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Compare Serena Service Manager vs Track-It!

What is better Serena Service Manager or Track-It!? Selecting the best Customer Support Software for your organization is hard with various features, options, and terms to choose from. On the other hand, relying on our review directory will help you to simplify the selection steps by reading all key apps in a single location.

For example, you can contrast Serena Service Manager and Track-It! for their features and overall scores, in this case, 7.0 and 8.1, respectively. Likewise, you can compare which software has higher general user satisfaction rating: 93% (Serena Service Manager) and 100% (Track-It!) to learn which product is the better choice for your business. Don’t just buy the software with the most attractive price, but the one that gives the best value for your money.

Our experts made sure to review all popular Customer Support Software services that you can find out there, but among them these three deserved our special attention: Freshdesk, Salesforce Essentials, Zendesk.

NOAWARDS
YET

SmartScore™

OUR SCORE 7.0

User Satisfaction

CUSTOMER EXPERIENCE 93%

Pricing

Starting from $89

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Change management
  • Configuration management
  • Dashboards and reports
  • Deployment options
  • Enterprise service catalog
  • Financial asset management
  • Incident and problem management
  • IT process automation
  • ITIL support
  • Knowledge management
  • Release management
  • Request fulfillment
  • Service level management
  • Social IT
  • User self-service

Pricing Info

Serena Service Manager offers flexible deployment and pricing options. The solution is available for deployment on premises, via the Cloud, or through a hybrid model that leverages your existing ITSM investments. Serena Service Manager on demand’s pricing starts at $89/user/month.

For more pricing information, contact the vendor.

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Boeing Company, A T & T Corp, Barclays Bank Plc, Bechtel Corporation

Integrations

No information available

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

Serena Service Manager offers a process-driven approach to ITSM that allows business and IT to work together.

Company Email

support@serena.com

Contact No.

Company's Address

1850 Gateway Drive, 4th Floor, San Mateo, California 94404, USA

NOAWARDS
YET

SmartScore™

OUR SCORE 8.1

User Satisfaction

CUSTOMER EXPERIENCE 100%

Pricing

Starting from $995

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • IT Help Desk / Facilities Management / HR Management
  • Asset Management
  • Change Management
  • Self-Service Portal
  • Software License Management
  • Mobile Help Desk
  • Knowledge Management
  • Scheduled & E-mailed Reports
  • Dashboards and Analytics
  • Purchasing
  • Training
  • Library

Pricing Info

Track-It! is a solid option for companies seeking a home grown solution or a freeware platform. Affordable, reliable and consistent, users can get Track-It for a single payment with rates starting at $995. A 30-day free trial is also available.

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Zane State College

Integrations

  • LDAP/Active Directory integration
  • Track-It Barcode
  • Remote Track-It!

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

Track-It! combines the features of a help desk solution and an asset management platform into one dynamic package.

Company Email

Contact No.

Company's Address

2101 CityWest Boulevard
Houston, TX 77042

Zendesk

Partner

This product is our partner, which means they paid for being featured as one of the suggestions. Our team takes great care to ensure all sugested products are reliable, top-quality solutions.

SmartScore™

OUR SCORE 9.6

User Satisfaction

CUSTOMER EXPERIENCE 98%

Pricing

Starting from $5

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Simple and intuitive ITIL tool
  • Integration with common IT resource management tools
  • IT help desk automation tools and macros
  • Monitoring of company devices like computers, phones, etc.
  • Self-service employee knowledge portal
  • Help desk metrics tracking
  • Customized reporting
  • Open API enabling seamless integration into your business
  • Omnichannel ticketing systems (email, web, phone, chat, social media)
  • Flexible ticket management with automated workflow
  • Mobile support with native iPhone, iPad, and Android apps
  • Robust reporting and advanced analytics
  • Customer facing web interface that you can easily brand
  • Knowledge base portal and community forums included
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Multi-brand support with linked accounts
  • Unlimited, free “light agents” (Enterprise plan only)
  • Group rules and macros
  • Screencasting
  • Public and private forums
  • Full CSS rebranding
  • Multi-locale (timezone and languages)
  • Export ticket views to CSV
  • SSO with Twitter, Facebook, Google and SAML
  • REST API
  • Pre-built: Salesforce, SugarCRM

Pricing Info

Zendesk offers different pricing plans for its various modules. A 30-day free trial is also available.

Zendesk Support

Essential – $9/agent per month or $5/agent per month (billed annually)

  • Email & social channels
  • Basic help center
  • Web Widget & Mobile SDK

Team – $25/agent per month or $19/agent per month (billed annually)

  • All Essential features, plus:
  • Business rules
  • Performance Dashboards
  • Public apps and integrations

Professional – $59/agent per month or $49/agent per month (billed annually)

  • All Team features, plus:
  • Multilingual content
  • CSAT surveys
  • Custom reports & dashboards

Enterprise $125/agent per month or $99/agent per month (billed annually)

  • All Professional features, plus:
  • Custom agent roles
  • Multi-brand support
  • Multiple ticket forms
  • Launch Success Program
  • Satisfaction Prediction

Elite – $199/agent per month (billed annually)

  • All Enterprise features, plus:
  • Unlimited light agents
  • 99.9% uptime SLA
  • 1-hour service level objective
  • Advanced encryption & security
  • Data center location

Zendesk Chat

Lite – Free

  • 1 concurrent chat
  • Chat rating
  • 30-day chat history

Team – $19/agent per month or $14/agent per month (billed annually)

  • All Lite features, plus:
  • Unlimited chats
  • 2 triggers
  • 2 departments
  • Zendesk Message
  • Widget customization
  • Public apps

Professional – $35/agent per month or $29/agent per month (billed annually)

  • All Team features, plus:
  • Unlimited triggers
  • Unlimited departments
  • Operating hours
  • Chat and agent reports
  • Conversion Tracking

Enterprise $70/agent per month or $59/agent per month (billed annually)

  • All Professional features, plus:
  • Widget unbranding
  • Real-time monitor
  • Roles and permissions
  • Skills-based routing
  • Web SDK
  • 24/7 live chat support

Zendesk Talk

Lite – Pay for usage only, per agent per month

  • Limit of 1 phone number
  • Automatic ticket creation
  • Call recording & voicemail transcription

Team – Usage sold separately, $25/agent per month or $19/agent per month (billed annually)

  • All Lite features, plus:
  • Multiple phone numbers
  • Warm transfer
  • Business hours
  • Text messaging

Professional – Usage sold separately, $59/agent per month or $49/agent per month (billed annually)

  • All Team features, plus:
  • IVR phone trees
  • Call monitoring & barging
  • Callback from queue
  • Real-time analytics
  • Insights reporting

Enterprise Usage sold separately, $110/agent per month or $89/agent per month (billed annually)

  • All Professional features, plus:
  • Launch Success Program
  • Monthly Diagnostics
  • Talk Usage 99.95% SLA
  • Failover on demand

Partner Edition – Does not inlcue cost of partner solution, $14/agent per month or $9/agent per month (billed annually)

  • Access to telephony integrations & CTI toolkit for:
  • Embedded softphone
  • Caller ID & history
  • Tickets with call data and agent assignment

Zendesk Guide

Lite – Free

  • Included with Zendesk Support
  • Knowledge base
  • Support request form
  • Google Analytics reporting

Professional – $19/agent per month or $15/agent per month (billed annually)

  • All Lite features, plus:
  • Custom themes
  • Multilingual content
  • Agent knowledge base
  • Community forums
  • Customer requests portal
  • Performance dashboards
  • Knowledge Capture app

Enterprise $34/agent per month or $29/agent per month (billed annually)

  • All Professional features, plus
  • Team Publishing
  • Content Cues
  • Multiple help centers
  • Integrated Knowledge Capture workflow

Answer Bot – Optional, from $50 per month

  • Automated replies to customers using knowledge base content

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Vodafone, GILT, Shopify, Groupon, Gov. UK

Integrations

Zendesk integrates with several business systems and applications. It has more than 600 integrations and apps. Here are some of them

  • 123Contact Form
  • 3CLogic
  • Agile CRM
  • AppGuru
  • Azuqua
  • Capsule CRM
  • Cisco CTI
  • ClickDesk Live Chat
  • Cloud Magic
  • Drupal
  • FreshBooks
  • Google Apps
  • Hootsuite
  • Infusionsoft
  • Joomla!
  • LiveChat
  • MailChimp
  • Microsoft Dynamics
  • Olark Live Chat
  • Podio
  • Shopify
  • SAP Business One
  • WordPress
  • Zoho CRM

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

One of the leading IT service management platforms trusted by over 40,000 organizations worldwide.

Company Email

support@zendesk.com

Contact No.

Company's Address

989 Market Street Suite 300
San Francisco, CA 94103
USA

Product Comparisons

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The solutions compared on this page are merely a small sample of our complete Customer Support Software category and you should take into account that there may be better alternatives out there. If you would like to make sure you make the optimal decision for your business we definitely urge you to try out more solutions first. It may also be a good idea to consult our top 10 Customer Support Software list to see which software are currently the highest-rated ones and dominate the market.

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