Aderant Handshake vs. Zoho Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Aderant Handshake
Score 7.0 out of 10
N/A
Legal software specialist Aderant offers Handshake, the company's Sharepoint compatible knowledge management platform specifically for law firms featuring access via intranet and extranet portals and an enterprise search tool for locating documentation and expertise, and general KM analytics.N/A
Zoho Desk
Score 8.1 out of 10
N/A
Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
$0
Pricing
Aderant HandshakeZoho Desk
Editions & Modules
No answers on this topic
Free
$0
Standard
$14
per user
Professional
$23
per user
Enterprise
$40
per user
Offerings
Pricing Offerings
Aderant HandshakeZoho Desk
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeRequired
Additional Details
More Pricing Information
Community Pulse
Aderant HandshakeZoho Desk
Top Pros
Top Cons

No answers on this topic

Features
Aderant HandshakeZoho Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Aderant Handshake
-
Ratings
Zoho Desk
8.4
4 Ratings
7% above category average
Organize and prioritize service tickets00 Ratings8.74 Ratings
Expert directory00 Ratings7.53 Ratings
Subscription-based notifications00 Ratings7.53 Ratings
ITSM collaboration and documentation00 Ratings10.01 Ratings
Ticket creation and submission00 Ratings8.34 Ratings
Ticket response00 Ratings8.34 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Aderant Handshake
-
Ratings
Zoho Desk
8.3
4 Ratings
9% above category average
External knowledge base00 Ratings8.34 Ratings
Internal knowledge base00 Ratings8.34 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Aderant Handshake
-
Ratings
Zoho Desk
7.4
4 Ratings
1% below category average
Customer portal00 Ratings8.04 Ratings
Social integration00 Ratings6.02 Ratings
Email support00 Ratings7.04 Ratings
Help Desk CRM integration00 Ratings8.53 Ratings
Best Alternatives
Aderant HandshakeZoho Desk
Small Businesses
Concrete CMS
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Score 9.2 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Tridion
Tridion
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Tridion
Tridion
Score 9.0 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
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User Ratings
Aderant HandshakeZoho Desk
Likelihood to Recommend
7.0
(1 ratings)
7.8
(23 ratings)
Usability
-
(0 ratings)
9.4
(12 ratings)
Support Rating
-
(0 ratings)
8.7
(12 ratings)
User Testimonials
Aderant HandshakeZoho Desk
Likelihood to Recommend
Aderant
The user of Handshake takes a certain amount of user computer literacy and the user needs to be resourceful. When building our site, I needed to google quite a bit. On the contrary, if budget allows, Handshake developers will do it all for you.
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Zoho
The user friendly android and IOS applications are one of the best features of Zoho Desk although if you are expecting a Desktop application then you will be disappointed and will have to access it from your browser which can be slow sometimes, depending on your internet connection. The work flow of tickets submission either manually through the dashboard or mobile application, and tickets assignment to other agents along with tracking tickets and agents' performance is very easily executed with no issues being faced.
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Pros
Aderant
  • The main reason we got Handshake was to display visual gadgets for our accounting systems. We always provided spreadsheet type reports, but pictures and more engaging. Attorney gets a dashboard in real time of where they stand financially.
  • Additional use as FAQ's in different departments in the firm, that is, accounting, IT, and office services.
  • Knowledgebase - How to's and software.
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Zoho
  • Report features give the all insights of the customer team and customer support which enables us to make changes according to it.
  • The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard.
  • I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module.
  • It is completely a feature rich platform.
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Cons
Aderant
  • Documentation is weak, but hopefully, since Aderant just acquired the company, that will improve
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Zoho
  • When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome.
  • Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :)
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Usability
Aderant
No answers on this topic
Zoho
At times Zoho [Desk] can be a bit glitchy. It does not auto refresh on the ticketing system, and even f it tells you there is a new ticket clicking it does nothing and you need to refresh the page for it to work. We have found at times that is can become unresponsive, although this usually doesn't last for longer than 15-30 mins.
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Support Rating
Aderant
No answers on this topic
Zoho
Zoho Desk has a technical team of professionals, who are well informed, and they know how to share the knowledge with the other players. Besides, they are competent in dealing with all kinds of customers, from divergent locations, and adopt their differences. Lastly, when called upon to solve an issue, they are quickly responsive.
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Alternatives Considered
Aderant
None. Always need about Handshake's interface with Aderant, way before Aderant purchased them. Seemed like a natural fit.
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Zoho
We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to. FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers.
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Return on Investment
Aderant
  • Hard to say, but ultimately putting knowledge in the hands of fee earners immediately it is positive.
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Zoho
  • Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
  • By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
  • All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.
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ScreenShots

Zoho Desk Screenshots

Screenshot of Log and monitor phone conversations, convert them into new tickets, or attach them to existing ones. Convert social media interactions and live chat into tickets at the click of a button.Screenshot of Bring a Help Center directly into a website to strengthen self-service. Chat with Zia, an AI-powered conversation assistant. Customers can chat with Zia right from a mobile app or website. Zia processes their questions and suggests appropriate solutions from the Knowledge Base.Screenshot of With advanced process automation, internal processes can be setup within the help desk, implement them automatically, and make sure that all processes are followed precisely.Screenshot of Instant responses for instant happiness. Respond to customers the minute they reach out with Zoho Desk's embeddable chat widget. Customers can get in touch with agents instantly, right from the Help Center, so agents can respond and help them find answers faster.Screenshot of Monitor a team's performance, customize and schedule reports. Custom dashboards can be created.Screenshot of Zia brings together predictions across anomalies, sentiment, trending ticket tags, and more into a common dashboard for decision-makers to consume. They can drill down further into the details from the same dashboard to investigate further.