Pipedrive vs Zendesk comparison

Why PeerSpot?

Pipedrive and Zendesk are both solutions in the CRM category. Pipedrive is ranked #18 with an average rating of 9.0, while Zendesk is ranked #5 with an average rating of 7.5. 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

5,425 Views
4,394 Comparison Views

78% willing to recommend

Zendesk

Read 70 Zendesk reviews

18,585 Views
5,761 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: September 2026).

Buyer's Guide

Pipedrive vs. Zendesk

September 2026

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Helped 913,683 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

18th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Local Government CRM (6th), Opportunity Management (7th), Sales Force Automation (9th)

Zendesk

Ranking in CRM

5th

Average Rating

8.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Help Desk Software (3rd), IT Service Management (ITSM) (5th), Reporting (7th), Knowledge Management Software (3rd), AI Customer Support (8th), AI IT Support (4th)

Mindshare comparison

As of September 2026, in the CRM category, the mindshare of Pipedrive is 1.1%, up from 0.8% compared to the previous year. The mindshare of Zendesk is 1.4%, up from 1.2% 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.

Read full review

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

"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."

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

"The initial setup is straightforward."

"The solution is very stable."

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

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

More Pipedrive pros

"We receive less questions from customers, so this is a big win for our support."

"Just buy it."

"The product offers very good management. It has a great ability to assign tickets based on content."

"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."

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

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

"As I am a big fan of assigning tasks to people who are most skilled at doing them in a timely fashion, I found the auto-tagging function to be most valuable."

"The outcome: Better workflows, more control, a better understanding of reports and numbers in general."

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."

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

"The product is expensive."

"The platform could be even more robust."

"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."

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

"Areas where the solution could improve are with the easiness of integration with other solutions, as well as the reporting capabilities."

"Pipedrive has some weaknesses against Salesforce."

More Pipedrive cons

"I would love to see an easier way to add users to Zendesk as well as a way to BCC people on tickets."

"Ticket forwarding and the ability to add subscribers to tickets as some back and forth correspondence needs to be brought to attention of several team members, sometimes across different departments."

"It needs to have a more intuitive application of macro’s in changing ticket statuses."

"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."

"I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI."

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

"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."

"The solution itself wasn't easy to set up."

More Zendesk cons

Pricing and Cost Advice

"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."

"The solution is affordable."

"The product is expensive but provides valuable services."

"Pipedrive is relatively more affordable than other solutions."

"The price of Pipedrive has been reasonable."

"The solution's pricing is excellant. It costs 65 dollars a month for top tier plan."

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

"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."

More Pipedrive pricing and cost advice

"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."

"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."

"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."

"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."

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Top Industries

By visitors reading reviews

Outsourcing Company

16%

Construction Company

12%

Comms Service Provider

11%

Computer Software Company

Outsourcing Company

10%

Construction Company

10%

Financial Services Firm

Comms Service Provider

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	37
Midsize Enterprise	22
Large Enterprise	12

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?

My experience with pricing, setup cost, and licensing for Zendesk shows that pricing is really affordable compared to other customer management software. The setup is pretty simple as well, but if ...

See all answers

What needs improvement with Zendesk Support?

Regarding my main use case for Zendesk, it is really easy to use, but one of the cons I have with it is that it takes some time to load information. Most of the time, if a particular candidate has ...

See all answers

What is your primary use case for Zendesk Support?

On a day-to-day basis, I use Zendesk to track, manage, and work on my cases. I also use it to upload information securely, and this is not only limited to documents but also to images and reports. ...

See all answers

Comparisons

Zoho CRM vs Pipedrive

Compared 8% of the time

Freshsales vs Pipedrive

Compared 8% of the time

noCRM.io vs Pipedrive

Compared 8% of the time

Pipeliner CRM vs Pipedrive

Compared 6% of the time

Microsoft Dynamics CRM vs Pipedrive

Compared 2% of the time

More Pipedrive Competitors

ServiceNow vs Zendesk

Compared 7% of the time

Freshservice vs Zendesk

Compared 4% of the time

JIRA Service Management vs Zendesk

Compared 4% of the time

Microsoft Dynamics CRM vs Zendesk

Compared 2% of the time

Freshdesk vs Zendesk

Compared 2% of the time

More Zendesk Competitors

Product Reports

Buyer's Guide

Pipedrive

September 2026

Download Pipedrive product report

Buyer's Guide

Zendesk

August 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

September 2026

Free Report: Pipedrive vs. Zendesk

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

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