What users are saying about
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Top Rated
555 Ratings
42 Ratings

Zendesk

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Top Rated
555 Ratings
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Score 8.2 out of 100
42 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Zendesk

Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
Carmen Johnson profile photo

Zoho Desk

Desk is great where there is lots of back and forth between clients and your entire team. It allows anyone to jump in and fulfill a request, and to keep a record of it that anyone else can access going forward. It virtually eliminates email siloing by team members as well as keep analytics of responses and response times for KPIs and reviews.
No photo available

Feature Rating Comparison

Incident and problem management

Zendesk
8.7
Zoho Desk
10.0
Organize and prioritize service tickets
Zendesk
9.0
Zoho Desk
10.0
Expert directory
Zendesk
8.0
Zoho Desk
10.0
Subscription-based notifications
Zendesk
8.4
Zoho Desk
10.0
ITSM collaboration and documentation
Zendesk
8.2
Zoho Desk
10.0
Ticket creation and submission
Zendesk
9.3
Zoho Desk
10.0
Ticket response
Zendesk
9.1
Zoho Desk
10.0

Self Help Community

Zendesk
8.2
Zoho Desk
10.0
External knowledge base
Zendesk
8.3
Zoho Desk
10.0
Internal knowledge base
Zendesk
8.1
Zoho Desk
10.0

Multi-Channel Help

Zendesk
8.6
Zoho Desk
10.0
Customer portal
Zendesk
8.5
Zoho Desk
10.0
IVR
Zendesk
8.2
Zoho Desk
Social integration
Zendesk
8.2
Zoho Desk
Email support
Zendesk
9.1
Zoho Desk
10.0
Help Desk CRM integration
Zendesk
8.7
Zoho Desk
10.0

Pros

Zendesk

  • Customisable ticketing engine - you can specify what fields should be filled on each ticket, if they are mandatory and customise what type of data needs to be entered. This ensures the right data is captured to assist resolve the query. It also means reports can be run from these fields.
  • Reporting and analytics - you can run reports based on the ticket data. This helps you understand what product features need to be improved or added, what new help content needs to be created, if particular macros need to be setup, efficiency of support team and more.
  • Integrations - Zendesk integrates with billing, CRM and other platforms so customer data is available in-app. This information assists the support team give the right information to the customer.
Nikhil George profile photo

Zoho Desk

  • Give a basic ticketing platform to resolve queries received through the platform, email, or embedded forms.
  • User-friendly dashboard, which shows all the tickets' statuses.
  • We can embed support form in our websites to get queries.
  • Zoho Desk also supports a basic knowledge-base, which helps us to create FAQs.
  • Connecting with a social network like Facebook.
No photo available

Cons

Zendesk

  • They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
  • We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.
Lou Gallo profile photo

Zoho Desk

  • More Customization of fields inside the tickets created in Desk
  • Allowing Desk tickets to be assigned to Accounts and not required to be on a Contact within the account
  • Better API integrations
Khashi Rahmani profile photo

Likelihood to Renew

Zendesk

Zendesk 10.0
Based on 37 answers
It's the best day-to-day tool for customer care I have used in 16 years of working in the industry.Healthy happy teams get along well with the tool and I know that if I see it in use and being used well I can work with that team.
Forest Basford profile photo

Zoho Desk

No score
No answers yet
No answers on this topic

Usability

Zendesk

Zendesk 8.4
Based on 14 answers
The usability is great, but I do have to be honest and say that I still have a little trouble with the user interface sometimes. I have poor ability to differentiate between similar colors and sometimes if I am not directly in front of my screen I have trouble with the text inputs
Chase Sheaffer profile photo

Zoho Desk

No score
No answers yet
No answers on this topic

Reliability and Availability

Zendesk

Zendesk 8.6
Based on 13 answers
In all the time I have used it, I have only experienced "down-time" with it once, and guess what. It was during a scheduled downtime that i forgot about which was posted at least a month in advance.
Colby Wood profile photo

Zoho Desk

No score
No answers yet
No answers on this topic

Performance

Zendesk

Zendesk 8.0
Based on 10 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Taylor Wielage profile photo

Zoho Desk

No score
No answers yet
No answers on this topic

Support

Zendesk

Zendesk 8.8
Based on 22 answers
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Kevin Pearce profile photo

Zoho Desk

No score
No answers yet
No answers on this topic

Online Training

Zendesk

Zendesk 7.9
Based on 9 answers
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.
Chase Sheaffer profile photo

Zoho Desk

No score
No answers yet
No answers on this topic

Implementation

Zendesk

Zendesk 9.0
Based on 17 answers
If you're looking for a system that can tie all your channels together, allow you to report on just about any metric in regards to customer service, use chat, and build a knowledge base/FAQ all in one, Zendesk is it
Shane Swor profile photo

Zoho Desk

No score
No answers yet
No answers on this topic

Alternatives Considered

Zendesk

We have used HelpSpot for several years prior to the transition to Zendesk. Our biggest gripe was the cost and limitations on what kind of communication channels could be integrated into HelpSpot. Zendesk allows us to have multiple communication channels even for the most basic users and to build on it. With a few changes to the overall system (like better social media support for attachments etc) and inbox enhancements, it can be great.
Nathan Sichilongo profile photo

Zoho Desk

Zoho Desk comes at a better price, and it offers integration with other Zoho applications so you can keep your information in a single place. Their support is good and will guide you through many things. Also their API is similar to other Zoho platforms, so employees can already be familiar with the technology
Their mobile app lets you work from any place and be informed about organization's tasks and communications.
Miguel Useche profile photo

Return on Investment

Zendesk

  • Zendesk can help large and small companies improve their customer service capabilities. Customer service can drive repeat sales, deflect returns, and increase customer satisfaction in measurable ways.
  • Zendesk can be more expensive than alternatives, however it is a more complete product than many alternatives, so the additional features and integration should be weighed against lower cost.
Brendan Farrar-Foley profile photo

Zoho Desk

  • Lost customer messages; need to exchange with the customer by a different way.
  • Migration from our previous tool was never achieved, losing some bits of information.
Julien Bras profile photo

Screenshots

Pricing Details

Zendesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$5*

* per agent

Zendesk Editions & Modules

Edition
Support Essential$51
Zendesk Suite (Support, Guide, Chat, Talk)$891
Support Team$191
Support Professional$491
Support Enterprise$991
Support Elite$1991
Zendesk Duet (Support + Sell CRM - 40% off)$592
  1. per agent, per month
  2. per user, per month
Additional Pricing Details

Zoho Desk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Zoho Desk Editions & Modules

Edition
Free$0
Professional$122
Enterprise$252
  1. per user
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Zendesk
8.4
Zoho Desk
6.7

Likelihood to Renew

Zendesk
10.0
Zoho Desk

Usability

Zendesk
8.4
Zoho Desk

Reliability and Availability

Zendesk
8.6
Zoho Desk

Performance

Zendesk
8.0
Zoho Desk

Support

Zendesk
8.8
Zoho Desk

In-Person Training

Zendesk
10.0
Zoho Desk

Online Training

Zendesk
7.9
Zoho Desk

Implementation

Zendesk
9.0
Zoho Desk

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