There is no denying that Zendesk is a powerful and capable piece of helpdesk software, but boy will you pay for it!

When choosing between OneDesk and Zendesk, a useful way to compare them is to see how much you would pay for the features you require.

With OneDesk you pay a flat fee for ALL our features. Our pricing is published and clear and ranges from $4-6 per user per month.

With Zendesk you must first choose the plan that includes the features you need. You then pay the “per-agent” price for that plan. If only one team-member needs a particular feature, you will pay that price-level for all your agents. In addition, many special features incur supplementary charges over and above this level.

Price$6.50 - $11 per agent per month$9 - $199 per agent per month (plus extras)
Email Ticket Captureincludedincluded
Web Widgetincludedincluded
Mobile App for agentsincludedincluded
Workflow Automation / Macrosincludedincluded
Knowledge baseincludedincluded
Attachmentsincluded1MB-20MB depending on plan
Custom Viewsincludedonly in $25/agent plan
Multiple Ticket Formsincludedonly in $59/agent plan
Custom Fieldsincludedonly in $59/agent plan
SLAsincludedonly in $59/agent plan
Configurable Ticket formsincludedonly in $59/agent plan
Internal discussion/collaborationIncludedonly in $59/agent plan
Group contacts by Organizationincludedonly in $59/agent plan
Custom fields for contacts and organizationsincluded - on contacts onlyonly in $59/agent plan
Single-Sign-On for users and customersincludedonly in $59/agent plan
Support - Email and Chatincludedonly in $59/agent plan
Skills-based routingNot Availableonly in $125/agent plan
SurveysNot Availableonly in $125/agent plan
Sandbox EnvironmentJust ask - no chargeonly in $125/agent plan
Custom ReportsincludedAdditional $9/agent
Real-time ChatincludedAdditional $14 - $59/agent
Multiple Customer PortalsincludedUnclear
Timesheets and TimersincludedNeed to install additional app
Built-in Project ManagementincludedNot Available
Email Audit for incoming and outgoingincluded - last 72 hoursNot Available
Configurable Ticket StatusesincludedNot available
Convert tickets to tasksincludedNot Available
PM Features: gantt, scheduling, sub-tasks, hierarchy, etc.includedNot Available
A comparison of the helpdesk software solutions OneDesk and ZenDesk

A Simple Example:
If you require 1) custom fields on tickets and 2) live chat for your customers…

  • With Zendesk 20 agents would cost you $1460 per month
  • With OneDesk 20 agents would cost you $100 per month