We performed a comparison between ConnectWise PSA 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."The most valuable feature is the management of projects from start to finish."
"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."
"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"The product has been pretty stable so far."
"All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"The product offers very good management. It has a great ability to assign tickets based on content."
"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 is a scalable solution."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"It's very convenient to use."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"The initial setup is simple and straightforward."
"ConnectWise PSA’s graphical interface is a little old."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."
"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."
"The custom reporting needs to be improved."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"It needs to be easier to share tickets between users who need to work together."
"It wasn't easy to set up so we're only using a third of all of the features,"
"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 support team is time-consuming, and they don't find the answer to our problem."
"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."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"The solution itself wasn't easy to set up."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while Zendesk is ranked 11th in Help Desk Software with 57 reviews. ConnectWise PSA is rated 8.2, while Zendesk is rated 8.2. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of Zendesk writes "Stable tool, making it reliable for handling tasks but difficult initial setup". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management and Kaseya BMS, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our ConnectWise PSA vs. Zendesk report.
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