The UI is very basic, possibly by design or my limited permissions but in a lot of ways it feels hollow and lacks any real character if you have to use it daily.

Efficient way to manage and aggregate alerts. Easy UI to make the rules for the alerts.

Splunk's purchase of VictorOps gives the opportunity for major improvement and excellent customer support.

The application for Android has no buttons on / off for Maintenance mode.

This is a really good tool to integrate into your tech stack if you need an alert filter, which you probably do.

This has allowed us to reduce our MTTR (mean time to resolution) for outages. I highly recommend this tool.

First, setting up overrides for on call management. VictorOps only allows for overrides to be in 30 minutes time blocks.

The details is provides about the incidents is very granular and helps provide much needed context. It is fairly inexpensive and integrates really well with several other softwares.

Oncall is easy and effective with alerts and rules.

A really good product supported by a great team.

All in all, I have nice things to say about VictorOps.

It makes it very easy to use. It was by far the easiest and most simple to setup when comparing other products.

SSO integration is still awkward to set up and use, and there still aren't nearly as many integrations as with PagerDuty.

VictorOps (now called Splunk On-Call) organizes incidents in a manner similar to a Twitter timeline. It's really convenient being able to browse your history like that.

Optimally priced on-call software to ensure production fires are immediately acknowledged.

Easy to set up, easy to use. Lots of integrations available.

I can't really say much about this tool other than: it works, and it works well. Having tried a competitors offering, we found VictorOps to be the right balance of flexible, well-priced, and reliable.

I also don't like that some transmognifier features are only available in enterprise.

The Dev and Support teams are very responsive.

Very customizable, easy to use, and fantastic support. This has really made managing alerts and on-call so much easier, and we've always had helpful and friendly support when needed.

Very good mobile app with notifications. Alert snooze option which is a life saver.

VictorOps team was quick to devise a solution using webhooks, which worked immediately.

This has caused issues with emergency on call coverage. Second is no having a location, out side the alerts and incidents, to house knowledge base type documents.

However, VictorOps support was really good throughout this time, they stayed in contact, and even let developers do live debugging to figure out the bug, and the solution was solved.

Some advanced/niche scheduling options are not currently possible. Data on old alerts can be difficult or impossible to obtain, depending on age.

Included with every integration is a link to their knowledge base. VictorOps is a must have tool for anyone looking to more effectively manage alert escalation and on-call rotations.

VictorOps was easy to deploy, configure teams, and manage on-call rotations. There is a large list of integrations that allow for connections into all our required systems.

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.

US Dollar

Splunk On-Call (formerly VictorOps) is a cloud-based help desk solution that enables businesses to manage on-call schedules and rotation of roles for resolving incidents. Key features include alerts/notifications, chat, activity dashboard, collaboration, and event tracking.


Designed for organizations of all sizes, VictorOps comes with a tool to manage tasks assigned to teams and query escalation based on customizable policies. Its visibility module enables users to view records of all conversations, alerts, and actions and update stakeholders on changes. Additionally, the solution lets users report and gain insights into the time taken by teams to resolve incidents.


Splunk On-Call allows integration with various third-party applications such as JIRA, Zendesk, Slack, Salesforce Sales Cloud, HipChat, and ServiceNow. Mobile applications for Android and iOS devices are offered to remotely manage business activities. It is available on a monthly subscription and support is extended via documentation, phone, email, and online help desk.



LongDescription

Mobile Alerts

Event Tracking

Collaboration Tools

Audit Trail

Uptime Reporting

Real-Time Updates

Activity Dashboard

Reporting & Statistics

Automated Scheduling

Chat/Messaging

Issue Tracking

Incident Reporting

Alerts/Escalation

Real Time Reporting

Reporting/Analytics

Monitoring

Incident Management

Performance Monitoring

Purchasing & Receiving

Third-Party Integrations

Search/Filter

Web browser (OS agnostic)

Pricing information is provided by Splunk.

Email/Help Desk

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

2-10

11-50

51-200

201-500

501-1000

1000+

Splunk On-Call

In Person

Live Online

Webinars

Documentation

Videos

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

Support Ticket Management

Real-Time Analytics

AB Testing

Cataloging/Categorization

Case Management

Surveys & Feedback

Personalization

Multi-Channel Management

Text Analysis

360 Degree Feedback

Customizable Reports

Document Storage

Activity Tracking

Transfers/Routing

Customer Segmentation

SMS Messaging

Real-Time Monitoring

Customer Service Analytics

Workflow Configuration

Contract/License Management

Active Directory Integration

SSL Security

Change Management

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

Customizable Fields

Automated Routing

Churn Management

Assignment Management

Full Text Search

Call Center Management

Batch Communications

Progressive Dialer

Template Management

Data Import/Export

Email Tracking

Win/Loss Analysis

Customer Complaint Tracking

Call Routing

Problem Management

Email Templates

Self Service Portal

Email Distribution

Text to Speech

Account Alerts

Customer Experience Management

Help Desk Management

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

Configuration Management

Queue Management

Support Ticket Tracking

Role-Based Permissions

Windows 7

Windows Vista

Windows XP

Mac OS

Linux

HP-UX

Solaris

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

Splunk On-Call vs Zendesk Suite

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