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."
"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 product offers very good management. It has a great ability to assign tickets based on content."
"The stability has been very good."
"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 very easy to connect back and forth between the requester and the person fulfilling the ticket."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"The support team is time-consuming, and they don't find the answer to our problem."
"The dashboard could be better."
"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."
"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."
"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 solution itself wasn't easy to set up."
"It needs to improve in terms of its flexibility, price, and installation."
"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."
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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