Support software usually solves half the problem beautifully: it collects, routes and measures what customers ask. The other half is that answering almost always requires someone who is not in the support tool — the person who has the file, the one who knows the delivery, the one who issued the invoice. Zendesk is excellent at the first half. Delorean bets on the second.
| Zendesk | Delorean | |
|---|---|---|
| Inbox | Multi-channel, with routing rules and views | What arrives from outside, including WhatsApp Business, in one inbox |
| Resolving it | Macros, triggers, SLA policies, satisfaction surveys | Turn it into a ticket, and the person who resolves it already has the document and the chat |
| Help centre | A complete self-service knowledge base | Not yet — a real gap if self-service is your strategy |
| Reporting | Deep: response times, SLA compliance, agent performance | Simpler: what is open and whose it is |
| The rest of the company | A separate tool, integrated if you build it | The same product: finance, logistics and HR are one click away |
| For whom | Support teams at scale, with SLAs to honour | Companies where the same people who do the work also answer |
Written from each product's public documentation. They are mature tools and this page says where they are still better. No prices here: they change on their own and the page would end up lying without anyone touching it.
For a company where support is part of everyone's job, yes. For a dedicated support team with SLA commitments, macros and a public help centre, Zendesk is more complete.
A public help centre, macros and triggers, formal SLA policies, satisfaction surveys, deep agent reporting, and dozens of channels out of the box.
It removes the wall between "the person who answers" and "the person who resolves". The ticket, the document, the delivery and the invoice are in the same product with the same permissions.
Yes, through WhatsApp Business — which for most companies in Latin America is where the customer actually writes.
Yes, and it lands in the same ticket system the rest of the company already uses.
Not with the depth of a support suite. If your contract has an SLA attached to it, Zendesk measures that properly.
Yes, with the roles the company already has.
Not yet. Today the company's public page and its documents cover part of it, but it is not a self-service help centre.
Yes, the whole product does.
Yes — turn on the customer support module and leave the rest off. Modules are independent.