We performed a comparison between Agiloft Service Desk Suite and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Our customer service and productivity have increased in quality and quantity since using this product."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"The product offers very good management. It has a great ability to assign tickets based on content."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It's a very stable tool, very powerful."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"You couldn't give administrative access to new hires."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"The solution itself wasn't easy to set up."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"The support team is time-consuming, and they don't find the answer to our problem."
"The solution could integrate better with QR codes from some websites such as Facebook."
"The dashboard could be better."
Earn 20 points
Agiloft Service Desk Suite is ranked 40th in Help Desk Software while Zendesk is ranked 10th in Help Desk Software with 57 reviews. Agiloft Service Desk Suite is rated 9.6, while Zendesk is rated 8.2. The top reviewer of Agiloft Service Desk Suite writes "It's customizable, can be developed easily, and free, but only up to a certain number of users". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Agiloft Service Desk Suite is most compared with BMC Helix ITSM, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Agiloft Service Desk Suite vs. Zendesk report.
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