Zendesk vs Zoho Desk comparison

Zendesk and Zoho are both solutions in the CRM Customer Engagement Centers category. Zendesk is ranked #7 with an average rating of 7.7, while Zoho is ranked #6 with an average rating of 8.3. Zendesk holds a 5.4% mindshare in CCEC, compared to Zoho’s 1.5% mindshare. Additionally, 93% of Zendesk users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

Zendesk

Read 59 Zendesk reviews

216 Views
178 Comparison Views

93% willing to recommend

Zoho Desk

Read 20 Zoho Desk reviews

70 Views
41 Comparison Views

90% willing to recommend

Zendesk

Zoho Desk

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Dec 1, 2024

Zoho Desk and Zendesk compete in the customer support solutions category. Zoho Desk appeals through cost-effectiveness, while Zendesk offers a comprehensive solution with its advanced features justifying its higher cost.

Features: Zoho Desk provides AI-powered chatbots, ticket management for task automation, and robust telephonic integrations such as AWS Connect. Zendesk offers integrated communication tools, advanced analytics for operational insights, and extensive integration options with business applications like Microsoft Teams and JIRA.

Room for Improvement: Zoho Desk could benefit from enhanced integration capabilities and expanded analytics tools. Improved ticket handling workflows and broader third-party integrations could also enhance its usability. Zendesk's areas for improvement include simplifying its configuration steps, enhancing user interface customization, and streamlining its deployment process which may be complex for some users.

Ease of Deployment and Customer Service: Zoho Desk is known for straightforward deployment and reliable support channels. Customers can quickly get started with minimal technical know-how. Zendesk features comprehensive support resources, though deployment can be complex, necessitating more detailed documentation to help users navigate its extensive setup.

Pricing and ROI: Zoho Desk offers lower initial setup costs and favorable ROI due to its cost-effective pricing plans, appealing to budget-conscious buyers. Zendesk, despite higher setup costs, provides long-term value through its comprehensive feature set, making it suitable for businesses needing advanced functionality.

To learn more, read our detailed Zendesk vs. Zoho Desk Report (Updated: March 2025).

Buyer's Guide

Zendesk vs. Zoho Desk

March 2025

Download the complete report

Helped 845,040 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

Zendesk

Ranking in CRM Customer Engagement Centers

7th

Ranking in Help Desk Software

9th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM (20th), IT Service Management (ITSM) (7th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (3rd), Community Platforms (3rd)

Zoho Desk

Ranking in CRM Customer Engagement Centers

6th

Ranking in Help Desk Software

7th

Average Rating

8.2

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the CRM Customer Engagement Centers category, the mindshare of Zendesk is 5.4%, down from 11.3% compared to the previous year. The mindshare of Zoho Desk is 1.5%, down from 2.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

Ahmed Nassar

Technical Consultant at Spectrum Group

Stable tool, making it reliable for handling tasks but difficult initial setup

It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors. Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.

Read full review

Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

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

"Its agility and simplicity are the most valuable features. This tool is very user-friendly."

"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."

"Zendesk Support has a lot of good APIs."

"The stability has been very good."

"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."

"It is a scalable solution."

"It's a very stable tool, very powerful."

"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."

More Zendesk pros

"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."

"It is a highly scalable solution. You can easily add more users through the portal within seconds."

"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."

"The product provides communication features like chats and calls."

"The solution doesn't have any bugs."

"The ticketing feature is very easy to use, compared to other systems."

"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."

"The product has a lot of features."

More Zoho Desk pros

Cons

"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."

"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."

"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 support team is time-consuming, and they don't find the answer to our problem."

"You couldn't give administrative access to new hires."

"The price of the solution should be reduced."

"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."

More Zendesk cons

"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."

"Zoho Desk needs to be enhanced to support IT service management policies."

"Zoho Desk lacks lookup fields for the layouts."

"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."

"The solution could improve its stability and scalability."

"There is room for improvement in customer service and support. It could be more knowledgeable."

"I would like to have integrated support, and integration between the ticketing tool and the project management tool."

"There is room for improvement with the pricing."

More Zoho Desk cons

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."

"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."

"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 product costs $10 to $25 per user per month."

"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."

"Zoho Desk's cost is pretty much okay."

"Zoho Desk is a cost-effective solution."

"The solution costs INR 8400 per user."

"Zoho Desk's pricing is more flexible."

"For what it does, it's quite cheap."

"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."

More Zoho Desk pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which CRM Customer Engagement Centers solutions are best for your needs.

See recommendations

845,040 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

23%

Educational Organization

12%

Financial Services Firm

Manufacturing Company

Educational Organization

59%

Computer Software Company

10%

Manufacturing Company

Media Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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 ...

See all answers

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.

See all answers

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 ...

See all answers

What do you like most about Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

See all answers

What is your experience regarding pricing and costs for Zoho Desk?

The price point is a concern. The licensing model is quite easy, however, the pricing issue remains the main concern.

See all answers

What needs improvement with Zoho Desk?

The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.

See all answers

Comparisons

ServiceNow vs Zendesk

Compared 20% of the time

JIRA Service Management vs Zendesk

Compared 8% of the time

Atlassian Confluence vs Zendesk

Compared 8% of the time

Freshservice vs Zendesk

Compared 8% of the time

Microsoft Dynamics 365 Customer Service vs Zendesk

Compared 6% of the time

More Zendesk Competitors

ServiceNow vs Zoho Desk

Compared 57% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 11% of the time

JIRA Service Management vs Zoho Desk

Compared 9% of the time

Freshdesk vs Zoho Desk

Compared 9% of the time

ManageEngine SupportCenter Plus vs Zoho Desk

Compared 8% of the time

More Zoho Desk Competitors

Product Reports

Buyer's Guide

Zendesk

March 2025

Download Zendesk product report

Buyer's Guide

Zoho Desk

March 2025

Download Zoho Desk product report

Also Known As

Zendesk Support, Zendesk Guide, Zendesk Sell

No data available

Overview

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.

Zendesk

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho

Sample Customers

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

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

Zendesk vs. Zoho Desk

March 2025

Free Report: Zendesk vs. Zoho Desk

Find out what your peers are saying about Zendesk vs. Zoho Desk and other solutions. Updated: March 2025.

DOWNLOAD NOW

845,040 professionals have used our research since 2012.

See our Zendesk vs. Zoho Desk report.

See our list of best CRM Customer Engagement Centers vendors and best Help Desk Software vendors.

We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.