App comparison

Add up to 4 apps below to see how they compare. You can also use the "Compare" buttons while browsing.

Zendesk Suite vs InvGate Service Desk Comparison

Add to Compare

Compare similar apps

Bitrix24 logo

Bitrix24

4.1

Freshdesk logo

Freshdesk

4.5

Agile CRM logo

Agile CRM

4.1

ServiceNow logo

ServiceNow

4.4

NinjaOne logo

NinjaOne

4.8

LiveAgent logo

LiveAgent

4.7

Good recommendations?

Overview

Category Leaders

Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and...

Category Leaders

InvGate Service Desk is web-based solution designed to streamline and optimize IT service delivery and support. InvGate features...

  • 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

Video & Screenshots

Pricing

Starting from

49

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.4

3.2K

5

4

3

2

1

1.7K

1K

278

56

42

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

4.7

94

5

4

3

2

1

68

22

4

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

Pros

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.
This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.
Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.

Pros

Easy to setup and easy to understand on daily usage, the relations between grouping, help desk and catalog is superb.
Invgate Service Desk manages complex processes in a very easy and nice to use way. The integration with Invgate Asset Management tool is amazing.
I love this product beacuse very good when it comes to understanding and I also love the thing that I can design the ticket in very simple and easy way.

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

Getting the correct permissions for all agents/users is a frustrating experience. Somewhat confined to canned reports with little customization.
Organization, problem tracking, time management.
Workflows are subpar, even just a basic onboarding workflow is hard to build out.
  • Vendor responds to reviews
  • Last review4 days ago
  • Vendor responds to reviews
  • Last review2 months ago

Key features

  • Total features183
  • API
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Availability Management
  • Batch Communications
  • 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
  • Chat/Messaging
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • For Insurance Industry
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Group Management
  • Health Score
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • 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
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Quality Assurance
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • 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
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Workflow Configuration
  • Workflow Management
  • Total features73
  • API
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Availability Management
  • Batch Communications
  • 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
  • Chat/Messaging
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • For Insurance Industry
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Group Management
  • Health Score
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • 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
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Quality Assurance
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • 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
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations1109
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM
  • Total integrations9
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM

User reviews that mention these apps

BC
AvatarImg

Bill C.

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Needed this for my client's service desk. It worked well

Reviewed 5 years ago
Pros

Simple interface that was easy to use and navigate. Not too much to get wrong, easy to configure and get up and running.

Cons

Was a bit more expensive than JIRA Service Desk. Seemed dated and didn't have all the features of other SD programs like FootPrints.

SR
AvatarImg

Soumyajit R.

Mechanical or Industrial Engineering, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Amazing customer service software

Reviewed 4 years ago

Its the only service desk software i have used and i am completely happy about it.

Pros

I have used the Zendesk Chat facility in my office. When it comes to pros, its amazing. 1. You can know from which country your client is chatting. 2. It automatically translate your language so you can always speak the language you are comfortable with. Believe me its way more helpful than google translet 3. You can statistically observe the site hit of per hour. You can purchase even for the finer details. 4. You can set pre determined texts.

Cons

1. Statistics graph don't update automatically, I need to manually refresh the page. 2. Chat dont get disconnected unless the client close the window, there has to be some option. Else sometimes client dont close the window for few hours may be a day.

JA
AvatarImg

Jeanette A.

Nonprofit Organization Management, 11-50 employees

Used other for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Tried it, couldn't make it happen

Reviewed 2 years ago

Overall it wasn't for us, it wasn't very easy to use.

Pros

I liked that we could offer assistance on the spot via zen desk. It was convenient for us to have this service.

Cons

It was nearly impossible for us to set up, we couldn't figure it out and we could not get any real support from the company.

VS
AvatarImg

Victor S.

Verified reviewer

Telecommunications, 5,001-10,000 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk hqs mqde IT life eazy

Reviewed 4 years ago
Pros

Customer service software and support ticketing system by Zendesk. Cloud-based help desk solution and which is quite helpful in cloud computing

Cons

With less to say, Zendesk is still the best in business support world, An advancement in their User interface would be best

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

11-50 employees

Used monthly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Zendesk Suite logo

Zendesk Suite

This is the help platform for a variety of softwar

Reviewed 5 years ago

a customer service genie

Pros

very good system for customer service. Basically what happens when a CRM meets a help desk. Combine the two and their child is this.

Cons

Can be costly. If you are a start up this may not be the best tool. Apart from that you do need to have a staff that can manage it.

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Computer Software, 51-200 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Service Desk Tool that packs a punch

Reviewed 3 years ago

Its a ticketing solution that has all the bells and whistles and can really help drive end user self service and avoid bloat on the service desk

Pros

- Cloud based, no installer and software to manage on premise - Supports all the different ITSM and ITIL lifecyles - Dashboard and reporting - Features really helps with first call resolution

Cons

I would like to see more options around customization of the platform, where you can have the ability to fully reskin the product to match company branding.

DS
AvatarImg

David S.

Information Technology and Services, 51-200 employees

Used monthly for 2+ years

Review source

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

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk

Reviewed 3 years ago

It helps our clients and vendors for dealing with issues and being updated.

Pros

The best Help Desk software, easy communication and colaboration on Help Desk management.

Cons

Not much! I have no issues that I am aware of with using it.

TM
AvatarImg

Tony M.

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk for our company was a big change

Reviewed 6 years ago

My company used Zendesk ticketing system for our customer service deprtment and help desk. It was a big improvment over our old system

Pros

No pros were added to this review

Cons

No cons were added to this review

AvatarImg
AvatarImg

Sarah R.

Used other for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Zendesk Suite logo

Zendesk Suite

Not usually too helpful

Reviewed 5 years ago
Pros

I like the idea that companies can use this to help with customer service but I find that if you have a specific questions people at Zen Desk aren't helpful.

Cons

My worst experiences are the fact that when I have questions I usually have a very specific question and when I'm talking to someone from ZenDesk they don't have good answers or aren't very good and fixing my needs.

jm
AvatarImg

james m.

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

Zendesk Suite logo

Zendesk Suite

A full-functioning app that may be too big for our team

Reviewed 6 years ago

Our customer service team only consists of 2 team members so support tickets were primarily handled via email. Of course, this introduces many issues including lack of accountability, as well as from fraudulent attacks. We were looking to migrate over to a help desk platform, but the pricing tier for one of the features only existed on the enterprise level, $125/mo, multiple ticket forms. All other features were useless to us. We eventually discontinued use as the pricing was too expensive for that one feature we needed. It seems like this app would be a great tool to use for larger businesses with more agents, but it just wasn't for us.

Pros

full featured help desk for large support teams.

Cons

too expensive for smaller teams.

OK
AvatarImg

Omar K.

Hospital & Health Care, 201-500 employees

Used monthly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Great for customer support

Reviewed 2 months ago
Pros

Great alternative to traditional help desk tickets

Cons

Not too much Cons about the product. Only good things to say

JC
AvatarImg

Jeffrey C.

Information Technology and Services, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zendesk Suite logo

Zendesk Suite

This service continues to improve let alone offering outstanding reliability

Reviewed 4 years ago

It is our primary help desk software!

Pros

Offers outstanding reliability, amazing features and offers a phone/tablet app for both iOS and Android. We use this app daily and get notified of all updates as needed!

Cons

The answer bot feature has been considered for our needs but we're not certain that it'll work for our needs. Unique feature that has potential though!

JD
AvatarImg

John Daniel J.

Education Management, 501-1,000 employees

Review source

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

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk review

Reviewed 4 months ago
Pros

Excellent help desk tool, provides great customer services

Cons

There are no defaults to the program it works perfectly

AvatarImg
AvatarImg

Dan C.

Verified reviewer

Wholesale, 201-500 employees

Used daily for 2+ years

Review source

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

Share this review:

Zendesk Suite logo

Zendesk Suite

Excellent lightweight service desk tool for a great price!

Reviewed 4 years ago

Excellent tracking capabilities with built in reports for industry standard service desk metrics. I love the ease of use from both a customer's standpoint and from a technician's point of view.

Pros

Zendesk is easy to setup and out of the box it provides you with an excellent ticketing system. They offer plenty of recipes to implement more complex service desk operations, and the system is very easy to configure to ensure full ITIL compliance.

Cons

Because the tool is lightweight, it does not start out 100% ITIL compliant, but it doesn't take much effort to get it there.

AG
AvatarImg

Andrea G.

Real Estate, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Did what it was supposed to.

Reviewed 3 months ago
Pros

The fact it recorded all calls without an issues.

Cons

I had to refresh zen desk a lot due to it kept crashing.

JS
AvatarImg

Jason S.

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk: A study in IT frustration

Reviewed 6 years ago

We have been long time Zendesk shop mainly due to its being one of the first online offerings for service desk management. My main complaint is the pricing. There are so many cloud help desk offerings these days that offer more of a customizable experience for less money if that fits within the IT budget. We are currently looking at solutions that will scale back some of the features with Zendesk that we do not use in order to save money.

Pros

Early SaaS Help Desk solution. Widely used across industry.

Cons

Too pricey.

AP
AvatarImg

Ashley P.

Printing, self-employed

Used weekly for 6-12 months

Review source

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

Share this review:

Zendesk Suite logo

Zendesk Suite

Great software for website help

Reviewed 5 months ago
Pros

Live cha5 and help desk feature were very useful.

Cons

I liked everything about this software, really.

BB
AvatarImg

Brooke B.

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Zendesk Suite logo

Zendesk Suite

Good ticket management with solid integration options

Reviewed 5 years ago
Pros

The company I work for finds this software helpful for our marketing help desk. There is a ticket option so we can prioritize projects. Customer service has always been helpful. I also like how I can add tags to tickets.

Cons

I know that the price is high. The notifications can also be a bit finicky. Also would like to see the software improve/update on mobile.

AvatarImg
AvatarImg

Matthew K.

Verified reviewer

Program Development, 1-10 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Zendesk Suite logo

Zendesk Suite

Support that doesn't suck anymore

Reviewed 7 years ago

My company has been using Zendesk for many years and i've personally been a team member on different companies accounts for projects over the years. I have nothing but good things to say for this software, its easy to use, constantly updated, widely supported and makes it possible to complete many complex help desk tasks with ease.

Pros

The overall design and simple approach to help desk software

Cons

Honestly, nothing is really a con. I do wish it were easier to tag/group tickets being worked on but otherwise the software is great.

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

201-500 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Zendesk Suite logo

Zendesk Suite

Enable Your Customer Service Team to be the Best

Reviewed 5 years ago
Pros

Our customer service/community team utilizes Zen desk to address issues raised by our large community and generally track and manage tickets. We particularly appreciate the strong analytics platform behind Zendesk as we are a metrics and data driven organization.

Cons

Email alias for ZenDesk can be nondescript and confusing for customers. The nature of ticketing can feel impersonal for our end users despite live CS agents answering the threads. There are more needs for AI (for smart tracking and smooth transition between CS agents) and general logistics when multiple agents are handling a single thread. There is a steep learning curve as well.

AvatarImg
AvatarImg

Palash S.

Verified reviewer

Information Technology and Services, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Best for Starters

Reviewed 6 months ago

Overall experience is fantastic, definitely recommend if your requirement is not high or for limited set of customers

Pros

Simple and elegant quite easy to use and someone with a starter experience in CRM and Service desk should definitely go for Zendesk and once confident based on requirement can make a switch to advanced products in CRM and Ticketing system

Cons

Still quite basic as compared to advanced version in Salesforce Service cloud

ML
AvatarImg

Marcus L.

Retail,

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Intuitive, User-Friendly Customer Portal for Everyone

Reviewed 7 years ago
Pros

Zen desk is truly the industry leader in customer management. From inputting product inquiries, to building a report with customers, this is the all-in-one destination for customer relationship management. Zen desk has three pillars built in: support, self-service, and engagement. These three customer service approaches allow for clients to access the information they need on a more informed basis, saving time for both provider and consumer alike. Unlike many platforms, Zendesk has built a system that allows customers to walk away with the information they need efficiently. If a CRM is needed, they are immediately available and easy to access.

Cons

Scaled up support packages can come pricey for small businesses. However, it is well worth the cost.

Lm
AvatarImg

Lori m.

Verified reviewer

Real Estate, 11-50 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk is a great online Web Source, Great Software.

Reviewed 2 years ago

I use Zendesk about weekly for contact support.

Pros

It makes your customers happy you can text, email, live chat and social media. The best software because it is available in 40 different languages.

Cons

Sometimes the messages get missed in Zen Desk if you do not keep checking it.

AvatarImg
AvatarImg

Michael D.

Verified reviewer

Wireless, 1-10 employees

Used monthly for 2+ years

Review source

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

Share this review:

Zendesk Suite logo

Zendesk Suite

Great help desk system

Reviewed 3 years ago

Highly recommended for any company looking for a help desk solution.

Pros

It's a very through and well made program, with a robust system that allows a company's customer service or tech teams to resolve issues in a more constructive way.

Cons

I have no issues or complaints with this service. I've used it with multiple organizations and it's perfect.

RY
AvatarImg

Richard Y.

Hospital & Health Care, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Solid platform!

Reviewed 2 years ago

Overall zen desk is solid for archiving information and calling clients.

Pros

UI is easy to navigate. Provides a wide variety on how you want to store information. Custom template messages is a huge plus in automating certain workflows.

Cons

Emails seem to very inconsistent at times. Experienced issues where cced clients never received my emails.