What users are saying about

Act-On

334 Ratings

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Top Rated
414 Ratings

Act-On

334 Ratings
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Score 7 out of 101

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Top Rated
414 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

Act-On

I think Act-On would work equally well for small to large companies. If you are less confident or experienced in automation and funneling, Act-On genuinely invests in the expertise to guide and support you so you can be continually learning and developing your skills and application for the platform. You never feel you are in the deep end
Sue Maldonado profile photo

Zendesk

Zendesk is a great support tool for handling support tickets for small to medium size service-oriented organizations. It is more suited towards email and web with limited functionality for social media. If you run a small support team (say 3-15 people) Zendesk is worth the money. There are some features that may work for larger organizations but the need for customization and apps make it difficult to justify unless your profit per supported user is higher than the cost.
Nathan Sichilongo profile photo

Feature Rating Comparison

Email & Online Marketing

Act-On
7.5
Zendesk
WYSIWYG email editor
Act-On
7.2
Zendesk
Dynamic content
Act-On
7.0
Zendesk
Ability to test dynamic content
Act-On
6.6
Zendesk
Landing pages
Act-On
7.8
Zendesk
A/B testing
Act-On
8.0
Zendesk
Mobile optimization
Act-On
7.6
Zendesk
Email deliverability
Act-On
8.8
Zendesk
List management
Act-On
5.8
Zendesk
Triggered drip sequences
Act-On
8.3
Zendesk

Lead Management

Act-On
6.6
Zendesk
Lead nurturing
Act-On
6.2
Zendesk
Lead scoring and grading
Act-On
6.8
Zendesk
Data quality management
Act-On
7.1
Zendesk
Automated sales alerts and tasks
Act-On
6.3
Zendesk

Campaign Management

Act-On
7.5
Zendesk
Calendaring
Act-On
6.8
Zendesk
Event/webinar marketing
Act-On
8.2
Zendesk

Social Media Marketing

Act-On
6.7
Zendesk
Social sharing and campaigns
Act-On
6.4
Zendesk
Social profile integration
Act-On
6.9
Zendesk

Reporting & Analytics

Act-On
5.2
Zendesk
Dashboards
Act-On
4.6
Zendesk
Standard reports
Act-On
5.6
Zendesk
Custom reports
Act-On
5.5
Zendesk

Platform & Infrastructure

Act-On
6.4
Zendesk
API
Act-On
8.0
Zendesk
Role-based workflow & approvals
Act-On
6.4
Zendesk
Customizability
Act-On
5.0
Zendesk
Integration with Salesforce.com
Act-On
8.0
Zendesk
Integration with Microsoft Dynamics CRM
Act-On
4.1
Zendesk
Integration with SugarCRM
Act-On
7.1
Zendesk

Incident and problem management

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

Self Help Community

Act-On
Zendesk
8.0
External knowledge base
Act-On
Zendesk
8.2
Internal knowledge base
Act-On
Zendesk
7.9

Multi-Channel Help

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

Pros

  • Lead nurturing
  • Marketing list segmentation
  • Providing an insight into user behaviour, allowing for a more granular analysis of your current prospects
Andrew Smith profile photo
  • Zendesk provides the ultimate platform for providing your users with the channels they need to contact you for any reason - support, feature requests, product questions, and more. With Facebook and Twitter integration, email and web based implementations, and now even mobile capabilities, our users can contact us from anywhere.
Chase Sheaffer profile photo

Cons

  • A more coherent interface.
  • Data studio needs to be a bit more mature.
  • A more contact oriented, less list oriented approach could be useful.
Diogo Cabral profile photo
  • If I had one complaint about Zendesk, it would be the setup process. Technically, setting up your support portal is easy. Business process wise, there are a lot of questions and for new users who may not have done support in the past find this process to be rather intense.
Chase Sheaffer profile photo

Likelihood to Renew

Act-On8.9
Based on 112 answers
Act-On Software is becoming an extension of our business!
Jim Lovelady profile photo
Zendesk10.0
Based on 37 answers
I am setup and successful with Zendesk. I have zero inclination to leave
Chase Sheaffer profile photo

Usability

Act-On7.2
Based on 31 answers
This has been my experience since Day 1
Jim Lovelady profile photo
Zendesk9.0
Based on 13 answers
This is a great ticket system and provides an easy way to track communication while solving issues. The contacts section needs more to be a full fledge CRM but for support this is a great system. The autoresponder options are very beneficial and can be customized from sending detailed information or simple we have your request responses
Kris Lambert profile photo

Reliability and Availability

Act-On9.1
Based on 14 answers
This product has never been down when I needed it
Ian Nate profile photo
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

Act-On8.2
Based on 13 answers
Act-On just keeps improving.
Angie J Anderson profile photo
Zendesk8.0
Based on 10 answers
Zendesk will work as fast as your internet will let it. Simple as that.
Colby Wood profile photo

Support

Act-On8.8
Based on 38 answers
They are always very responsive and willing to help in a timely manner. THey want to make sure we fully understand how to proceed going forward and resolve our issue.
Maggie Kenney profile photo
Zendesk10.0
Based on 17 answers
I had a developer get on the phone with me, and help me with MY CODE that i was working on to help my company improve our work flow with Zendesk
Colby Wood profile photo

In-Person Training

Act-On8.7
Based on 4 answers
My Account Manager has led me through countless amounts of training on the product as a whole and through some of my integrations.
Vinny Poliseno profile photo
Zendesk10.0
Based on 1 answer
No answer on this topic is available.

Online Training

Act-On9.3
Based on 16 answers
Act-On had a lot of resources, and their staff was great at answering any questions I had to make sure we got started on the right foot. Looking back, I would have preferred some additional training sessions since we didn't have any previous experience with Marketing Automation and best practices.
Carrie Scheetz profile photo
Zendesk7.9
Based on 9 answers
They were knowledgable and thorough!
Jonathan Hatch profile photo

Implementation

Act-On8.6
Based on 22 answers
Go Slow - Test - Test - TEST
Angie J Anderson profile photo
Zendesk9.0
Based on 17 answers
It is simple, and can be used right out of the box as-is.
Colby Wood profile photo

Alternatives Considered

We primarily looked at Pardot and Eloqua. Eloqua was out of our budget range. At the time Pardot and Salesforce weren't merged yet, and had they been, it might have changed our mind. However, I have to say the price point and the really easy integration into Salesforce makes is a very fair comparison. After we had our demo session with our sales person, we really liked what we saw and did a little bit more analysis and made the decision to go with Act-On a couple of weeks later
Audrey Dalton profile photo
In my own personal business, I have used Zoho Desk over Zendesk since it is a part of their Zoho One suite of products and it has a tight integration with their CRM. But for larger businesses that can throw some support towards the integrations and want an industry-leading solution Zendesk is definitely something to look at. But Zoho Desk is definitely a contender that small to medium business should consider.
Daniel Coburn profile photo

Return on Investment

  • Able to easily create emails for marketing with great designs and responsive design.
  • Lead scoring gives us a better picture of who are best leads are.
  • Able to easily create landing pages for our website in just minutes, instead of hours and hours manipulating HTML and CSS.
Elizabeth Lepisto profile photo
  • Allowed to create a service group from "scratch" and put more organization around supporting our customers
Daniel Coburn profile photo

Pricing Details

Act-On

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Act-On Editions & Modules
Act-On
Edition
Professional
$9001
Enterprise
$2,0002
1. per month (starts at 2,500 active contacts)
2. per month ( starts at 2,500 active contacts)
Additional Pricing Details
The Professional package starts at 2,500 active contacts, 3 marketing users, 50 sales users and 30,000 API calls per day. The Enterprise package starts at 2,500 active contacts, 6 marketing users, 100 sales users and 30,000 API calls per day. Annual contract required.

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