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Zendesk vs Helpshift Comparison
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Overview
Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets easily....
Helpshift is a Digital Customer Service platform that tightly integrates messaging, Automation, Bots & AI. Delivers personalized,...
- 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
$0/yr.year
- Free trial available
- No credit card required
- Free account
- Subscription based
User reviews
4.4
5
4
3
2
1
1,319
889
238
44
34
- Value for money
- Ease of use
- Features
- Customer support
96%
would recommend this appPros
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
Easy to plug into your app, and I like that it’s supporting attach screenshots which are very important for CRM.
Very importantly too, I love the quality of support offered my team by the Helpshift customer service desk.
The platform is easy to use and navigate but wish we had more analytics and better stats for tracking individual and team performance.
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
Customer service was terrible. The bait & switch pricing.
For example, deep linking started working after removing Helpshift. So the SDK is doing some crazy stuff under the hood.
It could also be possible that my current company dont feel those features or functionality as neccessary but it really sucks big time.
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
- Authentication
- Auto-Responders
- Automatic Backup
- Automatic Notifications
- Benchmarking
- Business Intelligence
- CRM Integration
- Call Recording
- Call Routing
- Caller ID
- Campaign Analysis
- Campaign Management
- Case Management
- Chat
- Client Portal
- Collaboration Tools
- Collaborative Workspace
- Commenting
- Conditional Logic
- Configurable Workflow
- Contact History
- Content Filter
- Custom Fields
- Custom Forms
- Customer Accounts
- Customer Activity Reporting
- Customer Database
- Customer Experience Management
- Customer History
- Customer Segmentation
- Customer Service Analytics
- Customizable Branding
- Customizable Reporting
- Customizable Templates
- Data Import
- Data Import/Export
- Data Visualization
- Desktop Notifications
- 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
- Filtered Views
- Forms Management
- Full Text Search
- Gamification
- Help Desk Integration
- Help Desk Management
- IVR / Voice Recognition
- Inbox Management
- Instant Messaging
- Issue Management
- Issue Tracking
- Knowledge Base Management
- Lead Management
- Monitoring
- Multi-Campaign
- Multi-Channel Communication
- Multi-Channel Distribution
- Multi-Channel Management
- Multi-Company
- Multi-Language
- Multi-Location
- Multiple Format Support
- Multiple Projects
- Multiple User Accounts
- Offline Access
- Online Forums
- Performance Reports
- Permission Management
- Predictive Analytics
- Prioritizing
- Queue Manager
- Ratings & Reviews
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Updates
- Reporting & Statistics
- Request Routing
- Role Management
- Rules-Based Workflow
- SLA Management
- SMS Integration
- SSL Security
- Search Functionality
- Self Service Portal
- Sentiment Analysis
- Single Sign On
- Social Media Integration
- Status Tracking
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Tagging
- Third Party Integration
- Timer
- Two-Factor Authentication
- Visual Analytics
- Web Forms
- 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
- Authentication
- Auto-Responders
- Automatic Backup
- Automatic Notifications
- Benchmarking
- Business Intelligence
- CRM Integration
- Call Recording
- Call Routing
- Caller ID
- Campaign Analysis
- Campaign Management
- Case Management
- Chat
- Client Portal
- Collaboration Tools
- Collaborative Workspace
- Commenting
- Conditional Logic
- Configurable Workflow
- Contact History
- Content Filter
- Custom Fields
- Custom Forms
- Customer Accounts
- Customer Activity Reporting
- Customer Database
- Customer Experience Management
- Customer History
- Customer Segmentation
- Customer Service Analytics
- Customizable Branding
- Customizable Reporting
- Customizable Templates
- Data Import
- Data Import/Export
- Data Visualization
- Desktop Notifications
- 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
- Filtered Views
- Forms Management
- Full Text Search
- Gamification
- Help Desk Integration
- Help Desk Management
- IVR / Voice Recognition
- Inbox Management
- Instant Messaging
- Issue Management
- Issue Tracking
- Knowledge Base Management
- Lead Management
- Monitoring
- Multi-Campaign
- Multi-Channel Communication
- Multi-Channel Distribution
- Multi-Channel Management
- Multi-Company
- Multi-Language
- Multi-Location
- Multiple Format Support
- Multiple Projects
- Multiple User Accounts
- Offline Access
- Online Forums
- Performance Reports
- Permission Management
- Predictive Analytics
- Prioritizing
- Queue Manager
- Ratings & Reviews
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Updates
- Reporting & Statistics
- Request Routing
- Role Management
- Rules-Based Workflow
- SLA Management
- SMS Integration
- SSL Security
- Search Functionality
- Self Service Portal
- Sentiment Analysis
- Single Sign On
- Social Media Integration
- Status Tracking
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Tagging
- Third Party Integration
- Timer
- Two-Factor Authentication
- Visual Analytics
- Web Forms
- Widgets
- Workflow Management
Integrations
- Total integrations868
- BigCommerce
- Freshdesk
- Google Analytics
- HubSpot CRM
- Jira
- Joomla
- Magento Commerce
- Mailchimp
- Pipedrive
- Salesforce Sales Cloud
- Salesforce Service Cloud
- Shopify
- Slack
- SugarCRM
- Wordpress
- Zapier
- Zendesk
- Zoho CRM
- Total integrations18
- BigCommerce
- Freshdesk
- Google Analytics
- HubSpot CRM
- Jira
- Joomla
- Magento Commerce
- Mailchimp
- Pipedrive
- Salesforce Sales Cloud
- Salesforce Service Cloud
- Shopify
- Slack
- SugarCRM
- 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
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User reviews that mention these apps
Marcio Hoerlle Lopes
Internet, 501-1,000 employees
Used daily for 4+ years
Review source
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Helpshift
Good platfom to reply Mobile app support tickets, but it lacks features.
Reviewed 2 years ago
It does the basic job of getting a ticket and responding, splitting incoming tickets into queues, even classifying it with tags, but don't expect a fully developed solution like Zendesk. Helpshift is just no there yet.
Pros
The feature so far is the cod you can inject in your app to query the remote mobile device hardware and software spec that helps a lot when troubleshooting tickets received.
Cons
it totally lacks a module do some BI number crunching providing basic information like, how much time an agent spent on a ticket ? What's the agent RPH ? there are no statistics at all to help managers to improve the service quality.
Fabiana Hadrych
Outsourcing/Offshoring, 201-500 employees
Used daily for 3+ years
Review source