Compare SnapEngage, Track-It!, Zendesk Support, and Freshdesk

Pricing

 
Essentials
From $16
per user / per month
Essential
$5
/month
Sprout
Free
for UNLIMITED agents
 
Professional
From $26
per user / per month
Team
$19
/month
Blossom
$19
/ agent / month billed annually
 
Enterprise
From $40
per user / per month
Professional
$49
/month
Garden
$35
/ agent / month billed annually
 
Enterprise
$99
/month
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial
Free Trial Unavailable
Free Trial
Free Trial
SnapEngage
Essentials
From $16per user / per month
Professional
From $26per user / per month
Enterprise
From $40per user / per month
Free Trial
Track-It!
Free Trial Unavailable
Zendesk Support
Essential
$5/month
Team
$19/month
Professional
$49/month
Enterprise
$99/month
Free Trial
Freshdesk
Sprout
Freefor UNLIMITED agents
Blossom
$19/ agent / month billed annually
Garden
$35/ agent / month billed annually
Estate
$49/ agent / month billed annually
Forest
$89/ agent / month billed annually
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.6
7.7
8.7
8.5
Ease of Use
Ease of Use
9.2
7.8
8.6
8.8
Ease of Setup
Ease of Setup
8.8
7.3
8.2
8.6
Ease of Admin
Ease of Admin
8.8
7.8
8.3
8.7
Quality of Support
Quality of Support
9.1
7.7
8.3
8.9
Ease of Doing Business With
Ease of Doing Business With
9.4
7.9
8.4
8.9
Product Direction (% positive)
Product Direction (% positive)
8.4
5.6
7.6
8.7
Meets Requirements
SnapEngage
8.6
Track-It!
7.7
Zendesk Support
8.7
Freshdesk
8.5
Ease of Use
SnapEngage
9.2
Track-It!
7.8
Zendesk Support
8.6
Freshdesk
8.8
Ease of Setup
SnapEngage
8.8
Track-It!
7.3
Zendesk Support
8.2
Freshdesk
8.6
Ease of Admin
SnapEngage
8.8
Track-It!
7.8
Zendesk Support
8.3
Freshdesk
8.7
Quality of Support
SnapEngage
9.1
Track-It!
7.7
Zendesk Support
8.3
Freshdesk
8.9
Ease of Doing Business With
SnapEngage
9.4
Track-It!
7.9
Zendesk Support
8.4
Freshdesk
8.9
Product Direction (% positive)
SnapEngage
8.4
Track-It!
5.6
Zendesk Support
7.6
Freshdesk
8.7

Features

Knowledge Share
Knowledge Base
SnapEngage
8.7
Track-It!
7.1
Zendesk Support
8.6
Freshdesk
8.8
Searchable Articles
SnapEngage
8.3
Track-It!
6.7
Zendesk Support
8.6
Freshdesk
8.6
Community Forums
SnapEngage
Not enough data available
Track-It!
Not enough data available
Zendesk Support
8.3
Freshdesk
8.5
Interactive FAQs & Forums
SnapEngage
Not enough data available
Track-It!
Not enough data available
Zendesk Support
8.3
Freshdesk
8.5
Interaction
Web Portals
SnapEngage
8.8
Track-It!
7.6
Zendesk Support
8.6
Freshdesk
7.2
Forum to Reponse
SnapEngage
8.6
Track-It!
6.9
Zendesk Support
8.5
Freshdesk
8.5
Tickets and Tagging
SnapEngage
8.7
Track-It!
8.5
Zendesk Support
8.9
Freshdesk
8.8
Live Chat
SnapEngage
9.8
Track-It!
6.9
Zendesk Support
8.6
Freshdesk
8.8

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
42.2%
12.0%
38.3%
52.5%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
48.4%
56.0%
44.9%
36.6%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
9.4%
32.0%
16.8%
10.9%
SnapEngage
Small-Business
42.2%
Mid-Market
48.4%
Enterprise
9.4%
Track-It!
Small-Business
12.0%
Mid-Market
56.0%
Enterprise
32.0%
Zendesk Support
Small-Business
38.3%
Mid-Market
44.9%
Enterprise
16.8%
Freshdesk
Small-Business
52.5%
Mid-Market
36.6%
Enterprise
10.9%

Reviewers' Industry

 
Information Technology and Services
14.3%
Information Technology and Services
13.5%
Computer Software
17.5%
Information Technology and Services
20.4%
 
Computer Software
14.3%
Hospital & Health Care
9.4%
Information Technology and Services
15.2%
Computer Software
13.9%
 
Financial Services
5.2%
Higher Education
7.3%
Internet
9.9%
Internet
5.8%
 
Telecommunications
4.5%
Utilities
5.2%
Marketing and Advertising
4.7%
Education Management
3.7%
 
Insurance
4.5%
Law Practice
5.2%
Retail
3.5%
E-Learning
3.4%
 
Other
57.1%
Other
59.4%
Other
49.2%
Other
52.8%
SnapEngage
Information Technology and Services
14.3%
Computer Software
14.3%
Financial Services
5.2%
Telecommunications
4.5%
Insurance
4.5%
Other
57.1%
Track-It!
Information Technology and Services
13.5%
Hospital & Health Care
9.4%
Higher Education
7.3%
Utilities
5.2%
Law Practice
5.2%
Other
59.4%
Zendesk Support
Computer Software
17.5%
Information Technology and Services
15.2%
Internet
9.9%
Marketing and Advertising
4.7%
Retail
3.5%
Other
49.2%
Freshdesk
Information Technology and Services
20.4%
Computer Software
13.9%
Internet
5.8%
Education Management
3.7%
E-Learning
3.4%
Other
52.8%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Kristen F.
Administrator in Information Technology and Services

We worked with LivePerson for about three years, but had become disappointed with their reporting features once they switch to a new online platform. SnapEngage was a refreshing change. The chat box is very sleek and the ability to match it to our brand was...

G2 User in Law Practice

Has everything I need - Help Desk module for calls, Library for loaner equipment, Solutions DB. Tech Support is very helpful, too.

Abbey S.
Administrator in Education Management

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...

Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
Most Helpful Critical Review
G2 User

Visually it's not the cleanest interface. Setting up the creative is more difficult.

Sam B.
User in Government Relations

Everything from pulling reports and adding information is hard to do. The interface is hard to navigate and the connection the SQL database is tenuous at best.

Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

 
SnapEngage
Most Helpful Favorable Review
Kristen F.
Administrator in Information Technology and Services

We worked with LivePerson for about three years, but had become disappointed with their reporting features once they switch to a new online platform. SnapEngage was a refreshing change. The chat box is very sleek and the ability to match it to our brand was...

Most Helpful Critical Review
G2 User

Visually it's not the cleanest interface. Setting up the creative is more difficult.

Track-It!
Most Helpful Favorable Review
G2 User in Law Practice

Has everything I need - Help Desk module for calls, Library for loaner equipment, Solutions DB. Tech Support is very helpful, too.

Most Helpful Critical Review
Sam B.
User in Government Relations

Everything from pulling reports and adding information is hard to do. The interface is hard to navigate and the connection the SQL database is tenuous at best.

Zendesk Support
Most Helpful Favorable Review
Abbey S.
Administrator in Education Management

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
Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

Freshdesk
Most Helpful Favorable Review
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

Screenshots

 
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Videos

 No videos providedNo videos providedNo videos provided
SnapEngage
No videos provided
Track-It!
No videos provided
Zendesk Support
No videos provided
Freshdesk

Downloads

 No downloads providedNo downloads providedNo downloads provided
SnapEngage
No downloads provided
Track-It!
No downloads provided
Zendesk Support
No downloads provided
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