Compare Nutshell and Zendesk for Customer Service 
At a Glance
Market Segments
Small-Business (79.0% of reviews)
Mid-Market (45.6% of reviews)
Entry-Level Pricing
Starting at $13.00 1 user Per Month
$19.00 1 user per month billed annually
Nutshell
Star Rating
(1,412)4.3 out of 5
Market Segments
Small-Business (79.0% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $13.00 1 user Per Month
Free Trial is available
Browse all 8 pricing plansZendesk for Customer Service
Star Rating
(6,787)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.
- Users report that both Zendesk Support Suite and Nutshell have a strong ease of use, with Zendesk scoring 8.6 and Nutshell slightly higher at 8.7. Reviewers mention that Zendesk's intuitive interface is beneficial for teams, while Nutshell's user-friendly design makes onboarding new staff seamless.
- Reviewers mention that Zendesk Support Suite excels in its quality of support, scoring 8.4, but Nutshell outperforms with a score of 8.7. Users say that Zendesk's support team is responsive, but Nutshell's personalized assistance is often highlighted as a standout feature.
- Users on G2 report that Zendesk has a broader market appeal, particularly in the mid-market segment, while Nutshell is favored by small businesses, with 79.2% of its reviews coming from that demographic. Reviewers say that this makes Nutshell a more tailored solution for smaller teams.
- Reviewers mention that both products have a solid entry-level price, with Zendesk starting at $19.00 and Nutshell at $13.00. Users report that Nutshell's pricing structure is more accessible for startups, making it a popular choice among small business owners.
- Users say that Zendesk's product direction is promising, scoring 8.0, but Nutshell's score of 8.5 indicates a more favorable outlook among users. Reviewers mention that Nutshell's commitment to continuous improvement and feature updates is a significant draw for many.
- G2 users report that while both products meet requirements effectively, Zendesk scores slightly higher at 8.6 compared to Nutshell's 8.4. Reviewers mention that Zendesk's robust reporting features and integration capabilities are particularly beneficial for larger teams, while Nutshell's simplicity is appreciated by smaller operations.
Pricing
Entry-Level Pricing
Nutshell
Sales Foundation
Starting at $13.00
1 user Per Month
An easy to use, flexible CRM that helps teams organize their contacts, leads, and conversations in order to grow.
- Unlimited storage, contacts & accounts
- Contact management and communication timelines
- Email and calendar sync
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
Nutshell
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
8.4
1,123
8.6
5,169
Ease of Use
8.7
1,221
8.6
5,270
Ease of Setup
8.5
655
8.0
3,237
Ease of Admin
8.7
523
8.2
3,105
Quality of Support
8.7
1,026
8.4
4,898
Has the product been a good partner in doing business?
8.8
516
8.4
3,029
Product Direction (% positive)
8.5
1,111
8.0
4,824
Features by Category
Sales Force Automation
8.5
890
|
Verified
Not enough data
Feature Not Available
Not enough data
8.3
863
|
Verified
Not enough data
8.1
879
|
Verified
Not enough data
7.5
676
|
Verified
Not enough data
8.1
728
|
Verified
Not enough data
7.4
675
|
Verified
Not enough data
7.3
584
Not enough data
7.6
651
Not enough data
Marketing Automation
7.7
671
|
Verified
Not enough data
7.6
603
Not enough data
8.4
814
|
Verified
Not enough data
7.2
574
Not enough data
Customer Support
7.9
637
Not enough data
7.9
660
|
Verified
Not enough data
8.0
690
|
Verified
Not enough data
7.4
557
|
Verified
Not enough data
7.8
577
|
Verified
Not enough data
Reporting & Analytics
7.8
795
|
Verified
Not enough data
8.2
857
|
Verified
Not enough data
7.4
683
|
Verified
Not enough data
Mobile & Social
7.2
552
|
Verified
Not enough data
7.0
551
|
Verified
Not enough data
7.1
649
|
Verified
Not enough data
Platform
7.7
639
|
Verified
Not enough data
7.9
611
|
Verified
Not enough data
8.4
661
|
Verified
Not enough data
7.2
483
|
Verified
Not enough data
6.5
427
|
Verified
Not enough data
7.2
501
Not enough data
8.4
639
|
Verified
Not enough data
7.3
482
|
Verified
Not enough data
Integration
7.9
607
|
Verified
Not enough data
7.5
541
|
Verified
Not enough data
7.3
478
|
Verified
Not enough data
Generative AI
Feature Not Available
Not enough data
Agentic AI - CRM
7.6
42
Not enough data
7.5
40
Not enough data
7.2
41
Not enough data
7.3
41
Not enough data
7.2
41
Not enough data
7.3
40
Not enough data
7.2
41
Not enough data
Email Marketing
8.1
249
Not enough data
8.4
261
Not enough data
Feature Not Available
Not enough data
8.3
260
Not enough data
8.5
264
Not enough data
8.1
249
Not enough data
Feature Not Available
Not enough data
8.2
222
Not enough data
Feature Not Available
Not enough data
Reporting & Analytics
7.1
139
Not enough data
8.1
241
Not enough data
Generative AI
6.5
159
Not enough data
6.7
159
Not enough data
Agentic AI - Email Marketing
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
Integration
8.0
246
Not enough data
7.2
206
Not enough data
7.0
197
Not enough data
7.8
218
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Ticket and Case Management
Not enough data
8.8
2577
|
Verified
Not enough data
8.7
2603
|
Verified
Not enough data
8.5
2530
|
Verified
Not enough data
8.4
2364
|
Verified
Not enough data
8.2
1930
|
Verified
Not enough data
8.4
2407
|
Verified
Not enough data
8.6
2406
|
Verified
Not enough data
8.3
1862
|
Verified
Generative AI
Not enough data
7.6
386
Not enough data
7.6
385
Agentic AI - Help Desk
Not enough data
7.8
246
Not enough data
7.9
244
Not enough data
8.0
246
Communication Channels
Not enough data
8.5
2066
|
Verified
Not enough data
8.8
2327
|
Verified
Not enough data
8.4
1744
|
Verified
Not enough data
8.0
1435
|
Verified
Not enough data
8.0
1322
|
Verified
Platform
Not enough data
7.7
1390
|
Verified
Not enough data
8.0
1781
|
Verified
Not enough data
8.3
1956
|
Verified
Not enough data
8.2
1761
|
Verified
Not enough data
7.9
2364
|
Verified
Not enough data
8.0
2416
|
Verified
Integrated Workflows
8.3
195
Not enough data
8.2
192
Not enough data
7.3
160
Not enough data
Feature Not Available
Not enough data
8.1
170
Not enough data
8.0
180
Not enough data
8.1
168
Not enough data
Repeatability and Reportability
Feature Not Available
Not enough data
8.2
173
Not enough data
8.2
168
Not enough data
7.4
151
Not enough data
Feature Not Available
Not enough data
AI and Automation
7.7
165
Not enough data
7.9
164
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Generative AI
Feature Not Available
Not enough data
Agentic AI - Sales Engagement
6.8
12
Not enough data
7.5
12
Not enough data
7.2
12
Not enough data
7.2
13
Not enough data
7.5
12
Not enough data
7.7
13
Not enough data
7.4
12
Not enough data
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
Not enough data
8.1
860
Not enough data
8.3
716
Not enough data
8.2
683
Not enough data
8.2
748
Support Automation
Not enough data
8.1
713
Not enough data
8.3
756
Not enough data
8.4
714
Not enough data
8.1
788
Generative AI
Not enough data
7.8
203
Not enough data
7.8
202
Messaging Channels
Not enough data
7.6
78
Not enough data
9.0
170
Not enough data
8.3
94
Not enough data
8.5
101
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
Customization
8.3
44
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.7
41
Not enough data
Additional Functionality
8.6
43
Not enough data
6.8
35
Not enough data
8.5
42
Not enough data
6.6
33
Not enough data
8.0
40
Not enough data
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
Not enough data
Feature Not Available
Not enough data
7.9
206
Not enough data
Feature Not Available
Communication
Not enough data
8.6
948
|
Verified
Not enough data
8.4
962
|
Verified
Not enough data
8.1
719
Not enough data
8.5
735
|
Verified
Not enough data
8.0
520
Internal Use
Not enough data
8.0
1781
|
Verified
Not enough data
8.5
847
|
Verified
Not enough data
8.1
649
Not enough data
8.5
897
Not enough data
8.6
825
|
Verified
Not enough data
8.3
845
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
Not enough data
8.5
1510
Not enough data
8.5
1441
Not enough data
8.0
1024
Not enough data
7.7
647
Not enough data
8.0
779
Self-Service Platform
Not enough data
8.2
829
Not enough data
8.2
845
Not enough data
7.7
664
Not enough data
8.2
811
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
65
Not enough data
8.7
63
Not enough data
8.6
61
Not enough data
8.2
63
Not enough data
8.1
63
Generative AI
Not enough data
7.5(won by default)
78
Not enough data
7.5(won by default)
79
Process
Not enough data
8.4(won by default)
564
Not enough data
9.1(won by default)
744
Not enough data
8.8(won by default)
693
Channels
Not enough data
9.0(won by default)
743
Not enough data
8.4(won by default)
587
Not enough data
8.7(won by default)
566
Not enough data
8.2(won by default)
487
Not enough data
8.3(won by default)
422
Insight
Not enough data
8.1(won by default)
540
Not enough data
8.3(won by default)
648
Not enough data
8.5(won by default)
563
Not enough data
8.7(won by default)
667
Generative AI
Not enough data
7.8
67
Not enough data
7.7
66
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
Agentic AI - Google Workspace for Sales
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
Agentic AI - Sales Performance Management
6.7
9
Not enough data
7.4
9
Not enough data
6.9
9
Not enough data
Incentives
6.8
94
Not enough data
6.6
98
Not enough data
6.5
94
Not enough data
7.6
99
Not enough data
Personalization
7.5
107
Not enough data
7.7
106
Not enough data
8.2
118
Not enough data
7.7
105
Not enough data
Administrative
7.7
109
Not enough data
7.5
103
Not enough data
7.3
97
Not enough data
Agentic AI - Email Tracking
7.9
12
Not enough data
8.2
11
Not enough data
8.3
11
Not enough data
8.5
11
Not enough data
8.2
11
Not enough data
8.5
11
Not enough data
8.5
11
Not enough data
Analytics
8.0
187
Not enough data
8.0
181
Not enough data
7.9
175
Not enough data
Customizations
8.4
185
Not enough data
8.3
192
Not enough data
8.3
192
Not enough data
8.0
176
Not enough data
8.4
190
Not enough data
Generative AI
Feature Not Available
Not enough data
Agentic AI - Sales Analytics
6.9
13
Not enough data
6.9
13
Not enough data
7.1
13
Not enough data
7.2
13
Not enough data
7.7
13
Not enough data
Data Sourcing
7.6
163
Not enough data
7.9
173
Not enough data
Feature Not Available
Not enough data
8.5
184
Not enough data
8.2
170
Not enough data
Predictive Analytics
7.9
172
Not enough data
7.8
167
Not enough data
Feature Not Available
Not enough data
7.5
161
Not enough data
Sales Management
8.4
189
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.5
197
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.4
72
Not enough data
8.1
71
Not enough data
8.2
70
Not enough data
8.3
70
Not enough data
8.3
69
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
70
Not enough data
8.4
71
Not enough data
8.3
71
Not enough data
8.5
70
Automation
Not enough data
8.7
73
Not enough data
8.6
71
Not enough data
7.9
69
Autonomy
Not enough data
8.1
69
Not enough data
8.4
68
Not enough data
8.4
70
Not enough data
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
8.9
11
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
8.9
6
Not enough data
9.2
8
Not enough data
8.5
9
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
Nutshell and Zendesk for Customer Service share no categories
Unique Categories
Nutshell is categorized as Sales Engagement, Google Workspace for Sales, Sales Analytics, CRM, Sales Performance Management, Email Tracking, Online Form Builder, and Email Marketing
Zendesk for Customer Service is categorized as Workforce Management, Conversational Commerce Platforms, Help Desk, Live Chat, Chatbots, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, Conversational Support, Complaint Management, Customer Self-Service, Customer Service Automation, Digital Customer Service Platforms, Social Customer Service, and Proactive Notification
Reviews
Reviewers' Company Size
Nutshell
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
Marketing and Advertising
7.9%
Computer Software
7.5%
Construction
5.3%
Information Technology and Services
4.9%
Financial Services
3.3%
Other
71.1%
Computer Software
14.1%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.4%
Other
57.9%
Discussions
I am unable to email from Nutshell. This started after my company did an upgrade. Also, How do I could get multiple bcc emails to show in their account? Or is they a way to use a distribution group list and have each email show up in members accounts? I may need help getting it set up.
2 Comments
AR
Call the Help Desk; they typically answer earlier in the day or call you back the same day. There is no BCC availability that I am aware of.Read more
What integration options have you found that work best for Nutshell?
2 Comments
AB
I love fireflies.ai but it requires API or zapier
Google workplaces has a great chrome extension for gmail which has caught a lot more for input f...Read more
Is there a limit to the number of contacts that I can add to Nutshell?
1 Comment
Official Response from Nutshell
No. All Nutshell subscriptions include unlimited contacts and data storage.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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