We performed a comparison between Zendesk and Zoho Desk based on real PeerSpot user reviews.
Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
"The stability has been very good."
"Zendesk Support has a lot of good APIs."
"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."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"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."
"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."
"It's a very stable tool, very powerful."
"The product offers very good management. It has a great ability to assign tickets based on content."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"The solution doesn't have any bugs."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"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."
"It is a scalable platform."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"The initial setup is easy."
"The solution itself wasn't easy to set up."
"The price of the solution should be reduced."
"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."
"It wasn't easy to set up so we're only using a third of all of the features,"
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"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."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"It could be easier to link Zoho Desk and Outlook."
"The solution should provide an option to autofill some values while creating tickets."
"As per customer requirements, it may have some limitations."
"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."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"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."
Zendesk is ranked 4th in CRM Customer Engagement Centers with 57 reviews while Zoho Desk is ranked 6th in CRM Customer Engagement Centers with 19 reviews. Zendesk is rated 8.2, while Zoho Desk is rated 8.4. The top reviewer of Zendesk writes "Stable tool, making it reliable for handling tasks but difficult initial setup". On the other hand, the top reviewer of Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshservice and Freshdesk. See our Zendesk vs. Zoho Desk report.
See our list of best CRM Customer Engagement Centers vendors and best Help Desk Software vendors.
We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
