What users are saying about
5 Ratings
Top Rated
853 Ratings
5 Ratings
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Score 9.7 out of 100
Top Rated
853 Ratings
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Score 8 out of 100

Feature Set Ratings

    Survey Format & Appearance

    8.5

    SurveyLab

    85%

    Zendesk Support Suite

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

    Survey templates

    7.3
    73%
    1 Rating
    N/A
    0 Ratings

    Themes

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Custom logo/branding

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Survey Content

    8.8

    SurveyLab

    88%

    Zendesk Support Suite

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

    Changes to live survey

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Question design help

    8.2
    82%
    1 Rating
    N/A
    0 Ratings

    Multiple question types

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Survey Logic

    9.1

    SurveyLab

    91%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    SurveyLab ranks higher in 1/1 features

    Survey logic flexibility

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Survey Reporting & Analytics

    8.5

    SurveyLab

    85%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    SurveyLab ranks higher in 5/5 features

    Response tracking

    7.3
    73%
    1 Rating
    N/A
    0 Ratings

    Data export

    8.2
    82%
    1 Rating
    N/A
    0 Ratings

    Standard reports

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Custom reports

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Analytics

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Survey Administration & Security

    8.6

    SurveyLab

    86%

    Zendesk Support Suite

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

    Access controls

    8.2
    82%
    1 Rating
    N/A
    0 Ratings

    Compliance

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Survey Distribution

    9.1

    SurveyLab

    91%

    Zendesk Support Suite

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

    Vendor-offered crowdsourcing

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Respondent restrictions

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Incident and problem management

    SurveyLab

    Feature Set Not Supported
    N/A
    6.7

    Zendesk Support Suite

    67%
    Zendesk Support Suite ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    7.0
    70%
    88 Ratings

    Expert directory

    N/A
    0 Ratings
    5.7
    57%
    55 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    5.7
    57%
    62 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    6.1
    61%
    58 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    7.9
    79%
    89 Ratings

    Ticket response

    N/A
    0 Ratings
    7.6
    76%
    88 Ratings

    Self Help Community

    SurveyLab

    Feature Set Not Supported
    N/A
    6.4

    Zendesk Support Suite

    64%
    Zendesk Support Suite ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    6.5
    65%
    75 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    6.3
    63%
    70 Ratings

    Multi-Channel Help

    SurveyLab

    Feature Set Not Supported
    N/A
    6.3

    Zendesk Support Suite

    63%
    Zendesk Support Suite ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    6.4
    64%
    69 Ratings

    IVR

    N/A
    0 Ratings
    4.8
    48%
    29 Ratings

    Social integration

    N/A
    0 Ratings
    6.4
    64%
    54 Ratings

    Email support

    N/A
    0 Ratings
    7.3
    73%
    85 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    6.7
    67%
    64 Ratings

    Attribute Ratings

    • SurveyLab is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.1

    SurveyLab

    91%
    1 Rating
    6.9

    Zendesk Support Suite

    69%
    127 Ratings

    Likelihood to Renew

    SurveyLab

    N/A
    0 Ratings
    10.0

    Zendesk Support Suite

    100%
    39 Ratings

    Usability

    SurveyLab

    N/A
    0 Ratings
    9.9

    Zendesk Support Suite

    99%
    19 Ratings

    Availability

    SurveyLab

    N/A
    0 Ratings
    8.6

    Zendesk Support Suite

    86%
    26 Ratings

    Performance

    SurveyLab

    N/A
    0 Ratings
    8.0

    Zendesk Support Suite

    80%
    20 Ratings

    Support Rating

    SurveyLab

    N/A
    0 Ratings
    8.3

    Zendesk Support Suite

    83%
    49 Ratings

    In-Person Training

    SurveyLab

    N/A
    0 Ratings
    10.0

    Zendesk Support Suite

    100%
    1 Rating

    Online Training

    SurveyLab

    N/A
    0 Ratings
    7.9

    Zendesk Support Suite

    79%
    9 Ratings

    Implementation Rating

    SurveyLab

    N/A
    0 Ratings
    9.0

    Zendesk Support Suite

    90%
    35 Ratings

    Configurability

    SurveyLab

    N/A
    0 Ratings
    9.3

    Zendesk Support Suite

    93%
    3 Ratings

    Likelihood to Recommend

    7 Points Ltd.

    MySurveyLab is best to use to measure satisfaction, both employee satisfaction and customer satisfaction.
    Read full review

    Zendesk

    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.
    Read full review

    Pros

    7 Points Ltd.

    • They have great support that always will help you.
    • MySurveyLab is very flexible. Some things can be done in several ways.
    • They have a very good analytics module with trends, dashboards and data segments. This can give you another view of your data.
    • Collectors add flexibility to surveys. You can collect surveys from a few different source at once
    • They have a mobile application that can collect responses offline(!)
    Read full review

    Zendesk

    • 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!
    Read full review

    Cons

    7 Points Ltd.

    • Summary export in Excel could be nicer.
    • Tags in the left menu could be more intuitive.
    Read full review

    Zendesk

    • 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.
    Read full review

    Pricing Details

    SurveyLab

    Starting Price

    Editions & Modules

    SurveyLab editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Zendesk Support Suite

      Starting Price

      $19 per agent/month billed annually

      Editions & Modules

      Zendesk Support Suite editions and modules pricing
      EditionModules
      Suite Team$49.001
      Suite Growth$79.002
      Suite Professional$99.003
      Suite Enterprise$150.004
      Additional Enterprise-Ready Plans, starting at...$215.005
      Support Team (Foundational Support Only)$19.006

      Footnotes

      1. per agent/month billed annually
      2. per agent/month billed annually
      3. per agent/month billed annually
      4. per agent/month billed annually
      5. per agent/month billed annually
      6. per agent/month billed annually

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Optional

      Additional Details

      Likelihood to Renew

      7 Points Ltd.

      No answers on this topic

      Zendesk

      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.
      Read full review

      Usability

      7 Points Ltd.

      No answers on this topic

      Zendesk

      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
      Read full review

      Reliability and Availability

      7 Points Ltd.

      No answers on this topic

      Zendesk

      In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
      Read full review

      Performance

      7 Points Ltd.

      No answers on this topic

      Zendesk

      There has been minor performance degradation on a very few days out of the two years I have been using the product.
      Read full review

      Support Rating

      7 Points Ltd.

      No answers on this topic

      Zendesk

      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.
      Read full review

      Online Training

      7 Points Ltd.

      No answers on this topic

      Zendesk

      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.
      Read full review

      Implementation Rating

      7 Points Ltd.

      No answers on this topic

      Zendesk

      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
      Read full review

      Alternatives Considered

      7 Points Ltd.

      Read full review

      Zendesk

      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.
      Read full review

      Return on Investment

      7 Points Ltd.

      • With MySurveyLab we were able to react immediately when customers were not happy, and this reduced churn a lot
      Read full review

      Zendesk

      • 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.
      Read full review

      Screenshots

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