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Zoho Desk vs Autotask PSA Comparison

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Overview

Category Leaders

Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key features...

Autotask PSA is an intelligent IT business management platform providing a singular view across the entire business (services,...

  • 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

14

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.5

1.7K

5

4

3

2

1

1,011

605

100

11

5

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

4.2

92

5

4

3

2

1

44

31

13

3

1

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

Pros

Zoho Desk is a great addition to the Zoho Suite of products. We appreciate the great value offers in the entire suite.

KB

Keith B.

You can customize anything you would like to match your platform's needs. It follows all relevant customer behavior ,prior to interactions , and it helps us anticipate their needs better.

CS

Cherrelle S.

I like that this helpdesk solution is flexible enough to allow for various usage - in my case we used it to field digital marketing and creative requests.

AR

Anonymous Reviewer

Pros

It is very reliable, bugs free, has no performance issues an with a very good and friendly UI.

HG

Hesham Gomaa Elmasry ,.

I really like the interface of the website and the depth of functionalty to assist running a service desk is really great. Superior software for the price.

AR

Anonymous Reviewer

Trouble-tickets are great, the queues are all very versatile and easy to manage. We have automated alerts, calls, and client-submitted tickets and screenshots all populating to an active queue.
AvatarImg

Dan G.

Cons

Previous to using Zoho, we were managing all our CS in our email inbox. Items were getting lost or forgotten about and it was driving me crazy.
AvatarImg

Kassy C.

The user interface can be a bit confusing if you are an entry level user.
AvatarImg

Matthew H.

Lack of customization options in the lower subscription tiers.

BD

Ben D.

Cons

The sales people don't know their product and it doesn't have a lot of features. The sales people should have a PPO against them as all they do is harass.

AR

Anonymous Reviewer

Very convoluted and customer support is terrible.
AvatarImg

Javier G.

It can be confusing to learn the system, since there is so much there.

DG

Dan G.

  • Vendor responds to reviews
  • Last review3 days ago
  • Vendor responds to reviews
  • Last review6 days ago

Key features

  • Total features143
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Management
  • Accounting
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Batch Communications
  • Billable Items Tracking
  • Billing & Invoicing
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Management
  • Contract/License Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Decision Support
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Management
  • Event Triggered Actions
  • Expense Tracking
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Reporting
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Inventory Management
  • Inventory Tracking
  • Invoice Management
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Scheduling
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Project Management
  • Project Time Tracking
  • Projections
  • Purchase Order Management
  • Purchasing & Receiving
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • 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
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Scheduling
  • Template Management
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Time & Expense Tracking
  • Timesheet Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • Vendor Management
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features87
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Management
  • Accounting
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Batch Communications
  • Billable Items Tracking
  • Billing & Invoicing
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Management
  • Contract/License Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Decision Support
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Management
  • Event Triggered Actions
  • Expense Tracking
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Reporting
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Inventory Management
  • Inventory Tracking
  • Invoice Management
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Scheduling
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Project Management
  • Project Time Tracking
  • Projections
  • Purchase Order Management
  • Purchasing & Receiving
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • 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
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Scheduling
  • Template Management
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Time & Expense Tracking
  • Timesheet Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • Vendor Management
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations82
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WooCommerce
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations81
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WooCommerce
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zoho Desk logo

Zoho Desk

Love this tool

Reviewed 5 years ago

I love Zoho, Its so fun to use, and the integrations save me time and money. I have tried zendesk, autotask, and several other platforms. I love zoho compared to the competitors.

Pros

The integrations

Cons

Needs better support and training.