What users are saying about
48 Ratings
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Top Rated
655 Ratings
48 Ratings
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Score 7.8 out of 100

Zendesk Support Suite

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Top Rated
655 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

Likelihood to Recommend

Five9

Well suited:Environments that don't require texting, and where users are highly technical and able to troubleshoot on your own. We've found that we need an internal tools manager AND an expert on each sales/support team to successfully onboard new team members and ensure current team members know how to use the tool.Not well-suited
  1. Organizations that rely on texting.
  2. Organizations with low tech literacy on their teams.
  3. Organizations with little ability to manage tools like this.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

ZenDesk is great if you have a large source of incoming data. For us, we managed over 500 endpoints with a lot of users who have something to ask/request/complain about. So we need a system that will take all that data in. If your source of data is smaller and can be handled by a group email - then ZenDesk may not be a fit for you, but consider it as your company grows.
Justin Esgar | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Five9
7.9
Zendesk Support Suite
Agent dashboard
Five9
7.0
Zendesk Support Suite
Validate callers
Five9
8.0
Zendesk Support Suite
Outbound response
Five9
8.0
Zendesk Support Suite
Call forwarding
Five9
6.0
Zendesk Support Suite
Warm transfer
Five9
7.0
Zendesk Support Suite
Predictive dialing
Five9
8.0
Zendesk Support Suite
Call tracking
Five9
9.0
Zendesk Support Suite
Multichannel integration
Five9
9.0
Zendesk Support Suite
CRM software integration
Five9
9.0
Zendesk Support Suite

Workforce Optimization (WFO)

Five9
9.1
Zendesk Support Suite
Inbound call routing
Five9
9.0
Zendesk Support Suite
Recording
Five9
9.0
Zendesk Support Suite
Quality management
Five9
9.3
Zendesk Support Suite
Call analytics
Five9
9.0
Zendesk Support Suite
Historical reporting
Five9
9.0
Zendesk Support Suite
Live reporting
Five9
9.0
Zendesk Support Suite

Incident and problem management

Five9
Zendesk Support Suite
7.2
Organize and prioritize service tickets
Five9
Zendesk Support Suite
7.2
Expert directory
Five9
Zendesk Support Suite
7.2
Subscription-based notifications
Five9
Zendesk Support Suite
5.7
ITSM collaboration and documentation
Five9
Zendesk Support Suite
8.0
Ticket creation and submission
Five9
Zendesk Support Suite
7.8
Ticket response
Five9
Zendesk Support Suite
7.4

Self Help Community

Five9
Zendesk Support Suite
7.4
External knowledge base
Five9
Zendesk Support Suite
7.5
Internal knowledge base
Five9
Zendesk Support Suite
7.3

Multi-Channel Help

Five9
Zendesk Support Suite
7.2
Customer portal
Five9
Zendesk Support Suite
6.7
IVR
Five9
Zendesk Support Suite
5.9
Social integration
Five9
Zendesk Support Suite
8.5
Email support
Five9
Zendesk Support Suite
7.6
Help Desk CRM integration
Five9
Zendesk Support Suite
7.0

Pros

Five9

  • Availability- Five9 has servers in multiple regions and an entire team monitoring 24/7 to make sure we do not have down time.
  • Scalability- We can quickly increase our licenses up and down based on the needs of our clients.
  • Security- We do not have to worry about security.
  • Quality of voice- we are able to use Five9's soft phones and sustain a high quality of voice.
  • Single code set and cloud based software as a service. Competitors we looked at were typically more of a collection of applications.
  • Speed/Ease of use- We can manage Five9 with a single administrator vs an IT department.
  • Compliance- for outbound dialing compliance is built in. We also use their TCPA solution for dialing cellular phones.
  • Future proof: Five9 continues to invest in making their virtual contact center better. This in turn makes our service offering stronger.
Matt Zemon | TrustRadius Reviewer

Zendesk Support Suite

  • Triggers - we're able to automate a significant amount of tasks and repetitive work by relying on Zendesks flexible trigger options.
  • Macros - The ability to create complex message templates with autofilled information is a significant time saver.
  • Collaboration - since Zendesk implemented more transparent communication controls for CC contacts we're able to have more effective communication with customers and relevant stakeholders. This was a much appreciated improvement.
Anonymous | TrustRadius Reviewer

Cons

Five9

  • Java based desktop application is a pain to keep updated.
  • The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
  • The help center for documentation isn't well organized and the documentation needs substantial editing.
Ariana Thompson | TrustRadius Reviewer

Zendesk Support Suite

  • The workflow was fixed, so if your ticket flow didn't fit with how ZenDesk thought it should it was difficult to manage. For example, I like to separate tickets where we are waiting for something from the customer from tickets where I'm waiting for an employee to deliver something. This was impossible, and when I gave that feedback I was told that wasn't a valid way of looking at support. This meant I had to inspect each and every "Pending" ticket every day to separate them to generate a list of tasks.
  • Their ticket UI is weird and difficult to understand.
  • As a manager, I wanted to see what tickets my customer service agents submitted over the past week, but their "View" feature doesn't include OR logic making it impossible to create a proper search. Even just getting a list of all of the tickets that were completed in the past week was impossible without a lot of massaging of the data, and tech. support refused to even answer the question. I had to do two searches, one for "solved" tickets and one for "closed" tickets, and you couldn't change the state workflow since their crazy system doesn't allow it.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Five9

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 10.0
Based on 37 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

Five9

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 8.0
Based on 17 answers
The usability is great, but I do have to be honest and say that I still have a little trouble with the user interface sometimes. I have poor ability to differentiate between similar colors and sometimes if I am not directly in front of my screen I have trouble with the text inputs
Chase Sheaffer | TrustRadius Reviewer

Reliability and Availability

Five9

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 8.6
Based on 26 answers
• Occasional issues, but generally very stable.
• Any scheduled downtime was always communicated effectively with frequent updates on system status. No issues here
Anonymous | TrustRadius Reviewer

Performance

Five9

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

Five9

Five9 8.4
Based on 12 answers
Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 6.2
Based on 52 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

Five9

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

Five9

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 9.0
Based on 34 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

Five9

While we use Invoca and LeadsPedia for more granular tracking and data, Five9 has always sort of been the end all be all. If it's in Five9, it's pretty concrete that the info in Five9 is the correct information. It doesn't matter which campaign a call came through, if it came through at all, it will be seen in Five9.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

We used Freshdesk when it was a relatively new product. We switched to Zendesk later to take advantage of better user management, easier interface and user experience, better reporting tools and to align ourselves with a recognised brand.We use Intercom to engage with customers, however have decided not to use it as our support desk as Zendesk has better ticket prioritisation tools and reporting. However we would consider moving to Intercom if they improved their support desk offering so that our team only had to use one system.
Nikhil George | TrustRadius Reviewer

Return on Investment

Five9

  • We are able to contact more clients on a daily basis
  • We are able to record and monitor phone calls for quality assurance
  • We are able to measure all KPI's for agent performance
  • The Do Not Call list is incredibly easy to add and remove clients
Shanna Kostopulos | TrustRadius Reviewer

Zendesk Support Suite

  • Zendesk has allowed us to create a support infrastructure for a relatively low cost, allowing us to spend our money on hiring great agents who work with the tool.
  • Integrating other tools into Zendesk is easy and allows our agents to work more efficiently, reducing the touches they perform and the costs associated with that.
Anonymous | TrustRadius Reviewer

Screenshots

Zendesk Support Suite

Pricing Details

Five9

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Five9 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

Five9
7.8
Zendesk Support Suite
6.5

Likelihood to Renew

Five9
Zendesk Support Suite
10.0

Usability

Five9
Zendesk Support Suite
8.0

Reliability and Availability

Five9
Zendesk Support Suite
8.6

Performance

Five9
Zendesk Support Suite
8.0

Support Rating

Five9
8.4
Zendesk Support Suite
6.2

In-Person Training

Five9
Zendesk Support Suite
10.0

Online Training

Five9
Zendesk Support Suite
7.9

Implementation Rating

Five9
Zendesk Support Suite
9.0

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