What users are saying about
12 Ratings

Zendesk

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Top Rated
436 Ratings
12 Ratings
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Score 6.2 out of 101

Zendesk

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Top Rated
436 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.3 out of 101

Add comparison

Likelihood to Recommend

Accelo

If you are looking for a basic CRM this tool would work. It has lots of room to grow.
No photo available

Zendesk

I think Zendesk works great for a small support team or an organization just getting started. The triggers and automation is easy to setup so a few folks can quickly and efficiently dispatch a reasonably high number of tickets without much overhead. I think Zendesk would probably come up short compared to something like Salesforce in a large, cross functional role where it was being used by sales, marketing, etc. It would also probably be short on features in large scale issue trend analysis. I have not attempted to use it for any of those scenarios, but it does not seem well suited to that.
Kevin Pearce profile photo

Feature Rating Comparison

Project Management

Accelo
5.3
Zendesk
Task Management
Accelo
5.0
Zendesk
Resource Management
Accelo
5.5
Zendesk
Gantt Charts
Accelo
6.0
Zendesk
Scheduling
Accelo
5.0
Zendesk
Workflow Automation
Accelo
5.0
Zendesk
Team Collaboration
Accelo
4.3
Zendesk
Support for Agile Methodology
Accelo
3.7
Zendesk
Support for Waterfall Methodology
Accelo
5.0
Zendesk
Email integration
Accelo
7.4
Zendesk
Mobile Access
Accelo
4.5
Zendesk
Timesheet Tracking
Accelo
7.1
Zendesk
Change request and Case Management
Accelo
5.1
Zendesk
Budget and Expense Management
Accelo
5.1
Zendesk

Professional Services Automation

Accelo
4.7
Zendesk
Quotes/estimates
Accelo
3.6
Zendesk
Invoicing
Accelo
4.1
Zendesk
Project & financial reporting
Accelo
5.1
Zendesk
Integration with accounting software
Accelo
6.1
Zendesk

Incident and problem management

Accelo
Zendesk
8.3
Organize and prioritize service tickets
Accelo
Zendesk
8.8
Expert directory
Accelo
Zendesk
7.5
Subscription-based notifications
Accelo
Zendesk
8.0
ITSM collaboration and documentation
Accelo
Zendesk
7.6
Ticket creation and submission
Accelo
Zendesk
9.2
Ticket response
Accelo
Zendesk
9.0

Self Help Community

Accelo
Zendesk
8.1
External knowledge base
Accelo
Zendesk
8.2
Internal knowledge base
Accelo
Zendesk
7.9

Multi-Channel Help

Accelo
Zendesk
8.2
Customer portal
Accelo
Zendesk
8.4
IVR
Accelo
Zendesk
7.7
Social integration
Accelo
Zendesk
7.7
Email support
Accelo
Zendesk
8.9
Help Desk CRM integration
Accelo
Zendesk
8.3

Pros

  • Allows you to send emails directly from the target's account
  • Allows you to create tasks
  • Keeping track of notes made is easy
No photo available
  • Zendesk gives everyone involved simple, clear data to track and manage issues or projects. For me the greatest help has been this repository of tasks I can come to everyday without worrying about whether I've forgotten something or not.
  • The basic bits of data have proven very valuable. Leveraging even the most basic data about response times, tickets all related to one specific issue, recurring areas of trouble has been and is continuing to be very encouraging.
  • Being able to give our staff direction on how they can get support helps everyone feel better about how our time is being used. Going from nothing to Zendesk has taken a lot of stress off of my plate, even with the lowest package, Starter.
Trevor Gerzen profile photo

Cons

  • Difficult to upload targets
  • Not easy to modify a target
  • When uploading targets you can not attach them to tags until after they are uploaded.
  • When listing opportunities in the system, you are limited with what stage the opportunity is in and the star system is not very helpful. The status' are very vague and not always accurate.
No photo available
  • 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
I am extremely satisfied with this product. I am working on getting it for my newest company. It can help with many issues that they face, especially workflow.
Jonathan Hatch profile photo

Usability

Accelo7.0
Based on 1 answer
No answer on this topic is available.
Zendesk9.0
Based on 13 answers
Super easy to use.
Eric Johnson profile photo

Reliability and Availability

No score
No answers yet
No answers on this topic
Zendesk8.6
Based on 13 answers
We have not seen any significant down times for Zendesk, out of the term of our relationship only one window of a couple hours has ever been caused by loss of service.(Website being down)
Joe London 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
The response speed from their support team could be quicker.
Eric Johnson 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
There is not a lot of implementation, it's all setup and you just start using it. We did do some email to ticket setup and that worked really well. The only thing that didn't work for us was the Salesforce integration, maybe your mileage will vary.
Rob Sherman profile photo

Alternatives Considered

Accelo doesn't really exceed any competitors in any one area of their product, but in 2015 when we made the move this was the best option that included all the tools we wanted. However, user adoption was low in some areas due to the UI, so we scaled back Accelo and added other tools.
Ryan Freeman profile photo
Zendesk is a good software. It's not perfect but it can be just what a company needs contingent on how they use it and take advantage of what it has to offer. As with anything, the tools are there, it's up to the company to capitalize on its resources to make a better customer experience.
Kenyata Garner profile photo

Return on Investment

  • Allows our growing team to have more client information and context accessible during client interactions.
Ryan Freeman profile photo
  • Improved customer service ratings for our department since the implementation
  • Faster responsiveness to customers
  • greater survey data on customer satisfaction
Ron Rothstain 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