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Agiloft Service Desk Suite vs Zendesk comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Scalability Issues

No sentiment score available
Sentiment score
8.8
Zendesk is praised for scalability and customization but faces challenges with complex changes; some switch to alternatives like Salesforce.
 

Valuable Features

No sentiment score available
Sentiment score
8.5
Zendesk offers comprehensive ticket management, integrations, analytics, and security, enhancing productivity and providing seamless, multi-channel support for businesses.
 

Room For Improvement

No sentiment score available
Sentiment score
5.0
Zendesk struggles with performance, integration, customization, communication, mobile app delays, pricing, reporting, and training, affecting overall efficiency.
 

Stability Issues

No sentiment score available
Sentiment score
6.2
Zendesk is largely reliable, though occasional hangs and misclassification issues highlight room for improvement in performance.
 

Customer Service

No sentiment score available
No sentiment score available
Zendesk support is generally praised for responsiveness and efficiency, though some users prefer more personalized assistance over documentation.
 

Setup Cost

No sentiment score available
No sentiment score available
Enterprise buyers experience varying Zendesk pricing, from $70-$200 per agent, and should negotiate for features and value.
 

Categories and Ranking

Agiloft Service Desk Suite
Ranking in Help Desk Software
38th
Average Rating
9.6
Number of Reviews
2
Ranking in other categories
No ranking in other categories
Zendesk
Ranking in Help Desk Software
11th
Average Rating
8.2
Reviews Sentiment
7.5
Number of Reviews
59
Ranking in other categories
CRM Customer Engagement Centers (5th), CRM (21st), IT Service Management (ITSM) (9th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (2nd), Community Platforms (2nd)
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of Agiloft Service Desk Suite is 0.3%, up from 0.2% compared to the previous year. The mindshare of Zendesk is 4.2%, down from 4.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

it_user274764 - PeerSpot reviewer
It's customizable, can be developed easily, and free, but only up to a certain number of users.
This product has provided us with a tool to perform a successful trial with our customer and receive their stamp of approval to move beyond the trial phase. Because this product is infinitely customizable and easily developed, we are using it for other applications 60 days None This is actually…
Ahmed Nassar - PeerSpot reviewer
Stable tool, making it reliable for handling tasks but difficult initial setup
It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors. Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.
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816,636 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
No data available
Computer Software Company
22%
Educational Organization
11%
Financial Services Firm
8%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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What do you like most about Zendesk Support?
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 ...
What is your experience regarding pricing and costs for Zendesk Support?
I am not currently aware of the exact pricing, but since we are still using Zendesk, it appears to be at a reasonable price point.
What needs improvement with Zendesk Support?
Report generation is still slightly tricky and not very customizable as per my inquiries. It would be advantageous to have an AI layer that can analyze incoming requests and generate summaries, as ...
 

Comparisons

No data available
 

Also Known As

No data available
Zendesk Support, Zendesk Guide, Zendesk Sell
 

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Overview

 

Sample Customers

EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about Agiloft Service Desk Suite vs. Zendesk and other solutions. Updated: October 2024.
816,636 professionals have used our research since 2012.