What users are saying about

Accelo

10 Ratings

Zendesk

Top Rated
412 Ratings

Accelo

10 Ratings
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Score 6.4 out of 101

Zendesk

Top Rated
412 Ratings
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Score 8.3 out of 101

Add comparison

Likelihood to Recommend

Accelo

It is really well suited for organizations that need to have a lot of tools but don't want a bunch of data silos. Our organization uses HubSpot as our CRM so we don't necessarily use the CRM portion of Accelo the way it is designed. Mainly because it isn't as agile as HubSpot from a CRM perspective.
Chris Osterhout profile photo

Zendesk

Zendesk is great for large organisations. It has all the large and enterprise features that might be required such as SSO, white-labelling and data management. It's a great product what will scale with a business and very reliable. Downtimes are very rare. Smaller businesses could likely get by using other support desk tools which are much cheaper.
Nikhil George profile photo

Feature Rating Comparison

Project Management

Accelo
5.6
Zendesk
Task Management
Accelo
6.0
Zendesk
Resource Management
Accelo
5.5
Zendesk
Gantt Charts
Accelo
6.0
Zendesk
Scheduling
Accelo
5.5
Zendesk
Workflow Automation
Accelo
6.0
Zendesk
Team Collaboration
Accelo
4.0
Zendesk
Support for Agile Methodology
Accelo
3.0
Zendesk
Support for Waterfall Methodology
Accelo
6.0
Zendesk
Email integration
Accelo
6.5
Zendesk
Mobile Access
Accelo
6.0
Zendesk
Timesheet Tracking
Accelo
7.0
Zendesk
Change request and Case Management
Accelo
5.1
Zendesk
Budget and Expense Management
Accelo
5.6
Zendesk

Professional Services Automation

Accelo
4.4
Zendesk
Quotes/estimates
Accelo
3.5
Zendesk
Invoicing
Accelo
4.0
Zendesk
Project & financial reporting
Accelo
5.1
Zendesk
Integration with accounting software
Accelo
5.1
Zendesk

Incident and problem management

Accelo
Zendesk
8.2
Organize and prioritize service tickets
Accelo
Zendesk
8.9
Expert directory
Accelo
Zendesk
7.3
Subscription-based notifications
Accelo
Zendesk
7.5
ITSM collaboration and documentation
Accelo
Zendesk
7.3
Ticket creation and submission
Accelo
Zendesk
9.3
Ticket response
Accelo
Zendesk
9.1

Self Help Community

Accelo
Zendesk
8.0
External knowledge base
Accelo
Zendesk
8.2
Internal knowledge base
Accelo
Zendesk
7.9

Multi-Channel Help

Accelo
Zendesk
8.1
Customer portal
Accelo
Zendesk
8.2
IVR
Accelo
Zendesk
7.4
Social integration
Accelo
Zendesk
7.7
Email support
Accelo
Zendesk
9.0
Help Desk CRM integration
Accelo
Zendesk
8.3

Pros

  • Retainer Management - I am not sure we could run retainers effectively without it.
  • Hour Logging and Tracking.
  • Customer Email Tracking.
Chris Osterhout profile photo
  • With Zendesk we are able to have a holistic view of which customers have been attended to. Zendesk's easy to use Inbox feature makes this easy for anyone to join the team and start working in support.
  • The integration with multiple platforms for communication makes this the goto Support Desk tool. We are able to have all our website, social media and email communication come into one location for all support staff to handle and see
  • Zendesk apps and plugins increase usefulness. Being able to add apps to our Zendesk makes it easier for us to do things like measure productivity, conduct surveys and share customer communication on channels like Slack
  • The ability to build your own Knowledgebase and have it on hand when answering customer queries is a life send. This alone is worth the monthly fees. As you can build up a Knowledgebase overtime and link to it on a website or through different communication channels.
Nathan Sichilongo profile photo

Cons

  • The client portal needs to be improved. It does not have the same user interface as we have within Accelo and we get a lot of client complaints about it.
  • It needs more executive-style reporting and the ability to create your own reports and filters.
  • It needs to be faster. With all of the things Accelo is doing to give you all the data, it is kind of slow compared to other systems in the browser.
Chris Osterhout profile photo
  • The main functionality of Zendesk that has been apparently lacking to me is when a user creates a new ticket its not clear enough how they can follow along with that ticket specifically. I could see the default automated ticket creation response being focused more on allowing the creator to view that ticket online. A few users will send a new email, thus creating new tickets, before I get a chance to respond to their original ticket.
  • The app feels more limited than the website. I'm not sure that it actually is, but because it seems more focused on viewing than taking action I don't use it as much. I do find that when I want to do something from the app it's usually possible, I just feel that it could be simplified in terms of common actions being forefront. More so than the standard tab bar iOS UX/UI mechanism.
  • I'm not sure how you would implement this, but intercepting other support members chiming in on completed tickets or adding redundant comments.
Trevor Gerzen profile photo

Likelihood to Renew

Accelo9.0
Based on 1 answer
Looking forward to seeing more refinement of features provided and upcoming features promised :)
Brendon O'Sullivan profile photo
Zendesk10.0
Based on 37 answers
It uniquely delivers a turn-key site for self-service, community help, and technical support.
Mary Connor profile photo

Usability

Accelo7.0
Based on 1 answer
No answer on this topic is available.
Zendesk9.0
Based on 13 answers
This product can be taught to, used by, and retained by anyone. I have taught this product to some very computer illiterate people and they not only got it, but retained it.
Colby Wood profile photo

Reliability and Availability

No score
No answers yet
No answers on this topic
Zendesk8.6
Based on 13 answers
In all the time I have used it, I have only experienced "down-time" with it once, and guess what. It was during a scheduled downtime that i forgot about which was posted at least a month in advance.
Colby Wood profile photo

Performance

Accelo10.0
Based on 1 answer
No answer on this topic is available.
Zendesk8.0
Based on 10 answers
Fast interface and never any performance issues.
Joe London profile photo

Support

No score
No answers yet
No answers on this topic
Zendesk10.0
Based on 17 answers
Zendesk's support team responds quickly, and always links to relevant help articles. They always follow up to make sure I received great support
James Weatherly profile photo

Online Training

No score
No answers yet
No answers on this topic
Zendesk7.9
Based on 9 answers
Training was useful and provided us with the resources needed to take our helpdesk to the next level.
Joe London profile photo

Implementation

No score
No answers yet
No answers on this topic
Zendesk9.0
Based on 17 answers
We did this ourselves and were very happy with what we got. I feel as though we're using the software to the full potential and are not leaving anything on the table.
Douglas Mauro profile photo

Alternatives Considered

We used Workfront prior to using Accelo, mainly for project management and retainer management. There is no comparison between the two as Accelo blows it away.
Chris Osterhout profile photo
Zendesk is currently on par with both of these services in that they are great ticketing software programs but are light in Contact/Sales management. The autoresponder with Zendesk is much easier to implement and customize compared to the other options. The option of the mobile application is a bonus that many of its competitors do not support
Kris Lambert profile photo

Return on Investment

  • It substantially reduced the number of systems we use to run our business.
  • It reduced the need to train our staff on a variety of platforms.
  • It gave us the ability to have a client-facing portal that directly integrates with our backend systems.
Chris Osterhout profile photo
  • Zendesk is the central place for us to have all of our support data - it's one source of truth.
  • Anyone can step right in and use it- no training necessary.
Jesse Brightman profile photo

Pricing Details

Accelo

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
1.  Per Installation
Accelo Editions & Modules
Accelo
Edition
Plus
$191
Premium
$341
1. Per User
Additional Pricing Details

Zendesk

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Zendesk Editions & Modules
Zendesk
Additional Pricing Details