What users are saying about

Asana

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Top Rated
808 Ratings

Zendesk

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Top Rated
437 Ratings

Asana

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Top Rated
808 Ratings
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Score 8.3 out of 101

Zendesk

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Top Rated
437 Ratings
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Score 8.3 out of 101

Add comparison

Likelihood to Recommend

Asana

Asana functions particularly well in scenarios with well-established teams with well-established processes and a mature SDLC. The reason is that Asana can be configured to do many, many different things, and be used in many, many different ways, and with that power comes a lot of responsibility to figure out your process before you try and automate it. It's software, not magic.
Kirk Brote profile photo

Zendesk

Zendesk is well suited for large and small helpdesk and customer service teams. Zendesk is well suited for companies who handle primarily email and voice intake. It is not as robust for chat and social media interaction as some competitors, however, they offer all of these. If integration across all intake points is important it is worth considering. Zendesk is not well suited for heavy integration with other enterprise systems where data exchange needs to be two (or multi) directional and in real time.
Brendan Farrar-Foley profile photo

Feature Rating Comparison

Project Management

Asana
7.7
Zendesk
Task Management
Asana
9.1
Zendesk
Resource Management
Asana
7.8
Zendesk
Gantt Charts
Asana
6.5
Zendesk
Scheduling
Asana
8.6
Zendesk
Workflow Automation
Asana
7.6
Zendesk
Team Collaboration
Asana
9.0
Zendesk
Support for Agile Methodology
Asana
8.5
Zendesk
Support for Waterfall Methodology
Asana
8.5
Zendesk
Document Management
Asana
7.0
Zendesk
Email integration
Asana
7.1
Zendesk
Mobile Access
Asana
7.7
Zendesk
Timesheet Tracking
Asana
6.1
Zendesk
Change request and Case Management
Asana
8.4
Zendesk
Budget and Expense Management
Asana
6.7
Zendesk

Professional Services Automation

Asana
6.2
Zendesk
Project & financial reporting
Asana
5.5
Zendesk
Integration with accounting software
Asana
7.0
Zendesk

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

Asana
Zendesk
8.2
Customer portal
Asana
Zendesk
8.4
IVR
Asana
Zendesk
7.7
Social integration
Asana
Zendesk
7.7
Email support
Asana
Zendesk
8.9
Help Desk CRM integration
Asana
Zendesk
8.3

Pros

  • Cross-team communication is always a challenge, but Asana helps make information transparent and accessible to all members of the team.
  • It's easy to share with individuals outside of the organization and still control the flow of information.
  • Being able to link in other design resources like InVision prototypes is a huge time saver.
  • Integrating with Slack makes much of our necessary communication automatic.
Kirk Brote profile photo
  • Easy to get started, sign up and get your customers onboard within days.
  • Smart features, only the features needed to perform the job at hand. No padding of features.
  • Plays well with others, amazing API options that should allow integrations with any modern tools.
  • Great UI, looks great for the team and the customers. Easy to customize the external side to comply with style guidelines. Separate UI customizations for internal to meet usability needs.
  • Amazing team at Zendesk, always thinking ahead and adding great features.
  • Keeps other tools out of your department by offering high transparency. No need to double your work by cloning data into another compliance tool.
  • ITIL inspired design provides security and compliance that will make your Ops team happy.
  • Consumes few internal resources, our operations team was thrilled to just verify tool security and never touch Zendesk again.
  • So many good things I can't list them all.
Forest Basford profile photo

Cons

  • Asana does a lot, so it can sometimes be hard to find the right place to be to find the tools you need.
  • Organization is only as good as you make it and just because a system makes sense to the person that creates it does not mean it will make sense to anyone else.
  • It can be challenging to find the information you need via search.
Kirk Brote profile photo
  • It's designed for one job, customer care. It's so amazing it's tempting to try to fit it into other roles. It won't do it well. Just let it solve that one problem for your company and integrate it with the other less awesome tools as needed.
  • The forums are only so-so as far as forums go. We did not mind but it could be a pinch point for acceptance.
  • The built in reports are not super. But the export and API integrations are, and external reporting is a breeze. Still, the built in is only ok.
  • Some folks can not adjust to the tag based rule logic for the workflows. If it makes sense to you you can automate it very well. If not you may get in a tangled mess.
  • It's not great for bureaucratic teams that want dozens of fields in a ticket. However I would say this is a bad business practice. Make any excuse you want but the essence of efficiency is inspired simplicity. If you enjoy tax forms stay away from Zendesk.
  • Per seat cost is high at the Enterprise level. The service level prices ramp exponentially and it can cause sticker shock.
Forest Basford profile photo

Likelihood to Renew

Asana10.0
Based on 32 answers
I just can't see us getting it off of Asana any time soon, despite the many headaches it has caused us. We have too much data in there, too much time & training invested into it, too much at stake to move. If we were just starting out today, fresh, I don't know for certain that I would absolutely go the same direction, but I *think* I still would. I just haven't seen anything better yet. Maybe if Podio's support staff hadn't treated me like a worthless nuisance to them, I might feel differently, but the fact is that their task management is simply inferior to Asana's. That can't be denied, and in fact Podio said it themselves: "Tasks are a simple function. They cannot be customized. Tasks in Podio can be used for quick to-do's for you and your team members." In our operation, however, prompt task completion is a big deal; one task can't be completed until another one is done first, and closing the gaps between those tasks is critical in meeting deadlines and servicing our customers. Asana gets us there, the others don't.
No photo available
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

Asana6.0
Based on 5 answers
This is the best task management App for teams I have used
Ronen Soreq profile photo
Zendesk9.0
Based on 13 answers
Advanced features are only really available via APi, There is a different infrastructure and application layout between the user and agent interface.
Jonathan Justin Lewis profile photo

Reliability and Availability

Asana8.4
Based on 2 answers
Working with Asana on a daily basis
Ronen Soreq profile photo
Zendesk8.6
Based on 13 answers
We had no delay in implementing the product once our account was setup.
Jonathan Hatch 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

Asana8.3
Based on 2 answers
They don't fix everything, but they have certainly gone the extra mile for us. When we were frustrated with a recent change that altered our default view of every project, changing it from all projects being visible to just incomplete projects being visible, they wrote a custom script to change all of our default views back for us, so we didn't have to manually click 3,000 times (we have over a thousand projects).
No photo available
Zendesk10.0
Based on 17 answers
This has been very good overall. Zendesk has an excellent knowledge base which answers most of my questions. I haven't actually used support too much: I submitted a couple of tickets about portal configuration issues and they were dealt with promptly and well.
Taylor Wielage profile photo

Online Training

No score
No answers yet
No answers on this topic
Zendesk7.9
Based on 9 answers
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.
Chase Sheaffer profile photo

Implementation

No score
No answers yet
No answers on this topic
Zendesk9.0
Based on 17 answers
It's working exactly as intended.
Eric Johnson profile photo

Alternatives Considered

There were a combination of factors that led us to decide on Asana, including ease of use and external system integrations, but primarily we could use it across geographically distributed offices successfully and incorporate a variety of end user work flows based on global geography, team constitution, and market focus
Kirk Brote profile photo
JIRA Service Desk is better suited if you need to connect with company's JIRA and internal WIKI (or Confluence).If you do use JIRA (which many companies do), JIRA Service Desk is a better choice.I didn't select Zendesk, but rather got it when joine dthe company.
Yaron Lavi profile photo

Scalability

Asana8.2
Based on 1 answer
I used this tool on a daily basis at work and it runs as a solid rock
Ronen Soreq profile photo
No score
No answers yet
No answers on this topic

Return on Investment

  • Asana helped unify our software design and development teams, reducing churn and re-work, and saving money.
  • Asana ensured we had clear design requirements mapped to business goals and product requirements.
  • It helped with our overall communication.
Kirk Brote profile photo
  • Working with Zendesk provides fast responses to clients and request resolution that helps to provide timely service for our clients.
Kris Lambert profile photo

Pricing Details

Asana

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
Optional
8.33*
1.  per user per month
Additional Pricing Details
Asana is always free for teams of up to 15 people.

Zendesk

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