What users are saying about
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Top Rated
829 Ratings
7 Ratings
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Score 8.6 out of 100

Zendesk Support Suite

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Top Rated
829 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Feature Set Ratings

    Incident and problem management

    Snow License Manager

    Feature Set Not Supported
    N/A
    7.0

    Zendesk Support Suite

    70%
    Zendesk Support Suite ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    7.3
    73%
    88 Ratings

    Expert directory

    N/A
    0 Ratings
    6.1
    61%
    55 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    6.1
    61%
    62 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    6.7
    67%
    58 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.2
    82%
    89 Ratings

    Ticket response

    N/A
    0 Ratings
    7.9
    79%
    88 Ratings

    Self Help Community

    Snow License Manager

    Feature Set Not Supported
    N/A
    6.8

    Zendesk Support Suite

    68%
    Zendesk Support Suite ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    6.9
    69%
    75 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    6.7
    67%
    70 Ratings

    Multi-Channel Help

    Snow License Manager

    Feature Set Not Supported
    N/A
    6.7

    Zendesk Support Suite

    67%
    Zendesk Support Suite ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    6.9
    69%
    69 Ratings

    IVR

    N/A
    0 Ratings
    5.3
    53%
    29 Ratings

    Social integration

    N/A
    0 Ratings
    6.7
    67%
    54 Ratings

    Email support

    N/A
    0 Ratings
    7.6
    76%
    85 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    7.1
    71%
    64 Ratings

    Attribute Ratings

    • Zendesk Support Suite is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    5.0

    Snow License Manager

    50%
    1 Rating
    7.2

    Zendesk Support Suite

    72%
    127 Ratings

    Likelihood to Renew

    Snow License Manager

    N/A
    0 Ratings
    10.0

    Zendesk Support Suite

    100%
    39 Ratings

    Usability

    Snow License Manager

    N/A
    0 Ratings
    9.8

    Zendesk Support Suite

    98%
    19 Ratings

    Availability

    Snow License Manager

    N/A
    0 Ratings
    8.6

    Zendesk Support Suite

    86%
    26 Ratings

    Performance

    Snow License Manager

    N/A
    0 Ratings
    8.0

    Zendesk Support Suite

    80%
    20 Ratings

    Support Rating

    Snow License Manager

    N/A
    0 Ratings
    7.4

    Zendesk Support Suite

    74%
    49 Ratings

    In-Person Training

    Snow License Manager

    N/A
    0 Ratings
    10.0

    Zendesk Support Suite

    100%
    1 Rating

    Online Training

    Snow License Manager

    N/A
    0 Ratings
    7.9

    Zendesk Support Suite

    79%
    9 Ratings

    Implementation Rating

    Snow License Manager

    N/A
    0 Ratings
    9.0

    Zendesk Support Suite

    90%
    35 Ratings

    Likelihood to Recommend

    Snow License Manager

    If you need to centralize your licensing and subscriptions, this solution will work. If you are running standard computers in an office, this will give you decent utilization statistics. If you have any non-persistent workstations, then it isn't going to be for you. If you aren't running the full packages of some major software, you'll have a lot of work to do to convince Snow that you are in compliance.It is heavily dependent on the data entry quality, so if you have a central person in charge of data entry it will be a good solution. If there are many hands entering license and software data, you may run into headaches.
    Anonymous | 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

    Pros

    Snow License Manager

    • It can track if a software has been used and report back for utilization review.
    • It can monitor and alert on license and contact expiration, which helps eliminate the human factor with manual reminders.
    • There is a lot of flexibility in the software to handle your license information.
    Anonymous | 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

    Snow License Manager

    • The reporting and searching tools are powerful, but are dependent on the person entering the data in a clean, uniform manner. We've had problems that rendered searches, primarily from data issues.
    • The utilization relies on clients writing back at assigned times, we have 'frozen' workstations that don't preserve data. This has led to many problems and manual configurations to get it working properly (and I don't think they all currently are).
    • The software identification can be troublesome. We've had many software 'alerts' that we were out of compliance because part of an application was detected as something else and then didn't match the product. Accuracy is definitely a problem.
    Anonymous | 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

    Pricing Details

    Snow License Manager

    General

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

    Starting Price

    Snow License Manager Editions & Modules

    Additional Pricing Details

    Zendesk Support Suite

    General

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

    Starting Price

    $19 per agent/month billed annually

    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

    Likelihood to Renew

    Snow License Manager

    No score
    No answers yet
    No answers on this topic

    Zendesk Support Suite

    Zendesk Support Suite 10.0
    Based on 39 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

    Snow License Manager

    No score
    No answers yet
    No answers on this topic

    Zendesk Support Suite

    Zendesk Support Suite 9.8
    Based on 19 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

    Snow License Manager

    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

    Snow License Manager

    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

    Snow License Manager

    No score
    No answers yet
    No answers on this topic

    Zendesk Support Suite

    Zendesk Support Suite 7.4
    Based on 49 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

    Snow License Manager

    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

    Snow License Manager

    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

    Snow License Manager

    The deciding factor for the decision makers was the combination of license management and utilization statistics. Our desktop people wanted the utilization and reporting to be very granular and close to real time. Snow was purchased because they promoted their real time utilization in addition to the license management, alerting and reporting. To my knowledge, only Snow was given a proof of concept before the decision was made.
    Anonymous | 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

    Snow License Manager

    • Utilization statistics have helped us to eliminate unused licenses and software.
    • The central repository has eliminated the multiple spreadsheets and folders, which also reduced the amount of time our asset manager spends looking up information for others.
    • The computer software mapping has helped our staff during computer upgrades. It allows them to see what software is installed on a current workstation without having to go and inspect the old computer itself. They can now look up the software that needs to be added to the new workstation, saving time.
    Anonymous | 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

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