Zendesk vs Zoho Desk comparison

Zendesk and Zoho are both solutions in the CRM Customer Engagement Centers category. Zendesk is ranked #5 with an average rating of 7.7, while Zoho is ranked #6 with an average rating of 8.5. Zendesk holds a 6.3% mindshare in CCEC, compared to Zoho’s 1.2% mindshare. Additionally, 93% of Zendesk users are willing to recommend the solution, compared to 95% of Zoho users who would recommend it.

Zendesk

Read 59 Zendesk reviews

289 Views
223 Comparison Views

93% willing to recommend

Zoho Desk

Read 19 Zoho Desk reviews

78 Views
40 Comparison Views

95% willing to recommend

Zendesk

Zoho Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Zoho Desk and Zendesk compete in the customer support solutions category. Zoho Desk appeals through cost-effectiveness, while Zendesk offers a comprehensive solution with its advanced features justifying its higher cost.

Features: Zoho Desk provides AI-powered chatbots, ticket management for task automation, and robust telephonic integrations such as AWS Connect. Zendesk offers integrated communication tools, advanced analytics for operational insights, and extensive integration options with business applications like Microsoft Teams and JIRA.

Room for Improvement: Zoho Desk could benefit from enhanced integration capabilities and expanded analytics tools. Improved ticket handling workflows and broader third-party integrations could also enhance its usability. Zendesk's areas for improvement include simplifying its configuration steps, enhancing user interface customization, and streamlining its deployment process which may be complex for some users.

Ease of Deployment and Customer Service: Zoho Desk is known for straightforward deployment and reliable support channels. Customers can quickly get started with minimal technical know-how. Zendesk features comprehensive support resources, though deployment can be complex, necessitating more detailed documentation to help users navigate its extensive setup.

Pricing and ROI: Zoho Desk offers lower initial setup costs and favorable ROI due to its cost-effective pricing plans, appealing to budget-conscious buyers. Zendesk, despite higher setup costs, provides long-term value through its comprehensive feature set, making it suitable for businesses needing advanced functionality.

To learn more, read our detailed Zendesk vs. Zoho Desk Report (Updated: January 2025).

Buyer's Guide

Zendesk vs. Zoho Desk

January 2025

Download the complete report

Helped 831,997 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:

Categories and Ranking

Zendesk

Ranking in CRM Customer Engagement Centers

5th

Ranking in Help Desk Software

10th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM (21st), IT Service Management (ITSM) (8th), 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

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of January 2025, in the CRM Customer Engagement Centers category, the mindshare of Zendesk is 6.3%, down from 13.9% compared to the previous year. The mindshare of Zoho Desk is 1.2%, down from 2.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

Ahmed Nassar

Technical Consultant at Spectrum Group

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.

Read full review

Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

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.

Read full review

Quotes from Members

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

Pros

"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."

"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."

"It is a scalable solution."

"The product offers very good management. It has a great ability to assign tickets based on content."

"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 use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."

"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."

"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."

More Zendesk pros

"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."

"The product has a lot of features."

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

"The initial setup is easy."

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

"The solution doesn't have any bugs."

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

"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."

More Zoho Desk pros

Cons

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

"The dashboard could be better."

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

"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 solution could integrate better with QR codes from some websites such as Facebook."

"The price of the solution should be reduced."

"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."

More Zendesk cons

"There is room for improvement with the pricing."

"It could be easier to link Zoho Desk and Outlook."

"The solution could improve its stability and scalability."

"Zoho Desk should provide more integrations and improve the Zoho project integration."

"Zoho Desk lacks lookup fields for the layouts."

"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."

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

"Zoho Desk needs to be enhanced to support IT service management policies."

More Zoho Desk cons

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."

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

"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."

"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."

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

"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."

"The solution costs INR 8400 per user."

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

"Zoho Desk is a cost-effective solution."

"Zoho Desk's cost is pretty much okay."

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

"Zoho Desk's pricing is more flexible."

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

22%

Educational Organization

12%

Financial Services Firm

Manufacturing Company

Educational Organization

60%

Computer Software Company

10%

Manufacturing Company

Comms Service Provider

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 ...

See all answers

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.

See all answers

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 ...

See all answers

What do you like most about Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

See all answers

What is your experience regarding pricing and costs for Zoho Desk?

Zoho Desk is a cost-effective solution.

See all answers

What needs improvement with Zoho Desk?

Sometimes, the solution has some email issues in a new data center.

See all answers

Comparisons

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Freshservice vs Zendesk

Compared 8% of the time

BMC Helix ITSM vs Zendesk

Compared 6% of the time

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JIRA Service Management vs Zoho Desk

Compared 16% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 11% of the time

ManageEngine SupportCenter Plus vs Zoho Desk

Compared 9% of the time

Freshdesk vs Zoho Desk

Compared 8% of the time

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Product Reports

Buyer's Guide

Zendesk

January 2025

Download Zendesk product report

Buyer's Guide

Zoho Desk

January 2025

Download Zoho Desk product report

Also Known As

Zendesk Support, Zendesk Guide, Zendesk Sell

No data available

Overview

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.

Zendesk

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho

Sample Customers

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

Zendesk vs. Zoho Desk

January 2025

Free Report: Zendesk vs. Zoho Desk

Find out what your peers are saying about Zendesk vs. Zoho Desk and other solutions. Updated: January 2025.

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