(855) 210-9106

Need help deciding? Call us.

(855) 210-9106

Need help deciding? Call us.

Overall customer rating:

Overall customer rating:
 (446)
 (110)
(446)
     (110)

Recommended by:
Recommended by:

65% of users

73% of users

65% of users
73% 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:

“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.

“One word: simplification! This software has enabled us to streamline and, more importantly, simplify our day-to-day operations and lives. Now we have a one-stop shop for customer management and product control.”

- Ashton Kurtz, Winehouse Distribution

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

“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

“We aren’t completely on board with the pricing structure. The affordable ‘Standard’ version is very basic. ... It’s almost useless without upgrading to the ‘Plus,’ which is more pricey.”

- Sondra Dizek, Player Apps


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

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

Upfront costs:
Upfront costs:
Upfront costs:
Additional fees may apply for Zopim Chat or Zendesk Voice.
Additional fees for professional services, including implementation, integrations and custom configuration. Costs vary based on needs.

Recurring costs:
Recurring costs:
Recurring costs:
None, beyond annual or monthly subscription fees.
Fees for flex agents and branded domain SSL hosting.

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:
 (446)
 (110)
 (446)
 (110)

Most positive reivew:
Most positive review:
Most positive 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.”

- Amy Halstead, JVM

“They’ve gone above and beyond making it user-friendly and easy to learn. We’ve had no issues whatsoever.”

- Michelle Kuehn, Citywide Services
 

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

“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

“We struggled for quite a while during implementation and the early stages. We’re now approaching more of a status quo, but it took awhile.”

- Adam Labotka, Farmers


Support

Support

Overall support rating:

Overall rating:
 (446)
 (110)
 (446)
 (110)

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

“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.

“They’re absolutely winning! Any time we find a product shortcoming, [the] support staff finds a workaround that enables us to achieve the same common goal.”

- Jessica Coleman, Bozell, Inc.

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

“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

“There is room for improvement. They’re not the most responsive, and it’s difficult getting assistance at times.”

- Heather Rickertt, Canine Tales

Phone support:
Phone support:
Phone support:
24/7 phone support for all plans.
Available for Standard, Pro and Business plans.
 

Online case submission:
Online case submission:
Online case submission:
Included in subscription fee.
Available for Standard, Pro and Business plans.
 

Online support options:
Online support options:
Online support options:
Access to a help website, knowledge base and online community are included in subscription fee.
A help website, knowledge base and community is available to all customers. Additional consultation for customization and configuration can be purchased.

Training:
Training:
Training:
A “Getting Started” online catalogue is included in subscription fee. Additional training can be purchased through Zen U.
Online catalogue and other training resources included in subscription fee.