What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
845 Ratings
65 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

Zendesk Support Suite

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
845 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

    Remote Administration

    6.6

    Cisco Webex Support

    66%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    Cisco Webex Support ranks higher in 14/14 features

    Screen sharing

    8.2
    82%
    9 Ratings
    N/A
    0 Ratings

    File transfer

    8.4
    84%
    9 Ratings
    N/A
    0 Ratings

    Instant message

    7.4
    74%
    7 Ratings
    N/A
    0 Ratings

    Secure remote access with Smart Card authentication

    9.0
    90%
    5 Ratings
    N/A
    0 Ratings

    Access to sleeping/powered-off computers

    6.0
    60%
    5 Ratings
    N/A
    0 Ratings

    Over-the-Internet remote session

    8.0
    80%
    9 Ratings
    N/A
    0 Ratings

    Initiate remote control from mobile

    4.3
    43%
    6 Ratings
    N/A
    0 Ratings

    Remote management of servers & workstations

    1.7
    17%
    5 Ratings
    N/A
    0 Ratings

    Remote Active Directory® management

    5.8
    58%
    5 Ratings
    N/A
    0 Ratings

    Centralized management dashboard

    6.9
    69%
    7 Ratings
    N/A
    0 Ratings

    Session record

    8.6
    86%
    7 Ratings
    N/A
    0 Ratings

    Annotations

    6.9
    69%
    7 Ratings
    N/A
    0 Ratings

    Monitoring and Alerts

    6.5
    65%
    5 Ratings
    N/A
    0 Ratings

    Multi-platform remote control

    5.1
    51%
    7 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Cisco Webex Support

    Feature Set Not Supported
    N/A
    6.9

    Zendesk Support Suite

    69%
    Zendesk Support Suite ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    7.2
    72%
    88 Ratings

    Expert directory

    N/A
    0 Ratings
    6.0
    60%
    55 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    6.0
    60%
    62 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    6.4
    64%
    58 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.0
    80%
    89 Ratings

    Ticket response

    N/A
    0 Ratings
    7.8
    78%
    88 Ratings

    Self Help Community

    Cisco Webex Support

    Feature Set Not Supported
    N/A
    6.6

    Zendesk Support Suite

    66%
    Zendesk Support Suite ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    6.7
    67%
    75 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    6.6
    66%
    70 Ratings

    Multi-Channel Help

    Cisco Webex Support

    Feature Set Not Supported
    N/A
    6.6

    Zendesk Support Suite

    66%
    Zendesk Support Suite ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    6.7
    67%
    69 Ratings

    IVR

    N/A
    0 Ratings
    5.1
    51%
    29 Ratings

    Social integration

    N/A
    0 Ratings
    6.5
    65%
    54 Ratings

    Email support

    N/A
    0 Ratings
    7.5
    75%
    85 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    7.0
    70%
    64 Ratings

    Attribute Ratings

    • Cisco Webex Support is rated higher in 1 area: Likelihood to Recommend
    • Zendesk Support Suite is rated higher in 3 areas: Likelihood to Renew, Usability, Support Rating

    Likelihood to Recommend

    7.5

    Cisco Webex Support

    75%
    11 Ratings
    7.1

    Zendesk Support Suite

    71%
    127 Ratings

    Likelihood to Renew

    9.1

    Cisco Webex Support

    91%
    3 Ratings
    10.0

    Zendesk Support Suite

    100%
    39 Ratings

    Usability

    7.0

    Cisco Webex Support

    70%
    1 Rating
    9.9

    Zendesk Support Suite

    99%
    19 Ratings

    Availability

    Cisco Webex Support

    N/A
    0 Ratings
    8.6

    Zendesk Support Suite

    86%
    26 Ratings

    Performance

    Cisco Webex Support

    N/A
    0 Ratings
    8.0

    Zendesk Support Suite

    80%
    20 Ratings

    Support Rating

    1.2

    Cisco Webex Support

    12%
    5 Ratings
    7.9

    Zendesk Support Suite

    79%
    49 Ratings

    In-Person Training

    Cisco Webex Support

    N/A
    0 Ratings
    10.0

    Zendesk Support Suite

    100%
    1 Rating

    Online Training

    Cisco Webex Support

    N/A
    0 Ratings
    7.9

    Zendesk Support Suite

    79%
    9 Ratings

    Implementation Rating

    Cisco Webex Support

    N/A
    0 Ratings
    9.0

    Zendesk Support Suite

    90%
    35 Ratings

    Configurability

    Cisco Webex Support

    N/A
    0 Ratings
    9.3

    Zendesk Support Suite

    93%
    3 Ratings

    Likelihood to Recommend

    Cisco

    We use WebEx Support Center in the IT department to support users as well as work with vendors remotely. This applies to physical desktops, laptops, and Virtual Desktops. We have around 200 employees. Most employees work in one of our offices, but we do have at least 5-10 users who are more frequently remote than they are in the office. It helps us remotely access machines we wouldn't otherwise have access to, due to lack of physical access. It's excellent for troubleshooting access problems from users' personal machines, as well.
    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

    Cisco

    • Simple Remote Access - WebEx Support Center works with either a permanent install or temporary executable, so you don't have to worry about users being particularly comfortable or knowledgeable about software installation. It also doesn't matter if the user is on an account without admin rights, you can still connect and see what's going on using the temporary executable.
    • Robust Access Options - You can take see the user's screen, take control of their screen, send files, and retrieve files. It's a great tool for troubleshooting issues that users might be experiencing and doesn't depend on them being able to find the files that you need to properly troubleshoot their issues.
    • Great performance - Even when users don't have a particularly great internet connection, you can still typically get good results and help them quickly. You're not going to do it over dial-up (if that even still exists for anyone), but it works acceptably well even over very modest DSL or satellite internet connections.
    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

    Cisco

    • During initial setups it can be a little confusing.
    • The look and feel is a little rigid. It feels like it is in need of a smoother UI update.
    • When a new user is introduced to webex and they are asked to share their desktop, it maybe a little difficult for the user to navigate to the correct buttons.
    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

    Cisco Webex Support

    Starting Price

    Editions & Modules

    Cisco Webex Support editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional 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

      Cisco

      The Enterprise package we purchased (Event Center, Remote Support, Meeting Center, and Training Center) for 100 users is the same annual price as GoToMeeting for 25 users. We will renew as it is a package deal. If it were just WebEx Remote Support, we would not renew at all.
      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

      Cisco

      Honestly, there are people available. But none of them will help you with your issues. They just keep assigning new service engineers who are often clueless.
      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

      Cisco

      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

      Cisco

      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

      Cisco

      As a user of Cisco Webex Support, I have never had to contact Cisco for technical support as it is a very easy to use tool.
      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

      Online Training

      Cisco

      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

      Cisco

      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

      Cisco

      I would say that Cisco Webex Support stacks up pretty evenly in capability, but in some regards (video clarity, toll-free access, etc.) they were even better. Where they did provide a better solution for toll-free access on audio bridges, their audio quality was worse for those that wanted to use VoIP for the audio conference bridge.
      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

      Cisco

      • WebEx Support Center works pretty excellently for us as we are a small shop. We are experienced and have pretty good skill sets. WebEx Support Center is an excellent product for our use cases with our users and client to troubleshoot issues.
      • WebEx Support Center is more expensive than our previous product MXIE or Logmein. It has a more user-friendly UI, and overall performance is better and reliable.
      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

      Add comparison