Both of them have a very user friendly frontend. Its allow you to optimize opertion costs and also administrate the support area.

Great to manage issues with customers. Can check status easy for client and for me.

The interface is dated, and initially may be very difficult to find where are the settings that the administrator want/need to change.

A lot of features are integrated, we can track tasks and assign them to a ticket, manage the inventory and other cool stuff.

From there we expanded the possibility of using the solution to other municipal public administration agencies that needed a solution for the systematization of Call and IT Asset Management.

All about ITIL and a great community providing support, complements that improve the experience as much as user level as administrator.

I can not forget to mention that the free software that leads to zero installation costs among the many that I have tried GLPI has always been my favorite.

Manage your requests, problems, incidents and projects from a Global platform.

GLPI easy to use and very capable for a single or multiple organizations.

There are several plugins that further assist the customization and solution possibilities for the most diverse challenges. The GLPI community is very supportive and helpful in solving any problems.

The use of server disk space can be high depending on the configurations and error logs, which can bring down the application, depending on how disk space management is done.

All the assets are once updated into the system, It has helped to track assets in and out.

Very extensive functional modules, regular system updates, good product support. Intuitive system operation.

I recently had the opportunity to speak with our IT team that has been using GLPifor for IT management and they have mostly positive things to say.

They praised the software's ability to streamline their IT processes and the ease of use of its user-friendly interface.

Integrates well with RSS feeds for real time updates.

The truth that has allowed me to optimize operating costs since with the free version I can have breadth when managing the entire area of ​​network operations and administration of IT services.

For asset management we used Fusioninventory. This successful implementation allowed us to have better information that supported several decision making processes.

I worked as a IT asset manager in the past and I've used GLPI to manage all IT equipment in large company (1500+ employees). The software was very helpful and customisable.

The end users learned to use it quickly and it was very well accepted in general. It facilitated and optimized IT Management in all Sectorial Organs where it was implemented.

The interface can be a bit rough around the edges. I don't know if ours was badly configured but it was a little slow to access.

Used this at one of my old jobs and it was so easy to use and amazing for functionality.

I like how easy anyone can be trained to use this, making sure clients are taken care of is a huge priority so this is a wonderful platform for that.

I have been very impressed by the available Knowledge Base and Community for answering my questions about functionality and best practices. Zendesk Support has also been a fantastic resource.

This software is a great way to centralize all customer service experiences. It also has great ability to integrate with other software.

What I like most about Zendesk is the way it can handle and manage customer relationships with ease and simplicity. Very great platform to use for your CRM needs.

Love how easy it is to submit the tickets and how easy the tool is to use. Love that I am able to follow it along.

Good for ticketing systems and really hums when it's automated. Fairly widely used in the industry so there's a lot of good forums and support on it.

It is a fantastic solution that meets all the requirements of our corporation.

I liked the standardization of different support metrics. The CSAT is pretty good and APIs are very useful.

I like the ease of finding past tickets. Not a fan of the chat feature.

If you use all Zendesk Suite, Chat it's a great add-on, and it's cost per agent it is fair enough when compared to all the metrics you can gather.

The transition from ticket to call is lovely if you require that feature and it allows you save your interaction easily.

The customer communication and support have been improved and we are happy about its functions and prices.

ZenDesk is cost effective and easy to implement. The macros features are powerful, and allow for a lot of ease of use in the system.

The interface is so intuitive and powerful. Customer service advisors adapt to it very quickly, and it makes it super easy for them to manage their tickets.

We never had support on issues, lost clients, lost statistics, etc. But when payment is due, then they sent many emails.

Their Email Platform Connect is the worst on the market.

Big array of features which can help companies in different situations. Useful feature of having different languages in the system, which helps a lot with international clients.

Over my experience was nice. Customer service was responsive and the product is well on its way to be the best in the market.

It's a great tool for Customer Care and the conexion with Facebook and Twitter allows for a complete ownership of the customer care attention.

Zendesk has solved so many issues in one program. Pricing is good and a fair price.

Overall my experience was great. It is a nice product that integrates easily with other softwares.

I loved how feature rich this software was, it definitely helped me help my shoppers and website visitors.

Another cons is their technical support is very poor, it’s not that often you’ll need it but when you do, it’s hard to get it.

I love zendesk and find it pretty easy to use. I like how useful it is in everyday business setting.

I had a great experience using zen desk. My team was happy too with how easy it is to use and how quickly they can move from ticket to ticket.

The alert sound is as bad as one could sound and the lack of some useful features proved a NO GO! for me.

Euro

GLPI is an IT Service Management software based on open source technologies. It is a great solution for helpdesk, project, financial, assets and user management thanks to core features and numerous plugins. GLPI is recommended for companies of any size, and offers both on-premises and cloud (SaaS) solutions.

LongDescription

Support Ticket Management

User Management

Customizable Reports

Access Controls/Permissions

Contract/License Management

Change Management

Customizable Fields

Data Import/Export

Problem Management

Self Service Portal

Cost Tracking

Dashboard Creation

Inventory Tracking

Maintenance Management

Configuration Management

Support Ticket Tracking

Role-Based Permissions

Asset Tracking

Activity Dashboard

Alerts/Notifications

Reporting & Statistics

Knowledge Base Management

Data Visualization

Service Level Agreement (SLA) Management

Customizable Branding

Asset Lifecycle Management

Reporting/Analytics

Monitoring

Supplier Management

Customizable Forms

Incident Management

IT Asset Tracking

Third Party Integrations

Task Management

Inventory Management

Email/Help Desk

FAQs/Forum

Knowledge Base

2-10

11-50

51-200

201-500

501-1000

1000+

GLPi

Live Online

Webinars

Documentation

US Dollar

Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and integration with applications like Salesforce and Google Analytics. Zendesk is used across a wide range of vertical markets including technology, government, media and retail, from small to large.


Zendesk’s online customer portal helps support agents to keep track of tickets raised and their status. Customers can go through existing tickets to find answers from queries similar to their question and if not satisfied, customers can raise their own tickets in the portal. Zendesk also offers branding of support pages with business logos, themes and brand images.


Zendesk allows businesses to build a knowledge base to address some of the most prominent and repetitive questions, so that customers can go through the basic set of queries asked in general. Using Zendesk, businesses can also set up an online community where their customers can post queries and reply to ongoing discussion threads.

Zendesk Suite includes the following products: Ticketing System, Help Center, Community Forum, Messaging, Zendesk Talk, Zendesk Explore and Zendesk Sunshine Conversations. 

The Zendesk Suite is offered in five different plans depending on a companies need. These plans are: Team, Growth, Professional, Enterprise and Enterprise Plus. Connect with Zendesk to see which plan is best for your business. 


 



Commenting/Notes

Real-Time Analytics

AB Testing

Cataloging/Categorization

Case Management

Surveys & Feedback

Personalization

Multi-Channel Management

Text Analysis

360 Degree Feedback

Document Storage

Activity Tracking

Transfers/Routing

Customer Segmentation

SMS Messaging

Real-Time Monitoring

Customer Service Analytics

Workflow Configuration

Active Directory Integration

SSL Security

Sentiment Analysis

IVR/Voice Recognition

Single Sign On

Automatic Call Distribution

Voice Mail

Project Management

Rules-Based Workflow

Blended Call Center

Procurement Management

Knowledge Management

Communication Management

Customer Database

Call Recording

Interactive Content

Call Logging

Offline Form

Print Management

Collaboration Tools

Automated Routing

Churn Management

Assignment Management

Full Text Search

Call Center Management

Batch Communications

Progressive Dialer

Template Management

Email Tracking

Win/Loss Analysis

Customer Complaint Tracking

Call Routing

Email Templates

Email Distribution

Text to Speech

Account Alerts

Customer Experience Management

Help Desk Management

Audit Trail

Outbound Call Center

Content Management

Configurable Workflow

Screen Sharing

Mobile Access

Social Media Monitoring

Proactive Chat

Multi-Channel Data Collection

Survey/Poll Management

Service Reporting

CMDB

Capacity Management

On-Demand Communications

Real Time Data

Transcripts/Chat History

Performance Metrics

Inbound Call Center

Routing

Service Catalog

Call Scripting

Discussions/Forums

Phone Key Input

Issue Scheduling

Issue Management

Text Editing

Call Reporting

Multi-Channel Communication

Complaint Monitoring

Filtering

Queue Management

Windows 7

Windows Vista

Windows XP

Mac OS

Linux

HP-UX

Solaris

Unix

IBM OS/400

Web browser (OS agnostic)

Windows 2000

Support only pricing starts at $19 per agent/month.
Suite pricing starts at $55 per agent/month. 
Free trial available.

GLPi vs Zendesk Suite

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