Accelo vs. Zendesk Support Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Accelo
Score 8.8 out of 10
Small Businesses (1-50 employees)
Accelo is used by professional service businesses to manage their client work. The cloud-based platform manages client work delivery, from prospect to payment, including sales, projects, tickets, retainers, timesheets, and resourcing. With an emphasis on time and money, the client work management platform gives a holistic view of up-to-date business data and financial performance. It presents client communications, activities and work centralized in a single platform, so users know…
$24
per month per user
Zendesk Support Suite
Score 8.0 out of 10
N/A
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer…
$19
per agent/month billed annually
Pricing
AcceloZendesk Support Suite
Editions & Modules
Plus
$24
per month per user / per product
Premium
$39
per month per user / per product
Support Team (Foundational Support Only)
$19.00
per agent/month billed annually
Suite Team
$49.00
per agent/month billed annually
Suite Growth
$79.00
per agent/month billed annually
Suite Professional
$99.00
per agent/month billed annually
Suite Enterprise
$150.00
per agent/month billed annually
Additional Enterprise-Ready Plans, starting at...
$215.00
per agent/month billed annually
Offerings
Pricing Offerings
AcceloZendesk Support Suite
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeOptionalOptional
Additional DetailsAccelo Plans start at $120.00 Per Month (on an Annual Contract) for Plus, and $195.00 Per Month (on an Annual Contract) for Premium. Plans include 5 Licenses which are used for various Accelo Products: Sales & Quotes, Projects, Tickets, Retainers, Billing, and Reports.
More Pricing Information
Community Pulse
AcceloZendesk Support Suite
Considered Both Products
Accelo
Chose 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 …
Zendesk Support Suite

No answer on this topic

Top Pros
Top Cons
Features
AcceloZendesk Support Suite
Project Management
Comparison of Project Management features of Product A and Product B
Accelo
7.6
6 Ratings
2% below category average
Zendesk Support Suite
-
Ratings
Task Management9.26 Ratings00 Ratings
Resource Management8.04 Ratings00 Ratings
Gantt Charts8.02 Ratings00 Ratings
Scheduling6.76 Ratings00 Ratings
Workflow Automation7.55 Ratings00 Ratings
Team Collaboration6.75 Ratings00 Ratings
Support for Agile Methodology7.94 Ratings00 Ratings
Support for Waterfall Methodology4.82 Ratings00 Ratings
Email integration7.26 Ratings00 Ratings
Mobile Access7.95 Ratings00 Ratings
Timesheet Tracking9.25 Ratings00 Ratings
Change request and Case Management7.54 Ratings00 Ratings
Budget and Expense Management8.66 Ratings00 Ratings
Professional Services Automation
Comparison of Professional Services Automation features of Product A and Product B
Accelo
7.8
6 Ratings
1% above category average
Zendesk Support Suite
-
Ratings
Quotes/estimates7.65 Ratings00 Ratings
Invoicing8.64 Ratings00 Ratings
Project & financial reporting8.15 Ratings00 Ratings
Integration with accounting software7.04 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Accelo
-
Ratings
Zendesk Support Suite
6.2
88 Ratings
28% below category average
Organize and prioritize service tickets00 Ratings6.787 Ratings
Expert directory00 Ratings5.054 Ratings
Subscription-based notifications00 Ratings5.362 Ratings
ITSM collaboration and documentation00 Ratings5.658 Ratings
Ticket creation and submission00 Ratings7.588 Ratings
Ticket response00 Ratings7.387 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Accelo
-
Ratings
Zendesk Support Suite
5.9
78 Ratings
32% below category average
External knowledge base00 Ratings6.174 Ratings
Internal knowledge base00 Ratings5.769 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Accelo
-
Ratings
Zendesk Support Suite
5.8
86 Ratings
33% below category average
Customer portal00 Ratings5.969 Ratings
IVR00 Ratings3.928 Ratings
Social integration00 Ratings6.053 Ratings
Email support00 Ratings6.884 Ratings
Help Desk CRM integration00 Ratings6.263 Ratings
Best Alternatives
AcceloZendesk Support Suite
Small Businesses
FunctionFox
FunctionFox
Score 9.8 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
SAP Ruum
SAP Ruum
Score 9.1 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Kanban Tool
Kanban Tool
Score 8.9 out of 10
LiveChat
LiveChat
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
AcceloZendesk Support Suite
Likelihood to Recommend
9.0
(8 ratings)
6.5
(126 ratings)
Likelihood to Renew
9.0
(1 ratings)
10.0
(39 ratings)
Usability
7.0
(1 ratings)
9.9
(19 ratings)
Availability
-
(0 ratings)
8.6
(26 ratings)
Performance
10.0
(2 ratings)
8.0
(20 ratings)
Support Rating
7.6
(5 ratings)
8.6
(49 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
7.9
(9 ratings)
Implementation Rating
-
(0 ratings)
9.0
(35 ratings)
Configurability
-
(0 ratings)
9.3
(3 ratings)
User Testimonials
AcceloZendesk Support Suite
Likelihood to Recommend
Accelo
Accelo is a system that can do it all. It's extremely sophisticated. Depending on the sophistication of your organization, or specifically the abilities of the people you put in charge of the implementation, it can almost be too sophisticated. It all just depends on your situation. The more you use it, the more data you give it, the more you'll be able to see and do. It's incredibly powerful. But it's definitely not a tool that would be appropriate for smaller boutique type organizations that have only basic needs.
Read full review
Zendesk
Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
Read full review
Pros
Accelo
  • Timing Client Work: You are able to better manage your time on your clients.
  • Housing Client Info in one Area: You can view all you need for any given client in one area.
Read full review
Zendesk
  • Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
  • Zendesk makes it easy for users to indicate if they are available to respond or not.
  • Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!
Read full review
Cons
Accelo
  • Accelo is excellent on the adaptation to its deep functionalities.
  • Managing multiple project is very challenging.
  • Not easy to collect multiple reports across platforms.
Read full review
Zendesk
  • Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
  • Provide a way for Suspended tickets (created by emails from non-users) to be better managed
  • Set a timer for tickets to reopen on a more individual ticket basis.
Read full review
Likelihood to Renew
Accelo
Looking forward to seeing more refinement of features provided and upcoming features promised :)
Read full review
Zendesk
There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
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Usability
Accelo
No answers on this topic
Zendesk
As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
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Reliability and Availability
Accelo
No answers on this topic
Zendesk
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Read full review
Performance
Accelo
No answers on this topic
Zendesk
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Read full review
Support Rating
Accelo
From the beginning the Accelo team has been very invested in ensuring our success and overall happiness with the platform. The initial implementation specialists and trainers did a fairly good job of learning our company and needs, and tried to tailor the trainings accordingly. However, once we made the formal switch to the platform, meaning we no longer were using our legacy systems, we found that we had a lot of questions....and a lot of ideas and recommendations. The support team is extremely responsive and seemingly happy to receive our continual feedback. And if we encounter an issue that seems to be a system issue, they work diligently to fix it (we've actually had an engineer join a call with us to learn of the issue - and subsequently fix it)
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Zendesk
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.
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Online Training
Accelo
No answers on this topic
Zendesk
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.
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Implementation Rating
Accelo
No answers on this topic
Zendesk
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
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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.
Read full review
Zendesk
I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.
Read full review
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.
Read full review
Zendesk
  • The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
  • Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
  • Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
Read full review
ScreenShots

Accelo Screenshots

Screenshot of PSA / Platform - Transform the way you manage client workScreenshot of CRM - Communicate, track and engage with leads and clientsScreenshot of Sales - Create, cultivate & convert leads into relationshipsScreenshot of Quotes - Compose, modify & send professional work proposalsScreenshot of Projects - Plan, manage & collaborate on client deliverablesScreenshot of Tickets - Submit, monitor & complete ad-hoc work requests