Compare Web Help Desk and Zendesk - Sep 2023

Shlomi Lavi

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Bottom Line: Which is Better - Web Help Desk or Zendesk?

Web Help Desk is more expensive to implement (TCO) than Zendesk, and Zendesk is rated higher (92/100) than Web Help Desk (78/100). Zendesk offers users more features (23) than Web Help Desk (13). There is a clear winner in this case and it is Zendesk!

Looking for the right Help Desk solution for your business? Buyers are primarily concerned about the real total cost of implementation (TCO), the full list of features, vendor reliability, user reviews, and the pros and cons. In this article we compare between the two software products:

MacsDesign Studio, LLC Vs. Zendesk

MacsDesign Studio, LLC: The extensive feature set of the Web Help Desk software addresses critical IT and support areas, including: Incident and Problem Management, Asset and Desktop Management, Knowledge Management, and Approval Workflow.

Zendesk: Zendesk is founded in Copenhagen, Denmark. Zendesk is the leading cloud-based customer service software solution. More than 20,000 companies such as Groupon, Box, and Zappos are using Zendesk to lower costs, raise productivity, and increase customer satisfaction.

Who is more expensive? Web Help Desk or Zendesk?

The real total cost of ownership (TCO) of Help Desk software includes the software license, subscription fees, software training, customizations, hardware (if needed), maintenance and support and other related services. When calculating the TCO, it's important to add all of these ”hidden costs” as well. We prepared a TCO (Total Cost) calculator for Web Help Desk and Zendesk.

Web Help Desk price starts at $376 per license , On a scale between 1 to 10 Web Help Desk is rated 4, which is lower than the average cost of Help Desk software. Zendesk price starts at $49 per agent/month , When comparing Zendesk to its competitors, the software is rated 2 - much lower than the average Help Desk software cost.

Bottom line: Web Help Desk is more expensive than Zendesk.

Which software includes more/better features?

We've compared Web Help Desk Vs. Zendesk based on some of the most important and required Help Desk features.

Web Help Desk: this software is considered "feature-rich" with more than 10 important features, here is a partial list: Asset Management, Billing and Invoicing, Change Management, Customer Survey, Email Integration, Incident / Request Management, Knowledge Base/FAQ, LDAP/Active Directory Synchronization.

Zendesk: Customer Survey, Email Integration, Knowledge Base/FAQ, Multi-Site Support, Rules/Workflows.

Target customer size

The software is suitable for small and medium business, although its features are also useful for some aspects of big businesses. Zendesk is the tool for any company, big or small, that has to deal with a certain number of customers on daily basis and needs an evolving platform to facilitate this process.