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Planio vs Zendesk Comparison

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Overview

Planio is an issue tracker and agile project management tool based on open-source Redmine. You'll be able to manage projects...

Category Leaders

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

  • 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
$

25

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

19

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

User reviews

4.7

5

4

3

2

1

15

8

0

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

5

4

3

2

1

1,385

920

243

48

35

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

Pros

It's been a great experience so far, everything is working smoothly, many tools are available, user interface is clean and very easy to use and customer support is very responsive.
I worked with redmine before and on the first impression plan.io looks like a very stable and cosistent setup with nice features like backup, agile board, timesheets and integrated repository.
I would just like to thank you so much for the excellent customer service I have received from your member of staff Louise Engel.

Pros

Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in.
I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.
We ended up switching to a free service which better fit our needs. All in all it was a pleasant experience and we used it for 3 years to manage the chat on our site.

Cons

If there is a negative, it's that the company makes assumptions about its user base which in our case do not apply, especially in the area of external task status change notification.
Specifically, the system allows plain text email notifications, but these contain all the task data, which represent a serious potential leak of private information.
To avoid that, one can activate encrypted email notifications, but then every member of the system MUST have encrypted email setup in their email client.

Cons

Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
Non-Existent & TERRIBLE Customer Service. You are just a number to them.
If you ever need support from Zendesk then it is horrible.
  • Vendor responds to reviews
  • Last review3 months ago
  • Vendor responds to reviews
  • Last review4 days ago

Key features

  • Total features68
  • 360 Degree Feedback
  • AB Testing
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Agile Methodologies
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Management
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Automatic Call Distribution
  • Availability Management
  • Backlog Management
  • Batch Communications
  • Benchmarking
  • Blended Call Center
  • Bug Tracking
  • Bug/Issue Capture
  • CMDB
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Churn Management
  • Client Portal
  • Cloud Backup
  • Code Review
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conditional Logic
  • Configurable Workflow
  • Configuration Management
  • Conflict Tracking
  • Content Creation
  • Content Library
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Activity Tracking
  • 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
  • Decision Support
  • Diagnostic Tools
  • Disaster Recovery
  • Discussions / Forums
  • Document Classification
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Distribution
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Database
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Recovery
  • File Sharing
  • Filtering
  • Forms Management
  • Full Text Search
  • Gamification
  • Gantt/Timeline View
  • Geotargeting
  • Health Score
  • Help Desk Management
  • IVR / Voice Recognition
  • Idea Management
  • Inbound Call Center
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Kanban Board
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Messaging
  • Milestone Tracking
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Access
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Optical Character Recognition
  • Outbound Call Center
  • Percent-Complete Tracking
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Print Management
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Project Time Tracking
  • Projections
  • Quality Assurance
  • Queue Management
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Synchronization
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Remote Synchronization
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Repository Management
  • Requirements Management
  • Resource 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
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Supports Scrum
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Team Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Time & Expense Tracking
  • Timer
  • Traditional Methodologies
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Two-Way Synchronization
  • Usage Tracking/Analytics
  • Version Control
  • Video Support
  • Virtual Assistant
  • Voice Customization
  • Voice Mail
  • Web Forms
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Workflow Configuration
  • Workflow Management
  • Total features196
  • 360 Degree Feedback
  • AB Testing
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Agile Methodologies
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Management
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Backup
  • Automatic Call Distribution
  • Availability Management
  • Backlog Management
  • Batch Communications
  • Benchmarking
  • Blended Call Center
  • Bug Tracking
  • Bug/Issue Capture
  • CMDB
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Churn Management
  • Client Portal
  • Cloud Backup
  • Code Review
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conditional Logic
  • Configurable Workflow
  • Configuration Management
  • Conflict Tracking
  • Content Creation
  • Content Library
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Activity Tracking
  • 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
  • Decision Support
  • Diagnostic Tools
  • Disaster Recovery
  • Discussions / Forums
  • Document Classification
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Distribution
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Database
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Recovery
  • File Sharing
  • Filtering
  • Forms Management
  • Full Text Search
  • Gamification
  • Gantt/Timeline View
  • Geotargeting
  • Health Score
  • Help Desk Management
  • IVR / Voice Recognition
  • Idea Management
  • Inbound Call Center
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Kanban Board
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Messaging
  • Milestone Tracking
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Access
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Online Forums
  • Optical Character Recognition
  • Outbound Call Center
  • Percent-Complete Tracking
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Print Management
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Project Time Tracking
  • Projections
  • Quality Assurance
  • Queue Management
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Synchronization
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Remote Synchronization
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Repository Management
  • Requirements Management
  • Resource Management
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal