What users are saying about
3 Ratings
Top Rated
853 Ratings
3 Ratings
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Score 8 out of 100
Top Rated
853 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Feature Set Ratings

  • C2 ATOM ranks higher in 1 feature set: Incident and problem management

Incident and problem management

7.8

C2 ATOM

78%
6.7

Zendesk Support Suite

67%
C2 ATOM ranks higher in 6/8 features

Organize and prioritize service tickets

8.0
80%
1 Rating
7.0
70%
88 Ratings

Expert directory

9.0
90%
1 Rating
5.7
57%
55 Ratings

Self-service tools

8.0
80%
1 Rating
N/A
0 Ratings

Subscription-based notifications

6.0
60%
1 Rating
5.7
57%
62 Ratings

ITSM collaboration and documentation

8.0
80%
1 Rating
6.1
61%
58 Ratings

ITSM reports and dashboards

8.0
80%
1 Rating
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
7.9
79%
89 Ratings

Ticket response

N/A
0 Ratings
7.7
77%
88 Ratings

ITSM asset management

7.5

C2 ATOM

75%

Zendesk Support Suite

Feature Set Not Supported
N/A
C2 ATOM ranks higher in 2/2 features

Configuration mangement

8.0
80%
1 Rating
N/A
0 Ratings

Asset management dashboard

7.0
70%
1 Rating
N/A
0 Ratings

Change management

9.0

C2 ATOM

90%

Zendesk Support Suite

Feature Set Not Supported
N/A
C2 ATOM ranks higher in 2/2 features

Change requests repository

9.0
90%
1 Rating
N/A
0 Ratings

Change calendar

9.0
90%
1 Rating
N/A
0 Ratings

Self Help Community

C2 ATOM

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

C2 ATOM

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
6.5
65%
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

  • C2 ATOM is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.0

C2 ATOM

80%
1 Rating
6.9

Zendesk Support Suite

69%
127 Ratings

Likelihood to Renew

C2 ATOM

N/A
0 Ratings
10.0

Zendesk Support Suite

100%
39 Ratings

Usability

C2 ATOM

N/A
0 Ratings
9.9

Zendesk Support Suite

99%
19 Ratings

Availability

C2 ATOM

N/A
0 Ratings
8.6

Zendesk Support Suite

86%
26 Ratings

Performance

C2 ATOM

N/A
0 Ratings
8.0

Zendesk Support Suite

80%
20 Ratings

Support Rating

C2 ATOM

N/A
0 Ratings
8.3

Zendesk Support Suite

83%
49 Ratings

In-Person Training

C2 ATOM

N/A
0 Ratings
10.0

Zendesk Support Suite

100%
1 Rating

Online Training

C2 ATOM

N/A
0 Ratings
7.9

Zendesk Support Suite

79%
9 Ratings

Implementation Rating

C2 ATOM

N/A
0 Ratings
9.0

Zendesk Support Suite

90%
35 Ratings

Configurability

C2 ATOM

N/A
0 Ratings
9.3

Zendesk Support Suite

93%
3 Ratings

Likelihood to Recommend

Sherweb

This is a great tool for small to mid size companies. It does what a help desk requires. However it does not have the options of a Remedy or Service Now:
  • Access your help desk anytime, anywhere using iPhone app.
  • Create SLA and provide quality services in time, to your end users
  • Manage your purchases right from the birth of the PO
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

Sherweb

  • Great Dashboard
  • Easy to read and use graphical user interface
  • Very detailed contact list
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

Sherweb

  • Alerts to advise when ticket thresholds avec been exceeded
  • The chat option is unnecessary with all the communication channels available
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

C2 ATOM

Starting Price

$0

Editions & Modules

C2 ATOM editions and modules pricing
EditionModules
C2 ATOM On-PremiseContact us1
SMALL TEAM502
ACROSS YOUR BUSINESS653
Starting Price$62.004

Footnotes

  1. none
  2. per user per month
  3. per user per month
  4. per month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Required $6,000

Additional Details

Cloud version includes monthly subscription license, updates, hosting & support. Concurrent Licensing only. Yearly plan paid annually. Custom-cloud & Enterprise version available with additional options & features. Contact our team for more details.

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

Sherweb

No answers on this topic

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

Sherweb

No answers on this topic

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

Sherweb

No answers on this topic

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

Sherweb

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

Sherweb

No answers on this topic

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

Online Training

Sherweb

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.
Read full review

Implementation Rating

Sherweb

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
Read full review

Alternatives Considered

Sherweb

It all came down to cost. Total cost vs available functionality However, being a Quebec based company the decision to purchase from a local company did have a factor in the decision making.
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

Return on Investment

Sherweb

  • Positive impact due to legacy application it replaced (more functionalities)
  • Offered an ITIL structured service catalog
  • Great solution that can support IT Service Center activities.
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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