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Zendesk vs Infobip 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....

Infobip is an omni-channel communications platform for customer support and engagement, which uses SMS, voice messages, email,...

  • 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

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from

No info

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

1,385

917

243

48

35

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

4.8

5

4

3

2

1

7

2

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.
I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.
We ended up switching to a free service which better fit our needs. All in all it was a pleasant experience and we used it for 3 years to manage the chat on our site.

Pros

Not enoughreviews yet

Cons

Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
Non-Existent & TERRIBLE Customer Service. You are just a number to them.
If you ever need support from Zendesk then it is horrible.

Cons

Not enoughreviews yet

  • Vendor responds to reviews
  • Last review2 days ago
  • Vendor responds to reviews
  • Last review19 days ago

Key features

  • Total features196
  • 2-Way Messaging
  • 360 Degree Feedback
  • AB Testing
  • API
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Management
  • Appointment Management
  • Appointment Scheduling
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audience Targeting
  • Audio / Video Conferencing
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Responses
  • Automated Routing
  • Automatic Backup
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Benchmarking
  • Blended Call Center
  • CMDB
  • CRM
  • 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
  • Channel Attribution
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Click Tracking
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conditional Logic
  • Configurable Workflow
  • Configuration Management
  • Connectivity Management
  • Contact Management
  • Content Creation
  • Content Management
  • Contextual Targeting
  • 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
  • Document Storage
  • Drag & Drop
  • Drip Campaigns
  • Email Automation
  • Email Distribution
  • Email Management
  • Email Marketing
  • Email Templates
  • Email Tracking
  • Employee Database
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • Forms Management
  • Full Text Search
  • Gamification
  • Geolocation
  • Geotargeting
  • Health Score
  • Help Desk Management
  • Human Handover
  • IVR / Voice Recognition
  • 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
  • Marketing Automation
  • Mass Texting
  • Message Personalization
  • Mobile Access
  • Mobile Coupons
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Channel Marketing
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multimedia Support
  • Multiple Format Support
  • Multiple Projects
  • Multiple Scripts
  • Multiple User Accounts
  • Multivariate Testing
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Polls/Voting
  • Predictive Analytics
  • Predictive Dialer
  • Print Management
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Push Notifications
  • 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 Conversations
  • Real-time Updates
  • Recurring Issues
  • Recurring/Subscription Billing
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Rich Text Editor
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SIP Trunking
  • SMS Marketing Managment
  • SMS Messaging
  • SSL Security
  • Scheduled Messaging
  • Screen Sharing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Shortcodes
  • 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
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Timer
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Usage Tracking/Analytics
  • Video Chat
  • Video Support
  • Virtual Assistant
  • Voice Customization
  • Voice Mail
  • Web Forms
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Workflow Configuration
  • Workflow Management
  • Total features62
  • 2-Way Messaging
  • 360 Degree Feedback
  • AB Testing
  • API
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Management
  • Appointment Management
  • Appointment Scheduling
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audience Targeting
  • Audio / Video Conferencing
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Responses
  • Automated Routing
  • Automatic Backup
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Benchmarking
  • Blended Call Center
  • CMDB
  • CRM
  • 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
  • Channel Attribution
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Click Tracking
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conditional Logic
  • Configurable Workflow
  • Configuration Management
  • Connectivity Management
  • Contact Management
  • Content Creation
  • Content Management
  • Contextual Targeting
  • 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
  • Document Storage
  • Drag & Drop
  • Drip Campaigns
  • Email Automation
  • Email Distribution
  • Email Management
  • Email Marketing
  • Email Templates
  • Email Tracking
  • Employee Database
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • Forms Management
  • Full Text Search
  • Gamification
  • Geolocation
  • Geotargeting
  • Health Score
  • Help Desk Management
  • Human Handover
  • IVR / Voice Recognition
  • 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
  • Marketing Automation
  • Mass Texting
  • Message Personalization
  • Mobile Access
  • Mobile Coupons
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Channel Marketing
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multimedia Support
  • Multiple Format Support
  • Multiple Projects
  • Multiple Scripts
  • Multiple User Accounts
  • Multivariate Testing
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Polls/Voting
  • Predictive Analytics
  • Predictive Dialer
  • Print Management
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Push Notifications
  • 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 Conversations
  • Real-time Updates
  • Recurring Issues
  • Recurring/Subscription Billing
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Rich Text Editor
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SIP Trunking
  • SMS Marketing Managment
  • SMS Messaging
  • SSL Security
  • Scheduled Messaging
  • Screen Sharing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Shortcodes
  • 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
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Timer
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Usage Tracking/Analytics
  • Video Chat
  • Video Support
  • Virtual Assistant
  • Voice Customization