Comparison with Zendesk

Craig Smith

29 Dec, 2010 06:39 PM

Hi,

I'm currently using Zendesk and came across this help desk reading about the pricing controversy at Zendesk. This solution appears to be about half the price of Zendesk (we have 10 agents) but I want to inquire about a few key features that I like about Zendesk but don't readily see in this product...

  1. Automations - I currently have many automations set up to remind agents of tickets that have not been dealt with after x number of hours depending on ticket priority. Do you have something similar?

  2. I can use my own domain for the help desk (support.absorblms.com).

  3. I can setup SLA criteria and report against those criteria in Zendesk.

  4. Can I submit tickets (discussions) via email?

These aren't all show stoppers but 1 and 4 are very important.

Thanks,
Craig

  1. #1 Posted by Craig on 29 Dec, 2010 10:15 PM

    I've answered #2 and #4 myself. The answer is yes. Still curious about 1 and 3.

  2. #2 Posted by Will on 29 Dec, 2010 10:51 PM

    Hey Craig. Tender is pretty different from Zendesk as far as our take on support workflow and philosophy goes. I almost look at Zendesk more like a ticket system for support, like http://lighthouseapp.com but for a public support workflow. Tender is probably closer to GetSat as far as a community level. We chose to focus on email integration and private features that we needed when building Tender, and keep our development workflow separated with Lighthouse integration..

    1. No. We don't have automation for reminders. Everything that is pending is in the pending UI.
    2. Yes.
    3. Tender doesn't have SLA focused features.
    4. Yes. You forward your support email address to Tender. Users can send directly via email and you can respond right from your inbox.

  3. #3 Posted by Craig on 30 Dec, 2010 03:58 PM

    It does look good. But it is a pet peeve of mine when companies don't list pricing on their website or provide an email address for me to inquire about pricing.

  4. #4 Posted by Will on 30 Dec, 2010 04:34 PM

    Sorry about that.

  5. Amanda closed this discussion on 13 Jan, 2011 09:55 PM.

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