Zendesk and Odoo compete in the software solutions category, focusing on helpdesk ticketing and ERP functions, respectively. Zendesk seems to have an advantage in ticketing, while Odoo offers extensive ERP features.
Features: Zendesk offers outstanding ticket management with integration options like JIRA, a user-friendly configuration setup, and a comprehensive analytics system. It is especially valued for its ease of use and customized workflows. Odoo stands out with its array of business modules such as CRM and accounting, robust integration capabilities, and affordability. It is highly regarded for its versatility across different business sectors and its all-in-one platform approach.
Room for Improvement: Zendesk users point to complexity and limited customization as areas needing enhancement, coupled with improvement in reporting capabilities. Its interface can sometimes frustrate users, alongside misaligned support services. Odoo users identify a need for technical customization for scalability and better industry-specific module integration. Reporting, particularly in mobile applications, also requires refinement, as does adding more industry-specific functionality.
Ease of Deployment and Customer Service: Zendesk supports deployment in private, public, and hybrid clouds, attracting a diverse range of users, with 24/7 support offered mainly to enterprise customers. However, its reliance on documentation over human interaction is seen as a downside. Odoo is often deployed on-premises with adaptable cloud options, though varied customer experiences highlight the need for better technical support and implementation guidance.
Pricing and ROI: Zendesk, perceived as expensive, especially for larger businesses, sees mixed ROI due to high licensing fees despite productivity gains and support benefits. Meanwhile, Odoo's flexible and affordable pricing is suitable for small to medium businesses, offering positive ROI compared to solutions like SAP and Oracle. Odoo's all-in-one pricing model is viewed as a substantial cost-saving advantage.
Currently, I manage those tasks independently, which is a significant cost-saving measure for my small business.
I can tell you that we probably saved at least three employees full-time with the ticket management and the automation and the macros and the user follow-up being built in.
Time saved is definitely a benefit because it puts all of our tickets in one spot.
I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.
Technical support from Odoo is available and eager to help.
There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.
The technical support provided by Zendesk has been very satisfactory.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
I rate the scalability of Odoo as eight to nine out of ten.
We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making.
Zendesk can scale from very small companies to very large ones.
Zendesk's scalability is excellent.
Stability is very important because any software that supports your business must be available consistently.
They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company.
Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable.
The stability has been quite reliable.
Odoo's documentation needs improvement, as there are areas that are not well-documented.
Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple.
Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform.
Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective.
The pricing for Odoo is affordable, with the solution being significantly cheaper than its competitors like SAP, Microsoft, and Oracle.
It is not the cheapest solution nor the most expensive, but it provides value for money.
The experience with pricing, setup cost, and licensing for Zendesk was quite expensive.
All modules in Odoo are integrated together, providing seamless transitions across various functionalities.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.
Being able to put response counters on certain tickets and have certain ones that are high priority and have a tighter SLA than lower priority items, being able to categorize them as a question versus an urgent request, and being able to bucket them as feature requests or product enhancements.
| Product | Market Share (%) |
|---|---|
| Zendesk | 1.2% |
| Odoo | 1.5% |
| Other | 97.3% |
| Company Size | Count |
|---|---|
| Small Business | 28 |
| Midsize Enterprise | 5 |
| Company Size | Count |
|---|---|
| Small Business | 36 |
| Midsize Enterprise | 21 |
| Large Enterprise | 11 |
Odoo is a suite of open source business apps that cover all your company needs: CRM, eCommerce, accounting, inventory, point of sale, project management, etc. Odoo's unique value proposition is to be at the same time very easy to use and fully integrated.
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.
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