OneDesk vs. Zendesk

Reduce costs without reducing functionality. OneDesk is a highly customizable and affordable alternative to Zendesk. Keep reading to find out how OneDesk can maximize you customer support and productivity. 

A robust yet affordable Zendesk alternative

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Zendesk is a well known help desk software, offering multiple packages with varying features ranging from $19/per agent a month to $99/per agent a month. When choosing between OneDesk and Zendesk, a useful comparison to make is how much you would be paying for the features that you require.

 

OneDesk provides a full help desk and project management solution in one application. OneDesk offers many of the features of Zendesk such as ticket management and workflow automations. Additionally, OneDesk includes features Zendesk does not offer, like task and project management. In terms of pricing, OneDesk offers a highly affordable alternative to Zendesk. OneDesk starts at only $11.99/per agent a month.

 

Let’s see how OneDesk and Zendesk stack up next to each other:

OneDesk offers the help desk features you need

Ticket Management

Manage tickets and conversations from multiple channels in one app.

Custom Views & Layouts

Organize & view your data how you want with Kanban boards, calendar, tree, list views & various filters & groupings.

Customer Management

Serve your customers with the live chat, customer portal, webforms, & knowledgebase.

Reporting & Analytics

Analyze your teams performance and KPIs with real-time charts & custom reports.

SLA Management

Configure, monitor, & report on Service Level Agreements to deliver the optimal customer experience.

Compare help desk solutions

OneDeskZendesk
Price$11.99 - $15.99 per agent per month paid annually$19 - $199 per agent per month paid annually
Email Ticket CaptureFeature includedFeature included
Web WidgetFeature includedFeature included
HistoryFeature includedFeature included
Mobile App for agentsFeature includedFeature included
Workflow Automation / MacrosFeature includedFeature included
DashboardsFeature includedFeature included
Knowledge baseFeature includedFeature included
AttachmentsFeature included50MB max
Custom ViewsFeature includedFeature included
Multiple Ticket FormsFeature includedonly in $99/agent plan
Custom FieldsFeature includedonly in $59/agent plan
SLA ManagementFeature includedonly in $59/agent plan
Configurable Ticket formsFeature includedonly in $59/agent plan
Internal discussion/collaborationFeature includedonly in $59/agent plan
Group contacts by OrganizationFeature includedonly in $59/agent plan
Phone IntegrationFeature not includedFeature included
Single-Sign-On for users and customersFeature includedFeature included
Support - Email and ChatFeature includedFeature included
Conditional ticket fieldsFeature includedonly in $99/agent plan
Skills-based routingFeature not includedonly in $125/agent plan
Customer Satisfaction SurveysFeature includedonly in $99/agent plan
Sandbox Environmentjust ask - no chargepartial copy only in $125/agent plan
Scheduled Report DeliveryFeature includedonly in $125/agent plan
Custom ReportsFeature includedadditional $9/agent
Real-time ChatFeature includedonly in $59/agent plan
Pre-Built Live DashboardFeature includedonly in $199/agent plan
Multiple Customer PortalsFeature includedonly one portal starting at $99/agent plan
Timesheets and TimersFeature includedneed to install additional app
Automated BotFeature includedonly in $59/agent plan
Built-in Project ManagementFeature includedFeature not included
Email Audit for incoming and outgoingFeature included - last 72 hoursonly in $125/agent plan
Configurable Ticket StatusesFeature includedFeature not included
Convert tickets to tasksFeature includedFeature not included
PM Features: Gantt, scheduling, sub-tasks, hierarchy, etc.Feature includedFeature not included
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What can OneDesk offer over Zendesk?

Capture and manage customer support tickets, emails, service-requests, and other customer interactions. OneDesk offers the features you need. See a full list of OneDesk’s features.

An affordably priced Zendesk alternative

Compared to Zendesk, OneDesk offers affordable by-user pricing. You also get unlimited customers and projects.

The most customizable Zendesk alternative

Many help desk solutions on the market limit you to a number of customizations. For instance, Zendesk does not allow for custom statuses.

At OneDesk we believe your tool should fit your needs. As such, OneDesk is one of the most customizable tools available. Configure unlimited custom fields and statuses. Create your own agent teams and roles. Change the look and feel of your help widget and other customer apps. Create custom SLAs for your organization. Filter or group your work views and reports, configure flexible automations, and more!

OneDesk customizations
task kanban board view

Full-lifecycle project management

Zendesk offers only a helpdesk solution. With OneDesk, you only need one application to manage both your helpdesk and project management needs. No more need to switch in-between, learn, or purchase multiple applications.

OneDesk’s project management application works seamlessly with helpdesk or can function separately. Convert tickets into tasks. Plan and schedule tasks and projects with the Gantt chart, roadmap and calendar. Set a budget and monitor your planned and actual costs in real time, and much more.

Frequently asked questions about Zendesk

While Zendesk provides a variety of features, it may not be the solution for everyone. Zendesk offers limited customization options and so may not fit your unique workflow. Zendesk also can be costly if you need high-level features.  Another important consideration is the ability to serve your whole organization's needs. If you are looking for a Zendesk alternative, OneDesk offers many of Zendesk's highest level features for a fraction of the cost. Moreover, OneDesk offers task and project management seamlessly integrated into one application. As such, OneDesk can be used by a variety of teams and entire organizations to manage support concerns and work tasks. 

Zendesk and OneDesk are both help desk applications that offer a variety of features. Zendesk focuses more on social media ticketing. While OneDesk provides customer-facing applications, allowing customers or end-users to communicate, submit tickets, and stay updated with webforms, live chat, a customer portal, and knowledgebase.

You will see a number of Zendesk competitors, usually focusing on different functions of helpdesk software. These competitors include OneDesk, Freshdesk, and HappyFox. Zendesk competitors usually have essential features such as email ticketing and basic automations. Depending on what you're looking for, you may need more powerful automations or additional ways to create tickets.  OneDesk, is a full help desk and project management software seamlessly integrated together, setting it apart from other solutions. Check out our other help desk comparisons to see how OneDesk and Zendesk stack up next to the competition. 

See why OneDesk is the best alternative to Zendesk

Evaluate OneDesk for yourself with our completely free 14-day trial. All the features are included in the free trial. Check out our Onboarding Guide to get started. Finally, reach out to us if you have any questions or book a demo to see OneDesk in action!

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