Zendesk Suite vs. Zoho CRM Plus

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Zendesk Suite
Score 8.6 out of 10
N/A
Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.
$69
per month per agent
Zoho CRM Plus
Score 8.6 out of 10
N/A
Zoho Corporation offers Zoho CRM Plus, a customer experience management platform that features a virtual AI assistant, process automation and business rules engine, and customer behavior analytics.
$59
per month per user
Pricing
Zendesk SuiteZoho CRM Plus
Editions & Modules
Suite Team
$69
per month per agent
Suite Professional
$149
per month per agent
Suite Enterprise
Contact Sales
Basic
$57
per month per user
Offerings
Pricing Offerings
Zendesk SuiteZoho CRM Plus
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeOptionalNo setup fee
Additional Details20% discount available with annual pricing.
More Pricing Information
Community Pulse
Zendesk SuiteZoho CRM Plus
Considered Both Products
Zendesk Suite

No answer on this topic

Zoho CRM Plus
Chose Zoho CRM Plus
The best thing about Zoho CRM is its price. It is very affordable when you compare it to its competitors which include Zendesk, Freshworks, SugarCRM, Pipedrive etc.

When it comes to SMBs it is one of the most convenient CRM tools to customize and personalize according to your …
Top Pros
Top Cons
Features
Zendesk SuiteZoho CRM Plus
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Zendesk Suite
8.7
154 Ratings
8% above category average
Zoho CRM Plus
-
Ratings
Organize and prioritize service tickets9.0153 Ratings00 Ratings
Expert directory8.0102 Ratings00 Ratings
Subscription-based notifications8.4106 Ratings00 Ratings
ITSM collaboration and documentation8.4104 Ratings00 Ratings
Ticket creation and submission9.3153 Ratings00 Ratings
Ticket response9.2152 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Zendesk Suite
8.4
139 Ratings
8% above category average
Zoho CRM Plus
-
Ratings
External knowledge base8.4133 Ratings00 Ratings
Internal knowledge base8.4127 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Zendesk Suite
8.7
150 Ratings
12% above category average
Zoho CRM Plus
-
Ratings
Customer portal8.8121 Ratings00 Ratings
IVR8.459 Ratings00 Ratings
Social integration8.097 Ratings00 Ratings
Email support9.1147 Ratings00 Ratings
Help Desk CRM integration8.9112 Ratings00 Ratings
Best Alternatives
Zendesk SuiteZoho CRM Plus
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Sogolytics
Sogolytics
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Front
Front
Score 8.8 out of 10
Verint Voice of the Customer
Verint Voice of the Customer
Score 9.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Zendesk SuiteZoho CRM Plus
Likelihood to Recommend
8.9
(192 ratings)
7.2
(53 ratings)
Likelihood to Renew
10.0
(43 ratings)
-
(0 ratings)
Usability
8.8
(65 ratings)
7.2
(18 ratings)
Availability
8.6
(13 ratings)
-
(0 ratings)
Performance
8.0
(10 ratings)
-
(0 ratings)
Support Rating
6.4
(31 ratings)
7.7
(42 ratings)
In-Person Training
10.0
(1 ratings)
-
(0 ratings)
Online Training
7.9
(9 ratings)
-
(0 ratings)
Implementation Rating
9.0
(18 ratings)
-
(0 ratings)
Configurability
9.3
(3 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.2
(16 ratings)
Professional Services
-
(0 ratings)
7.9
(4 ratings)
User Testimonials
Zendesk SuiteZoho CRM Plus
Likelihood to Recommend
Zendesk
One specific thing I love about Zendesk Suite lately is the ability to use AI "Enhance writing" it allows me to freehand a response and then have it help me sound more formal or friendly, this is very useful, not only for those free handed ones, but also when you need to repeat the same information to a customer, it can help you make it sound slightly different. I don't like that when a ticket comes, even if you have the shortcut to toggle between chat and email, it doesn't actually toggle.
Read full review
Zoho
Starting with campaigns, once we send the campaign out, prospects who open it are moved into the sales funnel; the sales team then calls or emails the prospect. Our VOIP works in conjunction with Zoho CRM Plus, so phone calls are logged into the contact. And generates another call, letter, or appointment with the client on the Zoho calendar. Emails are sent through Gmail since Zoho CRM Plus does not work with Gmail. The client's email must be copied and pasted into Gmail. (responses are tracked in the Zoho CRM Plus). Once the sales team meets with the client and starts the process, it turns into an "opportunity" where all stages in the sale are tracked. We mail merge the contact info to the correct letter template, then download it into "Word," where the letter is proofed and corrected as necessary (Zoho merge does not allow you to work in "Word" 2019). When finalized, it is then uploaded back into Zoho CRM Plus under the Opportunity. The sale then continues through the process, and once signed off on, all the details of the job are logged into the Zoho CRM Plus. When the job is completed and closed out, Zoho CRM Plus automatically sends the client a thank you email. The client will then can biannual automatic emails reminding them to set up their bi-annual inspection.
Read full review
Pros
Zendesk
  • UI/UX; mature macros and automations, slick and well thought out UI.
  • Reporting, reporting, reporting. With user, org, and ticket level tags, we can track every aspect of our ticket flow.
  • Extensibility; the app marketplace is a great resource for expanding functionality from the baseline offering.
Read full review
Zoho
  • Zoho CRM Plus is very good at automating many functional areas of our company including: sales, marketing, operations, and engineering. It is functionally rich, and matches the functionality we used to have with Salesforce.com, but at a much more reasonable cost.
  • Zoho CRM Plus is easily "configured" to match our business processes. The ability to configure the user interface is very good, and the "BluePrint", custom functions, and reporting allow us to automate our unique operational needs.
  • The buying process for Zoho CRM is extremely friendly. You can switch between software types from basic CRM to Zoho CRM +. You also can pay monthly, or annually, and don't have to purchase months before your renewal dates and get pestered by sales people.
Read full review
Cons
Zendesk
  • The development of messaging out of the earlier Chat module is clunky and still has limitations for multi language flows.
  • When creating queries in Explore, you can't search for 'or' conditions, only 'And', meaning you have to build multiple queries and manually add them.
  • You can't download the charts in the reports, they come down as tables and then you have to make your own charts.
Read full review
Zoho
  • Managing attachments. Limited space for each user and you can’t easily delete attachments in bulk so if you reach your limit it becomes expensive to buy more space or labor-intensive to find and delete attachments manually.
  • You can’t filter accounts by their related module fields. For example, in list view, filter all accounts with more than one contact.
Read full review
Likelihood to Renew
Zendesk
Zendesk is an amazing tool for communicating with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and there are statuses used to make communication easy. We have internal conversations between departments, linked with useful software such as Zingtree, Talkdesk, and Webs.
Read full review
Zoho
No answers on this topic
Usability
Zendesk
Zendesk Suite is a straightforward solution that provides agents with everything they need on the same screen. Allowing an agent to navigate one tab, one screen and switch between features, pin favorite features while viewing the customer profile and details in 360degrees. A view like this empowers agents to support customers better and in a more composed state.
Read full review
Zoho
I personally started off as a CRM novice. But in a matter of 2 months, I was writing my own custom workflows, playing with modules and fields, and training my sales and operations teams to manage leads and accounts. Simply put, the system is intuitive after a brief introduction. The level of customization is staggering until you change your mindset. Zoho CRM Plus excels where you're able to attack your goals as problems already solved in the platform — you just need to locate the feature to make what you want to happen... happen! I equate it to the Adobe Creative Suite. You don't pick the fun filter before you lay out what exactly you want to draw. With that mindset intact, you can dial in the system to meet your and your team's needs based on your proposed SOLUTIONS, not just leaning heavily into a single feature to "force" some ROI.
Read full review
Reliability and Availability
Zendesk
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Read full review
Zoho
No answers on this topic
Performance
Zendesk
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Read full review
Zoho
No answers on this topic
Support Rating
Zendesk
We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request
Read full review
Zoho
Every account representative I have worked with has been extremely helpful and nice. You can tell the account reps and support staff truly care about the product and want to provide you with the resources that you need. The response time is also fast for support inquiries and that has been a massive help for us.
Read full review
Online Training
Zendesk
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Read full review
Zoho
No answers on this topic
Implementation Rating
Zendesk
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
Read full review
Zoho
No answers on this topic
Alternatives Considered
Zendesk
Zendesk Suite is exceptionally user friendly and highly customisable. Free training for all levels and roles of users which is easy to follow and engaging for users is particularly helpful along with the added support behind the scenes from Zendesk support and the Zendesk community is second to none.
Read full review
Zoho
I utilize HubSpot to gather data based on IP addresses from customers who visit our website. I do not use Zoho CRM for forms since the customization is clunky to design. HubSpot collects account data from the form and that helps me evaluate to sales potential of that account. Then I use Zapier to Zap the info into Zoho. Zoho CRM then is used to reach back out to the customer and begin tracking interactions
Read full review
Contract Terms and Pricing Model
Zendesk
No answers on this topic
Zoho
I would recommend that module wise update feature be opened up, for free to an additional 50-75% of paid users. These users can be restricted to work on a single module to update information only where they do not cross over multiple modules
Read full review
Professional Services
Zendesk
No answers on this topic
Zoho
I already discussed this prior with the Enterprise Support. But them aside, I'd be remiss if I didn't mention Zoho is committed to connecting their userbase together. Within a month or two of using the product, we were told about Zoho User Groups. We had one right in my backyard (Chicago). I was able to both attend a meeting (pre-covid), and then stay in touch in an integrated Cliq channel. I always have power-users at my fingertips to ask quick questions. That Zoho makes it a point to keep these connections, and empower them... makes my life easier when inevitable "wants" pop up.
Read full review
Return on Investment
Zendesk
  • We have been able to deliver IT accurately and onetime
  • Our customers have been able to provide feedback on a given ticket and helped us build a better support structure
  • Zendesk Suite has allowed us to be more efficient in our every day operations
Read full review
Zoho
  • The ROI is significantly positive due to the comprehensive set of modules available.
  • Positive: My clients have better Dashboard data developed through Zoho Analytics than they do even though they use Salesforce. Also, Zoho CRM Plus can integrate with Salesforce or other system either through their own integrations or from Zapier.
  • Campaigns allows me to target specific prospects via HTML emails, and complete tracking. This is a complement to the more shotgun approach of social media,
Read full review
ScreenShots

Zendesk Suite Screenshots

Screenshot of Zendesk Agent WorkspaceScreenshot of Omnichannel MessagingScreenshot of Zendesk TicketingScreenshot of Bots powered by Zendesk AIScreenshot of Tone shift with Zendesk AIScreenshot of Zendesk ticketing side conversations

Zoho CRM Plus Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of