Zendesk Review - why 4.3 stars?

• AI Chatbots: End-users can do more without increasing headcount. This feature allows end-users to set up chatbots to provide support even when logged off.
• Integrations: Zendesk provides the avenue that allows end-users to integrate and connect over 1,000 apps like Slack, Jira, Segment, Mailchimp, and more.
• Real-time Analytics: End-users can use reports and analytics to review how their team is performing or spot recurring customer trends.

• Interaction with customers through various channels (email, phone, social media)
• Native apps available for all types of smartphones, including Android and iOS devices
• The interface of the online software can easily be branded
• Many third party apps are already integrated (Google Apps, Open API, Salesforce)
• Zendesk Starter is cheap to buy and use
• Zendesk is feature-rich
• The software comes with customizable templates
• The software offers a knowledge base platform that can be utilized for operational optimization
• The customer support system offers Javascript API and supports email and REST integration
• Zendesk offers automated workflow.

• The software can be slow to use when many apps and integrations are configured
• Online software interface is based on flash which doesn't work well with mobile
• There is no official technical support available
• Customers have to open a Zendesk account before submitting a ticket, which may filter out "lazy" clients
• The agent module is still clumsy and needs to evolve

• Functionality: Zendesk offers features like AI chatbots, Contact form, Conversation tags, Social channels, Standard themes, Widget customization, Customizable offline form, Unlimited concurrent chats, Automations & workflows, integrations, analytics, etc. Freshdesk offers features like Ticketing, Collaboration, Automation (available in Zendesk), Help Widget, Reporting and Analytics, Security, Integrations (available in Zendesk), etc. Kustomer offers features like CRM-Powered Chatbots (available in Zendesk), Timeline View, Agent Productivity, Send Automated Messages (available in Zendesk & Freshdesk), etc. HubSpot Service Hub offers features like Reporting Dashboard, Company insights, help desk automation (available in all alternatives), knowledge base functionality, customer feedback surveys, reporting (available in Freshdesk), etc.
• Customers/industries: Zendesk targets industries with specialties in Education, Financial Services, Government, Healthcare, Manufacturing, Media, Retail, Software, Telecommunications, etc. Examples of customers using Zendesk are MySugar, NatureBox, Scribe, PayJoy, Olala Homes, Tile, Simense, Polaris, Chupi, Udacity, etc. Freshdesk targets industries with specialties in Retail & E-commerce, NGOs & Non-Profits, Education, Real Estate, Healthcare, Insurance, Logistics, Media & Entertainment, Manufacturing, Managed Service Providers, etc. Examples of customers using Freshdesk are Cinnamon, Pearson, Aramex, orderin, Thai Union, Bridgestone, BigBus, Misa, Trainline, etc. Kustomer targets industries with specialties in Retail and eCommerce, Financial Services, Travel and Hospitality, Marketplace, Healthcare, Higher Education, Government, etc. Examples of customers using Kustomer are Sweetgreen, ring, Stella &Dot, Glossier, Rappi, hopper, etc. HubSpot Service Hub has customers like WWF, Suzuki, SoundCloud, VMware, survey monkey, ClassPass, G2 crowd, Trello, etc.
• Cost: According to ITQlick expert cost research, Zendesk is cost-rated at 1/5, which means it is low-cost CRM software. The rating system considers this software rated 1-2 as low-cost and 4-5 as high cost. Zendesk starts at $49 per agent per month billed annually and $59 on a monthly subscription. It comes with a free trial. Freshdesk starts at $15/agent per month billed annually and $18 per agent per month billed monthly. It comes with a free trial Kustomer starts at $89.00 per feature per month. Kustomer does not have a free version and a free trial. HubSpot Service Hub Starts at $45 per month and is billed at $540 per year.
• Cloud-based/On-premise: Zendesk and all its alternatives are cloud-based.
• Popularity: Zendesk is publicly traded on the NYSE under the ZEN symbol with over 160,000 businesses. Freshdesk is privately held and trusted by 50,000+ businesses. HubSpot Service Hub is publicly traded on the NYSE under the HUBS symbol with 128,000 customers in over 120 countries.
• Scalability: Zendesk and Freshdesk can accommodate businesses of all sizes. Kustomer can accommodate Mid-market and Enterprise businesses.
• Support: Zendesk, HubSpot Service Hub, and Freshdesk offer support channels like Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live Rep), and Chat. Kustomer lacks 24/7 (Live Rep) but offers all support channels of Zendesk, HubSpot Service Hub, and Freshdesk.

• Suite Team starts at $49 per agent per month billed annually and $59 on a monthly subscription.
• Suite Growth starts at $79 per agent per month billed annually and $99 on a monthly subscription.
• Suite Professional starts at $99 per agent per month billed annually and $125 on a monthly subscription.
• Suite Enterprise starts at $150 per agent per month billed annually and $199 on a monthly subscription.

What is the REAL total cost of implementation? on top of the total cost of licenses which is easy to calculate you need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 2 out of 10 (10 is most expensive). You can fine here the REAL total cost breakdown for Zendesk. You can also find here pricing information from Zendesk's website.