Helpshift vs. Zoho Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Helpshift
Score 7.8 out of 10
N/A
Helpshift is a help desk software deployed as an in-application SDK to provide users with in-app service.
$150
per month issue
Zoho Desk
Score 9.0 out of 10
N/A
Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
$0
Pricing
HelpshiftZoho Desk
Editions & Modules
Starter
$150.00
per month Issue
Enterprise
Please contact Helpshift
per month Issue
Growth
Please contact Helpshift
per month Issue
Free
$0
Standard
$14
per user
Professional
$23
per user
Enterprise
$40
per user
Offerings
Pricing Offerings
HelpshiftZoho Desk
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesYes
More Pricing Information
Features
HelpshiftZoho Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Helpshift
6.4
4 Ratings
Zoho Desk
10.0
1 Ratings
Organize and prioritize service tickets5.54 Ratings10.01 Ratings
Expert directory3.74 Ratings10.01 Ratings
Subscription-based notifications6.43 Ratings10.01 Ratings
ITSM collaboration and documentation4.53 Ratings10.01 Ratings
Ticket creation and submission9.13 Ratings10.01 Ratings
Ticket response9.14 Ratings10.01 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Helpshift
5.0
4 Ratings
Zoho Desk
10.0
1 Ratings
External knowledge base1.04 Ratings10.01 Ratings
Internal knowledge base9.13 Ratings10.01 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Helpshift
4.6
4 Ratings
Zoho Desk
10.0
1 Ratings
Customer portal5.53 Ratings10.01 Ratings
IVR2.71 Ratings00 Ratings
Social integration7.31 Ratings00 Ratings
Email support2.84 Ratings10.01 Ratings
Help Desk CRM integration4.52 Ratings10.01 Ratings
User Ratings
HelpshiftZoho Desk
Likelihood to Recommend
9.1
(4 ratings)
8.8
(20 ratings)
Usability
9.0
(1 ratings)
9.2
(12 ratings)
Support Rating
9.1
(4 ratings)
8.0
(12 ratings)
User Testimonials
HelpshiftZoho Desk
Likelihood to Recommend
Helpshift Inc.
If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.
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Zoho Corporation
The user friendly android and IOS applications are one of the best features of Zoho Desk although if you are expecting a Desktop application then you will be disappointed and will have to access it from your browser which can be slow sometimes, depending on your internet connection. The work flow of tickets submission either manually through the dashboard or mobile application, and tickets assignment to other agents along with tracking tickets and agents' performance is very easily executed with no issues being faced.
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Pros
Helpshift Inc.
  • Their customer support is very responsive. If they have any problems, they fix them quickly.
  • They are constantly trying to improve and expand their offering, which is beneficial to our growing company.
  • It is very user-friendly and easy to manage. The analytics are pretty good as well.
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Zoho Corporation
  • Report features give the all insights of the customer team and customer support which enables us to make changes according to it.
  • The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard.
  • I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module.
  • It is completely a feature rich platform.
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Cons
Helpshift Inc.
  • While I am not an engineer; it is known that Helpshift can be a bit of a pain to get it implemented into our applications.
  • There are some issues with the badge when it comes to the notifications of messages that let the user know they have a reply from customer service.
  • The website dashboard that is used to respond to customers has trouble sometimes and is very slow.
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Zoho Corporation
  • When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome.
  • Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :)
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Usability
Helpshift Inc.
Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon.
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Zoho Corporation
At times Zoho [Desk] can be a bit glitchy. It does not auto refresh on the ticketing system, and even f it tells you there is a new ticket clicking it does nothing and you need to refresh the page for it to work. We have found at times that is can become unresponsive, although this usually doesn't last for longer than 15-30 mins.
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Support Rating
Helpshift Inc.
The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
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Zoho Corporation
Zoho Desk has a technical team of professionals, who are well informed, and they know how to share the knowledge with the other players. Besides, they are competent in dealing with all kinds of customers, from divergent locations, and adopt their differences. Lastly, when called upon to solve an issue, they are quickly responsive.
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Alternatives Considered
Helpshift Inc.
Zendesk is used for customer communication via email and Helpshift is used for chat, they are for the same purpose but with different response times.
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Zoho Corporation
After trialing and using Zoho Desk, we decided to move onto another product. Zoho has many features that make it a great product, but ease and intuitiveness of use was lacking for us.
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Return on Investment
Helpshift Inc.
  • The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift.
  • The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools.
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Zoho Corporation
  • Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
  • By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
  • All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.
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