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At a Glance
Market Segments
Mid-Market (45.7% of reviews)
Small-Business (72.6% of reviews)
Entry-Level Pricing
$19.00 1 user per month billed annually
$0.00
Zendesk for Customer Service
Star Rating
(6,647)4.3 out of 5
Market Segments
Mid-Market (45.7% of reviews)
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansZoho Desk
Star Rating
(7,077)4.4 out of 5
Market Segments
Small-Business (72.6% of reviews)
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 Zendesk Support Suite excels in ticket creation user experience, scoring 8.8, while Zoho Desk follows closely with 8.6. Reviewers mention that Zendesk's intuitive interface makes it easy to create and manage tickets efficiently.
- Reviewers mention that both products offer strong email support, with both scoring 9.0. However, users on G2 highlight that Zendesk's email integration is particularly seamless, allowing for better tracking and management of customer interactions.
- Users say that Zendesk Support Suite shines in its performance and reliability, scoring 8.6 compared to Zoho Desk's 8.5. Reviewers appreciate the consistent uptime and fast response times, which are crucial for maintaining customer satisfaction.
- G2 users report that Zoho Desk has a slight edge in entry-level pricing, being free for small businesses, while Zendesk starts at $19.00. This makes Zoho Desk a more attractive option for startups and small teams looking to minimize costs.
- Reviewers mention that both platforms have robust reporting features, but Zoho Desk scores higher at 8.9 compared to Zendesk's 8.3. Users appreciate Zoho's customizable dashboards and detailed analytics, which help in making informed business decisions.
- Users report that Zendesk's workflow automation features are highly praised, scoring 8.5, while Zoho Desk scores 8.3. Reviewers highlight Zendesk's ability to automate repetitive tasks, which significantly improves efficiency in handling customer queries.
Pricing
Entry-Level Pricing
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
Zoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
Zendesk for Customer Service
Free Trial is available
Zoho Desk
Free Trial is available
Ratings
Meets Requirements
8.6
5,110
8.7
5,611
Ease of Use
8.6
5,154
8.5
5,689
Ease of Setup
8.0
3,178
8.1
4,965
Ease of Admin
8.2
3,073
8.3
4,684
Quality of Support
8.4
4,788
8.3
5,045
Has the product been a good partner in doing business?
8.4
2,999
8.4
4,226
Product Direction (% positive)
8.0
4,764
8.9
5,378
Features by Category
Ticket and Case Management
8.8
2548
|
Verified
8.6
3281
|
Verified
8.7
2563
|
Verified
8.5
3263
|
Verified
8.5
2489
|
Verified
8.3
3036
|
Verified
8.4
2334
|
Verified
8.3
2890
|
Verified
8.2
1919
|
Verified
8.2
2608
|
Verified
8.4
2395
|
Verified
8.4
2890
|
Verified
8.6
2382
|
Verified
8.5
2897
|
Verified
8.3
1850
|
Verified
8.3
2482
|
Verified
Generative AI
7.6
381
7.4
948
7.6
383
7.4
938
Agentic AI - Help Desk
7.8
242
7.1
346
7.9
242
7.1
348
7.9
243
7.2
343
Communication Channels
8.5
2057
|
Verified
8.3
2837
|
Verified
8.8
2304
|
Verified
8.6
3054
|
Verified
8.4
1719
|
Verified
8.2
2367
|
Verified
8.0
1424
|
Verified
8.0
2132
|
Verified
8.0
1307
|
Verified
7.8
1892
|
Verified
Platform
7.8
1386
|
Verified
8.1
2259
|
Verified
8.0
1776
|
Verified
8.2
2705
|
Verified
8.3
1946
|
Verified
8.4
2803
|
Verified
8.2
1738
|
Verified
8.1
2216
|
Verified
7.9
2338
|
Verified
8.2
2767
|
Verified
8.0
2406
|
Verified
8.4
2922
|
Verified
Administration
Not enough data
8.2
342
Not enough data
8.2
341
Not enough data
8.4
344
Knowledge Management
Not enough data
8.6
321
Not enough data
8.2
315
Not enough data
8.2
320
Compliance
Not enough data
8.4
337
Not enough data
8.3
334
Not enough data
8.2
335
Not enough data
8.1
334
Customer Support
Not enough data
8.2
311
Not enough data
8.2
311
Not enough data
8.0
309
Data Security
Not enough data
8.1
336
Not enough data
8.1
330
Not enough data
8.4
335
Not enough data
8.4
331
Administration
Not enough data
8.1
313
Not enough data
8.4
314
Not enough data
8.5
311
Generative AI
Not enough data
7.6
248
Channels
Not enough data
8.2
567
Not enough data
8.0
554
Not enough data
7.3
547
Design
Not enough data
7.9
544
Not enough data
7.7
553
Not enough data
8.1
549
Not enough data
8.1
544
Not enough data
8.1
530
Generative AI
Not enough data
7.5
425
Not enough data
7.5
418
Usability
8.3
666
8.3
443
8.3
662
8.3
440
8.4
631
8.3
432
Reporting
8.3
589
8.3
427
7.9
562
8.2
413
8.2
643
8.3
419
Generative AI
7.3
178
7.7
328
7.2
177
7.8
323
Responses
8.3
63
Not enough data
8.6
68
Not enough data
8.2
68
Not enough data
Automation - AI Agents
7.6
26
Not enough data
7.8
26
Not enough data
7.7
26
Not enough data
7.7
26
Not enough data
7.9
26
Not enough data
Platform
8.3
68
Not enough data
8.3
66
Not enough data
8.4
63
Not enough data
Autonomy - AI Agents
7.9
25
Not enough data
7.6
26
Not enough data
7.5
26
Not enough data
7.6
26
Not enough data
Generative AI
7.8
32
Not enough data
8.2
31
Not enough data
Responses
8.1
467
Not enough data
8.1
464
Not enough data
8.3
448
Not enough data
8.1
447
Not enough data
8.1
355
Not enough data
Platform
8.6
469
Not enough data
8.3
466
Not enough data
8.3
462
Not enough data
8.2
462
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
453
Not enough data
Generative AI
8.1
112
Not enough data
8.2
111
Not enough data
Conversational Platform
8.1
857
Not enough data
8.3
714
Not enough data
8.2
682
Not enough data
8.2
747
Not enough data
Support Automation
8.1
712
Not enough data
8.3
755
Not enough data
8.4
709
Not enough data
8.0
786
Not enough data
Generative AI
7.8
202
Not enough data
7.8
201
Not enough data
Messaging Channels
7.6
77
Not enough data
9.0
170
Not enough data
8.3
93
Not enough data
8.5
100
Not enough data
Administration
8.2
107
Not enough data
8.9
155
Not enough data
8.2
110
Not enough data
8.4
143
Not enough data
Customer Support
8.1
81
Not enough data
7.5
76
Not enough data
8.0
83
Not enough data
Automation
8.0
82
Not enough data
8.2
82
Not enough data
8.1
83
Not enough data
Artificial Intelligence
7.8
82
Not enough data
7.7
81
Not enough data
7.7
83
Not enough data
Generative AI
Feature Not Available
7.9
175
7.9
207
8.0
177
Feature Not Available
7.8
176
Communication
8.6
950
|
Verified
8.8
716
|
Verified
8.5
964
|
Verified
8.7
756
|
Verified
8.1
720
8.6
658
8.5
737
|
Verified
8.6
629
|
Verified
8.0
520
8.3
354
Internal Use
8.0
1776
|
Verified
8.2
2705
|
Verified
8.5
849
|
Verified
8.5
359
8.1
650
8.4
455
8.5
898
8.7
711
|
Verified
8.6
824
|
Verified
8.7
691
|
Verified
8.3
847
|
Verified
8.6
707
|
Verified
Generative AI
Feature Not Available
7.7
421
Self-Service Experience
8.5
1498
8.5
1506
8.5
1435
8.4
1467
8.0
1023
8.1
1273
7.7
647
8.1
768
8.0
779
8.2
813
Self-Service Platform
8.3
827
8.3
836
8.2
840
8.3
812
7.7
657
7.8
723
8.2
805
8.2
758
Agentic AI - Customer Self-Service
8.3
63
7.7
77
8.3
63
7.6
78
8.2
64
7.9
77
8.7
63
7.8
82
8.6
61
7.8
80
8.2
63
7.8
78
8.1
63
7.7
79
Generative AI
7.4
76
8.2(won by 0.8)
120
7.5
77
8.1(won by 0.6)
118
Process
8.4
563
8.7(won by 0.3)
491
9.1(won by 0.1)
740
9.0
634
8.9(won by 0.4)
688
8.5
488
Channels
9.0(tied score)
739
9.0(tied score)
624
8.4
585
8.5(won by 0.1)
543
8.7(tied score)
562
8.7(tied score)
515
8.2
484
8.6(won by 0.4)
457
8.3
420
8.8(won by 0.5)
483
Insight
8.1
538
8.7(won by 0.6)
493
8.3
647
8.9(won by 0.6)
546
8.5
561
8.8(won by 0.3)
516
8.7
665
9.0(won by 0.3)
590
Generative AI
7.8
67
7.6
184
7.7
66
7.7
183
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
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
8.4
69
Not enough data
8.1
70
Not enough data
8.3
70
Not enough data
8.3
68
Not enough data
8.3
69
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
69
Not enough data
8.4
69
Not enough data
8.3
69
Not enough data
8.5
69
Not enough data
Automation
8.6
69
Not enough data
8.6
70
Not enough data
7.9
69
Not enough data
Autonomy
8.2
69
Not enough data
8.4
68
Not enough data
8.3
69
Not enough data
8.3
70
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
Platform
9.3
7
Not enough data
9.0
7
Not enough data
9.4
6
Not enough data
9.8
7
Not enough data
8.8
7
Not enough data
8.7
5
Not enough data
9.0
7
Not enough data
8.3
7
Not enough data
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
Zendesk for Customer Service and Zoho Desk are categorized as Help Desk, Live Chat, Complaint Management, Customer Self-Service, Digital Customer Service Platforms, and Social Customer Service
Unique Categories
Zendesk for Customer Service is categorized as Workforce Management, Conversational Commerce Platforms, Chatbots, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, Conversational Support, Customer Service Automation, and Proactive Notification
Zoho Desk is categorized as Customer Communications Management, Google Workspace for Sales, and Contact Center Knowledge Base
Reviews
Reviewers' Company Size
Zendesk for Customer Service
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
Computer Software
14.1%
Information Technology and Services
12.8%
Financial Services
5.8%
Retail
4.8%
Consumer Services
4.4%
Other
58.1%
Information Technology and Services
17.7%
Computer Software
10.7%
Computer & Network Security
4.1%
Financial Services
3.7%
Retail
3.6%
Other
60.2%
Discussions
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
What is Zendesk Support Suite?
4 Comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...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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