Zendesk vs osTicket

Overview

Zendesk

Stacks8.4K

Followers5.0K

Votes354

osTicket

Stacks47

Followers59

Votes0

GitHub Stars3.6K

Forks1.8K

Zendesk vs osTicket: What are the differences?

Introduction Zendesk and osTicket are two popular helpdesk ticketing systems used by businesses to manage customer inquiries and support tickets. While both platforms offer similar functionalities, there are key differences that set them apart from each other.

Pricing Model: Zendesk offers a tiered pricing model, where different features and levels of support are allocated to various pricing plans. On the other hand, osTicket is an open-source platform that is completely free to use, which makes it a more cost-effective option for small businesses or those on a tight budget.
Customization and Integration: Zendesk provides a wide range of customization options, allowing businesses to tailor the platform to their specific needs. Additionally, Zendesk offers a large number of integrations with other popular tools and platforms, making it easier to streamline workflows. In contrast, osTicket has more limited customization options and a smaller selection of integrations, which may be a limitation for businesses requiring extensive customization or integration capabilities.
User Interface and User Experience: Zendesk boasts a sleek and modern user interface, providing a visually appealing and intuitive experience for users. The platform is designed with a focus on user experience, offering a clean layout and easy navigation. On the other hand, osTicket has a simpler user interface that may be less visually appealing compared to Zendesk. While it still provides a functional user experience, it may not be as visually appealing or intuitive for users accustomed to more modern designs.
Support and Documentation: Zendesk offers comprehensive customer support and documentation resources, including phone, email, and chat support options, as well as an extensive knowledge base and community forums. This ensures that businesses using Zendesk can easily access help and find solutions to their queries. In contrast, osTicket mainly relies on community forums and documentation for support, which may be less accessible or comprehensive compared to Zendesk's support options.
Multi-Channel Support: Zendesk provides robust multi-channel support, allowing businesses to manage customer inquiries and support tickets across various channels such as email, chat, social media, and phone. This enables businesses to provide seamless and consistent support experiences across different communication channels. osTicket, on the other hand, primarily focuses on email ticketing, which may be limiting for businesses requiring multi-channel support or those with a significant presence on social media platforms.
Reporting and Analytics: Zendesk offers advanced reporting and analytics capabilities, allowing businesses to track and analyze key metrics related to their support operations, customer satisfaction, and agent performance. The platform provides pre-built reports and customizable dashboards, making it easy to gain insights and make data-driven decisions. In contrast, osTicket has more limited reporting and analytics features, which may be a drawback for businesses requiring in-depth analytics or advanced reporting capabilities.

In summary, Zendesk and osTicket have significant differences in pricing, customization, user interface, support options, multi-channel capabilities, and reporting and analytics. These factors can play a crucial role in the selection of a helpdesk ticketing system based on the specific needs and preferences of a business.

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Detailed Comparison

Zendesk	osTicket
Zendesk provides an integrated on-demand helpdesk - customer support portal solution based on the latest Web 2.0 technologies and design philosophies.	It seamlessly routes inquiries created via email, web-forms and phone calls into a simple, easy-to-use, multi-user, web-based customer support platform.
Offer your customers a quick path to the answers they need with knowledge base and community features.;Zendesk takes customer communication from anywhere—your website, email, phone, Twitter, Facebook, and chat—and turns it into a ticket.;Zendesk simplifies your support team's workflow with custom automatic actions, meaningful organization, and streamlined systems for managing support content.;Customer Profiles- endesk provides your support team with a holistic view of your customers and their support issues. When working on a ticket, they will have instant access to unified customer information, be able to search the agent knowledge base, and pull relevant data from other areas of your business.;Have private discussions within your organization, collaborate internally with other departments, or call on the expertise of external business partners—all in one threaded dialogue.;Mobile- Zendesk offers native mobile apps for iPad, iPhone, Android, Windows Phone, Blackberry, and Kindle Fire. Your support team has full agent capabilities on their device and can receive push notifications.;Analytics- Measure your customers' satisfaction and the performance of your support team—and create custom reports with data and insights for your business.;	Custom Fields; Rich text or HTML email; Ticket Filters; Rules to route incoming tickets; Configurable help topic; Agent Collision Avoidance; Assign and Transfer tickets.
Statistics
GitHub Stars -	GitHub Stars 3.6K
GitHub Forks -	GitHub Forks 1.8K
Stacks 8.4K	Stacks 47
Followers 5.0K	Followers 59
Votes 354	Votes 0
Pros & Cons
Pros 135 Centralizes our customer support 73 Many integrations 60 Easy to setup 26 Simple 26 Cheap	No community feedback yet
Integrations
LiveChat Harvest Box Salesforce Sales Cloud BugHerd Woopra Mailchimp Olark Formstack Podio	Shopify Google Drive Zapier Dropbox Google Sheets

What are some alternatives to Zendesk, osTicket?

UserVoice

UserVoice creates simple customer engagement tools that help companies understand and interact with their customers more positively and build customer relationships that last.

Help Scout

With best in-class-reporting, an integrated knowledge base, 50+ integrations and a robust API, Help Scout lets your team focus on what really matters: your customers.

Kayako

Kayako a customer service platform that helps businesses connect with their customers and deliver a better customer support experience over the web, email, live chat and phone. Kayako is available in the cloud and on-premise.

Desk.com

Desk.com lets you see all your customers in one place and engage them across all your support channels (Twitter, Facebook, phone, email, chat and discussion boards) in one easy-to-use desktop. Be there for your customers — anytime, anywhere.

Groove

Build better customer experiences with Groove

FreshDesk

Freshdesk is an on demand customer support software that works across multiple support channels.

Zammad

It is a web based open source helpdesk/customer support system with many features to manage customer communication via several channels like telephone, facebook, twitter, chat and e-mails.

Vision Helpdesk

It is an all-in-one Help Desk platform for businesses of all sizes. In addition to its basic help desk capabilities, it offers ITSM Service Desk Software & Live Chat Software.

Jitbit Helpdesk

Jitbit is a ticketing system for customer service teams, offered both as a "SaaS" cloud hosted solution, and an "on-premise" version that you can install on your own server. Has everything you'd expect from a help desk software, but lowest possible price.

Gorgias

It builds a multi-channel helpdesk integrated with e-commerce merchants' back-office. It allows merchants to manage all their support from one place. It connects all business apps and all communication channels to provide support agents a unified view of their customers.

Related Comparisons

Zendesk vs osTicket: What are the differences?

Pricing Model: Zendesk offers a tiered pricing model, where different features and levels of support are allocated to various pricing plans. On the other hand, osTicket is an open-source platform that is completely free to use, which makes it a more cost-effective option for small businesses or those on a tight budget.
Customization and Integration: Zendesk provides a wide range of customization options, allowing businesses to tailor the platform to their specific needs. Additionally, Zendesk offers a large number of integrations with other popular tools and platforms, making it easier to streamline workflows. In contrast, osTicket has more limited customization options and a smaller selection of integrations, which may be a limitation for businesses requiring extensive customization or integration capabilities.
User Interface and User Experience: Zendesk boasts a sleek and modern user interface, providing a visually appealing and intuitive experience for users. The platform is designed with a focus on user experience, offering a clean layout and easy navigation. On the other hand, osTicket has a simpler user interface that may be less visually appealing compared to Zendesk. While it still provides a functional user experience, it may not be as visually appealing or intuitive for users accustomed to more modern designs.
Support and Documentation: Zendesk offers comprehensive customer support and documentation resources, including phone, email, and chat support options, as well as an extensive knowledge base and community forums. This ensures that businesses using Zendesk can easily access help and find solutions to their queries. In contrast, osTicket mainly relies on community forums and documentation for support, which may be less accessible or comprehensive compared to Zendesk's support options.
Multi-Channel Support: Zendesk provides robust multi-channel support, allowing businesses to manage customer inquiries and support tickets across various channels such as email, chat, social media, and phone. This enables businesses to provide seamless and consistent support experiences across different communication channels. osTicket, on the other hand, primarily focuses on email ticketing, which may be limiting for businesses requiring multi-channel support or those with a significant presence on social media platforms.
Reporting and Analytics: Zendesk offers advanced reporting and analytics capabilities, allowing businesses to track and analyze key metrics related to their support operations, customer satisfaction, and agent performance. The platform provides pre-built reports and customizable dashboards, making it easy to gain insights and make data-driven decisions. In contrast, osTicket has more limited reporting and analytics features, which may be a drawback for businesses requiring in-depth analytics or advanced reporting capabilities.

Zendesk vs osTicket

Overview