inside the ticket, one click
7. Automatic completion confirmed, ticket resolved

1 human touch. The six others are steps drawn once in the workflow and run every time, for every ticket.

Choose Zendesk when

You run a support desk: many agents answering many customers, live chat and phone alongside email, a help center you publish to, and a marketplace of add-ons you expect to plug in. Zendesk has spent fifteen years on that and it shows.

Choose RouteWrk when

A ticket is only the start. Someone has to approve it, a vendor has to confirm a date, a checklist has to be ticked off, and another department picks it up when the first is done. You want that drawn once as a workflow and run every time, from the mailbox you already use.