What users are saying about
13 Ratings
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Top Rated
518 Ratings
13 Ratings
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Score 6.3 out of 101

Zendesk

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

Likelihood to Recommend

Accelo

Pretty good as a basic CRM, decent as a support desk. Tries to do a lot, but doesn't excel at any one thing. Reasonably priced, though, and can be a component in a larger setup.
Ryan Freeman profile photo

Zendesk

Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
Carmen Johnson profile photo

Feature Rating Comparison

Project Management

Accelo
5.5
Zendesk
Task Management
Accelo
5.0
Zendesk
Resource Management
Accelo
5.7
Zendesk
Gantt Charts
Accelo
6.0
Zendesk
Scheduling
Accelo
5.0
Zendesk
Workflow Automation
Accelo
5.0
Zendesk
Team Collaboration
Accelo
4.2
Zendesk
Support for Agile Methodology
Accelo
3.8
Zendesk
Support for Waterfall Methodology
Accelo
5.0
Zendesk
Email integration
Accelo
7.8
Zendesk
Mobile Access
Accelo
4.5
Zendesk
Timesheet Tracking
Accelo
7.7
Zendesk
Change request and Case Management
Accelo
6.0
Zendesk
Budget and Expense Management
Accelo
5.6
Zendesk

Professional Services Automation

Accelo
5.4
Zendesk
Quotes/estimates
Accelo
4.0
Zendesk
Invoicing
Accelo
4.7
Zendesk
Project & financial reporting
Accelo
6.0
Zendesk
Integration with accounting software
Accelo
6.8
Zendesk

Incident and problem management

Accelo
Zendesk
8.6
Organize and prioritize service tickets
Accelo
Zendesk
8.9
Expert directory
Accelo
Zendesk
7.9
Subscription-based notifications
Accelo
Zendesk
8.3
ITSM collaboration and documentation
Accelo
Zendesk
8.2
Ticket creation and submission
Accelo
Zendesk
9.3
Ticket response
Accelo
Zendesk
9.1

Self Help Community

Accelo
Zendesk
8.3
External knowledge base
Accelo
Zendesk
8.4
Internal knowledge base
Accelo
Zendesk
8.2

Multi-Channel Help

Accelo
Zendesk
8.5
Customer portal
Accelo
Zendesk
8.6
IVR
Accelo
Zendesk
8.2
Social integration
Accelo
Zendesk
8.2
Email support
Accelo
Zendesk
9.0
Help Desk CRM integration
Accelo
Zendesk
8.6

Pros

Accelo

  • Retainer Management - I am not sure we could run retainers effectively without it.
  • Hour Logging and Tracking.
  • Customer Email Tracking.
Chris Osterhout profile photo

Zendesk

  • Customisable ticketing engine - you can specify what fields should be filled on each ticket, if they are mandatory and customise what type of data needs to be entered. This ensures the right data is captured to assist resolve the query. It also means reports can be run from these fields.
  • Reporting and analytics - you can run reports based on the ticket data. This helps you understand what product features need to be improved or added, what new help content needs to be created, if particular macros need to be setup, efficiency of support team and more.
  • Integrations - Zendesk integrates with billing, CRM and other platforms so customer data is available in-app. This information assists the support team give the right information to the customer.
Nikhil George profile photo

Cons

Accelo

  • 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

Zendesk

  • They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
  • We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.
Lou Gallo profile photo

Likelihood to Renew

Accelo

Accelo 9.0
Based on 1 answer
Looking forward to seeing more refinement of features provided and upcoming features promised :)
Brendon O'Sullivan profile photo

Zendesk

Zendesk 10.0
Based on 37 answers
It's the best day-to-day tool for customer care I have used in 16 years of working in the industry.Healthy happy teams get along well with the tool and I know that if I see it in use and being used well I can work with that team.
Forest Basford profile photo

Usability

Accelo

Accelo 7.0
Based on 1 answer
No answer on this topic is available.

Zendesk

Zendesk 8.5
Based on 14 answers
The usability is great, but I do have to be honest and say that I still have a little trouble with the user interface sometimes. I have poor ability to differentiate between similar colors and sometimes if I am not directly in front of my screen I have trouble with the text inputs
Chase Sheaffer profile photo

Reliability and Availability

Accelo

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.6
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

Accelo

Accelo 10.0
Based on 1 answer
No answer on this topic is available.

Zendesk

Zendesk 8.0
Based on 10 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Taylor Wielage profile photo

Support

Accelo

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 9.0
Based on 19 answers
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Kevin Pearce profile photo

Online Training

Accelo

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 7.9
Based on 9 answers
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Chase Sheaffer profile photo

Implementation

Accelo

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 9.0
Based on 17 answers
If you're looking for a system that can tie all your channels together, allow you to report on just about any metric in regards to customer service, use chat, and build a knowledge base/FAQ all in one, Zendesk is it
Shane Swor profile photo

Alternatives Considered

Accelo

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

We have used HelpSpot for several years prior to the transition to Zendesk. Our biggest gripe was the cost and limitations on what kind of communication channels could be integrated into HelpSpot. Zendesk allows us to have multiple communication channels even for the most basic users and to build on it. With a few changes to the overall system (like better social media support for attachments etc) and inbox enhancements, it can be great.
Nathan Sichilongo profile photo

Return on Investment

Accelo

  • 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

  • Zendesk can help large and small companies improve their customer service capabilities. Customer service can drive repeat sales, deflect returns, and increase customer satisfaction in measurable ways.
  • Zendesk can be more expensive than alternatives, however it is a more complete product than many alternatives, so the additional features and integration should be weighed against lower cost.
Brendan Farrar-Foley profile photo

Pricing Details

Accelo

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

* Per Installation

Accelo Editions & Modules

Edition
Plus$191
Premium$341
  1. Per User
Additional Pricing Details

Zendesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$5*

* per agent

Zendesk Editions & Modules

Edition
Support Essential$51
Zendesk Suite (Support, Guide, Chat, Talk)$891
Support Team$191
Support Professional$491
Support Enterprise$991
Support Elite$1991
Zendesk Duet (Support + Sell CRM - 40% off)$592
  1. per agent, per month
  2. per user, per month
Additional Pricing Details

Add comparison