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>
93 Ratings
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Top Rated
843 Ratings

Desk.com

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93 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Zendesk Support Suite

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Top Rated
843 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

    Incident and problem management

    Desk.com

    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
    6.5
    65%
    58 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.1
    81%
    89 Ratings

    Ticket response

    N/A
    0 Ratings
    7.8
    78%
    88 Ratings

    Self Help Community

    Desk.com

    Feature Set Not Supported
    N/A
    6.7

    Zendesk Support Suite

    67%
    Zendesk Support Suite ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    6.8
    68%
    75 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    6.6
    66%
    70 Ratings

    Multi-Channel Help

    Desk.com

    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
    6.8
    68%
    69 Ratings

    IVR

    N/A
    0 Ratings
    5.1
    51%
    29 Ratings

    Social integration

    N/A
    0 Ratings
    6.6
    66%
    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

    • Desk.com is rated higher in 4 areas: Likelihood to Recommend, Performance, Support Rating, Implementation Rating
    • Zendesk Support Suite is rated higher in 2 areas: Usability, Availability
    • Desk.com and Zendesk Support Suite are tied in 1 area: Likelihood to Renew

    Likelihood to Recommend

    8.2

    Desk.com

    82%
    46 Ratings
    7.1

    Zendesk Support Suite

    71%
    127 Ratings

    Likelihood to Renew

    10.0

    Desk.com

    100%
    15 Ratings
    10.0

    Zendesk Support Suite

    100%
    39 Ratings

    Usability

    8.3

    Desk.com

    83%
    27 Ratings
    9.9

    Zendesk Support Suite

    99%
    19 Ratings

    Availability

    1.0

    Desk.com

    10%
    4 Ratings
    8.6

    Zendesk Support Suite

    86%
    26 Ratings

    Performance

    10.0

    Desk.com

    100%
    2 Ratings
    8.0

    Zendesk Support Suite

    80%
    20 Ratings

    Support Rating

    8.2

    Desk.com

    82%
    32 Ratings
    7.9

    Zendesk Support Suite

    79%
    49 Ratings

    In-Person Training

    Desk.com

    N/A
    0 Ratings
    10.0

    Zendesk Support Suite

    100%
    1 Rating

    Online Training

    Desk.com

    N/A
    0 Ratings
    7.9

    Zendesk Support Suite

    79%
    9 Ratings

    Implementation Rating

    10.0

    Desk.com

    100%
    2 Ratings
    9.0

    Zendesk Support Suite

    90%
    35 Ratings

    Configurability

    Desk.com

    N/A
    0 Ratings
    9.3

    Zendesk Support Suite

    93%
    3 Ratings

    Likelihood to Recommend

    Salesforce

    Once I had to search the logs to find cases and data on a particular keyword, but I was not able to do so as there was no search tool available, nor was there a sort or filter tool. I was totally frustrated as I had to skim through the data to complete my task manually.
    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

    Salesforce

    • Desk.com automatically tracks analytics on all cases coming in and going out.
    • Desk.com helps prevent multiple people from working on the same case. However, it does allow us to assign the case to someone else if we feel that person is more qualified to address the case.
    • Desk.com has very few bugs or server issues that we've seen. This helps prevent any delays in communicating with our customers.
    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

    Salesforce

    • 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
    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

    Desk.com

    Starting Price

    Editions & Modules

    Desk.com 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

      Salesforce

      We will be very likely to renew our contract with Desk.com. It is easy to use, and provides us with everything we need to keep our customers and employees happy. They have also been very helpful in catering the application to our specific and unique needs, including working across brands and adding specific content for our products
      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

      Salesforce

      Desk.com and Salesforce Service Cloud's usability is seamless to get up and running, administer, and scale across the organization. It allows us to get up and running in days rather than weeks and has transformed our customer support teams globally into efficient, world-class teams. The best practices that the Salesforce and Desk.com teams provide are also very valuable, as we have the right case studies and tips to implement right away in our organization.
      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

      Salesforce

      We've never had a problem with Desk.com's availability.
      Read full review

      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

      Salesforce

      Fast, responsive, gorgeous, and fun. It's always run like a thoroughbred for me.
      Read full review

      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

      Salesforce

      Their support leaves much to be desired. They do not respond quickly and do not follow up with feature requests. There is also a lack of on-demand or live training available for the teams to use as they learn a new tool. Because there is so much customization, a lot of questions do come up regularly.
      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

      Salesforce

      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

      Salesforce

      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.
      Read full review

      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

      Salesforce

      Overall, it performs a lot better than all three combined, with a lot fewer glitches and a lot more user-friendly and user experience efficiency. Any new link that needs to be done, takes a lot less time to execute on desk compared to the three others. Simply advanced when it comes to execution this platform is.
      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

      Salesforce

      • 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.
      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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