What users are saying about

AnswerDash

5 Ratings

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Top Rated
414 Ratings

AnswerDash

5 Ratings
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Score 7.3 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
414 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

AnswerDash

It is very useful if a customer isn't quite sure what they want, and prefer not to speak to a member of our sales team directly. It is less useful for our experienced knowledgeable customers.
Brooke Schell profile photo

Zendesk

From the small to large business, there is very little I have found that is not possible with Zendesk. If there are tools you need to integrate with, they have it and what they might not (which is rare) you can build it either right inside of the Zendesk platform or use the API to extend it into every corner of the business. The biggest part of integrating a support tool is making sure that it does the basics very well and allows you to expand into where you are going. From supporting one single use case to multiple business segments and keeping it all tied together so integration to other platforms that are in use is all there. I also like the fact they have a nice low end package that allows for ticket sharing which can be a great way to get your partners to have an option to share tickets with them when you have shared customers.
Lou Gallo profile photo

Feature Rating Comparison

Incident and problem management

AnswerDash
Zendesk
8.2
Organize and prioritize service tickets
AnswerDash
Zendesk
8.9
Expert directory
AnswerDash
Zendesk
7.3
Subscription-based notifications
AnswerDash
Zendesk
7.5
ITSM collaboration and documentation
AnswerDash
Zendesk
7.3
Ticket creation and submission
AnswerDash
Zendesk
9.3
Ticket response
AnswerDash
Zendesk
9.1

Self Help Community

AnswerDash
Zendesk
8.0
External knowledge base
AnswerDash
Zendesk
8.2
Internal knowledge base
AnswerDash
Zendesk
7.9

Multi-Channel Help

AnswerDash
Zendesk
8.1
Customer portal
AnswerDash
Zendesk
8.2
IVR
AnswerDash
Zendesk
7.5
Social integration
AnswerDash
Zendesk
7.7
Email support
AnswerDash
Zendesk
9.0
Help Desk CRM integration
AnswerDash
Zendesk
8.3

Pros

  • Importing our existing frequently asked questions and question and answer pages to the AnswerDash platform is absolutely effortless.
  • The feature within AnswerDash 2 intuitively learns and forecast questions for each individual customer is remarkably accurate.
  • Our customer experience satisfaction is at an all-time high and is contributing to an increase in sales.
Brooke Schell 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

  • The price is on the high end. We use a good part of our web growth budget on just AnswerDash.
  • I really have no other complaints. Although expensive, it's worth every penny.
  • We have had 0% negative feedback from our customers regarding AnswerDash.
Brooke Schell profile photo
  • Having a customer friendly app, currently, only agents can use the app
  • More levels of admin access can be quite restraining
  • CMS could be easier to use
  • When updates are made some cause issues with macros that are set up to respond to tickets
Debbie Marshall profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
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

No score
No answers yet
No answers on this topic
Zendesk9.0
Based on 13 answers
This product can be taught to, used by, and retained by anyone. I have taught this product to some very computer illiterate people and they not only got it, but retained it.
Colby Wood profile photo

Reliability and Availability

No score
No answers yet
No answers on this topic
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
On occasion it can be a little sluggish because it is cloud based, other than that it loads quickly.
Eric Johnson profile photo

Support

No score
No answers yet
No answers on this topic
Zendesk10.0
Based on 17 answers
The response speed from their support team could be quicker.
Eric Johnson profile photo

Online Training

No score
No answers yet
No answers on this topic
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

No score
No answers yet
No answers on this topic
Zendesk9.0
Based on 17 answers
There is not a lot of implementation, it's all setup and you just start using it. We did do some email to ticket setup and that worked really well. The only thing that didn't work for us was the Salesforce integration, maybe your mileage will vary.
Rob Sherman profile photo

Alternatives Considered

AnswerDash is the first of its kind that we as a company have had the pleasure of implementing.
Brooke Schell profile photo
Zendesk is a world recognised tool, that ITIL recommend. Easy to use format, great search tools to cross reference issues that are logged. Personalisation allows you to brand your customer facing site.
Debbie Marshall profile photo

Return on Investment

  • It has freed up a great amount of time for our sales team.
  • The sales team is able to focus on acquiring new clientele resulting in greater sales numbers company-wide.
  • The sales team can also make a greater number of repeat up-sells and add-on sales when the customers don't feel like they are being taken advantage of.
Brooke Schell profile photo
  • Transparency via reporting has led to the promotion and removal of helpful and lacking agents, respectively.
  • Customer's satisfaction reviews on solved tickets provided insight on best business practices.
  • Custom ticket filtering rules help alleviate time spent on tickets that can be auto-solved before reaching a live agent.
Ellis Smith profile photo

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