ConSol CM/Helpdesk vs Zendesk

ConSol CM/Helpdesk

Strengths

• +Highly configurable workflows for ticket lifecycles, tasks and service processes
• +Stable, long-term system for support requests, incidents and development workflows
• +Centralized case history and communications in one place
• +Responsive, personal support and helpful project teams during implementation
• +Intuitive everyday ticket handling once configured
• +Ability to perform some administrative changes via CM/WAS without deep technical effort
• +Modular structure allows adaptation to diverse business processes
• +Cost-efficient for the functionality offered

Limitations

• −Steep learning curve due to extensive configuration and training requirements
• −Search functions and filters are limited when retrieving historical information
• −UI could be more modern and streamlined

Zendesk

Strengths

• +Highly customizable workflows
• +Strong reporting and analytics
• +Extensive integration ecosystem
• +Reliable uptime and performance

Limitations

• −Steep learning curve for new users
• −Higher cost for advanced features
• −Complex setup for large teams
• −Limited free plan functionality

ConSol CM/Helpdesk

• Cloud, Named User €149 base price per month, from 6 usersMonthly billing · Base price for 6+ Named Users
• Cloud, Concurrent User €149 base price per monthMonthly billing · Concurrent user access
• On-premise purchase €9,900 one-time, CM server licenseOne-time payment · Free test system with valid maintenance contract
• On-premise subscription, Named User €275 per user / month per user / monthMonthly billing · Named User model
• On-premise subscription, Concurrent User €275 per user / month per user / monthMonthly billing · Concurrent User model

14-day free trial available, extendable on request. Server license fees may apply for on-premise subscriptions.

Zendesk

• Suite Team $19 per agent/monthBasic ticketing · Email and chat support · Billed annually
• Suite Growth $49 per agent/monthAdvanced reporting · Automated workflows · Billed annually
• Suite Professional $99 per agent/monthCustomizable dashboards · Multi-language support · Billed annually
• Suite Enterprise On request per agent/monthEU data residency · Advanced security features · Custom SLA policies

Pricing varies by region and plan. Enterprise plans require a custom quote.

ConSol CM/Helpdesk

Ticketing and IT service management

Request, Incident, Problem, and Change Management, Automatic ticket creation from forms and email, Multi-level support routing and subtickets, Search for similar tickets

Communication and collaboration

Integrated email client, Text-module templates, Internal messaging, Collaboration tools

Assets and configuration data

Built-in CMDB, Configurable product database, Link hardware, software, infrastructure, contracts, and SLAs to tickets

Self-service and knowledge

Internal and external users submit and track tickets, Access to solution templates and FAQs, Knowledge base

Workflow configuration and automation

Web Admin Suite for process configuration, Graphical Process Design Editor, Workflow-based routing

Zendesk

Ticketing and Workflows

Automated ticket routing, Custom ticket fields, SLA management, Macros and shortcuts

AI and Automation

AI-powered bots for customer queries, Automated responses, Answer Bot for self-service, Macro suggestions

Reporting and Analytics

Custom dashboards, Pre-built reports, Real-time analytics, Customer satisfaction (CSAT) tracking

Integrations and Extensions

Pre-built apps and integrations, Zendesk Marketplace, API access, Webhooks

Security and Compliance

Role-based permissions, Two-factor authentication (2FA), Data encryption in transit and at rest, GDPR compliance tools