Ontraport vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Ontraport
Score 8.9 out of 10
N/A
ONTRAPORT offers customer relations management services that help with content management (creating and hosting webpages), lead tracking, traditional marketing approaches (e-mail, SMS, social media, direct mail), managing online payments, and workflow automation.
$29
per month
Zendesk Suite
Score 8.2 out of 10
N/A
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer…
$55
per month agent
Pricing
OntraportZendesk Suite
Editions & Modules
No answers on this topic
Support Team (Foundational Support Only)
$19
per month agent
Suite Team
$55
per month agent
Support Professional
$55
per month agent
Suite Growth
$89
per month agent
Suite Professional
$115
per month agent
Support Enterprise
$115
per month agent
Suite Enterprise
$169
per month agent
Offerings
Pricing Offerings
OntraportZendesk Suite
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeOptionalOptional
Additional DetailsOntraport offers a variety of plans to choose from based on the features needed. Pricing adjusts with the number of contacts in the database and users in the account. Monthly or annual plans are available, and all plans start with a 14-day free trial. Ontraport offers a Done-With-You Setup and Training Package for getting set up in the account quickly. Users can also access a free video library with step-by-step instructions on getting started and using every feature of the platform.
More Pricing Information
Features
OntraportZendesk Suite
Email & Online Marketing
Comparison of Email & Online Marketing features of Product A and Product B
Ontraport
9.0
17 Ratings
15% above category average
Zendesk Suite
-
Ratings
WYSIWYG email editor8.216 Ratings00 Ratings
Dynamic content10.014 Ratings00 Ratings
Ability to test dynamic content8.37 Ratings00 Ratings
Landing pages10.016 Ratings00 Ratings
A/B testing9.912 Ratings00 Ratings
Mobile optimization8.410 Ratings00 Ratings
Email deliverability reporting6.016 Ratings00 Ratings
List management10.016 Ratings00 Ratings
Triggered drip sequences9.813 Ratings00 Ratings
Lead Management
Comparison of Lead Management features of Product A and Product B
Ontraport
5.5
17 Ratings
33% below category average
Zendesk Suite
-
Ratings
Lead nurturing automation7.115 Ratings00 Ratings
Lead scoring and grading2.413 Ratings00 Ratings
Data quality management2.614 Ratings00 Ratings
Automated sales alerts and tasks10.016 Ratings00 Ratings
Campaign Management
Comparison of Campaign Management features of Product A and Product B
Ontraport
7.7
8 Ratings
1% above category average
Zendesk Suite
-
Ratings
Calendaring6.25 Ratings00 Ratings
Event/webinar marketing9.38 Ratings00 Ratings
Social Media Marketing
Comparison of Social Media Marketing features of Product A and Product B
Ontraport
7.1
4 Ratings
5% below category average
Zendesk Suite
-
Ratings
Social sharing and campaigns7.13 Ratings00 Ratings
Social profile integration7.24 Ratings00 Ratings
Reporting & Analytics
Comparison of Reporting & Analytics features of Product A and Product B
Ontraport
9.3
16 Ratings
21% above category average
Zendesk Suite
-
Ratings
Dashboards10.015 Ratings00 Ratings
Standard reports8.012 Ratings00 Ratings
Custom reports10.010 Ratings00 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Ontraport
7.3
15 Ratings
4% below category average
Zendesk Suite
-
Ratings
API3.011 Ratings00 Ratings
Role-based workflow & approvals9.09 Ratings00 Ratings
Customizability10.013 Ratings00 Ratings
Integration with Salesforce.com7.31 Ratings00 Ratings
Integration with Microsoft Dynamics CRM7.31 Ratings00 Ratings
Integration with SugarCRM7.31 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Ontraport
-
Ratings
Zendesk Suite
8.1
109 Ratings
3% above category average
Organize and prioritize service tickets00 Ratings8.4108 Ratings
Expert directory00 Ratings7.268 Ratings
Subscription-based notifications00 Ratings7.374 Ratings
ITSM collaboration and documentation00 Ratings7.970 Ratings
Ticket creation and submission00 Ratings9.1109 Ratings
Ticket response00 Ratings8.8108 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Ontraport
-
Ratings
Zendesk Suite
7.9
97 Ratings
2% above category average
External knowledge base00 Ratings7.893 Ratings
Internal knowledge base00 Ratings8.088 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Ontraport
-
Ratings
Zendesk Suite
7.9
107 Ratings
3% above category average
Customer portal00 Ratings7.484 Ratings
IVR00 Ratings7.835 Ratings
Social integration00 Ratings7.366 Ratings
Email support00 Ratings8.5105 Ratings
Help Desk CRM integration00 Ratings8.579 Ratings
Best Alternatives
OntraportZendesk Suite
Small Businesses
Vbout
Vbout
Score 9.4 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
PFL Direct Mail Platform
PFL Direct Mail Platform
Score 9.3 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
PFL Direct Mail Platform
PFL Direct Mail Platform
Score 9.3 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
OntraportZendesk Suite
Likelihood to Recommend
10.0
(20 ratings)
8.3
(147 ratings)
Likelihood to Renew
9.1
(8 ratings)
10.0
(40 ratings)
Usability
7.8
(3 ratings)
6.9
(20 ratings)
Availability
-
(0 ratings)
8.6
(13 ratings)
Performance
7.7
(4 ratings)
8.0
(10 ratings)
Support Rating
9.0
(3 ratings)
9.0
(29 ratings)
In-Person Training
9.1
(1 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
7.9
(9 ratings)
Implementation Rating
9.1
(2 ratings)
9.0
(18 ratings)
Configurability
-
(0 ratings)
9.3
(3 ratings)
Product Scalability
8.2
(1 ratings)
-
(0 ratings)
User Testimonials
OntraportZendesk Suite
Likelihood to Recommend
Ontraport
Here are some cases where Ontraport is well suited : - When writing emails, you can easily access to preview, manage the changes and go back to what you did before - When using automations, if there's an error, you can go back to a previous version of it. There are also some super tools that allows to see where a clients is on an automation without having to go through the all automation. It is less appropriate when you are several colleague that are addressing an issue on an email/automation as it doesn't allows you to be multiple person on the item.
Read full review
Zendesk
The ability to Merge tickets is a good to have feature. Navigation is easy from one ticket to another ticket without having to go back to the list. Admin options should be more clear, internal menu navigation is complex and creates more confusion while arranging the sections and articles. Channel Management is good but Forum management can be brought in with more flexibility. More Apps integration or flexibility in APIs so that a newbie can also integrate the application into the software. A redundant software that brings in 360-degree communication of support/service concepts into practicality however if the option to compile texting with platforms like ringcentral, Twilio or Dialpad will be an awesome thing to share ticket updates with custom templates.
Read full review
Pros
Ontraport
  • Dashboards for our daily stats.
  • The email follows up and broadcasts are simple and easy.
  • Sales and marketing can now see the impact they have working together. Nobody can point finger anymore.
  • They have the best customer support. I can't tell you how many times they have walked me through the problems that I created.
  • Amazing email inboxing.
Read full review
Zendesk
  • Reporting and Analytics
  • Ease of Agent Training and Use
  • Able to add multiple brands with related custom reports and dashboards
  • Adding a new brand and basic help center is easy to do without the need of an expert or web team
  • Ability of agents and supervisors to see customer history across multiple channels
Read full review
Cons
Ontraport
  • Wish they had more options for their forms. Would really like to use multi-step forms.
  • A lot of times their forms load slowly on the website. Would like to see them speed up their services.
  • Their broadcasting options are legacy. There are better options out there for sending broadcast messages.
Read full review
Zendesk
  • I think the Graphical User Interface could use a facelift. It not the most aesthetically pleasing platform in my experience.
  • Particular things like where the default is when you click on each and every dropdown menu.
  • The macro integration could be a little more simplified.
Read full review
Likelihood to Renew
Ontraport
My client was already using Ontraport and had a decent investment in the tool. As soon as we turn around the revenue situation with my client's products, we will be ditching OAP immediately, despite the significant re-implementation cost we are going to face moving to a new system. I am part of a high-end, professional marketing group, and the overwhelming sentiment with these other professionals is that one should run away from this as fast as humanly possible. I thought their words were just ungrounded opinion, and I deeply regret that I did not heed them more closely before sinking still more time and effort into OAP.
Read full review
Zendesk
Zendesk is super easy to use and navigate. I really enjoy the sleek layout, the ability to tailor tickets, the macro option, and the quick key guide they have to make your use of time even more effective. My whole team loves working with Zendesk and rarely ever has problems.
Read full review
Usability
Ontraport
The software is just easy to use. The UI is fairly intuitive. The help system is pretty good. I find it is pretty quick to get my work completed and if I don't document my things well, I can always figure out how I did something when I need to make changes. When I have a problem the tech support is easy to deal with and when things need to get escalated they are resolved quickly.
Read full review
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
Ontraport
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
Ontraport
Most of the time OP runs fine. But I've had to submit more support tickets this year do to messages, seq.'s or rules not running correctly. Also experienced slow response times moving in and around OP.
Read full review
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
Ontraport
The techs are reasonably savvy, highly courteous and want to do right by their customers. Unfortunately, the product they are supporting is so deeply flawed that there's only so much they can do when your legitimate business requirements are simply not supported.
Read full review
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
In-Person Training
Ontraport
I went to their Ontrapalooza event, and it opened my mind as to how the software can be used.
Read full review
Zendesk
No answers on this topic
Online Training
Ontraport
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
Ontraport
If you know your business, ONTRAPORT is easy
Read full review
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
Ontraport
Task management was the main thing that separated ONTRAPORT for me. Keeping things accountable. As well, I felt the campaign builder was slicker, and that the contact management was more robust. Custom fields are very customizable.
Read full review
Zendesk
Although a bit pricey, it does the job well. We are happy with the results it provides; our team is also quite satisfied on how easy it is to use, login and start working. Compared to the other two we have tried, Zendesk takes the cake. It makes Customer Management much easier, more efficient, and more effective.
Read full review
Scalability
Ontraport
With the new lower priced options, it's now easier for newer businesses to start with a more basic version and upgrade as they need more features.
Read full review
Zendesk
No answers on this topic
Return on Investment
Ontraport
  • We are providing better customer service as a direct result of Ontraport. We can track where all of our customers are, what pages/sites/modules they are visiting with ease and tailor our communication accordingly.
  • Our marketing funnel has become vastly improved, meaning that our ROI for marketing has gone up. Sales this April are double what they were last year.
  • Our team works better together because we all have a better idea of what the other needs and when. The tasks that we can assign in Ontraport mean nothing gets missed, creating a better customer and employee experience.
Read full review
Zendesk
  • The positives weigh more than the negatives here, as it gives us a one-stop portal where we can tend to customer needs using one web app
  • It has also helped us identify areas of improvement based on the reporting feature
  • The value it provides outweighs any missing or lacking features that I'm sure will be available in the future
Read full review
ScreenShots

Ontraport Screenshots

Screenshot of Manage, track, sort and add to a contact listScreenshot of Design professional emails, forms and landing pages with block formatsScreenshot of Utilize the Support Center's in-depth advice on maximizing Ontraport's features

Zendesk Suite Screenshots

Screenshot of Zendesk Agent WorkspaceScreenshot of Omnichannel MessagingScreenshot of Zendesk TicketingScreenshot of Bots powered by Zendesk AIScreenshot of Tone shift with Zendesk AIScreenshot of Zendesk ticketing side conversations