What users are saying about
4 Ratings
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Top Rated
707 Ratings
4 Ratings
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Score 8.4 out of 100

Zendesk Support Suite

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Top Rated
707 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100

Likelihood to Recommend

Scoro

Scoro would be ideal for a larger business who is truly interested in developing a stronger and more efficient workflow. I honestly would have recommended it had it not been for the cost, the hidden fees, and the fact that I'd have to upgrade to an even more expensive plan if I wanted to get the most of the program for our level. We only needed one item, so would have ended up paying much more to not use a great deal of additional features. So, if you want to increase your workflow and have the funds, use them - absolutely. You will not regret it. But I cannot recommend it to someone who is on a tight budget
Patrick Stephens | 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

Feature Rating Comparison

Project Management

Scoro
6.9
Zendesk Support Suite
Task Management
Scoro
7.0
Zendesk Support Suite
Resource Management
Scoro
7.0
Zendesk Support Suite
Scheduling
Scoro
8.0
Zendesk Support Suite
Team Collaboration
Scoro
7.0
Zendesk Support Suite
Document Management
Scoro
7.0
Zendesk Support Suite
Email integration
Scoro
8.0
Zendesk Support Suite
Mobile Access
Scoro
6.0
Zendesk Support Suite
Timesheet Tracking
Scoro
7.0
Zendesk Support Suite
Change request and Case Management
Scoro
6.0
Zendesk Support Suite
Budget and Expense Management
Scoro
6.0
Zendesk Support Suite

Professional Services Automation

Scoro
4.8
Zendesk Support Suite
Quotes/estimates
Scoro
5.0
Zendesk Support Suite
Invoicing
Scoro
6.1
Zendesk Support Suite
Project & financial reporting
Scoro
6.1
Zendesk Support Suite
Integration with accounting software
Scoro
2.1
Zendesk Support Suite

Incident and problem management

Scoro
Zendesk Support Suite
7.9
Organize and prioritize service tickets
Scoro
Zendesk Support Suite
8.1
Expert directory
Scoro
Zendesk Support Suite
7.3
Subscription-based notifications
Scoro
Zendesk Support Suite
6.6
ITSM collaboration and documentation
Scoro
Zendesk Support Suite
8.1
Ticket creation and submission
Scoro
Zendesk Support Suite
8.8
Ticket response
Scoro
Zendesk Support Suite
8.5

Self Help Community

Scoro
Zendesk Support Suite
7.8
External knowledge base
Scoro
Zendesk Support Suite
7.7
Internal knowledge base
Scoro
Zendesk Support Suite
7.9

Multi-Channel Help

Scoro
Zendesk Support Suite
7.8
Customer portal
Scoro
Zendesk Support Suite
7.6
IVR
Scoro
Zendesk Support Suite
7.2
Social integration
Scoro
Zendesk Support Suite
7.7
Email support
Scoro
Zendesk Support Suite
8.4
Help Desk CRM integration
Scoro
Zendesk Support Suite
8.1

Pros

Scoro

  • Great interface and user experience
  • Fast, informative and compact platform
  • Great invoicing and reminders system
Uku Sööt | 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

Scoro

  • Cost. I ended up not recommending this product simply because of the cost alone. There are hidden costs you will not know about until it is too late. Their pricing model is geared for bigger businesses, and can cripple smaller ones. The pricing is by user. If you get the most basic of plans (with a 900 onboarding charge), you will realize that all the things you actually need to make the program effective are on the next tier up...
  • Quickbooks. At the time I was exploring this, Quickbooks was not very well integrated. If you wanted to include billing (which they do show promise for), then you will have issues here.
Patrick Stephens | 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

Likelihood to Renew

Scoro

No score
No answers yet
No answers on this topic

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

Scoro

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 8.9
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

Scoro

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

Scoro

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

Scoro

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 6.0
Based on 53 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

Scoro

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

Scoro

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

Scoro

We prefer Scoro as it's faster and easier to use and learn. Also the fee structure makes a lot of sense for a smaller company.
Uku Sööt | 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

Scoro

  • Scoro could have had a wonderful impact on the workflow of the business. It allows for integrations most programs don't, including accounting and time tracking, and could have easily eliminated the need for an FTE through the streamlining of tasks alone.
  • If we had implemented this program, we would have saved time, but all of the gains would have gone to pay for Scoro. It would not have balanced out, especially if they ever were to raise their rates.
Patrick Stephens | 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

Screenshots

Pricing Details

Scoro

General

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

Scoro Editions & Modules

Edition
Essential$261
Work hub$371
UltimateContact us for pricing
Sales Hub$373
  1. per user
  2. per user
Additional Pricing Details

Zendesk Support Suite

General

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

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

Rating Summary

Likelihood to Recommend

Scoro
4.1
Zendesk Support Suite
7.7

Likelihood to Renew

Scoro
Zendesk Support Suite
10.0

Usability

Scoro
Zendesk Support Suite
8.9

Reliability and Availability

Scoro
Zendesk Support Suite
8.6

Performance

Scoro
Zendesk Support Suite
8.0

Support Rating

Scoro
Zendesk Support Suite
6.0

In-Person Training

Scoro
Zendesk Support Suite
10.0

Online Training

Scoro
Zendesk Support Suite
7.9

Implementation Rating

Scoro
Zendesk Support Suite
9.0

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