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At a Glance
Market Segments
Small-Business (60.0% of reviews)
Small-Business (72.6% of reviews)
Entry-Level Pricing
No pricing available
$0.00
Zammad
Star Rating
(10)4.5 out of 5
Market Segments
Small-Business (60.0% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
No pricing available
Learn more about ZammadZoho Desk
Star Rating
(7,126)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.
- Users report that Zoho Desk excels in its ticket creation user experience, scoring 8.7, while Zammad falls slightly behind at 8.0. Reviewers mention that Zoho Desk's intuitive interface makes it easier for agents to create and manage tickets efficiently.
- Reviewers mention that Zoho Desk offers superior ticket response user experience with a score of 8.6 compared to Zammad's 7.0. Users on G2 appreciate the streamlined communication features that help agents respond to customer inquiries more effectively.
- G2 users highlight that Zoho Desk's workflow capabilities score 8.4, significantly outperforming Zammad's 6.7. Reviewers say that Zoho Desk's automation features, such as Response Automation, allow for smoother operations and reduced manual effort.
- Users say that Zoho Desk's SLA Management feature, rated at 8.3, is more robust than Zammad's offerings. Reviewers mention that this helps businesses maintain service quality and meet customer expectations consistently.
- Reviewers mention that Zoho Desk's knowledge base functionality scores 8.7, while Zammad's is rated lower. Users report that the comprehensive and easily searchable articles in Zoho Desk enhance self-service options for customers.
- Users on G2 report that Zoho Desk's multi-channel coverage, scoring 8.3, provides a more integrated experience across various platforms compared to Zammad. Reviewers say that the seamless integration of email, social media, and live chat in Zoho Desk enhances customer engagement.
Pricing
Entry-Level Pricing
Zammad
No pricing availableZoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
Zammad
No trial information availableZoho Desk
Free Trial is available
Ratings
Meets Requirements
8.3
8
8.7
5,663
Ease of Use
9.0
8
8.5
5,741
Ease of Setup
Not enough data
8.1
5,016
Ease of Admin
Not enough data
8.3
4,723
Quality of Support
Not enough data
8.3
5,093
Has the product been a good partner in doing business?
Not enough data
8.4
4,264
Product Direction (% positive)
8.3
7
8.9
5,428
Features by Category
Ticket and Case Management
8.0
5
8.6
3317
|
Verified
7.0
5
8.5
3289
|
Verified
6.7
5
8.3
3063
|
Verified
Not enough data
8.3
2911
|
Verified
Not enough data
8.2
2627
|
Verified
6.7
5
8.4
2907
|
Verified
Not enough data
8.5
2912
|
Verified
Not enough data
8.3
2500
|
Verified
Generative AI
Not enough data
7.4
960
Not enough data
7.4
949
Agentic AI - Help Desk
Not enough data
7.1
357
Not enough data
7.1
360
Not enough data
7.2
355
Communication Channels
7.0
5
8.3
2853
|
Verified
Not enough data
8.6
3071
|
Verified
Not enough data
8.2
2383
|
Verified
Not enough data
8.0
2144
|
Verified
Not enough data
7.8
1906
|
Verified
Platform
Not enough data
8.1
2277
|
Verified
Not enough data
8.2
2725
|
Verified
Not enough data
8.4
2825
|
Verified
Not enough data
8.1
2240
|
Verified
Not enough data
8.2
2784
|
Verified
Not enough data
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
Generative AI
Not enough data
7.9
176
Not enough data
8.0
178
Not enough data
7.8
177
Communication
Not enough data
8.8
718
|
Verified
Not enough data
8.7
758
|
Verified
Not enough data
8.6
659
Not enough data
8.6
632
|
Verified
Not enough data
8.3
356
Internal Use
Not enough data
8.2
2725
|
Verified
Not enough data
8.5
361
Not enough data
8.4
456
Not enough data
8.7
712
|
Verified
Not enough data
8.7
692
|
Verified
Not enough data
8.6
708
|
Verified
Generative AI
Not enough data
7.7
423
Self-Service Experience
Not enough data
8.5
1508
Not enough data
8.4
1469
Not enough data
8.1
1275
Not enough data
8.1
770
Not enough data
8.2
815
Self-Service Platform
Not enough data
8.3
838
Not enough data
8.3
815
Not enough data
7.8
725
Not enough data
8.2
761
Agentic AI - Customer Self-Service
Not enough data
7.7
79
Not enough data
7.7
80
Not enough data
7.9
79
Not enough data
7.8
84
Not enough data
7.8
82
Not enough data
7.8
80
Not enough data
7.7
81
Generative AI
Not enough data
8.2(won by default)
119
Not enough data
8.1(won by default)
117
Process
Not enough data
8.7(won by default)
490
Not enough data
9.0(won by default)
634
Not enough data
8.5(won by default)
487
Channels
Not enough data
9.0(won by default)
624
Not enough data
8.5(won by default)
543
Not enough data
8.7(won by default)
514
Not enough data
8.6(won by default)
457
Not enough data
8.8(won by default)
482
Insight
Not enough data
8.7(won by default)
493
Not enough data
8.9(won by default)
545
Not enough data
8.8(won by default)
515
Not enough data
9.0(won by default)
589
Generative AI
Not enough data
7.6
184
Not enough data
7.7
183
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
Categories
Categories
Shared Categories
Zammad and Zoho Desk are categorized as Contact Center Knowledge Base and Help Desk
Unique Categories
Zammad has no unique categories
Zoho Desk is categorized as Digital Customer Service Platforms, Social Customer Service, Live Chat, Customer Self-Service, Customer Communications Management, Google Workspace for Sales, and Complaint Management
Reviews
Reviewers' Company Size
Zammad
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
Information Technology and Services
20.0%
Research
10.0%
Primary/Secondary Education
10.0%
Medical Devices
10.0%
Health, Wellness and Fitness
10.0%
Other
40.0%
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
Zammad has no discussions with answers
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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