Software Comparison
UserVoice vs Desk.com vs Help Scout vs Zendesk

Save time and effort by comparing these leading Help Desk and Ticket Management software.
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Listed in : Help Desk and Ticket Management

UserVoice creates simple customer engagement tools that help companies understand and interact with their customers more positively and build customer... Learn More


Listed in : Help Desk and Ticket Management

Desk.com helps small organizations and developing support groups craft the Happiest Clients on Earth. Our all-in-one customer service application has ... Learn More


Listed in : Help Desk and Ticket Management

Help Scout provides your team with a scalable help desk, while keeping the customer experience simple and personalized. Help Scout enables teams to de... Learn More


Listed in : Help Desk and Ticket Management

Zendesk delivers the leading cloud-based customer service software. Loved by customers for its simplicity and elegance, Zendesk is the easiest and fas... Learn More

Pricing Starting From

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UserVoice

Help Desk and Ticket Management

Free Plan

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Desk.com

Help Desk and Ticket Management

$ 35
For 1 Year / 1 user(s)

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Help Scout

Help Desk and Ticket Management

Free Plan

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Zendesk

Help Desk and Ticket Management

$ 2
For 1 Month / 1 user(s)

Available Features

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UserVoice

Help Desk and Ticket Management

Custom design (HTML & CSS)

Private forums

Custom TOS

Onboarding support

Feedback forums

Support tickets

Knowledge base

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Desk.com

Help Desk and Ticket Management

Web and Email Case Capture

CTI Integration

AppExchange Integrations

Enterprise Analytics

Customizable Dashboards and Reports

Agent Console

API Integration

Visual Workflow

Call Scripting

Visual SLA Timeline

Service Entitlements

Custom App Development

Sandbox environment

Offline access

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Help Scout

Help Desk and Ticket Management

3 Users

1 Mailbox

Help Scout branded

Unlimited emails

Unlimited storage

Help Scout Apps

Friendly, free support

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Zendesk

Help Desk and Ticket Management

Multiple ticket forms

Unlimited light agents

Success program

Free Trial Availability

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UserVoice

Help Desk and Ticket Management
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Desk.com

Help Desk and Ticket Management
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Help Scout

Help Desk and Ticket Management
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Zendesk

Help Desk and Ticket Management

Most Favorable User Review

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UserVoice

Help Desk and Ticket Management
User review from
9
anchal jain
Oct 22, 2015

UserVoice is one of the best customer support solutions present today. The interface is pretty simple and convenient to use for the agents, and UserVoice is accessible from almost all the platforms and devices. One can create a feedback forum where customers can come and submit their feedback about product and customer service and can receive updates about the new developments.

Pros :

  • The best part of UserVoice is that one can set up various rules to define which incoming tickets should be automatically directed to which agent or team.
  • There is a separate place to set up template responses so that the response is quicker to the customers. The reports provide a lot of insights about your team and the product.
  • The customers get a lot of personalized experience by communicating with real people via emails rather than just responding to a ticket.
  • Another wonderful tool in Instant Answers which suggest users relevant articles from the knowledge base and feedback forum in order to resolve their issue before they reach out to a customer service agent.
  • One can determine which articles were most helpful to the users, how many suggestions were accessed by the users and finally how many tickets were not opened due to Instant Answers.
  • UserVoice can easily be integrated with various Social media management, CRM and VoIP solutions so that one can have a complete history of interactions with the customer.

Cons :

  • UserVoice does not have the capability to integrate Facebook and Twitter feeds within the core application.
  • One can use other social media management solutions like SproutSocial and Hootsuite and integrate these with UserVoice, but UserVoice alone does not allow customers to create tickets through social media platforms.
  • There is no way to detect duplicate tickets raised by the same customer from different platforms and tickets can’t even be assigned to groups in case different departments are involved.

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Desk.com

Help Desk and Ticket Management
  • google user content
    8

    Anonymous

    Once you have it set up, Desk is a great software that has a lot of options. The customer support is also really good - people are very attentive and won't just treat you differently based on your number of licenses. They want you to adopt the product and succeed. My company used it mainly for a live chat on two different websites, but the main use case is for multiple support people and / or salespeople to have their tickets organized within an organization.

    Pros : Attentive, quick, and smart support, SFDC integration and Single Sign On, lots of features and customization available.Routing for different agents, a mobile app for salespeople or support people on the go. You get email notifications on case updates. You can also put different support people into groups so that issues get routed to the right team. The price of the software isn't unreasonable. Some of the tutorial videos are helpful.I would take them up on the free trial to make sure that you get a good sense of it before buying, and make sure you have all your key stakeholders / teams on board with their use cases.

    Cons : The Salesforceandgt;Desk integration is a bit polarizing if you want to have integration with both leads and contacts. You have to choose one and it can be a little confusing to set up.You'll probably need some phone support on this element. Having a Salesforce admin is helpful if you're doing the integration - they claim that it's a lot easier than it actually is. Make sure that you know your various use cases for the product in terms of what you will need. I found it weird that you can't answer a live chat within the mobile app. Customization of the look and feel is a little tougher but a web designer can help.

    • May 11, 2016
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    Help Scout

    Help Desk and Ticket Management

    No favorable user review available yet for Help Scout.

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    Zendesk

    Help Desk and Ticket Management
    User review from
    10
    Debbie Marshall
    Apr 7, 2016

    Zendesk is an excellent customer service desk that allows agents and end users to interact in a safe secure environment. I've been using this tool for the last 5 years and feel this is the best tool on the market. The software allows me to create reports for any of my departments I need to feedback too.andnbsp; You can also create micros (quick responses and allocations to aid the support team).Zendesk does have apps that allow you to personalise your own desk to help the agents resolve issues asap. The front end of the site is also good, and our end users find it very easy to find solutions, we also try and record videos to help people understand the functionality. You can keep track of your SLA agreements with your customers. However, this is not on the lowest package. We have also added our working hours, so our end users know when we will be responding to tickets.

    Pros :

    • The help desk is so easy to use for both end users and agents.
    • It is so simple to set up a new organisation, groups, and product types.
    • Our end users find using the site very simple, they like the fact that they can verify the status of their tickets at any time.
    • From an agent's point of view, it is easy to allocate tickets to members of the support team.
    • We have set up macros for out of hours etc., which allows our customers to know when we are around and looking into their issues.
    • The reporting functionality is excellent allowing us to tailor our own reports.

    Cons :

    • Currently, we are unable to integrate with our CRM as there is not currently a free api to link the 2 software platforms.
    • We are also on the middle price plan and don't want to pay any more to have certain features that are only available on the top level plans.

    Most Favorable Critic Review

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    UserVoice

    Help Desk and Ticket Management
    75
    Chase Clemons , supportops

    Monday 10 June 2013

    When it comes to supporting customers, it’s all about communication. UserVoice’s support app makes that communication clear and easy.

    More about UserVoice
    View all the UserVoice Critic Reviews
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    Desk.com

    Help Desk and Ticket Management
    75
    Anonymous contribution , Arkus Inc.

    Wednesday 31 December 1969

    If you are running a small service center that wants to support your customers via multiple channels I would recommend using Desk.com - or at least investigate it by setting up the first free user.

    More about Desk.com
    View all the Desk.com Critic Reviews
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    Help Scout

    Help Desk and Ticket Management
    100
    Brad McCarty , The Next Web

    Monday 15 April 2013

    I’ll be running Help Scout because I’ve seen it and I already know that it’s impressive. If you’re passionate about your customers, the ones who keep your business alive, then you should too.

    More about Help Scout
    View all the Help Scout Critic Reviews
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    Zendesk

    Help Desk and Ticket Management
    100
    Anonymous contribution , BlinkList

    Tuesday 12 March 2013

    Zendesk is an excellent choice for your knowledgebase and helpdesk needs. If you’re a large company with multiple brands, Zendesk has tools to manage that level of complexity. If you’re a small startup company, you can get a tool that supports global multi-nationals with multiple brands and easily use it to look just as professional and customer oriented as larger competitors.

    More about Zendesk
    View all the Zendesk Critic Reviews

    Most Unfavorable Critic Review

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    UserVoice

    Help Desk and Ticket Management
    40
    Jessica Yazbek , GetApp

    Monday 16 March 2015

    More about UserVoice
    View all the UserVoice Critic Reviews
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    Desk.com

    Help Desk and Ticket Management
    20
    Alice Siebert , GetApp

    Wednesday 23 December 2015

    More about Desk.com
    View all the Desk.com Critic Reviews
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    Help Scout

    Help Desk and Ticket Management
    0
    Anonymous contribution , GetApp

    Monday 30 November -1

    More about Help Scout
    View all the Help Scout Critic Reviews
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    Zendesk

    Help Desk and Ticket Management
    40
    Anton Mamichev , GetApp

    Friday 11 December 2015

    More about Zendesk
    View all the Zendesk Critic Reviews

    Demo Video

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    UserVoice Demo Video

    Help Desk and Ticket Management
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    Desk.com Demo Video

    Help Desk and Ticket Management
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    Help Scout Demo Video

    Help Desk and Ticket Management
    screenshot for Zendesk

    Zendesk Demo Video

    Help Desk and Ticket Management

    Screenshots

    screenshot for UserVoice

    UserVoice

    Help Desk and Ticket Management
    Screenshot for UserVoice 6 screenshots available
    screenshot for Desk.com

    Desk.com

    Help Desk and Ticket Management
    Screenshot for Desk.com 4 screenshots available
    screenshot for Help Scout

    Help Scout

    Help Desk and Ticket Management
    Screenshot for Help Scout 4 screenshots available
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    Zendesk

    Help Desk and Ticket Management
    Screenshot for Zendesk 4 screenshots available

    Typical Customer

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    UserVoice

    Help Desk and Ticket Management
    • Business
    • Personal Use
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    Desk.com

    Help Desk and Ticket Management
    • Business
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    Help Scout

    Help Desk and Ticket Management
    • Business
    • Personal Use
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    Zendesk

    Help Desk and Ticket Management
    • Business
    • Personal Use

    Supported Devices

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    UserVoice

    Help Desk and Ticket Management
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    Desk.com

    Help Desk and Ticket Management
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    Help Scout

    Help Desk and Ticket Management
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    Zendesk

    Help Desk and Ticket Management

    Supported Languages

    screenshot for UserVoice

    UserVoice

    Help Desk and Ticket Management
    • English
    • French
    • Spanish
    • Italian
    • German
    • Russian
    • Japanese
    • Arabic
    • Hebrew
    • Portuguese
    • Polish
    • Ukrainian
    • Danish
    • Norwegian
    • Swedish
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    Desk.com

    Help Desk and Ticket Management
    • English
    • French
    • Spanish
    • Italian
    • German
    • Russian
    • Japanese
    • Arabic
    • Hebrew
    • Portuguese
    • Polish
    • Danish
    • Norwegian
    • Swedish
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    Help Scout

    Help Desk and Ticket Management
    • English
    screenshot for Zendesk

    Zendesk

    Help Desk and Ticket Management
    • English
    • French
    • Spanish
    • Italian
    • German
    • Russian
    • Japanese
    • Chinese
    • Arabic
    • Hebrew
    • Portuguese
    • Polish
    • Ukrainian
    • Danish
    • Norwegian
    • Swedish

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