What users are saying about
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Top Rated
1716 Ratings
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Top Rated
767 Ratings

Asana

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Top Rated
1716 Ratings
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Score 8.5 out of 100

Zendesk Support Suite

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Top Rated
767 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

Asana

it certainly is a really good tool when it comes to project management because it allows keeping track easily of how [our] timelines being handled, what is the overall progress of a specific task or a product as well as providing tools such as dashboards to see the performance of the team and based on that, making decisions to improve. It has room for improvement when it comes to board view, more specific when trying to organize more than one dimension for example having tasks related to front and back in the same board while trying to keep track of the progress of each one in the same space.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

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.
Emily Mok | TrustRadius Reviewer

Feature Rating Comparison

Project Management

Asana
7.7
Zendesk Support Suite
Task Management
Asana
8.8
Zendesk Support Suite
Resource Management
Asana
7.4
Zendesk Support Suite
Gantt Charts
Asana
7.9
Zendesk Support Suite
Scheduling
Asana
7.9
Zendesk Support Suite
Workflow Automation
Asana
7.7
Zendesk Support Suite
Team Collaboration
Asana
8.5
Zendesk Support Suite
Support for Agile Methodology
Asana
8.5
Zendesk Support Suite
Support for Waterfall Methodology
Asana
8.5
Zendesk Support Suite
Document Management
Asana
6.9
Zendesk Support Suite
Email integration
Asana
6.9
Zendesk Support Suite
Mobile Access
Asana
8.1
Zendesk Support Suite
Timesheet Tracking
Asana
6.1
Zendesk Support Suite
Change request and Case Management
Asana
8.4
Zendesk Support Suite
Budget and Expense Management
Asana
6.4
Zendesk Support Suite

Professional Services Automation

Asana
6.8
Zendesk Support Suite
Project & financial reporting
Asana
5.5
Zendesk Support Suite
Integration with accounting software
Asana
8.1
Zendesk Support Suite

Incident and problem management

Asana
Zendesk Support Suite
7.7
Organize and prioritize service tickets
Asana
Zendesk Support Suite
7.7
Expert directory
Asana
Zendesk Support Suite
6.9
Subscription-based notifications
Asana
Zendesk Support Suite
6.7
ITSM collaboration and documentation
Asana
Zendesk Support Suite
7.8
Ticket creation and submission
Asana
Zendesk Support Suite
8.6
Ticket response
Asana
Zendesk Support Suite
8.4

Self Help Community

Asana
Zendesk Support Suite
7.7
External knowledge base
Asana
Zendesk Support Suite
7.7
Internal knowledge base
Asana
Zendesk Support Suite
7.7

Multi-Channel Help

Asana
Zendesk Support Suite
7.6
Customer portal
Asana
Zendesk Support Suite
7.5
IVR
Asana
Zendesk Support Suite
6.7
Social integration
Asana
Zendesk Support Suite
7.3
Email support
Asana
Zendesk Support Suite
8.4
Help Desk CRM integration
Asana
Zendesk Support Suite
8.0

Pros

Asana

  • 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.
Donna-sue Carpenter | TrustRadius Reviewer

Zendesk Support Suite

  • 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!
Anonymous | TrustRadius Reviewer

Cons

Asana

  • 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
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

  • 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.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Asana

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.
page V | TrustRadius Reviewer

Zendesk Support Suite

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.
Lou Gallo | TrustRadius Reviewer

Usability

Asana

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.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

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
Anonymous | TrustRadius Reviewer

Reliability and Availability

Asana

Asana 8.4
Based on 4 answers
Working with Asana on a daily basis
Ronen Soreq | TrustRadius Reviewer

Zendesk Support Suite

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.
Chase Sheaffer | TrustRadius Reviewer

Performance

Asana

No score
No answers yet
No answers on this topic

Zendesk Support Suite

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.
Taylor Wielage | TrustRadius Reviewer

Support Rating

Asana

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).
Adam Lumley | TrustRadius Reviewer

Zendesk Support Suite

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.
Kevin Pearce | TrustRadius Reviewer

Online Training

Asana

No score
No answers yet
No answers on this topic

Zendesk Support Suite

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.
Chase Sheaffer | TrustRadius Reviewer

Implementation Rating

Asana

No score
No answers yet
No answers on this topic

Zendesk Support Suite

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
Anonymous | TrustRadius Reviewer

Alternatives Considered

Asana

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.
Louis Schietekat | TrustRadius Reviewer

Zendesk Support Suite

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.
Adam McCracken | TrustRadius Reviewer

Scalability

Asana

Asana 8.2
Based on 1 answer
I used this tool on a daily basis at work and it runs as a solid rock
Ronen Soreq | TrustRadius Reviewer

Zendesk Support Suite

No score
No answers yet
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.
Kristi Porter | TrustRadius Reviewer

Zendesk Support Suite

  • 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.
Alicia Barevich, bCRE, bCEE | TrustRadius Reviewer

Screenshots

Pricing Details

Asana

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
  1. per month
Additional Pricing Details

Zendesk Support Suite

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
  1. per agent/month billed annually
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Asana
8.1
Zendesk Support Suite
7.7

Likelihood to Renew

Asana
9.6
Zendesk Support Suite
10.0

Usability

Asana
9.0
Zendesk Support Suite
9.1

Reliability and Availability

Asana
8.4
Zendesk Support Suite
8.6

Performance

Asana
Zendesk Support Suite
8.0

Support Rating

Asana
7.8
Zendesk Support Suite
5.7

In-Person Training

Asana
Zendesk Support Suite
10.0

Online Training

Asana
Zendesk Support Suite
7.9

Implementation Rating

Asana
Zendesk Support Suite
9.0

Scalability

Asana
8.2
Zendesk Support Suite

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