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Compare Thena and Zendesk for Customer Service 
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At a Glance
Market Segments
Small-Business (58.5% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
Free 10 Users
$19.00 1 user per month billed annually
Thena
Star Rating
(65)4.9 out of 5
Market Segments
Small-Business (58.5% of reviews)
Pros & Cons
Entry-Level Pricing
Free 10 Users
Browse all 3 pricing plansZendesk for Customer Service
Star Rating
(6,662)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 excels in its multi-channel coverage, scoring 9.7, which allows businesses to engage customers through various platforms seamlessly. In contrast, Thena, while strong, scores slightly lower at 9.2, indicating a less comprehensive approach to multi-channel support.
- Reviewers mention that Thena shines in its ticket creation user experience, achieving a score of 9.8, which is significantly higher than Zendesk's 8.8. This suggests that Thena offers a more intuitive and user-friendly interface for creating support tickets.
- G2 users highlight the superior quality of support provided by Thena, with a remarkable score of 9.9 compared to Zendesk's 8.4. This indicates that users feel more supported and satisfied with Thena's customer service and assistance.
- Users on G2 report that Zendesk Support Suite has a robust ticket response user experience, scoring 8.7, but Thena outperforms it with a perfect score of 9.8. This suggests that Thena may provide faster and more efficient responses to customer inquiries.
- Reviewers mention that Thena's ease of setup is exceptional, scoring 9.7, while Zendesk's score of 7.9 indicates a more complex onboarding process. This could be a deciding factor for businesses looking for a quick and straightforward implementation.
- Users say that while both platforms offer automation features, Thena's response automation is rated at 9.5, compared to Zendesk's 8.4. This suggests that Thena may provide more advanced automation capabilities, enhancing efficiency in handling customer queries.
Pricing
Entry-Level Pricing
Thena
Free
Free
10 Users
Set up end-to-end customer support.
- Tickets
- Team boards
- Custom statuses
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
Thena
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
9.4
60
8.6
5,118
Ease of Use
9.6
60
8.6
5,162
Ease of Setup
9.6
36
8.0
3,186
Ease of Admin
9.6
33
8.2
3,073
Quality of Support
9.7
60
8.4
4,796
Has the product been a good partner in doing business?
9.9
32
8.4
2,999
Product Direction (% positive)
9.8
61
8.0
4,771
Features by Category
Ticket and Case Management
9.8
34
8.8
2552
|
Verified
9.9
34
8.7
2567
|
Verified
9.5
35
8.5
2492
|
Verified
9.4
29
8.4
2337
|
Verified
9.5
38
8.2
1921
|
Verified
9.3
27
8.4
2398
|
Verified
9.7
33
8.6
2386
|
Verified
9.3
19
8.3
1853
|
Verified
Generative AI
8.4
15
7.6
384
8.8
20
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
9.3
38
8.5
2060
|
Verified
9.4
30
8.8
2310
|
Verified
9.6
31
8.4
1724
|
Verified
Feature Not Available
8.0
1428
|
Verified
Feature Not Available
8.0
1313
|
Verified
Platform
8.4
19
7.8
1387
|
Verified
9.1
30
8.0
1777
|
Verified
9.5
35
8.3
1947
|
Verified
9.5
37
8.2
1739
|
Verified
9.3
40
7.9
2339
|
Verified
9.2
37
8.0
2407
|
Verified
Channels
9.7
16
Not enough data
9.5
13
Not enough data
Feature Not Available
Not enough data
Design
10.0
12
Not enough data
9.5
11
Not enough data
9.3
14
Not enough data
9.8
11
Not enough data
10.0
10
Not enough data
Generative AI
8.8
10
Not enough data
8.8
10
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
Conversational Platform
9.4
14
8.1
859
9.2
13
8.3
716
9.5
13
8.2
684
9.5
14
8.2
749
Support Automation
9.2
13
8.2
714
9.7
12
8.3
757
9.4
13
8.4
711
8.6
12
8.1
788
Generative AI
8.6
11
7.8
204
8.9
12
7.8
203
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
101
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Digital Employee Experience (DEX) ManagementHide 12 FeaturesShow 12 Features
Not enough data
Not enough data
Experience
Not enough data
Not enough data
Not enough data
Not enough data
Management
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
Performance
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
Not enough data
8.1
82
Not enough data
7.6
77
Not enough data
8.1
84
Automation
Not enough data
8.1
83
Not enough data
8.2
83
Not enough data
8.1
84
Artificial Intelligence
Not enough data
7.8
83
Not enough data
7.7
82
Not enough data
7.7
84
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
207
Not enough data
Feature Not Available
Communication
Not enough data
8.6
950
|
Verified
Not enough data
8.5
964
|
Verified
Not enough data
8.1
720
Not enough data
8.5
737
|
Verified
Not enough data
8.0
520
Internal Use
9.1
30
8.0
1777
|
Verified
Not enough data
8.5
849
|
Verified
Not enough data
8.1
650
Not enough data
8.5
898
Not enough data
8.6
824
|
Verified
Not enough data
8.3
848
|
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
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
Categories
Categories
Shared Categories
Thena and Zendesk for Customer Service are categorized as Help Desk, Proactive Notification, and Conversational Support
Unique Categories
Thena is categorized as Digital Employee Experience (DEX) Management and Customer Communications Management
Zendesk for Customer Service is categorized as Workforce Management, Conversational Commerce Platforms, Live Chat, Chatbots, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, Complaint Management, Customer Self-Service, Customer Service Automation, Digital Customer Service Platforms, and Social Customer Service
Reviews
Reviewers' Company Size
Thena
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
Computer Software
64.6%
Information Technology and Services
18.5%
Research
3.1%
Marketing and Advertising
3.1%
Legal Services
3.1%
Other
7.7%
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
Thena has no 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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