Home/Help Desk Software/Teamwork Desk vs osTicketUpdated on: March 28, 2024

Compare Teamwork Desk vs osTicket

90% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
96% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
98% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Freshdesk
Freshdesk Help Desk Software (2241 Ratings)
92% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Zendesk Support
Zendesk Support Help Desk Software (685 Ratings)
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90% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
96% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
98% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Freshdesk

Freshdesk

Help Desk Software (2241 Ratings)
92% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Zendesk Support

Zendesk Support

Help Desk Software (685 Ratings)
Start Free Trial

Start Free Trial

Start Free Trial

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Overview

Summary

Teamwork Desk is a help desk software that eases request tracking process and enables you better to handle customer care related issues. The software ensures faster resolution of ticket. The tool is capable to tackle complex database of customer call reports, queries and resolution logs. It can automate ticket routing and categorization at ease. You can minimize your workload to a considerable extent. Teamwork Desk comes with features like survey and feedback, self service portal, supports live chat with customers etc. With this smart tool you can organize all your customer emails in a shared collaborative space like unified inboxes. You need not to code anything for using the tool. ..show more

osTicket is an open-source helpdesk management software solution that offers both IT asset management and ticket management within the same head. The software is most suited for small and medium-sized enterprise customers. It offers a built-in portal for customers to submit their tickets and track the request status. The auto-assign option helps in automatically routing incoming tickets to the most appropriate departments and members according to their descriptions. On successful submission of tickets, an automated email response is sent out to the customers to keep them posted about the latest update on the queries/issues. osTicket also offers an interactive dashboard and different reporting modules that allow teams to prepare customized reports. The data-rich reports are crucial for the IT department and can be used to gain complete insight into the helpdesk operations like ticket handling procedures, and staffing levels. Additional features such as powerful ticket filter, help topics library ticket locking mechanism to avoid dual response, etc. make os Ticket a complete helpdesk package for enterprises. ..show more

A cloud-based customer support software that offers all in one solution for business needs to deliver exceptional support. Freshdesk is suitable for service providers such as Insurance, Healthcare, Real Estate etc. It offers a host of features and customization functionalities like multi-channel help-desks, ticketing, SLA management, Self Service Portals, SEO ready FAQ section, smart automations, complete customization capabilities that boost productivity. It is priced affordably and is life-time free for the first three agents. ..show more

Zendesk Support is a customer support solution that centralizes all customer queries and interactions in one place. Customer support agents can access all customer data in a single interface so they have the complete history of any interactions, and can provide a more personalized and complete resolution to the issue. Zendesk Support can bring together support data and interactions from multiple channels, and also allows customers to submit support requests through the channel of their choice. The agent support tools allow customer queries to be submitted directly to the right agent with the right skills and knowledge to answer the request. Customer support agents can also collaborate with other teams to get the necessary information to best resolve issues. Zendesk Supports helps improve support agents’ response time by guiding them directly from one ticket to the next, which also avoids them cherry picking certain ticket types. ..show more

Features

AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Automated Routing It helps in automatically directing queries and data to the appropriate agent.

Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

Concurrent Calling Allows to place more calls simultaneously without reducing call quality.

Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement

Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences.

Document Storage Helps in storing the documents electronically and in a systematic way

Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Known Issue Management Helps to tackle and to manage familiar issues or routine challenges

Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online

Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Multi-Channel Communication Helps in receiving queries and offering help through multiple channels

Multi-language Support Available in multiple languages to support global customers

Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Social Media Integration Enables integrating the software with social media for better reach and coverage

Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

TECHNICAL DETAILS

Access Monitoring

24/7 (Live rep)

Business Hours

Online

Contact Number/Address

Cork, Ireland / +1 844-819-8453

Alexandria, Louisiana / +1 318-290-3674

San Bruno, California / +1 (866) 832-3090

San Francisco, California / +1 415-418-7506

API

Deployment

SaaS/Web/Cloud

Mobile - Android

Mobile - iOS

Mobile - Windows

Mobile - BlackBerry

Installed - Windows

Installed - Mac

Customers

Individuals

Freelancers

Large Enterprises

Medium Business

Small Business

Pricing

Pricing Model

Free Trial

Freemium

One-time license

Open-source

Subscription

Quotation Based

Plans

Starter
$10.5 /User/Month

Features

  • Teamwork integration
  • Unlimited inboxes
  • Free Help Docs site
Pro
$18.75 /User/Month

Features

  • Time tracking
  • Triggers
  • Two-factor authentication
  • Live chat
Premium
$36.75 /User/Month

Features

  • Customer happiness ratings
  • Custom fields
  • Full reporting
  • Business hours
  • Scheduled tickets
Enterprise
Custom

Features

  • Priority support
  • HIPAA verified
View Price Page
Open Source
Free

Features

  • Community Support
  • Email Integration Supported
Cloud Hosted
$12 /User/Month

Features

  • Powered by a support system
  • Email Integration Supported
  • Email & phone ongoing support
  • Free Walk-through Session
  • Managed Upgrades & Maintenance
  • Rock-solid infrastructure, guaranteed uptime
  • Daily Backups, Redundant Platform
Virtual Appliance
Custom

Features

  • Includes everything in Cloud-hosted plan, plus
  • Customized to fit your business needs
View Price Page
Free
Free

Get going for free

Features

  • Integrated ticketing across email and social
  • Ticket Dispatch
  • Knowledge Base
  • Ticket Trend Report
  • Out-of-the-box analytics and reporting
  • Choose your data center location
  • Team collaboration
  • 24x7 email support

Add-ons

1. Additional bot sessions : $75 for 1000 bot sessions per month

  • Email bot
  • Chatbots
  • Voicebot consume bot sessions
Growth
$18 /User/Month

Intuitive, industry-leading support for growing businesses

Features

  • Includes features of Free plan, plus
  • Automations
  • Collision Detection
  • 1000+ marketplace apps
  • In-depth helpdesk report
  • SLA management & business hours
  • Custom Email Server
  • Custom Ticket Views
  • Custom ticket fields & status
  • Custom SSL
  • Easily track time spent by agents on tickets
  • 24x5 phone support

Add-ons

1. Additional bot sessions : $75 for 1000 bot sessions per month

  • Email bot
  • Chatbots
  • Voicebot consume bot sessions

2. Field Service Management : $15 per Field Employee per Month

  • Scheduling Dashboard
  • Time Tracking
  • Map View
  • Offline Availability
  • iOS and Android Apps
  • Analytics
Pro
$59 /User/Month

Advanced automation for high performance

Features

  • Includes features of Growth plan, plus
  • Multiple products
  • Includes up to 5000 Collaborators
  • Round-robin routing
  • Custom Roles
  • Custom objects
  • Custom Reports and Dashboards
  • Segment customers for personalized support
  • Customer journey
  • Canned forms
  • Manage versions in knowledge base
  • Community forums
  • Extendable API Limits
  • CSAT surveys & reports
  • Multiple SLA policies & business hours
  • SLA reminder & escalation
  • Multilingual knowledge base
  • Custom apps
  • Average handling Time (AHT)
  • Custom Metrics
  • Report Sharing
  • Includes features of Add-ons
Enterprise
$95 /User/Month

Fully featured with bots for enterprise-level support

Features

  • Includes features of Pro plan, plus
  • Unlimited products
  • Sandbox
  • Easily manage agent shifts across time zones
  • Assist bot
  • Email bot
  • Audit log (Freddy)
  • Skill-based routing
  • Knowledge base approval workflow (Freddy)
  • Flexible knowledge base hierarchy (Freddy)
  • IP range restriction (Freddy)
  • Auto-triage (Freddy)
  • Article suggester
  • Canned response suggester
  • AI-powered social signals
  • Custom Metrics
  • Report Sharing
  • Includes features of Add-ons
View Price Page
Suite Team
$59 /User/Month

Features

  • Industry-leading ticketing system
  • Messaging across web, mobile and social
  • Email, voice, SMS, and live chat support
  • Help center - Single
  • Easy-to-set up automations & workflows
  • AI-powered automated answers - Up to 50
  • Unified agent workspace
  • Routing based on agent status and capacity
  • Reporting and analytics: PreBuilt
  • Data and file storage: Standard
  • 1,000+ apps and integrations: PreBuilt
  • Robust APIs: Standard Rate Limit
  • Online support from the Zendesk team
  • Onboarding and adoption guidance
Suite Growth
$99 /User/Month

Features

  • Includes features of Suite Team plan, plus
  • Help center - Multiple
  • Easy-to-set up automations and workflows with additional options
  • AI-powered automated answers - Up to 100
  • Data and file storage: Intermediate
  • 1,000+ apps and integrations: PreBuilt and Custom
  • Robust APIs: Advanced Rate Limit
  • Self-service customer portal
  • AI-powered knowledge management
  • Customisable ticket layouts
  • Light access licenses: Upto 50
  • Service Level Agreement (SLA) management
  • Multilingual support and content
Suite Professional
$125 /User/Month

Features

  • Includes features of Suite Growth plan, plus
  • AI-powered automated answers - Up to 500
  • Routing based on agent status, capacity and skills, as well as conversation priority
  • Reporting and analytics - Prebuilt and Custom
  • Light access licenses: Upto 100
  • Live agent activity dashboard: Viewable
  • Integrated community forums
  • Private conversation threads
  • Customisable and shareable dashboards
  • Advanced voice capabilities
  • Data Location Options
  • HIPAA compliance
  • Events Connector for Amazon Web Services
Suite Enterprise
$199 /User/Month

Features:

  • All the core elements needed for excellent customer support, and
  • Custom team roles and permissions
  • Advanced knowledge management
  • Customizable agent workspaces
  • Customizable branding for web conversations
  • Light access licenses - Upto 1000
  • Live data and external dashboard sharing
  • Live agent activity dashboard - Customisable, agent capacity, plus live agent status drill-in
  • Sandbox environment for change management
  • Robust APIs - Enterprise Rate Limit
  • AI-powered triage and conversation insights - Retail Only
View Price Page

SCREENSHOTS

Teamwork Desk Screenshots
osTicket Screenshots
View 11 screenshot(s)
Freshdesk Screenshots
View 5 screenshot(s)
Zendesk Support Screenshots

INTEGRATIONS

  • Gmail
  • Integromat
  • Freshdesk
  • Elevio
  • Stripe Billing
  • Integrately
  • ChurnZero
  • MailChimp
  • Blinksale
  • Delighted
  • Zoho Analytics (Zoho Reports)
  • Quickbooks
  • Easy Insight
  • Zendesk Talk
  • Zapier
  • Freshbooks
  • Xero
  • Bybrand
  • GitHub
  • Wix
  • Slack
  • Jira
  • Knowlarity
  • Olark
  • Freshchat
  • Userlike
  • Dropbox Business
  • Microsoft Teams
  • Slack
  • MailChimp
  • Nimble
  • HelpOnClick
  • Zoho CRM
  • Harvest
  • iContact
  • SnapEngage
  • Salesforce
  • Shopify
  • Capsule
    NA

ALTERNATIVES

Top alternatives to Teamwork Desk

Zendesk Talk
Zendesk Talk
Freshdesk
Freshdesk
SysAid
SysAid
Zoho Desk
Zoho Desk
Help Scout
Help Scout

Top alternatives to osTicket

OTRS
OTRS
Request Tracker
Request Tracker
Spiceworks Network Monitor
Spiceworks Network Monitor
GLPI
GLPI
UVdesk
UVdesk