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Good recommendations?
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and keeps your business in sync. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from 700+ app integrations.
HelpDesk is an online ticketing system that simplifies your customer service efforts. Delight your customers with excellent support, and resolve tickets faster. Personalised messages will increase your customer satisfaction.
Starting from
55
/user
Per month
Starting from
29
/user
Per month
Pros
Pros
Cons
Cons
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User reviews that mention these apps
Verified reviewer
Information Technology and Services, self-employed
Used weekly for 2+ years
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Helpdesk and ticket management
Good tool for Helpdesk staff to input tickets
Customer support wasn't great. Customization is possible but worse, I think, than in similar products.
Verified reviewer
Financial Services, 1,001-5,000 employees
Used daily for 6-12 months
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Ticketing, helpdesk, issue resolution
We found it very simple to respond to tickets submitted. Tagging tickets to clump them together is also something we found to be a great feature.
The mobile functionality is limited and not easy to deploy. We have seen pretty good response from customer support teams, but would like to see this improve
Michelle P.
Entertainment, 201-500 employees
Used weekly for 2+ years
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turnkey full fledged helpdesk tool. Does everything!
Nothing, its incredible. the product is great and the company support is fantastic.
Giorgi G.
Used weekly for 1-2 years
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The service of Zendesk is simply the most advanced CS platform I've ever seen. Their platform functionalities and the integration level from the perspective of service adaptation to the business units is simply outstanding from other similar platforms. Furthermore, the experience I had with Zendesk Helpdesk people while I was setting up this for my client-company left me with a big respect for them. People over there are simply the experts of their jobs, thus, providing the valuable support at the highest level possible. I'd say, the only disadvantage with Zendesk and one of the most important aspect is the price. It simply unbearable for the small-sized companies as well as in some cases, for medium companies to afford the increase of the agents and services while the company scales up.
Extensive functionality Easy of use Expert Helpdesk
High pricing.
Michel K.
Human Resources, 1-10 employees
Used weekly for 2+ years
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just excellent, easy to use, not complicated
Easy to use, database with a lot of solutions
Nothing.. It is just a perfect program when applying a helpdesk
Verified reviewer
Construction, 51-200 employees
Used daily for 2+ years
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Ease of tracking of helpdesk tickets.
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.
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.
Verified reviewer
Hospitality, 11-50 employees
Used daily for 2+ years
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This software provided our team with all the helpdesk related items under one roof, no separate tools were needed to achieve a greate helpdesk!
Easy to setup and configure, big community forum to gain more knowledge of the product. Integrates easily with various third-party components. Outstanding customer support provided by Zendesk
it would be good if you could configure some of the Ticket Status's but that is not a big thing.
Jack B.
Real Estate, self-employed
Used daily for 2+ years
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Zendesk customer support is fantastic, as you would expect from a CRM company.
Zendesk is easy and intuitive to use, and provides a great solution for CRM in our real estate business. We have it set up to sync with our internal helpdesk email address and Facebook tickets, and this works seamlessly.
Nothing - it is a great solution for small companies with a helpdesk system.
Verified reviewer
Computer Software, 51-200 employees
Used daily for 1-2 years
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Helped keep Helpdesk communication organized which made happier customers.
They had tons of super useful features and keep all tickets and support communication very organized.
There isn't much to complain about with zen desk. At the time our company used it, it had more features than we needed so we switched because it became cluttered, but it isn't something that would bug others.
Alex B.
Computer Software, 11-50 employees
Used weekly for 2+ years
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Our number one solution for helpdesk and help centre software
We reviewed many help desk systems and Zendesk came out on top by a long way. Its product suite and having them all connected was the real winner for us.
Their tiers model, like many SAAS products can be restricting as they require you to upgrade to another tier if you want any additional features which can prove very costly.
Tomia R.
Entertainment, 1-10 employees
Used daily for less than 6 months
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24 hour customer service or access to the helpdesk is very convenient
I have no complaints at all I really enjoy using the software
Aaron M.
Mechanical or Industrial Engineering, 51-200 employees
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Excellent platform for helpdesk. Internal and external customers will love it.
Intense KB. Public discussions. Great helpdesk tools to manage issues and see team metrics. Surveys. Email threading. Mobile app.
Could improve integration with internal Knowledge Base and problem resolution. (Eg metadata/key work matching to suggest answers)
Verified reviewer
Computer & Network Security, 1,001-5,000 employees
Used monthly for 1-2 years
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Ticketing. It's our customer-facing helpdesk, but internally, we use ServiceNow.
Good for ticketing systems and really hums when it's automated. Fairly widely used in the industry so there's a lot of good forums and support on it.
It's aged. I don't feel like it's kept up with modern devops practices and has stayed more with traditional ticketing systems. Often, even with DKIM/SPF/DMARC, we still get emails from Zendesk ticketing system marked as spam.
Alex H.
Security and Investigations, 1,001-5,000 employees
Used weekly for less than 6 months
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Integration with slack to set up a virtual helpdesk for our distributed teams
Can not think of any cons at this time.
Neeraj B.
Retail, 11-50 employees
Used daily for less than 6 months
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It really helped me to keep track of all the replies sent to customers and hat logs and I can make improvements in my team t handle our customers in a better way. We can train this tool to predict possible solutions for common issues raised by customers.
- Integration with my in-house products. - We can train this tool to predict possible solutions to the common problems - Easy to understand, no special training is required for staff - UI is highly interactive, users can simply report issues or share concerns - My customers are happily using it.
Cost per month is a bit high as compared to other helpdesk tools available in market.
Verified reviewer
Construction, 1,001-5,000 employees
Used weekly for 2+ years
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My company uses Zendesk for the purpose of our IT helpdesk. It enables our IT department to assign and easily track our helpdesk tickets so that they are able to easily resolve high volumes of IT issues.
I haven't had any negative experiences since our company began using the software a few years ago.
Louis J.
Telecommunications, 1-10 employees
Used other for less than 6 months
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We setup a helpdesk software using one of the tower-tier plans.
Lot's of integrations in to CRMs, Live Chats, other Helpdesks etc, strong APIs, White label ability, FAQ / Tech Guide for customers which is a plus.
The pricing has different levels for different features however the Elite Enterprise package costs stupidly expensive.
Adam B.
Government Administration, 201-500 employees
Used daily for 1-2 years
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Zendesk helpdesk has streamlined the way that we track our support requests.
Super simple to setup and get started. Works flawlessly in every aspect in setting rules, communication and forms.
Email setup took a bit of time and effort - but that was probably our hokey email setup more than anything else.
Andy M.
Computer Software, 501-1,000 employees
Used weekly for 1-2 years
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Zendesk has been an excellent, no-frills way to manage our Technical Services/Helpdesk requests.
I have no complaints with Zendesk or its functionality.
Matheus S.
Farming, 11-50 employees
Used daily for 1-2 years
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It's the official tool for helpdesk, of my company, to our costumers.
Integrate Zendesk with other tools to make the helpdesk task more concisely and good to users and companies.
It can be limited for some needs. You have to use to know, based on your issues.
Jan K.
Used daily for 6-12 months
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Great for implementing tracking and controls over helpdesk tickets at any size company. Very flexible.
Expensive and some features are difficult to implement. I didn't like the mobile app, because it wa slacking functionality.
Natalie J.
Marketing and Advertising, 201-500 employees
Used daily for less than 6 months
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We use it as our internal helpdesk and I find it very useful.
How easy it is to maneuver through the interface!
i dont really have any complaints about it.
Kara L.
Financial Services, 201-500 employees
Used daily for 2+ years
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Great way to keep up with inbound customer inquiries, applications, and helpdesk tickets.
Zendesk is user friendly on both the user and administration side. It is a simple and effective way to keep up with tickets coming through. You are also able to make internal and external notes- so you could use it as a email portal, too.
The largest con and irritation is the auto notifications. These are sent on, what feels like, almost every key stroke which can overwhelm the emails.
Pascal P.
Information Technology and Services, 51-200 employees
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It is a good tool for helpdesk agents, but can be improved for supervising
There is not much to complain about, so said differently it is a very good app. All helpdesk needed functions like SLA and automations are covered and the look and feel is fine, but nothing special.
What didn't come in handy was the lack of KPI's. There are dashboards and reports, but we didn't manage to get all the informations as needed out of it.
Brandon M.
Financial Services, 51-200 employees
Used weekly for 1-2 years
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Works great, it's really the industry standard in its field.
Works well for internal and external support. Internally used for IT helpdesk, externally for customer complaints.
Automated emails are generally helpful but can get annoying at times. It's overall a good product though.
Richard E.
Retail, 11-50 employees
Used daily for less than 6 months
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We've used Salesforce Service Cloud, Zendesk, Groove and a slew of others. The team at Helpdesk has built a functionally rich solution that doesn't require a degree to understand how to operate. We're able to manage tickets in a clean and visually minimal environment and get information without needing to execute multiple clicks. Definitely recommend this solution for teams of all sizes.
Super easy to get up and running and start managing customer support inquiries. The support team at HelpDesk is very attentive in addressing any questions.
Tighter integration with LiveChat when we selected the software would have been great, but that has since been rolled out.