What users are saying about
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Top Rated
706 Ratings
6 Ratings
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Score 4.6 out of 100

Zendesk Support Suite

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Top Rated
706 Ratings
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Score 8.1 out of 100

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

Feature Rating Comparison

Incident and problem management

Snow License Manager
Zendesk Support Suite
7.9
Organize and prioritize service tickets
Snow License Manager
Zendesk Support Suite
8.1
Expert directory
Snow License Manager
Zendesk Support Suite
7.3
Subscription-based notifications
Snow License Manager
Zendesk Support Suite
6.6
ITSM collaboration and documentation
Snow License Manager
Zendesk Support Suite
8.1
Ticket creation and submission
Snow License Manager
Zendesk Support Suite
8.8
Ticket response
Snow License Manager
Zendesk Support Suite
8.4

Self Help Community

Snow License Manager
Zendesk Support Suite
7.8
External knowledge base
Snow License Manager
Zendesk Support Suite
7.7
Internal knowledge base
Snow License Manager
Zendesk Support Suite
7.9

Multi-Channel Help

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

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

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 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

Snow License Manager

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

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 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

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

Pricing Details

Snow License Manager

General

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

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

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

Snow License Manager
5.0
Zendesk Support Suite
7.7

Likelihood to Renew

Snow License Manager
Zendesk Support Suite
10.0

Usability

Snow License Manager
Zendesk Support Suite
8.9

Reliability and Availability

Snow License Manager
Zendesk Support Suite
8.6

Performance

Snow License Manager
Zendesk Support Suite
8.0

Support Rating

Snow License Manager
Zendesk Support Suite
6.0

In-Person Training

Snow License Manager
Zendesk Support Suite
10.0

Online Training

Snow License Manager
Zendesk Support Suite
7.9

Implementation Rating

Snow License Manager
Zendesk Support Suite
9.0

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