Compare Document360 and Zendesk for Customer Service
At a Glance
Market Segments
Mid-Market (47.8% of reviews)
Mid-Market (45.6% of reviews)
Entry-Level Pricing
Contact Us 5 Team Accounts (billed annually)
$19.00 1 user per month billed annually
Document360
Star Rating
(511)4.7 out of 5
Market Segments
Mid-Market (47.8% of reviews)
Pros & Cons
Entry-Level Pricing
Contact Us 5 Team Accounts (billed annually)
Free Trial is available
Browse all 3 pricing plans
Zendesk for Customer Service
Star Rating
(6,838)4.3 out of 5
Market Segments
Mid-Market (45.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plans
Summary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zendesk for Customer Service excels in providing a streamlined experience for managing customer queries, with users highlighting its minimalist and visually appealing interface. This design helps users respond faster and more efficiently, enhancing overall customer satisfaction.
- Users say Document360 stands out for its feature-rich platform and intuitive authoring capabilities. Reviewers appreciate the powerful search functionality and versioning features, which significantly improve the efficiency of creating and organizing documentation.
- According to verified reviews, Zendesk for Customer Service has a strong reputation for quick implementation, with many users praising its centralized platform that consolidates various customer interactions, making it easier to manage support tickets and emails.
- Reviewers mention that Document360's user-friendly interface and robust article editor make it a breeze to update documentation. Users particularly value the version control and rollback functionality, which allows for seamless management of content changes.
- G2 reviewers highlight that while Zendesk for Customer Service has a higher overall satisfaction score, Document360 receives praise for its quality of support and ease of use, with users noting that the platform's AI features help streamline their workflows effectively.
- Users report that Zendesk for Customer Service's generative AI service is a favorite among teams, as it assists in crafting multi-level responses based on customer inquiries, showcasing its adaptability in customer service scenarios.
Pricing
Entry-Level Pricing
Document360
Professional
Contact Us
5 Team Accounts (billed annually)
Built for growing teams to scale documentation efficiently.
- Internal & External Knowledge Base
- Custom Web Address
- Import from Word
Zendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Document360
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
9.1
353
8.6
5,201
Ease of Use
9.3
356
8.6
5,312
Ease of Setup
9.1
241
8.0
3,265
Ease of Admin
9.1
213
8.2
3,133
Quality of Support
9.5
340
8.4
4,938
Has the product been a good partner in doing business?
9.4
210
8.4
3,057
Product Direction (% positive)
9.4
318
8.0
4,852
Features by Category
Ticket and Case Management
Not enough data
8.8
2586
|
Verified
Not enough data
8.7
2619
|
Verified
Not enough data
8.5
2547
|
Verified
Not enough data
8.4
2374
|
Verified
Not enough data
8.2
1934
|
Verified
Not enough data
8.4
2409
|
Verified
Not enough data
8.6
2412
|
Verified
Not enough data
8.3
1868
|
Verified
Generative AI
Not enough data
7.6
388
Not enough data
7.6
386
Agentic AI - Help Desk
Not enough data
7.8
246
Not enough data
7.9
244
Not enough data
8.0
246
Communication Channels
Not enough data
8.5
2069
|
Verified
Not enough data
8.8
2339
|
Verified
Not enough data
8.4
1752
|
Verified
Not enough data
8.0
1436
|
Verified
Not enough data
8.0
1329
|
Verified
Platform
Not enough data
7.7
1391
|
Verified
Not enough data
8.0
1781
|
Verified
Not enough data
8.3
1957
|
Verified
Not enough data
8.2
1768
|
Verified
Not enough data
7.9
2371
|
Verified
Not enough data
8.0
2420
|
Verified
Administration
9.3
80
Not enough data
9.1
77
Not enough data
Feature Not Available
Not enough data
Knowledge Management
9.5
94
Not enough data
9.2
88
Not enough data
9.0
87
Not enough data
Compliance
9.1
83
Not enough data
9.2
79
Not enough data
9.3
74
Not enough data
9.2
71
Not enough data
Customer Support
9.2
83
Not enough data
8.9
81
Not enough data
8.9
76
Not enough data
Data Security
9.0
66
Not enough data
9.2
72
Not enough data
9.4
84
Not enough data
9.3
75
Not enough data
Administration
8.9
77
Not enough data
9.3
95
Not enough data
9.3
95
Not enough data
Generative AI
8.3
31
Not enough data
Usability
Not enough data
8.3
664
Not enough data
8.3
661
Not enough data
8.4
634
Reporting
Not enough data
8.3
587
Not enough data
7.9
562
Not enough data
8.2
643
Generative AI
Not enough data
7.3
176
Not enough data
7.2
175
Knowledge Pages
8.5
175
Not enough data
8.6
170
Not enough data
8.9
183
Not enough data
8.4
149
Not enough data
7.8
120
Not enough data
8.8
147
Not enough data
Knowledge Dissemination
8.7
176
Not enough data
9.1
179
Not enough data
9.2
179
Not enough data
8.8
176
Not enough data
8.5
144
Not enough data
7.9
116
Not enough data
9.0
148
Not enough data
8.2
126
Not enough data
8.2
124
Not enough data
Agentic AI - Knowledge Base
8.1
24
Not enough data
8.3
24
Not enough data
8.2
24
Not enough data
Responses
Not enough data
8.2
62
Not enough data
8.6
69
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.4
25
Not enough data
7.7
25
Not enough data
7.5
25
Not enough data
7.5
25
Not enough data
7.8
25
Platform
Not enough data
8.2
67
Not enough data
8.2
65
Not enough data
8.4
62
Autonomy - AI Agents
Not enough data
7.8
24
Not enough data
7.4
25
Not enough data
7.4
26
Not enough data
7.5
26
Generative AI
Not enough data
7.6
31
Not enough data
8.1
30
Responses
Not enough data
8.1
466
Not enough data
8.1
464
Not enough data
8.3
446
Not enough data
8.1
445
Not enough data
8.1
354
Platform
Not enough data
8.6
470
Not enough data
8.3
469
Not enough data
8.3
462
Not enough data
8.2
465
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.1
111
Not enough data
8.2
110
Conversational Platform
Not enough data
8.1
861
Not enough data
8.3
716
Not enough data
8.2
682
Not enough data
8.2
748
Support Automation
Not enough data
8.1
712
Not enough data
8.3
757
Not enough data
8.4
716
Not enough data
8.1
787
Generative AI
Not enough data
7.8
203
Not enough data
7.8
202
Messaging Channels
Not enough data
7.6
77
Not enough data
9.0
170
Not enough data
8.3
93
Not enough data
8.5
101
Administration
Not enough data
8.2
107
Not enough data
8.9
155
Not enough data
8.2
110
Not enough data
8.4
143
Customer Support
Not enough data
8.1
84
Not enough data
7.5
76
Not enough data
8.1
85
Automation
Not enough data
8.1
85
Not enough data
8.2
83
Not enough data
8.0
82
Artificial Intelligence
Not enough data
7.8
81
Not enough data
7.6
80
Not enough data
7.7
84
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
206
Not enough data
Feature Not Available
Communication
Not enough data
8.6
949
|
Verified
Not enough data
8.5
964
|
Verified
Not enough data
8.1
719
Not enough data
8.5
736
|
Verified
Not enough data
8.0
520
Internal Use
Not enough data
8.0
1781
|
Verified
Not enough data
8.5
847
|
Verified
Not enough data
8.1
649
Not enough data
8.5
897
Not enough data
8.6
826
|
Verified
Not enough data
8.3
847
|
Verified
Generative AI
8.4
48
Feature Not Available
Self-Service Experience
9.4
127
8.5
1512
9.4
125
8.5
1441
Feature Not Available
8.0
1024
8.7
73
7.7
647
8.8
80
8.0
779
Self-Service Platform
9.2
82
8.2
829
8.4
74
8.2
846
8.4
68
7.7
665
8.6
72
8.2
813
Agentic AI - Customer Self-Service
8.5
10
8.3
63
8.5
10
8.3
63
7.7
10
8.2
65
8.5
10
8.7
63
8.5
10
8.6
61
8.2
10
8.2
63
8.6
11
8.1
63
Generative AI
Not enough data
7.4(won by default)
77
Not enough data
7.5(won by default)
78
Process
Not enough data
8.4(won by default)
563
Not enough data
9.1(won by default)
743
Not enough data
8.8(won by default)
692
Channels
Not enough data
9.0(won by default)
742
Not enough data
8.4(won by default)
586
Not enough data
8.7(won by default)
565
Not enough data
8.2(won by default)
486
Not enough data
8.3(won by default)
421
Insight
Not enough data
8.1(won by default)
539
Not enough data
8.3(won by default)
647
Not enough data
8.5(won by default)
562
Not enough data
8.7(won by default)
666
Generative AI
Not enough data
7.8
67
Not enough data
7.7
66
Management and Discovery - IT Documentation
8.5
21
Not enough data
8.4
20
Not enough data
9.0
21
Not enough data
Operations - IT Documentation
8.8
20
Not enough data
8.2
20
Not enough data
8.2
19
Not enough data
Conversational AI - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Knowledge Base
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Content
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.4
71
Not enough data
8.1
70
Not enough data
8.2
69
Not enough data
8.3
69
Not enough data
8.2
68
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
69
Not enough data
8.4
70
Not enough data
8.3
70
Not enough data
8.5
69
Automation
Not enough data
8.7
72
Not enough data
8.6
70
Not enough data
7.9
68
Autonomy
Not enough data
8.1
68
Not enough data
8.4
67
Not enough data
8.3
69
Not enough data
8.3
70
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
9.4
11
Not enough data
9.0
12
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
9.0
7
Not enough data
9.2
8
Not enough data
8.7
10
Workforce Management Platform Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Document360 and Zendesk for Customer Service are categorized as Customer Self-Service
Unique Categories
Document360 is categorized as Knowledge Base, IT Documentation, Help Authoring Tool (HAT), and Contact Center Knowledge Base
Zendesk for Customer Service is categorized as AI Customer Support Agents, AI Agents For Business Operations, Help Desk, Customer Service Automation, Conversational Support, Workforce Management, Live Chat, Chatbots, Complaint Management, Conversational Commerce Platforms, Digital Customer Service Platforms, Social Customer Service, Proactive Notification, and Shared Inbox
Reviews
Reviewers' Company Size
Document360
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
21.4%
Information Technology and Services
15.7%
Financial Services
5.2%
Computer & Network Security
4.9%
Marketing and Advertising
4.1%
Other
48.7%
Computer Software
14.2%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
4.9%
Consumer Services
4.4%
Other
57.9%
Alternatives
Discussions
What is Document360 used for?
1 Comment
AB
For creating Internal or external (customer-facing) documentation.Read more
What exciting feature are you going to include in next release.
1 Comment
CD
I have been using Document360 for the purpose of documenting various navigations tools etc that the end user to the company software can refer to at any...Read more
Are there any No-code ways to do advanced personalisation.
1 Comment
SK
You don't need to use any custom CSS or JavaScript to build your online knowledge base using Document360. It's designed in a way, the editors can simply...Read more
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
JC
There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. Read more
How is Zendesk Support Suite transforming the customer service experience in various industries?
6 Comments
OE
I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven...Read more
