Shlomi Lavi /
Sep 28, 2023
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Bottom Line: Which is Better - Support Incident Tracker or Zendesk?
Support Incident Tracker is more expensive to implement (TCO) than Zendesk, and Zendesk is rated higher (92/100) than Support Incident Tracker (80/100). Zendesk offers users more features (23) than Support Incident Tracker (5). 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:
The Support Incident Tracker Vs. Zendesk
The Support Incident Tracker: Support Incident Tracker (or SiT!) is a Free Software/Open Source (GPL) web based application which uses PHP and MySQL for tracking technical support calls/emails (also commonly known as a 'Help Desk' or 'Support Ticket System'). Manage contacts, sites, technical support contracts and support incidents in one place. Send emails directly from Si...
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? Support Incident Tracker 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 Support Incident Tracker and Zendesk.
Support Incident Tracker price starts at $25 per license , On a scale between 1 to 10 Support Incident Tracker is rated 6, which is similar to 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: Support Incident Tracker is more expensive than Zendesk.
Which software includes more/better features?
We've compared Support Incident Tracker Vs. Zendesk based on some of the most important and required Help Desk features.
Support Incident Tracker: Email Integration, Incident / Request Management, Multi-Site Support, Service Level Agreements, Support Ticket Tracking.
Zendesk: Customer Survey, Email Integration, Knowledge Base/FAQ, Multi-Site Support, Rules/Workflows.
Target customer size
Support Incident Tracker is perfect for companies of all sizes. 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.