Compare Zendesk and GoToAssist - Sep 2023

Shlomi Lavi

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Bottom Line: Which is Better - Zendesk or GoToAssist?

GoToAssist is more expensive to implement (TCO) than Zendesk, and Zendesk is rated higher (92/100) than GoToAssist (84/100). Zendesk offers users more features (23) than GoToAssist (0). 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:

Zendesk Vs. Citrix Systems, Inc.

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.

Citrix Systems, Inc.: Citrix transforms how businesses and IT work and people collaborate in the cloud era. With market-leading cloud, collaboration, networking and virtualization technologies, Citrix powers mobile workstyles and cloud services, making complex enterprise IT simpler and more accessible for 260,000 organizations. Citrix products touch 75 percent of Int...

Who is more expensive? Zendesk or GoToAssist?

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 Zendesk and GoToAssist.

Zendesk price starts at $49 per agent/month , On a scale between 1 to 10 Zendesk is rated 2, which is much lower than the average cost of Help Desk software. GoToAssist price starts at $69 per agent/month , When comparing GoToAssist to its competitors, the software is rated 4 - lower than the average Help Desk software cost.

Bottom line: GoToAssist is more expensive than Zendesk.

Which software includes more/better features?

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

Zendesk: this software is considered "feature-rich" with more than 10 important features, here is a partial list: Customer Survey, Email Integration, Knowledge Base/FAQ, Multi-Site Support, Rules/Workflows, Scheduling, Self Service Portal, Service Level Agreements.

GoToAssist: We are still working to collect the list of features for GoToAssist.

Target customer size

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. The software is equipped enough to meet the needs of all business sizes and a variety of types.