SupportBee vs. Zoho Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
SupportBee
Score 9.0 out of 10
N/A
SupportBee is a lean help desk option, essentially an email ticketing system, for small businesses. It deviates from the typical per agent per month pricing model in favor of pay-as-you-go ticket volume pricing.N/A
Zoho Desk
Score 8.0 out of 10
N/A
Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
$9
per month per user
Pricing
SupportBeeZoho Desk
Editions & Modules
No answers on this topic
Free
$0
Express
$9
per month per user
Standard
$20
per month per user
Professional
$35
per month per user
Enterprise
$50
per month per user
Offerings
Pricing Offerings
SupportBeeZoho Desk
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeRequired
Additional DetailsA discount is offered for yearly billing.
More Pricing Information
Community Pulse
SupportBeeZoho Desk
Features
SupportBeeZoho Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
SupportBee
8.6
4 Ratings
5% above category average
Zoho Desk
8.5
5 Ratings
3% above category average
Organize and prioritize service tickets8.54 Ratings8.85 Ratings
Expert directory8.03 Ratings7.44 Ratings
Subscription-based notifications8.64 Ratings7.44 Ratings
ITSM collaboration and documentation8.54 Ratings10.01 Ratings
Ticket creation and submission9.14 Ratings8.65 Ratings
Ticket response9.14 Ratings8.65 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
SupportBee
8.8
4 Ratings
10% above category average
Zoho Desk
9.0
5 Ratings
12% above category average
External knowledge base9.14 Ratings9.05 Ratings
Internal knowledge base8.52 Ratings9.05 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
SupportBee
8.4
3 Ratings
5% above category average
Zoho Desk
7.0
5 Ratings
13% below category average
Customer portal9.13 Ratings8.04 Ratings
IVR8.02 Ratings00 Ratings
Social integration6.92 Ratings6.43 Ratings
Email support9.13 Ratings6.65 Ratings
Help Desk CRM integration9.13 Ratings7.14 Ratings
Best Alternatives
SupportBeeZoho Desk
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
SysAid
SysAid
Score 9.1 out of 10
SysAid
SysAid
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
SupportBeeZoho Desk
Likelihood to Recommend
9.0
(4 ratings)
8.1
(24 ratings)
Usability
-
(0 ratings)
8.0
(13 ratings)
Support Rating
7.0
(1 ratings)
8.7
(12 ratings)
User Testimonials
SupportBeeZoho Desk
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
Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy.
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Pros
SupportBee
  • Shared inbox system
  • The knowledge base resource
  • Customer portal software
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Zoho
  • It provides a simple widget code with a few clicks once you decide to integrate it with your website or application.
  • There is a very user friendly dedicated mobile application for Zoho Desk for Android and IOS devices.
  • You can easily track all of your tickets and agents from the dashboard interface.
  • You can insert tags with each ticket to group them into specific categories for analysis and troubleshooting.
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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
  • The biggest drawback that I am facing while using the platform is that their ticketing system is not that great [in my opinion]. It does not give us the option to add sales tax and other charges in the invoices which leads to a big problem for us.
  • [I feel] its customer support needs improvement.
Read full review
Usability
SupportBee
No answers on this topic
Zoho
I give [Zoho Desk] [an] overall usability score of 9. This is partly due to the search functionality needs improvement. There are several times where I am left unable to find a ticket and have to generate a new one. I am hoping in the future that they will make some changes!
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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.
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Zoho
As Zoho Support is based in a different timezone to ours it can be an issue that we cannot get an immediate response to an issue. But I will say that once their Support is in the office they are fairly good to respond. they have resolved almost all issues I have told them about, but Zoho have also made system changes and not communicated these beforehand which means we are faced with something new and cannot get support on this until their support team is in the office
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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.
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Zoho
We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to. FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers.
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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
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Zoho
  • 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.
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ScreenShots

Zoho Desk Screenshots

Screenshot of Log and monitor phone conversations, convert them into new tickets, or attach them to existing ones. Convert social media interactions and live chat into tickets at the click of a button.Screenshot of Bring a Help Center directly into a website to strengthen self-service. Chat with Zia, an AI-powered conversation assistant. Customers can chat with Zia right from a mobile app or website. Zia processes their questions and suggests appropriate solutions from the Knowledge Base.Screenshot of With advanced process automation, internal processes can be setup within the help desk, implement them automatically, and make sure that all processes are followed precisely.Screenshot of Instant responses for instant happiness. Respond to customers the minute they reach out with Zoho Desk's embeddable chat widget. Customers can get in touch with agents instantly, right from the Help Center, so agents can respond and help them find answers faster.Screenshot of Monitor a team's performance, customize and schedule reports. Custom dashboards can be created.Screenshot of Zia brings together predictions across anomalies, sentiment, trending ticket tags, and more into a common dashboard for decision-makers to consume. They can drill down further into the details from the same dashboard to investigate further.