Zoho CRM vs. Zoho Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Zoho CRM
Score 8.4 out of 10
N/A
Zoho CRM is a simple, very low-cost CRM option for the smaller end of the SMB segment. The product has several useful integrations with other products, including QuickBooks, and Google Apps and Google Docs. The product also has an integrated project management module.
$14
per month
Zoho Desk
Score 7.8 out of 10
N/A
Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
$0
Pricing
Zoho CRMZoho Desk
Editions & Modules
Standard
$14.00
Per User/Per Month
Professional
$23.00
Per User/Per Month
Enterprise
$40.00
Per User/Per Month
Ultimate
$52.00
Per User/Per Month
Plus
$57.00
Per User/Per Month
Free
$0
Standard
$14
per user
Professional
$23
per user
Enterprise
$40
per user
Offerings
Pricing Offerings
Zoho CRMZoho Desk
Free Trial
YesYes
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
YesYes
Entry-level Setup Fee$14 /user/monthRequired
Additional Details
More Pricing Information
Community Pulse
Zoho CRMZoho Desk
Considered Both Products
Zoho CRM
Chose Zoho CRM
So while Zoho has a wide range of options for automation but those are like old age.
Totango has all the new age features such as web hooks, scheduled data uploads, simpler API, higher email deliverability and better UI ofcourse as compared to Zoho CRM
Chose Zoho CRM
We looked at both HubSpot and Zendesk. And we liked both of them. They had the right features and enough customization options to fit our use case scenario. But we liked the pricing and the flexibility of Zoho CRM more. The other really major factor for picking Zoho CRM for us …
Chose Zoho CRM
All in one stack with Zoho One has helped us to make the decision to choose CRM
Chose Zoho CRM
While some of these other tools can act as a basic CRM, it has strengths in other areas, like mass email campaigns. Zoho is great for data manipulation and quoting/invoicing. But Zoho strengths are, at the same time lack results in the email marketing component because of its …
Chose Zoho CRM
Zoho is a much more inexpensive solution compared to Salesforce, yet it provides a lot of the same tools that the leading competitor provides. For us, it came down to the overall value of the product based on the final price to implement and use.
Chose Zoho CRM
I tried a lot of different software trying to find the one that gave me everything, which I found within ZOHO. It wasn't the CRM that sold me on ZOHO, it was the Subscriptions and it's integration within CRM that sold me on ZOHO. I'm glad I picked it, the CRM has been easy to …
Chose Zoho CRM
Zoho CRM has the best capabilities and features for the price. It is incredibly versatile and unbelievable value for money. Some things need to be "extended" with add-ons or other feature-specific apps from Zoho that connect pretty well. It is also very scalable, so we could …
Chose Zoho CRM
Zoho CRM was simpler, easier, and continuously upgrading. Especially after using Zoho One, a brand new world was revealed. We were using some free editions but there was nothing compared with using in the same system, with the same account all these apps for recruiting, email …
Zoho Desk
Chose Zoho Desk
We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow …
Chose Zoho Desk
Zoho Desk has an interface that is extremely simple and practical to use, for even clients who are not skilled. Again, Zoho Desk has no lead time, when customers air their views or complaints. Finally, Zoho Desk works/integrates effectively with several other products for …
Top Pros
Top Cons
Features
Zoho CRMZoho Desk
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
Zoho CRM
8.0
288 Ratings
4% above category average
Zoho Desk
-
Ratings
Customer data management / contact management8.4279 Ratings00 Ratings
Workflow management8.1266 Ratings00 Ratings
Territory management8.0196 Ratings00 Ratings
Opportunity management8.3253 Ratings00 Ratings
Integration with email client (e.g., Outlook or Gmail)7.9248 Ratings00 Ratings
Contract management8.1203 Ratings00 Ratings
Quote & order management7.9203 Ratings00 Ratings
Interaction tracking7.9249 Ratings00 Ratings
Channel / partner relationship management7.7192 Ratings00 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
Zoho CRM
7.7
221 Ratings
2% above category average
Zoho Desk
-
Ratings
Case management7.9213 Ratings00 Ratings
Call center management7.3172 Ratings00 Ratings
Help desk management7.9189 Ratings00 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
Zoho CRM
8.1
266 Ratings
6% above category average
Zoho Desk
-
Ratings
Lead management8.2261 Ratings00 Ratings
Email marketing8.1219 Ratings00 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
Zoho CRM
8.1
263 Ratings
6% above category average
Zoho Desk
-
Ratings
Task management8.3248 Ratings00 Ratings
Billing and invoicing management8.0180 Ratings00 Ratings
Reporting8.1242 Ratings00 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
Zoho CRM
8.1
258 Ratings
7% above category average
Zoho Desk
-
Ratings
Forecasting8.0216 Ratings00 Ratings
Pipeline visualization8.0235 Ratings00 Ratings
Customizable reports8.3249 Ratings00 Ratings
Customization
Comparison of Customization features of Product A and Product B
Zoho CRM
8.0
277 Ratings
6% above category average
Zoho Desk
-
Ratings
Custom fields8.4275 Ratings00 Ratings
Custom objects8.0222 Ratings00 Ratings
Scripting environment7.5178 Ratings00 Ratings
API for custom integration8.0203 Ratings00 Ratings
Security
Comparison of Security features of Product A and Product B
Zoho CRM
8.3
266 Ratings
0% below category average
Zoho Desk
-
Ratings
Single sign-on capability8.3231 Ratings00 Ratings
Role-based user permissions8.3261 Ratings00 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
Zoho CRM
8.1
165 Ratings
10% above category average
Zoho Desk
-
Ratings
Social data8.1164 Ratings00 Ratings
Social engagement8.0156 Ratings00 Ratings
Integrations with 3rd-party Software
Comparison of Integrations with 3rd-party Software features of Product A and Product B
Zoho CRM
8.1
210 Ratings
11% above category average
Zoho Desk
-
Ratings
Marketing automation8.3207 Ratings00 Ratings
Compensation management8.0138 Ratings00 Ratings
Platform
Comparison of Platform features of Product A and Product B
Zoho CRM
8.1
230 Ratings
9% above category average
Zoho Desk
-
Ratings
Mobile access8.1230 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Zoho CRM
-
Ratings
Zoho Desk
8.4
4 Ratings
5% above category average
Organize and prioritize service tickets00 Ratings8.74 Ratings
Expert directory00 Ratings7.53 Ratings
Subscription-based notifications00 Ratings7.53 Ratings
ITSM collaboration and documentation00 Ratings10.01 Ratings
Ticket creation and submission00 Ratings8.44 Ratings
Ticket response00 Ratings8.44 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Zoho CRM
-
Ratings
Zoho Desk
8.4
4 Ratings
7% above category average
External knowledge base00 Ratings8.44 Ratings
Internal knowledge base00 Ratings8.44 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Zoho CRM
-
Ratings
Zoho Desk
7.4
4 Ratings
4% below category average
Customer portal00 Ratings8.04 Ratings
Social integration00 Ratings6.02 Ratings
Email support00 Ratings6.94 Ratings
Help Desk CRM integration00 Ratings8.53 Ratings
Best Alternatives
Zoho CRMZoho Desk
Small Businesses
Salesmate
Salesmate
Score 9.8 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Creatio
Creatio
Score 9.4 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Creatio
Creatio
Score 9.4 out of 10
SysAid
SysAid
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Zoho CRMZoho Desk
Likelihood to Recommend
8.3
(312 ratings)
7.8
(23 ratings)
Likelihood to Renew
7.5
(42 ratings)
-
(0 ratings)
Usability
8.0
(172 ratings)
9.4
(12 ratings)
Availability
8.9
(7 ratings)
-
(0 ratings)
Performance
8.3
(8 ratings)
-
(0 ratings)
Support Rating
6.4
(69 ratings)
8.7
(12 ratings)
In-Person Training
8.0
(1 ratings)
-
(0 ratings)
Online Training
5.8
(8 ratings)
-
(0 ratings)
Implementation Rating
5.4
(16 ratings)
-
(0 ratings)
Configurability
5.3
(114 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
9.5
(21 ratings)
-
(0 ratings)
Ease of integration
7.1
(5 ratings)
-
(0 ratings)
Product Scalability
6.3
(6 ratings)
-
(0 ratings)
Professional Services
8.3
(7 ratings)
-
(0 ratings)
Vendor post-sale
8.1
(13 ratings)
-
(0 ratings)
Vendor pre-sale
8.2
(13 ratings)
-
(0 ratings)
User Testimonials
Zoho CRMZoho Desk
Likelihood to Recommend
Zoho
Interfacing with our target clients at the correct minute is crucial in today's society. Another valuable include is its capacity to coordinated with other programs. It helps me in keeping track of the every day work emails I send to my colleagues or get. Zoho CRM makes it straightforward to consequence or send out information agreeing to our needs. Zoho makes a difference keep in mind individuals by means of e-mail and pop-ups, which dispenses with the issue of overlooking follow-ups and reminders. This not as it were helps within the organization of this incredible instrument but moreover within the execution of data.
Read full review
Zoho
The user friendly android and IOS applications are one of the best features of Zoho Desk although if you are expecting a Desktop application then you will be disappointed and will have to access it from your browser which can be slow sometimes, depending on your internet connection. The work flow of tickets submission either manually through the dashboard or mobile application, and tickets assignment to other agents along with tracking tickets and agents' performance is very easily executed with no issues being faced.
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Pros
Zoho
  • Hooks into our website and can import data from forms.
  • Has great automation tools built in.
  • Reporting features are great.
  • Easy to learn, makes it easy for us to onboard new users onto it.
  • Fairly customizable. We have fine tuned it to work the way we need it to.
Read full review
Zoho
  • Report features give the all insights of the customer team and customer support which enables us to make changes according to it.
  • The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard.
  • I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module.
  • It is completely a feature rich platform.
Read full review
Cons
Zoho
  • Need some way to switch a field type without losing the pre-existing data.
  • The settings controls should be broken out differently - I don't like that I can't keep some users from exporting all contact records (i.e., the entire Contacts module) because if the export function is turned off, the export function of Reports for those same modules is also blocked.
  • Frustrating that only 3 custom lookup fields are allowed per module in our license.
Read full review
Zoho
  • When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome.
  • Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :)
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Likelihood to Renew
Zoho
i have already renewed my subscription twice. I am in the 3rd Year now. I have been using it for a while and have been recommending to my friends as well.. have attended ZOHOLICs the annual program of zoho and it gave me new insights of managing the crm solutoin.
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Zoho
No answers on this topic
Usability
Zoho
The methodology of the 'out of the box' user interface is fairly easy to learn. In some cases however, the interface is not consistent throughout the software. Upgrades to the interface has certainly improved some of this--- but now we are seeing the same kinds of inconsistencies across Zoho apps, particularly those more recently added to their platform. This issue is not major in that everybody on staff seems able to learn how to work the programs--- it's just annoying and less than efficient when inconsistent user interfaces or inconsistent terms are used in the programs and/or the requisite documentation.
Read full review
Zoho
At times Zoho [Desk] can be a bit glitchy. It does not auto refresh on the ticketing system, and even f it tells you there is a new ticket clicking it does nothing and you need to refresh the page for it to work. We have found at times that is can become unresponsive, although this usually doesn't last for longer than 15-30 mins.
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Reliability and Availability
Zoho
In my many years using Zoho, I think there were only 1 or 2 days when there was something happening and I was not able to log in. Sure, it wasn't fun and we all panicked a bit, but right after that, all was well and work-life continued. Being cloud based, I'm never worried about losing my iPhone, iPad or Laptop as I know I can log in anywhere on any device and workflow won't stop.
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Zoho
No answers on this topic
Performance
Zoho
I don't recall every having any issues with a page not loading due to it being a Zoho issue. Anytime I've had any issues with something being wonky, I clear cache and that has always solved the problem. Or a simply computer reboot and we're back, hard at work. Look, I don't expect any product to delivery 100%, 100% of the time but if I had any consistent ongoing issues, I would have left many years ago. I still keep my eyes open to what is new but after a quick evaluation, I know Zoho will long be my home.
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Zoho
No answers on this topic
Support Rating
Zoho
We did the training and that was a huge waste of money. The information provided was basic and the instructor was sloppy (he even forgot to turn off his mic when he used the restroom - no one should ever hear what we heard). I offered up a 9 because we were able to find what we needed on your website.
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Zoho
Zoho Desk has a technical team of professionals, who are well informed, and they know how to share the knowledge with the other players. Besides, they are competent in dealing with all kinds of customers, from divergent locations, and adopt their differences. Lastly, when called upon to solve an issue, they are quickly responsive.
Read full review
In-Person Training
Zoho
I attended a Zoho-Holics event in Austin, TX, several years ago, and it blew my mind. So many industries were represented using Zoho in so many different ways. It was unbelievable all that I learned from that experience, as there were features that I wasn't aware of that I immediately started using. Best of all, the trainers were patient and knowledgeable
Read full review
Zoho
No answers on this topic
Online Training
Zoho
There is an endless supply of YouTube videos from Zoho and the many Zoho partners/consultants. Plus, Zoho has it's own library of training videos and webinars to learn from plus an entire community at the ready to answer any questions. While Zoho has been available for many years, there are constantly new training videos and webinars available for the novice and the experienced users.
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Zoho
No answers on this topic
Implementation Rating
Zoho
When you switch CRMs, you can automatically assume everything isn’t going to match up correctly. We had used Salesforce for 10+ years and had a ton of data and customizations. It was not a clean transfer, but we were able to sort it all out. The only issue that really bothered me was Zoho support. Even simple questions couldn’t be answered over chat, and we would have some team members try for hours to find the right answer
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Zoho
No answers on this topic
Alternatives Considered
Zoho
Free user access was one reason to use it more than any other software. Also, for a mid-size organization, the Salesforce cost was a little higher, and Pipedrive was almost similar to Zoho. As we were already using Zoho, we found no urgency to switch.
Read full review
Zoho
We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to. FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers.
Read full review
Contract Terms and Pricing Model
Zoho
I think Zoho CRM is priced at a reasonable amount. Simply put, you get what you pay for and Zoho does not disappoint. My organization is comfortable with what we pay and pleased with continually renewing the software. The billing frequency is just right. There are no complaints on our end
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Zoho
No answers on this topic
Scalability
Zoho
We're still in the early stages of scaling this across departments. We have high aspirations of doing this, but it takes time to migrate to the new system and to help people get acquainted of doing their work in a different way thru Zoho.
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Zoho
No answers on this topic
Professional Services
Zoho
In addition to being a user of Zoho CRM, we are a reseller as well. Often, at times our Partners request for on-boarding the platform configuration for them. During such requirements, we have utilized the Professional services team directly from the Zoho CRM team. Our partner feedback was quite positive, throughout.
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Zoho
No answers on this topic
Return on Investment
Zoho
  • because we are new to the CRM world, we wanted a product that was reasonably priced, yet had the features we were looking for
  • we have found a much higher customer engagement rate and ROI
  • we used to "lose" customers in our makeshift process. Now, all customers are being attended to.
Read full review
Zoho
  • Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
  • By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
  • All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.
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ScreenShots

Zoho CRM Screenshots

Screenshot of Deals - Cash in on all opportunities. Close more deals. Great sales management is all about prioritizing, tracking, and monitoring the deals in your pipeline. Zoho CRM gives you everything you need to manage deals across territories and sales structures.Screenshot of Activities - Keep track of all the tasks, meetings, calls, events, or activity records. Neatly organize the numerous records along with the activities associated to them such as follow-up, pre sales and post sales activities, phone conversations etc.

Zoho Desk Screenshots

Screenshot of Log and monitor phone conversations, convert them into new tickets, or attach them to existing ones. Convert social media interactions and live chat into tickets at the click of a button.Screenshot of Bring a Help Center directly into a website to strengthen self-service. Chat with Zia, an AI-powered conversation assistant. Customers can chat with Zia right from a mobile app or website. Zia processes their questions and suggests appropriate solutions from the Knowledge Base.Screenshot of With advanced process automation, internal processes can be setup within the help desk, implement them automatically, and make sure that all processes are followed precisely.Screenshot of Instant responses for instant happiness. Respond to customers the minute they reach out with Zoho Desk's embeddable chat widget. Customers can get in touch with agents instantly, right from the Help Center, so agents can respond and help them find answers faster.Screenshot of Monitor a team's performance, customize and schedule reports. Custom dashboards can be created.Screenshot of Zia brings together predictions across anomalies, sentiment, trending ticket tags, and more into a common dashboard for decision-makers to consume. They can drill down further into the details from the same dashboard to investigate further.