Zendesk Support Suite vs Spiraldesk Comparison

86% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Zendesk Support Suite

Help Desk Software

4.3 6,579 user ratings

View Details

82% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Spiraldesk

Help Desk Software

4 1 user ratings

View Details

Overview

Description	Zendesk Support is a customer support solution that centralizes all customer queries and interactions in one place. Customer support agents can access all customer data in a single interface so they have the complete history of any interactions, and can provide a more personalized and complete resolution to the issue. Zendesk Support can bring together support data and interactions from multiple channels, and also allows customers to submit support requests through the channel of their choice. The agent support tools allow customer queries to be submitted directly to the right agent with the right skills and knowledge to answer the request. Customer support agents can also collaborate with other teams to get the necessary information to best resolve issues. Zendesk Supports helps improve support agents’ response time by guiding them directly from one ticket to the next, which also avoids them cherry picking certain ticket types. Read more	Spiraldesk is a dedicated web-based helpdesk for the customer service department that helps them execute seamless communication with other business domains. This includes multiple entities such as profit centers, locations, products, or even brands. This acts as a holistic and centralized unit that connects multiple disparate business units together that have the same top management. Hence, users can monitor customer service verticals in each entity. All CRMs modules of varying business units can also be connected together. Users can classify their tickets on the basis of brands, companies, products, locations, or even clients. Then by using custom ticket filters, they can access each of them through a web interface. Tickets can even be auto-tagged on the basis of their subject, content, customers, and more. Additional event-based notifications can also be created with placeholders for each brand. Every user-defined brand also receives its own while labeled support portal. Read more
Pricing Options	Free Trial Available Starts at $19.0. Offers Custom plan.	Free Trial Available Starts at $10.00. Offers Free-forever plan.
SW Score & Breakdown	86% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more 99% Reviews 86% Momentum 60% Popularity 60%	82% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more 94% Reviews 64% Momentum 60% Popularity 71%
SaaSworthy Awards	# 7 Fastest Growing # 12 Fastest Growing	Not Available

Features

Total Features	18 Features	14 Features
Common Features for All	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Automated Routing It helps in automatically directing queries and data to the appropriate agent. Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Document Storage Helps in storing the documents electronically and in a systematic way Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Known Issue Management Helps to tackle and to manage familiar issues or routine challenges Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions Social Media Integration Enables integrating the software with social media for better reach and coverage Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved + 13 More - Show Less	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Automated Routing It helps in automatically directing queries and data to the appropriate agent. Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Document Storage Helps in storing the documents electronically and in a systematic way Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Known Issue Management Helps to tackle and to manage familiar issues or routine challenges Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions Social Media Integration Enables integrating the software with social media for better reach and coverage Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved + 11 More - Show Less
Unique Features	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Multi-language Support Available in multiple languages to support global customers	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Multi-language Support Available in multiple languages to support global customers

Technical Details

Organization Types Supported	Large Enterprises Medium Business Small Business	Large Enterprises Medium Business Small Business
Platforms Supported	SaaS/Web/Cloud Mobile - Android Mobile - iOS	SaaS/Web/Cloud Mobile - Android Mobile - iOS
Modes of Support	24/7 (Live rep) Business Hours Online	24/7 (Live rep) Business Hours Online
API Support	Available	Available

Reviews & Ratings

User Rating	4.3/5 6,579 user ratings	4/5 1 user ratings
Rating Distribution	Excellent 58.9% Very Good 27.6% Average 4.5% Poor 1.3% Terrible 7.7%	Excellent 0% Very Good 100% Average 0% Poor 0% Terrible 0%
User Sentiments	Extensive Integrations, Comprehensive Reporting Functionality, Easy to Use Interface, Helpful Knowledge Base Slow Support Response Times, Lack of Advanced Chat Features, Inflexible User Management, Confusing Navigation	Not Available
Review Summary	Zendesk Support is widely praised for its user-friendly interface, customizable features, and robust reporting capabilities. It is particularly lauded for its ability to streamline customer service processes, facilitate effective agent collaboration, and enhance customer satisfaction. However, some reviewers have expressed concerns about its pricing structure and the occasional occurrence of technical glitches. Additionally, some users have found the reporting functionality to be somewhat limited.	Not Available
	Read All User Reviews	Read All User Reviews

AI-Generated from the text of User Reviews

Pricing

Pricing Options	Free Trial Available Starts at $19.0. Offers Custom plan.	Free Trial Available Starts at $10.00. Offers Free-forever plan.
Pricing Plans Monthly Plans Annual Plans	Suite Team $55.00 $69.00 per user / month Suite Growth $89.00 $115.00 per user / month Suite Professional $115.00 $149.00 per user / month Suite Enterprise Custom Suite Enterprise Plus Custom Support Team $19.00 $19.00 per user / month Support Professional $55.00 $55.00 per user / month Support Enterprise $115.00 $115.00 per user / month	Lite Free Curl $10.00 $12.00 per month Radial $17.00 $20.00 per month Elegant $26.00 $30.00 per month
	View Detailed Pricing	View Detailed Pricing

Alternatives

	HelpDesk 4.4 50 ratings Zendesk Support Suite Vs HelpDesk ReadyDesk 2.7 3 ratings Zendesk Support Suite Vs ReadyDesk Zoho Desk 4.4 4,676 ratings Zendesk Support Suite Vs Zoho Desk AzureDesk 4.6 76 ratings Freshdesk 4.7 47 ratings Zendesk Support Suite Vs Freshdesk	HelpDesk 4.4 50 ratings Spiraldesk Vs HelpDesk ReadyDesk 2.7 3 ratings Spiraldesk Vs ReadyDesk CRMdesk 4.3 110 ratings Spiraldesk Vs CRMdesk BoldDesk 4.7 43 ratings Sitehelpdesk 4 1 ratings Spiraldesk Vs Sitehelpdesk
	View All Zendesk Support Suite Alternatives	View All Spiraldesk Alternatives