OTRS vs Zendesk
Last updated: November 14, 2018
OTRS is a free and open-source trouble ticket system software package that a company, organization, or other entity can use to assign tickets to incoming queries and track further communications about them. Like alternative solutions it is a means of managing incoming inquiries, complaints, support requests, defect reports, and other communications.
Zendesk is web-based help desk software with an elegant support ticket system & a self-service customer support platform. Agile, smart and convenient.
OTRS vs Zendesk in our news:
2018 - Zendesk launched customer service app builder
Zendesk announced Zendesk Sunshine, a new platform for creating customer-focused applications on top of Zendesk’s toolset. Companies can build apps on top of Sunshine, typically customer experience or customer relationship apps, and they will be hosted natively on AWS and have access to all the AWS services. And all of the applications rely on the Sunshine platform for information sharing. This approach is aimed at helping Zendesk customers build applications to take advantage of the data they are collecting inside of Zendesk as a natural byproduct of doing work with the service, but over time independent developers could begin working on the platform too.
2018 - Zendesk launched enterprise content management platform
Zendesk announced a new enterprise content management product specifically geared for large customer service organizations. It’s called Guide Enterprise and it’s designed to provide those larger customer service organizations with a knowledge base and a content management platform for editorial planning and review. The idea is to empower customer service reps to write up solutions to problems they encounter and build up that knowledge base as part of the natural act of doing their jobs. The reps can find their fellow employees’ notes and not have to reinvent the wheel every time, and the notes and articles they write can pass through editorial review and become part of the permanent knowledge base. When customers hit the site or app, they can access solutions to common problems before having to talk to a human. The platform also includes reminders to check the content regularly so the knowledge base stays fresh and stale content is removed. So we may assume that Zendesk now has better enterprise offering if compared vs Autotask
2016 - Zendesk expands beyond the help desk to take on OTRS
Customer service app Zendesk unveiled a new product Zendesk Explore that provides analytics to measure and understand the entire customer experience. With Zendesk Explore, you get instant access to the customer analytics that matter—and the deeper understanding of your customers and business that comes with it. It's taking data from Zendesk’s myriad tools or third-party systems like customer data in Salesforce, buying history in Shopify or web analytics from Google Analytics and pulling it all together into one central place. It can deliver this information, regardless of role to get a much fuller view of the customer than you can get with bits of information trapped inside application silos.
2016 - Zendesk introduced Zendesk Message
Zendesk, the leading customer support software, adds the new feature - Message - the messaging product that helps businesses engage customers on their favorite messaging platforms. The first of these messaging platforms is Facebook Messenger. Zendesk Message is easy to use and designed specifically for messaging. Since messaging interactions tend to occur in short bursts, we made it easy for agents to move quickly from one conversation to the next, while keeping it easy to assign, own, and resolve conversations. Agents will be able to easily reference important events in a long conversation stream with features like timeline.
2015 - Zendesk acquired Business Intelligence service BIME Analytics. Salesforce Service Cloud is in panic
Customer support giant Zendesk has acquired BIME Analytics for $45 million. BIME Analytics is a business intelligence startup with a software-as-a-service approach. It turns data from many different sources into trends and insights. The startup provides dozens of data connectors in order to aggregate data from multiple sources — Bigquery, CSV, Excel, Intercom, Google Analytics, Salesforce and more. You can name a data point for business intelligence purposes, and chances are BIME already supports it. Then you can create interactive dashboards, advanced visualizations or exploit the results using SQL queries. Everything is fast and distributed, you won’t have to manage servers to do these data manipulations.
2014 - New Zendesk Voice raises the bar for phone support to take on ServiceNow
Helpdesk service Zendesk updated its phone support feature Zendesk Voice. The new version, built upon the Twilio platform, is now available in 39 countries. Leveraging Twilio’s global network of data centers, calls are delivered quickly and clearly. You can launch a call center in minutes by using built-in functionality that allows agents to make and receive calls from within the browser, or forward calls to another line. By bringing customer information, contact history and internal knowledge bases right into the agent desktop, providing phone support has never been easier.
2014 - Zendesk adds business intelligence tool. should better react
Cloud-based customer service app Zendesk has released a new feature called Zendesk Insights that purports to give companies a deeper understanding of their customer interactions, using data culled from simply working with the Zendesk service. This new tool gives access to pre-built dashboards that provide insights based on their industry, so, for example, if your industry average customer satisfaction score is 85 and yours is 80, you need to work on improving that. According to Sam Boonin, who is VP of products at Zendesk, this as a differentiator from competitors, whom he claimed only provide operational reporting, whereas Insights provides operational and behavioral data, thereby giving Zendesk an advantage.
2013 - Zendesk and HootSuite will help to survive in case of Zombie apocalypse to win over Freshdesk
On the eve of the Halloween Zendesk (SaaS service for customer support) and HootSuite (social media scanner) propose to think together about the important things. After all, the latest movies about zombies (in particular "World War Z") let us know one simple and terrible truth: Zombie apocalypse can happen any day. And the humanity can survive only thanks to proper sharing and using information. That is why, every IT company should think about how it could help. For example, Zendesk will help crysis organizations to support citizens and answer their questions about how to fight zombies. And even when all support staff die - the online knowledge base with the most frequently asked questions will work. (Watch video above). And HootSuite will notify you about the Zombie apocalypse explosion, give you useful information and updates on #zombie hashtag, show you places on the map where alive and dead concentrate, by the number of posts from these areas. Watch the video:
2013 - Zendesk launched new self-service portal. Talkdesk keeps calm
Customer support gurus from Zendesk have come to the conclusion (from their own experience) that most customers prefer to use self-service tools and quickly find the answer to their questions, rather than email/call support. That's why they developed (as they say) the world's best self-service portal Zendesk Help Center. It combines support forums (customer community), knowledge base and customer spaces, where they can send private or public requests. It supports mobile access (both for clients and tech support staff) and provides integration with social networks Facebook and Twitter. And the coolest feature of the new tool is the template editor that allows you to "seamlessly" integrate self-service portal in your website. You can choose a template from the library and edit it at the HTML level.
2013 - Zendesk and amoCRM call SaaS vendors to integrate to stand out over Freshdesk
We won't hide the fact that SaaS has the integration problem. Thanks to SaaS technology hundreds of thousands new business apps appeared on the market and many of them do their job very effectively. But if a company uses several effective (but separate) apps, it may face situations like in the new Zendesk video. Three departments (sales, support and the engineer on scooter) are trying to solve one customer's issue. They use three different systems in which the same customer has a different ID, different communication history and different priority. So, what to do? Integrate and increase the value of each separate SaaS service! Zendesk Apps directory already includes more than a hundred of applications and one of the latest Zendesk partners is amoCRM, that tries to do the same thing.
amoCRM is also building its own integration platform and app directory. Besides Zendesk, they also connect with Dropbox, Mailchimp, WuFoo, Facebook, Bitrix and other solutions. In the near future they are going to release integration modules with most popular PBX systems: Asterisk and OnlinePBX.