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Zendesk vs Salesforce Essentials Comparison

Overview

Category Leaders

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

Salesforce Essentials is a cloud-based CRM for small businesses which allows users to manage leads, opportunities, pipelines,...

  • 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
$25/mo.month
  • 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

5

4

3

2

1

64

44

13

6

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
84%
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

I've used multiple CRM's over the years and this is the best by far. The integration with email is amazing and the collaboration with colleagues is seamless.
This tool does that perfectly. Pipeline management is a key task in Real Estate and this tool helps to achieve that in a great way.
This was the perfect solution (and cost effective) for us to immediately begin tracking and tackling our pipeline and contacts to stay on track with everyting.

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

This software drove me crazy. Regularly confused our clients with other individuals with the same name and filled in data about those unrelated people.
Can't add screenshots of error message which can be rather cumbersome. Also, multiple error messages across a single event can be too much to sit and type out.
As for some of the things I couldn't deal with. And most egregious limitation: Only one agent can be working on a ticket at a time, and there's no way to kick out that other agent.
  • Vendor responds to reviews
  • Last review12 days ago
  • Vendor responds to reviews
  • Last review10 days ago

Key features

  • Total features196
  • 360 Degree Feedback
  • A/B Testing
  • API
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Appointment Management
  • Archiving & Retention
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Benchmarking
  • Blended Call Center
  • CMDB
  • CRM
  • Calendar Management
  • Calendar Sync
  • Calendar/Reminder System
  • 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
  • Commission Management
  • Communication Management
  • Community Management
  • Complaint Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conditional Logic
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact 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
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Synchronization
  • Decision Support
  • Diagnostic Tools
  • Disaster Recovery
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Distribution
  • Email Management
  • Email Marketing
  • Email Templates
  • Email Tracking
  • Employee Database
  • Event Triggered Actions
  • Expense Tracking
  • FAQ
  • Feedback Management
  • Field Sales Management
  • File Sharing
  • Filtering
  • Forecasting
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Grant Management
  • Health Score
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Internal Chat Integration
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Landing Pages/Web Forms
  • Lead Capture
  • Lead Database Integration
  • Lead Management
  • Lead Nurturing
  • Lead Qualification
  • Lead Segmentation
  • Lead Verification/Validation
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Marketing Automation
  • Mobile Access
  • 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 Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Opportunity Management
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Pipeline Management
  • Predictive Analytics
  • Predictive Dialer
  • Print Management
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Prospecting Tools
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • 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
  • Referral Tracking
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Forecasting
  • Sales Pipeline Management
  • Screen Sharing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Shared Contacts
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Source Tracking
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Territory Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Timer
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Usage Tracking/Analytics
  • User Management
  • Video Support
  • Virtual Assistant
  • Voice Customization
  • Voice Mail
  • Volunteer Management
  • Web Forms
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Workflow Configuration
  • Workflow Management
  • Total features89
  • 360 Degree Feedback
  • A/B Testing
  • API
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Appointment Management
  • Archiving & Retention
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Benchmarking
  • Blended Call Center
  • CMDB
  • CRM
  • Calendar Management
  • Calendar Sync
  • Calendar/Reminder System
  • 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
  • Commission Management
  • Communication Management
  • Community Management
  • Complaint Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conditional Logic
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact 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
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Synchronization
  • Decision Support
  • Diagnostic Tools
  • Disaster Recovery
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Distribution
  • Email Management
  • Email Marketing
  • Email Templates
  • Email Tracking
  • Employee Database
  • Event Triggered Actions
  • Expense Tracking
  • FAQ
  • Feedback Management
  • Field Sales Management
  • File Sharing
  • Filtering
  • Forecasting
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Grant Management
  • Health Score
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Internal Chat Integration
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Landing Pages/Web Forms
  • Lead Capture
  • Lead Database Integration
  • Lead Management
  • Lead Nurturing
  • Lead Qualification