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Zendesk vs Paychex Flex 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....

Paychex Flex is a cloud-based payroll management platform which helps users manage payroll processing with automatic payroll...

  • 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

920

243

48

35

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

5

4

3

2

1

469

337

168

47

40

  • Value for money
  • Ease of use
  • Features
  • Customer support
86%
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

This product was recommended by our CPA who uses it for his own office. That recommendation was good enough for us and it has proven to be an invaluable asset to our business.
Great service, great app, great website. User friendly, leaves me with no questions after checking my breakdowns every pay period.
We are a month into the implementation process with Paychex and just processed our very first payroll. So far the experience with Paychex and their implementation team has been outstanding.

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

I never criticize publicly about an organization but this one was so very unprofessional and even made worse by the outrageous fees they charge.
It can be a problem to login to the work site which is frustrating when trying to clock in or clock out on time.
Just about everything else. Its not user-friendly, its customer service is terrible and we get so many complaints for employees, as the admin I have limited resources to help.
  • Vendor responds to reviews
  • Last review3 days ago
  • Vendor responds to reviews
  • Last review3 days ago

Key features

  • Total features196
  • 360 Degree Feedback
  • 401(k) Tracking
  • AB Testing
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Applicant Tracking
  • Application Management
  • Appointment Management
  • Approval Process Control
  • Archiving & Retention
  • Assessment Management
  • Asset Tracking
  • Assignment Management
  • Attendance Tracking
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Automatic Call Distribution
  • Availability Management
  • Background Screening
  • Batch Communications
  • Benchmarking
  • Benefits Management
  • Biometric Recognition
  • Blended Call Center
  • CMDB
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Candidate Profiles
  • Candidate Tracking
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Check Printing
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Compensation Management
  • Complaint Management
  • Complaint Monitoring
  • Compliance Management
  • Compliance Tracking
  • Computer Telephony Integration
  • Conditional Logic
  • Configurable Workflow
  • Configuration Management
  • Content Creation
  • Content Management
  • 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
  • Direct Deposit
  • Disaster Recovery
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Distribution
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Onboarding
  • Employee Profiles
  • Employee Scheduling
  • Event Triggered Actions
  • FMLA Administration
  • Feedback Management
  • File Sharing
  • Filtering
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • HR Management
  • Health Score
  • Help Desk Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Internal HR
  • Interview Scheduling
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Job Posting
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Learning & Development
  • Leave Tracking
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multi-State
  • Multiple Format Support
  • Multiple Projects
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Overtime Calculation
  • Payroll Management
  • Payroll Outsourcing
  • Payroll Reporting
  • Performance Management
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Print Management
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Quality Assurance
  • Queue Management
  • Ratings / Reviews
  • 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
  • Recruitment Management
  • Recurring Issues
  • Release Management
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • 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
  • Tax Compliance
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Time Tracking
  • Timer
  • Training Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Usage Tracking/Analytics
  • Vacation/Leave Tracking
  • Video Support
  • Virtual Assistant
  • Voice Customization
  • Voice Mail
  • W-2 Preparation
  • Wage Garnishment
  • Web Forms
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Workflow Configuration
  • Workflow Management
  • Total features55
  • 360 Degree Feedback
  • 401(k) Tracking
  • AB Testing
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Applicant Tracking
  • Application Management
  • Appointment Management
  • Approval Process Control
  • Archiving & Retention
  • Assessment Management
  • Asset Tracking
  • Assignment Management
  • Attendance Tracking
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Automatic Call Distribution
  • Availability Management
  • Background Screening
  • Batch Communications
  • Benchmarking
  • Benefits Management
  • Biometric Recognition
  • Blended Call Center
  • CMDB
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Candidate Profiles
  • Candidate Tracking
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Check Printing
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Compensation Management
  • Complaint Management
  • Complaint Monitoring
  • Compliance Management
  • Compliance Tracking
  • Computer Telephony Integration
  • Conditional Logic
  • Configurable Workflow
  • Configuration Management
  • Content Creation
  • Content Management
  • 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
  • Direct Deposit
  • Disaster Recovery
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Distribution
  • Email Management
  • Email Templates
  • Email Tracking