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: $9 per user, per month paid annually.
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 | $9 per agent per month paid annually | $19 - $215 per agent per month paid annually |
| Email Ticket Capture | included | included |
| Web Widget | included | included |
| Self-service customer portal | included | only in $79/agent plan |
| Mobile App for agents | included | included |
| Workflow Automation / Macros | included | included |
| Dashboards | included | included |
| Knowledge base | included | included |
| Attachments | included | 50MB max |
| Multiple ticket forms | included | only in $99/agent plan |
| Custom Views | included | included |
| Multiple Ticket Forms | included | only in $99/agent plan |
| Custom Fields | included | only in $59/agent plan |
| SLA Management | 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 | included |
| Single-Sign-On for users and customers | included | included |
| Support - Email and Chat | included | included |
| Conditional ticket fields | included | only in $99/agent plan |
| Skills-based routing | not available | only in $125/agent plan |
| Surveys | not available | only in $99/agent plan |
| Sandbox Environment | just ask - no charge | partial copy only in $125/agent plan |
| Scheduled Report Delivery | included | only in $125/agent plan |
| Custom Reports | included | additional $9/agent |
| Real-time Chat | included | only in $49/agent plan |
| Pre-Built Live Dashboard | included | only in $199/agent plan |
| Multiple Customer Portals | included | only one portal starting at $99/agent plan |
| Timesheets and Timers | included | need to install additional app |
| Automated Bot | included | only in $59/agent plan |
| Built-in Project Management | included | not available |
| Email Audit for incoming and outgoing | included - last 72 hours | only in $125/agent plan |
| 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) self-service customer portal and 2) live chat for your customers…
- With Zendesk 20 agents would cost you $1580 per month
- With OneDesk 20 agents would cost you $180 per month