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

Pricing

 
Essentials
From $16
per user / per month
Essential
$5
/month
Support Desk
$50
/ agent / month billed annually
 
Professional
From $26
per user / per month
Team
$19
/month
Enterprise
$65
/ agent / month billed annually
 
Enterprise
From $40
per user / per month
Professional
$49
/month
Private Cloud
Custom
Contact Us for Pricing
 
Enterprise
$99
/month
 
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
TeamSupport
Support Desk
$50/ agent / month billed annually
Enterprise
$65/ agent / month billed annually
Private Cloud
CustomContact Us for Pricing
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.6
7.7
8.7
8.6
Ease of Use
Ease of Use
9.2
7.8
8.6
8.7
Ease of Setup
Ease of Setup
8.8
7.3
8.2
8.3
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
8.8
Ease of Doing Business With
Ease of Doing Business With
9.4
7.9
8.4
9.2
Product Direction (% positive)
Product Direction (% positive)
8.4
5.6
7.6
9.0
Meets Requirements
SnapEngage
8.6
Track-It!
7.7
Zendesk Support
8.7
TeamSupport
8.6
Ease of Use
SnapEngage
9.2
Track-It!
7.8
Zendesk Support
8.6
TeamSupport
8.7
Ease of Setup
SnapEngage
8.8
Track-It!
7.3
Zendesk Support
8.2
TeamSupport
8.3
Ease of Admin
SnapEngage
8.8
Track-It!
7.8
Zendesk Support
8.3
TeamSupport
8.7
Quality of Support
SnapEngage
9.1
Track-It!
7.7
Zendesk Support
8.3
TeamSupport
8.8
Ease of Doing Business With
SnapEngage
9.4
Track-It!
7.9
Zendesk Support
8.4
TeamSupport
9.2
Product Direction (% positive)
SnapEngage
8.4
Track-It!
5.6
Zendesk Support
7.6
TeamSupport
9.0

Features

Knowledge Share
Knowledge Base
SnapEngage
8.7
Track-It!
7.1
Zendesk Support
8.6
TeamSupport
8.3
Searchable Articles
SnapEngage
8.3
Track-It!
6.7
Zendesk Support
8.6
TeamSupport
8.3
Community Forums
SnapEngage
Not enough data available
Track-It!
Not enough data available
Zendesk Support
8.2
TeamSupport
8.0
Interactive FAQs & Forums
SnapEngage
Not enough data available
Track-It!
Not enough data available
Zendesk Support
8.3
TeamSupport
8.4
Interaction
Web Portals
SnapEngage
8.8
Track-It!
7.6
Zendesk Support
8.6
TeamSupport
8.7
Forum to Reponse
SnapEngage
8.6
Track-It!
6.9
Zendesk Support
8.5
TeamSupport
8.5
Tickets and Tagging
SnapEngage
8.7
Track-It!
8.5
Zendesk Support
8.9
TeamSupport
8.8
Live Chat
SnapEngage
9.8
Track-It!
6.9
Zendesk Support
8.6
TeamSupport
8.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
43.4%
12.0%
38.2%
40.4%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
47.3%
56.0%
44.9%
47.4%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
9.3%
32.0%
16.9%
12.2%
SnapEngage
Small-Business
43.4%
Mid-Market
47.3%
Enterprise
9.3%
Track-It!
Small-Business
12.0%
Mid-Market
56.0%
Enterprise
32.0%
Zendesk Support
Small-Business
38.2%
Mid-Market
44.9%
Enterprise
16.9%
TeamSupport
Small-Business
40.4%
Mid-Market
47.4%
Enterprise
12.2%

Reviewers' Industry

 
Information Technology and Services
14.0%
Information Technology and Services
14.5%
Computer Software
17.2%
Computer Software
27.8%
 
Computer Software
13.2%
Hospital & Health Care
7.9%
Information Technology and Services
14.6%
Information Technology and Services
21.0%
 
Financial Services
5.4%
Higher Education
7.9%
Internet
9.4%
Internet
4.8%
 
Insurance
4.7%
Utilities
5.3%
Marketing and Advertising
4.7%
Financial Services
4.4%
 
Telecommunications
3.9%
Law Practice
5.3%
Retail
3.8%
Hospitality
3.9%
 
Other
58.9%
Other
59.2%
Other
50.2%
Other
38.2%
SnapEngage
Information Technology and Services
14.0%
Computer Software
13.2%
Financial Services
5.4%
Insurance
4.7%
Telecommunications
3.9%
Other
58.9%
Track-It!
Information Technology and Services
14.5%
Hospital & Health Care
7.9%
Higher Education
7.9%
Utilities
5.3%
Law Practice
5.3%
Other
59.2%
Zendesk Support
Computer Software
17.2%
Information Technology and Services
14.6%
Internet
9.4%
Marketing and Advertising
4.7%
Retail
3.8%
Other
50.2%
TeamSupport
Computer Software
27.8%
Information Technology and Services
21.0%
Internet
4.8%
Financial Services
4.4%
Hospitality
3.9%
Other
38.2%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Stephen L.
Executive Sponsor in Medical Devices

My favorite part of of Snapengage is how fluid they make the proactive chat process. Since no click is needed to initiate a chat session we engage our customers more frequently. To provide a concrete example: I had tried two other live chat providers...

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...

Jessica H.
Administrator in Information Technology and Services

TeamSupport gives our team a way to organize our ticket types, create workflow, and tag commonly used knowledge articles to ensure our process is efficient and effective for supporting our clients. We can open our tickets in real-time, collaborate, and...

Most Helpful Critical Review
Most Helpful Critical Review
Aubree G.
User

the layout isn't always aesthetically pleasing

G2 User in Retail

The desktop client was prone to crashing, and all entered info on the current ticket would be lost.

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...

G2 User in Computer Software

When there is a small issue, it may take days/weeks/months before the actual fix is in place. For example, the ability to add and remove users from a Group in the Group screen does not work. It was suggested to do the same thing from the individual User...

 
SnapEngage
Most Helpful Favorable Review
Stephen L.
Executive Sponsor in Medical Devices

My favorite part of of Snapengage is how fluid they make the proactive chat process. Since no click is needed to initiate a chat session we engage our customers more frequently. To provide a concrete example: I had tried two other live chat providers...

Most Helpful Critical Review
Aubree G.
User

the layout isn't always aesthetically pleasing

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
G2 User in Retail

The desktop client was prone to crashing, and all entered info on the current ticket would be lost.

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...

TeamSupport
Most Helpful Favorable Review
Jessica H.
Administrator in Information Technology and Services

TeamSupport gives our team a way to organize our ticket types, create workflow, and tag commonly used knowledge articles to ensure our process is efficient and effective for supporting our clients. We can open our tickets in real-time, collaborate, and...

Most Helpful Critical Review
G2 User in Computer Software

When there is a small issue, it may take days/weeks/months before the actual fix is in place. For example, the ability to add and remove users from a Group in the Group screen does not work. It was suggested to do the same thing from the individual User...

Screenshots

 
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Videos

 No videos providedNo videos providedNo videos provided

TeamSupport: The Customer Support Solution Built for B2B Help Desks

SnapEngage
No videos provided
Track-It!
No videos provided
Zendesk Support
No videos provided
TeamSupport

TeamSupport: The Customer Support Solution Built for B2B Help Desks

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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