Appcues vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Appcues
Score 7.5 out of 10
N/A
Appcues is online software for creating in-product experiences such as user onboarding, feature announcements, etc. without writing any code. (The vendor believes it's the non-technical people who oftentimes have the best information about a software user's needs and desires.) The goal of using Appcues is to improve product engagement within the user's own customer base.
$299
per month/billed monthly
Zendesk Suite
Score 8.6 out of 10
N/A
Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.
$69
per month per agent
Pricing
AppcuesZendesk Suite
Editions & Modules
Essentials
$299
per month/billed monthly
Growth
$879
per month/billed annually
Enterprise
Contact sales team
Suite Team
$69
per month per agent
Suite Professional
$149
per month per agent
Suite Enterprise
Contact Sales
Offerings
Pricing Offerings
AppcuesZendesk Suite
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details20% discount available with annual pricing.
More Pricing Information
Features
AppcuesZendesk Suite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Appcues
-
Ratings
Zendesk Suite
8.7
154 Ratings
8% above category average
Organize and prioritize service tickets00 Ratings9.0153 Ratings
Expert directory00 Ratings8.0102 Ratings
Subscription-based notifications00 Ratings8.4106 Ratings
ITSM collaboration and documentation00 Ratings8.4104 Ratings
Ticket creation and submission00 Ratings9.3153 Ratings
Ticket response00 Ratings9.2152 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Appcues
-
Ratings
Zendesk Suite
8.4
139 Ratings
7% above category average
External knowledge base00 Ratings8.4133 Ratings
Internal knowledge base00 Ratings8.4127 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Appcues
-
Ratings
Zendesk Suite
8.7
150 Ratings
12% above category average
Customer portal00 Ratings8.8121 Ratings
IVR00 Ratings8.459 Ratings
Social integration00 Ratings8.097 Ratings
Email support00 Ratings9.1147 Ratings
Help Desk CRM integration00 Ratings8.9112 Ratings
Best Alternatives
AppcuesZendesk Suite
Small Businesses
ChurnZero
ChurnZero
Score 9.1 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
ChurnZero
ChurnZero
Score 9.1 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Whatfix
Whatfix
Score 8.7 out of 10
Front
Front
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
AppcuesZendesk Suite
Likelihood to Recommend
7.7
(7 ratings)
8.9
(192 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(43 ratings)
Usability
-
(0 ratings)
8.8
(65 ratings)
Availability
-
(0 ratings)
8.6
(13 ratings)
Performance
-
(0 ratings)
8.0
(10 ratings)
Support Rating
-
(0 ratings)
6.3
(31 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
7.9
(9 ratings)
Implementation Rating
-
(0 ratings)
9.0
(18 ratings)
Configurability
-
(0 ratings)
9.3
(3 ratings)
User Testimonials
AppcuesZendesk Suite
Likelihood to Recommend
Appcues
It is well suited for SaaS products or services that have a highly complex user interface. Through Appcues, you can ensure that people discover all the existing and new features and make them understand the value of your product as soon as possible to address the evergreen issue of churn. But if your user interface is really messed up, you should change the product itself instead of using a tool like Appcues to explain everything on the screen.
Read full review
Zendesk
One specific thing I love about Zendesk Suite lately is the ability to use AI "Enhance writing" it allows me to freehand a response and then have it help me sound more formal or friendly, this is very useful, not only for those free handed ones, but also when you need to repeat the same information to a customer, it can help you make it sound slightly different. I don't like that when a ticket comes, even if you have the shortcut to toggle between chat and email, it doesn't actually toggle.
Read full review
Pros
Appcues
  • As a whole, Appcues is very easy to use.
  • You can build templates to easily style future modal windows and tooltips.
  • They have great customer service! Any time I've had a question our support rep always gets back to me with solutions.
Read full review
Zendesk
  • UI/UX; mature macros and automations, slick and well thought out UI.
  • Reporting, reporting, reporting. With user, org, and ticket level tags, we can track every aspect of our ticket flow.
  • Extensibility; the app marketplace is a great resource for expanding functionality from the baseline offering.
Read full review
Cons
Appcues
  • We were extremely surprised that there are not any Appcues used in Appcues. The app is pretty easy to use, once you figure out how to use it. There were not any type of tutorials when we logged in that quickly walked through how to setup a flow.
  • Appcues has lots of support articles, however they are almost so numerous that it was hard to find simple onboarding documentation that we found useful.
  • The different tooltips and product actions are great, but being able to customize the different cues a little bit more by changing sizes and aspect ratios could be an improvement.
Read full review
Zendesk
  • The development of messaging out of the earlier Chat module is clunky and still has limitations for multi language flows.
  • When creating queries in Explore, you can't search for 'or' conditions, only 'And', meaning you have to build multiple queries and manually add them.
  • You can't download the charts in the reports, they come down as tables and then you have to make your own charts.
Read full review
Likelihood to Renew
Appcues
No answers on this topic
Zendesk
Zendesk is an amazing tool for communicating with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and there are statuses used to make communication easy. We have internal conversations between departments, linked with useful software such as Zingtree, Talkdesk, and Webs.
Read full review
Usability
Appcues
No answers on this topic
Zendesk
Zendesk Suite is a straightforward solution that provides agents with everything they need on the same screen. Allowing an agent to navigate one tab, one screen and switch between features, pin favorite features while viewing the customer profile and details in 360degrees. A view like this empowers agents to support customers better and in a more composed state.
Read full review
Reliability and Availability
Appcues
No answers on this topic
Zendesk
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Read full review
Performance
Appcues
No answers on this topic
Zendesk
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Read full review
Support Rating
Appcues
No answers on this topic
Zendesk
We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request
Read full review
Online Training
Appcues
No answers on this topic
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.
Read full review
Implementation Rating
Appcues
No answers on this topic
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
Read full review
Alternatives Considered
Appcues
It has a much, much better user interface, better customer care, and of course better pricing. This along with the fact that they were very accommodating for our use case ensured we went ahead with Appcues.
Read full review
Zendesk
Zendesk Suite is exceptionally user friendly and highly customisable. Free training for all levels and roles of users which is easy to follow and engaging for users is particularly helpful along with the added support behind the scenes from Zendesk support and the Zendesk community is second to none.
Read full review
Return on Investment
Appcues
  • Appcues has allowed us to quickly deploy user help features that target specific users, audiences, even customers with very little effort.
  • Appcues has helped gain user traction by providing helpful tooltips, tours, and other rich content, reducing the first-time user learning curve.
Read full review
Zendesk
  • We have been able to deliver IT accurately and onetime
  • Our customers have been able to provide feedback on a given ticket and helped us build a better support structure
  • Zendesk Suite has allowed us to be more efficient in our every day operations
Read full review
ScreenShots

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