Pipedrive vs Zendesk comparison

Pipedrive and Zendesk are both solutions in the CRM category. Pipedrive is ranked #19 with an average rating of 8.5, while Zendesk is ranked #9 with an average rating of 7.2. Pipedrive holds a 1.1% mindshare in CRM, compared to Zendesk’s 1.4% mindshare. Additionally, 78% of Pipedrive users are willing to recommend the solution, compared to 91% of Zendesk users who would recommend it.

Pipedrive

Read 13 Pipedrive reviews

3,245 Views
2,564 Comparison Views

78% willing to recommend

Zendesk

Read 68 Zendesk reviews

11,044 Views
3,203 Comparison Views

91% willing to recommend

Pipedrive

Zendesk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

Pipedrive and Zendesk are both prominent tools in the CRM and customer support sectors, respectively. Pipedrive seems to have the upper hand in ease of use and cost-effectiveness, while Zendesk offers superior integration capabilities and customer support features.

Features: Pipedrive is notable for its customizable CRM elements, ease of use, and comprehensive reporting capabilities. The Kanban-style view aids in managing sales processes by allowing users to effectively track deals and activities. Automation tools streamline email and communication management, enhancing productivity. Alternatively, Zendesk provides robust ticket management, extensive integration options, and a reliable self-service portal. It also features powerful reporting tools and SaaS product integrations, catering effectively to customer support management.

Room for Improvement: Pipedrive needs to improve its integration capabilities, documentation, and offer more automation choices. Users would also like to see advancements in reporting and pricing structures. Zendesk could benefit from enhanced customization, better ticket merging, and improved reporting tools. Flexibility in pricing and ease of setup are areas where users see room for development.

Ease of Deployment and Customer Service: Pipedrive is mainly deployed on the public cloud and is recognized for its responsive customer service and technical support. Zendesk offers more varied deployment options, including private and hybrid clouds. Although its customer support is generally rated highly, its responsiveness can vary according to demand.

Pricing and ROI: Pipedrive is viewed as cost-effective, especially for small to medium-sized businesses, and provides substantial ROI despite potential challenges in transition. Conversely, Zendesk is considered more expensive, particularly at the enterprise level, with additional costs for extra features and support. Despite this, its comprehensive customer service capabilities justify the cost for many users, leading to improved efficiency and increased customer satisfaction.

To learn more, read our detailed Pipedrive vs. Zendesk Report (Updated: April 2026).

Buyer's Guide

Pipedrive vs. Zendesk

April 2026

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Helped 893,164 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

Pipedrive

Ranking in CRM

19th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Local Government CRM (8th), Opportunity Management (6th), Sales Force Automation (9th)

Zendesk

Ranking in CRM

9th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (3rd), Help Desk Software (3rd), IT Service Management (ITSM) (5th), Reporting (11th), Knowledge Management Software (3rd), AI Customer Support (7th), AI IT Support (5th)

Mindshare comparison

As of May 2026, in the CRM category, the mindshare of Pipedrive is 1.1%, up from 1.1% compared to the previous year. The mindshare of Zendesk is 1.4%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Mindshare Distribution
Product	Mindshare (%)
Zendesk	1.4%
Pipedrive	1.1%
Other	97.5%

CRM

Featured Reviews

Willem Lambrechts

Managing Director at Drebbel

Offers the ability to create multiple pipelines and the flexibility in filtering and reporting

We do a lot of analytics and reporting ourselves. We don't necessarily use all the features that Pipedrive provides, but it's very helpful at least. It has streamlined our deal-closing process. We use it for everything. When we create a lead, we put it into Pipedrive. That lead can be converted into an opportunity, which we manage through our whole pipeline. This includes having all data related to the opportunity in one place. Once the deal is closed, we use Pipedrive to follow up on the invoices until they are paid. We also manage sales commissions and payments to our salespeople through Pipedrive.

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AmandaSanchez

Consultant and Startup Founder at AimHi Enterprises

Macros and automation have streamlined workflows and reduced manual effort across support teams

The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

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

"Pipedrive's most valuable features are that you can keep the whole information that's related to managing your sales process and you can customize it easily. The person that we have who is customizing Pipedrive is very junior in means of software development or process development. He can easily use it, anyone can use the solution. It has a very easy user interface to customize your processes and apply them to the Pipedrive process."

"The usability of the solution is its valuable feature."

"Pipedrive offers a lot of value for the money because it includes e-signature, document generation, CRM, and workflow automation in one not-expensive solution."

"Anyone thinking about using this solution should definitely look at it and seriously consider it because it's a very good product."

"Our primary use case for this solution ranges from using it for daily activities in sales to forecasting and KPIs and following up on every deal we are working on and every lease we are opening."

"The solution is very stable."

"The initial setup is straightforward."

"It's very flexible and we can really fit it into our business model."

More Pipedrive pros

"Zendesk is a great product for managing and maintaining requests from users."

"It is a scalable solution."

"In a nutshell, it's a great tool that allows you to manage all your customer service issues in one location."

"Largely, we have been happy with its capabilities."

"Zendesk has had a positive impact on my company by increasing efficiency and also increasing customer satisfaction."

"It's very great for tracking your customer service activities, building reports, and gaining satisfaction from responses."

"The initial setup is simple and straightforward."

"Our CS team has been able to quickly and effectively run through customer inquiries using the Zendesk platform."

More Zendesk pros

Cons

"The form builder works even though it has some shortcomings...Also, the forms don't have the ability to avoid or stop people from signing up if they don't have a corporate email."

"We are using the lowest version of it. As we become more sophisticated, we might outgrow the tool, but there are features that are available in the higher-level versions, which I'm unfamiliar with, that might be able to meet the needs we would have in the future."

"The tool's APIs are challenging. It should also be compliant with HIPAA, FINRA and GLBA. The data centers should be within US so that they are compliant with regulations."

"Pipedrive has some weaknesses against Salesforce."

"You must pay more if you need an additional feature."

"The integration possibilities with other systems could be better as well. We use it in connection with Octopus CRM, and there's room for improvement."

"Pipedrive has some weaknesses against Salesforce. The documentation of Pipedrive could improve. They need more qualified documentation because I had to fix my colleague's work to correct the reports because they did not find how they can do it, or develop reports. There are some misunderstandings about how to do reporting."

"Pipedrive is relatively stable, but the performance is lackluster compared to other solutions in this space."

More Pipedrive cons

"The reports could be more fine tuned to enable better handling of tickets by individual agents and teams."

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

"From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more of its capabilities."

"Merging tickets is very time consuming; maybe the system can automatically merge tickets that are related and on the same topic."

"When we used this solution for sales it turned out to be very poor."

"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."

"We work in print so being able to preview files attached and having larger files (larger than 7MB would be great) would be a welcomed improvement."

"My one negative critique would be the user interface. It's pretty busy and isn't the most user friendly; at times it is hard to navigate through or understand where you're at."

More Zendesk cons

Pricing and Cost Advice

"We pay $1000 a month for the tool."

"The solution is affordable."

"The product is expensive but provides valuable services."

"Pipedrive is the most cost-effective in terms of the balance between cost and features. I would take Pipedrive over HubSpot or Zoho CRM. It's well-positioned on the market."

"The price of Pipedrive has been reasonable."

"Pipedrive is relatively more affordable than other solutions."

"On a scale of one to ten, where one is a low price, and ten is a high price, two or three. For us, everything is expensive because this is a startup, but for a normal company, it should be peanuts."

"As of now, the pricing and value are quite good."

More Pipedrive 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."

"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."

"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."

"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."

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Top Industries

By visitors reading reviews

Construction Company

12%

Outsourcing Company

11%

Computer Software Company

Comms Service Provider

Financial Services Firm

Construction Company

Manufacturing Company

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	9
Midsize Enterprise	1
Large Enterprise	3

By reviewers
Company Size	Count
Small Business	36
Midsize Enterprise	21
Large Enterprise	11

Questions from the Community

What is your experience regarding pricing and costs for Pipedrive?

The pricing is satisfactory.

See all answers

What needs improvement with Pipedrive?

New features sometimes seem bolted on rather than being smooth.

See all answers

What advice do you have for others considering Pipedrive?

I'd recommend Pipedrive since it's easy to use and handles simple processes effectively. I'd rate the solution nine out of ten.

See all answers

What is your experience regarding pricing and costs for Zendesk Support?

From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more o...

See all answers

What needs improvement with Zendesk Support?

I wish there was a more easily dynamic tool. Currently, it is quite difficult because not all the tools are labeled. A feature that would be beneficial is if hovering over an icon would tell you wh...

See all answers

What is your primary use case for Zendesk Support?

I have been using Zendesk for approximately five years now. I use Zendesk for keeping track of emails and customer tickets. Whenever a customer has issues or questions about our product, they email...

See all answers

Comparisons

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Compared 9% of the time

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Compared 8% of the time

Freshsales vs Pipedrive

Compared 8% of the time

Apollo.io vs Pipedrive

Compared 7% of the time

Microsoft Dynamics CRM vs Pipedrive

Compared 3% of the time

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ServiceNow vs Zendesk

Compared 11% of the time

JIRA Service Management vs Zendesk

Compared 5% of the time

Freshservice vs Zendesk

Compared 5% of the time

Freshdesk vs Zendesk

Compared 3% of the time

BMC Helix ITSM vs Zendesk

Compared 2% of the time

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Product Reports

Buyer's Guide

Pipedrive

April 2026

Download Pipedrive product report

Buyer's Guide

Zendesk

April 2026

Download Zendesk product report

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Pipedrive offers an intuitive interface for tracking deals with customizable features and extensive reporting to enhance sales management.

Pipedrive is a CRM tool designed to streamline sales processes. Known for its Kanban-style interface, it allows for easy tracking of deals and activities. Users find value in its customizable features, extensive reporting, and ability to manage communication. With flexible data structures, filters, and automation, Pipedrive improves sales management and communication integration. Although users seek better pricing and enhanced features for basic versions, the platform effectively supports tasks like deal tracking, email integration, and client relationship management.

What are the key features of Pipedrive?

Kanban-style interface: Facilitates easy deal tracking.
Customizable features: Allows adaptable data structures and processes.
Extensive reporting: Provides insights into sales activities.
Workflow automation: Enhances efficiency by automating repetitive tasks.
Email integration: Streamlines communication within the platform.

What benefits should users look for in Pipedrive?

Improved sales tracking: Enhances visibility into sales activities and pipelines.
Increased efficiency: Saves time through automation of routine tasks.
Customizability: Supports diverse business needs with flexible setup.
Scalability: Adapts to growing business requirements.
Better communication: Facilitates seamless interaction between team members.

In real estate and other industries, Pipedrive assists in managing client relationships by tracking interactions from introduction to closing. It supports sales funnels, lead capturing, and campaign management, enabling companies to effectively streamline workflows and forecast outcomes.

Pipedrive

Zendesk provides a versatile platform for managing customer interactions, offering efficient ticketing, customization, and integration features across multiple channels to enhance user experiences.

Zendesk stands out for its simplicity, ease of use, and comprehensive integration capabilities with CRM tools, which help optimize workflow efficiency. Users benefit from advanced analytics and reporting features that offer valuable insights into customer behavior. Multi-channel support and self-service portals are integral components, enhancing customer interaction experiences. While security protocols and flexible configurations contribute to its broad appeal, areas for improvement include more intuitive reporting, advanced customization of triggers and automations, and enhancements in knowledge management. Users express the need for better ticket management functionalities, efficient data synchronization, and refined interface aesthetics. Performance can be impacted by extensive customization, and there’s a call for competitive pricing and simplified licensing options.

What are Zendesk's most important features?

Simplicity and Ease of Use - Facilitates smooth onboarding and daily operations.
Integration Capabilities - Seamlessly integrates with CRM tools to enhance workflows.
Analytics and Reporting - Provides insights into customer behavior and operational efficiency.
Multi-Channel Support - Manages customer interactions across various channels.
Self-Service Portals - Empowers users to access information and solve issues independently.
Security and Flexibility - Offers strong security protocols and flexible configuration options.

What benefits and ROI should users look for in reviews?

Increased Productivity - Streamlines processes to boost team efficiency.
Enhanced Customer Experience - Multi-channel support and self-service options improve interactions.
Insightful Data Analysis - Superior reporting features offer valuable business insights.
Improved Workflow - Integrates seamlessly with existing tools to optimize operations.

Zendesk is extensively applied across sectors for customer support management and technical issue resolution. In HR or IT settings, it facilitates internal requests and knowledge base creation. Organizations leverage Zendesk's integration with collaboration tools like Slack and Jira, automating workflows and delivering detailed analytics, which are particularly useful for multinational operations handling queries in different languages and brands.

Zendesk

Sample Customers

Samsung, Amazon, SkyScanner, TDW, Vimeo, ReMax, Festo

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

Buyer's Guide

Pipedrive vs. Zendesk

April 2026

Free Report: Pipedrive vs. Zendesk

Find out what your peers are saying about Pipedrive vs. Zendesk and other solutions. Updated: April 2026.

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