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Zendesk vs Whatfix Comparison

Overview

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

Whatfix helps companies deliver modern and easy onboarding, effective training and better support using in-app and contextual...

  • 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

1,318

889

237

43

34

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

4.7

(58)

5

4

3

2

1

38

20

0

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
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's very easy to use and implement in your application. The Whatfix support page is incredibly helpful and straightforward and the customer service is superb.
The ability customize the conditions under which specific workflows are triggered is awesome. The support offered by our agent was extremely helpful in setting up the more complex conditions.
Ease of creating the flows, unobtrusiveness of the tool in our application, and simplicity of use. As much as the software, we are really impressed with the customer support provided.

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

The only negative I have to say is that whatfix is not catered well for bigger web apps which present the users with multiple options to complete the task they set out to do.
It's not technically a "con", but as they say, "you get what you pay for.
It is lack of analytical features. Some features is not easy to configure.
  • Vendor responds to reviews
  • Last review5 days ago
  • Vendor responds to reviews
  • Last review5 months ago

Key features

  • Total features98
  • A/B Testing
  • AICC Compliance
  • API
  • Access Control
  • Action Item Tracking
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Archiving & Retention
  • Assignment Management
  • Asynchronous Learning
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automatic Backup
  • Automatic Notifications
  • Behavior Tracking
  • Benchmarking
  • CRM Integration
  • Call Recording
  • Call Routing
  • Caller ID
  • Chat
  • Client Management
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Conditional Logic
  • Configurable Workflow
  • Contact History
  • Content Filter
  • Custom Fields
  • Custom Forms
  • Customer Activity Reporting
  • Customer Database
  • Customer Experience Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Disaster Recovery
  • Drag & Drop Interface
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Onboarding
  • Engagement Analytics
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Filtered Views
  • Forms Management
  • IVR / Voice Recognition
  • Instant Messaging
  • Interactive Content
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Lead Management
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple User Accounts
  • Online Forums
  • Performance Reports
  • Permission Management
  • Predictive Analytics
  • Preview Functionality
  • Prioritizing
  • Queue Manager
  • Ratings & Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Updates
  • Reporting & Statistics
  • Rich Text Editor
  • Role Management
  • Rules-Based Workflow
  • SLA Management
  • SMS Integration
  • SSL Security
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Third Party Integration
  • Timer
  • Two-Factor Authentication
  • Visual Analytics
  • Web Forms
  • Widgets
  • Workflow Management
  • Total features30
  • A/B Testing
  • AICC Compliance
  • API
  • Access Control
  • Action Item Tracking
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Archiving & Retention
  • Assignment Management
  • Asynchronous Learning
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automatic Backup
  • Automatic Notifications
  • Behavior Tracking
  • Benchmarking
  • CRM Integration
  • Call Recording
  • Call Routing
  • Caller ID
  • Chat
  • Client Management
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Conditional Logic
  • Configurable Workflow
  • Contact History
  • Content Filter
  • Custom Fields
  • Custom Forms
  • Customer Activity Reporting
  • Customer Database
  • Customer Experience Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Disaster Recovery
  • Drag & Drop Interface
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Onboarding
  • Engagement Analytics
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Filtered Views
  • Forms Management
  • IVR / Voice Recognition
  • Instant Messaging
  • Interactive Content
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Lead Management
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple User Accounts
  • Online Forums
  • Performance Reports
  • Permission Management
  • Predictive Analytics
  • Preview Functionality
  • Prioritizing
  • Queue Manager
  • Ratings & Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Updates
  • Reporting & Statistics
  • Rich Text Editor
  • Role Management
  • Rules-Based Workflow
  • SLA Management
  • SMS Integration
  • SSL Security
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Third Party Integration
  • Timer
  • Two-Factor Authentication
  • Visual Analytics
  • Web Forms
  • Widgets
  • Workflow Management

Integrations

  • Total integrations866
  • 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 integrations15
  • 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

Zendesk vs. Whatfix

See how Zendesk and Whatfix stack up against each other by comparing features, pricing, ratings and reviews, integrations, screenshots and security. Compare real user opinions on the pros and cons to make more informed decisions.

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