Zendesk vs. OneDesk
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.
| OneDesk | ZenDesk | |
|---|---|---|
| Price | $6.50 - $11 per agent per month | $9 - $199 per agent per month (plus extras) |
| Email Ticket Capture | included | included |
| Web Widget | included | included |
| History | included | included |
| Mobile App for agents | included | included |
| Workflow Automation / Macros | included | included |
| Dashboards | included | included |
| Knowledge base | included | included |
| Attachments | included | 1MB-20MB depending on plan |
| Custom Views | included | only in $25/agent plan |
| Multiple Ticket Forms | included | only in $59/agent plan |
| Custom Fields | included | only in $59/agent plan |
| SLAs | included | only in $59/agent plan |
| Configurable Ticket forms | included | only in $59/agent plan |
| Internal discussion/collaboration | Included | only in $59/agent plan |
| Group contacts by Organization | included | only in $59/agent plan |
| Custom fields for contacts and organizations | included - on contacts only | only in $59/agent plan |
| Single-Sign-On for users and customers | included | only in $59/agent plan |
| Support - Email and Chat | included | only in $59/agent plan |
| Skills-based routing | Not Available | only in $125/agent plan |
| Surveys | Not Available | only in $125/agent plan |
| Sandbox Environment | Just ask - no charge | only in $125/agent plan |
| Custom Reports | included | Additional $9/agent |
| Real-time Chat | included | Additional $14 - $59/agent |
| Multiple Customer Portals | included | Unclear |
| Timesheets and Timers | included | Need to install additional app |
| Built-in Project Management | included | Not Available |
| Email Audit for incoming and outgoing | included - last 72 hours | Not Available |
| Configurable Ticket Statuses | included | Not available |
| Convert tickets to tasks | included | Not Available |
| PM Features: gantt, scheduling, sub-tasks, hierarchy, etc. | included | Not Available |
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