Zendesk

Zendesk was the first SaaS ticketing system that I evaluated and even for a first time user, it was easy to setup. Simple and clean UI makes it easy for an end user to navigate through Zendesk. Zendesk is best in the market when it comes to handling tickets. Apart from standard features like ticket assignment, ticket reassignment, canned replies, raise ticket priority and merge tickets, Zendesk uses Macros for automation. Apart from creating Macros for oneself, Macros can be shared with other users as well. You can add tags to your tickets which make it easy to track tickets. To cut down on your support tickets, you can use a self-service feature like Knowledge base and Communities. You can create articles which will be a part of your Knowledge base to answer the most commonly asked questions. The community forum is a good way to engage your customers and build on a community. The best part of about using Zendesk is that it has integrations available with almost all of the popular services. Using Zendesk API, you integrate it with any application which does not have the readymade integration available. I have been setting it up for clients and as such have not required any interaction with the support team. From the feedback, I have received from people I have talked to, they were happy with it.

Compared to Freshdesk, Zendesk does not have a free license and for a similar set of features, Zendesk will be priced higher. You will need to make full use of your trial period, Just like Freshdesk, reporting leaves a lot to be desired. Integration cost for third party apps (Live chat for example) may increase the overall cost of operations depending on your requirements.

Just like with any other Software I would recommend you to access your organization's needs because you do not always end up using all the features of a fully upgraded SaaS. Zendesk is the market leader and your support team will love it. The deciding factor could come down to the pricing and integration with third party apps you are using. In the end, there is no wrong choice when it comes to choosing Zendesk. You cannot go wrong with Zendesk and in case, it does not meet your requirements then there are other options out there at a lesser price.