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Pipedrive vs Zendesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 19, 2024

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
13
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
68
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
ProductMindshare (%)
Zendesk1.4%
Pipedrive1.1%
Other97.5%
CRM
 

Featured Reviews

Willem Lambrechts - PeerSpot reviewer
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.
AmandaSanchez - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"Pipedrive makes it easy to understand who I'm talking to at a glance. It has all the activities, node features, opportunity interface, deal interface, and time drive deals.The sales process is extremely simple, which saves me time and energy. I can send the document for e-signature and make the most out of my deals. I can automatically send emails and phone calls. You need to do only a little API programming. It offers massive flexibility. You can run an entire enterprise on the platform. The ease of use facilitates huge adoption."
"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."
"It's very flexible and we can really fit it into our business model."
"The solution is pretty easy to use and intuitive."
"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 most valuable feature is the ability to create timelines and custom fields."
"The most useful stuff for me is that it's very flexible with all the data structures...Stability-wise, I rate the solution a ten out of ten."
"It is a stable platform."
"Our company is based on this model and wouldn't be as successful as we are today without this support structure in place."
"Users can create their own tags, and they have their own views which are very nicely organized so they can see what is happening at any given time."
"My advice to others looking into using Zendesk is that if you are looking for a tool that is cheaper than others but provides a good solution, I would let them know that Zendesk is the best option."
"The outcome: Better workflows, more control, a better understanding of reports and numbers in general."
"It helps us save costs, time, and energy, and it improves the relationship with my customers."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"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."
"Zendesk might seem a bit pricey at first, but once you get down to what value Zendesk can provide your company - both in terms of saved working hours, happier customers and CX data from multiple channels, it's well worth it!"
 

Cons

"In future releases, I would like to have a highly intelligent integration service where you can easily connect PipeDrive with other tools, even if you are not a developer."
"You must pay more if you need an additional feature."
"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."
"The automation process is challenging."
"Pipedrive could be more efficient. I want the management to be more transparent so it's easier to monitor the sales team's activities and results and do business forecasting. It would help them to improve the quality of the sales cycle."
"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. They can maybe add some of the features to the basic version or make it more reasonably priced or free."
"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 platform could be even more robust."
"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."
"You couldn't give administrative access to new hires."
"You couldn't give administrative access to new hires."
"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."
"I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI."
"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."
"Zendesk has not positively impacted my organization."
"The solution itself wasn't easy to set up."
 

Pricing and Cost Advice

"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."
"Pipedrive keeps increasing the prices, which is becoming a bit annoying. It was reasonable when we started, but now they're increasing all the time."
"As of now, the pricing and value are quite good."
"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."
"The product is expensive but provides valuable services."
"We pay $1000 a month for the tool."
"The solution's pricing is excellant. It costs 65 dollars a month for top tier plan."
"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."
"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."
"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."
"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."
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Top Industries

By visitors reading reviews
Construction Company
12%
Outsourcing Company
11%
Computer Software Company
8%
Comms Service Provider
8%
Financial Services Firm
8%
Construction Company
8%
Manufacturing Company
7%
Outsourcing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business9
Midsize Enterprise1
Large Enterprise3
By reviewers
Company SizeCount
Small Business36
Midsize Enterprise21
Large Enterprise11
 

Questions from the Community

What needs improvement with Pipedrive?
New features sometimes seem bolted on rather than being smooth.
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.
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...
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...
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...
 

Comparisons

 

Also Known As

No data available
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

 

Sample Customers

Samsung, Amazon, SkyScanner, TDW, Vimeo, ReMax, Festo
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about Pipedrive vs. Zendesk and other solutions. Updated: April 2026.
893,164 professionals have used our research since 2012.