UserVoice vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
UserVoice
Score 9.5 out of 10
N/A
UserVoice collects and organizes feedback from multiple sources to provide a clear, actionable view of user feedback for product teams. With a customizable feedback portal, in-app widget, and direct integrations with your email client, CRM or support tool, it’s easy for your customers and internal team members to share feedback at anytime. The UserVoice platform allows you to manage all this feedback in a single view, analyze your data to make product decisions based on customer…
$15
per month
Zendesk Suite
Score 8.6 out of 10
N/A
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer…
$55
per month agent
Pricing
UserVoiceZendesk Suite
Editions & Modules
No answers on this topic
Support Team (Foundational Support Only)
$19
per month agent
Suite Team
$55
per month agent
Support Professional
$55
per month agent
Suite Growth
$89
per month agent
Suite Professional
$115
per month agent
Support Enterprise
$115
per month agent
Suite Enterprise
$169
per month agent
Offerings
Pricing Offerings
UserVoiceZendesk Suite
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
UserVoiceZendesk Suite
Considered Both Products
UserVoice
Chose UserVoice
We are now using Zendesk which I do not like at all.
Zendesk Suite
Chose Zendesk Suite
UserVoice. We chose Zendesk over Uservoice because we just thought that Zendesk fit in better with our company. It was possibly a little simpler as well.
Top Pros
Top Cons
Features
UserVoiceZendesk Suite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
UserVoice
-
Ratings
Zendesk Suite
8.7
151 Ratings
11% above category average
Organize and prioritize service tickets00 Ratings9.0150 Ratings
Expert directory00 Ratings8.0100 Ratings
Subscription-based notifications00 Ratings8.4104 Ratings
ITSM collaboration and documentation00 Ratings8.3102 Ratings
Ticket creation and submission00 Ratings9.3150 Ratings
Ticket response00 Ratings9.2149 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
UserVoice
-
Ratings
Zendesk Suite
8.4
136 Ratings
10% above category average
External knowledge base00 Ratings8.3130 Ratings
Internal knowledge base00 Ratings8.4124 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
UserVoice
-
Ratings
Zendesk Suite
8.6
147 Ratings
12% above category average
Customer portal00 Ratings8.7118 Ratings
IVR00 Ratings8.457 Ratings
Social integration00 Ratings8.095 Ratings
Email support00 Ratings9.1144 Ratings
Help Desk CRM integration00 Ratings8.9109 Ratings
Best Alternatives
UserVoiceZendesk Suite
Small Businesses
IBM Targetprocess
IBM Targetprocess
Score 8.9 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
ProductPlan
ProductPlan
Score 9.5 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Miro
Miro
Score 9.1 out of 10
Front
Front
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
UserVoiceZendesk Suite
Likelihood to Recommend
10.0
(9 ratings)
8.8
(189 ratings)
Likelihood to Renew
9.7
(6 ratings)
10.0
(43 ratings)
Usability
8.0
(1 ratings)
8.8
(62 ratings)
Availability
-
(0 ratings)
8.6
(13 ratings)
Performance
-
(0 ratings)
8.0
(10 ratings)
Support Rating
9.0
(1 ratings)
6.5
(31 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
7.9
(9 ratings)
Implementation Rating
9.0
(1 ratings)
9.0
(18 ratings)
Configurability
-
(0 ratings)
9.3
(3 ratings)
User Testimonials
UserVoiceZendesk Suite
Likelihood to Recommend
UserVoice
UserVoice can be an affordable and powerful tool to start engaging customers and employees. It can help manage the entire feedback loop process. But your product management and development teams still need to do their jobs. Remember to have a response SLA in place and ownership for prioritizing and responding to the feedback.
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Zendesk
One specific thing I love about Zendesk Suite lately is the ability to use AI "Enhance writing" it allows me to freehand a response and then have it help me sound more formal or friendly, this is very useful, not only for those free handed ones, but also when you need to repeat the same information to a customer, it can help you make it sound slightly different. I don't like that when a ticket comes, even if you have the shortcut to toggle between chat and email, it doesn't actually toggle.
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Pros
UserVoice
  • User interface is very simple. Learning the product and teaching the team how to use the product took hardly any time at all.
  • Gives visibility into what others are logging. We are able to append 'votes' to certain ideas, rather than having to create an existing idea from scratch.
  • Reporting. Tags allow to easily filter through ideas for roadmap planning.
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Zendesk
  • UI/UX; mature macros and automations, slick and well thought out UI.
  • Reporting, reporting, reporting. With user, org, and ticket level tags, we can track every aspect of our ticket flow.
  • Extensibility; the app marketplace is a great resource for expanding functionality from the baseline offering.
Read full review
Cons
UserVoice
  • Doesn't always catch obvious spam/we have to do a fair amount of blacklisting
  • Doesn't have multiple language options
  • No online/email tech support available. You have to call if you have an issue.
Read full review
Zendesk
  • The development of messaging out of the earlier Chat module is clunky and still has limitations for multi language flows.
  • When creating queries in Explore, you can't search for 'or' conditions, only 'And', meaning you have to build multiple queries and manually add them.
  • You can't download the charts in the reports, they come down as tables and then you have to make your own charts.
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Likelihood to Renew
UserVoice
I just really liked UserVoice.
Read full review
Zendesk
Zendesk is an amazing tool for communicating with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and there are statuses used to make communication easy. We have internal conversations between departments, linked with useful software such as Zingtree, Talkdesk, and Webs.
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Usability
UserVoice
The day-to-day usability is good. More technical settings require a bit more effort.
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Zendesk
Zendesk Suite is a straightforward solution that provides agents with everything they need on the same screen. Allowing an agent to navigate one tab, one screen and switch between features, pin favorite features while viewing the customer profile and details in 360degrees. A view like this empowers agents to support customers better and in a more composed state.
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Reliability and Availability
UserVoice
No answers on this topic
Zendesk
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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Performance
UserVoice
No answers on this topic
Zendesk
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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Support Rating
UserVoice
Always very responsible and helpful when an issue happened. They eat their own cooking when it comes to using their products.
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Zendesk
We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request
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Online Training
UserVoice
No answers on this topic
Zendesk
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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Implementation Rating
UserVoice
Have clear goals and owners established before you start using any tool like this. Very important to get accounts and rights setup so that there's no lag time in customer response once things go live. Make sure IT is involved if you plan to use the Single-Sign On (SSO) or any of the access control tools.
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Zendesk
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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Alternatives Considered
UserVoice
I like the ease of integration into web and mobile apps for UserVoice. It's also a comprehensive bug reporting, user feedback, and knowledge base tool.
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Zendesk
Zendesk Suite is exceptionally user friendly and highly customisable. Free training for all levels and roles of users which is easy to follow and engaging for users is particularly helpful along with the added support behind the scenes from Zendesk support and the Zendesk community is second to none.
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Return on Investment
UserVoice
  • Transparency: Now we can handle better communication of requests with customers and internal stakeholders.
  • We can track better how many ideas are accepted and released vs rejected ones.
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Zendesk
  • We have been able to deliver IT accurately and onetime
  • Our customers have been able to provide feedback on a given ticket and helped us build a better support structure
  • Zendesk Suite has allowed us to be more efficient in our every day operations
Read full review
ScreenShots

UserVoice Screenshots

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Zendesk Suite Screenshots

Screenshot of Zendesk Agent WorkspaceScreenshot of Omnichannel MessagingScreenshot of Zendesk TicketingScreenshot of Bots powered by Zendesk AIScreenshot of Tone shift with Zendesk AIScreenshot of Zendesk ticketing side conversations