What users are saying about
2 Ratings
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Top Rated
706 Ratings
2 Ratings
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Score 8 out of 100

Zendesk Support Suite

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Top Rated
706 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100

Likelihood to Recommend

Helpjuice

I think it's very well suited for a knowledge database.
Anonymous | 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

Helpjuice
7.0
Zendesk Support Suite
7.9
Expert directory
Helpjuice
7.0
Zendesk Support Suite
7.3
ITSM collaboration and documentation
Helpjuice
7.0
Zendesk Support Suite
8.1
Organize and prioritize service tickets
Helpjuice
Zendesk Support Suite
8.1
Subscription-based notifications
Helpjuice
Zendesk Support Suite
6.6
Ticket creation and submission
Helpjuice
Zendesk Support Suite
8.8
Ticket response
Helpjuice
Zendesk Support Suite
8.4

Self Help Community

Helpjuice
9.0
Zendesk Support Suite
7.8
Internal knowledge base
Helpjuice
9.0
Zendesk Support Suite
7.9
External knowledge base
Helpjuice
Zendesk Support Suite
7.7

Multi-Channel Help

Helpjuice
8.0
Zendesk Support Suite
7.8
Customer portal
Helpjuice
8.0
Zendesk Support Suite
7.6
IVR
Helpjuice
Zendesk Support Suite
7.2
Social integration
Helpjuice
Zendesk Support Suite
7.7
Email support
Helpjuice
Zendesk Support Suite
8.4
Help Desk CRM integration
Helpjuice
Zendesk Support Suite
8.1

Pros

Helpjuice

  • It's stable.
  • It's flexible.
  • It's user-friendly.
Anonymous | 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

Helpjuice

  • It's pretty easy to use as is. The area when forms are uploaded can be improved, seems like it can be done with less effort.
Anonymous | 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

Helpjuice

No score
No answers yet
No answers on this topic

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

Helpjuice

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 8.9
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

Helpjuice

No score
No answers yet
No answers on this topic

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

Helpjuice

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

Helpjuice

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 6.0
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

Helpjuice

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

Helpjuice

No score
No answers yet
No answers on this topic

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

Helpjuice

Helpjuice is more robust and flexible, we can do more with Helpjuice faster than before.
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

Helpjuice

  • The impact is mostly positive, users like the speed and ease.
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

Helpjuice

General

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

Helpjuice Editions & Modules

Additional Pricing Details
Every Plan Comes With A 100% Money-Back Guarantee, No Questions Asked.

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

Helpjuice
8.0
Zendesk Support Suite
7.7

Likelihood to Renew

Helpjuice
Zendesk Support Suite
10.0

Usability

Helpjuice
Zendesk Support Suite
8.9

Reliability and Availability

Helpjuice
Zendesk Support Suite
8.6

Performance

Helpjuice
Zendesk Support Suite
8.0

Support Rating

Helpjuice
Zendesk Support Suite
6.0

In-Person Training

Helpjuice
Zendesk Support Suite
10.0

Online Training

Helpjuice
Zendesk Support Suite
7.9

Implementation Rating

Helpjuice
Zendesk Support Suite
9.0

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