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."It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"It's a nice ticketing system."
"The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance."
"The initial setup isn't too difficult."
"The most valuable feature is the management of projects from start to finish."
"Contains every feature that a VAR or MSP would want."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process."
"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."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"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."
"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."
"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."
"We rarely had issues with Zendesk."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It needs to be easier to share tickets between users who need to work together."
"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."
"The speed could be better, and the reporting could be a lot better."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"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 tracking inventory or the way it tracks the products is not very good."
"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."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"It needs to improve in terms of its flexibility, price, and installation."
"The solution itself wasn't easy to set up."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"You couldn't give administrative access to new hires."
"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."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while Zendesk is ranked 10th 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 "Straightforward, very transparent, and very well organized". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, ManageEngine ServiceDesk Plus and Rev.io PSA (formerly Tigerpaw One), whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and PagerDuty Operations Cloud. See our ConnectWise PSA vs. Zendesk report.
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