Zendesk vs Zoho Desk comparison

Zendesk and Zoho are both solutions in the CRM Customer Engagement Centers category. Zendesk is ranked #7 with an average rating of 7.7, while Zoho is ranked #6 with an average rating of 8.3. Zendesk holds a 5.4% mindshare in CCEC, compared to Zoho’s 1.5% mindshare. Additionally, 93% of Zendesk users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

Zendesk

Read 59 Zendesk reviews

216 Views
178 Comparison Views

93% willing to recommend

Zoho Desk

Read 20 Zoho Desk reviews

70 Views
41 Comparison Views

90% 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: March 2025).

Buyer's Guide

Zendesk vs. Zoho Desk

March 2025

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Helped 845,040 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

7th

Ranking in Help Desk Software

9th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM (20th), IT Service Management (ITSM) (7th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (3rd), Community Platforms (3rd)

Zoho Desk

Ranking in CRM Customer Engagement Centers

6th

Ranking in Help Desk Software

7th

Average Rating

8.2

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the CRM Customer Engagement Centers category, the mindshare of Zendesk is 5.4%, down from 11.3% compared to the previous year. The mindshare of Zoho Desk is 1.5%, down from 2.2% 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.

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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.

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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

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

"Zendesk Support has a lot of good APIs."

"It's very convenient to use."

"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."

"We rarely had issues with Zendesk."

"It's a very stable tool, very powerful."

"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."

"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."

More Zendesk pros

"It is a scalable platform."

"The deployment process is swift, typically taking just one day, and includes customization and automation setup."

"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."

"The product has a lot of features."

"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."

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

"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."

"The product is quite stable."

More Zoho Desk pros

Cons

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

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."

"The price of the solution should be reduced."

"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."

"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."

"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."

More Zendesk cons

"There is room for improvement with the pricing."

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

"The solution could improve its stability and scalability."

"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."

"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."

"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."

"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."

"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."

More Zoho Desk cons

Pricing and Cost Advice

"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."

"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."

"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."

"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."

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

"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."

"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."

"The solution costs INR 8400 per user."

"Zoho Desk is a cost-effective solution."

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

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

23%

Educational Organization

12%

Financial Services Firm

Manufacturing Company

Educational Organization

59%

Computer Software Company

10%

Manufacturing Company

Media Company

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 ...

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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?

The price point is a concern. The licensing model is quite easy, however, the pricing issue remains the main concern.

See all answers

What needs improvement with Zoho Desk?

The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.

See all answers

Comparisons

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Compared 20% of the time

JIRA Service Management vs Zendesk

Compared 9% of the time

Atlassian Confluence vs Zendesk

Compared 8% of the time

Freshservice vs Zendesk

Compared 8% of the time

Microsoft Dynamics 365 Customer Service vs Zendesk

Compared 7% of the time

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ServiceNow vs Zoho Desk

Compared 56% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 11% of the time

JIRA Service Management vs Zoho Desk

Compared 9% of the time

Freshdesk vs Zoho Desk

Compared 9% of the time

ManageEngine SupportCenter Plus vs Zoho Desk

Compared 8% of the time

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Product Reports

Buyer's Guide

Zendesk

March 2025

Download Zendesk product report

Buyer's Guide

Zoho Desk

March 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

March 2025

Free Report: Zendesk vs. Zoho Desk

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