Software Comparison
UserVoice vs Zendesk

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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

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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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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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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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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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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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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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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Zendesk Demo Video

Help Desk and Ticket Management

Screenshots

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UserVoice

Help Desk and Ticket Management
Screenshot for UserVoice 6 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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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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Zendesk

Help Desk and Ticket Management

Supported Languages

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UserVoice

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