Kaseya Vorex vs Zendesk comparison

"Kaseya Vorex is a comprehensive platform with a service desk, project module, CRM, and a complete finance model with auto billing."

"The platform's most valuable feature is the ability to produce daily summary reports."

"We loved the notifications and the way to build custom views for a specific user's open tickets and to see how long they have been open, how long it was since the last request."

"The benefits I have seen from using Zendesk include faster response times; as a CSM, faster response is the goal, which solves the customer's challenge in a timely manner, and Zendesk offers that capability, which is beneficial."

"Zendesk has been invaluable in automating communications such as email and phone calls."

"My advice to others looking into using Zendesk is that if you need an alternative to GitHub Actions or GitHub issues, this is worth looking at."

"Zendesk has had a positive impact on my company by increasing efficiency and also increasing customer satisfaction."

"Its agility and simplicity are the most valuable features. This tool is very user-friendly."

"It is a scalable solution."

"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."

"Kaseya Vorex's customization features could be better."

"The price of the solution should be reduced."

"From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more of its capabilities."

"Zendesk has not positively impacted my organization."

"I would also mention that the Zendesk app on iOS is not very good."

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."

"My experience with Zendesk's customer support has not been positive. When I open a ticket for a bug, it often does not expedite the resolution process."

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."

"From what I hear, Zendesk's pricing is a little expensive."

"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."

"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."

"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."

"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."