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Compare KANA Enterprise, Zoho Desk, and Zendesk Support

Pricing

 
FREE
$0
/agent/month
Essential
$5
/month
 
PROFESSIONAL
$12
/agent/month
Team
$19
/month
 
ENTERPRISE
$25
/agent/month
Professional
$49
/month
 
Enterprise
$99
/month
 
Free Trial Unavailable
Free Trial
Free Trial
KANA Enterprise
Free Trial Unavailable
Zoho Desk
FREE
$0/agent/month
PROFESSIONAL
$12/agent/month
ENTERPRISE
$25/agent/month
Free Trial
Zendesk Support
Essential
$5/month
Team
$19/month
Professional
$49/month
Enterprise
$99/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.0
8.7
8.7
Ease of Use
Ease of Use
8.3
8.5
8.6
Ease of Setup
Ease of Setup
6.4
8.2
8.2
Ease of Admin
Ease of Admin
6.7
8.4
8.3
Quality of Support
Quality of Support
7.5
8.2
8.3
Ease of Doing Business With
Ease of Doing Business With
6.7
8.5
8.4
Product Direction (% positive)
Product Direction (% positive)
6.8
8.7
7.6
Meets Requirements
KANA Enterprise
8.0
Zoho Desk
8.7
Zendesk Support
8.7
Ease of Use
KANA Enterprise
8.3
Zoho Desk
8.5
Zendesk Support
8.6
Ease of Setup
KANA Enterprise
6.4
Zoho Desk
8.2
Zendesk Support
8.2
Ease of Admin
KANA Enterprise
6.7
Zoho Desk
8.4
Zendesk Support
8.3
Quality of Support
KANA Enterprise
7.5
Zoho Desk
8.2
Zendesk Support
8.3
Ease of Doing Business With
KANA Enterprise
6.7
Zoho Desk
8.5
Zendesk Support
8.4
Product Direction (% positive)
KANA Enterprise
6.8
Zoho Desk
8.7
Zendesk Support
7.6

Features

Ticket and Case Management
Workflow
KANA Enterprise
Not enough data available
Zoho Desk
8.2
Zendesk Support
8.5
Response Automation
KANA Enterprise
7.7
Zoho Desk
8.4
Zendesk Support
8.4
SLA Management
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Zendesk Support
8.1
Attachments/Screencasts
KANA Enterprise
8.0
Zoho Desk
8.3
Zendesk Support
8.4
Ticket Collaboration
KANA Enterprise
Not enough data available
Zoho Desk
8.6
Zendesk Support
8.6
Ticket creation user experience
KANA Enterprise
Not enough data available
Zoho Desk
8.7
Zendesk Support
8.9
Ticket response user experience
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Zendesk Support
8.7
Knowledge Share
Knowledge Base
KANA Enterprise
Not enough data available
Zoho Desk
8.7
Zendesk Support
8.6
Searchable Articles
KANA Enterprise
Not enough data available
Zoho Desk
8.6
Zendesk Support
8.6
Community Forums
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Zendesk Support
8.2
Interactive FAQs & Forums
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Zendesk Support
8.2
Process
Mentions
KANA Enterprise
Not enough data available
Zoho Desk
8.9
Zendesk Support
8.4
Tickets
KANA Enterprise
Not enough data available
Zoho Desk
9.1
Zendesk Support
9.2
Macros
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Zendesk Support
8.7
Collaboration
KANA Enterprise
Not enough data available
Zoho Desk
8.8
Zendesk Support
8.7
Interaction
Web Portals
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Zendesk Support
8.6
Forum to Reponse
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Zendesk Support
8.5
Tickets and Tagging
KANA Enterprise
Not enough data available
Zoho Desk
8.8
Zendesk Support
8.9
Live Chat
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Zendesk Support
8.6
Channels
Phone
KANA Enterprise
Not enough data available
Zoho Desk
8.7
Zendesk Support
8.1
Text
KANA Enterprise
Not enough data available
Zoho Desk
9.0
Zendesk Support
8.4
Email
KANA Enterprise
Not enough data available
Zoho Desk
9.2
Zendesk Support
9.0
Social
KANA Enterprise
Not enough data available
Zoho Desk
8.7
Zendesk Support
8.6
Live Chat
KANA Enterprise
Not enough data available
Zoho Desk
8.9
Zendesk Support
8.6
Insight
Surveys
KANA Enterprise
Not enough data available
Zoho Desk
8.9
Zendesk Support
8.5
Reporting
KANA Enterprise
Not enough data available
Zoho Desk
9.0
Zendesk Support
8.4
Visitor Activity
KANA Enterprise
Not enough data available
Zoho Desk
8.9
Zendesk Support
8.6
Help Desk
KANA Enterprise
Not enough data available
Zoho Desk
9.1
Zendesk Support
8.7
Communication Channels
Customer Portal
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Zendesk Support
8.5
Email to Case
KANA Enterprise
8.3
Zoho Desk
8.7
Zendesk Support
8.8
Chat/Live Support
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Zendesk Support
8.4
Social Integration
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Zendesk Support
8.1
Call Center
Make, Receive, and Record Calls
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Zendesk Support
8.1
Customer and Contacts Database
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Zendesk Support
8.2
Products and Version Tracking
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Zendesk Support
8.2
Call Scripting
KANA Enterprise
Not enough data available
Zoho Desk
8.2
Zendesk Support
7.9
Interactive Voice Response (IVR)
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Zendesk Support
7.8
Self Service/Community
Forums
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Zendesk Support
8.0
Knowledge Base
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Zendesk Support
8.4
Ideas/Feedback
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Zendesk Support
8.1
Q&A
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Zendesk Support
8.2
Reporting & Analytics
Social Monitoring
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Zendesk Support
8.0
Reporting
KANA Enterprise
5.7
Zoho Desk
8.2
Zendesk Support
8.0
Dashboards
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Zendesk Support
8.1
Platform
ITIL Compliance
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Zendesk Support
8.2
Mobile User Support
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Zendesk Support
8.1
Customization
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Zendesk Support
8.0
User, Role, and Access Management
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Zendesk Support
8.3
Internationalization
KANA Enterprise
Not enough data available
Zoho Desk
8.2
Zendesk Support
8.2
Performance & Reliability
KANA Enterprise
Not enough data available
Zoho Desk
8.7
Zendesk Support
8.5
Integration APIs
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Zendesk Support
8.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
0%
71.4%
38.5%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
10.0%
23.0%
44.8%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
90.0%
5.6%
16.7%
KANA Enterprise
Small-Business
0%
Mid-Market
10.0%
Enterprise
90.0%
Zoho Desk
Small-Business
71.4%
Mid-Market
23.0%
Enterprise
5.6%
Zendesk Support
Small-Business
38.5%
Mid-Market
44.8%
Enterprise
16.7%

Reviewers' Industry

 
Information Technology and Services
18.8%
Information Technology and Services
24.0%
Computer Software
17.8%
 
Telecommunications
12.5%
Computer Software
10.5%
Information Technology and Services
15.3%
 
Retail
12.5%
Telecommunications
4.0%
Internet
10.0%
 
Outsourcing/Offshoring
12.5%
Marketing and Advertising
4.0%
Marketing and Advertising
4.7%
 
Insurance
12.5%
Internet
3.8%
Retail
3.4%
 
Other
31.3%
Other
53.7%
Other
48.8%
KANA Enterprise
Information Technology and Services
18.8%
Telecommunications
12.5%
Retail
12.5%
Outsourcing/Offshoring
12.5%
Insurance
12.5%
Other
31.3%
Zoho Desk
Information Technology and Services
24.0%
Computer Software
10.5%
Telecommunications
4.0%
Marketing and Advertising
4.0%
Internet
3.8%
Other
53.7%
Zendesk Support
Computer Software
17.8%
Information Technology and Services
15.3%
Internet
10.0%
Marketing and Advertising
4.7%
Retail
3.4%
Other
48.8%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
G2 User in Banking

I like that it stores all my messages from the customer in one place.

Garret A.
User in Information Technology and Services

The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! The...

Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

Most Helpful Critical Review
Most Helpful Critical Review
G2 User in Financial Services

The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once.

G2 User in Computer Software

I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...

Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

 
KANA Enterprise
Most Helpful Favorable Review
G2 User in Banking

I like that it stores all my messages from the customer in one place.

Most Helpful Critical Review
G2 User in Financial Services

The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once.

Zoho Desk
Most Helpful Favorable Review
Garret A.
User in Information Technology and Services

The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! The...

Most Helpful Critical Review
G2 User in Computer Software

I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...

Zendesk Support
Most Helpful Favorable Review
Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

Most Helpful Critical Review
Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

Screenshots

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KANA Enterprise
No screenshots provided

Videos

 No videos provided
No videos provided
KANA Enterprise
No videos provided
Zoho Desk
Zendesk Support
No videos provided

Downloads

 No downloads providedNo downloads providedNo downloads provided
KANA Enterprise
No downloads provided
Zoho Desk
No downloads provided
Zendesk Support
No downloads provided
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