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At a Glance
Market Segments
Mid-Market (65.5% of reviews)
Small-Business (72.6% of reviews)
Entry-Level Pricing
Starting at $89.00 1 User Per Month
$0.00
Kustomer
Star Rating
(503)4.5 out of 5
Market Segments
Mid-Market (65.5% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $89.00 1 User Per Month
Browse all 2 pricing plansZoho Desk
Star Rating
(7,134)4.4 out of 5
Market Segments
Small-Business (72.6% 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.
- Reviews say that both Zoho Desk and Kustomer have a strong ticket creation user experience, but Kustomer shines with a score of 9.2 compared to Zoho Desk's 8.6, indicating that users find Kustomer's interface more intuitive and efficient for creating tickets.
- Users report that Kustomer excels in ticket response user experience, scoring 9.1, while Zoho Desk scores 8.5. Reviewers mention that Kustomer's response times and ease of communication are particularly praised.
- G2 users highlight Kustomer's superior quality of support, with a score of 8.9 versus Zoho Desk's 8.3. Reviewers mention that Kustomer's support team is more responsive and helpful, making it easier to resolve issues quickly.
- Users on G2 note that Kustomer offers better automation features, scoring 8.8 compared to Zoho Desk's 8.3. Reviewers mention that Kustomer's automation capabilities streamline workflows more effectively, enhancing productivity.
- Reviewers mention that Kustomer's customer profiles feature, scoring 9.0, provides a more comprehensive view of customer interactions compared to Zoho Desk's 8.6, allowing for better personalization and service.
- Users say that Kustomer's integration capabilities are more robust, scoring 8.9 against Zoho Desk's 8.2. Reviewers highlight that Kustomer seamlessly connects with various third-party applications, enhancing overall functionality.
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
378
8.7
5,665
Ease of Use
8.8
393
8.5
5,743
Ease of Setup
8.6
203
8.1
5,018
Ease of Admin
8.1
151
8.3
4,725
Quality of Support
9.0
360
8.3
5,095
Has the product been a good partner in doing business?
8.8
147
8.4
4,266
Product Direction (% positive)
8.8
369
8.9
5,430
Features by Category
Ticket and Case Management
9.2
181
|
Verified
8.6
3319
|
Verified
9.1
185
|
Verified
8.5
3289
|
Verified
8.9
188
|
Verified
8.3
3064
|
Verified
8.9
181
|
Verified
8.3
2912
|
Verified
8.9
160
|
Verified
8.2
2628
|
Verified
8.9
179
|
Verified
8.4
2907
|
Verified
9.2
180
|
Verified
8.5
2912
|
Verified
9.2
179
|
Verified
8.3
2500
|
Verified
Generative AI
7.8
48
7.4
960
8.4
48
7.4
949
Agentic AI - Help Desk
7.8
42
7.1
357
7.9
42
7.1
360
8.1
42
7.2
355
Communication Channels
8.9
163
|
Verified
8.3
2853
|
Verified
9.3
184
|
Verified
8.6
3071
|
Verified
9.1
160
|
Verified
8.2
2384
|
Verified
8.5
160
|
Verified
8.0
2144
|
Verified
8.7
148
7.8
1906
|
Verified
Platform
8.0
82
8.1
2277
|
Verified
8.7
168
|
Verified
8.2
2726
|
Verified
9.2
123
|
Verified
8.4
2825
|
Verified
8.9
119
|
Verified
8.1
2242
|
Verified
8.4
155
|
Verified
8.2
2785
|
Verified
8.5
155
|
Verified
8.4
2942
|
Verified
Administration
Not enough data
8.2
341
Not enough data
8.2
340
Not enough data
8.4
344
Knowledge Management
Not enough data
8.6
322
Not enough data
8.2
315
Not enough data
8.2
322
Compliance
Not enough data
8.4
336
Not enough data
8.3
333
Not enough data
8.2
335
Not enough data
8.1
333
Customer Support
Not enough data
8.2
311
Not enough data
8.2
312
Not enough data
8.0
309
Data Security
Not enough data
8.1
335
Not enough data
8.1
329
Not enough data
8.4
334
Not enough data
8.4
331
Administration
Not enough data
8.1
313
Not enough data
8.4
315
Not enough data
8.5
312
Generative AI
Not enough data
7.6
248
Channels
Not enough data
8.2
569
Not enough data
8.0
555
Not enough data
7.3
548
Design
Not enough data
7.9
545
Not enough data
7.7
554
Not enough data
8.1
550
Not enough data
8.1
545
Not enough data
8.1
531
Generative AI
Not enough data
7.5
427
Not enough data
7.5
420
Usability
Not enough data
8.3
445
Not enough data
8.3
442
Not enough data
8.3
434
Reporting
Not enough data
8.3
429
Not enough data
8.2
415
Not enough data
8.3
422
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
183
Not enough data
9.1
178
Not enough data
9.0
164
Not enough data
8.9
85
Not enough data
Support Automation
9.0
161
Not enough data
9.0
176
Not enough data
9.2
153
Not enough data
8.6
88
Not enough data
Generative AI
8.2
53
Not enough data
8.3
53
Not enough data
Generative AI
7.3
43
7.9
176
7.5
43
8.0
178
6.9
42
7.8
177
Communication
8.9
156
|
Verified
8.8
718
|
Verified
8.9
174
|
Verified
8.7
758
|
Verified
9.0
144
|
Verified
8.6
659
8.8
134
|
Verified
8.6
632
|
Verified
8.1
84
8.3
356
Internal Use
8.7
168
|
Verified
8.2
2726
|
Verified
9.1
153
|
Verified
8.5
361
8.2
90
8.4
456
8.8
152
|
Verified
8.7
712
|
Verified
9.0
157
|
Verified
8.7
692
|
Verified
9.0
174
|
Verified
8.6
708
|
Verified
Generative AI
8.4
34
7.7
423
Self-Service Experience
8.9
90
8.5
1508
8.7
87
8.4
1469
8.6
68
8.1
1275
8.3
51
8.1
770
8.7
55
8.2
815
Self-Service Platform
9.0
59
8.3
838
8.9
59
8.3
815
8.5
53
7.8
725
9.0
57
8.2
761
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
81
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
490
9.2(won by 0.2)
44
9.0
634
9.4(won by 0.9)
45
8.5
487
Channels
9.6(won by 0.6)
45
9.0
624
9.0(won by 0.5)
42
8.5
543
9.2(won by 0.5)
42
8.7
514
9.1(won by 0.5)
41
8.6
457
9.3(won by 0.5)
41
8.8
482
Insight
9.1(won by 0.4)
42
8.7
493
8.7
45
8.9(won by 0.2)
545
8.4
40
8.8(won by 0.4)
515
8.7
43
9.0(won by 0.3)
589
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
7.5
6
Not enough data
6.9
6
Not enough data
6.9
6
Not enough data
7.2
6
Customer Query Resolution - AI Customer Support Agents
7.5
6
Not enough data
7.5
6
Not enough data
6.9
6
Not enough data
7.8
6
Not enough data
7.5
6
Not enough data
Customer Interaction Automation - AI Customer Support Agents
7.8
6
Not enough data
7.8
6
Not enough data
7.8
6
Not enough data
8.1
6
Not enough data
Automation
8.6
6
Not enough data
8.3
6
Not enough data
8.6
6
Not enough data
Autonomy
8.6
6
Not enough data
8.9
6
Not enough data
8.3
6
Not enough data
7.8
6
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 Digital Customer Service Platforms, Social Customer Service, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Kustomer is categorized as AI Customer Support Agents, AI Agent Builders, Conversational Support, and AI Agents For Business Operations
Zoho Desk is categorized as Customer Communications Management, Google Workspace for Sales, Contact Center Knowledge Base, and Complaint 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
12.8%
Retail
11.8%
Health, Wellness and Fitness
6.2%
Apparel & Fashion
5.8%
Food & Beverages
5.6%
Other
57.8%
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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