Glia (formerly Salemove) vs Zendesk Support Suite | TrustRadius

What users are saying about

Score 8.2 out of 10

Based on 2 reviews and ratings

Score 7.8 out of 10

Based on 655 reviews and ratings

Feature Rating Comparison

Glia (formerly Salemove)

Zendesk Support Suite

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

Glia (formerly Salemove)

Zendesk Support Suite

External knowledge base

Internal knowledge base

Glia (formerly Salemove)

Zendesk Support Suite

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Pros

The ability to conduct a co-browse session quickly and easily has been a big hit for our customers and employee base.
SaleMove is always looking for creative new ideas to help provide additional value to our customers.

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Verified User

Project Manager in Customer Service

Insurance Company, 10,001+ employees

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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.

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Verified User

Team Lead in Information Technology

Telecommunications Company, 51-200 employees

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Cons

Lack of SMS integration.
The development required for integration into custom CRMs.
Roadmap features AI-powered initiatives, but it is a product that integrates with AI and not a new or advanced AI tool.

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Sr Manager, Modernization

FairstoneFinancial Services, 1001-5000 employees

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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.

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Verified User

General Manager in Engineering

Computer Hardware Company, 1-10 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

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.

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Team Member

Onshape Inc.Computer Software, 51-200 employees

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Usability

No score

No answers yet

No answers on this topic

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

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Co-Founder / Devleoper of Out of Milk

Capigami, IncComputer Software, 1-10 employees

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Reliability and Availability

No score

No answers yet

No answers on this topic

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

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Verified User

Director in Customer Service

Computer Software Company, 201-500 employees

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Performance

No score

No answers yet

No answers on this topic

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.

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CFO/Director of Application Development

New Horizon Software Technologies, Inc.Computer Software, 1-10 employees

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Support Rating

Glia (formerly Salemove) 8.2

Based on 1 answer

This is Glia's largest strength. The integration and initial configuration were done exclusively by Glia, freeing up our limited technology resources. Especially at the beginning of our relationship, the customer success team on a scheduled basis assisted in the review of our data and KPIs while offering strategies to improve services and achieve higher ROI. None of these services were offered for a premium and this demonstrates the commitment Glia has to launch successful partnerships.

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Sr Manager, Modernization

FairstoneFinancial Services, 1001-5000 employees

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Zendesk Support Suite 6.3

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.

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Director of support and services

HyporiComputer & Network Security, 11-50 employees

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Online Training

No score

No answers yet

No answers on this topic

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.

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Co-Founder / Devleoper of Out of Milk

Capigami, IncComputer Software, 1-10 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

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

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Verified User

Director in Customer Service

Computer Software Company, 201-500 employees

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Alternatives Considered

The customer success team was superior, as was the possibility of pro-active engagements across all mediums and platforms. Pricing models in this space are comparable, however, the enhanced auxiliary features, as well as a stronger product road map for development, tipped the scales towards Glia. The product road map is always made available to customers, and most initiatives are deployed on time.

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Sr Manager, Modernization

FairstoneFinancial Services, 1001-5000 employees

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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.

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Support Manager

Spotlight ReportingComputer Software, 11-50 employees

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Return on Investment

We have seen NPS results increase since using SaleMove

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Verified User

Project Manager in Customer Service

Insurance Company, 10,001+ employees

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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.

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Verified User

Team Lead in Customer Service

Consumer Electronics Company, 11-50 employees

View all 98 answers on this topic

Screenshots

See All (3) Glia (formerly Salemove) Screenshots

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Pricing Details

General

Free Trial

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Free/Freemium Version

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Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

Glia (formerly Salemove) Editions & Modules

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Additional Pricing Details

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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

per agent/month billed annually

Additional Pricing Details

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Rating Summary

Glia (formerly Salemove)

Zendesk Support Suite

Glia (formerly Salemove)

Zendesk Support Suite

Glia (formerly Salemove)

Zendesk Support Suite

Glia (formerly Salemove)

Zendesk Support Suite

Glia (formerly Salemove)

Zendesk Support Suite

Glia (formerly Salemove)

Zendesk Support Suite

Glia (formerly Salemove)

Zendesk Support Suite

Glia (formerly Salemove)

Zendesk Support Suite

Glia (formerly Salemove)

Zendesk Support Suite

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