What users are saying about
4 Ratings
Top Rated
115 Ratings
4 Ratings
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Score 9 out of 100
Top Rated
115 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9 out of 100

Feature Set Ratings

  • Zoho Desk ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

8.6

SupportBee

86%
10.0

Zoho Desk

100%
Zoho Desk ranks higher in 6/6 features

Organize and prioritize service tickets

8.5
85%
4 Ratings
10.0
100%
1 Rating

Expert directory

8.0
80%
3 Ratings
10.0
100%
1 Rating

Subscription-based notifications

8.5
85%
4 Ratings
10.0
100%
1 Rating

ITSM collaboration and documentation

8.5
85%
4 Ratings
10.0
100%
1 Rating

Ticket creation and submission

9.0
90%
4 Ratings
10.0
100%
1 Rating

Ticket response

9.0
90%
4 Ratings
10.0
100%
1 Rating

Self Help Community

8.7

SupportBee

87%
10.0

Zoho Desk

100%
Zoho Desk ranks higher in 2/2 features

External knowledge base

9.0
90%
4 Ratings
10.0
100%
1 Rating

Internal knowledge base

8.5
85%
2 Ratings
10.0
100%
1 Rating

Multi-Channel Help

8.4

SupportBee

84%
10.0

Zoho Desk

100%
Zoho Desk ranks higher in 3/5 features

Customer portal

9.0
90%
3 Ratings
10.0
100%
1 Rating

IVR

8.0
80%
2 Ratings
N/A
0 Ratings

Social integration

7.0
70%
2 Ratings
N/A
0 Ratings

Email support

9.0
90%
3 Ratings
10.0
100%
1 Rating

Help Desk CRM integration

9.0
90%
3 Ratings
10.0
100%
1 Rating

Attribute Ratings

  • SupportBee is rated higher in 1 area: Likelihood to Recommend
  • Zoho Desk is rated higher in 1 area: Support Rating

Likelihood to Recommend

9.0

SupportBee

90%
4 Ratings
8.7

Zoho Desk

87%
20 Ratings

Usability

SupportBee

N/A
0 Ratings
9.1

Zoho Desk

91%
12 Ratings

Support Rating

7.0

SupportBee

70%
2 Ratings
7.9

Zoho Desk

79%
12 Ratings

Likelihood to Recommend

SupportBee

SupportBee is particularly well suited as a support ticket system if you use the systems supported by its 3rd party integrations. If you are looking for a lightweight, easy-to-use, support ticket system without a lot of extras, then SupportBee is the right choice.
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Zoho Corporation

The user friendly android and IOS applications are one of the best features of Zoho Desk although if you are expecting a Desktop application then you will be disappointed and will have to access it from your browser which can be slow sometimes, depending on your internet connection. The work flow of tickets submission either manually through the dashboard or mobile application, and tickets assignment to other agents along with tracking tickets and agents' performance is very easily executed with no issues being faced.
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Pros

SupportBee

  • Shared inbox system
  • The knowledge base resource
  • Customer portal software
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Zoho Corporation

  • Report features give the all insights of the customer team and customer support which enables us to make changes according to it.
  • The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard.
  • I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module.
  • It is completely a feature rich platform.
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Cons

SupportBee

  • UX isn't the cleanest.
  • Finding where to actually start typing responses can be confusing for new users.
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Zoho Corporation

  • When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome.
  • Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :)
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Pricing Details

SupportBee

Starting Price

Editions & Modules

SupportBee editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Zoho Desk

    Starting Price

    $0

    Editions & Modules

    Zoho Desk editions and modules pricing
    EditionModules
    Free01
    Professional232
    Enterprise403
    Standard144

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Required

    Additional Details

    Usability

    SupportBee

    No answers on this topic

    Zoho Corporation

    At times Zoho [Desk] can be a bit glitchy. It does not auto refresh on the ticketing system, and even f it tells you there is a new ticket clicking it does nothing and you need to refresh the page for it to work. We have found at times that is can become unresponsive, although this usually doesn't last for longer than 15-30 mins.
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    Support Rating

    SupportBee

    I haven't had to deal with support issues much, other than someone within our own company helping.
    Read full review

    Zoho Corporation

    Zoho Desk has a technical team of professionals, who are well informed, and they know how to share the knowledge with the other players. Besides, they are competent in dealing with all kinds of customers, from divergent locations, and adopt their differences. Lastly, when called upon to solve an issue, they are quickly responsive.
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    Alternatives Considered

    SupportBee

    SupportBee is the "maximal point" of the combination of feature set, price point, ease of use, third party integrations, and client-facing functionality. Every other system we've tried is too expensive, impossible to use, too many features, too high a learning curve for our employees, or too difficult for our clients to interact with.
    Read full review

    Zoho Corporation

    After trialing and using Zoho Desk, we decided to move onto another product. Zoho has many features that make it a great product, but ease and intuitiveness of use was lacking for us.
    Read full review

    Return on Investment

    SupportBee

    • 100% Service Level Achievement
    • Could Build Good Client & Customer Relationship
    • Knowledge base Could Save Our Time
    • Features are best and justified with the pricing
    • Needs improvement in social integration or channels
    Read full review

    Zoho Corporation

    • Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
    • By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
    • All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.
    Read full review

    Screenshots

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