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Zendesk vs Auvik Comparison

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Overview

Category Leaders

Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets easily....

Auvik’s cloud-based network management software automates and simplifies complex and time-consuming network tasks through...

  • 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

Screenshots

Pricing

Starting from
$

19

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$

150

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

1,385

920

243

48

35

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
would recommend this app

4.7

5

4

3

2

1

46

18

2

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

Pros

Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in.
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.
We ended up switching to a free service which better fit our needs. All in all it was a pleasant experience and we used it for 3 years to manage the chat on our site.

Pros

The GUI is great, and I really appreciate all the errors and misconfigurations Auvik can detect on first deployment. Setup is simple, and the live chat with support has been outstanding.
Excellent for Root Cause Analysis and network tracing. Fantastic, knowledgeable, friendly support.
It also is great for MSPs. The billing breakdown is very nice, and it's very easy for us to have access to all our clients but then give our clients access to just their own stuff.

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.

Cons

In the past, we as an MSP would try to offer Managed Network but it was too costly for us to do so or we missed a lot of things due to time and human errors.
Too many knobs to turn can get into trouble is you over tweak and not understand what you are doing.
The fact that you have a minimum required characters for this "Cons" section is much more annoying than anything about the software.
  • Vendor responds to reviews
  • Last review5 days ago
  • Vendor responds to reviews
  • Last review5 days ago

Key features

  • Total features196
  • 360 Degree Feedback
  • AB Testing
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Management
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Automatic Call Distribution
  • Availability Management
  • Bandwidth Monitoring
  • Bandwidth Troubleshooting
  • Baseline Manager
  • Batch Communications
  • Benchmarking
  • 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 Portal
  • Collaboration Tools
  • Color Codes/Icons
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conditional Logic
  • Configurable Workflow
  • Configuration Management
  • Connectivity Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Activity Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Decision Support
  • Device Auto Discovery
  • Diagnostic Tools
  • Disaster Recovery
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Alerts
  • Email Distribution
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Database
  • Event Logs
  • Event Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • For MSPs
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Health Score
  • Help Desk Management
  • Hierarchical Mapping
  • Historical Audit
  • Historical Reporting
  • Historical Trend Analysis
  • IP Address Monitoring
  • IT Asset Management
  • IT Reporting
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Internet Usage Monitoring
  • Inventory Management
  • Inventory Tracking
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Location-Based Mapping
  • Macros/Templated Responses
  • Manual Dialer
  • Map Exporting
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Analysis
  • Network Monitoring
  • Network Resource Management
  • Offline Form
  • On-Demand Communications
  • On-Demand Mapping
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Print Management
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Quality Assurance
  • Queue Management
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Alerts
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Self-Updating Maps
  • Sentiment Analysis
  • Server Monitoring
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Simple Network Management Protocol (SNMP)
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • 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
  • Threshold Alerts
  • Timer
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Uptime Reporting
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • Visual Analytics
  • Voice Customization
  • Voice Mail
  • Web Forms
  • Web Traffic Reporting
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Workflow Configuration
  • Workflow Management
  • Total features72
  • 360 Degree Feedback
  • AB Testing
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Management
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Automatic Call Distribution
  • Availability Management
  • Bandwidth Monitoring
  • Bandwidth Troubleshooting
  • Baseline Manager
  • Batch Communications
  • Benchmarking
  • 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 Portal
  • Collaboration Tools
  • Color Codes/Icons
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conditional Logic
  • Configurable Workflow
  • Configuration Management
  • Connectivity Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Activity Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Decision Support
  • Device Auto Discovery
  • Diagnostic Tools
  • Disaster Recovery
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Alerts
  • Email Distribution
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Database
  • Event Logs
  • Event Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • For MSPs
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Health Score
  • Help Desk Management