Agiloft Service Desk Suite vs Zendesk comparison

Agiloft Service Desk Suite

Read 59 Zendesk reviews

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93% willing to recommend

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Executive Summary

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.

To learn more, read our detailed Agiloft Service Desk Suite vs. Zendesk Report (Updated: October 2024).

Agiloft Service Desk Suite vs. Zendesk

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Helped 814,649 peers since 2012

Categories and Ranking

Agiloft Service Desk Suite

Ranking in Help Desk Software

38th

Average Rating

9.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in Help Desk Software

11th

Average Rating

8.2

Number of Reviews

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

Sales and Marketing with 51-200 employees

Jul 20, 2015

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…

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Ahmed Nassar

Technical Consultant at Spectrum Group

Oct 17, 2023

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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Quotes from Members

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

Pros

"Our customer service and productivity have increased in quality and quantity since using this product."

"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."

"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."

"The stability has been very good."

"It's very convenient to use."

"Zendesk Support has a lot of good APIs."

"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."

"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."

More Zendesk pros

Cons

"We have found the documentation a bit confusing at times. This area could use some improvement."

"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."

"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."

"The solution could integrate better with QR codes from some websites such as Facebook."

"They have something called Zendesk Explore, which isn't as good as what they had in place previously."

"It needs to improve in terms of its flexibility, price, and installation."

"The solution itself wasn't easy to set up."

"It wasn't easy to set up so we're only using a third of all of the features,"

"You couldn't give administrative access to new hires."

More Zendesk cons

Pricing and Cost Advice

"After about six months, we started making a return on our investment at more than 300%."

"Agiloft has by far the best entry point for both cost and learning curve."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"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."

"The price is very competitive."

"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."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"From what I hear, Zendesk's pricing is a little expensive."

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

22%

Educational Organization

11%

Financial Services Firm

Manufacturing Company

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 ...

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What is your experience regarding pricing and costs for Zendesk Support?

From what I hear, Zendesk's pricing is a little expensive. One of the reasons for shifting from Zendesk to Talkdesk was cost efficiency.

See all answers

What needs improvement with Zendesk Support?

Sometimes, the calls do not record, and your conversation is cut midway. When you want to do a call calibration, you realize that the call is incomplete. Zendesk's stability on inbound calls could ...

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Product Reports

Help Desk Software

Download Agiloft Service Desk Suite product report

Download Zendesk product report

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Learn More

Agiloft

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 Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

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

Agiloft Service Desk Suite vs. Zendesk