What users are saying about
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Top Rated
655 Ratings
2 Ratings
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Score 8.2 out of 100

Zendesk Support Suite

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Top Rated
655 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Glia (formerly Salemove)

It is well suited for repeatable user journeys that require a high touch and service environment. Glia excels at providing tools that enable and create engagement, in a diverse form of options and methods. It is fully customizable and integration is better than simple. Glia is probably less suited for an organization that is looking for a self-service engagement tool, not manned by users.
Thomas Cesari | 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

Incident and problem management

Glia (formerly Salemove)
Zendesk Support Suite
6.8
Organize and prioritize service tickets
Glia (formerly Salemove)
Zendesk Support Suite
7.0
Expert directory
Glia (formerly Salemove)
Zendesk Support Suite
6.5
Subscription-based notifications
Glia (formerly Salemove)
Zendesk Support Suite
5.4
ITSM collaboration and documentation
Glia (formerly Salemove)
Zendesk Support Suite
7.5
Ticket creation and submission
Glia (formerly Salemove)
Zendesk Support Suite
7.5
Ticket response
Glia (formerly Salemove)
Zendesk Support Suite
7.1

Self Help Community

Glia (formerly Salemove)
Zendesk Support Suite
6.9
External knowledge base
Glia (formerly Salemove)
Zendesk Support Suite
7.1
Internal knowledge base
Glia (formerly Salemove)
Zendesk Support Suite
6.8

Multi-Channel Help

Glia (formerly Salemove)
Zendesk Support Suite
6.8
Customer portal
Glia (formerly Salemove)
Zendesk Support Suite
6.1
IVR
Glia (formerly Salemove)
Zendesk Support Suite
6.0
Social integration
Glia (formerly Salemove)
Zendesk Support Suite
8.1
Email support
Glia (formerly Salemove)
Zendesk Support Suite
7.3
Help Desk CRM integration
Glia (formerly Salemove)
Zendesk Support Suite
6.4

Pros

Glia (formerly Salemove)

  • 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.
Anonymous | 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

Glia (formerly Salemove)

  • 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.
Thomas Cesari | 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

Glia (formerly Salemove)

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

Glia (formerly Salemove)

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

Glia (formerly Salemove)

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

Glia (formerly Salemove)

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

Glia (formerly Salemove)

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.
Thomas Cesari | TrustRadius Reviewer

Zendesk Support Suite

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.
Kevin Pearce | TrustRadius Reviewer

Online Training

Glia (formerly Salemove)

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

Glia (formerly Salemove)

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

Glia (formerly Salemove)

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.
Thomas Cesari | 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

Glia (formerly Salemove)

  • We have seen NPS results increase since using SaleMove
Anonymous | 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

Glia (formerly Salemove)

General

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

Glia (formerly Salemove) 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

Glia (formerly Salemove)
8.2
Zendesk Support Suite
5.9

Likelihood to Renew

Glia (formerly Salemove)
Zendesk Support Suite
10.0

Usability

Glia (formerly Salemove)
Zendesk Support Suite
8.0

Reliability and Availability

Glia (formerly Salemove)
Zendesk Support Suite
8.6

Performance

Glia (formerly Salemove)
Zendesk Support Suite
8.0

Support Rating

Glia (formerly Salemove)
8.2
Zendesk Support Suite
6.3

In-Person Training

Glia (formerly Salemove)
Zendesk Support Suite
10.0

Online Training

Glia (formerly Salemove)
Zendesk Support Suite
7.9

Implementation Rating

Glia (formerly Salemove)
Zendesk Support Suite
9.0

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