What users are saying about
2 Ratings
Top Rated
610 Ratings
2 Ratings
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Score 8.2 out of 100
Top Rated
610 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

Likelihood to Recommend

Mojo Helpdesk

For a small business it is a very good value.
Anonymous | 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

Incident and problem management

Mojo Helpdesk
9.8
Zendesk
7.8
Organize and prioritize service tickets
Mojo Helpdesk
10.0
Zendesk
8.2
Expert directory
Mojo Helpdesk
10.0
Zendesk
7.4
Subscription-based notifications
Mojo Helpdesk
10.0
Zendesk
6.9
ITSM collaboration and documentation
Mojo Helpdesk
9.0
Zendesk
7.8
Ticket creation and submission
Mojo Helpdesk
10.0
Zendesk
8.5
Ticket response
Mojo Helpdesk
10.0
Zendesk
8.2

Self Help Community

Mojo Helpdesk
10.0
Zendesk
7.4
External knowledge base
Mojo Helpdesk
10.0
Zendesk
7.5
Internal knowledge base
Mojo Helpdesk
10.0
Zendesk
7.2

Multi-Channel Help

Mojo Helpdesk
10.0
Zendesk
8.0
Customer portal
Mojo Helpdesk
10.0
Zendesk
7.2
Social integration
Mojo Helpdesk
10.0
Zendesk
8.4
Email support
Mojo Helpdesk
10.0
Zendesk
8.0
Help Desk CRM integration
Mojo Helpdesk
10.0
Zendesk
8.0
IVR
Mojo Helpdesk
Zendesk
8.2

Pros

Mojo Helpdesk

  • User friendly- easy to setup and get running.
  • Built in reports to improve and measure customer satisfaction.
  • Always adding new features to enhance the product for the user.
  • Support organization responds quickly to issues and questions.
Anonymous | 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

Mojo Helpdesk

  • The ability to be able to customize the priority level of a ticket. Currently these are set by default and can not be changed.
  • Text box section on the rating to have the option to tell why a low rating was given.
Anonymous | 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

Mojo Helpdesk

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

Mojo Helpdesk

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.2
Based on 14 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

Mojo Helpdesk

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

Mojo Helpdesk

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

Mojo Helpdesk

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 6.3
Based on 27 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

Mojo Helpdesk

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

Mojo Helpdesk

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

Mojo Helpdesk

Price and customer service.
Anonymous | 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

Mojo Helpdesk

  • Our company’s improved customer support response times and expert service has helped us make money.
Anonymous | 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

Screenshots

Pricing Details

Mojo Helpdesk

General

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

Mojo Helpdesk Editions & Modules

Edition
Mini Me$01
Professional$291
Enterprise$991
Unlimited$3992
  1. Includes 10 agents
  2. Unlimited agents
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

Likelihood to Recommend

Mojo Helpdesk
9.0
Zendesk
7.0

Likelihood to Renew

Mojo Helpdesk
Zendesk
10.0

Usability

Mojo Helpdesk
Zendesk
8.2

Reliability and Availability

Mojo Helpdesk
Zendesk
8.6

Performance

Mojo Helpdesk
Zendesk
8.0

Support Rating

Mojo Helpdesk
Zendesk
6.3

In-Person Training

Mojo Helpdesk
Zendesk
10.0

Online Training

Mojo Helpdesk
Zendesk
7.9

Implementation Rating

Mojo Helpdesk
Zendesk
9.0

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