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Zendesk

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Top Rated
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Score 8.3 out of 101

Likelihood to Recommend

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No answers on this topic

Zendesk

Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
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Feature Rating Comparison

Incident and problem management

AnswerDash
Zendesk
8.6
Organize and prioritize service tickets
AnswerDash
Zendesk
8.9
Expert directory
AnswerDash
Zendesk
7.9
Subscription-based notifications
AnswerDash
Zendesk
8.2
ITSM collaboration and documentation
AnswerDash
Zendesk
8.1
Ticket creation and submission
AnswerDash
Zendesk
9.3
Ticket response
AnswerDash
Zendesk
9.1

Self Help Community

AnswerDash
Zendesk
8.3
External knowledge base
AnswerDash
Zendesk
8.4
Internal knowledge base
AnswerDash
Zendesk
8.2

Multi-Channel Help

AnswerDash
Zendesk
8.5
Customer portal
AnswerDash
Zendesk
8.6
IVR
AnswerDash
Zendesk
8.2
Social integration
AnswerDash
Zendesk
8.1
Email support
AnswerDash
Zendesk
9.0
Help Desk CRM integration
AnswerDash
Zendesk
8.6

Pros

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No answers on this topic

Zendesk

  • Integration is amazing due to the number of partner add ins they offer with pre-built integrations to common tools like, JIRA, Slack, Salesforce, Hubspot, ChurnZero.
  • Extensibility into so many other areas of our business. Allowing us to build targets to accept triggered responses in a number of data formats from custom recipes allows us to make Zendesk update and notify other systems on demand in realtime avoiding costly polling automation scripts.
  • API and App frameworks are also very well implemented and provide a framework to build custom applications to call our Zendesk account to perform automation and updates as well as build specific tools right inside the product while our agents are working. This can be very helpful since they have a marketplace that allows many other services to also integrate here.
Lou Gallo profile photo

Cons

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Zendesk

  • They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
  • We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.
Lou Gallo profile photo

Likelihood to Renew

AnswerDash

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 10.0
Based on 37 answers
There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
Lou Gallo profile photo

Usability

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No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.5
Based on 14 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

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No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.6
Based on 13 answers
We had no delay in implementing the product once our account was setup.
Jonathan Hatch profile photo

Performance

AnswerDash

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.0
Based on 10 answers
Zendesk will work as fast as your internet will let it. Simple as that.
Colby Wood profile photo

Support

AnswerDash

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 9.1
Based on 18 answers
I have contacted Zenesk a couple times for support - one to report a bug (that has since been resolved) and one to ask questions about some support process best practices. Great and thorough responses every time.
Chase Sheaffer profile photo

Online Training

AnswerDash

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 7.9
Based on 9 answers
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.
Chase Sheaffer profile photo

Implementation

AnswerDash

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 9.0
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

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No answers on this topic

Zendesk

At Onshape we have used this from the start but personally I have used a number of tools that were much more a part of the CRM packages like Sage and Zoho CRM and both are lacking in the API, User interface customization and tools that you can integrate. Other systems like Desk and even JIRA Service Desk are more focused on ticketing but the power of integrations with partner applications and services are simply unmatched. If your company has many other systems, some of which may or may not be on the list of integrations, the best part is the API is there as a powerful way to build your systems to talk.
Lou Gallo profile photo

Return on Investment

AnswerDash

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Zendesk

  • Greater transparency has made me more efficient as others can jump in and help when maybe it was best for them to help rather than I [was] in the first place.
  • Users feel better supported. They're happier and in my opinion they are easier to work with.
  • At any given time we all feel less stressed because we have a clear picture of where we're at. It makes planning for infrastructure changes and support much more focused because we can refer to relevant data based on real world usage.
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Pricing Details

AnswerDash

General

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

Zendesk

General

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

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