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Zendesk vs Basecamp 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....

Basecamp is a collaborative project management, team communication, and daily task tracking application suitable for use...

  • 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/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$99/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

1,345

902

238

47

35

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

5

4

3

2

1

6,335

4,898

1,381

234

68

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
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.
It's a very easy to use with very good features that really help make the job much easier. I really learned a lot thanks to it, becaus zendesk helps me know my applicacion even better.
The experience with Zendesk is very good, it has helped me to better organize the incidents, give them priority and also be able to obtain very good statistics to analyze the work of the team.

Pros

Excellent customer support. Company had a blog and podcast worth checking out if you want to learn about great strategies for working remotely or for management techniques.
This software was used by an executive pastor I hired and it had great channels to utilize and overall worked seamlessly. Once I figured out it was very intuitive and helpful.
Benefits are that company can post all my projects on there for me to access. Improvement can be made for making the website more appealing and maybe having a more reliable search bar.

Cons

I dislike that unless you are communicating within the actual Zendesk software with your admin/technical support team, it comes through as a confusing email thread that is hard to follow.
Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
Its routing function is slow, and it is not automatable. Another problem is (ironically) your tool for managing and tracking problems, it's slow.

Cons

Since there are no categories or threads, conversations get lost inside Campfire and it is quite difficult to find specific things that were discussed in the past.
Finding the BaseCamp is sometimes difficult. I have lost the link and was delayed in accessing the info.
The lack of tagging or labels in projects is a bit of a limitation, although ultimately only a minor annoyance in the overall workflow.
  • Vendor responds to reviews
  • Last review10 days ago
  • Vendor responds to reviews
  • Last review4 days ago

Key features

  • Total features196
  • 360 Degree Feedback
  • @mentions
  • A/B Testing
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Management
  • Activity Tracking
  • Activity/News Feed
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Benchmarking
  • Blended Call Center
  • Brainstorming
  • CMDB
  • CRM
  • Calendar Management
  • Calendar Sync
  • 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
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conditional Logic
  • Configurable Workflow
  • Configuration Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Create Subtasks
  • 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
  • Deadline Management
  • Decision Support
  • Diagnostic Tools
  • Disaster Recovery
  • Discussions / Forums
  • Document Management
  • Document Review
  • Document Storage
  • Drag & Drop
  • Email Distribution
  • Email Invitations & Reminders
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Profiles
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Sharing
  • Filtering
  • Forms Management
  • Forum / Discussion Board
  • Full Text Search
  • Gamification
  • Geotargeting
  • Health Score
  • IVR / Voice Recognition
  • Idea Management
  • Inbound Call Center
  • Incident Management
  • 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
  • Microsoft Outlook Integration
  • Milestone Tracking
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Company
  • Multi-Department/Project
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Percent-Complete Tracking
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Print Management
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Productivity Analysis
  • Progressive Dialer
  • Project Management
  • Project Planning
  • Project Planning/Scheduling
  • Project Templates
  • Project Time Tracking
  • Project Tracking
  • Projections
  • Quality Assurance
  • Queue Management
  • Ratings / Reviews
  • 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
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Editing/Updating
  • Task Management
  • Task Planning
  • Task Progress Tracking
  • Task Scheduling
  • Task Tagging
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Timer
  • To-Do List
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • Voice Customization
  • Voice Mail
  • Web Forms
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Workflow Configuration
  • Workflow Management
  • iCalendar Support
  • Total features68
  • 360 Degree Feedback
  • @mentions
  • A/B Testing
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Management
  • Activity Tracking
  • Activity/News Feed
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Benchmarking
  • Blended Call Center
  • Brainstorming
  • CMDB
  • CRM
  • Calendar Management
  • Calendar Sync
  • 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
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conditional Logic
  • Configurable Workflow
  • Configuration Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Create Subtasks
  • 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
  • Deadline Management
  • Decision Support
  • Diagnostic Tools
  • Disaster Recovery
  • Discussions / Forums
  • Document Management
  • Document Review
  • Document Storage
  • Drag & Drop
  • Email Distribution
  • Email Invitations & Reminders
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Profiles
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Sharing
  • Filtering
  • Forms Management
  • Forum / Discussion Board
  • Full Text Search
  • Gamification
  • Geotargeting
  • Health Score
  • IVR / Voice Recognition
  • Idea Management
  • Inbound Call Center
  • Incident Management
  • 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
  • Microsoft Outlook Integration
  • Milestone Tracking
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Company
  • Multi-Department/Project
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Percent-Complete Tracking
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Print Management
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Productivity Analysis
  • Progressive Dialer
  • Project Management
  • Project Planning
  • Project Planning/Scheduling
  • Project Templates
  • Project Time Tracking
  • Project Tracking
  • Projections
  • Quality Assurance
  • Queue Management
  • Ratings / Reviews
  • 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
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Revenue Management