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At a Glance
Market Segments
Mid-Market (45.7% of reviews)
Small-Business (56.8% of reviews)
Entry-Level Pricing
$19.00 1 user per month billed annually
No pricing available
Zendesk 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 plansosTicket
Star Rating
(44)4.4 out of 5
Market Segments
Small-Business (56.8% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
No pricing available
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zendesk Support Suite excels in its ticketing system, achieving a score of 9.0, which reviewers mention provides a seamless experience for managing customer inquiries. In contrast, osTicket's ticketing system, while functional, scores lower at 8.4, indicating it may not be as robust in handling high volumes of tickets efficiently.
- Reviewers mention that Zendesk's quality of support is notably higher, with a score of 8.4 compared to osTicket's 6.9. Users on G2 appreciate the responsiveness and helpfulness of Zendesk's support team, which can be crucial for businesses needing quick resolutions to issues.
- G2 users highlight the superior reporting capabilities of Zendesk Support Suite, scoring 8.3, which allows for detailed analytics and performance tracking. In contrast, osTicket's reporting features, scoring 7.2, are seen as less comprehensive, potentially limiting insights into customer service performance.
- Users say that the integration capabilities of Zendesk, scoring 8.4, are extensive and allow for seamless connections with various third-party applications, enhancing workflow efficiency. On the other hand, osTicket's integration score of 6.8 suggests that it may not offer the same level of flexibility or options for users looking to connect with other tools.
- Reviewers mention that Zendesk's automation features, particularly in intelligent routing and self-serve support, score 8.1 and 8.0 respectively, which significantly enhance user experience by reducing response times. Users on G2 report that osTicket's automation features, while present, do not match the effectiveness of Zendesk's offerings.
- Users report that the knowledge base functionality in Zendesk, scoring 8.6, is highly praised for its user-friendly interface and comprehensive content, making it easier for customers to find answers. In contrast, osTicket's knowledge base, scoring 8.4, is functional but may not provide the same level of depth or ease of use as Zendesk's solution.
Pricing
Entry-Level Pricing
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
osTicket
No pricing availableFree Trial
Zendesk for Customer Service
Free Trial is available
osTicket
No trial information availableRatings
Meets Requirements
8.6
5,118
8.8
41
Ease of Use
8.6
5,162
8.2
41
Ease of Setup
8.0
3,186
8.0
29
Ease of Admin
8.2
3,073
8.3
29
Quality of Support
8.4
4,796
6.9
27
Has the product been a good partner in doing business?
8.4
2,999
8.4
24
Product Direction (% positive)
8.0
4,771
8.8
39
Features by Category
Ticket and Case Management
8.8
2552
|
Verified
8.6
32
|
Verified
8.7
2567
|
Verified
8.7
32
|
Verified
8.5
2492
|
Verified
8.0
31
|
Verified
8.4
2337
|
Verified
8.4
29
|
Verified
8.2
1921
|
Verified
8.0
24
8.4
2398
|
Verified
7.7
30
8.6
2386
|
Verified
8.3
31
|
Verified
8.3
1853
|
Verified
7.3
17
Generative AI
7.6
384
Not enough data
7.6
385
Not enough data
Agentic AI - Help Desk
7.8
245
Not enough data
7.9
245
Not enough data
8.0
246
Not enough data
Communication Channels
8.5
2060
|
Verified
8.1
24
|
Verified
8.8
2310
|
Verified
9.0
27
8.4
1724
|
Verified
5.3
10
|
Verified
8.0
1428
|
Verified
5.3
10
8.0
1313
|
Verified
4.0
7
Platform
7.8
1387
|
Verified
5.4
16
8.0
1777
|
Verified
7.1
23
|
Verified
8.3
1947
|
Verified
8.8
25
|
Verified
8.2
1739
|
Verified
6.8
13
|
Verified
7.9
2339
|
Verified
7.2
26
|
Verified
8.0
2407
|
Verified
7.8
27
|
Verified
Usability
8.3
667
Not enough data
8.3
663
Not enough data
8.4
632
Not enough data
Reporting
8.3
590
Not enough data
7.9
563
Not enough data
8.2
644
Not enough data
Generative AI
7.3
179
Not enough data
7.2
178
Not enough data
Responses
8.3
63
Not enough data
8.6
68
Not enough data
8.2
68
Not enough data
Automation - AI Agents
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
Not enough data
Platform
8.3
68
Not enough data
8.3
66
Not enough data
8.4
63
Not enough data
Autonomy - AI Agents
7.9
25
Not enough data
7.6
26
Not enough data
7.5
26
Not enough data
7.6
26
Not enough data
Generative AI
7.8
32
Not enough data
8.2
31
Not enough data
Responses
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
Not enough data
Platform
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
Not enough data
Generative AI
8.2
113
Not enough data
8.2
112
Not enough data
Conversational Platform
8.1
859
Not enough data
8.3
716
Not enough data
8.2
684
Not enough data
8.2
749
Not enough data
Support Automation
8.2
714
Not enough data
8.3
757
Not enough data
8.4
711
Not enough data
8.1
788
Not enough data
Generative AI
7.8
204
Not enough data
7.8
203
Not enough data
Messaging Channels
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
101
Not enough data
Administration
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Not enough data
Customer Support
8.1
82
Not enough data
7.6
77
Not enough data
8.1
84
Not enough data
Automation
8.1
83
Not enough data
8.2
83
Not enough data
8.1
84
Not enough data
Artificial Intelligence
7.8
83
Not enough data
7.7
82
Not enough data
7.7
84
Not enough data
Generative AI
Feature Not Available
Not enough data
7.9
207
Not enough data
Feature Not Available
Not enough data
Communication
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
Not enough data
Internal Use
8.0
1777
|
Verified
7.1
23
|
Verified
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
Not enough data
Generative AI
Feature Not Available
Not enough data
Self-Service Experience
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
Not enough data
Self-Service Platform
8.2
828
Not enough data
8.2
841
Not enough data
7.7
658
Not enough data
8.2
806
Not enough data
Agentic AI - Customer Self-Service
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
Not enough data
Generative AI
7.4(won by default)
77
Not enough data
7.5(won by default)
78
Not enough data
Process
8.4(won by default)
564
Not enough data
9.1(won by default)
741
Not enough data
8.9(won by default)
689
Not enough data
Channels
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
Not enough data
Insight
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
Not enough data
Generative AI
7.8
67
Not enough data
7.7
66
Not enough data
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
Agentic AI - AWS Marketplace
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
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
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
70
Not enough data
8.4
70
Not enough data
8.4
70
Not enough data
8.5
70
Not enough data
Automation
8.6
70
Not enough data
8.6
71
Not enough data
8.0
70
Not enough data
Autonomy
8.2
70
Not enough data
8.4
69
Not enough data
8.4
70
Not enough data
8.3
71
Not enough data
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
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
Not enough data
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
Zendesk for Customer Service and osTicket are categorized as Help Desk
Unique Categories
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, Conversational Support, Complaint Management, Customer Self-Service, Customer Service Automation, Digital Customer Service Platforms, Social Customer Service, and Proactive Notification
osTicket is categorized as AWS Marketplace
Reviews
Reviewers' Company Size
Zendesk for Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
osTicket
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
14.1%
Information Technology and Services
12.8%
Financial Services
5.8%
Retail
4.8%
Consumer Services
4.4%
Other
58.1%
Information Technology and Services
22.7%
Education Management
13.6%
Computer Software
11.4%
Telecommunications
4.5%
Retail
4.5%
Other
43.2%
Discussions
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
What is ticket support system?
1 Comment
NO
TicketSupport is OSTicket’s Software as a Service. Where as, OSTicket is typically self-hosted. Read more
osTicket has no more discussions with answers
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