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343 Ratings

Zendesk

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Top Rated
436 Ratings
343 Ratings
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Score 7 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

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Likelihood to Recommend

Act-On

If you have an existing CRM system, like Microsoft 365, you can integrate campaign automation with Act-On, and then it is worth most of the time it takes to get less-experienced employees on-boarded. In other cases that require more minimal use, the on-boarding may be too lengthy. In that case, it may be better-suited to choose a different SaaS that tracks campaign, ROI, lead scoring, etc.
Fedor Paretsky 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

Email & Online Marketing

Act-On
7.3
Zendesk
WYSIWYG email editor
Act-On
7.9
Zendesk
Dynamic content
Act-On
7.1
Zendesk
Ability to test dynamic content
Act-On
6.7
Zendesk
Landing pages
Act-On
7.0
Zendesk
A/B testing
Act-On
6.8
Zendesk
Mobile optimization
Act-On
6.7
Zendesk
Email deliverability
Act-On
7.8
Zendesk
List management
Act-On
6.4
Zendesk
Triggered drip sequences
Act-On
9.2
Zendesk

Lead Management

Act-On
7.2
Zendesk
Lead nurturing
Act-On
7.0
Zendesk
Lead scoring and grading
Act-On
7.4
Zendesk
Data quality management
Act-On
7.9
Zendesk
Automated sales alerts and tasks
Act-On
6.6
Zendesk

Campaign Management

Act-On
7.6
Zendesk
Calendaring
Act-On
6.8
Zendesk
Event/webinar marketing
Act-On
8.4
Zendesk

Social Media Marketing

Act-On
7.9
Zendesk
Social sharing and campaigns
Act-On
7.9
Zendesk
Social profile integration
Act-On
7.9
Zendesk

Reporting & Analytics

Act-On
5.7
Zendesk
Dashboards
Act-On
5.5
Zendesk
Standard reports
Act-On
5.9
Zendesk
Custom reports
Act-On
5.6
Zendesk

Platform & Infrastructure

Act-On
7.3
Zendesk
API
Act-On
9.3
Zendesk
Role-based workflow & approvals
Act-On
6.8
Zendesk
Customizability
Act-On
6.7
Zendesk
Integration with Salesforce.com
Act-On
8.0
Zendesk
Integration with Microsoft Dynamics CRM
Act-On
6.1
Zendesk
Integration with SugarCRM
Act-On
7.0
Zendesk

Incident and problem management

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

Self Help Community

Act-On
Zendesk
8.1
External knowledge base
Act-On
Zendesk
8.2
Internal knowledge base
Act-On
Zendesk
7.9

Multi-Channel Help

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

Pros

  • Delivers all (most important) features a marketeer needs
  • Intuitive
  • Great support
  • Friendly pricing
  • Fast paced feature development
Harold Klaassen profile photo
  • Integration is amazing due to the number of partner add ins they offer with pre-built integrations to common tools like, JIRA, Slack, Salesforce, Hubspot, ChurnZero.
  • Extensibility into so many other areas of our business. Allowing us to build targets to accept triggered responses in a number of data formats from custom recipes allows us to make Zendesk update and notify other systems on demand in realtime avoiding costly polling automation scripts.
  • API and App frameworks are also very well implemented and provide a framework to build custom applications to call our Zendesk account to perform automation and updates as well as build specific tools right inside the product while our agents are working. This can be very helpful since they have a marketplace that allows many other services to also integrate here.
Lou Gallo profile photo

Cons

  • As with all new entrants into the market, there are features to make it better...however there is a product request hub which is regularly monitored, for me its acceleration of these ideas into the platform.
  • Deeper integration with Google Analytics to understand traffic coming onto the site, from what channel/source and attributing this to the contact/lead and funnel reports.
  • Out-of-box data out integrations with BI solutions such Tableau and MS Power BI.
  • A full marketplace of vendors who can connect with Act-On e.g. SMMS, IP Tracking, Call Tracking.
Mark Terry profile photo
  • Social media functionality is limited for example with Facebook, you cannot upload images (whether this a Facebook API limitation or Zendesk it leaves much to be desired. Also syncing between social media messages and Zendesk takes a bit of time.
  • Duplicate messages are frustrating when the ticket system is open and not assigned. While Zendesk does show all messages in an inbox, you have to constantly refresh the inbox to get the most up to date inbox messages. If there was a way to show when someone is selecting a message (in an open ticket setup), it would make Zendesk 10x better.
Nathan Sichilongo profile photo

Likelihood to Renew

Act-On8.9
Based on 112 answers
It's my single biggest asset in my current role. With limited resources, its enabled Anachron to punch well above our weight marketing wise and although we're still at the beginning of our journey I know the system can scale with us
Damian Leslie profile photo
Zendesk10.0
Based on 37 answers
They handle the maintenance and it is not worth moving.
Jonathan Justin Lewis profile photo

Usability

Act-On7.2
Based on 31 answers
Everything is set up to be used very easily and and it is very intuitive. The menus are set up well and it's easy to find the areas that I need. Emails and landing pages are very easy to create, and they can be created quickly to help save time on campaigns and projects.
Elizabeth Lepisto profile photo
Zendesk9.0
Based on 13 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

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
I've never had it go down on me.
Eric Johnson profile photo

Performance

Act-On8.2
Based on 13 answers
Occasionally, email test messages can be slow - but still within 5 minutes
Ian Nate profile photo
Zendesk8.0
Based on 10 answers
On occasion it can be a little sluggish because it is cloud based, other than that it loads quickly.
Eric Johnson profile photo

Support

Act-On8.8
Based on 38 answers
They are great, and have helped us succeed every single time. It's that simple.
Diogo Cabral profile photo
Zendesk10.0
Based on 17 answers
The response speed from their support team could be quicker.
Eric Johnson 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
I had a dedicated integration/setup person who was excellent. And they brought on specialized people as needed to help with certain things (DKIM setup, lead scoring setup, etc).
David Wank, DMD profile photo
Zendesk9.0
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

I'm sure our team went through the whole vetting process. I was not involved in that part so I am unable to really say how Act-On compares to other solutions in the market. I can say that my experience has been nothing less than excellent and that I think my team made the right decision
Melodie Pierson profile photo
Zendesk is much cleaner, simpler, and the support staff is faster to respond with actual solutions than the larger solutions. It is also a lot cheaper, both in license cost and in cost to implement. There are also a number of additional support channels (which I am not personally using) which give us a number of options around supporting customers, again very simply and inexpensively.When I have large scale, complex reporting, integration, or reporting needs, Zendesk will probably come up short compared to the other larger players.
Kevin Pearce profile photo

Return on Investment

  • As stated in a previous section, one positive impact we have seen so far is the fact that we are more productive and efficient. We are no longer chasing after prospects that are not really interested in purchasing our product.
  • Our marketing team is able to produce nice reports to present at our team meetings every week.
  • The customer support has been so amazing. I needed help with something and had my answer within an hour! I was very impressed by the level of service Act-On provides to their customers.
Melodie Pierson profile photo
  • Allows my team to handle support tickets simply without getting in the way. Often large scale, highly customized ticket tracking systems end up making support reps spend more time using the tool than helping customers.
  • Quick integration to Jira makes it easy for me to track and report on issues passed to dev.
Kevin Pearce 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