ConnectWise PSA vs Zendesk comparison

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ConnectWise Logo
1,338 views|604 comparisons
100% willing to recommend
Zendesk Logo
3,124 views|2,028 comparisons
93% willing to recommend
Comparison Buyer's Guide
Executive Summary

We performed a comparison between ConnectWise PSA and Zendesk based on real PeerSpot user reviews.

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed ConnectWise PSA vs. Zendesk Report (Updated: March 2024).
769,630 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The search function is really good. To have a single place where we have the account information stored is probably most valuable.""I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status.""The most valuable feature is the management of projects from start to finish.""The initial setup isn't too difficult.""It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well.""All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen.""It's a nice ticketing system.""It handles ticketing pretty well, and it's not something I have many critiques for."

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"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting.""We rarely had issues with Zendesk.""Zendesk Support has a lot of good APIs.""I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions.""It's a very stable tool, very powerful.""Its agility and simplicity are the most valuable features. This tool is very user-friendly.""The feature to move over my customer experience team tickets for different specialists is very valuable for my team.""One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."

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Cons
"Sometimes it is a little bit slow, which is the only complaint I have about it.""Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience.""If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company.""ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics.""The custom reporting needs to be improved.""Has a very outdated 90s interface and not all features are accessible via the mobile app.""The speed could be better, and the reporting could be a lot better.""There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."

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"The price of the solution should be reduced.""You couldn't give administrative access to new hires.""It wasn't easy to set up so we're only using a third of all of the features,""The solution itself wasn't easy to set up.""It needs to improve in terms of its flexibility, price, and installation.""Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful.""The dashboard could be better.""They have something called Zendesk Explore, which isn't as good as what they had in place previously."

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Pricing and Cost Advice
  • "There are some different add-ons and benefits that are optional and come at an additional cost."
  • "The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."
  • "We're paying $940 a month for 14 users."
  • "The pricing of ConnectWise Manage is reasonable."
  • "I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."
  • More ConnectWise PSA Pricing and Cost Advice →

  • "We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
  • "The price is very competitive."
  • "Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."
  • "There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."
  • "You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."
  • More Zendesk Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:I have one monthly license for all of the ConnectWise products I use, and it's $85 per user. In addition to the standard license fee, I think there's a $1,500 implementation fee.
    Top Answer:ConnectWise PSA’s graphical interface is a little old. They could make it more refreshing.
    Top Answer:I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to… more »
    Top Answer:You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well. The pricing is expensive. Back then, we were paying $51 per… more »
    Top Answer:As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me… more »
    Ranking
    15th
    out of 59 in Help Desk Software
    Views
    1,338
    Comparisons
    604
    Reviews
    5
    Average Words per Review
    339
    Rating
    7.8
    10th
    out of 59 in Help Desk Software
    Views
    3,124
    Comparisons
    2,028
    Reviews
    6
    Average Words per Review
    539
    Rating
    8.2
    Comparisons
    Also Known As
    ConnectWise Manage
    Zendesk Support, Zendesk Guide, Zendesk Sell
    Learn More
    Overview

    ConnectWise PSA is an award-winning professional services automation solution that connects your entire organization. Save time throughout your entire business lifecycle with the powerful automation and standardization that ConnectWise PSA brings to the table. A single view of your business operations makes it possible to streamline your business even further.​

    Key features and benefits of ConnectWise PSA:

    Help desk

    Centralize your help desk with features that allow you to organize and standardize your service requests and streamline workflow automation to ensure your support operations are as efficient as possible. Keep your help desk responsive and productive no matter how challenging the issue is.

    Cloud billing

    Managing recurring billing can be a streamlined and straightforward process. You can standardize and simplify the way you manage customer contracts, including cloud. Easily manage, monitor, and bill for other public cloud services such as Microsoft 365 and Cisco Cloud Solutions.

    Sales and marketing

    The competitive landscape has made the window of opportunity for growing your business more challenging. Take control for generating leads with sales and marketing features that help you build a stronger, more predictable pipeline and improve communication with prospects to ensure high conversion rates.​

    Procurement

    Supplier operations can be hit and miss, making the procurement process far more challenging. Optimize internal purchasing and receiving workflows to keep your operations department and customers in the know.​

    Time tracking and billing

    Time tracking and billing reduces revenue loss and client skepticism. Your team can easily enter and track their billable time by the minute and by client, project, or task and include detailed notes to avoid client audits. With these efficiencies, your team will have more time to better serve your business and your customers.​

    Project management

    Don’t miss a beat. Project management gives you what your team needs to track the progress of multi-faceted projects and project milestones, so you can deliver what you promise to your clients on time and on budget.

    Reporting

    Knowledge and visibility are key components of a successful IT service provider. Leverage a reporting engine that give you the insights and metrics to help you make data-driven decision across all areas of your business.

    What can ConnectWise PSA do for you?

    Improve employee experience

    Give your teams a PSA that helps them perform more effectively and provide the best experience possible—for them and your customers. Keep everyone in the know, increasing management’s confidence in the ability to sustain and grow a happy customer base. ​

    Enhance the customer experience

    When your teams have what they need to do their job well the first time, your customer experience gets better and better. Provide amazing service delivery, timely and accurate invoices, and automate important reports to keep your customers happy (and in the know). Pair that with the end-user portal available, and your customer experience just got even better!​

    Give your team precious time back

    With coupling centralization and automation, your teams will function more efficiently than ever, giving everyone more time to focus on what’s important. You'll get more time to focus on growing your business!​

    Increase revenue and decrease costs

    When your systems are centralized and your operations more efficient, you can save time and reduce costs. In essence, you can improve revenue and decrease costs through all your gained efficiencies.

    Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

    Sample Customers
    IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels
    Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
    Top Industries
    REVIEWERS
    Computer Software Company57%
    Security Firm14%
    Energy/Utilities Company14%
    Non Profit14%
    VISITORS READING REVIEWS
    Computer Software Company30%
    Comms Service Provider6%
    Financial Services Firm5%
    Construction Company5%
    REVIEWERS
    Computer Software Company24%
    Financial Services Firm14%
    Construction Company10%
    Non Profit7%
    VISITORS READING REVIEWS
    Computer Software Company22%
    Educational Organization10%
    Financial Services Firm7%
    University6%
    Company Size
    REVIEWERS
    Small Business84%
    Midsize Enterprise11%
    Large Enterprise5%
    VISITORS READING REVIEWS
    Small Business32%
    Midsize Enterprise16%
    Large Enterprise52%
    REVIEWERS
    Small Business46%
    Midsize Enterprise35%
    Large Enterprise19%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise20%
    Large Enterprise55%
    Buyer's Guide
    ConnectWise PSA vs. Zendesk
    March 2024
    Find out what your peers are saying about ConnectWise PSA vs. Zendesk and other solutions. Updated: March 2024.
    769,630 professionals have used our research since 2012.

    ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. ConnectWise PSA is rated 8.2, while Zendesk is rated 8.2. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, Kaseya BMS and Rev.io PSA (formerly Tigerpaw One), whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our ConnectWise PSA vs. Zendesk report.

    See our list of best Help Desk Software vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.