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At a Glance
Market Segments
Small-Business (69.8% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
Contact Us
$19.00 1 user per month billed annually
Textline
Star Rating
(365)4.7 out of 5
Market Segments
Small-Business (69.8% of reviews)
Pros & Cons
Entry-Level Pricing
Contact Us
Browse all 3 pricing plansZendesk for Customer Service
Star Rating
(6,659)4.3 out of 5
Market Segments
Mid-Market (45.7% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zendesk Support Suite offers robust integrations with various platforms, scoring 8.4, while Textline, with a score of 7.8, has fewer integration options, which may limit its versatility for some businesses.
- Reviewers mention that Textline excels in SMS messaging, achieving a high score of 9.4, making it a preferred choice for businesses focused on text communication, whereas Zendesk Support Suite scores only 7.6 in this area.
- G2 users highlight that Textline's ease of use is a significant advantage, scoring 9.3 compared to Zendesk's 8.5, indicating that Textline may be more user-friendly for teams without extensive technical expertise.
- Users on G2 report that Textline's quality of support is exceptional, with a score of 9.4, while Zendesk Support Suite, at 8.4, may not provide the same level of responsiveness and assistance.
- Reviewers mention that Textline's proactive engagement features, scoring 9.0, allow for better customer interaction, while Zendesk's score of 8.1 suggests it may not be as effective in initiating customer conversations.
- Users say that Zendesk Support Suite's conversation archiving feature, scoring 8.4, is beneficial for tracking customer interactions, but Textline's higher score of 9.2 indicates a more efficient and user-friendly approach to managing conversation history.
Pricing
Entry-Level Pricing
Textline
Essentials
Contact Us
The Essentials plan gets you everything the team needs to start texting efficiently.
- 600 Included Message Credits per month
- Multiple departments
- Multiple phone numbers
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
Textline
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
9.2
332
8.6
5,116
Ease of Use
9.3
344
8.6
5,160
Ease of Setup
9.2
299
8.0
3,184
Ease of Admin
9.1
185
8.2
3,073
Quality of Support
9.4
327
8.4
4,794
Has the product been a good partner in doing business?
9.3
185
8.4
2,999
Product Direction (% positive)
9.1
338
8.0
4,770
Features by Category
Email Marketing
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Online Marketing
Feature Not Available
Not enough data
8.5
26
Not enough data
Feature Not Available
Not enough data
8.7
26
Not enough data
Feature Not Available
Not enough data
Lead Management
Feature Not Available
Not enough data
Feature Not Available
Not enough data
7.9
26
Not enough data
Feature Not Available
Not enough data
7.9
25
Not enough data
Feature Not Available
Not enough data
7.8
25
Not enough data
7.7
26
Not enough data
Campaign Management
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Social
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Reporting & Analytics
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Platform
8.6
32
Not enough data
8.2
31
Not enough data
9.4
32
Not enough data
Feature Not Available
Not enough data
7.2
32
Not enough data
8.4
31
Not enough data
7.4
31
Not enough data
Agentic AI - Marketing Automation
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
Integration
8.2
32
Not enough data
7.1
32
Not enough data
7.7
33
Not enough data
Ticket and Case Management
Not enough data
8.8
2550
|
Verified
Not enough data
8.7
2565
|
Verified
Not enough data
8.5
2492
|
Verified
Not enough data
8.4
2337
|
Verified
Not enough data
8.2
1921
|
Verified
Not enough data
8.4
2398
|
Verified
Not enough data
8.6
2386
|
Verified
Not enough data
8.3
1853
|
Verified
Generative AI
Not enough data
7.6
384
Not enough data
7.6
385
Agentic AI - Help Desk
Not enough data
7.8
245
Not enough data
7.9
245
Not enough data
8.0
246
Communication Channels
Not enough data
8.5
2060
|
Verified
Not enough data
8.8
2309
|
Verified
Not enough data
8.4
1724
|
Verified
Not enough data
8.0
1428
|
Verified
Not enough data
8.0
1313
|
Verified
Platform
Not enough data
7.8
1387
|
Verified
Feature Not Available
8.0
1777
|
Verified
Not enough data
8.3
1947
|
Verified
Not enough data
8.2
1739
|
Verified
Not enough data
7.9
2339
|
Verified
Not enough data
8.0
2407
|
Verified
Messenger
Feature Not Available
Not enough data
Feature Not Available
Not enough data
9.1
68
Not enough data
Feature Not Available
Not enough data
Channels
6.7
64
Not enough data
7.2
64
Not enough data
9.2
66
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Customers
8.3
64
Not enough data
8.3
63
Not enough data
7.7
61
Not enough data
7.7
61
Not enough data
Feature Not Available
Not enough data
Agentic AI - Conversational Marketing
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
9.3
43
Not enough data
9.0
43
Not enough data
Feature Not Available
Not enough data
9.2
41
Not enough data
9.3
41
Not enough data
9.3
42
Not enough data
Feature Not Available
Not enough data
9.2
42
Not enough data
Text Messaging
9.2
79
Not enough data
9.4
84
Not enough data
9.2
79
Not enough data
9.2
80
Not enough data
7.8
73
Not enough data
8.6
72
Not enough data
9.0
79
Not enough data
8.7
75
Not enough data
SMS Platform
8.0
72
Not enough data
9.0
73
Not enough data
Feature Not Available
Not enough data
8.1
68
Not enough data
7.3
66
Not enough data
8.0
71
Not enough data
Agentic AI - SMS Marketing
8.9
14
Not enough data
8.8
14
Not enough data
9.0
14
Not enough data
9.0
14
Not enough data
8.5
14
Not enough data
9.2
14
Not enough data
Usability
Not enough data
8.3
667
Not enough data
8.3
663
Not enough data
8.4
632
Reporting
Not enough data
8.3
590
Not enough data
7.9
563
Not enough data
8.2
644
Generative AI
Not enough data
7.3
179
Not enough data
7.2
178
Responses
Not enough data
8.3
63
Not enough data
8.6
68
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.6
26
Not enough data
7.8
26
Not enough data
7.7
26
Not enough data
7.7
26
Not enough data
7.9
26
Platform
Not enough data
8.3
68
Not enough data
8.3
66
Not enough data
8.4
63
Autonomy - AI Agents
Not enough data
7.9
25
Not enough data
7.6
26
Not enough data
7.5
26
Not enough data
7.6
26
Generative AI
Not enough data
7.8
32
Not enough data
8.2
31
Responses
Not enough data
8.1
468
Not enough data
8.1
465
Not enough data
8.3
449
Not enough data
8.1
448
Not enough data
8.2
356
Platform
Not enough data
8.6
471
Not enough data
8.3
468
Not enough data
8.3
463
Not enough data
8.2
464
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.2
113
Not enough data
8.2
112
Survey Management
7.7
18
Not enough data
8.1
18
Not enough data
7.5
17
Not enough data
8.6
17
Not enough data
Survey Customization
7.8
17
Not enough data
Feature Not Available
Not enough data
7.4
17
Not enough data
7.4
16
Not enough data
Survey Insights
7.7
16
Not enough data
7.2
16
Not enough data
7.5
16
Not enough data
8.6
16
Not enough data
Agentic AI - Survey
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Platform
8.7
173
8.1
859
8.5
166
8.3
716
8.4
166
8.2
684
9.0
170
8.2
749
Support Automation
8.5
167
8.2
714
8.6
167
8.3
757
8.7
167
8.4
711
8.4
170
8.1
788
Generative AI
7.1
80
7.8
204
6.8
79
7.8
203
Messaging Channels
9.4
67
7.6
78
Feature Not Available
9.1
171
Feature Not Available
8.3
94
9.1
65
8.5
101
Administration
8.6
64
8.2
108
8.2
64
8.9
156
7.4
63
8.3
111
7.8
63
8.4
144
Customer Support
9.6
65
8.1
82
Feature Not Available
7.6
77
Feature Not Available
8.1
84
Automation
Feature Not Available
8.1
83
Feature Not Available
8.2
83
8.2
63
8.1
84
Artificial Intelligence
Feature Not Available
7.8
83
Feature Not Available
7.7
82
Feature Not Available
7.7
84
Generative AI
Feature Not Available
Feature Not Available
Feature Not Available
7.9
207
Feature Not Available
Feature Not Available
Communication
8.1
62
8.6
950
|
Verified
9.0
62
8.5
964
|
Verified
Feature Not Available
8.1
720
Feature Not Available
8.5
737
|
Verified
Feature Not Available
8.0
520
Internal Use
Feature Not Available
8.0
1777
|
Verified
9.1
63
8.5
849
|
Verified
8.5
63
8.1
650
Feature Not Available
8.5
898
9.1
62
8.6
824
|
Verified
8.9
63
8.3
847
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
Not enough data
8.5
1499
Not enough data
8.5
1436
Not enough data
8.0
1024
Not enough data
7.7
648
Not enough data
8.0
780
Self-Service Platform
Not enough data
8.2
828
Not enough data
8.2
841
Not enough data
7.7
658
Not enough data
8.2
806
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
64
Not enough data
8.7
63
Not enough data
8.6
61
Not enough data
8.2
63
Not enough data
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)
564
Not enough data
9.1(won by default)
741
Not enough data
8.9(won by default)
689
Channels
Not enough data
9.0(won by default)
740
Not enough data
8.4(won by default)
586
Not enough data
8.7(won by default)
563
Not enough data
8.2(won by default)
485
Not enough data
8.3(won by default)
421
Insight
Not enough data
8.2(won by default)
539
Not enough data
8.3(won by default)
648
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
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
Analysis
Feature Not Available
Not enough data
8.6
30
Not enough data
Feature Not Available
Not enough data
8.0
29
Not enough data
Campaigns
Feature Not Available
Not enough data
9.0
29
Not enough data
9.3
30
Not enough data
9.6
30
Not enough data
Feature Not Available
Not enough data
7.9
29
Not enough data
Engagement
7.1
27
Not enough data
Platform
8.0
28
Not enough data
Feature Not Available
Not enough data
8.0
29
Not enough data
Agentic AI - Mobile Marketing
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
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.4
70
Not enough data
8.2
71
Not enough data
8.3
71
Not enough data
8.3
69
Not enough data
8.3
70
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
70
Not enough data
8.4
70
Not enough data
8.4
70
Not enough data
8.5
70
Automation
Not enough data
8.6
70
Not enough data
8.6
71
Not enough data
8.0
70
Autonomy
Not enough data
8.2
70
Not enough data
8.4
69
Not enough data
8.4
70
Not enough data
8.3
71
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
8
Not enough data
9.2
8
Not enough data
9.5
7
Not enough data
9.8
8
Not enough data
9.0
8
Not enough data
8.7
5
Not enough data
9.2
8
Not enough data
8.5
8
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
Features
Feature Not Available
Not enough data
8.5
56
Not enough data
9.3
56
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.5
54
Not enough data
Categories
Categories
Shared Categories
Textline and Zendesk for Customer Service are categorized as Conversational Support, Proactive Notification, Customer Service Automation, and Live Chat
Unique Categories
Textline is categorized as SMS Marketing, HIPAA Compliant Messaging, Conversational Marketing, Mobile Marketing, Marketing Automation, Survey, and Appointment Reminder
Zendesk for Customer Service is categorized as Workforce Management, Conversational Commerce Platforms, Help Desk, Chatbots, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, Complaint Management, Customer Self-Service, Digital Customer Service Platforms, and Social Customer Service
Reviews
Reviewers' Company Size
Textline
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
Hospital & Health Care
6.7%
Health, Wellness and Fitness
6.7%
Consumer Services
5.9%
Insurance
5.6%
Transportation/Trucking/Railroad
4.5%
Other
70.7%
Computer Software
14.1%
Information Technology and Services
12.8%
Financial Services
5.8%
Retail
4.8%
Consumer Services
4.4%
Other
58.1%
Alternatives
Discussions
Is Textline good?
2 Comments
LS
Textline is a great alternative for customer support without compromising your personal phone number Read more
Textline has no more discussions with answers
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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