What users are saying about
58 Ratings
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Top Rated
733 Ratings
58 Ratings
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Score 8 out of 100

Zendesk Support Suite

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Top Rated
733 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Likelihood to Recommend

Desk.com

Desk.com is well suited for teams that need to deal with lots of ingoing and outgoing communications. It would be less appropriate for extremely small teams, or for customer service teams that do not need to deal with high volume communications
Michael Kim | 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

Feature Rating Comparison

Incident and problem management

Desk.com
Zendesk Support Suite
7.9
Organize and prioritize service tickets
Desk.com
Zendesk Support Suite
8.1
Expert directory
Desk.com
Zendesk Support Suite
7.4
Subscription-based notifications
Desk.com
Zendesk Support Suite
6.7
ITSM collaboration and documentation
Desk.com
Zendesk Support Suite
8.1
Ticket creation and submission
Desk.com
Zendesk Support Suite
8.9
Ticket response
Desk.com
Zendesk Support Suite
8.6

Self Help Community

Desk.com
Zendesk Support Suite
7.9
External knowledge base
Desk.com
Zendesk Support Suite
7.8
Internal knowledge base
Desk.com
Zendesk Support Suite
8.0

Multi-Channel Help

Desk.com
Zendesk Support Suite
7.9
Customer portal
Desk.com
Zendesk Support Suite
7.7
IVR
Desk.com
Zendesk Support Suite
7.2
Social integration
Desk.com
Zendesk Support Suite
7.7
Email support
Desk.com
Zendesk Support Suite
8.5
Help Desk CRM integration
Desk.com
Zendesk Support Suite
8.2

Pros

Desk.com

  • Desk.com makes tracking customer inquiries easy. A ticket is created for each customer email by linking to our main customer support email address, and we can create tickets manually for logging phone calls. This allows us to have more than one person keeping track of all inquiries, and we can ensure that everyone in our customer support group is fully aware of all inquiries that particular customer has made, since all are tracked under the customer.
  • Desk.com allows us to put metrics around our customer inquires and IT problems by allowing each ticket to be categorized by subjects of our choosing. This way, we are able to track items of importance to our group, running reports on the different labels used for our tickets, and giving us an overall view of what is being inquired about most, allowing us to see any problems or major concerns in real time.
  • Desk.com provides much flexibility for our needs as a company, allowing us to tailor the software for our everyday use. We are able to set up our own email templates, macros, and information site, as well as labels that are more specific to the work we do.
DeeDee Saladino | 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

Desk.com

  • Internal knowledge tools are clunky and annoying to access, outside the regular workflow of everyday staff
  • Arbitrary and confusing limitations in business rules and custom fields
  • Arbitrary and confusing limitations in case handling - for example, if you begin a case as a phone call you CANNOT email the customer from the case. As though no one working at Desk has ever sent a follow-up email...?
  • Not very good for B2B, mid-to-large businesses. Difficult to set business rules based on company information (for example, service level/tier) and nearly impossible to track key stakeholders and get clear insight into the relationship at a high level
  • Reporting tools are clunky, slow, and just all-around pretty useless
Katie Nix | 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

Likelihood to Renew

Desk.com

Desk.com 8.4
Based on 14 answers
I chose an 8 because it is easy to use and integrate we are working to make improvements and our support team has bought in. We are able to track soon to close opportunities in it as well as give good feed back to upper management on headcount and other issues
Benjamin Hemstreet | 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

Desk.com

Desk.com 10.0
Based on 1 answer
The UI is clean, well organized, and extremely functional. They don't waste any pixels on fluff and window dressing. When you're in Desk, you're there to Get Stuff Done.
Vivek Chawla | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 9.0
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

Desk.com

Desk.com 1.0
Based on 2 answers
We've never had a problem with Desk.com's availability.
Vivek Chawla | TrustRadius Reviewer

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

Desk.com

Desk.com 10.0
Based on 1 answer
Fast, responsive, gorgeous, and fun. It's always run like a thoroughbred for me.
Vivek Chawla | TrustRadius Reviewer

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

Desk.com

Desk.com 7.6
Based on 3 answers
For simple questions, their support is extremely responsive but for some more complicated topics it can drag for days. Also I reported bugs a couple of times and they told me it would be updated but that never happened. Also they are not reassigning tickets for agents that are on holiday so if you are unlucky you will need to wait for your agent to return from his vacation to get the assistance.
Vuk Lau | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 5.7
Based on 53 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

Desk.com

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

Desk.com

Desk.com 10.0
Based on 1 answer
As I stated earlier, implementation of Desk.com went more smoothly than most. The resources in the "Support Center" are fantastic, and I never ran into anything that left me stumped, angry, or disappointed.
Vivek Chawla | TrustRadius Reviewer

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

Desk.com

Originally, I was using Salesforce to keep track of students and their progress through the system (with an end goal in mind). It was really great for handling students on a case by case basis with the different fields and and sections for multiple people to complete as the student progresses. Desk.com met our needs from a customer service tracking point of view. We're able to keep track of what types of questions students are asking and gives us an easy communication board for answering questions. These two services are not quite comparable because they serve different purposes but if you're looking to do support, Desk.com is easily customizable
Anonymous | 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

Desk.com

  • Better customer service and employee efficiency when dealing with cases
  • It's so universal, meaning that everyone can use it and it's easy to understand.
  • The only negative impact is that our IT department who is assigned tickets has responded to customers instead of to the local reps and we have to ensure they know to change the email if it's assigned to them.
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

Screenshots

Zendesk Support Suite

Pricing Details

Desk.com

General

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

Desk.com 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

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

Rating Summary

Likelihood to Recommend

Desk.com
8.0
Zendesk Support Suite
7.8

Likelihood to Renew

Desk.com
8.4
Zendesk Support Suite
10.0

Usability

Desk.com
10.0
Zendesk Support Suite
9.0

Reliability and Availability

Desk.com
1.0
Zendesk Support Suite
8.6

Performance

Desk.com
10.0
Zendesk Support Suite
8.0

Support Rating

Desk.com
7.6
Zendesk Support Suite
5.7

In-Person Training

Desk.com
Zendesk Support Suite
10.0

Online Training

Desk.com
Zendesk Support Suite
7.9

Implementation Rating

Desk.com
10.0
Zendesk Support Suite
9.0

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