What users are saying about
21 Ratings
Top Rated
610 Ratings
21 Ratings
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Score 8.5 out of 100
Top Rated
610 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Nutshell

This can be used for different industries, healthcare, IT, retail or any company with a customer service line, big or small. if i had to ask, i would say "Do you have any type of filing system that you use?" "anything where you are keeping track of personal/ business information." Do you need access to information on a day to day basis?If they do , then this can be used , especially if you need to keep track of the numbers; we like how we can see if are things going up or down.
Catherine Corass | 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

Sales Force Automation

Nutshell
7.3
Zendesk
Customer data management / contact management
Nutshell
9.0
Zendesk
Workflow management
Nutshell
8.1
Zendesk
Territory management
Nutshell
6.0
Zendesk
Opportunity management
Nutshell
8.7
Zendesk
Integration with email client (e.g., Outlook or Gmail)
Nutshell
7.5
Zendesk
Quote & order management
Nutshell
6.8
Zendesk
Interaction tracking
Nutshell
9.3
Zendesk
Channel / partner relationship management
Nutshell
3.0
Zendesk

Customer Service & Support

Nutshell
8.8
Zendesk
Case management
Nutshell
9.7
Zendesk
Call center management
Nutshell
8.0
Zendesk

Marketing Automation

Nutshell
8.1
Zendesk
Lead management
Nutshell
8.4
Zendesk
Email marketing
Nutshell
7.8
Zendesk

CRM Project Management

Nutshell
9.0
Zendesk
Task management
Nutshell
9.1
Zendesk
Reporting
Nutshell
8.8
Zendesk

CRM Reporting & Analytics

Nutshell
8.2
Zendesk
Forecasting
Nutshell
8.0
Zendesk
Pipeline visualization
Nutshell
8.0
Zendesk
Customizable reports
Nutshell
8.7
Zendesk

Customization

Nutshell
8.2
Zendesk
Custom fields
Nutshell
7.9
Zendesk
Custom objects
Nutshell
9.0
Zendesk
Scripting environment
Nutshell
9.0
Zendesk
API for custom integration
Nutshell
7.1
Zendesk

Security

Nutshell
7.5
Zendesk
Single sign-on capability
Nutshell
9.0
Zendesk
Role-based user permissions
Nutshell
6.0
Zendesk

Social CRM

Nutshell
7.7
Zendesk
Social data
Nutshell
7.4
Zendesk
Social engagement
Nutshell
8.0
Zendesk

Integrations with 3rd-party Software

Nutshell
8.0
Zendesk
Marketing automation
Nutshell
8.0
Zendesk
Compensation management
Nutshell
8.0
Zendesk

Platform

Nutshell
7.7
Zendesk
Mobile access
Nutshell
7.7
Zendesk

Incident and problem management

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

Self Help Community

Nutshell
Zendesk
7.4
External knowledge base
Nutshell
Zendesk
7.5
Internal knowledge base
Nutshell
Zendesk
7.2

Multi-Channel Help

Nutshell
Zendesk
8.0
Customer portal
Nutshell
Zendesk
7.2
IVR
Nutshell
Zendesk
8.2
Social integration
Nutshell
Zendesk
8.4
Email support
Nutshell
Zendesk
8.0
Help Desk CRM integration
Nutshell
Zendesk
8.0

Pros

Nutshell

  • Customization - we are able to make Nutshell make the most sense for our company and processes
  • Scheduling - the ability to set tasks allows us to never forget a follow-up call or email
  • Tags - allow us to prioritize leads and segment our customers and potential customers
  • Communication - the ability to tag colleagues in notes for callbacks or updates to accounts is very helpful to keep everyone on the same page
  • Email History - being able to blind copy all our email communication to Nutshell, allows us to have email threads and notes all in one place
Jennifer Callaghan | 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

Nutshell

  • SWOT analysis --- currently we put this in as custom fields but they don't link up at all and are hard to read/navigate. We also use the custom fields for other information we want to capture. It would be nice to build those in so they can show the info as bullet points or something --- currently paragraph form and hard to find things at a glance.
  • Funnel could use some work. Only shows how many leads are currently in that part of the pipeline which doesn't give us a good historical comparison.
Laci Fitch | 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

Nutshell

Nutshell 10.0
Based on 1 answer
This is perfect for a small business / Home based business with SaaS. Nutshell constantly adds new features and the price is much better than more robust software like Salesforce.
Dan Aylward | TrustRadius Reviewer

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

Nutshell

Nutshell 9.0
Based on 1 answer
Very easy to use, great for small office
Dan Aylward | TrustRadius Reviewer

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

Nutshell

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

Nutshell

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

Nutshell

Nutshell 9.5
Based on 2 answers
Nutshell's support team has always been great and they tend to go above and beyond. They are polite, friendly, personable and great listeners. They are also great about sending follow up emails too.
Jennifer Callaghan | TrustRadius Reviewer

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

Nutshell

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

Nutshell

Nutshell 8.0
Based on 1 answer
Implementation is difficult everytime but this was relatively simple due to the small amount of data we moved
Dan Aylward | TrustRadius Reviewer

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

Nutshell

Well, my team had trials for these others and they all prefer Nutshell for different reasons. I prefer it as I need a user-friendly software to help me out as I am not a big tech guy. I have heard others in the office say things like they like the way activities are scheduled better, or the way nothing ever gets accidentally erased if they hard crash or power goes out.
Gregory Palenschat | 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

Nutshell

  • Nutshell's mobility has provided significant ROI for me since we've started using the CRM. I've been able to provide immediate feedback to clients, schedule meetings from the field with confidence, and much more.
  • Nutshell's tagging features have helped us craft custom mailing/email lists. We struggled to do this in the past.
Phil Curtolo | 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

Nutshell

General

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

Nutshell Editions & Modules

Edition
Starter$201
Pro$351
Pro+$701
  1. per user, per month
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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