Airtable vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Airtable
Score 8.5 out of 10
N/A
Airtable is a project management and collaboration platform designed to enable content pipelines, product management, events planning, user research, and more. It combines spreadsheet,database, calendar, and kanban functionality within one platform.
$10
per month
Zendesk Suite
Score 8.2 out of 10
N/A
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer…
$55
per month agent
Pricing
AirtableZendesk Suite
Editions & Modules
Plus
$10.00
per month (billed annually)
Pro
$20.00
per month (billed annually)
Enterprise
Contact Sales
Support Team (Foundational Support Only)
$19
per month agent
Suite Team
$55
per month agent
Support Professional
$55
per month agent
Suite Growth
$89
per month agent
Suite Professional
$115
per month agent
Support Enterprise
$115
per month agent
Suite Enterprise
$169
per month agent
Offerings
Pricing Offerings
AirtableZendesk Suite
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
AirtableZendesk Suite
Considered Both Products
Airtable
Chose Airtable
We didn't evaluate anything against Airtable for our use case - we knew that it was the exact fit for what we had to to get done, and we had to move fast. It replaced a stack of zaps and Google Sheets.
Zendesk Suite

No answer on this topic

Top Pros
Top Cons
Features
AirtableZendesk Suite
Project Management
Comparison of Project Management features of Product A and Product B
Airtable
8.0
221 Ratings
6% above category average
Zendesk Suite
-
Ratings
Task Management8.3185 Ratings00 Ratings
Resource Management9.0181 Ratings00 Ratings
Gantt Charts7.881 Ratings00 Ratings
Scheduling9.2154 Ratings00 Ratings
Workflow Automation8.4131 Ratings00 Ratings
Team Collaboration9.3204 Ratings00 Ratings
Support for Agile Methodology8.6100 Ratings00 Ratings
Support for Waterfall Methodology8.174 Ratings00 Ratings
Document Management8.9158 Ratings00 Ratings
Email integration6.8106 Ratings00 Ratings
Mobile Access3.6180 Ratings00 Ratings
Timesheet Tracking8.188 Ratings00 Ratings
Change request and Case Management8.196 Ratings00 Ratings
Budget and Expense Management8.3117 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Airtable
-
Ratings
Zendesk Suite
8.1
109 Ratings
3% above category average
Organize and prioritize service tickets00 Ratings8.4108 Ratings
Expert directory00 Ratings7.268 Ratings
Subscription-based notifications00 Ratings7.374 Ratings
ITSM collaboration and documentation00 Ratings7.970 Ratings
Ticket creation and submission00 Ratings9.1109 Ratings
Ticket response00 Ratings8.8108 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Airtable
-
Ratings
Zendesk Suite
7.9
97 Ratings
2% above category average
External knowledge base00 Ratings7.893 Ratings
Internal knowledge base00 Ratings8.088 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Airtable
-
Ratings
Zendesk Suite
7.9
107 Ratings
3% above category average
Customer portal00 Ratings7.484 Ratings
IVR00 Ratings7.835 Ratings
Social integration00 Ratings7.366 Ratings
Email support00 Ratings8.5105 Ratings
Help Desk CRM integration00 Ratings8.579 Ratings
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AirtableZendesk Suite
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User Ratings
AirtableZendesk Suite
Likelihood to Recommend
9.0
(225 ratings)
8.3
(147 ratings)
Likelihood to Renew
8.0
(3 ratings)
10.0
(40 ratings)
Usability
9.0
(22 ratings)
6.9
(20 ratings)
Availability
9.0
(1 ratings)
8.6
(13 ratings)
Performance
9.0
(1 ratings)
8.0
(10 ratings)
Support Rating
8.2
(29 ratings)
9.0
(29 ratings)
In-Person Training
8.0
(1 ratings)
10.0
(1 ratings)
Online Training
9.0
(1 ratings)
7.9
(9 ratings)
Implementation Rating
9.0
(2 ratings)
9.0
(18 ratings)
Configurability
9.0
(1 ratings)
9.3
(3 ratings)
Ease of integration
9.0
(1 ratings)
-
(0 ratings)
Product Scalability
8.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
8.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
AirtableZendesk Suite
Likelihood to Recommend
Airtable
Airtable is very well suited for a niche environment that finds other project tracking or collaborative tools to be limiting. The ability to build out a single pool of information to best suit each team member's visual or functional needs is amazing. While the setup time can be lengthy, depending on your particular needs, it is really worth it when it's finally ready.
Read full review
Zendesk
The ability to Merge tickets is a good to have feature. Navigation is easy from one ticket to another ticket without having to go back to the list. Admin options should be more clear, internal menu navigation is complex and creates more confusion while arranging the sections and articles. Channel Management is good but Forum management can be brought in with more flexibility. More Apps integration or flexibility in APIs so that a newbie can also integrate the application into the software. A redundant software that brings in 360-degree communication of support/service concepts into practicality however if the option to compile texting with platforms like ringcentral, Twilio or Dialpad will be an awesome thing to share ticket updates with custom templates.
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Pros
Airtable
  • I can create tables, create and customize fields
  • Airtable has capabilities commonly found in spreadsheet applications, but also has some of the features found in databases.
  • The ability to filter fields. I set up a filter on the status field, so when a project is marked, complete, on hold, or canceled, that record is hidden from my current projects table view. If it is marked complete, the record is moved to the completed projects table view. In this way I can easily access a record of past projects
  • Being able to duplicate tables and create alternate views
  • Collapse and expand records. When I collapse the rows, I can easily scan current projects, next steps, project status, and due dates. When I expand the row, or field, I can see more detailed information about that field or record very easily. I can also expand or open the entire record. This is is helpful, when I am entering a lot of information to multiple fields in that record.
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Zendesk
  • Reporting and Analytics
  • Ease of Agent Training and Use
  • Able to add multiple brands with related custom reports and dashboards
  • Adding a new brand and basic help center is easy to do without the need of an expert or web team
  • Ability of agents and supervisors to see customer history across multiple channels
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Cons
Airtable
  • While working on the Airtable I have noticed that it is not open to uploading of the files for large sizes, most of the time files are not uploaded or links may get broken.
  • In addition, they do not talk much about the time tracking tool and how we can calculate our hours, I still do it with just estimation and by the calendar.
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Zendesk
  • I think the Graphical User Interface could use a facelift. It not the most aesthetically pleasing platform in my experience.
  • Particular things like where the default is when you click on each and every dropdown menu.
  • The macro integration could be a little more simplified.
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Likelihood to Renew
Airtable
We will 10/10 renew the use of Airtable because it has brought great value to our team. Not only is Airtable affordable, but it's also user-friendly and helps our team be efficient. We no longer need to rely on Excel spreadsheets being passed from person to person via email. Furthermore, we aren't dealing with corrupt Excel spreadsheets and the need to salvage data when a file is accidentally altered.
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Zendesk
Zendesk is super easy to use and navigate. I really enjoy the sleek layout, the ability to tailor tickets, the macro option, and the quick key guide they have to make your use of time even more effective. My whole team loves working with Zendesk and rarely ever has problems.
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Usability
Airtable
Airtable has fantastic usability. I personally am fair when it comes to most technologies off the bat. I can understand a lot after being taught but most take me a little when I am teaching myself. Airtable was EXTREMELY easy to use off the bat. It was easy to understand or quickly figure out answers to my questions if i ever felt confused. Someone who has little technological experience could figure out Airtable quite easily.
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Zendesk
As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
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Reliability and Availability
Airtable
I have rarely experience downtime, compared to other tools, and given how much time we spend on the tool. Even if there were to be, their updates on it are very timely, and our support team are able to provide any questions regarding
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Zendesk
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
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Performance
Airtable
I never had any issues with load time, even with the integrations that we use today (google sheets) However, I'm curious if adding additional layers of integrations would slow down performance. We do carry quite a bit of data in Airtable, but, again, no impact on overall performance
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Zendesk
There has been minor performance degradation on a very few days out of the two years I have been using the product.
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Support Rating
Airtable
I haven't contacted customer support yet, so I wouldn't be able to give a fair response. We also use the free version of the app. They do have document files, which we have looked at to answer key questions. Because it looks like there are a lot of people that use airtable, we've been able to find a lot of resources online.
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Zendesk
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
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In-Person Training
Airtable
This training was done in-house, but the Airtable team provided resources and how to guides to ensure that we covered all components of the system
Read full review
Zendesk
No answers on this topic
Online Training
Airtable
Recorded trainings were provided by the Airtable team. Great as an evergreen resources to new team members and for anyone that wants to refresh their Airtable knowledge
Read full review
Zendesk
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
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Implementation Rating
Airtable
Training all users was an important part of the implementation, which did take considerable time and effort. At first glance without training, the content calendar can be overwhelming because of the amount of data. The features within Airtable seem to be endless but our team was able to identify the most important to be successful.
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Zendesk
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
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Alternatives Considered
Airtable
Airtable exceeds all competitors I’ve seen. The feature set is full and only growing. The UI is intuitive for non-tech employees. Any competitors that match Airtable are really operating in a different space. Airtable is the industry leader in this category. Period.
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Zendesk
Although a bit pricey, it does the job well. We are happy with the results it provides; our team is also quite satisfied on how easy it is to use, login and start working. Compared to the other two we have tried, Zendesk takes the cake. It makes Customer Management much easier, more efficient, and more effective.
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Scalability
Airtable
There are TONS of opportunity to scale, but I think it's a matter if you have the time and resources to do so because the initial setup can be fairly time consuming and prioritized dedication
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Zendesk
No answers on this topic
Return on Investment
Airtable
  • The performance of the platform has been key to generate revenue and compensate for the investment we made at the beginning.
  • Since the results were good, we proceeded to continue using the software, and in this way we obtained a large amount of profits, increasing our ROI to 5.
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Zendesk
  • The positives weigh more than the negatives here, as it gives us a one-stop portal where we can tend to customer needs using one web app
  • It has also helped us identify areas of improvement based on the reporting feature
  • The value it provides outweighs any missing or lacking features that I'm sure will be available in the future
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ScreenShots

Airtable Screenshots

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Zendesk Suite Screenshots

Screenshot of Zendesk Agent WorkspaceScreenshot of Omnichannel MessagingScreenshot of Zendesk TicketingScreenshot of Bots powered by Zendesk AIScreenshot of Tone shift with Zendesk AIScreenshot of Zendesk ticketing side conversations