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Zendesk

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Score 8.3 out of 101

Likelihood to Recommend

Artologik HelpDesk

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.
Carmen Johnson profile photo

Feature Rating Comparison

Incident and problem management

Artologik HelpDesk
Zendesk
8.6
Organize and prioritize service tickets
Artologik HelpDesk
Zendesk
8.9
Expert directory
Artologik HelpDesk
Zendesk
7.9
Subscription-based notifications
Artologik HelpDesk
Zendesk
8.3
ITSM collaboration and documentation
Artologik HelpDesk
Zendesk
8.1
Ticket creation and submission
Artologik HelpDesk
Zendesk
9.3
Ticket response
Artologik HelpDesk
Zendesk
9.0

Self Help Community

Artologik HelpDesk
Zendesk
8.3
External knowledge base
Artologik HelpDesk
Zendesk
8.4
Internal knowledge base
Artologik HelpDesk
Zendesk
8.2

Multi-Channel Help

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

Pros

Artologik HelpDesk

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

Artologik HelpDesk

No answers on this topic

Zendesk

  • 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

Artologik HelpDesk

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 10.0
Based on 37 answers
I am setup and successful with Zendesk. I have zero inclination to leave
Chase Sheaffer profile photo

Usability

Artologik HelpDesk

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

Artologik HelpDesk

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.6
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

Artologik HelpDesk

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.0
Based on 10 answers
Fast interface and never any performance issues.
Joe London profile photo

Support

Artologik HelpDesk

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

Artologik HelpDesk

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 7.9
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

Artologik HelpDesk

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 9.0
Based on 17 answers
Fast and friendly, training was well laid out
Joe London profile photo

Alternatives Considered

Artologik HelpDesk

No answers on this topic

Zendesk

Zendesk competitors include:
  • Microsoft Parature -- this product intreface is possibly the worst I've seen for customer service. Looks like a mid-90s enterprise application and is about as intuitive to use. We have help migrate dozens of instances away from Parature into Zendesk as clients look for more modern, intuitive, and cost effective tools.
  • Fresh Desk -- on the surface is very similar to Zendesk feature for feature and a not-dissimilar interface. Freshdesk automation leaves something to be desired vs Zendesk. They separate automations into categories that are hard to align and get a full picture. Clients get confused and end up with a lot of extra settings they aren't certain of the functionality for.
  • Desk.com -- Salesforce standalone customer service product. Compared the Zendesk the API is heavily lacking. The interface is more simplified, but this doesn't scale well to anything beyond a small team.
  • Salesforce Ticketing -- Salesforce itself has ticketing functionality. This can be powerful if the company has a well functioning Salesforce instance, or a disaster if they do not. Customer service agents will need to understand all of Salesforce to be effective. We recently moved a large client's customer service team to Zendesk then integrated tickets into Salesforce so the data was present for other parts of the company.
Brendan Farrar-Foley profile photo

Return on Investment

Artologik HelpDesk

No answers on this topic

Zendesk

  • This one is easy. I don't spend all day long doing support. I have software development to do all day, I can't spend all of my time answering support tickets. Having fast ticket resolution keeps me on track.
Chase Sheaffer profile photo

Pricing Details

Artologik HelpDesk

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?

Zendesk

General

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

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