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Compare Kustomer and Zoho Desk 
Featured Products
At a Glance
Market Segments
Mid-Market (65.8% of reviews)
Small-Business (72.7% of reviews)
Entry-Level Pricing
Starting at $89.00 1 User Per Month
$0.00
Kustomer
Star Rating
(513)4.5 out of 5
Market Segments
Mid-Market (65.8% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $89.00 1 User Per Month
Browse all 2 pricing plansZoho Desk
Star Rating
(7,333)4.4 out of 5
Market Segments
Small-Business (72.7% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zoho Desk excels in user-friendliness, with many users highlighting its easy learning curve and intuitive configuration process. Recent feedback emphasizes the platform's great customization options, making it adaptable to various business needs.
- Users say Kustomer stands out for its robust AI capabilities and extensive customization options, which allow businesses to tailor the software to their specific requirements. Reviewers appreciate how it consolidates customer conversations and data, enhancing workflow efficiency.
- According to verified reviews, Zoho Desk has a significantly higher G2 Score, indicating greater overall user satisfaction. Users frequently mention its variety of functions and the seamless integration of AI features, which contribute to a more efficient customer service experience.
- Reviewers mention that Kustomer provides a stable platform for managing customer interactions, particularly praising its ability to track customer interactions and facilitate ticket merging to avoid confusion. This feature is particularly beneficial for teams handling multiple inquiries.
- Users highlight that while Zoho Desk offers a comprehensive set of features, some may find it challenging to configure for specific workflows. This feedback suggests that while the platform is powerful, it may require a bit more effort to tailor it perfectly to unique business processes.
- G2 reviewers note that Kustomer's quality of support is highly rated, with users appreciating the responsive assistance they receive. This aspect can be crucial for businesses that rely on timely support to resolve customer issues effectively.
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
Zoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
Kustomer
No trial information availableZoho Desk
Free Trial is available
Ratings
Meets Requirements
8.9
388
8.7
5,859
Ease of Use
8.8
403
8.5
5,939
Ease of Setup
8.7
213
8.1
5,214
Ease of Admin
8.1
152
8.3
4,858
Quality of Support
9.0
370
8.3
5,269
Has the product been a good partner in doing business?
8.8
148
8.4
4,389
Product Direction (% positive)
8.8
378
8.9
5,615
Features by Category
Ticket and Case Management
9.2
184
|
Verified
8.6
3404
|
Verified
9.1
188
|
Verified
8.5
3331
|
Verified
8.9
192
|
Verified
8.3
3128
|
Verified
8.9
184
|
Verified
8.3
2943
|
Verified
8.9
163
|
Verified
8.2
2664
|
Verified
8.9
182
|
Verified
8.4
2912
|
Verified
9.2
182
|
Verified
8.5
2923
|
Verified
9.1
183
|
Verified
8.3
2517
|
Verified
Generative AI
7.9
49
7.4
965
8.4
49
7.4
951
Agentic AI - Help Desk
7.8
43
7.1
357
7.9
43
7.1
360
8.1
43
7.2
358
Communication Channels
8.9
165
|
Verified
8.3
2866
|
Verified
9.3
190
|
Verified
8.6
3096
|
Verified
9.1
165
|
Verified
8.2
2406
|
Verified
8.5
163
|
Verified
8.0
2156
|
Verified
8.7
152
7.8
1917
|
Verified
Platform
8.0
82
8.1
2294
|
Verified
8.7
169
|
Verified
8.2
2744
|
Verified
9.2
124
|
Verified
8.4
2844
|
Verified
8.9
120
|
Verified
8.1
2284
|
Verified
8.4
157
|
Verified
8.2
2816
|
Verified
8.5
156
|
Verified
8.4
2968
|
Verified
Administration
Not enough data
8.2
344
Not enough data
8.2
342
Not enough data
8.4
346
Knowledge Management
Not enough data
8.6
325
Not enough data
8.2
316
Not enough data
8.2
322
Compliance
Not enough data
8.4
338
Not enough data
8.3
335
Not enough data
8.2
337
Not enough data
8.1
335
Customer Support
Not enough data
8.2
311
Not enough data
8.2
312
Not enough data
8.0
310
Data Security
Not enough data
8.1
337
Not enough data
8.1
331
Not enough data
8.4
335
Not enough data
8.4
332
Administration
Not enough data
8.1
313
Not enough data
8.4
315
Not enough data
8.5
313
Generative AI
Not enough data
7.6
248
Channels
Not enough data
8.2
579
Not enough data
8.0
556
Not enough data
7.3
548
Design
Not enough data
7.9
545
Not enough data
7.7
554
Not enough data
8.1
551
Not enough data
8.1
547
Not enough data
8.1
531
Generative AI
Not enough data
7.5
426
Not enough data
7.5
419
Usability
Not enough data
8.3
448
Not enough data
8.3
442
Not enough data
8.3
434
Reporting
Not enough data
8.3
431
Not enough data
8.2
416
Not enough data
8.3
423
Generative AI
Not enough data
7.7
329
Not enough data
7.8
324
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - 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
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - 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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Platform
9.0
185
Not enough data
9.1
180
Not enough data
9.1
166
Not enough data
8.9
86
Not enough data
Support Automation
9.0
162
Not enough data
9.0
177
Not enough data
9.3
156
Not enough data
8.6
89
Not enough data
Generative AI
8.3
54
Not enough data
8.4
54
Not enough data
Generative AI
7.3
43
7.9
175
7.5
43
8.0
177
6.9
42
7.8
176
Communication
8.9
156
|
Verified
8.8
717
|
Verified
8.9
174
|
Verified
8.7
759
|
Verified
9.0
144
|
Verified
8.6
658
8.8
134
|
Verified
8.6
631
|
Verified
8.1
84
8.3
355
Internal Use
8.7
169
|
Verified
8.2
2744
|
Verified
9.1
153
|
Verified
8.5
360
8.2
90
8.4
455
8.8
152
|
Verified
8.7
714
|
Verified
9.0
157
|
Verified
8.6
692
|
Verified
9.0
174
|
Verified
8.6
707
|
Verified
Generative AI
8.4
34
7.7
422
Self-Service Experience
8.9
90
8.5
1513
8.7
87
8.4
1470
8.6
68
8.1
1277
8.3
51
8.1
770
8.7
55
8.2
815
Self-Service Platform
9.0
59
8.3
841
8.9
59
8.3
817
8.5
53
7.8
729
9.0
57
8.2
765
Agentic AI - Customer Self-Service
7.9
21
7.7
79
8.4
21
7.7
80
8.5
21
7.9
79
8.3
21
7.8
84
8.4
21
7.8
82
8.5
21
7.8
80
8.4
20
7.7
83
Generative AI
8.2(tied score)
23
8.2(tied score)
119
8.3(won by 0.2)
23
8.1
117
Process
8.8(won by 0.1)
40
8.7
491
9.2(won by 0.2)
44
9.0
637
9.4(won by 0.9)
45
8.5
489
Channels
9.6(won by 0.6)
45
9.0
626
9.0(won by 0.5)
42
8.5
545
9.2(won by 0.5)
42
8.7
516
9.1(won by 0.5)
41
8.6
459
9.3(won by 0.5)
41
8.8
484
Insight
9.1(won by 0.4)
42
8.7
494
8.7
45
8.9(won by 0.2)
546
8.4
40
8.8(won by 0.4)
516
8.7
43
9.0(won by 0.3)
591
Generative AI
8.0
35
7.6
184
8.3
35
7.7
183
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
Agentic AI - Google Workspace for Sales
Not enough data
7.2
6
Not enough data
7.9
7
Not enough data
7.4
7
Not enough data
7.4
7
Not enough data
7.6
7
Customer Query Resolution - AI Customer Support Agents
7.9
7
Not enough data
7.9
7
Not enough data
7.4
7
Not enough data
8.1
7
Not enough data
7.9
7
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.1
7
Not enough data
8.1
7
Not enough data
8.1
7
Not enough data
8.3
7
Not enough data
Automation
8.8
7
Not enough data
8.6
7
Not enough data
8.8
7
Not enough data
Autonomy
8.8
7
Not enough data
9.0
7
Not enough data
8.6
7
Not enough data
8.1
7
Not enough data
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
Categories
Categories
Shared Categories
Kustomer and Zoho Desk are categorized as AI Customer Support Agents, Digital Customer Service Platforms, Social Customer Service, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Kustomer is categorized as AI Agent Builders, Conversational Support, and AI Agents For Business Operations
Zoho Desk is categorized as Complaint Management, Contact Center Knowledge Base, Google Workspace for Sales, and Customer Communications Management
Reviews
Reviewers' Company Size
Kustomer
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoho Desk
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
11.5%
Health, Wellness and Fitness
6.1%
Apparel & Fashion
5.7%
Food & Beverages
5.5%
Other
58.1%
Information Technology and Services
17.8%
Computer Software
10.7%
Computer & Network Security
4.1%
Financial Services
3.6%
Retail
3.6%
Other
60.2%
Alternatives
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
Where do I find training VDO?
3 Comments
TW
I agree with you. VOD training is essential for fast implementation and developing "best practice" for your Desk software. I'm sure you have already...Read more
Is it possible for you to make integration with G suite a breeze?
2 Comments
PS
Hi Daniel,
Here are the steps to configure email forwarding from Gsuite to Zoho Desk:
Sign in to the Google Admin Console.
Click Apps, then click G...Read more
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