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Zendesk vs Zoomin 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:
 

Categories and Ranking

Zendesk
Ranking in Knowledge Management Software
3rd
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
60
Ranking in other categories
CRM Customer Engagement Centers (7th), CRM (20th), Help Desk Software (9th), IT Service Management (ITSM) (7th), Sales Force Automation (7th), Reporting (13th), Community Platforms (3rd)
Zoomin
Ranking in Knowledge Management Software
7th
Average Rating
9.0
Reviews Sentiment
7.1
Number of Reviews
1
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of April 2025, in the Knowledge Management Software category, the mindshare of Zendesk is 12.8%, down from 19.9% compared to the previous year. The mindshare of Zoomin is 3.0%, up from 1.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Knowledge Management Software
 

Featured Reviews

JohanSkibdahl - PeerSpot reviewer
Automating customer support with advanced AI capabilities and seamless communication
Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo ( /products/klaviyo-reviews ), enhancing our workflows.
Deepak_Patel - PeerSpot reviewer
A knowledge management software that provides great scalability options to its users
Right now, I work for a company that sells products like access control systems, time attendants, telecoms, and CCTVs for video surveillance. My company needs to contact the concerned people of companies in the USA and Canada who would like to purchase our products. Our company is in India, so we want the directories which are being used in the USA to be able to trace potential buyers of our products. I recommend the solution to those planning to use it. Due to some loading-related issues, we have faced with the solution in our company, I rate the overall solution a nine out of ten.

Quotes from Members

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

Pros

"The product offers very good management. It has a great ability to assign tickets based on content."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"Zendesk Support has a lot of good APIs."
"It's a very stable tool, very powerful."
"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."
"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."
"Zendesk has been invaluable in automating communications such as email and phone calls."
"Scalability-wise, I rate the solution a ten out of ten."
 

Cons

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"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."
"The dashboard could be better."
"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."
"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."
"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 itself wasn't easy to set up."
"The solution's stability is an area with shortcomings that need improvement."
 

Pricing and Cost Advice

"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 price is very competitive."
"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."
"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."
"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."
"There is a need to make payments towards the licensing costs of the solution."
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Top Industries

By visitors reading reviews
Computer Software Company
23%
Educational Organization
11%
Financial Services Firm
8%
Manufacturing Company
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

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 Zoomin?
Scalability-wise, I rate the solution a ten out of ten.
What is your experience regarding pricing and costs for Zoomin?
There is a need to make payments towards the licensing costs of the solution.
What needs improvement with Zoomin?
The solution's stability is an area with shortcomings that need improvement.
 

Comparisons

No data available
 

Also Known As

Zendesk Support, Zendesk Guide, Zendesk Sell
No data available
 

Overview

 

Sample Customers

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Avaya, Invidi, Dell, ServiceNow, Intel Security, Fujitsu, Ping Identity, Jive, Apptio, Cisco, RSA, Hitachi, Aternity
Find out what your peers are saying about Atlassian, Salesforce, Zendesk and others in Knowledge Management Software. Updated: March 2025.
847,772 professionals have used our research since 2012.