Home > Help Desk Software > Zendesk > Zendesk vs Incident IQ

Zendesk vs Incident IQ

Last Updated: November 18th, 2024

Our analysts compared Zendesk vs Incident IQ based on data from our 400+ point analysis of Help Desk Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots

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Product Basics

Zendesk For Service is a scalable platform offering streamlined customer and sales support. Agents can resolve problems efficiently, and track and prioritize support tickets. Omnichannel support allows users to centralize customer interactions across phone, chat, email and more. Its built-in intelligent routing reduces resolution time by automating ticketing queues and ensuring an appropriate customer-to-agent fit.

Customizable, shareable and pre-built dashboards help users gain actionable insights through real-time data. Teams can leverage the integrated knowledge base management tools to empower customers to resolve issues by themselves. AI-powered bots optimize engagement by providing 24/7 support, answering FAQs, collecting information, delivering chat transcripts and auto-filling ticket fields. Its other offerings include a self-service portal, reporting and analytics, an IT service desk and more.

To explore other popular solutions offered by Zendesk, visit our Zendesk company page.

Pros

Easy to use
Scalable
Multi-channel
Integrations
Customization

Cons

Costly
Limited reporting
Learning curve
Collaboration limitations
Integrations limitations

Incident IQ is a help desk software that centralizes and automates support processes for businesses. It's ideal for organizations looking to streamline their IT support, customer service, and employee self-service. The software offers a range of features including ticketing, knowledge base management, automation, reporting, and analytics. Incident IQ is known for its intuitive interface, customization options, and ability to integrate with other business systems.

Benefits of Incident IQ include improved efficiency through automation, enhanced collaboration, increased customer satisfaction, and actionable insights from analytics. Its pricing is based on the number of agents and starts at $49 per agent per month, billed annually.

Compared to similar products, Incident IQ is praised for its user-friendliness, flexibility, and robust feature set. Users appreciate its ability to adapt to their specific needs and workflows. Incident IQ's customer support is also highly rated for its responsiveness and helpfulness.

$55/User, Monthly

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$49/Agent, Monthly

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Tailored to your specific needs

Small

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Large

Small

Medium

Large

Windows

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Android

Chromebook

Windows

Mac

Linux

Android

Chromebook

Cloud

On-Premise

Mobile

Cloud

On-Premise

Mobile

Product Assistance

Documentation

In Person

Live Online

Videos

Webinars

Documentation

In Person

Live Online

Videos

Webinars

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Product Insights

Unified Workspace: Get a coherent workspace experience with a digital contextual interface. Get benefits when agents work in shifts. Pass around tickets and work orders get passed around within the team.
Omnichannel Support: Bridge support and service teams with customers across multiple modules. Get omnichannel support embedded in the product’s context-preserving workspace. Continue conversations with customers regardless of the channel and resolve issues without losing context.
Better Support From Anywhere: Offer 24/7 support with AI-powered chatbots that help customers answer common queries without agent intervention.
Enhanced Agent Productivity: Route tickets according to agent availability, capacity, priority and skill to ensure better resolution times. Rank agents based on performance and gamify work to further encourage productivity
Better Reporting: Custom dashboards enable better data visualization and performance tracking. Track a range of different KPIs through custom and pre-built reports. Schedule automated reports at regular intervals to keep track of KPIs.
Improved Security and Compliance: Encrypt communication data between customers and support agents using industry best practices. GDPR compliance, HTTPS security and Transport Layer Security (TLS) keep private data secure.
Streamlined Workflows: Leverage AI to automate and enhance operations through tools like AI-based ticket routing, ticket sentiment analysis and automated response suggestions.

Streamlined Communication: Centralize all incident and request data into a single, easy-to-access platform, ensuring seamless communication between teams and efficient issue resolution.
Enhanced Collaboration: Foster teamwork by enabling real-time collaboration, knowledge sharing, and assignment of tasks, empowering teams to resolve issues swiftly and effectively.
Improved Productivity: Automate routine tasks, such as ticket routing and escalation, freeing up valuable time for technicians to focus on complex problem-solving and proactive service delivery.
Increased Customer Satisfaction: Provide personalized support experiences by tracking customer interactions, prioritizing high-impact issues, and offering self-service options, leading to increased customer loyalty and reduced churn.
Optimized Resource Allocation: Gain visibility into team workload and resource utilization, allowing managers to allocate resources strategically, prevent bottlenecks, and ensure efficient operations.
Data-Driven Insights: Generate comprehensive reports and analytics that provide actionable insights into incident trends, performance metrics, and customer feedback, empowering informed decision-making.
Improved Incident Response Time: Leverage automated alerts, customizable escalation rules, and knowledge base integration to reduce response times, minimize downtime, and restore services promptly.
Reduced IT Costs: Streamline IT operations, reduce the need for manual processes, and optimize resource allocation, resulting in significant cost savings for the organization.
Enhanced Security: Protect sensitive data with robust security measures, including role-based access controls, encryption, and compliance with industry standards, ensuring data integrity and regulatory adherence.
Continuous Improvement: Access ongoing support, product updates, and access to a community of experts, enabling organizations to continuously enhance their service delivery and stay ahead of the curve.

Ticketing System: Offer high-quality customer support across various channels with pre-built dashboards, automation, customer ticket fields and dynamic forms. Avoid misplacing tickets, produce faster resolution and boost the bandwidth via robust tools such as CSAT ratings, routing, service-level agreements and time tracking.
Omnichannel Support: Offer quick and seamless customer support through multiple channels including email, phone, chat, customized chatbots, a website, WhatsApp, messaging, Facebook and Twitter to ensure faster resolutions
Messaging and Live Chat: Engage in long-term, personalized conversations with customers to deliver instant support without any repetitions. Help customers get instant answers via bots and integrated programs with the ability to turn to a live agent whenever needed.
Help Center: Give customers access to knowledge base articles and automated suggestion pop-ups to enable a streamlined and efficient self-service. Convert essential issues in the community into resolvable tickets and update reusable content from help centers and articles through content blocks.
Voice Support: Deliver instant support to customers with a cloud-based voice solution, plug into 90+ telephone providers. Extend voice capabilities with services including redaction, quality assurance and advanced call transcriptions.
Community Forums: Create a platform for customers to collaborate, provide feedback, review the product, and answer other user’s questions. Help them reach out for the most relevant services.
Reporting and Analytics: Analyze how customers use websites, products, services and various support channels. Determine ways to improve the experience by getting instant access to insights and identifying problem areas via customizable, pre-built dashboards.
Knowledge Base: Help customers get to know the services and products better by creating easy-to-read articles with rich formatting and translations to 40+ languages for a localized customer experience.

Intuitive User Interface: An easy-to-navigate interface simplifies ticket management and reduces training time.
Centralized Ticketing System: Streamlines incident tracking by consolidating tickets from multiple channels into a single, organized view.
Automated Workflows: Automates routine tasks such as ticket assignment, escalation, and notifications, improving efficiency.
SLA Management: Ensures compliance with service level agreements by monitoring response and resolution times.
Knowledge Base: Provides a centralized repository for troubleshooting resources, reducing resolution times and improving self-service capabilities.
Reporting and Analytics: Offers customizable reports and dashboards for data-driven insights into incident trends and performance metrics.
Mobile App: Enables remote access to incident management, allowing technicians to resolve issues on the go.
Integrations: Seamlessly integrates with popular CRM, ITSM, and productivity tools, enhancing collaboration and data sharing.
SLA Tracking: Proactively monitors service level agreements and provides alerts to prevent breaches.
Customizable Dashboards: Allows users to tailor their dashboards with relevant metrics and widgets for personalized insights.
AI-Powered Insights: Utilizes artificial intelligence to analyze incident data, identify patterns, and provide proactive recommendations.

Product Ranking

#3

among all
Help Desk Software

#54

among all
Help Desk Software

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Analyst Rating Summary

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User Sentiment Summary

86%

of users recommend this product

Zendesk has a 'great' User Satisfaction Rating of 86% when considering 5221 user reviews from 5 recognized software review sites.

93%

of users recommend this product

Incident IQ has a 'excellent' User Satisfaction Rating of 93% when considering 33 user reviews from 1 recognized software review sites.

5.0 (32)

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4.2 (2286)

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4.67 (33)

4.4 (2528)

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4.3 (51)

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3.9 (324)

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Awards

Synopsis of User Ratings and Reviews

Ticket Management: 83% of users who talked about Zendesk’s ticket management features had a positive experience and praised the platform.

Ease of Use: 64% of users who talked about their onboarding and general experience using the platform said Zendesk was easy to use and learn.

Integrations: 57% of reviewers who mentioned integrations were happy with the range and variety of integrations available.

Knowledge Management: 83% of users who mentioned using the knowledge management and help center tools said they had a positive experience.

Collaboration: 92% of users who talked about Zendesk’s collaboration tools said that the platform made external and internal collaboration and communication easier.

Extensive Integrations: Incident IQ seamlessly integrates with a wide range of ITSM and productivity tools, allowing for streamlined workflows and efficient collaboration.

Intuitive User Interface: Its user-friendly design and customizable dashboards make it easy for teams to navigate, access information, and resolve incidents quickly.

Automated Incident Management: Incident IQ automates repetitive tasks, such as ticket routing and escalation, freeing up IT teams to focus on more complex issues.

Advanced Analytics and Reporting: Provides comprehensive insights into incident trends, root causes, and team performance, enabling data-driven decision-making.

Excellent Customer Support: Incident IQ's dedicated support team is highly responsive and provides valuable assistance in resolving issues and maximizing the platform's capabilities.

Reporting: 55% of users who talked about the platform’s reporting and analytics tools complained about the lack of advanced reporting tools, especially on cheaper plans.

Customer Support: 70% of users who talked about contacting Zendesk customer service expressed dissatisfaction with their experience.

Cost: 100% of users who talked about pricing said that the cost of the platform was quite high for small businesses and businesses in developing countries.

Inconsistent Interface: Users report that the interface can be confusing and inconsistent, making it difficult to navigate and find the information they need.

Limited Reporting Capabilities: Users complain that the reporting capabilities are limited, making it difficult to get the insights they need to improve their operations.

Lack of Customization: Users express frustration that the software lacks customization options, making it difficult to tailor it to their specific needs.

Slow Performance: Users report that the software can be slow and unresponsive, especially during peak times.

Poor Customer Support: Users complain that the customer support is unresponsive and unhelpful, making it difficult to resolve issues.

Zendesk For Service offers streamlined tools for businesses of all sizes. It excels in features like ticket management, collaboration and knowledge management. Its interface is easy to use and understand, and there are plenty of onboarding resources for new users. The platform also offers numerous integrations with programs like CRM systems, project management tools and collaboration tools like Slack.While users praised the comprehensive features and level of customization offered by the platform, they also said that this can make the learning curve steeper. Some customers were also disappointed by the lack of advanced reporting tools, the unresponsiveness of customer support and high cost for small businesses. All in all, Zendesk is a scalable and feature-rich solution for businesses looking for an efficient ticketing and support tool.

Incident IQ, the Help Desk Software, has received positive reviews in the last year, with users highlighting its strengths in usability, customization, and reporting capabilities. It's praised for its intuitive interface and simple setup process, making it easy for teams to adopt and use. The software's customization options allow users to tailor it to their specific workflows and needs, enhancing efficiency and productivity. Additionally, Incident IQ's robust reporting features provide valuable insights into team performance and areas for improvement, helping organizations optimize their support operations. In comparison to similar products, Incident IQ stands out due to its focus on automation and collaboration. It automates repetitive tasks, such as ticket routing and escalation, freeing up agents to focus on more complex issues. The software also fosters collaboration through features like team messaging and knowledge sharing, improving communication and reducing resolution times. Incident IQ is best suited for organizations looking for a user-friendly, customizable, and feature-rich help desk solution. Its automation capabilities and collaborative features make it an ideal choice for teams that prioritize efficiency and teamwork. By leveraging Incident IQ's strengths, organizations can enhance their support operations, improve customer satisfaction, and drive business success.

Screenshots

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FAQ

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