What users are saying about

AgoraPulse

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
280 Ratings

Zendesk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
423 Ratings

AgoraPulse

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
280 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.5 out of 101

Zendesk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
423 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

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

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

Listening/monitoring

AgoraPulse
8.1
Zendesk
Boolean keyword searches
AgoraPulse
7.8
Zendesk
Filtering out noise/spam
AgoraPulse
7.2
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
7.6
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
6.6
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
9.1
Zendesk
Facebook
AgoraPulse
8.9
Zendesk
Instagram
AgoraPulse
7.8
Zendesk

Reporting/analytics

AgoraPulse
7.3
Zendesk
Campaign success analytics
AgoraPulse
7.7
Zendesk
Real-time tracking
AgoraPulse
7.3
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
8.3
Organize and prioritize service tickets
AgoraPulse
Zendesk
8.8
Expert directory
AgoraPulse
Zendesk
7.5
Subscription-based notifications
AgoraPulse
Zendesk
7.9
ITSM collaboration and documentation
AgoraPulse
Zendesk
7.6
Ticket creation and submission
AgoraPulse
Zendesk
9.2
Ticket response
AgoraPulse
Zendesk
9.0

Self Help Community

AgoraPulse
Zendesk
8.1
External knowledge base
AgoraPulse
Zendesk
8.2
Internal knowledge base
AgoraPulse
Zendesk
7.9

Multi-Channel Help

AgoraPulse
Zendesk
8.2
Customer portal
AgoraPulse
Zendesk
8.4
IVR
AgoraPulse
Zendesk
7.7
Social integration
AgoraPulse
Zendesk
7.8
Email support
AgoraPulse
Zendesk
8.9
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
  • Simple clean interface that is very easy to pick up and learn.
  • Low administrative overhead which can be setup and managed without a lot of time or expense invested
  • Excellent support staff that has been very responsive to questions.
Kevin Pearce profile photo

Cons

  • It would be great to have the opportunity to view feeds. I don't think this is what the developer had in mind when designing the interface. The interface appeals to me--feeds would be a nice option.
  • At first, I was unsure how to review conversations, but it was not a steep learning curve.
  • The demos for some of the platforms I reviewed include support for promotional campaigns. This feature appears to missing from this product.
Richard Burgner profile photo
  • The main functionality of Zendesk that has been apparently lacking to me is when a user creates a new ticket its not clear enough how they can follow along with that ticket specifically. I could see the default automated ticket creation response being focused more on allowing the creator to view that ticket online. A few users will send a new email, thus creating new tickets, before I get a chance to respond to their original ticket.
  • The app feels more limited than the website. I'm not sure that it actually is, but because it seems more focused on viewing than taking action I don't use it as much. I do find that when I want to do something from the app it's usually possible, I just feel that it could be simplified in terms of common actions being forefront. More so than the standard tab bar iOS UX/UI mechanism.
  • I'm not sure how you would implement this, but intercepting other support members chiming in on completed tickets or adding redundant comments.
Trevor Gerzen 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
It's the best day-to-day tool for customer care I have used in 16 years of working in the industry.Healthy happy teams get along well with the tool and I know that if I see it in use and being used well I can work with that team.
Forest Basford profile photo

Usability

AgoraPulse9.0
Based on 8 answers
Simple to use, beautiful design and excellent reporting.
Jackie Eldridge 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

AgoraPulse9.1
Based on 2 answers
No answer on this topic is available.
Zendesk8.6
Based on 13 answers
We had no delay in implementing the product once our account was setup.
Jonathan Hatch profile photo

Performance

AgoraPulse9.1
Based on 1 answer
No answer on this topic is available.
Zendesk8.0
Based on 10 answers
There is always room for improvement, but overall, the product is great.
Jonathan Hatch profile photo

Support

AgoraPulse9.2
Based on 9 answers
Any queries I've had have been answered quickly and in a very friendly manner.
Bronwyn Cook profile photo
Zendesk10.0
Based on 17 answers
Great. I only had to call on them twice and they helped me out very quickly.
Jonathan Hatch profile photo

Online Training

AgoraPulse7.3
Based on 1 answer
No answer on this topic is available.
Zendesk7.9
Based on 9 answers
They were knowledgable and thorough!
Jonathan Hatch 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
After Zendesk imported our tickets from Desk.com and I migrated our knowledgebase articles and similar, we were good to go.
Chase Sheaffer profile photo

Alternatives Considered

Hootsuite was proving too expensive for what it gave us. Compared to AgoraPulse it came with a learning curve which was more than it should have been - AgoraPulse is very quick to get started with. AgoraPulse reporting exceeded that of Hootsuite being both easy to use and follow, and not requiring the ridiculous points.
Mike Gillan 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

  • They've doubled our Facebook likes within a year. We're not sure how to monetize that, but with the reach we're getting, we are certain that our AgoraPulse efforts coupled with all our social media properties is a huge asset in growing our brand.
  • We have a very difficult brand to make sexy or appealing, as we are a B2B wholesaler---nothing sexy about that! On Facebook, through AgoraPulse, we have chosen to build trust with our audience, and not concerned about turning all of our efforts into leads. Non-profits are a huge part of our business and we reach out to them with our monthly contests.
Jackie Eldridge profile photo
  • Response times are better.
  • Campus wide use and ease of use.
Amy Hardeman 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