Zendesk vs PhoneBurner Comparison

Overview

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

PhoneBurner's Power Dialing platform helps inside sales teams reach 447% more contacts, increase live answers, manage/track...

  • 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
$5.00/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$149.00/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

1,246

850

227

41

29

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

5

4

3

2

1

111

16

3

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

Pros

Overall, my experience has been good. It's a popular platform for a reason as it contains popular features such as reporting and analytics, easy transfers, and visitor history.
The variety of add-ons is big. I love how you can categorize all the tickets and have the ability to have chat in the same window as email tickets.
I like how the phone is built into the suite, updates to tickets is a nice feature as well. Integration with Stella is good too.

Pros

Almost perfect solution for automating outbound CRM and prospecting. Very helpful for most companies that utilize any form of telemarketing/email marketing.
PhoneBurner provides a user friendly platform to rapidly hit prospects and improve the likely hood of improving your sales pipeline.
You pay for outstanding service. Phoneburner is my peace of mind.

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

Sometimes I have had contacts go missing for a little bit they usually show back up the next day. Sometimes the voicemail will be set on the wrong one just have to pay close attention.
You pay for problems NOT happening. You pay for not having to fix issues.
Often times, I am working on other things and I use to dread making my own leads but now it is simply and quick and allows me more time to focus on the calls instead of "WHO" I am calling.
  • Vendor responds to reviews
  • Last review6 days ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features95
  • A/B Testing
  • API
  • Access Control
  • Active Directory Integration
  • Activity Dashboard
  • Activity Management
  • Activity Tracking
  • Administrative Reporting
  • Application Integration
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Dialer
  • Auto-Responders
  • Automatic Backup
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Notifications
  • Benchmarking
  • CRM Integration
  • Calendar Management
  • Calendar Sync with Google
  • Call Center Management
  • Call Disposition
  • Call Recording
  • Call Routing
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Categorization
  • Chat
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Conditional Logic
  • Configurable Workflow
  • Contact Database
  • Contact History
  • Contact Management
  • Content Filter
  • Custom Fields
  • Custom Forms
  • Customer Activity Reporting
  • Customer Database
  • Customer Experience Management
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Filtering
  • Data Import
  • Data Import/Export
  • Disaster Recovery
  • Document Storage
  • Drag & Drop Interface
  • Duplicate Detection
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Database
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Filtered Views
  • Follow-up Scheduling
  • Forms Management
  • Gamification
  • IVR / Voice Recognition
  • Instant Messaging
  • Issue Management
  • Issue Tracking
  • Lead Assignment
  • Lead Distribution
  • 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
  • Pipeline Management
  • Predictive Analytics
  • Prioritizing
  • Productivity Reporting
  • Progressive Dialing
  • Project Notes
  • 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
  • Role-Based Permissions
  • Rules-Based Workflow
  • SLA Management
  • SMS Integration
  • SSL Security
  • Search Functionality
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Scheduling
  • Third Party Integration
  • Timer
  • To-Do List
  • Two-Factor Authentication
  • User Management
  • Voice Mail
  • Web Forms
  • Widgets
  • Workflow Management
  • Total features57
  • A/B Testing
  • API
  • Access Control
  • Active Directory Integration
  • Activity Dashboard
  • Activity Management
  • Activity Tracking
  • Administrative Reporting
  • Application Integration
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Dialer
  • Auto-Responders
  • Automatic Backup
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Notifications
  • Benchmarking
  • CRM Integration
  • Calendar Management
  • Calendar Sync with Google
  • Call Center Management
  • Call Disposition
  • Call Recording
  • Call Routing
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Categorization
  • Chat
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Conditional Logic
  • Configurable Workflow
  • Contact Database
  • Contact History
  • Contact Management
  • Content Filter
  • Custom Fields
  • Custom Forms
  • Customer Activity Reporting
  • Customer Database
  • Customer Experience Management
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Filtering
  • Data Import
  • Data Import/Export
  • Disaster Recovery
  • Document Storage
  • Drag & Drop Interface
  • Duplicate Detection
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Database
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Filtered Views
  • Follow-up Scheduling
  • Forms Management
  • Gamification
  • IVR / Voice Recognition
  • Instant Messaging
  • Issue Management
  • Issue Tracking
  • Lead Assignment
  • Lead Distribution
  • 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
  • Pipeline Management
  • Predictive Analytics
  • Prioritizing
  • Productivity Reporting
  • Progressive Dialing
  • Project Notes
  • 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
  • Role-Based Permissions
  • Rules-Based Workflow
  • SLA Management
  • SMS Integration
  • SSL Security
  • Search Functionality
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Scheduling
  • Third Party Integration
  • Timer
  • To-Do List
  • Two-Factor Authentication
  • User Management
  • Voice Mail
  • Web Forms
  • Widgets
  • Workflow Management

Integrations

  • Total integrations827
  • 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 integrations18
  • 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