Zendesk vs Zoho Desk comparison

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

"It is a scalable solution."

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

"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."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

"The initial setup is simple and straightforward."

"We rarely had issues with Zendesk."

"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."

"Zoho Desk is very flexible, just like the other applications of Zoho."

"The product provides communication features like chats and calls."

"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."

"The product has a lot of features."

"The ticketing feature is very easy to use, compared to other systems."

"The most valuable feature of Zoho Desk is the parent and child task management feature."

"The product is quite stable."

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

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

"Report generation is still slightly tricky and not very customizable as per my inquiries."

"They have something called Zendesk Explore, which isn't as good as what they had in place previously."

"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."

"It needs to improve in terms of its flexibility, price, and installation."

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

"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."

"They could enhance the product’s features to customize the automated email responses."

"I would like to have integrated support, and integration between the ticketing tool and the project management tool."

"The solution could improve its stability and scalability."

"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."

"As per customer requirements, it may have some limitations."

"Zoho Desk lacks lookup fields for the layouts."

"There is room for improvement in customer service and support. It could be more knowledgeable."

"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."

"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."

"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."

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

"Zoho Desk's pricing is more flexible."

"The product costs $10 to $25 per user per month."

"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."

"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."

"Zoho Desk is a cost-effective solution."

"The solution is relatively cheap. However, there are additional licensing fees involved."

"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."

"Price-wise, Zoho Desk is about 35 USD a month per user."