Compare Pylon and Zendesk Support Suite 
At a Glance
Market Segments
Small-Business (86.0% of reviews)
Mid-Market (45.5% of reviews)
Entry-Level Pricing
$59.00 1 Seats Per Month
$19.00 1 user per month billed annually
Pylon
Star Rating
(50)4.9 out of 5
Market Segments
Small-Business (86.0% of reviews)
Entry-Level Pricing
$59.00 1 Seats Per Month
Free Trial is available
Browse all 3 pricing plansZendesk Support Suite
Star Rating
(6,151)4.3 out of 5
Market Segments
Mid-Market (45.5% of reviews)
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zendesk Support Suite excels in its multi-channel coverage, scoring 9.6, which allows businesses to manage customer interactions across various platforms seamlessly. In contrast, Pylon, while strong, scores slightly lower at 9.3, indicating a less comprehensive approach to omnichannel support.
- Reviewers mention that Pylon's ticket creation user experience is outstanding, with a score of 9.8, making it intuitive for users to submit requests. Zendesk Support Suite, while still effective, scores 8.8, suggesting that its ticket creation process may not be as user-friendly.
- G2 users highlight Pylon's superior quality of support, achieving a score of 9.7, which reflects its responsiveness and helpfulness. Zendesk Support Suite, with a score of 8.4, may not provide the same level of support, leading to potential frustrations for users needing assistance.
- Users on G2 report that Pylon's SLA management feature is highly effective, scoring 9.8, which helps businesses ensure timely responses to customer inquiries. In comparison, Zendesk Support Suite's SLA management score of 8.1 indicates room for improvement in this critical area.
- Reviewers mention that Pylon's ease of use is a standout feature, with a score of 9.7, making it accessible for teams of all technical levels. Zendesk Support Suite, scoring 8.5, may require more training or adjustment time for new users.
- Users say that Pylon's reporting and analytics capabilities are robust, with a score of 9.2, allowing businesses to gain valuable insights into their customer service performance. Zendesk Support Suite, with a score of 8.3, may not offer the same depth of analytics, potentially limiting data-driven decision-making.
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Pricing
Entry-Level Pricing
Pylon
Starter
$59.00
1 Seats Per Month
Get started with the basic features, but grow as fast as others.
- Support Inbox - Track and organize customer issues
- Traditional Sources - Email, Chat Widget, Forms
- Knowledge Base - Host a Help Center or Internal KB
Zendesk Support Suite
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Pylon
Free Trial is available
Zendesk Support Suite
Free Trial is available
Ratings
Meets Requirements
9.5
37
8.6
4,748
Ease of Use
9.7
39
8.5
4,788
Ease of Setup
9.0
26
7.9
2,861
Ease of Admin
9.6
8
8.2
2,898
Quality of Support
9.7
37
8.4
4,439
Has the product been a good partner in doing business?
9.6
9
8.4
2,822
Product Direction (% positive)
9.7
37
7.9
4,401
Features by Category
Ticket and Case Management
9.8
22
8.8
2241
|
Verified
9.8
22
8.7
2257
|
Verified
9.7
22
8.5
2182
|
Verified
9.4
19
8.4
2029
|
Verified
9.8
20
8.1
1617
|
Verified
9.7
18
8.4
2095
|
Verified
9.7
18
8.6
2083
|
Verified
9.4
17
8.2
1548
|
Verified
Generative AI
9.2
13
7.2
117
9.2
13
7.2
120
Communication Channels
9.6
19
8.4
1758
|
Verified
9.6
19
8.7
2004
|
Verified
9.8
17
8.4
1423
|
Verified
9.0
14
8.0
1128
|
Verified
Feature Not Available
8.1
1014
|
Verified
Platform
7.9
21
7.6
1100
|
Verified
8.6
20
8.0
1457
|
Verified
8.9
21
8.2
1669
|
Verified
9.5
22
8.1
1460
|
Verified
9.2
22
7.8
2059
|
Verified
9.3
22
7.9
2127
|
Verified
Administration
Not enough data
8.4
191
|
Verified
Not enough data
7.9
172
|
Verified
Not enough data
8.3
219
|
Verified
Service Desk
Not enough data
9.0
247
|
Verified
Not enough data
8.7
223
|
Verified
Not enough data
8.6
211
|
Verified
Management
Not enough data
8.3
184
|
Verified
Not enough data
8.4
185
|
Verified
Not enough data
8.3
174
|
Verified
Not enough data
8.0
134
|
Verified
Not enough data
8.3
127
Functionality
Not enough data
9.0
199
|
Verified
Not enough data
8.5
163
Not enough data
8.4
171
|
Verified
Not enough data
8.6
181
|
Verified
Administration
Not enough data
8.1
562
Not enough data
7.9
543
Not enough data
8.2
604
Knowledge Management
Not enough data
8.6
747
Not enough data
8.2
597
Not enough data
7.9
649
Compliance
Not enough data
8.3
526
Not enough data
8.2
488
Not enough data
8.2
491
Not enough data
8.0
464
Customer Support
Not enough data
8.0
611
Not enough data
7.8
587
Not enough data
7.8
422
Data Security
Not enough data
8.1
433
Not enough data
8.1
434
Not enough data
8.3
525
Not enough data
8.5
471
Administration
Not enough data
8.2
620
Not enough data
8.3
731
Not enough data
8.6
735
Generative AI
Not enough data
Feature Not Available
Channels
9.6
12
Not enough data
8.5
12
Not enough data
6.7
12
Not enough data
Design
8.8
11
Not enough data
7.6
11
Not enough data
8.8
11
Not enough data
8.5
11
Not enough data
9.8
11
Not enough data
Generative AI
6.7
11
Not enough data
6.8
11
Not enough data
Usability
Not enough data
8.2
589
Not enough data
8.3
585
Not enough data
8.3
556
Reporting
Not enough data
8.3
515
Not enough data
7.9
489
Not enough data
8.1
569
Generative AI
Not enough data
7.3
108
Not enough data
7.1
107
Responses
Not enough data
8.2
32
Not enough data
8.7
39
Not enough data
8.5
40
Automation - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
8.5
41
Not enough data
8.7
39
Not enough data
8.7
35
Autonomy - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
8.1
6
Not enough data
8.9
6
Responses
Not enough data
8.1
396
Not enough data
8.1
393
Not enough data
8.3
379
Not enough data
8.1
377
Not enough data
8.1
285
Platform
Not enough data
8.6
398
Not enough data
8.2
396
Not enough data
8.2
391
Not enough data
8.2
392
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
385
Generative AI
Not enough data
8.3
44
Not enough data
8.0
43
Conversational Platform
8.9
9
8.1
763
9.3
9
8.2
620
8.5
9
8.1
589
8.5
9
8.1
657
Support Automation
8.5
9
8.1
623
8.7
9
8.2
667
8.5
9
8.4
620
7.2
9
8.0
698
Generative AI
6.5
8
7.6
115
6.5
8
7.6
115
Messaging Channels
Not enough data
7.6
62
Not enough data
9.0
153
Not enough data
8.3
75
Not enough data
8.5
83
Administration
Not enough data
8.1
88
Not enough data
8.8
137
Not enough data
8.3
93
Not enough data
8.4
126
Customer Support
Not enough data
8.1
12
Not enough data
6.2
7
Not enough data
7.9
12
Automation
Not enough data
7.8
12
Not enough data
8.3
12
Not enough data
7.9
13
Artificial Intelligence
Not enough data
8.2
13
Not enough data
8.0
14
Not enough data
8.1
14
Generative AI
Feature Not Available
Feature Not Available
Feature Not Available
7.7
63
Feature Not Available
Feature Not Available
Communication
8.8
17
8.6
776
|
Verified
9.4
16
8.4
794
|
Verified
8.7
14
8.1
552
9.8
16
8.4
573
|
Verified
8.9
14
8.0
356
Internal Use
8.6
20
8.0
1457
|
Verified
10.0
14
8.4
689
|
Verified
8.2
13
8.0
490
9.5
14
8.4
735
9.6
14
8.6
662
|
Verified
9.5
14
8.2
689
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
Not enough data
8.5
1408
Not enough data
8.4
1346
Not enough data
8.0
938
Not enough data
7.7
559
Not enough data
7.9
692
Self-Service Platform
Not enough data
8.2
740
Not enough data
8.2
755
Not enough data
7.6
574
Not enough data
8.1
720
Generative AI
Not enough data
6.8(won by default)
37
Not enough data
6.8(won by default)
38
Process
Not enough data
8.4(won by default)
521
Not enough data
9.0(won by default)
697
Not enough data
8.8(won by default)
646
Channels
Not enough data
9.0(won by default)
697
Not enough data
8.3(won by default)
542
Not enough data
8.7(won by default)
521
Not enough data
8.2(won by default)
444
Not enough data
8.3(won by default)
380
Insight
Not enough data
8.2(won by default)
497
Not enough data
8.3(won by default)
608
Not enough data
8.4(won by default)
521
Not enough data
8.7(won by default)
628
Generative AI
Not enough data
7.5
48
Not enough data
7.4
47
Categories
Categories
Shared Categories
Pylon and Zendesk Support Suite are categorized as Live Chat, Help Desk, and Conversational Support
Unique Categories
Pylon is categorized as Customer Communications Management
Zendesk Support Suite is categorized as Digital Customer Service Platforms, Genesys AppFoundry Marketplace, Shared Inbox, Complaint Management, Contact Center Knowledge Base, IT Service Management (ITSM) Tools, Chatbots, Google Workspace for Sales, Google Workspace Communication Tools, Social Customer Service, Customer Self-Service, Proactive Notification, AI Agents, and Customer Service Automation
Reviews
Reviewers' Company Size
Pylon
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk Support Suite
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
66.0%
Information Technology and Services
24.0%
Financial Services
6.0%
Computer & Network Security
4.0%
‐
Other
0.0%
Computer Software
14.1%
Information Technology and Services
12.5%
Financial Services
5.8%
Retail
4.9%
Consumer Services
4.5%
Other
58.2%
Most Helpful Reviews
Pylon
Most Helpful Favorable Review
Pritak P.
Verified User in Computer Software
Pylon works with all of our existing systems seamlessly. We use Intercom to support all our self-service customers and Pylon just works with all the workflows, processes, and reporting we have set up already. The team is also hyper responsive in answering...
Most Helpful Critical Review
Zendesk Support Suite
Most Helpful Favorable Review
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Most Helpful Critical Review
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Pritak P.
Verified User in Computer Software
Pylon works with all of our existing systems seamlessly. We use Intercom to support all our self-service customers and Pylon just works with all the workflows, processes, and reporting we have set up already. The team is also hyper responsive in answering...
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Discussions
Pylon has no discussions with answers
Is zendesk any good?
8 comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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