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Comparing alternatives to ZenDesk

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Re: Comparing alternatives to ZenDesk

#3

Post by snuxoll »

I've personally been pretty happy with SalesForce's Desk.com, it offers a great interface, one agent is free and you have the option of flex agents ($1/hr) instead of paying for a full seat every month when you just need an occasional helper.

Re: Comparing alternatives to ZenDesk

#5

Post by sudhirj »

As an aside, it's pretty interesting to note that two out of the three products considered are from startups based in Chennai, India. The startup scene here is very nascent, but I wonder why the help desk business seems to attractive to folks here.

Re: Comparing alternatives to ZenDesk

#6

Post by jmathai »

+1 for HelpScout. Their email integration is a god send. Your customers will never know that their support emails are going through a support desk system. It looks and feels like email email communication.

We were using ZenDesk for about 2 months and it was killing my productivity. The web interface was slow and clunky. I dreaded opening support tickets.

With HelpScout I do a lot of the management directly from Gmail. Their web interface is very responsive but I don't normally have to use it.

Re: Comparing alternatives to ZenDesk

#7

Post by gmays »

jmathai wrote: post #6

+1 for HelpScout. Their email integration is a god send. Your customers will never know that their support emails are going through a support desk system. It looks and feels like email email communication. We were using ZenDesk for about 2 months and it was killing my productivity. The web interface was slow and clunky. I dreaded opening support tickets. With HelpScout I do a lot of the management directly from Gmail…

Ditto. I love Help Scout as well. I just started with it last week and it was a pretty easy decision. I messed with ZenDesk last year as well, and it was just too much. Since I do most of my work through Google Apps this was perfect.

Re: Comparing alternatives to ZenDesk

#8

Post by snuxoll »

lwhalen wrote: post #4

What about RT? It's self hosted and free as in speech AND beer. There are also support packages available from BestPractical if your company needs them.

RT doesn't meet the criteria of "easy to use and setup", unfortunately. Great product, but installation isn't anywhere as simple as signing up for these SaaS products.
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