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Zendesk vs SendGrid Comparison

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Overview

Category Leaders

Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and...

Category Leaders

Twilio SendGrid's cloud-based email infrastructure relieves businesses of the cost and complexity of maintaining custom email...

  • 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

Video & Screenshots

Pricing

Starting from

$

19

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

Starting from

$

14.95

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

1,446

938

245

52

36

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

5

4

3

2

1

274

147

34

20

33

  • Value for money
  • Ease of use
  • Features
  • Customer support
86%
would recommend this app

Pros

I loved the ease of deployment and the UX on the admin end. It was very easy to segment and follow what was going on and was even fun to play with different options.

AR

Anonymous Reviewer

Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.

AR

Anonymous Reviewer

This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.

LR

Laura R.

Pros

The cost benefit is very good and the free plan is very functional. It has excellent usability and performance and facilitates the management of multiple domains.

AF

ALEXANDER F.

The best part is the statistics you receive following an email campaign, you can view what % of users opened the email - superb for marketing.

AR

Anonymous Reviewer

It has a really good transactional API and the dynamic template is nice and easy to use. Ruby gem for SendGrid is good as well.

SK

Suman K.

Cons

Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.

JK

Jeff K.

Non-Existent & TERRIBLE Customer Service. You are just a number to them.

NC

Nicole C.

If you ever need support from Zendesk then it is horrible.

AR

Anonymous Reviewer

Cons

I tried for 2 weeks to get in touch with them (trouble tickets, emails, and phone calls) and never got a reply to anything. This is a TERRIBLE company to do business with.

DK

Daniel K.

Service is terrible lodged a customer service request replied quickly with useless information then didn't hear from them for 4 days.

TB

Tony B.

When complaining to Sendgrid I spoke with several people who were empathic to my frustrations about the program no longer working as it should.

CW

Charles W.

  • Vendor responds to reviews
  • Last review4 days ago
  • Vendor responds to reviews
  • Last review20 days ago

Key features

  • Total features178
  • 360 Degree Feedback
  • AB Testing
  • API
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audience Targeting
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • CAN SPAM Compliance
  • CMDB
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Analytics
  • Campaign Management
  • Campaign Scheduling
  • Campaign Segmentation
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Catch-all Server Detection
  • Change Management
  • Chat/Messaging
  • Churn Management
  • Click Tracking
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • 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
  • Data Recovery
  • Decision Support
  • Delivery Tracking
  • Discussions / Forums
  • Disposable Email Detection
  • Document Storage
  • Domain Check
  • Drag & Drop
  • Drip Campaigns
  • Dynamic Content
  • Email Campaign Management
  • Email Distribution
  • Email Management
  • Email Marketing
  • Email Monitoring
  • Email Templates
  • Email Tracking
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geolocation
  • Geotargeting
  • Health Score
  • Help Desk Management
  • IVR / Voice Recognition
  • Image Library
  • Inbound Call Center
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Landing Pages/Web Forms
  • List Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Mailing List Management
  • Manual Dialer
  • Mobile Access
  • Mobile Optimized Emails
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • 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
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Management
  • 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
  • Signature Management
  • Single Email Verification
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Spam Analysis
  • Spam Blocker
  • Subscription Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Syntax Check
  • Tagging
  • Task Management
  • Team Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Unsubscribe Database
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • Voice Customization
  • Voice Mail
  • WYSIWYG Editor
  • Website Visitor Tracking
  • Whitelisting/Blacklisting
  • Widgets
  • Win / Loss Analysis
  • Workflow Configuration
  • Workflow Management
  • Total features65
  • 360 Degree Feedback
  • AB Testing
  • API
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audience Targeting
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • CAN SPAM Compliance
  • CMDB
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Analytics
  • Campaign Management
  • Campaign Scheduling
  • Campaign Segmentation
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Catch-all Server Detection
  • Change Management
  • Chat/Messaging
  • Churn Management
  • Click Tracking
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • 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
  • Data Recovery
  • Decision Support
  • Delivery Tracking
  • Discussions / Forums
  • Disposable Email Detection
  • Document Storage
  • Domain Check
  • Drag & Drop
  • Drip Campaigns
  • Dynamic Content
  • Email Campaign Management
  • Email Distribution
  • Email Management
  • Email Marketing
  • Email Monitoring
  • Email Templates
  • Email Tracking
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geolocation
  • Geotargeting
  • Health Score
  • Help Desk Management
  • IVR / Voice Recognition
  • Image Library
  • Inbound Call Center
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Landing Pages/Web Forms
  • List Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Mailing List Management
  • Manual Dialer
  • Mobile Access
  • Mobile Optimized Emails
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • 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
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Management
  • 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
  • Signature Management
  • Single Email Verification
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Spam Analysis
  • Spam Blocker
  • Subscription Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Syntax Check
  • Tagging
  • Task Management
  • Team Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Unsubscribe Database
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • Voice Customization
  • Voice Mail
  • WYSIWYG Editor
  • Website Visitor Tracking
  • Whitelisting/Blacklisting
  • Widgets
  • Win / Loss Analysis
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations1021
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • ServiceNow
  • Shopify
  • Slack