Tracker vs Zendesk Comparison Chart

Summary
Pricing
Details
Top features
Typical customers
Support options
Mobile apps
Android
iPhone/iPad
User reviews
Value for money
Ease of use
Features
Customer support
Users recommended to a colleague
Integrations
Security
Audit logs
Encryption
File sharing
Security alerts
Access control
Data policy
Social presence
Facebook
Twitter


Reviews

Anonymous
(Retail company, myself only employees)

I love companies who use zen desk

2018-12-01

Pros

Keeps all support tickets organised, and means fast support to end users without anything getting lost. If a company uses zendesk I know they are serious about supporting their customers - enough said.

Cons

Helps keep customers happy and keep track of ongoing issues.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Other

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Cloud customer service software
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Anonymous
(Insurance company, 201-500 employees)

Zendesk for Support

2019-04-22

It is simple and easy to track your work.

Pros

I enjoy the thread of the emails and that all the information for a customer is in one page. The emails continue to roll through and the internal notes are visible in the same thread.

Cons

There are some limitations with the software and tracking certain data.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Irv Villacorta

Improves team efficiency and customer service quality

2017-04-17

The software enables the team to track all issues and improve efficiency.

Pros

Easy to use Tracks all issues and provides reports Improves efficiency and service quality

Cons

External users cannot track or access cases on the website Visual design on emails can be improved

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
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Cloud customer service software
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Anonymous
(Restaurants company, 1-10 employees)

Useful but needs work!

2018-11-06

Pros

It was great for tracking customer issues and tracking feedback from customers

Cons

The system would be down a lot and sometimes parts of the ticket is offline and not useable.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Cloud customer service software
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Anonymous
( company, 1001-5000 employees)

A great software for keeping track of tickets but could be better.

2018-06-01

Pros

The cost of this software is a big plus, and it will do almost everything you need for your support help desk.

Cons

This program misses a lot of tracking features that a lot of MSP's will need.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Other

Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
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Cloud customer service software
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Jennifer Sessions

Not very appealing or helpful

2018-05-23

Pros

Like that you are able to create a ticket for your needs, but limited on the issues that you can pick from

Cons

Very hard to keep track if you have more than one person responding to an issue

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
Zendesk
Cloud customer service software
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Anonymous
Market Research Analyst (Telecommunications company, 11-50 employees)
Verified Reviewer

Great customer help tool!

2018-06-20

Pros

we use Zendesk to keep track of our customer tickets.

Cons

Not that I can think of as right now. It works great with our system and it operates smoothly for our customers.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: GetApp
Helpful?   Yes   No
Zendesk Reviews
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Cloud customer service software
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Sarah Zajac

Great way to track tickets

2017-04-14

Zendesk has helped the organization I work for manage many incoming requests on one platform. It has increased our turnaround times on requests and follow up for reoccurring issues.

Pros

Great way to track tickets

Cons

Has a bit of a learning curve but its not too bad.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
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Cloud customer service software
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Raul Dominguez Arevalo

Good tool for customers issues creation

2019-03-30

I used it mostly for the public API and it's great, when I used the front-end app it felt a little tricky to use.

Pros

- It helps on CRM if not used as one. - It has default reports but allows you to creat your own. - Customizable fielda can be added. - It has a public API to implement on your own TI products

Cons

- It is not that comprehensible, it could improve on that - It would be great to allow to add more than one account to manage the issue tracking.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Monthly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
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Cloud customer service software
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Anonymous
A verified reviewer

The best service desk software, but a bit pricy

2018-04-05

Pros

It is very customisable. So you can set up Your task pipeline as you wish. The customer support is very good.

Cons

Unfortunately it proved to be too expensive for my company. essential features such as time tracking require costly enterprise subscription plans

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
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Cloud customer service software
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Anonymous
(Construction company, 51-200 employees)

ZenDesk has been a great asset here and elsewhere.

2018-04-16

Ease of tracking of helpdesk tickets.

Pros

I like the ability of the product to receive a forwarded email from a specific user/mailbox and create tickets out of it. I give my user a simple email address "help@...." and they can create their own tickets. The management of tickets is super simple which makes it work efficiently.

Cons

I wish you could change the statuses to custom names besides "open, pending,...etc" - would like some options for "awaiting approval" or "awaiting funding" or something similar.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
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Cloud customer service software
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Anonymous
( company, 501-1000 employees)

I use this software to manage and monitor tickets for my customers

2018-07-30

The biggest benefit that I get from this software is ticket tracking and knowledge of the latest with the support ticket.

Pros

I like the ease of use and ability to track ticket progress and get updates as needed.

Cons

If it were able to be integrated with other software that i use like sales force it would make like easier.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
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Cloud customer service software
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Tyrone Pereira

Reinvented the helpdesk capability

2019-04-04

Zendesk has allowed better tracking and accountability when requests are raised.

Pros

The intuitive method of communication and tracking support cases has changed the way we seek support.

Cons

Nothing, we found the software to be beneficial in our organisation.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Monthly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
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Cloud customer service software
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Jenn Johnson

zendesk makes customer service a cake walk

2018-06-11

easily track tickets and keep up with clients

Pros

ZenDesk is easy to use and offers a lot of options to help with your customer service needs, from flows to support tickets its easy to use and saves hassle

Cons

Human error can make finding some tickets time consuming make sure all users file the same way so that the tickets are not lost

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Monthly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
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Cloud customer service software
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Olivia Olivia

One of the most efficient ways to run a ticketing system on the planet

2018-07-31

The ability to answer detailed questions with a standard format, with prewritten letter templates, and with the guidance of supervisors or the ability to train new employees at the same time.

Pros

The ease with which dozens of employees can follow a client's case and come back it for learning purposes. I wish every community and even nonprofits had a way of using it.

Cons

The cost of an effective ticketing software is definitely not cheap, but it is well worth the investment for the fluidity and ease of tracking clients' needs.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
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Cloud customer service software
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Kristen Tepper

Zendesk is an easy-to-use customer service tool that's resulted in faster responses and no "lost" ti

2017-10-03

Easier issue tracking and no lost "tickets".

Pros

Everything is tracked and the owner is clearly defined.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
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Cloud customer service software
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Corinne Mount

Gets The Job Done

2018-09-12

Pros

It is a great way to keep track of all of the customer tickets coming in.

Cons

It has been a challenge to integrate Zendesk with our alternate softwares that we use on a daily basis. And we've noticed employees occasionally have issues with glitches in Zendesk.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No
Zendesk Reviews
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Cloud customer service software
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Randi Neal

ticket crazy

2018-09-11

Pros

That you can track what you need to get done.

Cons

I dont like how confusing it is. Maybe I am just not very savvy when it comes to this but there are lots of fields that you need plus you can have tons of tickets open at the same time and it gets to be overwhelming.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
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Cloud customer service software
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Dustin Judd

We used this software at work before switching to helpscout.

2018-06-11

We were able to keep track of our support tickets.

Pros

I like how it would allow us to keep track of our support tickets.

Cons

Some of the features we were looking for were missing from this software. It worked, but figured we would give HelpScout a try.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Other

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
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Cloud customer service software
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Anonymous
(Publishing company, 11-50 employees)

I used Zendesk at a former job to manage client issues.

2018-05-21

Pros

Zendesk provided a really solid means of tracking and responding to client issues.

Cons

Since I used Zendesk along with a number of other people on the team, at times it was confusing to track who was doing what when we were all on at the same time.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Weekly

Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
Zendesk
Cloud customer service software
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Carlos Souza

Excellent tool for our customer experience

2017-08-10

Pros

Zendesk helps us improve and track all of your customer relationships, since it enables is to make a chat window in our website, integrates with facebook messenger and we also track support tickets.

Cons

Actually I don't have anything to complain about, maybe it could have a slightly better interface, although it's good enough.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
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Cloud customer service software
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Taylor Lindenbaum

Zendesk as a useful helpdesk tool

2016-10-06

I have been using Zendesk for over 3.5 years and I find it pretty simple to use. The fact that you can respond via email is helpful as an agent for rapid troubleshooting and responding. Overall, I have had a pretty positive experience and just successfully integrated it into our single sign-on provider. Some areas to improve would be a shortcut to marking an issue as "Solved". This could be helpful instead of having to log in to close issues. Additionally many users reply "thanks" when you close an issue and this automatically re-opens the issue which can be tedious for agents.

Pros

Tracking issues in an easy to read thread.

Cons

Need an option for "thank you" comments to not re-open solved issues.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
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Cloud customer service software
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Italo Pedrosa

Easy-to-use support application

2018-03-23

It is a very good application to track the problems of users

Pros

In my opinion Zendesk is a great ticket management application and it is easy for customers to request assistance

Cons

It's a bit expensive I can´t think of many things that I don´t like but sometimes the problem is user training

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
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Anonymous
A verified reviewer

It is a great tool to manage comments and feedback from customers in an organized way.

2018-03-13

This is a great ticket management software to track customer support issues.

Pros

I like that with this software it is easy to track customer comments and respond to them in a very efficient and organized way.

Cons

The part i like the least is that the notifications are a little confusing. The mobile version could use some help.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
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Cloud customer service software
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Anonymous
(Publishing company, 501-1000 employees)

Nice ticketing system with too many bells and whistles.

2018-05-15

Pros

This is a very good product for keeping track of tickets.

Cons

Some of the features are difficult to turn off, or impossible to turn off, so you are stuck with them. Most don't interfere with performance, but they are a pain to navigate around.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
Zendesk
Cloud customer service software
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