What users are saying about
10 Ratings
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Top Rated
808 Ratings
10 Ratings
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Score 9.7 out of 100

Zendesk Support Suite

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Top Rated
808 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

Feature Set Ratings

    Security

    9.7

    Custify

    97%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    Custify ranks higher in 1/1 features

    Role-based user permissions

    9.7
    97%
    10 Ratings
    N/A
    0 Ratings

    Platform & Infrastructure

    9.7

    Custify

    97%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    Custify ranks higher in 1/1 features

    API

    9.7
    97%
    10 Ratings
    N/A
    0 Ratings

    Customer Data Extraction / Integration

    9.4

    Custify

    94%

    Zendesk Support Suite

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

    Product usage

    9.7
    97%
    10 Ratings
    N/A
    0 Ratings

    Help desk / support tickets

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Customer Success Management

    9.6

    Custify

    96%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    Custify ranks higher in 6/6 features

    Sponsor tracking

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Customer profiles

    9.7
    97%
    10 Ratings
    N/A
    0 Ratings

    Automated workflow

    9.0
    90%
    10 Ratings
    N/A
    0 Ratings

    Internal collaboration

    10.0
    100%
    10 Ratings
    N/A
    0 Ratings

    Customer health scoring

    10.0
    100%
    10 Ratings
    N/A
    0 Ratings

    Customer segmentation

    10.0
    100%
    10 Ratings
    N/A
    0 Ratings

    CSM Reporting & Analytics

    9.5

    Custify

    95%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    Custify ranks higher in 3/3 features

    Customer health trends

    10.0
    100%
    10 Ratings
    N/A
    0 Ratings

    Engagement analytics

    9.4
    94%
    10 Ratings
    N/A
    0 Ratings

    Dashboards

    9.1
    91%
    2 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Custify

    Feature Set Not Supported
    N/A
    7.1

    Zendesk Support Suite

    71%
    Zendesk Support Suite ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    7.3
    73%
    87 Ratings

    Expert directory

    N/A
    0 Ratings
    6.2
    62%
    55 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    6.1
    61%
    62 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    6.8
    68%
    58 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.1
    81%
    88 Ratings

    Ticket response

    N/A
    0 Ratings
    7.9
    79%
    87 Ratings

    Self Help Community

    Custify

    Feature Set Not Supported
    N/A
    6.9

    Zendesk Support Suite

    69%
    Zendesk Support Suite ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    7.0
    70%
    75 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    6.8
    68%
    70 Ratings

    Multi-Channel Help

    Custify

    Feature Set Not Supported
    N/A
    6.7

    Zendesk Support Suite

    67%
    Zendesk Support Suite ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    7.0
    70%
    69 Ratings

    IVR

    N/A
    0 Ratings
    5.3
    53%
    29 Ratings

    Social integration

    N/A
    0 Ratings
    6.6
    66%
    53 Ratings

    Email support

    N/A
    0 Ratings
    7.6
    76%
    84 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    7.0
    70%
    63 Ratings

    Attribute Ratings

    • Custify is rated higher in 2 areas: Likelihood to Recommend, Support Rating
    • Zendesk Support Suite is rated higher in 1 area: Usability

    Likelihood to Recommend

    9.7

    Custify

    97%
    10 Ratings
    7.2

    Zendesk Support Suite

    72%
    126 Ratings

    Likelihood to Renew

    Custify

    N/A
    0 Ratings
    10.0

    Zendesk Support Suite

    100%
    38 Ratings

    Usability

    8.0

    Custify

    80%
    1 Rating
    9.5

    Zendesk Support Suite

    95%
    18 Ratings

    Availability

    Custify

    N/A
    0 Ratings
    8.6

    Zendesk Support Suite

    86%
    26 Ratings

    Performance

    Custify

    N/A
    0 Ratings
    8.0

    Zendesk Support Suite

    80%
    20 Ratings

    Support Rating

    10.0

    Custify

    100%
    1 Rating
    6.9

    Zendesk Support Suite

    69%
    49 Ratings

    In-Person Training

    Custify

    N/A
    0 Ratings
    10.0

    Zendesk Support Suite

    100%
    1 Rating

    Online Training

    Custify

    N/A
    0 Ratings
    7.9

    Zendesk Support Suite

    79%
    9 Ratings

    Implementation Rating

    Custify

    N/A
    0 Ratings
    9.0

    Zendesk Support Suite

    90%
    35 Ratings

    Likelihood to Recommend

    Custify

    Two big use cases where it's very well suited: onboarding of our clients and churn prevention. It just saves me so much time and helps me recommend more strategic suggestions. At the end of the day I can see my productivity being a lot higher than before having Custify.
    Georgiana Florea | 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

    Pros

    Custify

    • As many health scores as you want per account on one screen.
    • As many lifecycles as you want per account on one screen.
    • Lots of health history information per client on one screen.
    • Very easy usage for team collaboration.
    Anonymous | 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

    Custify

    • There was a problem integrating our CRM at first, and to be honest, I almost switched to another product because it's a big deal for us, but they got it worked out significantly faster than any of us guessed it would take, so we stayed, and I'm glad it worked out.
    • The main data point still missing is global revenue. I reached out and they said it's in the works. The software is making us money, so we're staying and hope this works out as fast as the CRM issue.
    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

    Pricing Details

    Custify

    General

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

    Starting Price

    Custify Editions & Modules

    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

    Likelihood to Renew

    Custify

    No score
    No answers yet
    No answers on this topic

    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

    Custify

    Custify 8.0
    Based on 1 answer
    Overall a great tool with very useful features. It's UI seems a bit clunky and there is no full dashboard. Without these it takes a bit of work to find what you need and get an overview of current activity. Also, implementing everything takes a bit of work. I would recommend it to any saas that is serious about scaling and has a customer success dept
    Anonymous | TrustRadius Reviewer

    Zendesk Support Suite

    Zendesk Support Suite 9.5
    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

    Custify

    No score
    No answers yet
    No answers on this topic

    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

    Custify

    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

    Custify

    Custify 10.0
    Based on 1 answer
    Philipp has been there for us throughout the process. Very nice guy and a great help. He guided us in setting KPIs, goals, healthscores. Really gave us a lot more than we wanted. We also had some custom integrations and even though they did not support them, their team released a patch for our CRM so we could integrate it
    Anonymous | TrustRadius Reviewer

    Zendesk Support Suite

    Zendesk Support Suite 6.9
    Based on 49 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

    Custify

    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

    Custify

    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

    Custify

    This software makes it easy to analyze your data and optimize your onboarding - maybe the easiest I've seen, but you've got to be willing to dig into its features and setting. And of course without their Concierge Onboarding this is not so easy.
    Maria-Mirabela Ganta | 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

    Return on Investment

    Custify

    • Positive impact on churn reduction.
    • Easy view of the customer onboarding progress.
    • Playbooks make contacting a specific group of clients very easy.
    Nemanja Klajic | 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

    Zendesk Support Suite

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