Accelo vs Zendesk Support Suite | TrustRadius

What users are saying about

Score 8.3 out of 10

Based on 23 reviews and ratings

Score 8.2 out of 10

Based on 737 reviews and ratings

Feature Rating Comparison

Accelo

Zendesk Support Suite

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

Accelo

Zendesk Support Suite

External knowledge base

Internal knowledge base

Accelo

Zendesk Support Suite

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Pros

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.

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Verified User

Manager in Marketing

Marketing and Advertising Company, 1-10 employees

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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!

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Verified User

Manager in Social Media

Non-profit Organization Management Company, 201-500 employees

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Cons

Cumbersome processes - feels like tasks take longer than they should.
We gave up on the Projects module, it was rather unintuitive. Switched to JIRA, which integrates with the Support module of Accelo.
Each email address requires a new contact. If one person uses multiple email addresses to contact you, that info will have to be spread across multiple contacts.

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President

Strider Inc.Marketing and Advertising, 1-10 employees

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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.

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Verified User

Employee in Customer Service

Information Technology and Services Company, 51-200 employees

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Likelihood to Renew

Accelo 9.0

Based on 1 answer

Looking forward to seeing more refinement of features provided and upcoming features promised :)

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Brendon O'Sullivan

Managing Director

Bos Web SystemsInformation Technology and Services, 11-50 employees

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Zendesk Support Suite 10.0

Based on 38 answers

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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Team Member

Onshape Inc.Computer Software, 51-200 employees

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Usability

Accelo 7.0

Based on 1 answer

No answer on this topic is available.

Zendesk Support Suite 9.0

Based on 18 answers

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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Verified User

Team Lead in Information Technology

Telecommunications Company, 51-200 employees

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Reliability and Availability

No score

No answers yet

No answers on this topic

Zendesk Support Suite 8.6

Based on 26 answers

In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.

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Co-Founder / Devleoper of Out of Milk

Capigami, IncComputer Software, 1-10 employees

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Performance

Accelo 10.0

Based on 1 answer

No answer on this topic is available.

Zendesk Support Suite 8.0

Based on 20 answers

There has been minor performance degradation on a very few days out of the two years I have been using the product.

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CFO/Director of Application Development

New Horizon Software Technologies, Inc.Computer Software, 1-10 employees

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Support Rating

Accelo 7.7

Based on 4 answers

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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Charles Fashana, MBA

COO (Chief Operating Officer)

19 IDEASMarketing & Advertising, 11-50 employees

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Zendesk Support Suite 5.6

Based on 53 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.

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Director of support and services

HyporiComputer & Network Security, 11-50 employees

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Online Training

No score

No answers yet

No answers on this topic

Zendesk Support Suite 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.

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Co-Founder / Devleoper of Out of Milk

Capigami, IncComputer Software, 1-10 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

Zendesk Support Suite 9.0

Based on 35 answers

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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Verified User

Director in Customer Service

Computer Software Company, 201-500 employees

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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.

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Chris Osterhout

Vice President of Business Strategy

WSOLInternet, 11-50 employees

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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.

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Vice President, e-Commerce

JS Products, Inc.Consumer Goods, 51-200 employees

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Return on Investment

Helps with tracking prospects through the sales/marketing funnel
Has led some employees to stop using the tool and going back to spreadsheets. When trying to attach targets to tags you need to do so individually and if you upload a large list you need to do this manually, one by one, and requires a lot of time. So people have gone back to spreadsheets where they could simply just cut and paste new people in.

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Verified User

Professional in Marketing

Computer & Network Security Company, 51-200 employees

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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.

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Alicia Barevich, bCRE, bCEE

Database Administrator

The Blake SchoolPrimary/Secondary Education, 201-500 employees

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Screenshots

See All (6) Accelo Screenshots

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Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Optional

Accelo Editions & Modules

Edition

Projects (Per Month on Annual Contract)	$39¹
Sales (Per Month on Annual Contract)	$39¹
Retainers (Per Month on Annual Contract)	$39¹
Service (Per Month on Annual Contract)	$39¹
ServOps (Per Month on Annual Contract)	$79¹

per user

Additional Pricing Details

ServOps is the all-in-one solution which includes Projects, Retainers, Sales and Service together.

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Optional

Zendesk Support Suite Editions & Modules

Edition

Suite Team	$49.00¹
Suite Growth	$79.00¹
Suite Professional	$99.00¹
Suite Enterprise	$150.00¹
Additional Enterprise-Ready Plans, starting at...	$215.00¹
Support Team (Foundational Support Only)	$19.00¹

per agent/month billed annually

Additional Pricing Details

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Rating Summary

Accelo

Zendesk Support Suite

Accelo

Zendesk Support Suite

Accelo

Zendesk Support Suite

Accelo

Zendesk Support Suite

Accelo

Zendesk Support Suite

Accelo

Zendesk Support Suite

Accelo

Zendesk Support Suite

Accelo

Zendesk Support Suite

Accelo

Zendesk Support Suite

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