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- Rocket.Chat-vs-Zendesk Support Suite
Compare Rocket.Chat and Zendesk Support Suite 
At a Glance
Market Segments
Rocket.Chat
Mid-Market (50.5% of reviews)
Zendesk Support Suite
Mid-Market (45.5% of reviews)
Entry-Level Pricing
Rocket.Chat
Free With One-Time PurchaseZendesk Support Suite
$19.00 1 user per month billed annuallyFeatured Products
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Gleen AI
(34)
Customer Service Automation
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Cobrowse.io
(15)
Genesys AppFoundry Marketplace
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Shared Inbox
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Rocket.Chat vs Zendesk Support Suite
- Users report that Zendesk Support Suite excels in its ticket creation user experience, scoring an impressive 8.8, while Rocket.Chat's ticketing system received a slightly lower score of 9.0, indicating a more robust overall ticketing functionality.
- Reviewers mention that Zendesk's response automation feature is rated at 8.4, which helps streamline customer interactions, whereas Rocket.Chat's automation capabilities are noted to be less comprehensive, leading to a more manual process for some users.
- G2 users highlight that Zendesk Support Suite offers superior SLA management with a score of 8.1, ensuring timely responses to customer inquiries, while Rocket.Chat lacks a dedicated SLA management feature, which can impact service delivery.
- Users on G2 appreciate Zendesk's extensive reporting and analytics capabilities, scoring 8.3, which provide valuable insights into customer interactions, while Rocket.Chat's reporting features are seen as less detailed, making it harder for teams to analyze performance effectively.
- Reviewers mention that Zendesk's quality of support is rated at 8.4, indicating a strong support system, while Rocket.Chat's support quality is slightly lower at 8.0, suggesting that users may experience longer response times or less comprehensive assistance.
- Users say that Zendesk's integrations score an impressive 8.4, allowing seamless connectivity with various third-party applications, while Rocket.Chat's integration capabilities, rated at 8.2, may not offer the same level of flexibility and options for users looking to enhance their workflows.
Pricing
Entry-Level Pricing
Rocket.Chat
Starter
Free
With One-Time Purchase
Everything small teams need to collaborate securely
- Up to 25 users
- Up to 100 monthly active contacts (Omnichannel)
- ALL PREMIUM CAPABILITIES, INCLUDING:
Zendesk Support Suite
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
Rocket.Chat
Free Trial is available
Zendesk Support Suite
Free Trial is available
Ratings
Meets Requirements
8.6
272
8.6
4,736
Ease of Use
8.7
279
8.6
4,772
Ease of Setup
8.2
124
7.9
2,845
Ease of Admin
8.3
118
8.2
2,889
Quality of Support
8.0
228
8.4
4,427
Has the product been a good partner in doing business?
8.2
106
8.4
2,813
Product Direction (% positive)
8.4
269
7.9
4,389
Features by Category
Ticket and Case Management
Not enough data
8.8
2232
|
Verified
Not enough data
8.7
2248
|
Verified
Not enough data
8.5
2173
|
Verified
Not enough data
8.4
2020
|
Verified
Not enough data
8.1
1608
|
Verified
Not enough data
8.4
2087
|
Verified
Not enough data
8.6
2075
|
Verified
Not enough data
8.2
1540
|
Verified
Generative AI
Not enough data
7.3
111
Not enough data
7.2
114
Communication Channels
Not enough data
8.4
1749
|
Verified
Not enough data
8.8
1995
|
Verified
Not enough data
8.4
1414
|
Verified
Not enough data
8.0
1119
|
Verified
Not enough data
8.1
1006
|
Verified
Platform
Not enough data
7.6
1091
|
Verified
8.0
107
|
Verified
8.0
1447
|
Verified
Not enough data
8.2
1660
|
Verified
Not enough data
8.1
1451
|
Verified
Not enough data
7.8
2050
|
Verified
Not enough data
7.9
2119
|
Verified
Administration
Not enough data
8.4
191
|
Verified
Not enough data
7.9
172
|
Verified
Not enough data
8.3
219
|
Verified
Service Desk
Not enough data
9.0
247
|
Verified
Not enough data
8.7
223
|
Verified
Not enough data
8.6
211
|
Verified
Management
Not enough data
8.3
184
|
Verified
Not enough data
8.4
185
|
Verified
Not enough data
8.3
174
|
Verified
Not enough data
8.0
134
|
Verified
Not enough data
8.3
127
Functionality
Not enough data
9.0
199
|
Verified
Not enough data
8.5
163
Not enough data
8.4
171
|
Verified
Not enough data
8.6
181
|
Verified
Business Instant Messaging
8.6
161
Not enough data
8.1
172
Not enough data
8.0
162
Not enough data
Business Instant Messaging
7.8
104
Not enough data
7.6
99
Not enough data
Business Instant Messaging
7.8
147
Not enough data
9.0
167
Not enough data
8.5
119
Not enough data
Generative AI - Business Instant Messaging
Not enough data
Not enough data
AI - Business Instant Messaging
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
8.1
557
Not enough data
8.0
538
Not enough data
8.2
599
Knowledge Management
Not enough data
8.6
742
Not enough data
8.3
593
Not enough data
7.9
645
Compliance
Not enough data
8.3
522
Not enough data
8.2
484
Not enough data
8.2
487
Not enough data
8.0
461
Customer Support
Not enough data
8.0
607
Not enough data
7.8
583
Not enough data
7.8
419
Data Security
Not enough data
8.1
429
Not enough data
8.1
430
Not enough data
8.3
520
Not enough data
8.5
467
Administration
Not enough data
8.2
616
Not enough data
8.3
727
Not enough data
8.6
730
Generative AI
Not enough data
Feature Not Available
Platform
9.4
8
Not enough data
9.8
8
Not enough data
6.9
6
Not enough data
8.1
7
Not enough data
9.5
7
Not enough data
10.0
7
Not enough data
7.6
7
Not enough data
9.3
7
Not enough data
Usability
Not enough data
8.2
587
Not enough data
8.3
583
Not enough data
8.3
555
Reporting
Not enough data
8.2
513
Not enough data
7.9
487
Not enough data
8.1
567
Generative AI
Not enough data
7.3
107
Not enough data
7.1
106
Collaboration Tools
8.5
23
|
Verified
Not enough data
8.3
15
Not enough data
8.5
11
Not enough data
9.1
16
|
Verified
Not enough data
8.9
11
|
Verified
Not enough data
Meeting Coordination
9.1
17
Not enough data
8.6
15
|
Verified
Not enough data
8.7
20
|
Verified
Not enough data
9.0
14
Not enough data
Software Type
8.0
21
|
Verified
Not enough data
9.3
15
|
Verified
Not enough data
8.9
19
|
Verified
Not enough data
Functionality
8.9
58
Not enough data
8.7
52
Not enough data
9.2
62
Not enough data
Support
8.7
56
Not enough data
8.7
59
Not enough data
8.7
52
Not enough data
Responses
Not enough data
8.2
32
Not enough data
8.7
39
Not enough data
8.5
40
Automation - 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
Platform
Not enough data
8.5
41
Not enough data
8.7
39
Not enough data
8.7
35
Autonomy - 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
Generative AI
Not enough data
8.1
6
Not enough data
8.9
6
Responses
Not enough data
8.1
394
Not enough data
8.1
391
Not enough data
8.3
377
Not enough data
8.1
375
Not enough data
8.1
283
Platform
Not enough data
8.6
396
Not enough data
8.2
394
Not enough data
8.2
389
Not enough data
8.2
390
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
383
Generative AI
Not enough data
8.3
42
Not enough data
7.9
41
Conversational Platform
Not enough data
8.1
763
Not enough data
8.2
619
Not enough data
8.1
588
Not enough data
8.1
657
Support Automation
Not enough data
8.1
622
Not enough data
8.2
666
Not enough data
8.4
619
Not enough data
8.0
697
Generative AI
Not enough data
7.6
115
Not enough data
7.6
115
Messaging Channels
Not enough data
7.5
61
Not enough data
9.0
151
Not enough data
8.3
74
Not enough data
8.4
81
Administration
Not enough data
8.1
87
Not enough data
8.8
135
Not enough data
8.2
91
Not enough data
8.4
124
Customer Support
Not enough data
8.3
10
Not enough data
6.7
5
Not enough data
8.5
10
Automation
Not enough data
8.2
10
Not enough data
8.8
10
Not enough data
8.3
11
Artificial Intelligence
Not enough data
8.8
11
Not enough data
8.6
12
Not enough data
8.6
12
Generative AI
Feature Not Available
Feature Not Available
Feature Not Available
7.7
60
Feature Not Available
Feature Not Available
Communication
8.7
106
|
Verified
8.6
772
|
Verified
8.3
120
|
Verified
8.4
790
|
Verified
8.1
77
|
Verified
8.1
549
8.5
107
|
Verified
8.4
569
|
Verified
8.7
47
8.0
352
Internal Use
8.0
107
|
Verified
8.0
1447
|
Verified
8.7
92
|
Verified
8.5
685
|
Verified
8.1
79
|
Verified
8.1
487
8.4
77
|
Verified
8.4
731
8.7
100
|
Verified
8.6
658
|
Verified
8.7
81
|
Verified
8.2
685
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
Not enough data
8.5
1403
Not enough data
8.5
1341
Not enough data
8.0
933
Not enough data
7.7
555
Not enough data
7.9
687
Self-Service Platform
Not enough data
8.2
736
Not enough data
8.2
752
Not enough data
7.6
572
Not enough data
8.1
716
Generative AI
Not enough data
6.7(won by default)
35
Not enough data
6.7(won by default)
36
Process
Not enough data
8.4(won by default)
518
Not enough data
9.1(won by default)
694
Not enough data
8.8(won by default)
643
Channels
Not enough data
9.0(won by default)
694
Not enough data
8.3(won by default)
539
Not enough data
8.7(won by default)
518
Not enough data
8.2(won by default)
441
Not enough data
8.3(won by default)
378
Insight
Not enough data
8.2(won by default)
494
Not enough data
8.3(won by default)
605
Not enough data
8.4(won by default)
518
Not enough data
8.7(won by default)
625
Generative AI
Not enough data
7.5
46
Not enough data
7.3
45
Extensions
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
Categories
Categories
Shared Categories
Rocket.Chat and Zendesk Support Suite are categorized as Live Chat
Unique Categories
Rocket.Chat is categorized as Business Instant Messaging, HIPAA Compliant Messaging, Communication Platform as a Service, Video Conferencing, and UCaaS Platforms
Zendesk Support Suite is categorized as Digital Customer Service Platforms, Genesys AppFoundry Marketplace, Shared Inbox, Conversational Support, Complaint Management, Contact Center Knowledge Base, IT Service Management (ITSM) Tools, Chatbots, Google Workspace for Sales, Google Workspace Communication Tools, Social Customer Service, Help Desk, Customer Self-Service, Proactive Notification, AI Agents, and Customer Service Automation
Reviews
Reviewers' Company Size
Rocket.Chat
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk Support Suite
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
Information Technology and Services
22.9%
Computer Software
14.4%
Hospital & Health Care
4.4%
Marketing and Advertising
3.8%
Education Management
3.4%
Other
51.1%
Computer Software
14.1%
Information Technology and Services
12.5%
Financial Services
5.8%
Retail
4.9%
Consumer Services
4.5%
Other
58.3%
Most Helpful Reviews
Rocket.Chat
Most Helpful Favorable Review
Albert S.
Verified User in Biotechnology
Unlike Slack, Rocket.Chat allows us to use our own servers. This is great to prevent data breaches and data being stored in the cloud somewhere.
Most Helpful Critical Review
Serhii N.
Verified User
UX\UI is bad, Skype or Slack is much better, but some basic functionality doesn't exist. Look slike beta version
Zendesk Support Suite
Most Helpful Favorable Review
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Most Helpful Critical Review
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Albert S.
Verified User in Biotechnology
Unlike Slack, Rocket.Chat allows us to use our own servers. This is great to prevent data breaches and data being stored in the cloud somewhere.
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Serhii N.
Verified User
UX\UI is bad, Skype or Slack is much better, but some basic functionality doesn't exist. Look slike beta version
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Discussions
Is is possible to customize the REST Api of Rocket Chat?
2 comments
W
If you mean building Rocket Chat Apps then have a look on the forums, these can be put up on the Rocket Chat...Read more
Can I use this for personal use, similar to Whatsapp or Telegram?
2 comments
AA
No. Not really.Read more
Rocket chat had the voice message option but it was removed. Could it be reinstated or I will have to ask my company because it might be a case it was restricted by them?
2 comments
JB
YES it could be reinstated , you will have to ask your company because it might be a case it was restricted and band from public comments.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
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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