What users are saying about
72 Ratings
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Top Rated
537 Ratings
72 Ratings
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Score 7.9 out of 101

Zendesk

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Top Rated
537 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 101

Likelihood to Recommend

Autotask

Autotask is much more well suited to a busy company. It's a little bit price-prohibitive if you only have a couple of employees or not many clients. This solution works for us, having 10 employees and about 200 clients. Any less than that, the pricing wouldn't be worthwhile.Autotask fits very well with us. It's easy to keep on task. Any tickets that are getting old will shoot out alerts and scheduled tasks for our techs to finish up work on it. It's also very easy to run reports for clients on the services that they've used through us. We love Autotask.
Dan Gospe profile photo

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.
Carmen Johnson profile photo

Feature Rating Comparison

Incident and problem management

Autotask
8.3
Zendesk
8.6
Organize and prioritize service tickets
Autotask
9.7
Zendesk
9.0
Expert directory
Autotask
8.0
Zendesk
8.0
Service restoration
Autotask
7.2
Zendesk
Self-service tools
Autotask
7.8
Zendesk
Subscription-based notifications
Autotask
8.3
Zendesk
8.3
ITSM collaboration and documentation
Autotask
8.7
Zendesk
8.2
ITSM reports and dashboards
Autotask
8.5
Zendesk
Ticket creation and submission
Autotask
Zendesk
9.3
Ticket response
Autotask
Zendesk
9.1

ITSM asset management

Autotask
8.0
Zendesk
Configuration mangement
Autotask
8.1
Zendesk
Asset management dashboard
Autotask
8.4
Zendesk
Policy and contract enforcement
Autotask
7.5
Zendesk

Change management

Autotask
8.2
Zendesk
Change requests repository
Autotask
8.2
Zendesk
Change calendar
Autotask
8.4
Zendesk
Service-level management
Autotask
8.1
Zendesk

Self Help Community

Autotask
Zendesk
8.2
External knowledge base
Autotask
Zendesk
8.3
Internal knowledge base
Autotask
Zendesk
8.1

Multi-Channel Help

Autotask
Zendesk
8.5
Customer portal
Autotask
Zendesk
8.5
IVR
Autotask
Zendesk
8.1
Social integration
Autotask
Zendesk
8.2
Email support
Autotask
Zendesk
9.1
Help Desk CRM integration
Autotask
Zendesk
8.6

Pros

Autotask

  • The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
  • Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
  • The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.
Daniel J. Lewis profile photo

Zendesk

  • 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.
Nikhil George profile photo

Cons

Autotask

  • To date, the maim area of improvement is the ability to allow for retrieving a ticket that may have inadvertently been deleted. At present there is no way to do this which at times can be frustrating.
  • The search function does leave something to be desired as it does require some specific wording to find what you're looking for.
No photo available

Zendesk

  • They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
  • We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.
Lou Gallo profile photo

Likelihood to Renew

Autotask

Autotask 9.0
Based on 1 answer
After using multiple products on the market, Autotask was intuitive and easy to manage.
Daniel J. Lewis profile photo

Zendesk

Zendesk 10.0
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

Autotask

Autotask 9.0
Based on 1 answer
The work flow is much better then other competitors
Daniel J. Lewis profile photo

Zendesk

Zendesk 8.5
Based on 14 answers
The usability is great, but I do have to be honest and say that I still have a little trouble with the user interface sometimes. I have poor ability to differentiate between similar colors and sometimes if I am not directly in front of my screen I have trouble with the text inputs
Chase Sheaffer profile photo

Reliability and Availability

Autotask

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.6
Based on 13 answers
In all the time I have used it, I have only experienced "down-time" with it once, and guess what. It was during a scheduled downtime that i forgot about which was posted at least a month in advance.
Colby Wood profile photo

Performance

Autotask

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.0
Based on 10 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 profile photo

Support

Autotask

Autotask 9.0
Based on 3 answers
They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
Ashley Beal profile photo

Zendesk

Zendesk 8.8
Based on 21 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 profile photo

Online Training

Autotask

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 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 profile photo

Implementation

Autotask

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 9.0
Based on 17 answers
If you're looking for a system that can tie all your channels together, allow you to report on just about any metric in regards to customer service, use chat, and build a knowledge base/FAQ all in one, Zendesk is it
Shane Swor profile photo

Alternatives Considered

Autotask

Autotask is more robust than simple ticketing systems. It provides better billing ability that many ticketing systems and works well with existing clients. The invoicing options provided are beneficial to the business and streamline the process. The ticketing system provides documentation needed to service clients today and tomorrow. Autotask is on the right path.
Kris Lambert profile photo

Zendesk

We have used HelpSpot for several years prior to the transition to Zendesk. Our biggest gripe was the cost and limitations on what kind of communication channels could be integrated into HelpSpot. Zendesk allows us to have multiple communication channels even for the most basic users and to build on it. With a few changes to the overall system (like better social media support for attachments etc) and inbox enhancements, it can be great.
Nathan Sichilongo profile photo

Return on Investment

Autotask

  • We can effectively contract profitability. After running a few quick reports we realized we were charging about 1/2 what we should have been for fixed rate projects.
  • We track resource utilization to see where our technicians are productive and what is eating their valuable time.
  • I feel that Autotask is the single biggest impact on overall business ROI. We track profitability of everything from hardware to services to contracts with it. It allows us to make intelligent business decisions based on numbers.
Garry Adams profile photo

Zendesk

  • Zendesk can help large and small companies improve their customer service capabilities. Customer service can drive repeat sales, deflect returns, and increase customer satisfaction in measurable ways.
  • Zendesk can be more expensive than alternatives, however it is a more complete product than many alternatives, so the additional features and integration should be weighed against lower cost.
Brendan Farrar-Foley profile photo

Pricing Details

Autotask

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Autotask Editions & Modules

Additional Pricing Details

Zendesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$5*

* per agent

Zendesk Editions & Modules

Edition
Support Essential$51
Zendesk Suite (Support, Guide, Chat, Talk)$891
Support Team$191
Support Professional$491
Support Enterprise$991
Support Elite$1991
Zendesk Duet (Support + Sell CRM - 40% off)$592
  1. per agent, per month
  2. per user, per month
Additional Pricing Details

Add comparison