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Compare Agiloft Service Desk Suite vs. Zendesk Guide

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Featured Review
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: November 2021.
555,139 professionals have used our research since 2012.
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Pricing and Cost Advice
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"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes.""We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

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Top Answer: It is very easy to connect back and forth between the requester and the person fulfilling the ticket.
Top Answer: The licensing is yearly and it's less than 30 grand, I believe. We had a lot of things that were grandfathered in, so we were using a lot of things - Zendesk Guide Professional, Zendesk Explore… more »
Top Answer: 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… more »
Ranking
36th
out of 55 in Help Desk Software
Views
247
Comparisons
220
Reviews
0
Average Words per Review
0
Rating
N/A
15th
out of 55 in Help Desk Software
Views
3,202
Comparisons
2,755
Reviews
3
Average Words per Review
1,107
Rating
7.0
Comparisons
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Overview

Top rated by analysts and users

Awarded “Best Overall Value” three years in a row by Info-Tech Research Group

What we can do for you

Workflow automation guides Help Desk technicians or Support Staff through your preferred processes, tracks performance and proactively escalates issues before they become problems.

Dashboards, reports, and charts show turnaround times, staff productivity and overdue tickets at a glance. So you can plan and respond effectively.

Eliminate errors and duplication of effort by integrating information used by multiple processes in a centralized repository.

With a 24/7 self-service portal, users are able to report issues or request services online. A dynamic knowledge base with FAQ, and full text search, provides answers to common issues.

Provide real-time service for critical issues and convert chat transcripts into tickets with one click. LogMeIn Rescue or Bomgar integration enables fast and effective remote support.

Improve staff productivity with easily customized home pages that allow IT staff to work the way they like and see the information most important to them.

Available via historical snapshots that display the entire record as it existed at any point in time and configurable audit logs.

Through configurable ticket assignment and escalation rules that alert you to blockages and proactively escalate issues when necessary.

With multi-language functionality and follow-the-sun case assignment that can be customized for the working hours of different teams.


“Agiloft is one of the most caring and responsive vendors that I have ever worked with”

— Dave Ross, Cal Poly


Get more information | Try it now | Request a demo


What Makes Us Different

  • Built on an agile platform for rapid configuration of the most sophisticated requirements, without any coding.
  • Available both as a hosted cloud solution and as an in-house deployment.
  • Fully extensible, with 10+ out-of-the-box applications and the flexibility to map any custom business process.
  • One affordable price that includes all features and functionality. No hidden fees, no surprises.

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

Offer
Learn more about Agiloft Service Desk Suite
Learn more about Zendesk Guide
Sample Customers
EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
Shopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania
Top Industries
VISITORS READING REVIEWS
Computer Software Company45%
Government10%
Insurance Company8%
Comms Service Provider7%
REVIEWERS
Computer Software Company25%
Financial Services Firm13%
Construction Company8%
Non Profit8%
VISITORS READING REVIEWS
Computer Software Company30%
Comms Service Provider21%
Government7%
Insurance Company4%
Company Size
No Data Available
REVIEWERS
Small Business43%
Midsize Enterprise36%
Large Enterprise21%
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: November 2021.
555,139 professionals have used our research since 2012.

Agiloft Service Desk Suite is ranked 36th in Help Desk Software while Zendesk Guide is ranked 15th in Help Desk Software with 5 reviews. Agiloft Service Desk Suite is rated 0.0, while Zendesk Guide is rated 7.4. On the other hand, the top reviewer of Zendesk Guide writes "Good SLA options and reporting features but is not easy to set up". Agiloft Service Desk Suite is most compared with Clarity SM and IFS Applications, whereas Zendesk Guide is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, TeamViewer Servicecamp and Freshdesk.

See our list of best Help Desk Software vendors.

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