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DocuWare vs Zendesk Suite Comparison

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Overview

DocuWare digitises and secures your documents to flow effortlessly between your colleagues — anywhere, any device, any time.

Category Leaders

Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

49

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.6

61

5

4

3

2

1

41

17

2

0

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
98%
would recommend this app

4.4

3.2K

5

4

3

2

1

1.8K

1.1K

278

56

42

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

Pros

Year on year the software has improved and now represents simply amazing value for money. We looked at many systems closely but DocuWare proved to offer the best functionality vs cost.
Ease of learning and use made it easy for even veteran employees to become invested in the product. We couldn't be more pleased.
We've found that better vendor relationships support better customer service. The breadth of features has also allowed us to improve information flow with our customers.

Pros

I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.
This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.
Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.

Cons

Lack of documentation and information on the web to troubleshoot problems on your own. The company does not seem invested in its clients' education of how to use the product.
The one thing I think is missing (and this has been recorded) is that the "fat" client has been removed from the software. As an administrator, I made frequent use of the fat client.
In order to get results when performing a search you have to search the name of the document exactly as it was recorded. This can be difficult when looking for something that you stored months ago.

Cons

Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
Non-Existent & TERRIBLE Customer Service. You are just a number to them.
If you ever need support from Zendesk then it is horrible.
  • Vendor responds to reviews
  • Last review24 days ago
  • Vendor responds to reviews
  • Last review2 days ago

Key features

  • Total features59
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • CMDB
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Compliance Management
  • Compliance Tracking
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Content Creation
  • Content Library
  • Content Management
  • Content Publishing Options
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Capture and Transfer
  • Data Import/Export
  • Decision Support
  • Digital Asset Management
  • Digital Signature
  • Discussions / Forums
  • Document Automation
  • Document Capture
  • Document Classification
  • Document Management
  • Document Review
  • Document Storage
  • Document Templates
  • Drag & Drop
  • Electronic Forms
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Recovery
  • File Sharing
  • File Transfer
  • Filtering
  • For Insurance Industry
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Group Management
  • Health Score
  • Help Desk Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Indexing
  • Information Governance
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Metadata Management
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Access
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Optical Character Recognition
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Quality Assurance
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Screen Sharing
  • Search/Filter
  • Secure Data Storage
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • Version Control
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Workflow Configuration
  • Workflow Management
  • Total features183
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • CMDB
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Compliance Management
  • Compliance Tracking
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Content Creation
  • Content Library
  • Content Management
  • Content Publishing Options
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Capture and Transfer
  • Data Import/Export
  • Decision Support
  • Digital Asset Management
  • Digital Signature
  • Discussions / Forums
  • Document Automation
  • Document Capture
  • Document Classification
  • Document Management
  • Document Review
  • Document Storage
  • Document Templates
  • Drag & Drop
  • Electronic Forms
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Recovery
  • File Sharing
  • File Transfer
  • Filtering
  • For Insurance Industry
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Group Management
  • Health Score
  • Help Desk Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Indexing
  • Information Governance
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Metadata Management
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Access
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Optical Character Recognition
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Quality Assurance
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Screen Sharing
  • Search/Filter
  • Secure Data Storage
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • Version Control
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations32
  • Asana
  • Box
  • Dropbox Business
  • GitHub
  • Gmail
  • Google Calendar
  • Google Drive
  • Google Workspace
  • Jira
  • Microsoft 365
  • Microsoft Excel
  • Microsoft Outlook
  • Microsoft SharePoint
  • Microsoft Teams
  • OneDrive
  • Salesforce Sales Cloud
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite
  • Total integrations1109
  • Asana
  • Box
  • Dropbox Business
  • GitHub
  • Gmail
  • Google Calendar
  • Google Drive
  • Google Workspace
  • Jira
  • Microsoft 365
  • Microsoft Excel
  • Microsoft Outlook
  • Microsoft SharePoint
  • Microsoft Teams
  • OneDrive
  • Salesforce Sales Cloud
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite

User reviews that mention these apps

AvatarImg
AvatarImg

Christophe L.

Verified reviewer

Insurance, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

DocuWare logo

DocuWare

Une solution flexible rapidement adaptable dans un système d'information

Reviewed 3 years ago

Exemple récent d'implémentation dans le contexte du Covid-19. Avec l'aide d'un intégrateur, nous avons mis en place un parapheur et son workflow en quelques heures. Celui-ci permet aux équipes métier de stocker des documents dans le but de les faire signer par leur N+1. La personne devant signer est notifiée automatiquement qu'une signature est faire suite au dépôt du document, de même pour le dépositaire une fois que le document a été signé.

Pros

- Solution fiable et sécurisée - Concepteur de workflow graphique - Connecteur Outlook

Cons

La fonctionnalité SmartIndex basée sur la capture visuelle de champs d'applications tierce est une bonne idée qui permet de gagner du temps, mais cela fonctionne mal dans le cas où les utilisateurs utilisent des résolutions d'écran disparates.

Showing original review in French. See translation

Vendor response

Thank you for taking the time to review DocuWare. We appreciate your positive feedback. We're glad that the ease of setting up DocuWare Workflow enabled your organization to quickly make the adjustments necessary during the Covid-19 crisis. If you would like to learn more about how to optimize the functionality of Smart Connect, please consult your DocuWare Reseller or Regional Sales Director. They will be able to address your issues. You may also reach out to us directly at customer.feedback@DocuWare.com.