This is a comparison of 3 Help Desk and Ticket Management apps: Zendesk, Autotask and HelpOnClick Live Chat Software. We compare features, pricing, user ratings and more. Check out our Help Desk and Ticket Management reviews and Help Desk and Ticket Management articles & resources, so you can be sure you are choosing the right app for your business. If you feel you need further help in making your choice, do not hestitate to contact us for free advice.


Logo for Zendesk Zendesk

Leading Cloud-Based Customer Service Software Solution



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Logo for Autotask Autotask

IT Business Management Software Platform



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Average Rating (Reviews & ratings by the GetApp Community)

Editorial Reviews from GetApp

Logo for Zendesk
 Zendesk

Very complete help desk solution
Zendesk is a very complete help desk solution — and is scalable to any size business that needs their services. Any company that sells products or services that demand customer assistance should look into a help desk solution. There are many fine solutions out there — and Zendesk is one of the better ones in terms of its own client support, training and host of features to to help make your help desk as “helpful” as possible for your customers. Obviously not all businesses need a help desk – some can get away with a simple FAQ on their site. But for services that are complicated — having a support team that allows you to interact with your customers on a 1:1 basis is a tremendous ROI. Go ahead and splurge folks and keep your customers from running away to your competitors. Because they will if you don’t help them.

Read the full review on the GetApp Blog


Logo for Autotask
 Autotask

Affordable all In One IT Services Management Software
They have great support and, more importantly, have been doing this for ten years ago. That’s saying a lot for a field that’s relatively new. So, you get a level of experience and comfort that is not available to other users.

Read the full review on the GetApp Blog


Logo for HelpOnClick Live Chat Software
 HelpOnClick Live Chat Software

A great tool for any business website
HelpOnClick is a great tool for any business website where there are specific products or services being sold or offered. E-commerce sites come to mind but also any site that has an offering that might need customer support . These might be sites selling insurance, real estate, medical supplies, application software and more. As a first-time user of HelpOnClick, I personally found the product easy to navigate. The settings tab is your key for customizing your customer live chat experience. The fact that you can customize the language, icon and text, makes HelpOnClick relevant to multiple industries and gives a global appeal.

Read the full review on the GetApp Blog


Last Updated (Last change made to the app by the vendor)

Logo for Zendesk
 Zendesk

Logo for Autotask
 Autotask

Logo for HelpOnClick Live Chat Software
 HelpOnClick Live Chat Software

Product Overview

Logo for Zendesk
 Zendesk

Zendesk is the leading cloud-based customer service software solution trusted by over 40,000 organizations worldwide. Companies such as Groupon, Box, and Zappos are using Zendesk to lower costs, raise productivity, and increase customer satisfaction. Loved by both customer service teams and their customers for its beautifully simple interface, Zendesk is easy to try, buy, implement, and use. Zendesk seamlessly integrates all of your support channels including email, web, chat, and social media. Deploy to as many customer service agents as you need whether it's 5, 50, or 500. Zendesk has been deployed by companies with thousands of agents and with tens of thousands of tickets each day.

Read more about Zendesk

Logo for Autotask
 Autotask

Autotask is the all-in-one web-based software that helps VARs, MSPs and IT Service providers to sell, implement, deliver and bill their services. Thanks to Autotask´s automation and management of your people, projects and processes your business performance will be improved significantly. That means greater efficiency, and more profitability. A bold promise, yes. But we deliver by getting your entire team all working off of literally the same customer and business information, all in real time. How does this help? By eliminating duplicate data entry, automating numerous functions and giving you complete visibility into: -What's due -What's billable -What needs to be scheduled -Which employees are under-utilized -How long specific tasks are taking -Which clients are most profitable And, because everything is kept in one database, Autotask gives you the power to mine your data to answer virtually any other question about your business.

Read more about Autotask

Logo for HelpOnClick Live Chat Software
 HelpOnClick Live Chat Software

Increase sales and customer satisfaction with HelpOnClick state of the art Live Chat Software. This Live Chat Software helps you to see exactly who is on your website right now and what they do using a real time traffic monitor. Invite your visitors for a chat and convert them into a paying and happy customers! With HelpOnClick live chat software you can get started with live support and chat in just 5 minutes! Installing HelpOnClick software could not be easier, you only need to copy the HTML code and paste it into your website and you're done. Also, there is no need to keep the browser open as the desktop tray application instantly notifies you about the new chats and messages. Above all, you can also customize the chat window to match your website look.

Read more about HelpOnClick Live Chat Software

Screenshots

Logo for Zendesk
 Zendesk

Screenshot of Zendesk ()

Logo for Autotask
 Autotask

Screenshot of Autotask ()

Logo for HelpOnClick Live Chat Software
 HelpOnClick Live Chat Software

Screenshot of HelpOnClick Live Chat Software ()

Features

Logo for Zendesk
 Zendesk
  • Flexible ticket management with automated workflow
  • Multi-channel support: email, web, phone, chat, social media
  • Mobile support with native iPhone, iPad, and Android apps
  • Robust reporting and advanced analytics
  • Customer facing web interface that you can easily brand
  • Knowledge base portal and community forums included
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Open API enabling seamless integration into your business
  • Multi-brand support with linked accounts
  • Unlimited, free "light agents" (Enterprise plan only)
  • Group rules and macros
  • Screencasting
  • Public and private forums
  • Full CSS rebranding
  • Multi locale (timezone and languages)
  • Export ticket views to CSV
  • SSO with Twitter, Facebook, Google and SAML
  • REST API
  • Pre-built: Salesforce, SugarCRM

Logo for Autotask
 Autotask
  • CRM
  • Contracts
  • Billing
  • Project Management
  • Service Desk
  • Tech Scheduling
  • Time & Expense
  • Quoting & e-Commerce
  • Outsource Management
  • Inventory

Logo for HelpOnClick Live Chat Software
 HelpOnClick Live Chat Software
  • Real time chat with your website visitors
  • See what the visitors are typing before they submit it
  • Detailed real-time traffic monitoring
  • Use canned messages for repetitive responses
  • Virtual Assistant option included
  • Chat between operators, transfer chat to another operator
  • Upload your own icon or choose one from default icons
  • Sound alert whenever a visitor has entered to chat
  • Copy & paste HTML code. One time set up
  • Leave a message option, redirect or hide widget when offline
  • Customizable pre-chat fields
  • Searchable transcript history
  • Use real pictures of your operators
  • Advanced in-built statistics + Google Analytics integration
  • Automated invitations based on visitor type, referrer, etc
  • Full multiple websites & multiple departments support
  • Access from PC, Mac, Tablets, Smartphones, even SMS
  • Facebook chat application for business pages
  • Run multiple chats simultaneously
  • Integrations w/major CMS, E-commerce, Help desk, CRM systems

Typical Customers

Logo for Zendesk
 Zendesk

Freelancers, Large Enterprises, Mid Size Business, Non Profits, Public Administrations, Small Business


Logo for Autotask
 Autotask

Freelancers, Large Enterprises, Mid Size Business, Non Profits, Public Administrations, Small Business


Logo for HelpOnClick Live Chat Software
 HelpOnClick Live Chat Software

Freelancers, Mid Size Business, Small Business


Supported Devices

Logo for Zendesk
 Zendesk

Android, iPhone-iPad, Linux, Mac, Open-source, RIM-BlackBerry, Web-based, Windows, Windows Phone


Logo for Autotask
 Autotask

Android, iPhone-iPad, RIM-BlackBerry, Web-based, Windows


Logo for HelpOnClick Live Chat Software
 HelpOnClick Live Chat Software

Android, iPhone-iPad, Linux, Mac, Web-based, Windows


Supported Platforms

Logo for Zendesk
 Zendesk

Google Apps, Microsoft Dynamics, NetSuite, Open API, Salesforce


Logo for Autotask
 Autotask

Open API


Logo for HelpOnClick Live Chat Software
 HelpOnClick Live Chat Software
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Supported Languages

Logo for Zendesk
 Zendesk

Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian


Logo for Autotask
 Autotask

English


Logo for HelpOnClick Live Chat Software
 HelpOnClick Live Chat Software

Arabic, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish, Ukrainian


Supported Geographies

Logo for Zendesk
 Zendesk

Asia, Australia, Canada, China, Europe, Germany, India, Japan, Latin America, Middle-East and Africa, United Kingdom, United States


Logo for Autotask
 Autotask

Asia, Australia, Canada, China, Europe, India, Latin America, Middle-East and Africa, United Kingdom, United States


Logo for HelpOnClick Live Chat Software
 HelpOnClick Live Chat Software

Asia, Australia, Canada, China, Europe, Germany, India, Latin America, Middle-East and Africa, United Kingdom, United States


Pricing Information

Logo for Zendesk
 Zendesk

Starter Plan: $1 per agent/month with 3 agents Regular Plan: $25 per agent/month Plus Plan: $59 per agent/month Enterprise Plan: $125 per agent/month For a more information on Enterprise Elite, which is $195 per agent/month, visit http://www.zendesk.com/product/pricing


Logo for Autotask
 Autotask

There’s no large upfront charge for the software and no expensive hardware to buy and maintain. You pay a low monthly fee for each user. In fact, in most cases the cost of Autotask is covered with the first wasted hour each user saves, or the first missed billable hour they capture each month with our software.


Logo for HelpOnClick Live Chat Software
 HelpOnClick Live Chat Software

HelpOnClick offer several pricing plans to choose from, based on your budget and needs, starting from $19 per month and going down to $10 per seat/month for multiple agents accounts. Discounts for quarterly and annual billing cycles are available. No credit card required for the 14-day free trial. 40% DISCOUNT ON YEARLY PAYMENT CYCLE! Get a 15-seat account only for $6/seat!


Support (What type(s) of support the company offers to customers)

Logo for Zendesk
 Zendesk

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials


Logo for Autotask
 Autotask

No information available


Logo for HelpOnClick Live Chat Software
 HelpOnClick Live Chat Software

FAQs, Knowledge Base, Online Support, Video Tutorials



Logo for Zendesk Zendesk

Leading Cloud-Based Customer Service Software Solution

Visit Website



Logo for Autotask Autotask

IT Business Management Software Platform

Request Demo  Request Pricing


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• Robust, but easy to use
• Flexible and Intuitive
• Internal collaboration tools, Integrated screen recording
• Customer Portal, KB, Forums
• Screen Recordings
• Automation, Escalation, Time Tracking
• Mobile
• CRM Integrations with Salesforce, Highrise & Zoho
• Software Version & Asset Tracking
• Reporting, Exporting, Filtering, Sorting
• Email-To-Ticket
• Customizable Templates
• Live Chat
• SLA Management
• Ticket Collision
• Tagging & Ticket Queues
• Canned Responses
• Wiki
• Custom Fields and Workflows
• REST API

• Easy-to-use dashboard
• Collaborative tool supports Facebook, Twitter, & Gmail cases
• Sophisticated business rules efficiently route cases
• Flex pricing to support whole company
• Airtight case management system
• Complaint Tracking System
• Self-service support center
• Social Media integration
• Macros
• Bulk Updating
• Labels and Custom Fields
• Customer Profiles
• Case History, Escalation and Case Tracking
• Mobile Support
• Multilingual Support
• Business Insights
• Integration with GetSatisfaction, Salesforce, Google Apps
• Olark, Do, Snapengage Integration
• Create Cases from Facebook Messages.
• Multi-channel case management

• Ticket Management
• Contracts and SLA
• Reports and Dashboards
• Alerts and Notifications
• Knowledge Base
• Customer Self Service Portal
• Social Media Support
• Accounts and Contacts
• Contracts and Service Level Agreements (SLAs)
• Alerts and Notifications
• Product Catalog
• Customer Support Portal

• Email to Ticket Conversion
• Knowledge Base
• Self Service Portal
• Service Level Agreements
• Automations - Ticket routing, scenario automations
• Multi-channel support, including Facebook & Twitter
• Community Portal with Idea Management & Voting
• Multi-product/multi-brand Support
• Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM
• Multi-language & multi-time zone support
• Satisfaction Surveys
• Leaderboard & gamification

• Convert emails into tickets
• Intutive user interface
• In-depth reporting
• Smart rules for automation
• SLA Management
• Personalize Queue
• Canned actions
• Knowledge base & FAQ
• Custom fields
• Escalate tickets
• Advanced Search
• Merge Tickets
• CRM Integration
• Community Forum
• Live Chat Integration
• Scheduled Reports
• Native Mobile Apps
• REST API
• SSO: Google & SAML
• Group Contacts

• Incident Management
• Problem Management
• Change Management
• Release Management
• Asset Management
• Issue Tracking
• Ticketing System
• Knowledge Base
• Self Service Portal
• Service Desk Automations
• Multiple Languages
• Multiple Time Zones
• Satisfaction Survey
• Gamification
• Automatic Ticket Assignment
• Asset Discovery
• REST API
• Out-of-the-box Reporting
• Full CSS Rebranding
• Product Catalogue

• Support ticketing with email integration
• Fully featured live chat for your helpdesk and your website
• Real-time visitor monitoring
• Track and record phone calls
• Rich self-service helpdesk
• Advanced ticket workflows, rules and automations
• Custom fields for tickets, chats and customers
• Rich customer and organization profiles for CRM
• Support for multiple plans
• Manage ticket reply and resolution deadlines
• Define business hours for accurate performance tracking
• Automatic escalation rules ensures nothing slips through
• Native mobile apps for iOS, Android, Windows and Blackberry
• Mobile live chat with the Jabber gateway
• 100+ out-of-the-box helpdesk reports
• Build custom reports with the Kayako Query Language
• Schedule reports to be automatically delivered to your inbox
• Multi-lingual customer support and localizations
• Full control over the look and feel of the helpdesk
• REST API, integrates with your apps and backend systems

• Manage end-user service and support requests
• Collaborate with users and IT team members
• Deliver better IT service to your users
• Offer a branded self-service portal to your users
• Includes an IT service catalog to publish your services
• Integrated IT Asset Management system


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