What users are saying about
289 Ratings
Top Rated
853 Ratings
289 Ratings
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Score 3.4 out of 100
Top Rated
853 Ratings
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Score 8 out of 100

Feature Set Ratings

    Incident and problem management

    Brightpearl

    Feature Set Not Supported
    N/A
    6.7

    Zendesk Support Suite

    67%
    Zendesk Support Suite ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    7.0
    70%
    88 Ratings

    Expert directory

    N/A
    0 Ratings
    5.7
    57%
    55 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    5.7
    57%
    62 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    6.1
    61%
    58 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    7.9
    79%
    89 Ratings

    Ticket response

    N/A
    0 Ratings
    7.6
    76%
    88 Ratings

    Self Help Community

    Brightpearl

    Feature Set Not Supported
    N/A
    6.4

    Zendesk Support Suite

    64%
    Zendesk Support Suite ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    6.5
    65%
    75 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    6.3
    63%
    70 Ratings

    Multi-Channel Help

    Brightpearl

    Feature Set Not Supported
    N/A
    6.3

    Zendesk Support Suite

    63%
    Zendesk Support Suite ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    6.4
    64%
    69 Ratings

    IVR

    N/A
    0 Ratings
    4.8
    48%
    29 Ratings

    Social integration

    N/A
    0 Ratings
    6.4
    64%
    54 Ratings

    Email support

    N/A
    0 Ratings
    7.3
    73%
    85 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    6.7
    67%
    64 Ratings

    Attribute Ratings

    • Brightpearl is rated higher in 2 areas: Availability, Performance
    • Zendesk Support Suite is rated higher in 8 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating, In-Person Training, Online Training, Implementation Rating, Configurability

    Likelihood to Recommend

    1.7

    Brightpearl

    17%
    156 Ratings
    6.9

    Zendesk Support Suite

    69%
    127 Ratings

    Likelihood to Renew

    8.2

    Brightpearl

    82%
    12 Ratings
    10.0

    Zendesk Support Suite

    100%
    39 Ratings

    Usability

    4.4

    Brightpearl

    44%
    8 Ratings
    9.9

    Zendesk Support Suite

    99%
    19 Ratings

    Availability

    10.0

    Brightpearl

    100%
    2 Ratings
    8.6

    Zendesk Support Suite

    86%
    26 Ratings

    Performance

    9.0

    Brightpearl

    90%
    2 Ratings
    8.0

    Zendesk Support Suite

    80%
    20 Ratings

    Support Rating

    7.9

    Brightpearl

    79%
    268 Ratings
    8.3

    Zendesk Support Suite

    83%
    49 Ratings

    In-Person Training

    1.0

    Brightpearl

    10%
    1 Rating
    10.0

    Zendesk Support Suite

    100%
    1 Rating

    Online Training

    7.0

    Brightpearl

    70%
    1 Rating
    7.9

    Zendesk Support Suite

    79%
    9 Ratings

    Implementation Rating

    6.5

    Brightpearl

    65%
    208 Ratings
    9.0

    Zendesk Support Suite

    90%
    35 Ratings

    Configurability

    8.0

    Brightpearl

    80%
    1 Rating
    9.3

    Zendesk Support Suite

    93%
    3 Ratings

    Ease of integration

    7.0

    Brightpearl

    70%
    1 Rating

    Zendesk Support Suite

    N/A
    0 Ratings

    Product Scalability

    6.9

    Brightpearl

    69%
    5 Ratings

    Zendesk Support Suite

    N/A
    0 Ratings

    Vendor post-sale

    8.0

    Brightpearl

    80%
    1 Rating

    Zendesk Support Suite

    N/A
    0 Ratings

    Vendor pre-sale

    9.0

    Brightpearl

    90%
    1 Rating

    Zendesk Support Suite

    N/A
    0 Ratings

    Likelihood to Recommend

    Brightpearl

    Brightpearl is very well suited for small-medium companies that are growing quickly and need a way to improve their operational systems and functionality to handle increasing volume of orders. Particularly if you use multiple SKUs, sales channels, and/or warehouses, the features offered by Brightpearl are excellently well suited to handle these types of needs. I don't believe Brightpearl would be very applicable for very small companies with a small number of SKUs, as many of the features offered would be unnecessary and underutilized.
    Read full review

    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.
    Read full review

    Pros

    Brightpearl

    • Brightpearl tracks order changes and communications very well. It documents all activity in a feed that anyone can see, including status changes, notes made, emails sent, etc.
    • Brightpearl makes it incredibly easy to find orders fitting certain criteria through the use of statuses that you can customize. For example, as a multichannel seller, we can easily create statuses for each channel that we sell from, where our orders will (oftentimes automatically) land in. We also deal often with things like back ordered items; we can also create statuses for certain brands, so that when we expect a shipment in from that company, our back order specialist can easily sort through her orders that are waiting on that shipment.
    • Brightpearl makes it easy to take orders over the phone. Everything I need is right there on one screen; not often do I find myself needing to deviate to other tabs. The steps I take (from "new order" to finish) are straightforward and understandable, and go in steps that make sense.
    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

    Brightpearl

    • Supports only a small number of marketplaces and in a limited way only. When I signed up with Brightpearl they claimed that you could list directly onto eBay from within Brightpearl but this turned out to be untrue as Brightpearl did not support eBay postage policies (eBay's semi literate way of saying shipping tables).
    • Not only can you not list directly onto eBay, you cannot list directly from within Brightpearl to any marketplaces whatsoever. With other software you can list directly to all the marketplaces they integrate with.
    • Brightpearl is abysmal at VAT. Brightpearl calculates VAT on Channel Islands and Canary Islands orders even though there is no Vat in either of them. So when you pay HMRC you will be paying them a bit extra unless you check all your orders which makes the software somewhat redundant.
    • When I signed up they advertised Brightpearl as the software to automate your online selling. But it didn't really do that. A couple of years later at considerable extra cost they released an add-on app called Brightpearl Automation that does seem to deliver on automation. However other software offers that at no extra cost.
    • Brightpearl claims that it integrates with Amazon, but this is only partially true as they have completely ignored the new marketplaces that Amazon have opened. If you list on those marketplaces you have to input the orders manually and Brightpearl will not update the stock, putting you at risk of negative feedback. Other software integrates fully with all Amazon marketplaces.
    • Now that I am leaving it was suggested that I might benefit from read-only access so that we could easily double check things like warranty claims. They offered me a year's read-only access for £10,080 which is more than double my yearly contract for full use of the software. Now, if that isn't taking the mickey, I don't know what is!!!
    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.
    Read full review

    Pricing Details

    Brightpearl

    Starting Price

    Editions & Modules

    Brightpearl editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Required

      Additional Details

      Brightpearl is for merchants trading $1M or above, or those that expect to be in the next 12 months. Pricing is designed to suit the needs of fast-growth and larger merchants.

      Zendesk Support Suite

      Starting Price

      $19 per agent/month billed annually

      Editions & Modules

      Zendesk Support Suite editions and modules pricing
      EditionModules
      Suite Team$49.001
      Suite Growth$79.002
      Suite Professional$99.003
      Suite Enterprise$150.004
      Additional Enterprise-Ready Plans, starting at...$215.005
      Support Team (Foundational Support Only)$19.006

      Footnotes

      1. per agent/month billed annually
      2. per agent/month billed annually
      3. per agent/month billed annually
      4. per agent/month billed annually
      5. per agent/month billed annually
      6. per agent/month billed annually

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Optional

      Additional Details

      Likelihood to Renew

      Brightpearl

      Brightpearl has proved to work out for our company and we have no need or intention to let it go. Rather we intend to build on what we've accomplished and it will no doubt help us scale our business and meet our ambitions.
      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.
      Read full review

      Usability

      Brightpearl

      Brightpearl can be a little confusing to begin with, there are a lot of options to look through and working out the intricacies takes some time depending on what you would like to be able to do on it and what your account is set up to do. It is however very thorough and once you can work your way around it most of the functions are fairly simple to use and very detailed.
      Read full review

      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
      Read full review

      Reliability and Availability

      Brightpearl

      Brightpearl is always easily accessibly anywhere that you can find an internet source. I have checked our stock levels when we have been off site at Ham Rally's at home and on my way home or to work if needs be. That is probably one of the best features of this system.
      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.
      Read full review

      Performance

      Brightpearl

      Brightpearl performs very well and integrates very well with our Metapak packing and despatch system. IT also intergrates very well with Amazon and we have used Ebay although there have been complications with Ebay and stock levels. We use Ebay mostly for second hand items of which we only have one so have skipped using Brighpearl for these products.
      Read full review

      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

      Brightpearl

      Brightpearl was ALWAYS great at responding to us. Their customer service was quick and responsive. Unfortunately, the responses were often that "engineers were working on it" but nothing seemed to ever come of that. I realize that Brightpearl is a large company that a lot of businesses rely on. But when you can't hit "enter" when trying to search in the front-end POS, that type of behavior should be changed very quickly and it never was. Admittedly, small things, but those annoyances tend to ultimately affect the overall experience.
      Read full review

      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.
      Read full review

      In-Person Training

      Brightpearl

      No in house training was given.
      Read full review

      Zendesk

      No answers on this topic

      Online Training

      Brightpearl

      The online training was very helpful in the areas we were shown and was implemented very well via a Skype call and an presentation done via the internet. However it was not thorough enough for all of our needs in certain areas. More training in person on site would have been very helpful.
      Read full review

      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.
      Read full review

      Implementation Rating

      Brightpearl

      Implementation was generally perfect, but if you are coming across from Sage I personally would recommend doing this as baby steps.
      We tried to import our entire Sage history in one batch and that was a bad idea hence the 9/10. That was mainly our fault and nothing on Brightpearl.
      Read full review

      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
      Read full review

      Alternatives Considered

      Brightpearl

      Initially we went with Brightpearl because it was an all in one solution. Salesforce CRM capabilities right out of the box far surpass Brightpearl's, but there's no inventory or accounting system pre-built in. We are currently moving away from Brightpearl for both CRM and accounting functions however.
      Read full review

      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.
      Read full review

      Scalability

      Brightpearl

      Brightpearl's ability to increase or expand its capacity and retain its performance levels to accommodate growth were acceptable but not fantastic. The program was constantly making changes which can be useful, but was also confusing & hard to keep up with since we were never updated that changes were about to be made or had been made.
      Read full review

      Zendesk

      No answers on this topic

      Return on Investment

      Brightpearl

      • It's really difficult to say. While everything is now in one place, we've spent a ton of time with support and figuring things out on our own.
      • We've also had to spend a ton of money with our CPAs fixing our financials every month.
      • However, the sales piece has streamlined our process for shipping orders out in a timely basis.
      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.
      Read full review

      Screenshots

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