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Zendesk

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Zendesk

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Top Rated
456 Ratings
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Score 8.3 out of 101

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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.
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Feature Rating Comparison

Incident and problem management

Artologik HelpDesk
Zendesk
8.5
Organize and prioritize service tickets
Artologik HelpDesk
Zendesk
8.9
Expert directory
Artologik HelpDesk
Zendesk
7.7
Subscription-based notifications
Artologik HelpDesk
Zendesk
8.1
ITSM collaboration and documentation
Artologik HelpDesk
Zendesk
7.8
Ticket creation and submission
Artologik HelpDesk
Zendesk
9.3
Ticket response
Artologik HelpDesk
Zendesk
9.1

Self Help Community

Artologik HelpDesk
Zendesk
8.2
External knowledge base
Artologik HelpDesk
Zendesk
8.3
Internal knowledge base
Artologik HelpDesk
Zendesk
8.1

Multi-Channel Help

Artologik HelpDesk
Zendesk
8.4
Customer portal
Artologik HelpDesk
Zendesk
8.5
IVR
Artologik HelpDesk
Zendesk
8.0
Social integration
Artologik HelpDesk
Zendesk
8.0
Email support
Artologik HelpDesk
Zendesk
9.0
Help Desk CRM integration
Artologik HelpDesk
Zendesk
8.4

Pros

No answers on this topic
  • Customisable ticketing engine - you can specify what fields should be filled on each ticket, if they are mandatory and customise what type of data needs to be entered. This ensures the right data is captured to assist resolve the query. It also means reports can be run from these fields.
  • Reporting and analytics - you can run reports based on the ticket data. This helps you understand what product features need to be improved or added, what new help content needs to be created, if particular macros need to be setup, efficiency of support team and more.
  • Integrations - Zendesk integrates with billing, CRM and other platforms so customer data is available in-app. This information assists the support team give the right information to the customer.
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Cons

No answers on this topic
  • Make reporting easier - the reporting engine in Zendesk is very powerful, but at the same time, complicated to use. Would be good if they made creating reports easier.
  • Pricing - the pricing plans for Zendesk are quite expensive. There are a range of other systems which provide base level features that match Zendesk.
Nikhil George profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Zendesk10.0
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.
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Usability

No score
No answers yet
No answers on this topic
Zendesk9.0
Based on 13 answers
This is a great ticket system and provides an easy way to track communication while solving issues. The contacts section needs more to be a full fledge CRM but for support this is a great system. The autoresponder options are very beneficial and can be customized from sending detailed information or simple we have your request responses
Kris Lambert 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)
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Performance

No score
No answers yet
No answers on this topic
Zendesk8.0
Based on 10 answers
Zendesk works most of the time, with little need to contact support for help
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Support

No score
No answers yet
No answers on this topic
Zendesk10.0
Based on 17 answers
Lower rating just because they only do general support via support tickets.
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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
Fast and friendly, training was well laid out
Joe London profile photo

Alternatives Considered

No answers on this topic
I have used a lot of very old ticketing systems which aren't on here. Zendesk being cloud-based gives us automatic updates and keeps us with the newest features. It is super simple to configure and has a lot of customizable features. It is also very easy to put your own branding on it which looks very professional to the end user.
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Return on Investment

No answers on this topic
  • Providing documented resolution of client issues and the remedies without slowing down the team.
  • Providing self help resources to empower customers.
  • Low overhead for a COGS department is essential and this was achieved.
  • Professional web front for clients to enhance buyer confidence.
  • Mobile access to tools to enable remote work any time.
  • Secure communication with clients.
  • Proof of customer satisfaction and documentation of SLA compliance.
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Pricing Details

Artologik HelpDesk

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

Zendesk

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