What users are saying about
112 Ratings
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Top Rated
811 Ratings
112 Ratings
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Score 8.1 out of 100

Zendesk Support Suite

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Top Rated
811 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

  • Datto Autotask PSA ranks higher in 1 feature set: Incident and problem management

Incident and problem management

7.7

Autotask PSA

77%
7.1

Zendesk Support Suite

71%
Datto Autotask PSA ranks higher in 7/9 features

Organize and prioritize service tickets

7.3
73%
28 Ratings
7.3
73%
87 Ratings

Expert directory

7.4
74%
22 Ratings
6.2
62%
55 Ratings

Service restoration

8.3
83%
18 Ratings
N/A
0 Ratings

Self-service tools

8.0
80%
22 Ratings
N/A
0 Ratings

Subscription-based notifications

8.0
80%
19 Ratings
6.1
61%
62 Ratings

ITSM collaboration and documentation

7.0
70%
19 Ratings
6.8
68%
58 Ratings

ITSM reports and dashboards

8.0
80%
22 Ratings
N/A
0 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

ITSM asset management

7.1

Autotask PSA

71%

Zendesk Support Suite

Feature Set Not Supported
N/A
Datto Autotask PSA ranks higher in 3/3 features

Configuration mangement

7.0
70%
21 Ratings
N/A
0 Ratings

Asset management dashboard

6.7
67%
19 Ratings
N/A
0 Ratings

Policy and contract enforcement

7.8
78%
16 Ratings
N/A
0 Ratings

Change management

7.5

Autotask PSA

75%

Zendesk Support Suite

Feature Set Not Supported
N/A
Datto Autotask PSA ranks higher in 3/3 features

Change requests repository

7.4
74%
23 Ratings
N/A
0 Ratings

Change calendar

7.0
70%
19 Ratings
N/A
0 Ratings

Service-level management

8.2
82%
25 Ratings
N/A
0 Ratings

Self Help Community

Autotask PSA

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

Autotask PSA

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

  • Datto Autotask PSA is rated higher in 2 areas: Likelihood to Recommend, Support Rating
  • Zendesk Support Suite is rated higher in 2 areas: Likelihood to Renew, Usability

Likelihood to Recommend

7.6

Autotask PSA

76%
28 Ratings
7.2

Zendesk Support Suite

72%
126 Ratings

Likelihood to Renew

9.0

Autotask PSA

90%
1 Rating
10.0

Zendesk Support Suite

100%
38 Ratings

Usability

9.0

Autotask PSA

90%
1 Rating
9.5

Zendesk Support Suite

95%
18 Ratings

Availability

Autotask PSA

N/A
0 Ratings
8.6

Zendesk Support Suite

86%
26 Ratings

Performance

Autotask PSA

N/A
0 Ratings
8.0

Zendesk Support Suite

80%
20 Ratings

Support Rating

8.4

Autotask PSA

84%
8 Ratings
7.0

Zendesk Support Suite

70%
49 Ratings

In-Person Training

Autotask PSA

N/A
0 Ratings
10.0

Zendesk Support Suite

100%
1 Rating

Online Training

Autotask PSA

N/A
0 Ratings
7.9

Zendesk Support Suite

79%
9 Ratings

Implementation Rating

Autotask PSA

N/A
0 Ratings
9.0

Zendesk Support Suite

90%
35 Ratings

Likelihood to Recommend

Autotask PSA

In my opinion, Datto Autotask is exceptionally complicated to set up, manage, and use on a daily basis. I would think the target market for this product would be someone managing a team of 20 - 50 people, possibly more. In my experience, for it to run properly you will need to dedicate at least half an FTE to running this product in an organization of that size per month. I would not recommend it for companies with less than 10 people or for companies that value quick communication with their clients. I would not recommend it for companies using Datto's RMM product. The integration exists, but it is clearly a bolt-on. They were not developed together and they are slow to talk to each other. Frequently you cannot add details from RMM sessions into the PSA without manually copying the ticket number, and if the ticket is more than a week old, then you can't even find it with the ticket number.
Howard Rabb | 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

Autotask PSA

  • 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 | 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

Autotask PSA

  • 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.
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

Autotask PSA

General

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

Starting Price

Autotask PSA 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

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
After using multiple products on the market, Autotask was intuitive and easy to manage.
Daniel J. Lewis | TrustRadius Reviewer

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

Autotask PSA

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

Autotask PSA

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

Autotask PSA

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

Autotask PSA

Autotask PSA 8.4
Based on 8 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 | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 7.0
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

Autotask PSA

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

Autotask PSA

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

Autotask PSA

The portion of Autotask that we've used other companies for prior to using Autotask is the Endpoint Management. The Autotask Endpoint Management (AEM) portal integrates perfectly with their PSA/CRM tools. It's alerting features are much better than the above software as there aren't a bunch of superfluous and unneeded alerts. Instead, it only alerts for things that you specify that you want.Alerts aside, for the PSA/CRM, I don't have much to compare it to as Autotask was the first PSA we tried. It's hard to imagine a PSA having more features or doing a better job than Autotask.
Dan Gospe | 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

Autotask PSA

  • We were able to identify the profitability of our entire client base.
  • We identified a loss of over 1 million dollars for time unbilled consultancy fees using metrics derived from Autotask.
  • Autotask helped us serve our client base in a professional manner, it's like having an entire department at your finger tips.
  • Autotask is the heartbeat of our operation.
Anonymous | 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

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