What users are saying about
2 Ratings
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Top Rated
623 Ratings
2 Ratings
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Score 8.1 out of 100

Zendesk

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Top Rated
623 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Likelihood to Recommend

MaritzCX

I think MaritzCX was a great option for internal and external surveys. I used it for feedback from clients who attended events. It gave me a clean report to show executive leadership about anything from venue, parking, food, and entertainment. It worked for event registration to save money using only one software. I used it for clients to sign up for events. Less of a clean report but works.
Kate Burk | TrustRadius Reviewer

Zendesk

Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
Carmen Johnson | TrustRadius Reviewer

Feature Rating Comparison

Survey Format & Appearance

MaritzCX
6.0
Zendesk
Survey templates
MaritzCX
7.0
Zendesk
Themes
MaritzCX
6.0
Zendesk
Custom logo/branding
MaritzCX
5.0
Zendesk

Survey Content

MaritzCX
8.0
Zendesk
Changes to live survey
MaritzCX
6.0
Zendesk
Question design help
MaritzCX
9.0
Zendesk
Multiple question types
MaritzCX
9.0
Zendesk

Survey Logic

MaritzCX
7.0
Zendesk
Survey logic flexibility
MaritzCX
7.0
Zendesk

Survey Reporting & Analytics

MaritzCX
6.8
Zendesk
Response tracking
MaritzCX
8.0
Zendesk
Data export
MaritzCX
5.0
Zendesk
Standard reports
MaritzCX
8.0
Zendesk
Custom reports
MaritzCX
5.0
Zendesk
Analytics
MaritzCX
8.0
Zendesk

Survey Administration & Security

MaritzCX
7.0
Zendesk
Access controls
MaritzCX
5.0
Zendesk
Compliance
MaritzCX
9.0
Zendesk

Survey Distribution

MaritzCX
5.0
Zendesk
Respondent restrictions
MaritzCX
5.0
Zendesk

Incident and problem management

MaritzCX
Zendesk
7.7
Organize and prioritize service tickets
MaritzCX
Zendesk
7.9
Expert directory
MaritzCX
Zendesk
7.3
Subscription-based notifications
MaritzCX
Zendesk
6.6
ITSM collaboration and documentation
MaritzCX
Zendesk
7.8
Ticket creation and submission
MaritzCX
Zendesk
8.4
Ticket response
MaritzCX
Zendesk
8.1

Self Help Community

MaritzCX
Zendesk
7.5
External knowledge base
MaritzCX
Zendesk
7.5
Internal knowledge base
MaritzCX
Zendesk
7.4

Multi-Channel Help

MaritzCX
Zendesk
7.9
Customer portal
MaritzCX
Zendesk
7.1
IVR
MaritzCX
Zendesk
8.2
Social integration
MaritzCX
Zendesk
8.4
Email support
MaritzCX
Zendesk
7.9
Help Desk CRM integration
MaritzCX
Zendesk
7.7

Pros

MaritzCX

  • Easy to use format (not HTML coding knowledge required)
  • Detailed reports
  • Ability to save and re-use same themes and surveys
Kate Burk | TrustRadius Reviewer

Zendesk

  • Customisable ticketing engine - you can specify what fields should be filled on each ticket, if they are mandatory and customise what type of data needs to be entered. This ensures the right data is captured to assist resolve the query. It also means reports can be run from these fields.
  • Reporting and analytics - you can run reports based on the ticket data. This helps you understand what product features need to be improved or added, what new help content needs to be created, if particular macros need to be setup, efficiency of support team and more.
  • Integrations - Zendesk integrates with billing, CRM and other platforms so customer data is available in-app. This information assists the support team give the right information to the customer.
Nikhil George | TrustRadius Reviewer

Cons

MaritzCX

  • Ability to customize look of survey limited
  • Some reports in CSV were a mess to fix up
  • Support seemed limited
Kate Burk | TrustRadius Reviewer

Zendesk

  • They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
  • We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.
Lou Gallo | TrustRadius Reviewer

Likelihood to Renew

MaritzCX

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 10.0
Based on 37 answers
It's the best day-to-day tool for customer care I have used in 16 years of working in the industry.Healthy happy teams get along well with the tool and I know that if I see it in use and being used well I can work with that team.
Forest Basford | TrustRadius Reviewer

Usability

MaritzCX

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 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

MaritzCX

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.6
Based on 13 answers
In all the time I have used it, I have only experienced "down-time" with it once, and guess what. It was during a scheduled downtime that i forgot about which was posted at least a month in advance.
Colby Wood | TrustRadius Reviewer

Performance

MaritzCX

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.0
Based on 10 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

MaritzCX

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 6.0
Based on 30 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

MaritzCX

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 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

MaritzCX

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 9.0
Based on 17 answers
If you're looking for a system that can tie all your channels together, allow you to report on just about any metric in regards to customer service, use chat, and build a knowledge base/FAQ all in one, Zendesk is it
Shane Swor | TrustRadius Reviewer

Alternatives Considered

MaritzCX

MaritzCX was actually to only survey software I have used. No comparison to describe in this section
Kate Burk | TrustRadius Reviewer

Zendesk

We have used HelpSpot for several years prior to the transition to Zendesk. Our biggest gripe was the cost and limitations on what kind of communication channels could be integrated into HelpSpot. Zendesk allows us to have multiple communication channels even for the most basic users and to build on it. With a few changes to the overall system (like better social media support for attachments etc) and inbox enhancements, it can be great.
Nathan Sichilongo | TrustRadius Reviewer

Return on Investment

MaritzCX

  • Saved our department from needing to purchase additional event software
  • I was not responsible for actual purchase of MaritzCX
Kate Burk | TrustRadius Reviewer

Zendesk

  • Zendesk can help large and small companies improve their customer service capabilities. Customer service can drive repeat sales, deflect returns, and increase customer satisfaction in measurable ways.
  • Zendesk can be more expensive than alternatives, however it is a more complete product than many alternatives, so the additional features and integration should be weighed against lower cost.
Brendan Farrar-Foley | TrustRadius Reviewer

Pricing Details

MaritzCX

General

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

MaritzCX Editions & Modules

Additional Pricing Details

Zendesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$5*

* per agent

Zendesk Editions & Modules

Edition
Support Essential$51
Zendesk Suite (Support, Guide, Chat, Talk)$891
Support Team$191
Support Professional$491
Support Enterprise$991
Support Elite$1991
Zendesk Duet (Support + Sell CRM - 40% off)$592
  1. per agent, per month
  2. per user, per month
Additional Pricing Details

Rating Summary

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