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Zendesk vs SharpSpring Comparison

Overview

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

SharpSpring, an affordable marketing automation alternative to HubSpot and Marketo, specializes in lead generation and customer...

  • 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

1,317

889

237

43

34

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

5

4

3

2

1

466

154

34

6

15

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

Pros

Ticket handling is great, and the way everything links together is amazing. The ability to search across the whole platform (documentation, tickets, users) all at once, is fantastic.
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

It has all the robust features of competitors but I think easier to use and you can easily integrate with websites. Also, It is very agency friendly and the customer support is great.
It has great templates which allow you to create emails that look great and are functional sales tools. There are also great automation tools for drip campaigns and re-targeting.
I recently tied my calendar into my signature to improve the meeting functionality offered to prospects/clients. The FAQs and video help are incredibly useful and customer service is fantastic.

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

Visitor ID: This really sucks, they cant ban ISP's from their side, no country wise traffic, this is really a useless feature.
I disliked little about the software, and only heard complaints that were minor, such as, bringing back a coders view for the emails templates.
I highly dislike the recent shift in having clients pay for their own accounts with separate billing.
  • Vendor responds to reviews
  • Last review4 days ago
  • Vendor responds to reviews
  • Last review6 days ago

Key features

  • Total features98
  • A/B Testing
  • API
  • Access Control
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automatic Backup
  • Automatic Lead Distribution
  • Automatic Notifications
  • Behavior Tracking
  • Benchmarking
  • Business Analysis
  • CRM Integration
  • Call Recording
  • Call Routing
  • Caller ID
  • Campaign Analysis
  • Campaign Management
  • Campaign Planning
  • Campaign Scheduling
  • Campaign Segmentation
  • Chat
  • Click Tracking
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Conditional Logic
  • Configurable Workflow
  • Contact Database
  • Contact History
  • Contact Management
  • Content Filter
  • Content Library
  • Content Management
  • Content Repository
  • Conversion Tracking
  • Custom Fields
  • Custom Forms
  • Custom Landing Pages
  • Customer Accounts
  • Customer Activity Reporting
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Profiling
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Dashboard Creation
  • Data Filtering
  • Data Import
  • Data Import/Export
  • Disaster Recovery
  • Drag & Drop Interface
  • Drip Marketing
  • Email Alerts
  • Email Distribution
  • Email Integration
  • Email Marketing Management
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Database
  • Escalation Management
  • Event Tracking
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Filtered Views
  • Forms Management
  • Graphical Workflow Editor
  • IVR / Voice Recognition
  • Image Library
  • Instant Messaging
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Landing Page Templates
  • Lead Capture
  • Lead Distribution
  • Lead Generation
  • Lead Management
  • Lead Nurturing
  • Lead Scoring
  • Mailing List Management
  • Monitoring
  • Multi-Campaign
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Channel Marketing
  • Multi-Company
  • Multi-Country
  • Multi-Language
  • Multi-Location
  • Multiple Data Sources
  • Multiple Format Support
  • Multiple Projects
  • Multiple User Accounts
  • Online Forums
  • Performance Reports
  • Permission Management
  • Pipeline Management
  • Pipeline Reports
  • Predictive Analytics
  • Preview Functionality
  • Prioritizing
  • Promotions Management
  • Question Branching
  • Queue Manager
  • ROI Analytics
  • Ratings & Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real Time Updates
  • Recurring Tasks
  • Reminders
  • Reporting & Statistics
  • Role Management
  • Rules-Based Workflow
  • SLA Management
  • SMS Integration
  • SSL Security
  • Sales Analytics
  • Sales Reporting
  • Sales Tracking
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Social Network Marketing
  • Status Tracking
  • Subscription Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Third Party Integration
  • Timer
  • Two-Factor Authentication
  • Unsubscribe Database
  • Video Conferencing
  • Visitor Management
  • Visitor Tracking
  • Visual Analytics
  • WYSIWYG Editor
  • Web Forms
  • Website Integration
  • Widgets
  • Workflow Management
  • eCommerce Integration
  • Total features100
  • A/B Testing
  • API
  • Access Control
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automatic Backup
  • Automatic Lead Distribution
  • Automatic Notifications
  • Behavior Tracking
  • Benchmarking
  • Business Analysis
  • CRM Integration
  • Call Recording
  • Call Routing
  • Caller ID
  • Campaign Analysis
  • Campaign Management
  • Campaign Planning
  • Campaign Scheduling
  • Campaign Segmentation
  • Chat
  • Click Tracking
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Conditional Logic
  • Configurable Workflow
  • Contact Database
  • Contact History
  • Contact Management
  • Content Filter
  • Content Library
  • Content Management
  • Content Repository
  • Conversion Tracking
  • Custom Fields
  • Custom Forms
  • Custom Landing Pages
  • Customer Accounts
  • Customer Activity Reporting
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Profiling
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Dashboard Creation
  • Data Filtering
  • Data Import
  • Data Import/Export
  • Disaster Recovery
  • Drag & Drop Interface
  • Drip Marketing
  • Email Alerts
  • Email Distribution
  • Email Integration
  • Email Marketing Management
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Database
  • Escalation Management
  • Event Tracking
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Filtered Views
  • Forms Management
  • Graphical Workflow Editor
  • IVR / Voice Recognition
  • Image Library
  • Instant Messaging
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Landing Page Templates
  • Lead Capture
  • Lead Distribution
  • Lead Generation
  • Lead Management
  • Lead Nurturing
  • Lead Scoring
  • Mailing List Management
  • Monitoring
  • Multi-Campaign
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Channel Marketing
  • Multi-Company
  • Multi-Country
  • Multi-Language
  • Multi-Location