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Overall customer rating: Customer rating:

 (58)

 (75)

Recommended by: Recommended by:

83% 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:

“For a relatively small IT operation, this is an ideal, no-cost solution. It gives you all the tools [and] functionality you need to manage and maintain the infrastructure of a small business.”

- Demitri Pevzner, Bureau Van Dijk

“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:

“The guides on how to accomplish certain things can be hard to find. … When I first started to customize, ... there wasn't very much documentation available for what I was trying to do. The community did provide a great resource, but finding the information took some digging.”

- Estevan Gregory, AGM Container Controls Inc.

“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:

How it's priced: How it's priced:

Cloud-based and on-premise deployment: Monthly or annual subscription fee for each installation.

Cloud deployment: Monthly or annual subscription fee for each user login.

Contract term: Contract term:

No contract required.

Cloud deployment: Monthly or annual contract, renewed monthly or annually.

Upfront costs: Upfront costs:

None.

Additional fees may apply for Zopim Chat or Zendesk Voice.

Recurring costs: Recurring costs:

None.

None, beyond annual or monthly subscription fees.

What does it cost?: What does it cost?:

Applications:

Marketing automation: Marketing automation:

Sales automation: Sales automation:

Customer service/support: Customer service/support:

Call center: Call center:

Channel management: Channel management:

Social CRM: Social CRM:

Web self service: Web self service:

Lead opportunity management: Lead opportunity management:

Ease of Use:

Overall customer rating: Customer rating:

 (58)

 (75)

Most positive review: Most positive review:

“It is way easy to use the interface. It is not too cluttered, and finding what you want is a breeze. Plus, there are symbols and icons for devices.”

- Richard Grant, Bromal Accounting

“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:

“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.”

- Alyssa Verhoof, Linium Resources

“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:

Overall customer rating: Customer rating:

 (58)

 (75)

Most positive review: Most positive review:

“The customer support is exceptional, and resolves every issue quickly and professionally.”

- Robert Miller, Imprivata

“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:

“As with most free products, support is limited and available online.”

- Jack Riddle, Our Lady of Providence Jr-Sr High School

“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:

Not offered.

24/7 phone support for all plans.

Online case submission: Online case submission:

Available to all users.

Included in subscription fee.

Online support options: Online support options:

Help website, knowledge base and online community included in subscription fee.

Access to a help website, knowledge base and online community are included in subscription fee.

Training: Training:

“Getting Started” online catalogue included in subscription fee. Online training includes webinars and/or videos.

A “Getting Started” online catalogue is included in subscription fee. Additional training can be purchased through Zen U.

* The research on this page is updated by our editorial team. Email us if you're a vendor with new information or a potential buyer with questions or comments.