Try our new research platform with insights from 80,000+ expert users

Zendesk vs Zoho Desk comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

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

Scalability Issues

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

Valuable Features

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

Room For Improvement

Sentiment score
5.0
Zendesk struggles with performance, integration, customization, communication, mobile app delays, pricing, reporting, and training, affecting overall efficiency.
No sentiment score available
 

Stability Issues

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

Customer Service

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

Setup Cost

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

Categories and Ranking

Zendesk
Ranking in CRM Customer Engagement Centers
5th
Ranking in Help Desk Software
11th
Average Rating
8.2
Reviews Sentiment
7.5
Number of Reviews
59
Ranking in other categories
CRM (21st), IT Service Management (ITSM) (9th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (2nd), Community Platforms (2nd)
Zoho Desk
Ranking in CRM Customer Engagement Centers
6th
Ranking in Help Desk Software
6th
Average Rating
8.4
Number of Reviews
19
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the CRM Customer Engagement Centers category, the mindshare of Zendesk is 7.2%, down from 14.1% compared to the previous year. The mindshare of Zoho Desk is 1.4%, down from 3.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
 

Featured Reviews

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.
Babatunde-Olugbode - PeerSpot reviewer
End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform
For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.
report
Use our free recommendation engine to learn which CRM Customer Engagement Centers solutions are best for your needs.
816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
22%
Educational Organization
10%
Financial Services Firm
8%
Manufacturing Company
7%
Educational Organization
59%
Computer Software Company
12%
Manufacturing Company
5%
Comms Service Provider
3%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

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 ...
What do you like most about Zoho Desk?
The most valuable features of Zoho Desk are archiving queries and analytics.
What needs improvement with Zoho Desk?
Sometimes, the solution has some email issues in a new data center.
 

Comparisons

 

Also Known As

Zendesk Support, Zendesk Guide, Zendesk Sell
No data available
 

Learn More

 

Overview

 

Sample Customers

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket
Find out what your peers are saying about Zendesk vs. Zoho Desk and other solutions. Updated: October 2024.
816,406 professionals have used our research since 2012.