Asana vs. Zendesk Support Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Asana
Score 8.5 out of 10
N/A
Asana is a web and mobile project management app. With tasks, projects, conversations, and dashboards, Asana lets an entire team know who's doing what by when, enabling workload balancing. Users can also add integrations for GANTT charts, time tracking and more.
$50
per month
Zendesk Support Suite
Score 8.0 out of 10
N/A
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer…
$19
per agent/month billed annually
Pricing
AsanaZendesk Support Suite
Editions & Modules
Premium
$13.49
per month
Business
$30.49
per month
Support Team (Foundational Support Only)
$19.00
per agent/month billed annually
Suite Team
$49.00
per agent/month billed annually
Suite Growth
$79.00
per agent/month billed annually
Suite Professional
$99.00
per agent/month billed annually
Suite Enterprise
$150.00
per agent/month billed annually
Additional Enterprise-Ready Plans, starting at...
$215.00
per agent/month billed annually
Offerings
Pricing Offerings
AsanaZendesk Support Suite
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup Fee$10 per user per monthOptional
Additional Details
More Pricing Information
Community Pulse
AsanaZendesk Support Suite
Considered Both Products
Asana
Chose Asana
We ended up moving to Zendesk because we switched ticketing systems and Zendesk has the same functionality that Asana has. We would have stayed on Asana had Zendesk not had the same functions.
Zendesk Support Suite

No answer on this topic

Top Pros
Top Cons
Features
AsanaZendesk Support Suite
Project Management
Comparison of Project Management features of Product A and Product B
Asana
7.9
161 Ratings
Zendesk Support Suite
-
Ratings
Task Management9.0161 Ratings00 Ratings
Resource Management7.5135 Ratings00 Ratings
Gantt Charts7.847 Ratings00 Ratings
Scheduling8.1147 Ratings00 Ratings
Workflow Automation8.0116 Ratings00 Ratings
Team Collaboration8.7160 Ratings00 Ratings
Support for Agile Methodology8.57 Ratings00 Ratings
Support for Waterfall Methodology8.57 Ratings00 Ratings
Document Management7.4136 Ratings00 Ratings
Email integration7.4129 Ratings00 Ratings
Mobile Access8.4133 Ratings00 Ratings
Timesheet Tracking6.16 Ratings00 Ratings
Change request and Case Management8.44 Ratings00 Ratings
Budget and Expense Management7.164 Ratings00 Ratings
Professional Services Automation
Comparison of Professional Services Automation features of Product A and Product B
Asana
6.9
38 Ratings
Zendesk Support Suite
-
Ratings
Project & financial reporting5.51 Ratings00 Ratings
Integration with accounting software8.337 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Asana
-
Ratings
Zendesk Support Suite
6.3
88 Ratings
Organize and prioritize service tickets00 Ratings6.887 Ratings
Expert directory00 Ratings5.054 Ratings
Subscription-based notifications00 Ratings5.362 Ratings
ITSM collaboration and documentation00 Ratings5.758 Ratings
Ticket creation and submission00 Ratings7.588 Ratings
Ticket response00 Ratings7.387 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Asana
-
Ratings
Zendesk Support Suite
5.9
78 Ratings
External knowledge base00 Ratings6.174 Ratings
Internal knowledge base00 Ratings5.769 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Asana
-
Ratings
Zendesk Support Suite
5.8
86 Ratings
Customer portal00 Ratings6.069 Ratings
IVR00 Ratings3.928 Ratings
Social integration00 Ratings6.053 Ratings
Email support00 Ratings6.884 Ratings
Help Desk CRM integration00 Ratings6.263 Ratings
User Ratings
AsanaZendesk Support Suite
Likelihood to Recommend
8.1
(191 ratings)
6.6
(126 ratings)
Likelihood to Renew
9.6
(34 ratings)
10.0
(39 ratings)
Usability
9.0
(22 ratings)
9.9
(19 ratings)
Availability
8.4
(4 ratings)
8.6
(26 ratings)
Performance
-
(0 ratings)
8.0
(20 ratings)
Support Rating
5.2
(81 ratings)
8.5
(49 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
7.9
(9 ratings)
Implementation Rating
-
(0 ratings)
9.0
(35 ratings)
Configurability
-
(0 ratings)
9.3
(3 ratings)
Product Scalability
8.2
(1 ratings)
-
(0 ratings)
User Testimonials
AsanaZendesk Support Suite
Likelihood to Recommend
Asana
My experience in Asana is more than two years, and I really enjoyed the experience and working with my teams, as Asana provides effective communication between us and spread the fun, enthusiasm, and achievement in work faster, as I used conversations to inform the team what I want, follow up, comment on the tasks and inform them that the work is finished.
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Zendesk
Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
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Pros
Asana
  • Easy to use by any user (good UX and no installation needed)
  • Easy to create a simple project, add tasks and sub tasks.
  • Different display options, according to the project/tasks type
  • Works great using a web browser, you don't have to install the application
Read full review
Zendesk
  • Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
  • Zendesk makes it easy for users to indicate if they are available to respond or not.
  • Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!
Read full review
Cons
Asana
  • Some users might find the user interface a bit dull and un inspired
  • We found the way to use multiple workspaces a bit confusing
  • It takes quite a bit of planning to build a well organized workspace in order not to have way too many projects and tasks all over the place
Read full review
Zendesk
  • Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
  • Provide a way for Suspended tickets (created by emails from non-users) to be better managed
  • Set a timer for tickets to reopen on a more individual ticket basis.
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Likelihood to Renew
Asana
  • Mobile + Desktop capabilities - Able to use it anywhere, anytime.
  • Task management - Easy to view projects and their progress.
  • Time management - Easy to see what elements require time / how they interrelate and manage the project on an overall basis.
  • Company management - Be able to see from a master dashboard perspective where each project is in its stages of completion.
  • Clear communication - It's visually documented who is doing what at what time so that the whole project gets done.
Read full review
Zendesk
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
Asana
It is very user-friendly. Takes a new employee an hour to start figuring out how the system works. That's an important factor. You don't want to encounter the issue where employees need a week to understand how the system works. For example, JIRA, I tried using it for a week and I still don't understand the complicated layout. Asana has a simple interface. Once you see it, you get it type of program.
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Zendesk
As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
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Reliability and Availability
Asana
Working with Asana on a daily basis
Read full review
Zendesk
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
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Performance
Asana
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
Asana
I haven't had to use their support so I can't rate it. The fact that I haven't needed them reflects the ease of use of the product. I would recommend that any new users schedule a complete demo of the product to ensure that they are using it to it's fullest (there's a lot of useful features).
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Zendesk
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
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Online Training
Asana
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.
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Implementation Rating
Asana
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
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Alternatives Considered
Asana
I like how extensive the capabilities are for Asana. With other softwares it seems there are many things lacking. I feel like Asana is also a very user friendly platform and aesthetically pleasing which is important in a modern office. We have many young people entering our workspace and it is important to have software that is ahead of the times in functionality and efficiency.
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Zendesk
I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.
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Scalability
Asana
I used this tool on a daily basis at work and it runs as a solid rock
Read full review
Zendesk
No answers on this topic
Return on Investment
Asana
  • Productivity - Most of all, it allows me to be more productive and have a good sense of where I am with projects and deadlines.
  • Easy to use - I can make the most of my time to get up (and stay) up and running.
  • Project coordination - Allows me to assign tasks to my interns and communicate directly within the platform to keep the work train moving.
Read full review
Zendesk
  • The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
  • Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
  • Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
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