Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Smaply
Score 7.0 out of 10
N/A
The Smaply app enables teams to digitize, centralize and standardize their customer experience insights. Teams can together work on journey maps, personas and stakeholder maps, collect feedback from others, and create professional exports. Its training program helps teams to understand and apply human-centered approaches.
$19
per month per user
Zendesk Suite
Score 8.1 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
SmaplyZendesk Suite
Editions & Modules
Free
0 EUR
per month per user
Basic
19 EUR
per month per user
Pro
29 EUR
per month per user
Enterprise
Custom Pricing
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
SmaplyZendesk Suite
Free Trial
NoYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Features
SmaplyZendesk Suite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Smaply
-
Ratings
Zendesk Suite
8.0
108 Ratings
1% below category average
Organize and prioritize service tickets00 Ratings8.3107 Ratings
Expert directory00 Ratings7.067 Ratings
Subscription-based notifications00 Ratings7.273 Ratings
ITSM collaboration and documentation00 Ratings7.669 Ratings
Ticket creation and submission00 Ratings8.9108 Ratings
Ticket response00 Ratings8.7107 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Smaply
-
Ratings
Zendesk Suite
7.8
96 Ratings
3% below category average
External knowledge base00 Ratings7.692 Ratings
Internal knowledge base00 Ratings7.987 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Smaply
-
Ratings
Zendesk Suite
7.6
106 Ratings
5% below category average
Customer portal00 Ratings7.283 Ratings
IVR00 Ratings7.335 Ratings
Social integration00 Ratings7.065 Ratings
Email support00 Ratings8.3104 Ratings
Help Desk CRM integration00 Ratings8.378 Ratings
Best Alternatives
SmaplyZendesk Suite
Small Businesses
Ortto
Ortto
Score 8.9 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Quadient Inspire
Quadient Inspire
Score 9.4 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Quadient Inspire
Quadient Inspire
Score 9.4 out of 10
Kustomer
Kustomer
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
SmaplyZendesk Suite
Likelihood to Recommend
8.0
(2 ratings)
8.1
(146 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(40 ratings)
Usability
-
(0 ratings)
10.0
(19 ratings)
Availability
-
(0 ratings)
8.6
(13 ratings)
Performance
-
(0 ratings)
8.0
(10 ratings)
Support Rating
-
(0 ratings)
9.0
(29 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
7.9
(9 ratings)
Implementation Rating
-
(0 ratings)
9.0
(18 ratings)
Configurability
-
(0 ratings)
9.3
(3 ratings)
User Testimonials
SmaplyZendesk Suite
Likelihood to Recommend
Smaply
The solution is suitable for complex journeys with many touchpoints.
The tool has the advantage of being easy to use.
On the other hand, I have not found any data import solutions avoiding re-entering all the data from Excel for example. It could save a lot of time. Indeed, for me, the tool is a tool for formalizing discoveries but other solutions can be used before
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
Smaply
  • User journey map
  • Personas templates
  • Stakeholder maps
  • Free online courses
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
Smaply
  • Global look and feel
  • Export format
  • Text formating in sticky notes
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
Smaply
No answers on this topic
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
Smaply
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
Smaply
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
Smaply
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
Smaply
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
Smaply
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
Smaply
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
Smaply
It’s [easier] to deal with user journey and persons thanks to Smaply. Templates and already created and there is a lot of functionalities to make a complete journey map. It’s very intuitive and we can send it easily to our team. Stakeholder map is a feature that [not many software] have and that is very useful so I’m happy to have it in Smaply
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
Return on Investment
Smaply
  • Time saving
  • Clarity for stakeholders
  • Sharing best practices
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

Smaply Screenshots

Screenshot of Airport Experience Example Journey Map in Smaply EditorScreenshot of Airport Experience Example Journey Map ExportScreenshot of Airport Experience Example Journey Map A4 ExportScreenshot of Persona EditorScreenshot of Persona ExportScreenshot of Stakeholder Map Editor

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