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Zendesk vs Nicereply Comparison
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Overview
Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets easily....
Nicereply is a customer satisfaction survey tool built for support teams. Create and send beautiful one-click surveys to...
- 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
$49/mo.month
- 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
Statistics from sw are perfect and we are able to pull out interesting data from the system. Software is a nice "game" for customers and consultants as well.
This software is a great way to encourage everyone in your office to be more conscious of the quality of service they are providing.
One important thing from Customer Service is to track information and Nicereply give us more on what they are thinking. This helps us improve our performance and move forward into a positive goal.
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
If you make a mistake when setting up your reviewing, you have to start from the beginning to fix that mistake, you can't just fix it.
When someone press a bad face or a bad mark by mistake don't have an option to confirm something like: Are you sure.
I don't like logging in and looking at all the stuff I did wrong because that can be quite demotivating and demoralizing.
Key features
- Total features98
- 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
- CRM Integration
- Call Recording
- Call Routing
- Caller ID
- Charting
- Chat
- Collaboration Tools
- Collaborative Workspace
- Commenting
- 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 Questions
- Customizable Reporting
- Customizable Templates
- Data Import/Export
- Disaster Recovery
- Distribution Management
- Drag & Drop Interface
- Email Integration
- Email Notifications
- Email Templates
- Email Tracking
- Employee Database
- Engagement Analytics
- Escalation Management
- Event Triggered Actions
- Feedback Automation
- Feedback Collection
- Feedback Management
- Filtered Views
- Forms Management
- Help Desk Integration
- IVR / Voice Recognition
- Instant Messaging
- Issue Management
- Issue Tracking
- Knowledge Base Management
- Lead Management
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Company
- Multi-Language
- Multi-Location
- Multiple Format Support
- Multiple Projects
- Multiple User Accounts
- Online Forums
- Performance Management
- 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
- Reporting & Statistics
- Role Management
- Rules-Based Workflow
- SLA Management
- SMS Integration
- SSL Security
- Self Service Portal
- Single Sign On
- Social Media Integration
- Status Tracking
- Support Ticket Management
- Support Ticket Tracking
- Survey Management
- Surveys & Feedback
- Tagging
- Template Management
- Third Party Integration
- Timer
- Two-Factor Authentication
- Visual Analytics
- Web Forms
- Widgets
- Workflow Management
- Total features32
- 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
- CRM Integration
- Call Recording
- Call Routing
- Caller ID
- Charting
- Chat
- Collaboration Tools
- Collaborative Workspace
- Commenting
- 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 Questions
- Customizable Reporting
- Customizable Templates
- Data Import/Export
- Disaster Recovery
- Distribution Management
- Drag & Drop Interface
- Email Integration
- Email Notifications
- Email Templates
- Email Tracking
- Employee Database
- Engagement Analytics
- Escalation Management
- Event Triggered Actions
- Feedback Automation
- Feedback Collection
- Feedback Management
- Filtered Views
- Forms Management
- Help Desk Integration
- IVR / Voice Recognition
- Instant Messaging
- Issue Management
- Issue Tracking
- Knowledge Base Management
- Lead Management
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Company
- Multi-Language
- Multi-Location
- Multiple Format Support
- Multiple Projects
- Multiple User Accounts
- Online Forums
- Performance Management
- 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
- Reporting & Statistics
- Role Management
- Rules-Based Workflow
- SLA Management
- SMS Integration
- SSL Security
- Self Service Portal
- Single Sign On
- Social Media Integration
- Status Tracking
- Support Ticket Management
- Support Ticket Tracking
- Survey Management
- Surveys & Feedback
- Tagging
- Template Management
- 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 integrations32
- 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
Alternatives
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User reviews that mention these apps
GH
George Haith
Real Estate, 51-200 employees
Used daily for 1+ years
Review source
Share this review:
Easy to read reviews!
Pros
The pure visual front-end is well-thought out. It makes it so that all the information presented is easily digestible for users.
Cons
It's not necessarily what I like least. I think I just want a seamless integration with the zendesk platform, so that wouldn't have to leave zendesk when wanting to checking the ratings
BF
Beth Frye
Electrical/Electronic Manufacturing, 51-200 employees
Used daily for 1+ years
Review source
Share this review:
NiceReply has been a benefit for us to receive user feedback and act on it. As well as report statistics to the executive team. It has caused some issues with the duplicate tickets.
Pros
Easy to integrate this with Zendesk and include it different triggers.
Cons
Scores duplicate from the same ticket/user. When I asked about it, the support person said it was a firewall issue and then that the user was submitting multiple scores which from what I can see is not the case (most of the time). The timestamps on the reviews are exact but the location the review was submitted from jumps to multiple countries. This causes inaccurate overall scores and manual deletion of duplicates.