Link copied to clipboard # Zendesk for Customer Service vs eDesk Comparison - What are their main differences? Share [ Export ](/compare/zendesk-for-customer-service/edesk/export.csv) Zendesk for Customer ServiceeDesk[+ Add Product](#) Pricing **Zendesk for Customer Service** Free Trial **$19.00** 1 user per month billed annually · Support Only (Team) **eDesk** Free Trial **$39.00** Per Month · Essential **Pricing Insights** from reviews Time to Implement **Zendesk for Customer Service** 2 months Based on 1117 responses **eDesk** 1 monthFaster Based on 25 responses Return on Investment **Zendesk for Customer Service** 16 months Based on 842 responses **eDesk** 5 months11 months sooner Based on 24 responses Perceived Cost **Zendesk for Customer Service** $$$$$ **eDesk** $$$$$ Average Discount **Zendesk for Customer Service** 10%2% more **eDesk** 8% ![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service") ![eDesk](https://images.g2crowd.com/uploads/product/hd_favicon/37bfc3bcadcf2a9f3d8047f14a1a9141/edesk.svg "eDesk") G2 offers free advice on this comparison. Chat with an expert How would you like to receive Software Advice? ![](/assets/advisor_router/laptop_form-f1a7012279826105416befde8d882ffc7589b1f9db09c93a1379d601cafe8e0d.svg) FormAnswer questions at your own pace, no call required. ![](/assets/advisor_router/ai_agent-4d78629a3ba354fed449a65c60df3a6f2eda90fb98411b711df4b25d7be52a38.svg) AI AgentChat live and get a recommendation in minutes. ![](/assets/advisor_router/phone_call_picker-c48821ec36f4182d8ee3e54cfbd3937500eec54d7b7e0cfb80dc80a8a733842f.svg) Phone CallTalk it through live with a software advisor. **Pros & Cons** from reviews **Zendesk for Customer Service** [ Ease of Use (532) ](https://www.g2.com/products/zendesk-for-customer-service/reviews?filters%5Bsentiment_snippet%5D=1641133&qs=pros-and-cons#reviews)[ Features (402) ](https://www.g2.com/products/zendesk-for-customer-service/reviews?filters%5Bsentiment_snippet%5D=1637247&qs=pros-and-cons#reviews)[ Missing Features (217) ](https://www.g2.com/products/zendesk-for-customer-service/reviews?filters%5Bsentiment_snippet%5D=1640358&qs=pros-and-cons#reviews)[ Learning Curve (183) ](https://www.g2.com/products/zendesk-for-customer-service/reviews?filters%5Bsentiment_snippet%5D=1642915&qs=pros-and-cons#reviews) **eDesk** [ Ease of Use (22) ](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=2241888&qs=pros-and-cons#reviews)[ Customer Support (21) ](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=1453622&qs=pros-and-cons#reviews)[ Learning Curve (7) ](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=1976752&qs=pros-and-cons#reviews)[ Ticketing Issues (6) ](https://www.g2.com/products/edesk/reviews?filters%5Bsentiment_snippet%5D=2282686&qs=pros-and-cons#reviews) Integrations **Zendesk for Customer Service** [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_134c91bb90489a69dad41d269f19787f/8x8-work.png "Product Avatar Image") 8x8 Work ](https://www.g2.com/products/8x8-work/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_dad63cb7954c989da3523a03418e408b/ada-support-inc-ada.png "Product Avatar Image") Ada ](https://www.g2.com/products/ada-support-inc-ada/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_c7c291b02b4321fd24c2a3e962323b51/adapt-ideations.jpg "Product Avatar Image") Adapt Ideations ](https://www.g2.com/products/adapt-ideations/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_da24ab8969ae1c7989ab7867d0dd2142/aircall.png "Product Avatar Image") Aircall ](https://www.g2.com/products/aircall/reviews)[ View all ](https://www.g2.com/products/zendesk-for-customer-service/integrations) **eDesk** [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_6f7467a9095411d659210c508d7bb82a/amazon-virtual-private-cloud-amazon-vpc.jpg "Product Avatar Image") Amazon Virtual Private... ](https://www.g2.com/products/amazon-virtual-private-cloud-amazon-vpc/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_3706c596e77d22a347e136b787892b93/channelengine.png "Product Avatar Image") ChannelEngine ](https://www.g2.com/products/channelengine/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_71b3279994498356444c5ab8c8cb23ae/facebook.png "Product Avatar Image") Facebook ](https://www.g2.com/products/facebook/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_65e597103b089dfd2b79a04fd5ccbf3e/instagram-for-business.png "Product Avatar Image") Instagram for Business ](https://www.g2.com/products/instagram-for-business/reviews)[ View all ](https://www.g2.com/products/edesk/integrations) Screenshots **Zendesk for Customer Service** ![Zendesk for Customer Service screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/118635/9.2-Agent-wraps-up-the-conversation--_5_.png) **eDesk** ![eDesk screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/122021/g2---smart-inbox-2.png) **Ratings** from reviews Meets Requirements **Zendesk for Customer Service** 8.6 8.65,258 **eDesk** 9.1 9.161 Ease of Use **Zendesk for Customer Service** 8.5 8.55,538 **eDesk** 9.1 9.165 Ease of Setup **Zendesk for Customer Service** 8.0 8.03,393 **eDesk** 8.7 8.758 Ease of Admin **Zendesk for Customer Service** 8.2 8.23,189 **eDesk** 8.4 8.430 Quality of Support **Zendesk for Customer Service** 8.4 8.45,083 **eDesk** 9.3 9.360 Has the product been a good partner in doing business? **Zendesk for Customer Service** 8.4 8.43,112 **eDesk** 8.8 8.831 Product Direction (% positive) **Zendesk for Customer Service** 8.0 8.04,903 **eDesk** 9.0 9.059 **Features** ratings from reviews Customer Self-Service[Hide 17 FeaturesShow 17 Features](javascript:void(0);) 8.2 1,799 8.3 24 Generative AI AI Text Summarization Feature Not Available 8.6(won by default) 16 Self-Service Experience Knowledge Base 8.5 1534 8.7(won by 0.2) 21 Searchable Articles 8.5(won by 0.2) 1446 8.3 20 Community Forums 8.0(won by 0.3) 1024 7.7 20 Mobile Optimization 7.7(won by 0.3) 648 7.4 20 Personalization 8.0 781 8.2(won by 0.2) 20 Self-Service Platform Branding 8.2(tied score) 829 8.2(tied score) 21 Automation 8.2 853 8.9(won by 0.7) 22 (There is a greater than 0.5 difference between this product's rating and its competitors) Artificial Intelligence 7.7 682 8.3(won by 0.6) 20 (There is a greater than 0.5 difference between this product's rating and its competitors) Integrations 8.2 815 8.5(won by 0.3) 24 Agentic AI - Customer Self-Service Autonomous Task Execution 8.3(won by 0.1) 63 8.2 14 Multi-step Planning 8.3 63 8.7(won by 0.4) 14 Cross-system Integration 8.2 65 8.4(won by 0.2) 15 Adaptive Learning 8.7(won by 0.6) 63 (There is a greater than 0.5 difference between this product's rating and its competitors) 8.1 15 Natural Language Interaction 8.6(tied score) 62 8.6(tied score) 14 Proactive Assistance 8.2 63 8.6(won by 0.4) 14 Decision Making 8.1(tied score) 63 8.1(tied score) 14 Digital Customer Service Platforms[Hide 2 FeaturesShow 2 Features](javascript:void(0);) 8.1 80 6.8 11 Generative AI AI Text Generation 7.7(won by 1.0) 68 (There is a greater than 0.5 difference between this product's rating and its competitors) 6.7 10 AI Text Summarization 7.8(won by 1.0) 68 (There is a greater than 0.5 difference between this product's rating and its competitors) 6.8 11 Live Chat[Hide 44 FeaturesShow 44 Features](javascript:void(0);) 8.3 2,705 7.6 26 Generative AI AI Text Summarization 7.9(won by 0.3) 204 7.6 7 AI Text Generation Feature Not Available 8.1(won by default) 7 AI Text-to-Speech Feature Not Available 5.0(won by default) 6 Generative AI Not enough data Not enough data Communication Pop-up Chat 8.6(won by 1.0) 950 | Verified (There is a greater than 0.5 difference between this product's rating and its competitors) 7.6 7 Notifications 8.4 964 | Verified 8.5(won by 0.1) 8 Targeted Emails 8.1(tied score) 717 8.1(tied score) 7 In-App Messaging 8.5(won by 1.1) 735 | Verified (There is a greater than 0.5 difference between this product's rating and its competitors) 7.4 7 Co-Browsing 8.0(won by 0.6) 518 (There is a greater than 0.5 difference between this product's rating and its competitors) 7.4 7 Real-Time Notifications Not enough data Not enough data Real-time Consumer-facing Chat Not enough data Not enough data Internal Use Customization 8.0(won by 0.2) 1793 | Verified 7.8 20 Conversation Archiving 8.5(won by 1.1) 846 | Verified (There is a greater than 0.5 difference between this product's rating and its competitors) 7.4 7 Lead Development 8.1(won by 1.4) 647 (There is a greater than 0.5 difference between this product's rating and its competitors) 6.7 8 Knowledge Base 8.5(won by 0.6) 898 (There is a greater than 0.5 difference between this product's rating and its competitors) 7.9 7 Team Inbox 8.6(won by 0.6) 827 | Verified (There is a greater than 0.5 difference between this product's rating and its competitors) 8.0 10 Customer Profiles 8.3(won by 0.6) 846 | Verified (There is a greater than 0.5 difference between this product's rating and its competitors) 7.7 8 Additional Functionality Real-Time Analytics Not enough data Not enough data Email Management Not enough data Not enough data API Not enough data Not enough data Single Sign On Not enough data Not enough data Search/Filter Not enough data Not enough data Collaboration Tools Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Activity Dashboard Not enough data Not enough data Canned Responses Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Transfers/Routing Not enough data Not enough data Geotargeting Not enough data Not enough data Interaction Tracking Not enough data Not enough data CRM Not enough data Not enough data Transcripts/Chat History Not enough data Not enough data Document Storage Not enough data Not enough data Screen Sharing Not enough data Not enough data Contact Management Not enough data Not enough data Autoresponders Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Mobile Access Not enough data Not enough data AI Copilot Not enough data Not enough data Offline Form Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Support Ticket Management Not enough data Not enough data File Sharing Not enough data Not enough data Shared Inbox[Hide 12 FeaturesShow 12 Features](javascript:void(0);) 8.1 425 8.1 17 Productivity Tools Notes 8.6 327 8.9(won by 0.3) 16 Internal Discussion 8.3(won by 0.1) 324 8.2 14 Assignments and Tasks 8.4(won by 0.4) 312 8.0 15 Workflows 8.4 306 8.5(won by 0.1) 14 Templates 8.5 316 9.5(won by 1.0) 16 (There is a greater than 0.5 difference between this product's rating and its competitors) Integrations 8.2 312 8.4(won by 0.2) 15 Tagging System 8.2 346 8.4(won by 0.2) 15 Analytics Trends 7.7 263 8.6(won by 0.9) 14 (There is a greater than 0.5 difference between this product's rating and its competitors) Performance Tracking 8.0 306 8.6(won by 0.6) 14 (There is a greater than 0.5 difference between this product's rating and its competitors) Email Tracking 8.2 293 8.9(won by 0.7) 14 (There is a greater than 0.5 difference between this product's rating and its competitors) Agentic AI - Shared Inbox Autonomous Task Execution 7.1(won by 1.1) 21 (There is a greater than 0.5 difference between this product's rating and its competitors) 6.0 7 Decision Making 7.4(won by 0.7) 22 (There is a greater than 0.5 difference between this product's rating and its competitors) 6.7 8 Help Desk[Hide 74 FeaturesShow 74 Features](javascript:void(0);) 8.5 3,865 7.7 40 Ticket and Case Management Ticket Creation User Experience 8.8(won by 0.6) 2611 | Verified (There is a greater than 0.5 difference between this product's rating and its competitors) 8.2 25 Workflow 8.5 2621 | Verified 8.8(won by 0.3) 25 Automated Response 8.4(tied score) 2419 | Verified 8.4(tied score) 25 Service Level Agreement (SLA) Management 8.2 1949 | Verified 8.8(won by 0.6) 24 (There is a greater than 0.5 difference between this product's rating and its competitors) Attachments/Screencasts 8.4(won by 0.3) 2414 | Verified 8.1 22 Ticket Collaboration 8.6(won by 0.1) 2435 | Verified 8.5 25 Customer/Contact Database 8.3(won by 0.5) 1882 | Verified (There is a greater than 0.5 difference between this product's rating and its competitors) 7.8 20 Ticket Response User Experience 8.7(tied score) 2664 | Verified 8.7(tied score) 25 Workflow Management 8.2(won by default) 19 Not enough data Knowledge Base Management 8.2(won by default) 14 Not enough data Ticket Management 9.5(won by default) 29 Not enough data Queue Management 10.0(won by default) 6 Not enough data Inbox Management 10.0(won by default) 22 Not enough data Support Ticket Management 9.5(won by default) 21 Not enough data Email Management 8.5(won by default) 11 Not enough data Call Center Management Not enough data Not enough data Generative AI AI Text Generation 7.6(won by 0.8) 392 (There is a greater than 0.5 difference between this product's rating and its competitors) 6.8 14 AI Text Summarization 7.6(won by 0.6) 387 (There is a greater than 0.5 difference between this product's rating and its competitors) 7.0 14 Generative AI 6.7(won by default) 6 Not enough data Agentic AI - Help Desk Autonomous Task Execution 7.8(won by 1.3) 250 (There is a greater than 0.5 difference between this product's rating and its competitors) 6.5 9 Natural Language Interaction 7.9(won by 0.5) 246 (There is a greater than 0.5 difference between this product's rating and its competitors) 7.4 11 Proactive Assistance 8.0(won by 1.0) 248 (There is a greater than 0.5 difference between this product's rating and its competitors) 7.0 9 Communication Channels Customer Portal 8.5(won by 0.8) 2073 | Verified (There is a greater than 0.5 difference between this product's rating and its competitors) 7.7 20 Email to Case 8.8(won by 0.6) 2371 | Verified (There is a greater than 0.5 difference between this product's rating and its competitors) 8.2 22 Live Chat Support 8.4(won by 0.3) 1770 | Verified 8.1 23 Social Media Integration 8.0(won by 0.7) 1438 | Verified (There is a greater than 0.5 difference between this product's rating and its competitors) 7.3 20 Voice 8.0(won by 2.1) 1348 | Verified (There is a greater than 0.5 difference between this product's rating and its competitors) 5.9 18 Video Chat Not enough data Not enough data Platform Reporting 7.9(won by 0.5) 2425 | Verified (There is a greater than 0.5 difference between this product's rating and its competitors) 7.4 18 Activity Dashboard 8.0 2439 | Verified 8.2(won by 0.2) 20 Customization 8.0(won by 0.2) 1793 | Verified 7.8 20 User, Role, and Access Management 8.3(won by 0.4) 1974 | Verified 7.9 22 Third-Party Integrations 8.2 1811 | Verified 8.6(won by 0.4) 22 Mobile User Support 7.8(won by 1.7) 1392 | Verified (There is a greater than 0.5 difference between this product's rating and its competitors) 6.1 18 Mobile Access Not enough data Not enough data Additional Functionality Automated Routing 8.8(won by default) 8 Not enough data Reporting & Statistics 7.3(won by default) 11 Not enough data Customizable Fields 8.6(won by default) 7 Not enough data Multi-Channel Communication 10.0(won by default) 13 Not enough data Task Automation 9.4(won by default) 18 Not enough data Interaction Tracking 10.0(won by default) 10 Not enough data Macros/Templated Responses 10.0(won by default) 8 Not enough data Reporting/Analytics 8.1(won by default) 8 Not enough data Workflow Automation 8.5(won by default) 13 Not enough data Chatbot Not enough data Not enough data Autoresponders Not enough data Not enough data AI Copilot Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data CRM Not enough data Not enough data Gamification Not enough data Not enough data Conversation Intelligence Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Key Performance Indicators Not enough data Not enough data Collaboration Tools Not enough data Not enough data Voice Recognition Not enough data Not enough data Live Chat Not enough data Not enough data IVR Not enough data Not enough data Language Detection Not enough data Not enough data Multiple Data Sources Not enough data Not enough data Predictive Analytics Not enough data Not enough data API Not enough data Not enough data Alerts/Escalation Not enough data Not enough data Data Security Not enough data Not enough data Prioritization Not enough data Not enough data Secure Data Storage Not enough data Not enough data Performance Metrics Not enough data Not enough data Single Sign On Not enough data Not enough data Mobile App Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Email Templates Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Automated Responses Not enough data Not enough data Data Import/Export Not enough data Not enough data Personalization Not enough data Not enough data AI Customer Support Agents[Hide 36 FeaturesShow 36 Features](javascript:void(0);) 8.3 119 Not enough data Compliance Management Compliance Management Not enough data Not enough data Knowledge Base Management Knowledge Base Management Not enough data Not enough data Conversational AI Conversational AI Not enough data Not enough data CRM Integration CRM Integration Not enough data Not enough data Ticket Management Ticket Management Not enough data Not enough data Performance Metrics Performance Metrics Not enough data Not enough data Speech Recognition Speech Recognition Not enough data Not enough data Data Security Data Security Not enough data Not enough data Inquiry Routing Inquiry Routing Not enough data Not enough data Human-in-the-loop (HITL) Human-in-the-loop (HITL) Not enough data Not enough data Autonomous Task Execution Autonomous Task Execution Not enough data Not enough data Third-Party Integration Third-Party Integration Not enough data Not enough data Interaction Tracking Interaction Tracking Not enough data Not enough data Proactive Chat Proactive Chat Not enough data Not enough data Contextual Guidance Contextual Guidance Not enough data Not enough data Dashboard Dashboard Not enough data Not enough data Communications Management Communications Management Not enough data Not enough data Agentic Task Execution Agentic Task Execution Not enough data Not enough data Sentiment Analysis Sentiment Analysis Not enough data Not enough data Natural Language Processing Natural Language Processing Not enough data Not enough data Customer Query Resolution - AI Customer Support Agents Automated Ticket Resolution 8.4(won by default) 75 Not enough data Contextual Response Generation 8.1(won by default) 71 Not enough data Sentiment Analysis 8.2(won by default) 69 Not enough data Knowledge Base Utilization 8.3(won by default) 71 Not enough data Multilingual Support 8.2(won by default) 68 Not enough data Customer Interaction Automation - AI Customer Support Agents Proactive Customer Outreach 8.2(won by default) 70 Not enough data Feedback Collection 8.4(won by default) 70 Not enough data Escalation Handling 8.3(won by default) 71 Not enough data Workflow Optimization 8.5(won by default) 70 Not enough data Automation Customer Interaction Automation 8.7(won by default) 74 Not enough data Feedback Collection 8.6(won by default) 70 Not enough data Document Processing 7.9(won by default) 68 Not enough data Autonomy Independent Decision Making 8.1(won by default) 68 Not enough data Adaptive Responses 8.4(won by default) 67 Not enough data Task Execution 8.3(won by default) 69 Not enough data Problem Solving 8.3(won by default) 70 Not enough data Conversational Support[Hide 10 FeaturesShow 10 Features](javascript:void(0);) 8.1 1,098 Not enough data Conversational Platform Personalization 8.1(won by default) 861 Not enough data Omnichannel 8.3(won by default) 718 Not enough data Contextual Engagement 8.2(won by default) 681 Not enough data Proactive Engagement 8.2(won by default) 749 Not enough data Support Automation Intelligent Routing 8.1(won by default) 711 Not enough data Seamless Escalation 8.3(won by default) 756 Not enough data Transcripts 8.4(won by default) 717 Not enough data Self-Serve Support 8.1(won by default) 789 Not enough data Generative AI AI Text Generation 7.8(won by default) 202 Not enough data AI Text Summarization 7.8(won by default) 201 Not enough data Customer Service Automation[Hide 62 FeaturesShow 62 Features](javascript:void(0);) 7.9 120 Not enough data Customer Support Text 8.1(won by default) 83 Not enough data Speech 7.6(won by default) 76 Not enough data Knowledge Base 8.1(won by default) 86 Not enough data Knowledge Base Management Not enough data Not enough data Automation Ticket Resolution 8.1(won by default) 86 Not enough data Customization 8.2(won by default) 82 Not enough data Intelligent Routing 8.1(won by default) 83 Not enough data Customizable Templates Not enough data Not enough data Artificial Intelligence Learning 7.8(won by default) 81 Not enough data Language 7.6(won by default) 79 Not enough data Conversational AI 7.6(won by default) 85 Not enough data Generative AI Not enough data Not enough data Additional Functionality Workflow Management Not enough data Not enough data Interaction Tracking Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Single Sign On Not enough data Not enough data Self Service Portal Not enough data Not enough data Real-Time Analytics Not enough data Not enough data Customer Database Not enough data Not enough data Client Portal Not enough data Not enough data Inventory Management Not enough data Not enough data Tagging Not enough data Not enough data Configurable Workflow Not enough data Not enough data Customer History Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Support Ticket Management Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Widgets Not enough data Not enough data Search/Filter Not enough data Not enough data Chatbot Not enough data Not enough data Email Templates Not enough data Not enough data Activity Tracking Not enough data Not enough data Feedback Management Not enough data Not enough data Real-Time Data Not enough data Not enough data API Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Event Triggered Actions Not enough data Not enough data Website Integration Not enough data Not enough data Help Desk Management Not enough data Not enough data Call Center Management Not enough data Not enough data Queue Management Not enough data Not enough data SSL Security Not enough data Not enough data Social Media Integration Not enough data Not enough data CRM Not enough data Not enough data Chat/Messaging Not enough data Not enough data Live Chat Not enough data Not enough data AI Copilot Not enough data Not enough data Customizable Reports Not enough data Not enough data Email Management Not enough data Not enough data Customizable Branding Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Customizable Forms Not enough data Not enough data Customer Communication Not enough data Not enough data Activity Dashboard Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Customizable Fields Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Application Management Not enough data Not enough data Communication Management Not enough data Not enough data Role-Based Permissions Not enough data Not enough data Social Customer Service[Hide 14 FeaturesShow 14 Features](javascript:void(0);) 8.4 843 Not enough data Generative AI AI Text Generation 7.4(won by default) 77 Not enough data AI Text Summarization 7.5(won by default) 78 Not enough data Process Mentions 8.4(won by default) 563 Not enough data Tickets 9.1(won by default) 744 Not enough data Macros 8.8(won by default) 694 Not enough data Channels Email 9.0(won by default) 744 Not enough data Social 8.4(won by default) 587 Not enough data Live Chat 8.7(won by default) 565 Not enough data Phone 8.2(won by default) 487 Not enough data Text 8.3(won by default) 421 Not enough data Insight Surveys 8.1(won by default) 540 Not enough data Reporting 8.3(won by default) 647 Not enough data Visitor Activity 8.5(won by default) 562 Not enough data Help Desk 8.7(won by default) 667 Not enough data Online Marketplace Optimization Tools[Hide 7 FeaturesShow 7 Features](javascript:void(0);) Not enough data 7.8 14 Integration Import Not enough data 7.2(won by default) 10 Export Not enough data 7.3(won by default) 10 APIs Not enough data 7.5(won by default) 10 Store Management Localization Not enough data 8.3(won by default) 11 Marketplaces Not enough data 9.6(won by default) 12 Agentic AI - Online Marketplace Optimization Tools Cross-system Integration Not enough data 7.4(won by default) 7 Natural Language Interaction Not enough data 7.4(won by default) 7 Proactive Notification[Hide 8 FeaturesShow 8 Features](javascript:void(0);) 8.4 198 Not enough data Messaging Channels SMS Messaging 7.6(won by default) 77 Not enough data Email 9.1(won by default) 171 Not enough data Voice Messaging 8.3(won by default) 93 Not enough data Two way messaging 8.5(won by default) 101 Not enough data Administration Scheduling 8.2(won by default) 107 Not enough data Triggered Notifications 8.9(won by default) 155 Not enough data Segmentation 8.2(won by default) 110 Not enough data Integrations 8.4(won by default) 143 Not enough data Chatbots[Hide 42 FeaturesShow 42 Features](javascript:void(0);) 8.2 614 Not enough data Responses Customization 8.1(won by default) 465 Not enough data Control 8.1(won by default) 462 Not enough data Route To Human 8.3(won by default) 446 Not enough data Menu bars 8.1(won by default) 443 Not enough data Drip sequences 8.1(won by default) 352 Not enough data Platform Live chat 8.6(won by default) 470 Not enough data Integrations 8.3(won by default) 470 Not enough data Branding 8.3(won by default) 461 Not enough data Analytics 8.2(won by default) 464 Not enough data Collection of information 8.4(won by default) 452 Not enough data A/B testing Feature Not Available Not enough data Role-based access Feature Not Available Not enough data Augmented Analytics Not enough data Not enough data Proactive Chat Not enough data Not enough data Generative AI AI Text Generation 8.1(won by default) 110 Not enough data AI Text Summarization 8.1(won by default) 108 Not enough data Generative AI Not enough data Not enough data Additional Functionality Customer Surveys Not enough data Not enough data Lead Qualification Not enough data Not enough data Transcripts/Chat History Not enough data Not enough data Language Detection Not enough data Not enough data Pre-Configured Bot Not enough data Not enough data Lead Capture Not enough data Not enough data Code-free Development Not enough data Not enough data Natural Language Processing Not enough data Not enough data Multi-Language Not enough data Not enough data For Sales/Marketing Not enough data Not enough data Contextual Guidance Not enough data Not enough data Automated Responses Not enough data Not enough data Customer Support Not enough data Not enough data Chatbot Not enough data Not enough data Intent Recognition Not enough data Not enough data Sentiment Analysis Not enough data Not enough data Customer Experience Management Not enough data Not enough data Query Suggestions Not enough data Not enough data Transfers/Routing Not enough data Not enough data AI Copilot Not enough data Not enough data Canned Responses Not enough data Not enough data AI/Machine Learning Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Automated Routing Not enough data Not enough data Workflow Automation Not enough data Not enough data Complaint Management[Hide 61 FeaturesShow 61 Features](javascript:void(0);) 8.2 897 Not enough data Usability All-Employee Access 8.3(won by default) 664 Not enough data Supporting Documents 8.3(won by default) 661 Not enough data Two-Way Communication 8.4(won by default) 637 Not enough data Multi-Channel Communication 10.0(won by default) 5 Not enough data Reporting Priority Case Alerts 8.3(won by default) 586 Not enough data Trend Analysis 7.9(won by default) 561 Not enough data Performance Monitoring 8.2(won by default) 645 Not enough data Social Media Monitoring Not enough data Not enough data Generative AI AI Text Generation 7.3(won by default) 175 Not enough data AI Text Summarization 7.2(won by default) 174 Not enough data Generative AI Not enough data Not enough data Additional Functionality Social Media Integration Not enough data Not enough data Survey/Poll Management Not enough data Not enough data Live Chat Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Support Ticket Tracking Not enough data Not enough data Knowledge Base Management Not enough data Not enough data Customer Complaint Tracking Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Case Management Not enough data Not enough data API Not enough data Not enough data Collaboration Tools Not enough data Not enough data Customizable Templates Not enough data Not enough data AI Copilot Not enough data Not enough data Data Import/Export Not enough data Not enough data Interaction Tracking Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Audit Trail Not enough data Not enough data Issue Management Not enough data Not enough data Real-Time Updates Not enough data Not enough data Corrective and Preventive Actions (CAPA) Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Self Service Portal Not enough data Not enough data Multi-Channel Management Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Canned Responses Not enough data Not enough data Email Management Not enough data Not enough data Customizable Forms Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Activity Dashboard Not enough data Not enough data Prioritization Not enough data Not enough data Routing Not enough data Not enough data Support Ticket Management Not enough data Not enough data Widgets Not enough data Not enough data Chat/Messaging Not enough data Not enough data Alerts/Escalation Not enough data Not enough data Activity Tracking Not enough data Not enough data SSL Security Not enough data Not enough data Workflow Management Not enough data Not enough data Quality Assurance Not enough data Not enough data Feedback Management Not enough data Not enough data Issue Tracking Not enough data Not enough data Customizable Branding Not enough data Not enough data Tagging Not enough data Not enough data Customer Service Analytics Not enough data Not enough data Assignment Management Not enough data Not enough data Email Templates Not enough data Not enough data Customizable Reports Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Forms Management Not enough data Not enough data Workforce Management[Hide 117 FeaturesShow 117 Features](javascript:void(0);) 8.7 28 Not enough data Platform Customization 8.7(won by default) 20 Not enough data Integration APIs 9.2(won by default) 14 Not enough data Internationalization 9.6(won by default) 8 Not enough data User, Role, and Access Management 9.5(won by default) 11 Not enough data Activity Dashboard 8.8(won by default) 11 Not enough data Activity Dashboard Not enough data Not enough data Mobile Access Not enough data Not enough data Activity Dashboard Not enough data Not enough data Training Management Not enough data Not enough data Goal Management Not enough data Not enough data Feedback Management Not enough data Not enough data Action Management Not enough data Not enough data Mobile Access Not enough data Not enough data Activity Dashboard Not enough data Not enough data Benefits Dashboard Not enough data Not enough data Activity Dashboard Not enough data Not enough data Feedback Management Not enough data Not enough data Performance Management Not enough data Not enough data Recruitment Management Not enough data Not enough data Compliance Management Not enough data Not enough data Training Management Not enough data Not enough data Calendar Management Not enough data Not enough data Employee Management Not enough data Not enough data Orientation Workflow Management Not enough data Not enough data Task Management Not enough data Not enough data HR Management Not enough data Not enough data Help Desk Management Not enough data Not enough data Mobile Access Not enough data Not enough data Payroll Management Not enough data Not enough data Document Management Not enough data Not enough data Job Description Management Not enough data Not enough data Social Media Integration Not enough data Not enough data Mobile Access Not enough data Not enough data Activity Dashboard Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Assessment Management Not enough data Not enough data Social Media Integration Not enough data Not enough data Activity Dashboard Not enough data Not enough data Mobile Access Not enough data Not enough data Third-Party Integration Not enough data Not enough data Initiative Management Not enough data Not enough data Workflow Management Not enough data Not enough data Community Management Not enough data Not enough data Employee Referral Management Not enough data Not enough data Candidate Management Not enough data Not enough data Workflow Management Not enough data Not enough data Communication Management Not enough data Not enough data Advertising Management Not enough data Not enough data Application Management Not enough data Not enough data Email Management Not enough data Not enough data Job Management Not enough data Not enough data Discount Management Not enough data Not enough data Pipeline Management Not enough data Not enough data File Management Not enough data Not enough data Job Management Not enough data Not enough data Data Storage Management Not enough data Not enough data Compensation Management Not enough data Not enough data Employee Management Not enough data Not enough data Job Application Management Not enough data Not enough data HR Management Not enough data Not enough data Competency Management Not enough data Not enough data Performance Management Not enough data Not enough data Compliance Management Not enough data Not enough data Job Description Management Not enough data Not enough data Evaluation Management Not enough data Not enough data User Management Not enough data Not enough data Role-Based Permissions Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Workforce Management Platform Features Labor Forecasting Not enough data Not enough data Shift Scheduling Not enough data Not enough data Time & Attendance Tracking Not enough data Not enough data Absence & Leave Management Not enough data Not enough data Skills Management Not enough data Not enough data Succession Planning Not enough data Not enough data Workforce Analytics Not enough data Not enough data Self-Service Capabilities Not enough data Not enough data Mobile Shift Scheduling Not enough data Not enough data Team Communication Not enough data Not enough data Budgeting/Forecasting Not enough data Not enough data Automated Scheduling Not enough data Not enough data Employee Scheduling Not enough data Not enough data Time Off Management Not enough data Not enough data Workflow Management Not enough data Not enough data Timesheet Management Not enough data Not enough data Recruitment Management Not enough data Not enough data Performance Management Not enough data Not enough data Payroll Management Not enough data Not enough data Attendance Management Not enough data Not enough data Calendar Management Not enough data Not enough data Employee Management Not enough data Not enough data Compliance Management Not enough data Not enough data Compliance Tracking Not enough data Not enough data Activity Tracking Not enough data Not enough data Sick Leave Tracking Not enough data Not enough data Vacation/Leave Tracking Not enough data Not enough data Skills Tracking Not enough data Not enough data Variable Workforce Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Additional Functionality Real-Time Reporting Not enough data Not enough data Shift Swapping Not enough data Not enough data AI Copilot Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Reminders Not enough data Not enough data Self Service Portal Not enough data Not enough data Employee Database Not enough data Not enough data Time Off Requests Not enough data Not enough data Approval Process Control Not enough data Not enough data Performance Metrics Not enough data Not enough data Employee Onboarding Not enough data Not enough data Document Storage Not enough data Not enough data Real-Time Data Not enough data Not enough data Data Import/Export Not enough data Not enough data Time & Attendance Not enough data Not enough data Drag & Drop Not enough data Not enough data Clock In/Out Not enough data Not enough data Customizable Reports Not enough data Not enough data Generative AI Not enough data Not enough data Show 4 feature categories with incomplete data Artificial Intelligence[Hide 37 FeaturesShow 37 Features](javascript:void(0);) Not enough data Not enough data Additional Functionality Tagging Not enough data Not enough data Natural Language Processing Not enough data Not enough data Data Extraction Not enough data Not enough data Multi-Language Not enough data Not enough data Predictive Analytics Not enough data Not enough data Drag & Drop Not enough data Not enough data Speech Recognition Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Data Storage Management Not enough data Not enough data Virtual Personal Assistant (VPA) Not enough data Not enough data AI Copilot Not enough data Not enough data Customer Segmentation Not enough data Not enough data Collaboration Tools Not enough data Not enough data Data Import/Export Not enough data Not enough data Generative AI Not enough data Not enough data For eCommerce Not enough data Not enough data Role-Based Permissions Not enough data Not enough data Customizable Branding Not enough data Not enough data Search/Filter Not enough data Not enough data Monitoring Not enough data Not enough data Document Management Not enough data Not enough data API Not enough data Not enough data Data Visualization Not enough data Not enough data Trend Analysis Not enough data Not enough data Machine Learning Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Alerts/Escalation Not enough data Not enough data Performance Metrics Not enough data Not enough data Real-Time Data Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Mobile App Not enough data Not enough data Multiple Data Sources Not enough data Not enough data For Sales Teams/Organizations Not enough data Not enough data Sentiment Analysis Not enough data Not enough data Activity Dashboard Not enough data Not enough data Chatbot Not enough data Not enough data Workflow Automation Not enough data Not enough data Collaboration & Productivity[Hide 45 FeaturesShow 45 Features](javascript:void(0);) Not enough data Not enough data Additional Functionality Third-Party Integrations Not enough data Not enough data To-Do List Not enough data Not enough data @mentions Not enough data Not enough data Single Sign On Not enough data Not enough data File Management Not enough data Not enough data Activity Dashboard Not enough data Not enough data Drag & Drop Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Prioritization Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Screen Sharing Not enough data Not enough data Content Management Not enough data Not enough data Brainstorming Not enough data Not enough data AI Copilot Not enough data Not enough data File Transfer Not enough data Not enough data Calendar Management Not enough data Not enough data Status Tracking Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Version Control Not enough data Not enough data Task Management Not enough data Not enough data Activity Tracking Not enough data Not enough data Real Time Editing Not enough data Not enough data Communication Management Not enough data Not enough data Chat/Messaging Not enough data Not enough data Tagging Not enough data Not enough data Generative AI Not enough data Not enough data Assignment Management Not enough data Not enough data Task Scheduling Not enough data Not enough data Project Management Not enough data Not enough data Collaboration Tools Not enough data Not enough data Workflow Management Not enough data Not enough data Secure Data Storage Not enough data Not enough data File Sharing Not enough data Not enough data Document Storage Not enough data Not enough data Task Progress Tracking Not enough data Not enough data Discussions/Forums Not enough data Not enough data Commenting/Notes Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Contact Management Not enough data Not enough data Video Conferencing Not enough data Not enough data Progress Tracking Not enough data Not enough data Mobile Access Not enough data Not enough data API Not enough data Not enough data Document Management Not enough data Not enough data Customizable Branding Not enough data Not enough data Conversational Commerce Platforms[Hide 11 FeaturesShow 11 Features](javascript:void(0);) Not enough data Not enough data Conversational AI - Conversational Commerce Platforms Messaging and Notifications Not enough data Not enough data AI chatbots Not enough data Not enough data AI agents Not enough data Not enough data Voice assistants Not enough data Not enough data Communication apps Not enough data Not enough data Platform integration - Conversational Commerce Platforms Ecommerce stores Not enough data Not enough data Sales channels Not enough data Not enough data Payment Platform Not enough data Not enough data Internal tools Not enough data Not enough data Analytics and Reporting - Conversational Commerce Platforms Conversational analytics Not enough data Not enough data Advance reporting Not enough data Not enough data AI Agents[Hide 7 FeaturesShow 7 Features](javascript:void(0);) Not enough data Not enough data Agentic AI - AI Agents Autonomous Task Execution Not enough data Not enough data Multi-step Planning Not enough data Not enough data Cross-system Integration Not enough data Not enough data Adaptive Learning Not enough data Not enough data Natural Language Interaction Not enough data Not enough data Proactive Assistance Not enough data Not enough data Decision Making Not enough data Not enough data User Insights Reviewers' Company Size [![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service")](https://www.g2.com/products/zendesk-for-customer-service/reviews) Zendesk for Customer Service Small-Business(50 or fewer emp.) 40.7% Mid-Market(51-1000 emp.) 45.9% Enterprise(\> 1000 emp.) 13.3% [![eDesk](https://images.g2crowd.com/uploads/product/hd_favicon/37bfc3bcadcf2a9f3d8047f14a1a9141/edesk.svg "eDesk")](https://www.g2.com/products/edesk/reviews) eDesk Small-Business(50 or fewer emp.) 83.6% Mid-Market(51-1000 emp.) 16.4% Enterprise(\> 1000 emp.) 0% Small-Business (50 or fewer emp.) 40.7% 83.6% Mid-Market (51-1000 emp.) 45.9% 16.4% Enterprise (\> 1000 emp.) 13.3% 0% Reviewers' Industry [![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service")](https://www.g2.com/products/zendesk-for-customer-service/reviews) Zendesk for Customer Service Computer Software 14.1% Information Technology and Services 12.6% Financial Services 5.9% Retail 5.1% Consumer Services 4.4% Other 58.0% [![eDesk](https://images.g2crowd.com/uploads/product/hd_favicon/37bfc3bcadcf2a9f3d8047f14a1a9141/edesk.svg "eDesk")](https://www.g2.com/products/edesk/reviews) eDesk Retail 37.7% Automotive 11.6% Consumer Goods 11.6% Health, Wellness and Fitness 5.8% Apparel & Fashion 4.3% Other 29.0% Alternatives **Zendesk for Customer Service Alternatives** ![Hiver in Gmail](https://images.g2crowd.com/uploads/product/hd_favicon/8c69adc63f75a8bf2fccd3ff0884f94f/hiver-in-gmail.svg "Hiver in Gmail") [ Hiver in Gmail ](/products/hiver-in-gmail/reviews) ![Fin](https://images.g2crowd.com/uploads/product/hd_favicon/5d5fd30de40ef30f077664aa44f9775a/fin.svg "Fin") [ Fin ](/products/fin/reviews) ![Freshdesk](https://images.g2crowd.com/uploads/product/hd_favicon/700ca107b848b083e9b0659a98efb160/freshdesk.svg "Freshdesk") [ Freshdesk ](/products/freshdesk/reviews) ![Front](https://images.g2crowd.com/uploads/product/hd_favicon/1fe01c88159eb52ed7e93d98cdce08a5/front.svg "Front") [ Front ](/products/front/reviews) **eDesk Alternatives** ![Gorgias](https://images.g2crowd.com/uploads/product/hd_favicon/f2ea93430628f5d7db1467087af9ec37/gorgias.svg "Gorgias") [ Gorgias 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