What users are saying about

Zendesk

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Top Rated
423 Ratings
15 Ratings
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Score 8.8 out of 101

Zendesk

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Top Rated
423 Ratings
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Score 8.3 out of 101

Add comparison

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

We wanted a product that would be user friendly for all our department staff (help desk support, trainers and programmers)
Lanetta Ashley profile photo

Zendesk

In summary, Zendesk is a great platform. Support is a major part of my daily life. It is my goal to provide our users with a great product, and a great product is more than just the software on your phone. It's the team and the support that stands behind it. It is vital to my day to day operations to provide top notch support and interaction with my customers and after using so many other support platforms in the past and I feel confident in my choice of Zendesk.
Chase Sheaffer profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Zendesk
8.3
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Zendesk
8.8
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Zendesk
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Zendesk
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Zendesk
7.9
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
Zendesk
Expert directory
Agiloft Flexible Service Desk Suite
Zendesk
7.5
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Zendesk
7.6
Ticket creation and submission
Agiloft Flexible Service Desk Suite
Zendesk
9.2
Ticket response
Agiloft Flexible Service Desk Suite
Zendesk
9.0

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Zendesk
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
Zendesk
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Zendesk

Change management

Agiloft Flexible Service Desk Suite
9.8
Zendesk
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Zendesk
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Zendesk

Self Help Community

Agiloft Flexible Service Desk Suite
Zendesk
8.1
External knowledge base
Agiloft Flexible Service Desk Suite
Zendesk
8.2
Internal knowledge base
Agiloft Flexible Service Desk Suite
Zendesk
7.9

Multi-Channel Help

Agiloft Flexible Service Desk Suite
Zendesk
8.2
Customer portal
Agiloft Flexible Service Desk Suite
Zendesk
8.4
IVR
Agiloft Flexible Service Desk Suite
Zendesk
7.6
Social integration
Agiloft Flexible Service Desk Suite
Zendesk
7.8
Email support
Agiloft Flexible Service Desk Suite
Zendesk
8.9
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
Zendesk
8.3

Pros

  • Personalize for "US"
  • Very Easy to Use
Lanetta Ashley profile photo
  • Ticketing works great
  • Following chat and email
  • Few glitches in the system and great customer service when and if there is a problem.
Kenyata Garner profile photo

Cons

  • Feasible Training Opportunitied
Lanetta Ashley profile photo
  • Adding admins to the software can be a bit of a hassle when bringing someone else on or taking someone off, I would prefer an easier way.
  • The help center can be designed a little better. Especially with the chat indicator.
Kenyata Garner profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We're comfortable and happy with our purchase of Agiloft. Our end users have been happy with the tool, and appreciate the time savings and efficiency it has gave them. Agiloft also appears to actually care about you being a customer, which makes a difference to me.
Michael Canino profile photo
Zendesk10.0
Based on 37 answers
We have a system that works, and works well. Zendesk keeps coming out with new innovative ways to reach out to customers, and to improve the system itself through add ons, apps, etc. Not only is it good for the company, and customer service... it's also fun
Shane Swor profile photo

Usability

Agiloft Flexible Service Desk Suite7.3
Based on 2 answers
For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.
Elizabeth Lepisto profile photo
Zendesk9.0
Based on 13 answers
Super easy to use.
Eric Johnson profile photo

Reliability and Availability

Agiloft Flexible Service Desk Suite8.6
Based on 2 answers
No answer on this topic is available.
Zendesk8.6
Based on 13 answers
I've never had it go down on me.
Eric Johnson profile photo

Performance

No score
No answers yet
No answers on this topic
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

Agiloft Flexible Service Desk Suite9.1
Based on 2 answers
We get excellent expert support whenever we need it, which is rarely because usually we can easily figure out what to do without needing help.
Max Henrion profile photo
Zendesk10.0
Based on 17 answers
The tools at your disposal with this system are limited to how much you set limits yourself. It ties to every social media platform, your website, provides live chat, video capture, knowledge base to allow customers to help themselves before/while contacting you. As far as customer service, it's fast, and allows you to provide quality customer service
Shane Swor profile photo

Online Training

No score
No answers yet
No answers on this topic
Zendesk7.9
Based on 9 answers
They were knowledgable and thorough!
Jonathan Hatch profile photo

Implementation

No score
No answers yet
No answers on this topic
Zendesk9.0
Based on 17 answers
Zendesk will do a ton of things, but you have to ask "what problem am I actually trying to solve", when looking at all the features
Adam McCurdy profile photo

Alternatives Considered

N/A - Agiloft was already chosen as the tool we were going to use (by an employee that has now left the company) before I was given the assignment of working on this
Elizabeth Lepisto profile photo
Zendesk is a good software. It's not perfect but it can be just what a company needs contingent on how they use it and take advantage of what it has to offer. As with anything, the tools are there, it's up to the company to capitalize on its resources to make a better customer experience.
Kenyata Garner profile photo

Return on Investment

  • Increased efficiency on certain processes. Our time sheets were done previously in excel spreadsheets, which HR had to constantly remind everyone to do because they hated it. We created a tool for logging time sheets which is much easier and faster to do, and now employees don't dread it (as much). We also use print templates to automatically create documents to send to our clients, which previously had to be created manually. It also allows for information to be viewed at anytime, instead of waiting for someone to close a document first.
  • Linking together of information, and having one place for everything. Previously, we never had one place to store information and records. We had one place for this information, another for that information, and sometimes information went to one place and sometimes in some other place. We also used different tools for different things. Emails for this, our wiki for that, an excel spreadsheet for this other thing. Agiloft has allowed us to have one place where employees will go to do everything from requesting vacation days to doing tasks related to our product, to recognizing another employee's accomplishments.
  • Decreased efficiency on certain processes. However, there is a silver lining to this. These processes were previously as simple as you can get - logging information into a text file, which is then added to by other employees. There were no controls, no major checks, and things could easily be missed. Agiloft's system allows us to do things so that everything stands out and is seen, checked, and recorded in a much better way. The trade off for less efficiency is tough, but it will be worth it in the long run as we are more effective and accurate.
Elizabeth Lepisto profile photo
  • Zendesk is the central place for us to have all of our support data - it's one source of truth.
  • Anyone can step right in and use it- no training necessary.
Jesse Brightman profile photo

Screenshots

Zendesk

Pricing Details

Agiloft Flexible Service Desk Suite

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details

Zendesk

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details