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Pipedrive vs Zendesk comparison

Pipedrive and Zendesk are both solutions in the CRM category. Pipedrive is ranked #17 with an average rating of 8.1, while Zendesk is ranked #21 with an average rating of 7.7. Pipedrive holds a 0.8% mindshare in CRM, compared to Zendesk’s 1.4% mindshare. Additionally, 78% of Pipedrive users are willing to recommend the solution, compared to 93% of Zendesk users who would recommend it.
Pipedrive
Read 13 Pipedrive reviews
  • 1,089 Views
  • 299 Comparison Views
78% willing to recommend
Zendesk
Read 59 Zendesk reviews
  • 629 Views
  • 430 Comparison Views
93% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between Pipedrive and Zendesk based on real PeerSpot user reviews.

Find out in this report how the two CRM solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

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To learn more, read our detailed Pipedrive vs. Zendesk Report (Updated: November 2024).
Buyer's Guide
Pipedrive vs. Zendesk
November 2024
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Helped 816,636 peers since 2012

Review summaries and opinions

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

Customer Service

No sentiment score available
No sentiment score available
Zendesk support is generally praised for responsiveness and efficiency, though some users prefer more personalized assistance over documentation.
 

Room For Improvement

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Sentiment score
5.0
Zendesk struggles with performance, integration, customization, communication, mobile app delays, pricing, reporting, and training, affecting overall efficiency.
 

Scalability Issues

No sentiment score available
Sentiment score
8.8
Zendesk is praised for scalability and customization but faces challenges with complex changes; some switch to alternatives like Salesforce.
 

Setup Cost

No sentiment score available
No sentiment score available
Enterprise buyers experience varying Zendesk pricing, from $70-$200 per agent, and should negotiate for features and value.
 

Stability Issues

No sentiment score available
Sentiment score
6.2
Zendesk is largely reliable, though occasional hangs and misclassification issues highlight room for improvement in performance.
 

Valuable Features

No sentiment score available
Sentiment score
8.5
Zendesk offers comprehensive ticket management, integrations, analytics, and security, enhancing productivity and providing seamless, multi-channel support for businesses.
 

Categories and Ranking

Pipedrive
Ranking in CRM
17th
Ranking in Sales Force Automation
6th
Average Rating
8.2
Number of Reviews
13
Ranking in other categories
Local Government CRM (6th), Opportunity Management (5th)
Zendesk
Ranking in CRM
21st
Ranking in Sales Force Automation
7th
Average Rating
8.2
Reviews Sentiment
7.5
Number of Reviews
59
Ranking in other categories
CRM Customer Engagement Centers (5th), Help Desk Software (11th), IT Service Management (ITSM) (9th), Reporting (13th), Knowledge Management Software (2nd), Community Platforms (2nd)
 

Mindshare comparison

As of November 2024, in the CRM category, the mindshare of Pipedrive is 0.8%, down from 1.2% compared to the previous year. The mindshare of Zendesk is 1.4%, down from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Featured Reviews

Vykintas Arlauskas - PeerSpot reviewer
An easy- to- use and scalable cloud-based CRM tool for managing and tracking
I have noticed that Pipedrive is doing a lot in terms of web cybersecurity and integration with other tools, which is good. However, we haven't integrated it with our ERP system yet, so that might pose a challenge. We'll have to see how it goes. The Integration with artificial intelligence should be available in the next release. In future releases, I would like to have a highly intelligent integration service where you can easily connect PipeDrive with other tools, even if you are not a developer. Perhaps, in the future, this could be achieved through artificial intelligence.
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Ahmed Nassar - PeerSpot reviewer
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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Top Industries

By visitors reading reviews
Educational Organization
66%
Computer Software Company
7%
Government
4%
Manufacturing Company
2%
Computer Software Company
22%
Educational Organization
11%
Financial Services Firm
8%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Pipedrive?
The most valuable feature is the ability to create timelines and custom fields.
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What is your experience regarding pricing and costs for Pipedrive?
The pricing is satisfactory.
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What needs improvement with Pipedrive?
New features sometimes seem bolted on rather than being smooth.
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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.
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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 ...
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Product Reports

Buyer's Guide
Pipedrive
November 2024
Pipedrive reportDownload Pipedrive product report
Buyer's Guide
Zendesk
November 2024
Zendesk reportDownload Zendesk product report
 

Also Known As

PipelineDeals
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Learn More

Pipedrive
Zendesk
 

Overview

Pipedrive CRM, a SOC 2 Certified Service Provider, is built around activity-based selling. It ensures total visibility through its Pipeline Management tool with a clear visual interface that prompts you to take action, remain organized and stay in control of a complex sales process, Sales Reporting that provides visual report, understands pipeline metrics, tracks and tests sales process and shows sales split by product. Pipedrive CRM boosts productivity, optimizes the Sales Process, It has an import/export feature that safeguards against human error. It is fully customizable, has multiple usage possibilities and can automatically creates contacts in your pipeline.

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.

 

Sample Customers

Samsung, Amazon, SkyScanner, TDW, Vimeo, ReMax, Festo
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Buyer's Guide
Pipedrive vs. Zendesk
November 2024
Free Report: Pipedrive vs. Zendesk
Find out what your peers are saying about Pipedrive vs. Zendesk and other solutions. Updated: November 2024.
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