Compare SnapEngage, Track-It!, Zendesk Support, and Zoho Desk

Pricing

 
Essentials
From $16
per user / per month
Essential
$5
/month
FREE
$0
/agent/month
 
Professional
From $26
per user / per month
Team
$19
/month
PROFESSIONAL
$12
/agent/month
 
Enterprise
From $40
per user / per month
Professional
$49
/month
ENTERPRISE
$25
/agent/month
 
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
Zoho Desk
FREE
$0/agent/month
PROFESSIONAL
$12/agent/month
ENTERPRISE
$25/agent/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.6
7.7
8.7
8.7
Ease of Use
Ease of Use
9.2
7.8
8.6
8.5
Ease of Setup
Ease of Setup
8.8
7.3
8.2
8.1
Ease of Admin
Ease of Admin
8.8
7.8
8.3
8.4
Quality of Support
Quality of Support
9.1
7.7
8.3
8.2
Ease of Doing Business With
Ease of Doing Business With
9.4
7.9
8.4
8.5
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
Zoho Desk
8.7
Ease of Use
SnapEngage
9.2
Track-It!
7.8
Zendesk Support
8.6
Zoho Desk
8.5
Ease of Setup
SnapEngage
8.8
Track-It!
7.3
Zendesk Support
8.2
Zoho Desk
8.1
Ease of Admin
SnapEngage
8.8
Track-It!
7.8
Zendesk Support
8.3
Zoho Desk
8.4
Quality of Support
SnapEngage
9.1
Track-It!
7.7
Zendesk Support
8.3
Zoho Desk
8.2
Ease of Doing Business With
SnapEngage
9.4
Track-It!
7.9
Zendesk Support
8.4
Zoho Desk
8.5
Product Direction (% positive)
SnapEngage
8.4
Track-It!
5.6
Zendesk Support
7.6
Zoho Desk
8.7

Features

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

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
42.2%
12.0%
38.3%
70.5%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
48.4%
56.0%
44.9%
23.9%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
9.4%
32.0%
16.8%
5.6%
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%
Zoho Desk
Small-Business
70.5%
Mid-Market
23.9%
Enterprise
5.6%

Reviewers' Industry

 
Information Technology and Services
14.3%
Information Technology and Services
13.5%
Computer Software
17.5%
Information Technology and Services
23.4%
 
Computer Software
14.3%
Hospital & Health Care
9.4%
Information Technology and Services
15.2%
Computer Software
10.5%
 
Financial Services
5.2%
Higher Education
7.3%
Internet
9.9%
Telecommunications
3.9%
 
Telecommunications
4.5%
Utilities
5.2%
Marketing and Advertising
4.7%
Internet
3.9%
 
Insurance
4.5%
Law Practice
5.2%
Retail
3.5%
Marketing and Advertising
3.8%
 
Other
57.1%
Other
59.4%
Other
49.2%
Other
54.5%
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%
Zoho Desk
Information Technology and Services
23.4%
Computer Software
10.5%
Telecommunications
3.9%
Internet
3.9%
Marketing and Advertising
3.8%
Other
54.5%

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...

Garret A.
User in Information Technology and Services

The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! The...

Most Helpful Critical Review
Most Helpful Critical Review
G2 User

That there isn't yet a way to have the customers to receive the chat transcript themselves. This was promised when we first joined and still hasn't been done. This is a fundamental necessity for a chat system. I don't like that there isn't a way for a...

G2 User in Consumer Goods

I find it to be very slow and unresponsive at times. I feel there should be additional features for the online portal. Such as better assistance for self-help and solutions area. Also would like to see a better inventory tracking feature that works more...

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

I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...

 
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

That there isn't yet a way to have the customers to receive the chat transcript themselves. This was promised when we first joined and still hasn't been done. This is a fundamental necessity for a chat system. I don't like that there isn't a way for a...

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 Consumer Goods

I find it to be very slow and unresponsive at times. I feel there should be additional features for the online portal. Such as better assistance for self-help and solutions area. Also would like to see a better inventory tracking feature that works more...

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...

Zoho Desk
Most Helpful Favorable Review
Garret A.
User in Information Technology and Services

The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! The...

Most Helpful Critical Review
G2 User in Computer Software

I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...

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
Zoho Desk

Downloads

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