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Zendesk vs MessageBird Comparison

Overview

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

MessageBird solves your communication challenges via our SMS, Voice and Conversations APIs.

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

User reviews

5

4

3

2

1

1,315

889

236

43

34

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

5

4

3

2

1

83

31

3

1

3

  • 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

Very easy solution to implement and the support team is fantastic. Very responsive whenever I have a question.
Their product works, it's easy to understand and their service is is amazing. Awesome people working there.
Fantastic pricing when purchasing in bulk with a very easy to use interface. Reporting is excellent and it's easy to find out the status of messages sent.

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

Once someone did connect with me, she stuck with me through all questions.
Can not fault the service. No negative to be found.
Our 600$ is still stuck with them. They haven't refunded the amount at all.
  • Vendor responds to reviews
  • Last review14 days ago
  • Vendor responds to reviews
  • Last review7 months ago

Key features

  • Total features98
  • A/B Testing
  • API
  • Access Control
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Answering Machine Detection
  • Anti Spam
  • Application Integration
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automatic Backup
  • Automatic Notifications
  • Benchmarking
  • Bulk Send
  • CRM Integration
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Caller ID
  • Campaign Scheduling
  • Chat
  • Chat Transcript
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Communication Management
  • Computer Telephony Integration
  • Conditional Logic
  • Configurable Workflow
  • Contact History
  • Content Filter
  • Custom Fields
  • Custom Forms
  • Customer Activity Reporting
  • Customer Database
  • Customer Experience Management
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Delivery Tracking
  • Disaster Recovery
  • Drag & Drop Interface
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Database
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • File Transfer
  • Filtered Views
  • Forms Management
  • Geolocation
  • Geotargeting
  • IVR / Voice Recognition
  • Instant Messaging
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Lead Management
  • Mobile Alerts
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Country
  • Multi-Language
  • Multi-Location
  • Multimedia Support
  • Multiple Format Support
  • Multiple Projects
  • Multiple User Accounts
  • 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 Reporting
  • Real Time Updates
  • Receiving
  • Reminders
  • Reporting & Statistics
  • Role Management
  • Route Optimization
  • Rules-Based Workflow
  • SLA Management
  • SMS Integration
  • SMS Marketing Managment
  • SSL Security
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Text to Speech
  • Third Party Integration
  • Timer
  • Two-Factor Authentication
  • Web Forms
  • Widgets
  • Workflow Management
  • Total features39
  • A/B Testing
  • API
  • Access Control
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Answering Machine Detection
  • Anti Spam
  • Application Integration
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automatic Backup
  • Automatic Notifications
  • Benchmarking
  • Bulk Send
  • CRM Integration
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Caller ID
  • Campaign Scheduling
  • Chat
  • Chat Transcript
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Communication Management
  • Computer Telephony Integration
  • Conditional Logic
  • Configurable Workflow
  • Contact History
  • Content Filter
  • Custom Fields
  • Custom Forms
  • Customer Activity Reporting
  • Customer Database
  • Customer Experience Management
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Delivery Tracking
  • Disaster Recovery
  • Drag & Drop Interface
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Database
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • File Transfer
  • Filtered Views
  • Forms Management
  • Geolocation
  • Geotargeting
  • IVR / Voice Recognition
  • Instant Messaging
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Lead Management
  • Mobile Alerts
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Country
  • Multi-Language
  • Multi-Location
  • Multimedia Support
  • Multiple Format Support
  • Multiple Projects
  • Multiple User Accounts
  • 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 Reporting
  • Real Time Updates
  • Receiving
  • Reminders
  • Reporting & Statistics
  • Role Management
  • Route Optimization
  • Rules-Based Workflow
  • SLA Management
  • SMS Integration
  • SMS Marketing Managment
  • SSL Security
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Text to Speech
  • Third Party Integration
  • Timer
  • Two-Factor Authentication
  • Web Forms
  • Widgets
  • Workflow Management

Integrations

  • Total integrations864
  • 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 integrations17
  • 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 recommend8/10

Share this review:

MessageBird

Easy-to-use service, great for testing texting outreach

Reviewed 2 years ago

Overall, I would recommend the system - easy-to-use, simple solution with helpful customer service. Some of their feature challenges are being addressed.

Pros

The software is very easy to use. We use it in conjunction with our CRM platform, Zendesk, because we were looking for a system that would integrate with Zendesk easily without involving complicated engineering involvement. MessageBird fit the bill and has allowed us to engage in quite a few text outreach campaigns to customers (mainly transaction in nature, not promotional) at minimal cost and fuss - no engineers required. The system integrates fairly well with Zendesk (still some kinks) but it's workable. Time will will if MessageBird proves to be a good long-term solution, but they are working on their offerings. Their customer service is also very pleasant and very helpful, even through some technical challenges.

Cons

The software is not as popular in the US as in Europe, which, especially early on, caused a few more issues setting up the system. There are also some areas where the system *appears* to be less robust than similar solutions in the texting space (like Twilio). There appears to be less flexibility in automation for sending out text messages and occasional system glitches. Their integration with Zendesk (perhaps other CRM platforms, too?) could be improved and lacks some basic features (they're working on it). None of the above, however, means it's not possible to message customers - just annoyances to cross over. The system still works, especially if you're interested in using MessageBird to test texting campaigns.

Zendesk vs. MessageBird

See how Zendesk and MessageBird stack up against each other by comparing features, pricing, ratings and reviews, integrations, screenshots and security. Compare real user opinions on the pros and cons to make more informed decisions.

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