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Zoho Desk vs Smartsupp 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...

Category Leaders

Smartsupp Live chat enables you to start a personal conversation with your website visitors and turn them into happy customers....

  • 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
$14/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$10/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

960

579

97

11

5

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

5

4

3

2

1

182

61

9

0

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
98%
would recommend this app

Pros

Some softwares really play important roll to make our work easy and Zoho Desk is one of them. It is simple and it has great features like help desk, nice ticket generation Etc.
I like this software a lot, I like the ability that gives me with their CRM. It has automatically integration with Zoho CRM and this can save you a lot time.
Great for huge project management, you can connect with Zoho Analytics and get amazing reports. So you can know the generals and the specifics in detail too.

Pros

We're a small non-profit and the free version is absolutely perfect for our current needs. Easy integration, clean interface and all essential features we need for basic chat support.
Smartsupp gave me many extra sales. On top of that it's a great way to provide customers with better service.
It is easy to use, UI design is nice. Customized auto-messsage reply is super convenient.

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.
Also, there is no way to deal with spam. And, since no other languages are present, translations can be time-consuming.
The analytics are often wrong because they stop working half the time and when you look at the responses in a ticket, it does not separate the agent response from the customer.

Cons

When there is a chat lost and I do not receive the user's email address to contact him again.
We're looking at closing it down as we now don't have automatic messages when we miss people.
The functionality to send screenshot is missing.
  • Vendor responds to reviews
  • Last review10 days ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features168
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Batch Communications
  • Billing & Invoicing
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Complaint Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Content Management
  • Customer Activity Tracking
  • 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
  • Data Import/Export
  • Data Migration
  • Decision Support
  • Design Management
  • Disaster Recovery
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Email Distribution
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Graphical Workflow Editor
  • Help Desk Management
  • IVR / Voice Recognition
  • Idea Ranking
  • Ideation / Crowdsourcing
  • Inbound Call Center
  • Interaction Tracking
  • Interactive Content
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Distribution
  • Lead Nurturing
  • Live Chat
  • Loyalty Program
  • Macros/Templated Responses
  • Manual Dialer
  • Mind Maps
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Location
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Communications
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Portfolio Management
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Productivity Analysis
  • Project Management
  • Quality Assurance
  • Question Library
  • Queue Management
  • Quotes/Estimates
  • 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
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Resource Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SEO Management
  • SMS Messaging
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Time & Expense Tracking
  • Timer
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Video Support
  • Virtual Assistant
  • Visitor Tracking
  • Visual Analytics
  • Web Forms
  • Website Integration
  • Website Visitor Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • eCommerce Management
  • Total features36
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Batch Communications
  • Billing & Invoicing
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Complaint Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Content Management
  • Customer Activity Tracking
  • 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
  • Data Import/Export
  • Data Migration
  • Decision Support
  • Design Management
  • Disaster Recovery
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Email Distribution
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Graphical Workflow Editor
  • Help Desk Management
  • IVR / Voice Recognition
  • Idea Ranking
  • Ideation / Crowdsourcing
  • Inbound Call Center
  • Interaction Tracking
  • Interactive Content
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Distribution
  • Lead Nurturing
  • Live Chat
  • Loyalty Program
  • Macros/Templated Responses
  • Manual Dialer
  • Mind Maps
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Location
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Communications
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Portfolio Management
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Productivity Analysis
  • Project Management
  • Quality Assurance
  • Question Library
  • Queue Management
  • Quotes/Estimates
  • 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
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Resource Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SEO Management
  • SMS Messaging
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Time & Expense Tracking
  • Timer
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Video Support
  • Virtual Assistant
  • Visitor Tracking
  • Visual Analytics
  • Web Forms
  • Website Integration
  • Website Visitor Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • eCommerce Management

Integrations

  • Total integrations59
  • 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 integrations24
  • 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

Zoho Desk vs. Smartsupp

See how Zoho Desk and Smartsupp stack up against each other by comparing features, pricing, ratings, integrations, security & more.

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