What users are saying about
5 Ratings

Zendesk

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Top Rated
436 Ratings
5 Ratings
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Score 7.4 out of 101

Zendesk

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Top Rated
436 Ratings
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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

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.
Carmen Johnson profile photo

Feature Rating Comparison

Incident and problem management

AnswerDash
Zendesk
8.3
Organize and prioritize service tickets
AnswerDash
Zendesk
8.8
Expert directory
AnswerDash
Zendesk
7.5
Subscription-based notifications
AnswerDash
Zendesk
8.0
ITSM collaboration and documentation
AnswerDash
Zendesk
7.6
Ticket creation and submission
AnswerDash
Zendesk
9.2
Ticket response
AnswerDash
Zendesk
9.0

Self Help Community

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

Multi-Channel Help

AnswerDash
Zendesk
8.2
Customer portal
AnswerDash
Zendesk
8.4
IVR
AnswerDash
Zendesk
7.7
Social integration
AnswerDash
Zendesk
7.7
Email support
AnswerDash
Zendesk
8.9
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
  • It is a great support ticket management system, and is fairly easy to use via direct ticket submission via the platform, and the ability to forward customer emails directly to the support queue is extremely helpful.
  • The ability to track ticket progress (last touch, etc) and communicate both internally with other departments and externally with the ticket requester within the same interface makes it easy to keep all relevant information in one place.
  • Zendesk's JIRA integration makes the bug management process very seamless for our organization.
Carmen Johnson 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
  • Social media functionality is limited for example with Facebook, you cannot upload images (whether this a Facebook API limitation or Zendesk it leaves much to be desired. Also syncing between social media messages and Zendesk takes a bit of time.
  • Duplicate messages are frustrating when the ticket system is open and not assigned. While Zendesk does show all messages in an inbox, you have to constantly refresh the inbox to get the most up to date inbox messages. If there was a way to show when someone is selecting a message (in an open ticket setup), it would make Zendesk 10x better.
Nathan Sichilongo profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
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

No score
No answers yet
No answers on this topic
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

No score
No answers yet
No answers on this topic
Zendesk8.6
Based on 13 answers
I've never had it go down on me.
Eric Johnson profile photo

Performance

No score
No answers yet
No answers on this topic
Zendesk8.0
Based on 10 answers
The new UI is really slow at times
Adam McCurdy profile photo

Support

No score
No answers yet
No answers on this topic
Zendesk10.0
Based on 17 answers
Personal account reps are a great plus. However the community support is a bit open ended and not helpful at times
Adam McCurdy profile photo

Online Training

No score
No answers yet
No answers on this topic
Zendesk7.9
Based on 9 answers
They were knowledgable and thorough!
Jonathan Hatch profile photo

Implementation

No score
No answers yet
No answers on this topic
Zendesk9.0
Based on 17 answers
Zendesk will do a ton of things, but you have to ask "what problem am I actually trying to solve", when looking at all the features
Adam McCurdy 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 much cleaner, simpler, and the support staff is faster to respond with actual solutions than the larger solutions. It is also a lot cheaper, both in license cost and in cost to implement. There are also a number of additional support channels (which I am not personally using) which give us a number of options around supporting customers, again very simply and inexpensively.When I have large scale, complex reporting, integration, or reporting needs, Zendesk will probably come up short compared to the other larger players.
Kevin Pearce 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
  • Zendesk can help large and small companies improve their customer service capabilities. Customer service can drive repeat sales, deflect returns, and increase customer satisfaction in measurable ways.
  • Zendesk can be more expensive than alternatives, however it is a more complete product than many alternatives, so the additional features and integration should be weighed against lower cost.
Brendan Farrar-Foley 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