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Zendesk vs BlueFolder 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....

BlueFolder is an equipment centric field service and work order management solution with work order software, scheduling,...

  • 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

4.7

(28)

5

4

3

2

1

21

7

0

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.
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

I have had compliments from customers in the last couple of days saying how much they like the ease of use and simplicity.
We really enjoyed the team scheduling on this it was effective for us and helpful we organizing our schedule.
The support has always been great (although we rarely needed it). The system is always up and online, is very reliable, and overall easy to use.

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

Lack of Unsecured email passwords and email addresses , limited of customization of customers and workers.
Many of which are completely missing from similar software.
I really missed not having Blue Folder around.
  • Vendor responds to reviews
  • Last review12 days ago
  • Vendor responds to reviews
  • Last reviewa year ago

Key features

  • Total features196
  • 360 Degree Feedback
  • A/B Testing
  • API
  • Account Alerts
  • Account Management
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Appointment Management
  • Appointment Scheduling
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Benchmarking
  • Billable Items Tracking
  • Billing & Invoicing
  • Blended Call Center
  • CMDB
  • CMMS
  • 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
  • Commercial Properties
  • Communication Management
  • Community Management
  • Complaint Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conditional Logic
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • 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
  • Decision Support
  • Diagnostic Tools
  • Disaster Recovery
  • Discussions / Forums
  • Dispatch Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Distribution
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Scheduling
  • Equipment Management
  • Equipment Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • File Storage
  • Filtering
  • Fixed Asset Management
  • For Schools
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Group Scheduling
  • Health Score
  • IT Asset Management
  • IT Asset Tracking
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Job Management
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Manual Dialer
  • Mobile Access
  • 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
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Booking
  • Online Forums
  • Online Time Clock
  • Outbound Call Center
  • Payment Collection in the Field
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Preventive Maintenance
  • Print Management
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • 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 Appointments
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Residential Properties
  • Resource Management
  • Resource Scheduling
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service History
  • 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 Management
  • Technician Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Time & Expense Tracking
  • Timer
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • Voice Customization
  • Voice Mail
  • Warranty Tracking
  • Web Forms
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Work Order Creation
  • Work Order Management
  • Workflow Configuration
  • Workflow Management
  • Total features63
  • 360 Degree Feedback
  • A/B Testing
  • API
  • Account Alerts
  • Account Management
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Appointment Management
  • Appointment Scheduling
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Benchmarking
  • Billable Items Tracking
  • Billing & Invoicing
  • Blended Call Center
  • CMDB
  • CMMS
  • 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
  • Commercial Properties
  • Communication Management
  • Community Management
  • Complaint Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conditional Logic
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • 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
  • Decision Support
  • Diagnostic Tools
  • Disaster Recovery
  • Discussions / Forums
  • Dispatch Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Distribution
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Scheduling
  • Equipment Management
  • Equipment Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • File Storage
  • Filtering
  • Fixed Asset Management
  • For Schools
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Group Scheduling
  • Health Score
  • IT Asset Management
  • IT Asset Tracking
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Job Management
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Maintenance Scheduling
  • Manual Dialer
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Company
  • Multi-Langu