What users are saying about

AgoraPulse

Top Rated
265 Ratings

Zendesk

Top Rated
404 Ratings

AgoraPulse

Top Rated
265 Ratings
Score 8.5 out of 101

Zendesk

Top Rated
404 Ratings
Score 8.3 out of 101

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Likelihood to Recommend

AgoraPulse

AgoraPulse is well-suited to allowing you to organize and produce many posts between multiple platforms for your social media accounts. It allows for teamwork and simple assignment of projects among team members. It also enables easy collection of data and analytics and presentation of materials for proving ROI and strategizing future campaigns.
Alexandria Schultz profile photo

Zendesk

How are your users most likely to use Zendesk? In my experience the users could use Zendesk entirely through email and be fine. Does your organization rely heavily on email and do you want them to rely heavily on email would be my first question. Having a lot of support staff and little to no management of Zendesk sounds like it would be a nightmare. It should be a tool that has clear use case examples set by the team implementing and communicated clearly to all being supported
Trevor Gerzen profile photo

Feature Rating Comparison

Listening/monitoring

AgoraPulse
8.1
Zendesk
Boolean keyword searches
AgoraPulse
7.8
Zendesk
Filtering out noise/spam
AgoraPulse
7.1
Zendesk
Sentiment analysis
AgoraPulse
9.1
Zendesk
Broad channel coverage
AgoraPulse
8.5
Zendesk

Publishing

AgoraPulse
8.1
Zendesk
Content planning and scheduling
AgoraPulse
8.8
Zendesk
Audience targeting
AgoraPulse
6.7
Zendesk
Content optimization
AgoraPulse
9.1
Zendesk
Workflow management
AgoraPulse
7.9
Zendesk

Engagement

AgoraPulse
7.5
Zendesk
Automated routing and prioritization
AgoraPulse
6.4
Zendesk
Customer interaction histories
AgoraPulse
8.4
Zendesk
Bulk actions
AgoraPulse
7.9
Zendesk

Marketing

AgoraPulse
7.6
Zendesk
Lead generation
AgoraPulse
6.5
Zendesk
Content marketing
AgoraPulse
9.1
Zendesk
Paid media management
AgoraPulse
8.2
Zendesk
Campaigns and promotions
AgoraPulse
6.7
Zendesk

Channel coverage/integration

AgoraPulse
8.6
Zendesk
Twitter
AgoraPulse
9.2
Zendesk
Facebook
AgoraPulse
8.9
Zendesk
Instagram
AgoraPulse
7.8
Zendesk

Reporting/analytics

AgoraPulse
7.3
Zendesk
Campaign success analytics
AgoraPulse
7.6
Zendesk
Real-time tracking
AgoraPulse
7.4
Zendesk
Competitor analysis
AgoraPulse
6.9
Zendesk

Account management

AgoraPulse
7.4
Zendesk
Role-based user permissions & privileges
AgoraPulse
8.3
Zendesk
Mobile access
AgoraPulse
6.6
Zendesk

Incident and problem management

AgoraPulse
Zendesk
8.2
Organize and prioritize service tickets
AgoraPulse
Zendesk
8.8
Expert directory
AgoraPulse
Zendesk
7.3
Subscription-based notifications
AgoraPulse
Zendesk
7.5
ITSM collaboration and documentation
AgoraPulse
Zendesk
7.2
Ticket creation and submission
AgoraPulse
Zendesk
9.2
Ticket response
AgoraPulse
Zendesk
9.1

Self Help Community

AgoraPulse
Zendesk
8.0
External knowledge base
AgoraPulse
Zendesk
8.2
Internal knowledge base
AgoraPulse
Zendesk
7.8

Multi-Channel Help

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

Pros

  • The interface is especially clean and easy to navigate.
  • Notifications are easy to see and find.
  • Scrolling through collected data and interpreting information is simple.
  • Toggling between platforms for similar information is straightforward.
Alexandria Schultz profile photo
  • Zendesk gives everyone involved simple, clear data to track and manage issues or projects. For me the greatest help has been this repository of tasks I can come to everyday without worrying about whether I've forgotten something or not.
  • The basic bits of data have proven very valuable. Leveraging even the most basic data about response times, tickets all related to one specific issue, recurring areas of trouble has been and is continuing to be very encouraging.
  • Being able to give our staff direction on how they can get support helps everyone feel better about how our time is being used. Going from nothing to Zendesk has taken a lot of stress off of my plate, even with the lowest package, Starter.
Trevor Gerzen profile photo

Cons

  • Would be great to include Instagram in automatic scheduling
  • Analytics are not updated live and are slightly delayed
  • Doesn't include Instagram DM in responses
Bianca Bridges profile photo
  • If you want users to interact directly with the Zendesk UI, I think the customization tools for that are somewhat rudimentary. The customized look isn't ugly, but it's not beautiful or a joy to configure, either.
  • The triggers and macros in Zendesk still don't understand the difference between business hours and calendar hours. Their metrics plug-in, GoodData, does differentiate, but I can't make rules that say "do this after 4 business hours have passed", only "do this after 4 hours have passed", so weekend and evening tickets skew the system.
Sean Beckett profile photo

Likelihood to Renew

AgoraPulse8.1
Based on 85 answers
The decision has been made. It's time to get to work--no steps back. I feel confident this product is well suited to help me make progress. I want to get down business and utilize the functionality of this product to meet my marketing goals. I feel very comfortable with the choice I have made.
Richard Burgner profile photo
Zendesk10.0
Based on 37 answers
I am extremely satisfied with this product. I am working on getting it for my newest company. It can help with many issues that they face, especially workflow.
Jonathan Hatch profile photo

Usability

AgoraPulse9.0
Based on 8 answers
Usability is the strongest characteristic of AgoraPulse.
Richard Burgner profile photo
Zendesk9.0
Based on 13 answers
Super easy to use.
Eric Johnson profile photo

Reliability and Availability

AgoraPulse9.1
Based on 1 answer
No answer on this topic is available.
Zendesk8.6
Based on 13 answers
We have not seen any significant down times for Zendesk, out of the term of our relationship only one window of a couple hours has ever been caused by loss of service.(Website being down)
Joe London profile photo

Performance

No score
No answers yet
No answers on this topic
Zendesk8.0
Based on 10 answers
Blazing fast. Thats about it. It's really fast.
Chase Sheaffer profile photo

Support

AgoraPulse9.2
Based on 9 answers
It's just excellent all around. Everyone is friendly and professional. Everyone seems empowered to make decisions and get things done. The communication is great.
Kris White profile photo
Zendesk10.0
Based on 17 answers
Very responsive to open support tickets and issues. Phone support as well.
Larry Deckel profile photo

Online Training

AgoraPulse7.3
Based on 1 answer
No answer on this topic is available.
Zendesk7.9
Based on 9 answers
Training was useful and provided us with the resources needed to take our helpdesk to the next level.
Joe London profile photo

Implementation

AgoraPulse9.1
Based on 4 answers
Be sure of the game play mechanics you need to achieve your objectives, it will help significantly in setting up the game and creating the assets
Marianne Ho profile photo
Zendesk9.0
Based on 17 answers
We did this ourselves and were very happy with what we got. I feel as though we're using the software to the full potential and are not leaving anything on the table.
Douglas Mauro profile photo

Alternatives Considered

I preferred using AgoraPulse to Hootsuite because of the user interface and organization of information. I found it easier to toggle between platforms and find the data I wanted on AgoraPulse. I also found the analytics reports to be easier to scroll through and analyze. Functionality seems to be comparable between them
Alexandria Schultz profile photo
I've checked out Desk.com, but it doesn't fit our pricing model. I think Zendesk is the best solution and provides the most bang for the buck.
Chris Barretto profile photo

Return on Investment

  • We do not miss social interactions, which is a huge positive for our clients.
  • Positive ROI
  • Team management has also been positively effected by our use of AgoraPulse.
Matthew Jackson profile photo
  • Working with Zendesk provides fast responses to clients and request resolution that helps to provide timely service for our clients.
Kris Lambert profile photo

Pricing Details

AgoraPulse

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
AgoraPulse Editions & Modules
AgoraPulse
Edition
Small
$491
Medium
$991
Large
$1991
Enterprise
$2991
1. per installation
Additional Pricing Details
Agorapulse offers an enterprise plan for users with more than 30 Social Media accounts and/or needs for Facebook ads' comments monitoring.

AgoraPulse More Information

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

Zendesk More Information