Compare Kustomer and Zendesk for Customer Service 
At a Glance
Market Segments
Mid-Market (66.0% of reviews)
Mid-Market (45.6% of reviews)
Entry-Level Pricing
Starting at $89.00 1 User Per Month
$19.00 1 user per month billed annually
Kustomer
Star Rating
(513)4.5 out of 5
Market Segments
Mid-Market (66.0% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $89.00 1 User Per Month
Browse all 2 pricing plansZendesk for Customer Service
Star Rating
(6,792)4.3 out of 5
Market Segments
Mid-Market (45.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zendesk for Customer Service excels in providing a streamlined user experience, with many users appreciating its minimalist design and intuitive interface. This makes managing customer queries more efficient, as all tickets and emails are consolidated in one place, allowing for faster response times.
- Users say that Kustomer offers a strong advantage in customization, allowing agents to easily edit custom fields and prioritize tasks. This flexibility helps teams harness gathered information effectively, making it user-friendly for daily operations.
- Reviewers mention that Zendesk for Customer Service has a higher overall satisfaction score, reflecting its robust capabilities in customer support. Users highlight features like generative AI that assist in creating multi-level responses, enhancing the overall customer experience.
- According to verified reviews, Kustomer shines in providing a unified view of customer interactions across various channels. This integration reduces manual work through automation, which is a significant time-saver for support teams.
- Users report that while Zendesk for Customer Service has a more extensive market presence and a larger user base, Kustomer's strong reporting capabilities and ease of implementation make it a compelling choice for businesses looking for a straightforward setup.
- Reviewers highlight that Zendesk for Customer Service's quality of support is commendable, but Kustomer edges ahead with slightly higher ratings in support quality, indicating that users feel more satisfied with the assistance they receive when issues arise.
Pricing
Entry-Level Pricing
Kustomer
Enterprise
Starting at $89.00
1 User Per Month
Essential CX tools for growing teams—
powerful, affordable, and built to scale
- Conversational Timeline
- Tasks and Automations
- Data & File Storage
Zendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Kustomer
No trial information availableZendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
8.9
387
8.6
5,173
Ease of Use
8.8
402
8.6
5,280
Ease of Setup
8.6
212
8.0
3,242
Ease of Admin
8.1
152
8.2
3,109
Quality of Support
9.0
369
8.4
4,908
Has the product been a good partner in doing business?
8.8
148
8.4
3,032
Product Direction (% positive)
8.8
377
8.0
4,828
Features by Category
Ticket and Case Management
9.2
184
|
Verified
8.8
2579
|
Verified
9.1
188
|
Verified
8.7
2607
|
Verified
8.9
192
|
Verified
8.5
2535
|
Verified
8.9
184
|
Verified
8.4
2368
|
Verified
8.9
163
|
Verified
8.2
1932
|
Verified
8.9
182
|
Verified
8.4
2408
|
Verified
9.2
182
|
Verified
8.6
2408
|
Verified
9.1
183
|
Verified
8.3
1863
|
Verified
Generative AI
7.9
49
7.6
387
8.4
49
7.6
385
Agentic AI - Help Desk
7.8
43
7.8
246
7.9
43
7.9
244
8.1
43
8.0
246
Communication Channels
8.9
165
|
Verified
8.5
2067
|
Verified
9.3
190
|
Verified
8.8
2330
|
Verified
9.1
165
|
Verified
8.4
1745
|
Verified
8.5
163
|
Verified
8.0
1435
|
Verified
8.7
152
8.0
1323
|
Verified
Platform
8.0
82
7.7
1390
|
Verified
8.7
169
|
Verified
8.0
1781
|
Verified
9.2
124
|
Verified
8.3
1956
|
Verified
8.9
120
|
Verified
8.2
1765
|
Verified
8.4
157
|
Verified
7.9
2367
|
Verified
8.5
156
|
Verified
8.0
2418
|
Verified
Usability
Not enough data
8.3
665
Not enough data
8.3
661
Not enough data
8.4
634
Reporting
Not enough data
8.3
587
Not enough data
7.9
562
Not enough data
8.2
643
Generative AI
Not enough data
7.3
177
Not enough data
7.2
176
Responses
Not enough data
8.2
62
Not enough data
8.6
69
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.4
25
Not enough data
7.7
25
Not enough data
7.5
25
Not enough data
7.5
25
Not enough data
7.8
25
Platform
Not enough data
8.2
67
Not enough data
8.2
65
Not enough data
8.4
62
Autonomy - AI Agents
Not enough data
7.8
24
Not enough data
7.4
25
Not enough data
7.4
26
Not enough data
7.5
26
Generative AI
Not enough data
7.6
31
Not enough data
8.1
30
Responses
Not enough data
8.1
466
Not enough data
8.1
464
Not enough data
8.3
447
Not enough data
8.1
446
Not enough data
8.1
355
Platform
Not enough data
8.6
470
Not enough data
8.3
469
Not enough data
8.3
463
Not enough data
8.2
465
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.1
112
Not enough data
8.2
111
Conversational Platform
9.0
185
8.1
860
9.1
180
8.3
716
9.1
166
8.2
683
8.9
86
8.2
748
Support Automation
9.0
162
8.1
713
9.0
177
8.3
757
9.3
156
8.4
714
8.6
89
8.1
788
Generative AI
8.3
54
7.8
204
8.4
54
7.8
203
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
102
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Customer Support
Not enough data
8.1
83
Not enough data
7.6
77
Not enough data
8.1
85
Automation
Not enough data
8.1
85
Not enough data
8.2
83
Not enough data
8.1
83
Artificial Intelligence
Not enough data
7.8
82
Not enough data
7.7
81
Not enough data
7.7
84
Generative AI
7.3
43
Feature Not Available
7.5
43
7.9
206
6.9
42
Feature Not Available
Communication
8.9
156
|
Verified
8.6
948
|
Verified
8.9
174
|
Verified
8.4
963
|
Verified
9.0
144
|
Verified
8.1
719
8.8
134
|
Verified
8.5
735
|
Verified
8.1
84
8.0
520
Internal Use
8.7
169
|
Verified
8.0
1781
|
Verified
9.1
153
|
Verified
8.5
847
|
Verified
8.2
90
8.1
649
8.8
152
|
Verified
8.5
897
9.0
157
|
Verified
8.6
826
|
Verified
9.0
174
|
Verified
8.3
846
|
Verified
Generative AI
8.3
33
Feature Not Available
Self-Service Experience
8.9
89
8.5
1510
8.7
86
8.5
1441
8.6
67
8.0
1024
8.3
50
7.7
647
8.6
54
8.0
779
Self-Service Platform
9.0
58
8.2
829
8.9
58
8.2
845
8.5
52
7.7
664
9.0
56
8.2
811
Agentic AI - Customer Self-Service
7.8
20
8.3
63
8.3
20
8.3
63
8.4
20
8.2
65
8.3
20
8.7
63
8.3
20
8.6
61
8.4
20
8.2
63
8.3
19
8.1
63
Generative AI
8.2(won by 0.7)
23
7.5
78
8.3(won by 0.8)
23
7.5
79
Process
8.8(won by 0.4)
40
8.4
564
9.2(won by 0.1)
44
9.1
744
9.4(won by 0.6)
45
8.8
693
Channels
9.6(won by 0.6)
45
9.0
743
9.0(won by 0.6)
42
8.4
587
9.2(won by 0.5)
42
8.7
566
9.1(won by 0.9)
41
8.2
487
9.3(won by 1.0)
41
8.3
422
Insight
9.1(won by 1.0)
42
8.1
540
8.7(won by 0.4)
45
8.3
648
8.4
40
8.5(won by 0.1)
563
8.7(tied score)
43
8.7(tied score)
667
Generative AI
8.0
35
7.8
67
8.3
35
7.7
66
Customization - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Functionality - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data and Analytics - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Conversational AI - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
7.9
7
8.4
72
7.9
7
8.1
71
7.4
7
8.2
70
8.1
7
8.3
70
7.9
7
8.3
69
Customer Interaction Automation - AI Customer Support Agents
8.1
7
8.2
70
8.1
7
8.4
71
8.1
7
8.3
71
8.3
7
8.5
70
Automation
8.8
7
8.7
73
8.6
7
8.6
71
8.8
7
7.9
69
Autonomy
8.8
7
8.1
69
9.0
7
8.4
68
8.6
7
8.4
70
8.1
7
8.3
71
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
9.4
11
Not enough data
9.0
12
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
9.0
7
Not enough data
9.2
8
Not enough data
8.7
10
Workforce Management Platform Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Kustomer and Zendesk for Customer Service are categorized as AI Customer Support Agents, Digital Customer Service Platforms, Conversational Support, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and AI Agents For Business Operations
Unique Categories
Kustomer is categorized as AI Agent Builders
Zendesk for Customer Service is categorized as Workforce Management, Conversational Commerce Platforms, Chatbots, Shared Inbox, Complaint Management, Customer Service Automation, and Proactive Notification
Reviews
Reviewers' Company Size
Kustomer
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Consumer Services
13.2%
Retail
11.6%
Health, Wellness and Fitness
6.1%
Apparel & Fashion
5.7%
Food & Beverages
5.5%
Other
58.0%
Computer Software
14.2%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.4%
Other
57.9%
Discussions
How can we get a ticket ID ?
1 Comment
HL
The ticket ID is the string of characters in the URL after the "events" portion. For example, if you have a ticket open, you will...Read more
Is there a way currently follow a customer in different ways such as a label so you can sort your follows by sales, shipping issues, parts replacement, follow up order. Not to be confused with the (labeling of a interaction) but current interactions that I need to go back to as a agent to check on my customer for a specific reason.
1 Comment
ED
All the conversations are in your search field and they are shown in the timeline. Read more
How can I post a note with out it closing
1 Comment
ED
You can add internal note by clicking on note and it will be visible only for the users of your company :) Read more
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
How is Zendesk Support Suite transforming the customer service experience in various industries?
6 Comments
OE
I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven...Read more
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