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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: October 2024).
Buyer's Guide
Pipedrive vs. Zendesk
October 2024
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Helped 814,763 peers since 2012
 

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
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
Jun 1, 2023
An easy- to- use and scalable cloud-based CRM tool for managing and tracking
For all actions with the clients and for having good faculty pipelines, organizing the sales support units The usability of the solution is its valuable feature. For example, in such a big company as retail, because our sales team had not the experience or the culture of using such a tool as CRM,…
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Ahmed Nassar - PeerSpot reviewer
Oct 17, 2023
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 solution is very stable."
"The usability of the solution is its valuable feature."
"The most valuable feature is the ability to create timelines and custom fields."
"It's very flexible and we can really fit it into our business model."
"The most useful thing is the ability to create multiple pipelines and the flexibility in filtering and reporting."
"The initial setup is straightforward."
"It is a stable platform."
"The solution is pretty easy to use and intuitive."
More Pipedrive pros
"It is a scalable solution."
"We rarely had issues with Zendesk."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The initial setup is simple and straightforward."
"It's a very stable tool, very powerful."
"The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
More Zendesk pros
 

Cons

"Reporting capabilities of the solution could be improved."
"The integration possibilities with other systems could be better as well. We use it in connection with Octopus CRM, and there's room for improvement."
"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."
"Pipedrive has some weaknesses against Salesforce. The documentation of Pipedrive could improve. They need more qualified documentation because I had to fix my colleague's work to correct the reports because they did not find how they can do it, or develop reports. There are some misunderstandings about how to do reporting."
"New features sometimes seem bolted on rather than being smooth."
"Pipedrive could be more efficient. I want the management to be more transparent so it's easier to monitor the sales team's activities and results and do business forecasting. It would help them to improve the quality of the sales cycle."
"The automation process is challenging."
"You must pay more if you need an additional feature."
More Pipedrive cons
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"The support team is time-consuming, and they don't find the answer to our problem."
"It wasn't easy to set up so we're only using a third of all of the features,"
"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."
"You couldn't give administrative access to new hires."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"The dashboard could be better."
"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."
More Zendesk cons
 

Pricing and Cost Advice

"The solution's pricing is excellant. It costs 65 dollars a month for top tier plan."
"On a scale of one to ten, where one is a low price, and ten is a high price, two or three. For us, everything is expensive because this is a startup, but for a normal company, it should be peanuts."
"Pipedrive is the most cost-effective in terms of the balance between cost and features. I would take Pipedrive over HubSpot or Zoho CRM. It's well-positioned on the market."
"As of now, the pricing and value are quite good."
"We pay $1000 a month for the tool."
"The solution is affordable."
"The product is expensive but provides valuable services."
"The price of Pipedrive has been reasonable."
More Pipedrive pricing and cost advice
"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."
"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."
"From what I hear, Zendesk's pricing is a little expensive."
"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."
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Top Industries

By visitors reading reviews
Educational Organization
65%
Computer Software Company
7%
Government
4%
Non Profit
2%
Computer Software Company
22%
Educational Organization
11%
Financial Services Firm
7%
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.
See all answers
What is your experience regarding pricing and costs for Pipedrive?
The pricing is satisfactory.
See all answers
What needs improvement with Pipedrive?
New features sometimes seem bolted on rather than being smooth.
See all answers
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 ...
See all answers
What is your experience regarding pricing and costs for Zendesk Support?
From what I hear, Zendesk's pricing is a little expensive. One of the reasons for shifting from Zendesk to Talkdesk was cost efficiency.
See all answers
What needs improvement with Zendesk Support?
Sometimes, the calls do not record, and your conversation is cut midway. When you want to do a call calibration, you realize that the call is incomplete. Zendesk's stability on inbound calls could ...
See all answers
 

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Product Reports

Buyer's Guide
Pipedrive
October 2024
Pipedrive reportDownload Pipedrive product report
Buyer's Guide
Zendesk
October 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
October 2024
Free Report: Pipedrive vs. Zendesk
Find out what your peers are saying about Pipedrive vs. Zendesk and other solutions. Updated: October 2024.
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