What users are saying about
2 Ratings
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Top Rated
811 Ratings
2 Ratings
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Score 6 out of 100

Zendesk Support Suite

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Top Rated
811 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

Feature Set Ratings

    Email & Online Marketing

    2.6

    Mindmatrix

    26%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    Mindmatrix ranks higher in 8/8 features

    WYSIWYG email editor

    1.0
    10%
    1 Rating
    N/A
    0 Ratings

    Dynamic content

    1.8
    18%
    1 Rating
    N/A
    0 Ratings

    Ability to test dynamic content

    1.8
    18%
    1 Rating
    N/A
    0 Ratings

    Landing pages

    4.5
    45%
    1 Rating
    N/A
    0 Ratings

    A/B testing

    3.6
    36%
    1 Rating
    N/A
    0 Ratings

    Email deliverability reporting

    2.7
    27%
    2 Ratings
    N/A
    0 Ratings

    List management

    3.6
    36%
    1 Rating
    N/A
    0 Ratings

    Triggered drip sequences

    1.8
    18%
    1 Rating
    N/A
    0 Ratings

    Lead Management

    3.9

    Mindmatrix

    39%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    Mindmatrix ranks higher in 3/3 features

    Lead nurturing

    3.6
    36%
    1 Rating
    N/A
    0 Ratings

    Lead scoring and grading

    5.5
    55%
    1 Rating
    N/A
    0 Ratings

    Automated sales alerts and tasks

    2.7
    27%
    1 Rating
    N/A
    0 Ratings

    Social Media Marketing

    5.0

    Mindmatrix

    50%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    Mindmatrix ranks higher in 2/2 features

    Social sharing and campaigns

    5.5
    55%
    1 Rating
    N/A
    0 Ratings

    Social profile integration

    4.5
    45%
    1 Rating
    N/A
    0 Ratings

    Reporting & Analytics

    5.0

    Mindmatrix

    50%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    Mindmatrix ranks higher in 2/2 features

    Dashboards

    5.5
    55%
    1 Rating
    N/A
    0 Ratings

    Standard reports

    4.5
    45%
    1 Rating
    N/A
    0 Ratings

    Platform & Infrastructure

    1.4

    Mindmatrix

    14%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    Mindmatrix ranks higher in 4/4 features

    API

    1.0
    10%
    1 Rating
    N/A
    0 Ratings

    Role-based workflow & approvals

    1.8
    18%
    1 Rating
    N/A
    0 Ratings

    Customizability

    1.8
    18%
    1 Rating
    N/A
    0 Ratings

    Integration with Salesforce.com

    1.0
    10%
    1 Rating
    N/A
    0 Ratings

    Incident and problem management

    Mindmatrix

    Feature Set Not Supported
    N/A
    7.1

    Zendesk Support Suite

    71%
    Zendesk Support Suite ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    7.3
    73%
    87 Ratings

    Expert directory

    N/A
    0 Ratings
    6.2
    62%
    55 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    6.1
    61%
    62 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    6.8
    68%
    58 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.1
    81%
    88 Ratings

    Ticket response

    N/A
    0 Ratings
    7.9
    79%
    87 Ratings

    Self Help Community

    Mindmatrix

    Feature Set Not Supported
    N/A
    6.9

    Zendesk Support Suite

    69%
    Zendesk Support Suite ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    7.0
    70%
    75 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    6.8
    68%
    70 Ratings

    Multi-Channel Help

    Mindmatrix

    Feature Set Not Supported
    N/A
    6.7

    Zendesk Support Suite

    67%
    Zendesk Support Suite ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    7.0
    70%
    69 Ratings

    IVR

    N/A
    0 Ratings
    5.3
    53%
    29 Ratings

    Social integration

    N/A
    0 Ratings
    6.6
    66%
    53 Ratings

    Email support

    N/A
    0 Ratings
    7.6
    76%
    84 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    7.0
    70%
    63 Ratings

    Attribute Ratings

    • Zendesk Support Suite is rated higher in 2 areas: Likelihood to Recommend, Likelihood to Renew

    Likelihood to Recommend

    1.8

    Mindmatrix

    18%
    1 Rating
    7.2

    Zendesk Support Suite

    72%
    126 Ratings

    Likelihood to Renew

    1.0

    Mindmatrix

    10%
    1 Rating
    10.0

    Zendesk Support Suite

    100%
    38 Ratings

    Usability

    Mindmatrix

    N/A
    0 Ratings
    9.5

    Zendesk Support Suite

    95%
    18 Ratings

    Availability

    Mindmatrix

    N/A
    0 Ratings
    8.6

    Zendesk Support Suite

    86%
    26 Ratings

    Performance

    Mindmatrix

    N/A
    0 Ratings
    8.0

    Zendesk Support Suite

    80%
    20 Ratings

    Support Rating

    Mindmatrix

    N/A
    0 Ratings
    6.9

    Zendesk Support Suite

    69%
    49 Ratings

    In-Person Training

    Mindmatrix

    N/A
    0 Ratings
    10.0

    Zendesk Support Suite

    100%
    1 Rating

    Online Training

    Mindmatrix

    N/A
    0 Ratings
    7.9

    Zendesk Support Suite

    79%
    9 Ratings

    Implementation Rating

    Mindmatrix

    N/A
    0 Ratings
    9.0

    Zendesk Support Suite

    90%
    35 Ratings

    Likelihood to Recommend

    Mindmatrix

    I would only recommend Mindmatrix as a short term solution for companies that want to take advantage of the ready made drip campaigns for their vertical.
    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

    Pros

    Mindmatrix

    • Drip campaigns ready to go for several Industries
    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

    Mindmatrix

    • Navigation is confusing, not intuitive.
    • Creating and changing users must be done by a ticketing request.
    • Horrific support, all email and overseas, rarely talk to anyone.
    • There are issues in practically every area. There are inconsistencies with sharing of contacts, sharing of client and CRM data. For example, only the owner of the campaign can see reports on that particular campaign. There are sharing inconsistencies throughout the entire program that just do not make sense.
    • There is also an unusually high amount of undelivered mail, and a very high SPAM occurrence. Much higher than our backup, MailChimp for example.
    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

    Pricing Details

    Mindmatrix

    General

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

    Starting Price

    $325 per month

    Mindmatrix Editions & Modules

    Edition
    Sales Enablement for Direct Sales$301
    Sales Enablement for Channel/Reps$151
    Sales Enablement for Franchisers and Retailers$151
    Sales Enablement for Multi Channel EnterpriseContact sales team
    1. per user/per month
    2. none
    Additional Pricing Details

    Zendesk Support Suite

    General

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

    Starting Price

    $19 per agent/month billed annually

    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

    Likelihood to Renew

    Mindmatrix

    Mindmatrix 1.0
    Based on 1 answer
    There are a lot of bugs and poor design in this product.
    Anonymous | TrustRadius Reviewer

    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

    Mindmatrix

    No score
    No answers yet
    No answers on this topic

    Zendesk Support Suite

    Zendesk Support Suite 9.5
    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

    Mindmatrix

    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

    Mindmatrix

    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

    Mindmatrix

    No score
    No answers yet
    No answers on this topic

    Zendesk Support Suite

    Zendesk Support Suite 6.9
    Based on 49 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

    Mindmatrix

    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

    Mindmatrix

    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

    Mindmatrix

    I selected Mindmatrix solely based on the content they had available for our vertical.
    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

    Mindmatrix

    • Drip campaigns can be started right away because there are prebuilt templates for our vertical.
    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

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