Knowage vs Zendesk comparison

Knowage and Zendesk are both solutions in the Reporting category. Knowage is ranked #24, while Zendesk is ranked #13 with an average rating of 7.7. Knowage holds a 0.8% mindshare in RT, compared to Zendesk’s 0.2% mindshare. Additionally, 85% of Knowage users are willing to recommend the solution, compared to 93% of Zendesk users who would recommend it.

Knowage

Read 18 Knowage reviews

468 Views
360 Comparison Views

85% willing to recommend

Zendesk

Read 60 Zendesk reviews

92 Views
82 Comparison Views

93% willing to recommend

Knowage

Zendesk

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Executive SummaryUpdated on Mar 4, 2025

Knowage and Zendesk compete in the analytics and customer support software categories. Zendesk appears to have an advantage in terms of customer support features and deployment ease, whereas Knowage provides stronger analytics capabilities.

Features: Knowage offers advanced data analysis tools, comprehensive reporting options, and extensive data management capabilities. Zendesk provides efficient ticketing systems, seamless integrations with other applications, and a powerful self-service platform.

Room for Improvement: Knowage can enhance user interface intuitiveness, streamline its complex analytics setup, and improve customer support documentation. Zendesk would benefit from more flexible pricing models, enhanced analytics features, and improved multi-channel integration capabilities.

Ease of Deployment and Customer Service: Zendesk offers a simple deployment process with robust customer service support, enhancing onboarding. Knowage, though requiring more setup time, supports tailored data solutions contributing to deep data-driven insights post-deployment.

Pricing and ROI: Knowage is cost-effective with no licensing fees as it is open-source, providing long-term data insight value. Zendesk's higher cost is mitigated by strong ROI from enhanced customer service, driven by efficient support system capabilities.

To learn more, read our detailed Knowage vs. Zendesk Report (Updated: March 2025).

Buyer's Guide

Knowage vs. Zendesk

March 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Knowage

Ranking in Reporting

24th

Average Rating

7.6

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

BI (Business Intelligence) Tools (32nd)

Zendesk

Ranking in Reporting

13th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th), CRM (20th), Help Desk Software (9th), IT Service Management (ITSM) (7th), Sales Force Automation (7th), Knowledge Management Software (3rd), Community Platforms (3rd)

Mindshare comparison

As of April 2025, in the Reporting category, the mindshare of Knowage is 0.8%, down from 0.9% compared to the previous year. The mindshare of Zendesk is 0.2%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Reporting

Featured Reviews

AbdulshukoorMohammed

General Manager Information Technology & Enterprise Applications Manager at OXFORD HOLDING

Easy to customize, cross-platform capable, and very stable

The only challenge here is that it's a Java-based platform. It requires very high technical skills. When we come to the integration with the single sign-on facilities, that part is very challenging. In Power BI and other tools, it's very easy to integrate with active directory and single sign-on, and identity management is very easy in other business intelligence tools. However, when it comes to Knowage, it's a bit heavy, it's time-consuming sometimes, it's not very fast, and definitely not as fast as other business intelligence tools in terms of getting graphical reports. The solution could be cheaper.

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Ahmed Nassar

Technical Consultant at Spectrum Group

Stable tool, making it reliable for handling tasks but difficult initial setup

It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors. Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The concept of engines is quite powerful allowing the user to work with report authoring/provisioning tools of their choice."

"We can easily do our own customizations."

"I can't name the features the way the Knowage community calls them because I still don't know the lingo. However, I can describe them. I like the ability to join more than one report, set all fields on one end, and replicate that on the other reports. I like that a lot. I think it's one of the features that got me using Knowage. They have tables, and I like that too. They took SQL scripts and many other scripts and enabled them to even correlate with Python. That's also one of the best things about Knowage. You could also decide to get information per user role, and this is also a feature that I like in Knowage."

"The embedding feature is great."

"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."

"Zendesk has been invaluable in automating communications such as email and phone calls."

"It's very convenient to use."

"Zendesk Support has a lot of good APIs."

"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."

"We rarely had issues with Zendesk."

"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."

More Zendesk pros

Cons

"The only challenge here is that it's a Java-based platform. It requires very high technical skills."

"Development of SpagoBI has now been moved to Knowage. Users interested in further developments of the platform will have to look there."

"It would be better if more resources were available to help us learn how to use it. I wanted to use Knowage for a more extended period, but learning materials around the product were not really available and were not really straightforward. I've also seen inconsistencies between versions. For example, under the tools, especially in the cockpit, the way you create reports is now different. You will also find some configurations within a particular state, like a line chart, which differs from version to version. I think consistency is an essential feature in a product, especially for business intelligence products."

"The dashboard components could be better."

"You couldn't give administrative access to new hires."

"The solution could integrate better with QR codes from some websites such as Facebook."

"The price of the solution should be reduced."

"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."

"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."

"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."

"The support team is time-consuming, and they don't find the answer to our problem."

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."

More Zendesk cons

Pricing and Cost Advice

"It allows the implementation of an effective reporting system using internal skills at a limited upfront cost."

"Knowage is open-source, and an enterprise edition is also available."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"The price is very competitive."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"From what I hear, Zendesk's pricing is a little expensive."

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Top Industries

By visitors reading reviews

Computer Software Company

18%

Government

14%

Real Estate/Law Firm

Hospitality Company

Computer Software Company

23%

Educational Organization

12%

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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What do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...

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What is your experience regarding pricing and costs for Zendesk Support?

I am not currently aware of the exact pricing, but since we are still using Zendesk, it appears to be at a reasonable price point.

See all answers

What needs improvement with Zendesk Support?

Report generation is still slightly tricky and not very customizable as per my inquiries. It would be advantageous to have an AI layer that can analyze incoming requests and generate summaries, as ...

See all answers

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Product Reports

Buyer's Guide

Knowage

April 2025

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Buyer's Guide

Zendesk

March 2025

Download Zendesk product report

Also Known As

SpagoBI

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Knowage (formerly SpagoBI) has a 14-years history. The actual release is the 6.3.

Knowage offers FULL ANALYTICAL CAPABILITIES, with a special focus on big data analytics and comprehensive support to rich and multi-source data analysis. Knowage provides different modules, each one focused on a specific domain but mutually combinable (Big Data, Smart Intelligence, Enterprise Reporting, Location Intelligence, Performance Management, Predictive Analysis). Moreover, Knowage is an OPEN SOURCE solution: the source code is freely accessible, everyone is allowed to join the community and build the own business solution to ensure strategic decision-making and improved productivity.

Knowage suite is supported by Engineering Group, the leading Italian software and services company, with about 10,000 people and more than 50 offices worldwide. Maintenance and support services (such as trainings, migration support, proof-of-concepts, etc) are provided by Engineering Group (KNOWAGE Labs) under subscription.

Knowage

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Zendesk

Sample Customers

FIAT Group, Italian air navigation service provider, Ministry of Education and Science of the Russian Federation, Telecom Italia, ASL Genovese, San Giovanni Battista University Hospital

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

Buyer's Guide

Knowage vs. Zendesk

March 2025

Free Report: Knowage vs. Zendesk

Find out what your peers are saying about Knowage vs. Zendesk and other solutions. Updated: March 2025.

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