Zendesk Competitors and Alternatives

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Robin JøRgensen
Real User
Application Specialist, Application Operation Digital Advisory & Application Services at a tech services company with 201-500 employees
Mar 13 2018

What is most valuable?

The jump to feature function is the most valuable to us as it allows us to directly remote control customers. Furthermore, the Collaboration feature between technicians is… more»

How has it helped my organization?

The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency.

What needs improvement?

The possibility to integrate a chatbot would take this product to the next level.

What's my experience with pricing, setup cost, and licensing?

The product maintenance and licensing costs are on the higher end, so I would carefully review how many licenses you need. The concurrent license model is helpful in this… more»

If you previously used a different solution, which one did you use and why did you switch?

We used one vendor for our remote tool and another for our chat service. None of them met our requirements, so an integrated solution was key.

What other advice do I have?

I would advise others to write down and visualize their requirements. Remember that this tool can be one of their core components, so an ongoing project is necessary… more»

Which other solutions did I evaluate?

We evaluated TeamViewer and Zendesk.
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