(855) 210-9106

Need help deciding? Call us.

(855) 210-9106

Need help deciding? Call us.

Overall customer rating:

Overall customer rating:
 (149)
 (446)
     (149)
     (56)

Recommended by:
Recommended by:

88% of users

65% of users

88% of users
65% of users

Operating systems:
Operating systems:
  
  
  
  

Mobile compatibility:
Mobile compatibility:
  
  
  
  

Deployment:
Deployment:
 
 
 
 

Target customer size:
Target customer size:

Price:
Price:
    
    
    
    

Demo:
Demo:
 
 

Most positive review:
Most positive review:
Most positive review:

“The interface is simple and elegant. Not even my users have complained about the change, and that unto itself is extraordinary. Registration using Google credentials makes signing up users a breeze.”

- Matt Andrews, CRCNA

“This product is great; I love their hosted solution. This allows us to avoid buying expensive server hardware to host their application in house. I was able to work with their support team and get this help desk application rolled out in a few days.”

- Emmett Vallo, Eclipse Aerospace, Inc.

Most negative review:
Most negative review:
Most negative review:

“It’s pretty easy to push too many buttons or to not find what you’re looking for within search parameters. You have to be extremely specific or know where to look.”

- Jillian Rosich, Digicat Marketing

“There is no simple calendar integration with requests. You have to literally use your own calendar solution for setting up future appointments.”

- Piotr Sarat, The Pampered Chef


Pricing

Pricing

How it's priced:

How it's priced:
How it's priced:
 
Cloud deployment: Monthly or annual subscription fee for each user login; discounts for annual subscribers. Free edition with limited applications also available.
Cloud deployment: Monthly or annual subscription fee for each user login.

Contract term:
Contract term:
Contract term:
Cloud deployment: No contract required.
Cloud deployment: Monthly or annual contract, renewed monthly or annually.

Upfront costs:
Upfront costs:
Upfront costs:
No additional fees, beyond annual or monthly subscription fees.
Additional fees may apply for Zopim Chat or Zendesk Voice.

Recurring costs:
Recurring costs:
Recurring costs:
No recurring costs, beyond annual or monthly subscription fees.
None, beyond annual or monthly subscription fees.

What does it cost?

Ticket management:

Ticket management:

Omni-channel support:
Omni-channel support:

Workflow automation:
Workflow automation:

Reporting analytics:
Reporting analytics:

Knowledge management:
Knowledge management:

Web self-service:
Web self-service:

SLA compliance:
SLA compliance:


Ease of use

Ease of use

Overall rating:

Overall rating:
 (149)
 (446)
 (149)
 (446)

Most positive reivew:
Most positive review:
Most positive review:
 

“Intuitive flow throughout the functions, settings, admin panel etc. I didn't have to spend much time learning how to use it. I could just get started!”

- Katherine Gramann, 1stGig

“It provides great record keeping [for] the support tickets received from our teams. It keeps me aware of the open tickets I need to address, and provides a record of re-occurring issues.”

- Amy Halstead, JVM
 

Most negative review:
Most negative review:
Most negative review:

“Searching for old tickets is a hassle. Tickets still don’t auto-update, but a bar appears when new tickets come in.”

- Matt Andrews, CRCNA

“The look and feel could use a little more polish. The way information is presented in the Admin console is a bit unorthodox and hard to get used to.”

- Jonathan Crane, Smartronix


Support

Support

Overall support rating:

Overall rating:
 (149)
 (446)
 (149)
 (446)

Most positive review:
Most positive review:
Most positive review:

“Having had to work with Freshdesk customer support a few times, I found that they were always polite, professional and eager to provide as much assistance as possible to address any question or concern I had.”

- Joseph Moreland, Spectrum Tech

“Simply using the product makes it obvious that is was designed by, and is maintained by, people with a very strong understanding of the support process, and [of] what’s important to both the support reps and the customers they support.”

- Rusty Wilson, Zenoss, Inc.

Most negative review:
Most negative review:
Most negative review:

“The customer support is not as good as other companies. There is no online chat to help resolve issues or troubleshoot.”

- Richard Sun, Ecopet

“Sometimes customer service is slow [to] respond when there’s a problem. This delay translates to client dissatisfaction, which is never the goal.”

- Kristy Watkins, University of Michigan

Phone support:
Phone support:
Phone support:
24-hour phone support, Monday-Friday, included in subscription fee for all plans.
24/7 phone support for all plans.
 

Online case submission:
Online case submission:
Online case submission:
Online case submission included in subscription fee for all plans.
Included in subscription fee.
 

Online support options:
Online support options:
Online support options:
Help website, knowledge base and online community available for all plans.
Access to a help website, knowledge base and online community are included in subscription fee.

Training:
Training:
Training:
None provided beyond help website, knowledge base and community.
A “Getting Started” online catalogue is included in subscription fee. Additional training can be purchased through Zen U.