Asana vs Zendesk Support Suite | TrustRadius

What users are saying about

Score 8.5 out of 10

Based on 1716 reviews and ratings

Score 8.1 out of 10

Based on 767 reviews and ratings

Feature Rating Comparison

Asana

Zendesk Support Suite

Task Management

Resource Management

Gantt Charts

Scheduling

Workflow Automation

Team Collaboration

Support for Agile Methodology

Support for Waterfall Methodology

Document Management

Email integration

Mobile Access

Timesheet Tracking

Change request and Case Management

Budget and Expense Management

Asana

Zendesk Support Suite

Project & financial reporting

Integration with accounting software

Asana

Zendesk Support Suite

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

Asana

Zendesk Support Suite

External knowledge base

Internal knowledge base

Asana

Zendesk Support Suite

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Pros

It helps to handle ongoing and project-based work easily. It defines every work stage, which makes it easier to analyze the areas where things are stuck.
The navigation is simple and easy. It provides a list view feature that helps teams and groups to visualize which projects are a priority and work due dates.
It is a great tool to enhance team collaboration as it allows group members to organize and manage projects, workflow.

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Donna-sue Carpenter

SMS Routing Manager

TelintelTelecommunications, 51-200 employees

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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!

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Verified User

Manager in Social Media

Non-profit Organization Management Company, 201-500 employees

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Cons

Asana is not really a project management tool, it is good for simple projects only
UI has some glitches (doesn't save preferences, etc.)
Integration with other tools (Office 365, MS Project)
No reminders if the working period you entered is on holidays

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Verified User

Engineer in Other

Environmental Services Company, 11-50 employees

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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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Verified User

Employee in Customer Service

Information Technology and Services Company, 51-200 employees

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Likelihood to Renew

Asana 9.6

Based on 35 answers

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.

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CEO (Chief Executive Officer)

Simply Heaven DesignMarketing and Advertising, 1-10 employees

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Zendesk Support Suite 10.0

Based on 38 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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Team Member

Onshape Inc.Computer Software, 51-200 employees

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Usability

Asana 9.0

Based on 24 answers

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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Verified User

Manager in Information Technology

Internet Company, 1-10 employees

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Zendesk Support Suite 9.1

Based on 18 answers

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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Verified User

Team Lead in Information Technology

Telecommunications Company, 51-200 employees

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Reliability and Availability

Asana 8.4

Based on 4 answers

Working with Asana on a daily basis

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Project Manager

ClickSoftwareComputer Software, 501-1000 employees

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Zendesk Support Suite 8.6

Based on 26 answers

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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Co-Founder / Devleoper of Out of Milk

Capigami, IncComputer Software, 1-10 employees

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Performance

No score

No answers yet

No answers on this topic

Zendesk Support Suite 8.0

Based on 20 answers

There has been minor performance degradation on a very few days out of the two years I have been using the product.

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CFO/Director of Application Development

New Horizon Software Technologies, Inc.Computer Software, 1-10 employees

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Support Rating

Asana 7.8

Based on 86 answers

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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Director of Marketing & Communications

787 NetworksMarketing and Advertising, 51-200 employees

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Zendesk Support Suite 5.7

Based on 53 answers

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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Director of support and services

HyporiComputer & Network Security, 11-50 employees

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Online Training

No score

No answers yet

No answers on this topic

Zendesk Support Suite 7.9

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.

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Co-Founder / Devleoper of Out of Milk

Capigami, IncComputer Software, 1-10 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

Zendesk Support Suite 9.0

Based on 35 answers

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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Verified User

Director in Customer Service

Computer Software Company, 201-500 employees

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Alternatives Considered

Trello's look and feel could be more attractive for the creatives but Asana provides a more "logical" approach which is appealing to the technical types. It feels like Trello provides more degrees of freedom of use which could make collaboration a bit less structured and could make it harder for a new team member to effectively contribute.

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Louis Schietekat

Managing Director

IP BraaiLegal Services, 1-10 employees

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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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Vice President, e-Commerce

JS Products, Inc.Consumer Goods, 51-200 employees

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Scalability

Asana 8.2

Based on 1 answer

I used this tool on a daily basis at work and it runs as a solid rock

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Project Manager

ClickSoftwareComputer Software, 501-1000 employees

View all 1 answers on this topic

No score

No answers yet

No answers on this topic

Return on Investment

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.

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Chief Do-Gooder

SignifyMarketing & Advertising, 1-10 employees

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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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Alicia Barevich, bCRE, bCEE

Database Administrator

The Blake SchoolPrimary/Secondary Education, 201-500 employees

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Screenshots

See All (9) Asana Screenshots

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Pricing Details

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Optional

$10

Starting Price

$50 per month

Asana Editions & Modules

Edition

Premium	$13.49¹
Business	$30.49¹

per month

Additional Pricing Details

—

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Optional

Starting Price

$19 per agent/month billed annually

Zendesk Support Suite Editions & Modules

Edition

Suite Team	$49.00¹
Suite Growth	$79.00¹
Suite Professional	$99.00¹
Suite Enterprise	$150.00¹
Additional Enterprise-Ready Plans, starting at...	$215.00¹
Support Team (Foundational Support Only)	$19.00¹

per agent/month billed annually

Additional Pricing Details

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Rating Summary

Asana

Zendesk Support Suite

Asana

Zendesk Support Suite

Asana

Zendesk Support Suite

Asana

Zendesk Support Suite

Asana

Zendesk Support Suite

Asana

Zendesk Support Suite

Asana

Zendesk Support Suite

Asana

Zendesk Support Suite

Asana

Zendesk Support Suite

Asana

Zendesk Support Suite

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