Snow License Manager vs Zendesk Support Suite | TrustRadius

What users are saying about

Score 4.6 out of 10

Based on 6 reviews and ratings

Score 8.1 out of 10

Based on 706 reviews and ratings

Feature Rating Comparison

Snow License Manager

Zendesk Support Suite

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

Snow License Manager

Zendesk Support Suite

External knowledge base

Internal knowledge base

Snow License Manager

Zendesk Support Suite

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Pros

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.

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Verified User

Engineer in Information Technology

Higher Education Company, 501-1000 employees

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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!

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Verified User

Manager in Social Media

Non-profit Organization Management Company, 201-500 employees

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Cons

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.

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Verified User

Engineer in Information Technology

Higher Education Company, 501-1000 employees

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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.

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Verified User

Employee in Customer Service

Information Technology and Services Company, 51-200 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

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.

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Team Member

Onshape Inc.Computer Software, 51-200 employees

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Usability

No score

No answers yet

No answers on this topic

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

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Verified User

Team Lead in Information Technology

Telecommunications Company, 51-200 employees

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Reliability and Availability

No score

No answers yet

No answers on this topic

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.

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Co-Founder / Devleoper of Out of Milk

Capigami, IncComputer Software, 1-10 employees

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Performance

No score

No answers yet

No answers on this topic

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.

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CFO/Director of Application Development

New Horizon Software Technologies, Inc.Computer Software, 1-10 employees

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Support Rating

No score

No answers yet

No answers on this topic

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.

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Director of support and services

HyporiComputer & Network Security, 11-50 employees

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Online Training

No score

No answers yet

No answers on this topic

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.

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Co-Founder / Devleoper of Out of Milk

Capigami, IncComputer Software, 1-10 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

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

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Verified User

Director in Customer Service

Computer Software Company, 201-500 employees

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Alternatives Considered

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.

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Verified User

Engineer in Information Technology

Higher Education Company, 501-1000 employees

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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.

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Vice President, e-Commerce

JS Products, Inc.Consumer Goods, 51-200 employees

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Return on Investment

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.

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Verified User

Engineer in Information Technology

Higher Education Company, 501-1000 employees

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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.

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Alicia Barevich, bCRE, bCEE

Database Administrator

The Blake SchoolPrimary/Secondary Education, 201-500 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Snow License Manager Editions & Modules

—

Additional Pricing Details

—

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

per agent/month billed annually

Additional Pricing Details

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Rating Summary

Snow License Manager

Zendesk Support Suite

Snow License Manager

Zendesk Support Suite

Snow License Manager

Zendesk Support Suite

Snow License Manager

Zendesk Support Suite

Snow License Manager

Zendesk Support Suite

Snow License Manager

Zendesk Support Suite

Snow License Manager

Zendesk Support Suite

Snow License Manager

Zendesk Support Suite

Snow License Manager

Zendesk Support Suite

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