Zendesk and Desk are both enterprise level solutions that are designed to make it easy for companies to manage customer service. Zendesk is a battle-proven system that does a lot of things right. At the same time, there is a good reason why companies like GrouponShopify and OpenTable handle their support using Zendesk. Desk is particularly useful is you plan on integrating with Salesforce. Way back before it was a This was a big competitor to Zendesk back in the day.
The interface and many features are very similar. I always say it: your choice entirely depends on your requirements. It is good that you are comparing three different options, because it allows you to see their strong and weak points respectively, and therefore, you will be able to see in what areas they are better than the others.
Therefore, I invite you to make a list of the features that your organization needs, because it will allow you to clearly see what solution offers you the best value. I also invite you to add another option to your list: Kayako. It is better than those three options in key aspects, which I will detail right below It is better than those three options in key aspects, which I will detail right below, so you can make a good comparison and see if it fits your requirement, which is what really matters in the end.
Your agents will have everything at reach, so they can provide your customers the experience they deserve, which will boost your customer retention and satisfaction rates exponentially. Kayako makes your business grow. You can adapt and customize Kayako to what your company needs. This is one of its strongest points, because you can make it do exactly what you want to accomplish. You can integrate it with hundreds of apps without writing a single line of code, you can customize its appearance easily, integrate workflows and more.
It is important that your customer service solution can be scaled as your business grows, and this is an area where Kayako excels. That is why I recommend you to consider Kayako, and I hope that you do, because it might fit all of your requirements. A great starting point to discover the pros and cons of Zendesk vs Desk. Zendesk Reviews. Casengo Reviews. If you are using SalesForce then Desk is really nice lightweight plugin. It covers all the basic functionality you would expect from a help desk solution and integrates nicely with the sales platform.
As a stand alone help desk tool however you will find it restrictive and will not offer you some of the more advanced functionality that your support team may be used to.
It is also relatively new and hasn't quite had the time to evolve into a rounded product. Zendesk on the other hand is an excellent stand alone tool and offers a nice cloud based solution. If you are looking for basic functionality with an easy to use interface then Zendesk offers great value for money.Create your canned responses and answer your customers faster than ever on Zendesk!
Answer your customers faster than ever: typedesk opens up as soon as you need it and is packed with handy features for your canned emails.
Share your canned responses with your team to make sure everyone delivers a consistent message to your customers. It just works where you do! Yes, you can use typedesk powerful replace tags to create email templates based on your canned responses. For instance, a common use is to create a separate canned response for your header and signature, and then reuse those canned responses to create complex templates. Alternative to Canned Responses for Zendesk.
Do more in less time Answer your customers faster than ever: typedesk opens up as soon as you need it and is packed with handy features for your canned emails. One voice for everyone Share your canned responses with your team to make sure everyone delivers a consistent message to your customers. It works where you do typedesk adds powerful canned responses to your ticketing system, email client, social network, document editor, and anywhere you need canned responses. How can I create canned responses in Zendesk with typedesk?
You can easily add several translations, organize by tags, share with team members etc. Once created, the canned response will be available in whatever app you are using. Yes, although we think we can improve canned responses by a lot! Feel free to check out our pricing.Customer service is the lifeblood of a modern business. Seventy percent of consumers in the United States report spending more money—and preferring to do business—with a company that delivers better customer service.
Conversely, 33 percent of consumers would jump ship to a new brand if they experienced just a single instance of bad customer service.
The struggle for businesses is maintaining multi-channel customer support options—and that's where customer service software comes in. Here we're going to compare two of the most popular customer support apps on the market: Zendesk and Freshdesk. Zendesk and Freshdesk share many similar features, benefits, and challenges.
But when you dive deep into each, you'll figure out which is better suited for your needs. Do you prioritize ticket management or reporting and analytics? Will you focus on your knowledge base or emphasize live chat? Here are the key features we focused on in this showdown. Click on the section that matters most to your business, or jump to our feature comparison table below. Based on the number of agents you need to accommodate, you could be paying thousands of dollars a month for a customer support platform, so it's important to review your options carefully.
Zendesk's suite of products includes support tickets, live chat, phone support, knowledge base, and more. You can purchase each of these options a la carte, or, if you want a comprehensive support platform with all of those features, you can buy the Zendesk Suite. On Freshdesk, on the other hand, everything is bundled together into the Freshdesk product as a whole, meaning you aren't able to segment and filter different features. But Zendesk offers proprietary features that justify the heftier price tag, like advanced training programs and dedicated teams to support your business growth.
Plus, Zendesk offers more than double the native integrations. But if those aren't of interest to you, Freshdesk can save you big money in the long term. Freshdesk also offers one plan for free.
The Sprout plan is essentially a stripped down version of their enterprise plan: You get access to the traditional helpdesk tools, but lose the advanced features like linked tickets and auto-suggested bot answers.
You can get Zendesk's live chat and phone features for free, but on a very limited basis.Create your shared repository for email canned responses, business templates, signatures, catchlines, code snippets Answer your customers faster than ever: typedesk opens up as soon as you need it and is packed with handy features for your canned emails.
Share your canned responses with your team to make sure everyone delivers a consistent message to your customers. We use typedesk with Intercom.
I've used canned responses for years.
I'm finding typedesk very useful and I am already recommending it to others! We can focus on delivering value. Love it! I love that you've added this functionality across multiple platforms. Other products tend to just stick to Gmail integration. Great work! Very useful utility which tries where others have failed. Definitely worth a look. Install our apps for any platform or browser extension to start saving yourself and your time some precious time!
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Start free trial 14 days free trial - No credit card required - Cancel anytime. Say goodbye to repetitive typing Create your shared repository for email canned responses, business templates, signatures, catchlines, code snippets See How It Works. Without typedesk With typedesk. Do more in less time Answer your customers faster than ever: typedesk opens up as soon as you need it and is packed with handy features for your canned emails. One voice for everyone Share your canned responses with your team to make sure everyone delivers a consistent message to your customers.
Why our users love typedesk. Dale Beaumont Founder, Business Blueprint. Jac Engels Founder, Loeihard.
Titul Decali Founder, Spring. I've been using typedesk for a few months now and I'm a huge fan of it! Vitaliy Kolos Blog Writer, Webdesy. Get started today!So how can you get around this? As nice as it would be to manually personalize every message, or to simply turn off canned emails, these solutions are probably not the answer.
You can, however, use Liquid code to enable your triggers, automations, and macros to randomly select a message from a set of pre-built messages to lend more variety to the canned responses a customer will receive at various stages in the support cycle.
Head to the forums to learn more. Customer engagement Customer service management Customer service software Customer service metrics and data Customer service trends Customer service success stories. Sales tips and techniques Sales management Sales software Sales metrics and data Future of sales Sales case studies Sales culture and recruitment.
View demo. January 27, Customer service software Improve customer experience Ticketing System. Subscribe Scroll it up. Recommended posts. Conversational support made easy with Zendesk. Designing call centers for empathy—can it be done? Could an ancient practice return humanity to the workplace? Please also send me occasional emails about Zendesk products and services. You can unsubscribe at any time.
Yes No.HappyFox help desk was built to make your customer support simple. It includes the Canned Actions feature to simplify repetitive responses. What is a Canned Action?
A Canned Action is a pre-defined, stored response for commonly asked questions or commonly received requests.
A canned action can be a simple or elaborate reply, formatted to your needs or a stored action performed on ticket properties. Canned responses are category-specific and are easy to access from your ticket reply page. What can you do with Canned actions? Restrict staff access for Canned Actions to make sure only specific canned responses are available for certain staff. Knowledge Base References You can either store a simplified version of the article as a canned response or directly send the knowledge base article as a link for them to refer to it.
So, go ahead and create your Canned Responses and enjoy the benefits. The learning curve for our support team was as easy as it could have been.
Help Desk. Features Quick tour View pricing. Solutions Quick Tour View pricing. Integrations All Integrations. Get a Demo. Canned Responses: Save time spent on answering commonly asked questions Create response templates and reduce support effort HappyFox help desk was built to make your customer support simple.Weekly sales and marketing content for professionals.
The latest business technology news. A bimonthly digest of the best HR content. Any good company knows that selling is only half the journey. Help desk software is designed to make this job easier for IT and service departments in every industry. Zendesk rivalry. Both offer cloud-based ticket management and customer support software at accessible price points and a low learning curve. Beyond taking the recommendation of a colleague, how do you decide which help desk software to use?
To guide you in your decision process, this post will compare the two platforms based on systems and pricing, ticket management, communication channels, self-service, and reporting. Zendesk is the older of the two vendors by about four years. Although Freshdesk has yet to go public, they claim a formidable customer base of 50, Notable Zendesk customers: Shopify, Box. Both vendors offer a five-tiered, on-demand pricing structure, which means you pay a subscription fee per month based on the number of users and level of features you need.
If you pay 12 months at a time, you get approximately a nine percent discount, which is fairly standard for software-as-a-service.
That said, Zendesk is a little more accommodating at the enterprise scale. They provide advanced training and support, including a dedicated customer success team and semi-annual business reviews.
Freshdesk vs. Zendesk: Which is Better for Modern Support Teams?
Team members can add notes, opt-in to receive notifications, and tag requests with custom labels. Agents can use canned responses to send pre-formatted replies to common questions, and merge tickets that report the same issue. Administrators can set custom SLA service level agreement policies to help prioritize tickets and, combined with built-in time tracking, enforce resolution windows. This action automatically creates a ticket and sets up a back-and-forth exchange between agent and customer until the issue is resolved.
Each vendor offers a pretty wide swath of channels through which customers can submit requests and tickets. Depending on the product edition, Freshdesk covers phone support, email, social media, and live chat. The built-in phone channel will give your team access to a cloud call center environment, including an IVR interactive voice response system, transfers, mobile device integration, and call-to-ticket conversion. Customers can also reach your agents through a live chat module on your website, an embedded customer feedback widget, Facebook, Twitter, and a self-service portal.
Pricing is similar to Freshdesk here. Zendesk Voice lets you take and make support calls using your existing hardware and gives you a range of call center features, including call transcription, forwarding, and business hours management. You may not immediately associate help desk support with data analytics, but, as almost any modern business department, reporting plays a role.
It gives managers insight about where their agents are failing and succeeding, about common ticket types, peak complaint times, product weaknesses, customer satisfaction, and a number of other metrics. Zendesk contains a powerful reporting module that analyzes data on tickets, agent performance, channels, and customer satisfaction. Most of these reports are fairly dynamic, meaning you can use filters and responsive dashboards to manipulate data and make new discoveries.
The Zendesk Benchmark module lets you compare your team and your customers to industry and global benchmarks.