MindTouch vs. Zendesk Suite

MindTouch

179 Reviews and Ratings

Zendesk Suite

1,015 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
MindTouch	Score7 out of 10	N/A	MindTouch is a customer experience management platform with content management and help authoring capabilities. Formerly known as MediaWiki, it is optimized for building knowledge bases for customer self-service and agent assistance purposes.	N/A
Zendesk Suite	Score8.8 out of 10	N/A	Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.	$69 per month per agent

Pricing

MindTouch

Zendesk Suite

No answers on this topic

Suite Team: $69
per month per agent
Suite Growth: $115
per month per agent
Suite Professional: $149
per month per agent
Suite Enterprise: Contact Sales

Pricing Offerings
MindTouch	Zendesk Suite
Free Trial
Yes	Yes
Free/Freemium Version
No	No
Premium Consulting/Integration Services
Yes	Yes

No setup fee

Optional

—

20% discount available with annual pricing.

Community Pulse
Key User Insights
	MindTouch	Zendesk Suite
Considered Both Products	MindTouch Harry Kaplowitz Product Manager in Engineering at Windsor Circle, Inc. (Computer Software, 11-50 employees) Chose MindTouch MindTouch wasn't the cheapest option we considered, but it was the best value. It gave us the most features, controls, flexibility, and growth opportunity for the money we paid for it. We did not need a ticketing solution, and a lot of the offerings we evaluated were stronger … Incentivized Helpful? Jaclyn Schoof Knowledge Program Manager in Customer Service at Delphix (Computer Software, 201-500 employees) Chose MindTouch We selected MindTouch because it had the most features for what we were looking for in our solution. Incentivized Helpful? Tanner Volz Technical Content Manager in Product Management at iovation (Computer Software, 51-200 employees) Chose MindTouch N/A. It has been several years since I evaluated competitors. I'm vaguely aware of Zendesk and am in process of evaluating not - not with the intention to replace MindTouch, just to keep up with trends in the industry. I would consider a move if I ever felt that MindTouch was … Incentivized Helpful? Ziv Peled VP Client Services in Customer Service at AppsFlyer (Internet, 201-500 employees) Chose MindTouch MindTouch is by far better than Zendesk. Article management and editing are much better and richer (more than a basic font. MindTouch has a better interface and better design options out of the box. MindTouch has a dedicated customer success management [team] and support from … Incentivized Helpful? Steven Callaway Senior Technical Writer in Engineering at Omnitracs (Computer Software, 1001-5000 employees) Chose MindTouch The MindTouch platform is always being improved by MindTouch. The capabilities and functionality are far ahead of their competitors and their support group is top-notch. Those in similar positions always miss MindTouch when they use a different platform. Incentivized Helpful? Verified User Chose MindTouch We selected MindTouch for its ease of use, the SEO possibilities and the great staff. Incentivized Helpful? Olav Andreas Frenning Technical Writer / Help Author / Copywriter / Course instructor in Marketing at FotoWare a.s (Computer Software, 11-50 employees) Chose MindTouch We wanted a SaaS solution that was always online. In the past we used RoboHelp, but the whole idea of having to compile the help project before publishing seemed rather backwards at a point. Mind, we have not reviewed later installments of RoboHelp. With MindTouch we can edit … Incentivized Helpful? Westly Richards Customer Education Manager at Optimizely (Internet, 201-500 employees) Chose MindTouch We switched from Zendesk Help Center because it was lacking multiple features (change logs and revision history) and it required unscalable customization to get articles to look the way we wanted them to. The other platforms we evaluated checked the box on many of the … Incentivized Helpful? Shaun Peterson Technical Support Manager in Customer Service at BluB0X Security Inc. (Security and Investigations, 11-50 employees) Chose MindTouch I have used Primus in a past life. It was an excellent tool, but we were spending over 500K plus we had two people full time managing the process of training and monitoring content. Right now I find MindTouch content pretty fast, but we only have 440+ documents and have not … Incentivized Helpful? Verified User Chose MindTouch I joined right after Mindtouch was selected here. So my experience with other products is from another job. I think I heard mention of them looking at Zendesk here, but it was before the Help Center product was available. But, from what I can compare, the document management … Incentivized Helpful? Verified User Chose MindTouch Where MindTouch really stands out is the in-product help. None of the other solutions have comparable in-product help. In fact, when I called and spoke with a Desk.com rep, she wasn't even sure what I was talking about and had to check with a supervisor. MindTouch's largest … Incentivized Helpful? Indira Jambulingam Principle Technical Writer in Research & Development at Model N (Computer Software, 501-1000 employees) Chose MindTouch We have migrated our content from the Framemaker Books to Mindtouch proving to be a big shift. We have also been using Confluence and Zendesk for different products One of many reasons is that most of what was a feature in MT has been a plug in in Confluence. Incentivized Helpful?	Zendesk No answer on this topic
	Would buy again
	No answers on this topic	No answers on this topic
	Delivers good value for the price
	No answers on this topic	No answers on this topic
	Happy with the feature set
	No answers on this topic	No answers on this topic
	Lived up to sales and marketing promises
	No answers on this topic	No answers on this topic
	Implementation went as expected
No answers on this topic	No answers on this topic

Features

MindTouch

Zendesk Suite

Comparison of Incident and problem management features of MindTouch and Zendesk Suite
Feature	MindTouch - Ratings	Zendesk Suite 8.8 154 Ratings
Organize and prioritize service tickets	00 Ratings	9.1153 Ratings
Expert directory	00 Ratings	8.3102 Ratings
Subscription-based notifications	00 Ratings	8.6106 Ratings
ITSM collaboration and documentation	00 Ratings	8.5104 Ratings
Ticket creation and submission	00 Ratings	9.3153 Ratings
Ticket response	00 Ratings	9.3152 Ratings

Comparison of Self Help Community features of MindTouch and Zendesk Suite
Feature	MindTouch - Ratings	Zendesk Suite 8.5 139 Ratings
External knowledge base	00 Ratings	8.5133 Ratings
Internal knowledge base	00 Ratings	8.5127 Ratings

Comparison of Multi-Channel Help features of MindTouch and Zendesk Suite
Feature	MindTouch - Ratings	Zendesk Suite 9.0 150 Ratings
Customer portal	00 Ratings	9.2121 Ratings
IVR	00 Ratings	8.659 Ratings
Social integration	00 Ratings	8.597 Ratings
Email support	00 Ratings	9.4147 Ratings
Help Desk CRM integration	00 Ratings	9.2112 Ratings

User Ratings
	MindTouch	Zendesk Suite
Likelihood to Recommend	7.6 (110 ratings)	9.0 (192 ratings)
Likelihood to Renew	8.8 (18 ratings)	10.0 (43 ratings)
Usability	7.5 (29 ratings)	8.9 (65 ratings)
Availability	- (0 ratings)	8.6 (13 ratings)
Performance	8.0 (10 ratings)	8.0 (10 ratings)
Support Rating	7.8 (31 ratings)	5.5 (31 ratings)
In-Person Training	- (0 ratings)	10.0 (1 ratings)
Online Training	8.8 (5 ratings)	7.9 (9 ratings)
Implementation Rating	7.7 (10 ratings)	9.0 (18 ratings)
Configurability	5.0 (5 ratings)	9.3 (3 ratings)
Ease of integration	9.0 (1 ratings)	- (0 ratings)
Product Scalability	1.4 (3 ratings)	- (0 ratings)
Vendor post-sale	9.3 (4 ratings)	- (0 ratings)