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Sendbird vs Zendesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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

Sendbird
Ranking in Help Desk Software
13th
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
7
Ranking in other categories
Enterprise Social Software (10th)
Zendesk
Ranking in Help Desk Software
10th
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
59
Ranking in other categories
CRM Customer Engagement Centers (5th), CRM (20th), IT Service Management (ITSM) (8th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (2nd), Community Platforms (3rd)
 

Mindshare comparison

As of February 2025, in the Help Desk Software category, the mindshare of Sendbird is 0.1%, down from 0.1% compared to the previous year. The mindshare of Zendesk is 4.1%, down from 4.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Pranay Koley - PeerSpot reviewer
Facilitates user communication with rich features
In our company, we are using Sendbird for building a chat feature within our salon application.  I am using the Flutter framework to implement the chat feature, which facilitates communication between users and businesses, specifically salon shops There are many useful features with Sendbird. I…
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.

Quotes from Members

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

Pros

"The Sendbird developer portal provides each step, including methods, making it easy to implement."
"Sendbird is very flexible, and they have made great strides towards optimization."
"The most valuable feature for us, besides chat, was file transfer, as we used it for sending files and images in chats."
"There are many useful features with Sendbird."
"The backend system was managed by Sendbird, eliminating the need for caching systems or local storage on user devices."
"Features similar to WhatsApp, such as online and offline statuses, message reactions, and replies, add significant value."
"Sendbird is reliable and generally crash-free."
"Sendbird provides many features for real-time messaging, such as receipt ID and typing indicators."
"Zendesk Support has a lot of good APIs."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"The initial setup is simple and straightforward."
"The stability has been very good."
"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."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The product offers very good management. It has a great ability to assign tickets based on content."
 

Cons

"The documentation for integrating with the Flutter framework is lacking detailed information."
"I thought that there should be the audio and the video call functionality as well."
"Their pricing is very high compared to competitors, which is a concern for us."
"A major issue was the requirement for a separate connection to Sendbird, resulting in a delay when initiating the chat."
"More analytics tools could be integrated into Sendbird."
"The documentation for integrating with the Flutter framework is lacking detailed information. Initially, I struggled to connect users and manage tokens for active and offline sessions, which caused frustration."
"At times, there are unexpected behaviors where the documentation suggests something different from how the SDK actually behaves, requiring us to create workarounds."
"Impersonating a user or using a template user to send messages for development purposes would be very useful."
"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."
"You couldn't give administrative access to new hires."
"It wasn't easy to set up so we're only using a third of all of the features,"
"Report generation is still slightly tricky and not very customizable as per my inquiries."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"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."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
 

Pricing and Cost Advice

"There is a starter plan for $399 per month, and a pro plan for $799 dollars."
"From what I hear, Zendesk's pricing is a little expensive."
"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."
"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."
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Top Industries

By visitors reading reviews
No data available
Computer Software Company
22%
Educational Organization
13%
Financial Services Firm
8%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What is your experience regarding pricing and costs for Sendbird?
Testing Sendbird is challenging due to the trial limitations of only one hundred users. The subscription cost is quite high, which prevents us from subscribing before the project completion and use...
What needs improvement with Sendbird?
The documentation for integrating with the Flutter framework is lacking detailed information. Initially, I struggled to connect users and manage tokens for active and offline sessions, which caused...
What is your primary use case for Sendbird?
In our company, we are using Sendbird for building a chat feature within our salon application. I am using the Flutter framework to implement the chat feature, which facilitates communication betwe...
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 ...
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.
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 ...
 

Comparisons

No data available
 

Also Known As

Sendbird Calls, Sendbird Desk
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

 

Sample Customers

Information Not Available
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about Sendbird vs. Zendesk and other solutions. Updated: January 2025.
837,501 professionals have used our research since 2012.