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Zendesk vs Deskpro Comparison

Overview

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

Deskpro is multi-channel helpdesk software that can be Cloud or self-hosted. The helpdesk app includes using filters, custom...

  • 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
$15/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

1,319

889

238

43

34

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

4.6

(34)

5

4

3

2

1

22

10

2

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

Ticket handling is great, and the way everything links together is amazing. The ability to search across the whole platform (documentation, tickets, users) all at once, is fantastic.
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

Their support is good, they have a nice response time in any technical question or issue that we had.
Overall its been great, its answered a lot of our issues in the IT department, and with great customer support its been even easier.
Very happy with the software and the excellent support I have always received whenever I ask a question in the live chat.

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.
Its routing function is slow, and it is not automatable. Another problem is (ironically) your tool for managing and tracking problems, it's slow.
I haven't found any problem with this app at the moment. I think it fits our needs at the moment, I will update my review if I ever find a problem.

Cons

There are a few bugs with the portal and guides area of the system that needs some fine-tuning but overall I have very little complaints.
They have some "hidden" costs which were very unpleasant. For example, the cost of removing their logo from your public support center pages, the cost of transferring from OnPremis to Cloud.
Setting up your signature set up takes a long time to get everything just right. Assigning tickets to people or teams/departments can be confusing.
  • Vendor responds to reviews
  • Last review4 days ago
  • Vendor responds to reviews
  • Last review2 months ago

Key features

  • Total features98
  • @mentions
  • A/B Testing
  • API
  • Access Control
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Auditing
  • Authentication
  • Auto-Responders
  • Automated Billing
  • Automatic Backup
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Notifications
  • Benchmarking
  • CRM Integration
  • Call Center Management
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Tracking
  • Call Transfer
  • Caller ID
  • Categorization
  • Chat
  • Client Portal
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Conditional Logic
  • Configurable Workflow
  • Contact History
  • Content Filter
  • Custom Fields
  • Custom Forms
  • Customer Activity Reporting
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Disaster Recovery
  • Drag & Drop Interface
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Management
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • File Management
  • Filtered Views
  • Forms Management
  • Full Text Search
  • IVR / Voice Recognition
  • Instant Messaging
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Labeling
  • Lead Assignment
  • Lead Distribution
  • Lead Management
  • Mobile Alerts
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple User Accounts
  • Online Forums
  • Performance Reports
  • Permission Management
  • Predictive Analytics
  • Prioritizing
  • Project Notes
  • Project Time Tracking
  • Queue Manager
  • Ratings & Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Updates
  • Reporting & Statistics
  • Request Assignment
  • Role Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • SLA Management
  • SMS Integration
  • SSL Security
  • Search Functionality
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Subscription Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Tracking
  • Third Party Integration
  • Timer
  • Two-Factor Authentication
  • Voice Mail
  • Web Forms
  • Website Integration
  • Widgets
  • Workflow Management
  • Total features80
  • @mentions
  • A/B Testing
  • API
  • Access Control
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Auditing
  • Authentication
  • Auto-Responders
  • Automated Billing
  • Automatic Backup
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Notifications
  • Benchmarking
  • CRM Integration
  • Call Center Management
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Tracking
  • Call Transfer
  • Caller ID
  • Categorization
  • Chat
  • Client Portal
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Conditional Logic
  • Configurable Workflow
  • Contact History
  • Content Filter
  • Custom Fields
  • Custom Forms
  • Customer Activity Reporting
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Disaster Recovery
  • Drag & Drop Interface
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Management
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • File Management
  • Filtered Views
  • Forms Management
  • Full Text Search
  • IVR / Voice Recognition
  • Instant Messaging
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Labeling
  • Lead Assignment
  • Lead Distribution
  • Lead Management
  • Mobile Alerts
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple User Accounts
  • Online Forums
  • Performance Reports
  • Permission Management
  • Predictive Analytics
  • Prioritizing
  • Project Notes
  • Project Time Tracking
  • Queue Manager
  • Ratings & Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Updates
  • Reporting & Statistics
  • Request Assignment
  • Role Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • SLA Management
  • SMS Integration
  • SSL Security
  • Search Functionality
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Subscription Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Tracking
  • Third Party Integration
  • Timer
  • Two-Factor Authentication
  • Voice Mail
  • Web Forms
  • Website Integration
  • Widgets
  • Workflow Management

Integrations

  • Total integrations867
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations11
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Deskpro

Seriously The Best, and I Evaluated Just About all of Them!

Reviewed 2 years ago

Very Very Very Positive

Pros

Where to start... The Price is by FAR the best out there, by about half! We looked at all the major players in the industry and none of them could come close to DeskPro in price or in functionality or in customer service. The software itself, is leaps and bounds better from their automation aspects, to the simple to implement customizations (seriously we can now see a per person NPS score every time...

Cons

Speaking of custom fields Deskpro Lets you mass update your custom fields. This is also just not available in any of the systems we demo'd. Their customer support is amazing. We are based out of the US and NEVER have any issues getting help from them or their team. The software is simple to setup, easy to manage, powerful and really really flexible! We used Zendesk, LiveHelpNow, TrackIT, FreshDesk, Happy Fox, Boss, Team Support, Desk.com, Cayzu, Jira, Samanage and seriously none of them were even close to what DeskPro has to offer and not to mention they all were just about double the price per agent! If you are even thinking about DeskPro; give it the 30-second trial signup. We have been with them Since December 2013.