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Zendesk vs RFPIO 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....

Category Leaders

RFPIO is a response management platform that helps companies digitally transform their business proposal process, share knowledge,...

  • 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

1,345

902

238

47

35

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

4.8

(89)

5

4

3

2

1

74

15

0

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
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.
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

Love the reporting capabilities. Glad to have the discussion section for documenting conversations.
Having great software is really important, but it's equally as important to have a solid support system, too. We're thrilled with RFPIO's top-notch customer service.
I like that the update team is responsive to requests from users, and that it is continually being improved. The system is easy to use, and integrates into MSFT and SalesForce products easily.

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.
Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
Its routing function is slow, and it is not automatable. Another problem is (ironically) your tool for managing and tracking problems, it's slow.

Cons

My team members are often confused with the platform, no matter how simple I try to make it for them.
I'm not sure what they're getting, and I don't know when it's been answered. May be a user error on my part.
Lack of text / content formatting options in Response / Answers pane.
  • Vendor responds to reviews
  • Last review10 days ago
  • Vendor responds to reviews
  • Last review2 years ago

Key features

  • Total features196
  • 360 Degree Feedback
  • @mentions
  • A/B Testing
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Action Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Management
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Automatic Call Distribution
  • Automatic Formatting
  • Availability Management
  • Batch Communications
  • Benchmarking
  • Bid Management
  • 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 Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conditional Logic
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Content Creation
  • Content Library
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Estimating
  • 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 Questions
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Diagnostic Tools
  • Digital Signature
  • Disaster Recovery
  • Discussions / Forums
  • Document Automation
  • Document Management
  • Document Review
  • Document Storage
  • Document Templates
  • Drag & Drop
  • Due Date Tracking
  • Electronic Signature
  • Email Alerts
  • Email Distribution
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Database
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • Forms Management
  • Full Text Search
  • Gamification
  • Gantt/Timeline View
  • Geotargeting
  • Health Score
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Library
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Match & Merge
  • Milestone Tracking
  • Mobile Access
  • Mobile Alerts
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Access
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • PDF Conversion
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Pipeline Management
  • Planning Tools
  • Predictive Analytics
  • Predictive Dialer
  • Print Management
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progress Tracking
  • Progressive Dialer
  • Project Management
  • Project Planning
  • Project Templates
  • Project Tracking
  • Projections
  • Proposal Generation
  • Quality Assurance
  • Queue Management
  • RFP Management
  • RFP Responding
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Requirements Management
  • Requisition Management
  • Resource Management
  • Revenue Management
  • Rich Text Editor
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Reports
  • Screen Sharing
  • Search/Filter
  • Secure Login
  • Self Service Portal
  • Self-Learning
  • 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
  • Task Planning
  • Task Progress Tracking
  • Task Scheduling
  • Template Management
  • Templates
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Time & Expense Tracking
  • Timer
  • To-Do List
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Usage Tracking/Analytics
  • Version Control
  • Video Support
  • Virtual Assistant
  • Voice Customization
  • Voice Mail
  • Web Forms
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Workflow Configuration
  • Workflow Management