# Zendesk for Customer Service vs Zoho Desk Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Zendesk for Customer Service excels in providing a well-organized platform, allowing support teams to manage multiple tickets simultaneously. Users appreciate features like customizable views, macros, and robust reporting functionalities that help track performance and customer sentiment effectively.
- **Users say** that Zoho Desk stands out for its affordability and ease of use, making it an attractive option for small businesses. Reviewers highlight the platform's flexible ticket automation and effective multi-channel support, which streamline the process of tracking requests and monitoring service levels.
- **According to verified reviews** , Zendesk for Customer Service has a slight edge in overall user satisfaction, reflected in its higher G2 Score. Users frequently mention the intuitive onboarding process and the ability to create various inboxes, which enhances their day-to-day operations.
- **Reviewers mention** that while Zoho Desk is easy to set up, it may require some technical know-how for seamless integration into existing websites. This can be a hurdle for users who are less tech-savvy, despite the platform's overall straightforward interface.
- **G2 reviewers highlight** that Zendesk's quality of support is commendable, with users noting the helpfulness of the support team in resolving issues quickly. In contrast, Zoho Desk's support is rated slightly lower, indicating room for improvement in this area.
- **Users report** that both platforms offer solid ticket management features, but Zendesk's advanced reporting capabilities and customizable workflows give it an advantage for teams that require detailed insights into their support operations. Zoho Desk, while effective, may not provide the same depth of analytics.



---
## Frequently Asked Questions

### What is the difference between Zendesk for Customer Service vs Zoho Desk?

Zendesk for Customer Service stands out for its streamlined ticket management and omnichannel capabilities, while Zoho Desk is recognized for its strong ticket automation and integration with the Zoho ecosystem.

| [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) | [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) |
| --- | --- |
| 4.3/5 (7,032 reviews) | 4.4/5 (7,840 reviews) |
| Mid-Market | Small-Business |
| 8.0 | 8.1 |
| 8.4 | 8.3 |
| Ease of Use (526 all-time mentions) | — |



### How do the pricing models of Zendesk for Customer Service and Zoho Desk compare?

Zoho Desk is rated as the stronger value on price and cost satisfaction, with reviewers consistently highlighting its affordability and value for money.

- **Zendesk for Customer Service:** In recent reviews, several reviewers note that Zendesk can become expensive as advanced features and additional agents are added, and some mention frustration with a la carte pricing for certain modules.
- **Zoho Desk:** Reviewers frequently describe Zoho Desk as affordable and a good value, with multiple mentions of its low cost and strong feature set for the price.
- **Switching reasons:** Recent reviewers cite cost savings and better value as key reasons for choosing Zoho Desk over Zendesk for Customer Service.



### What are the best alternatives to Zendesk for Customer Service and Zoho Desk?

The top three alternatives to Zendesk for Customer Service and Zoho Desk are Agentforce Service (formerly Salesforce Service Cloud), Hiver in Gmail, and Fin.

| Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength |
| --- | --- | --- | --- | --- |
| [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) | 4.3/5 (7,032 reviews) | Mid-Market | Pricing can become expensive as advanced features are added | Ease of Use (526 all-time mentions) |
| [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) | 4.4/5 (7,840 reviews) | Small-Business | Affordable and good value for the feature set | Strong ticket automation and integration with Zoho ecosystem |
| [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | 4.4/5 (7,359 reviews) | Mid-Market | — | — |
| [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) | 4.6/5 (1,283 reviews) | Small-Business | — | — |
| [Fin](https://www.g2.com/products/fin/reviews) | 4.5/5 (3,901 reviews) | Small-Business | — | — |



### Which Help Desk features should I prioritize when comparing Zendesk for Customer Service and Zoho Desk?

Buyers comparing Zendesk for Customer Service and Zoho Desk should prioritize ticket management, automation, integrations, AI capabilities, and knowledge base features.

- **Ticket Management:** Zendesk for Customer Service: 176 all-time mentions for case management; Zoho Desk: reviewers highlight strong ticket assignment and tracking.
- **Automation:** Zendesk for Customer Service: 161 all-time mentions for simple workflows and automation; Zoho Desk: reviewers cite flexible ticket automation and workflow macros.
- **Integrations:** Zendesk for Customer Service: Asana integration mentioned; Zoho Desk: Zoho CRM (194 all-time mentions), Slack (40 all-time mentions).
- **AI Capabilities:** Zoho Desk offers AI Text Generation and AI Text Summarization, which Zendesk for Customer Service does not.
- **Knowledge Base:** Zendesk for Customer Service: 97 all-time mentions for knowledge base; Zoho Desk: reviewers note knowledge base and FAQ article creation from closed tickets.



### What are the pros and cons of Zendesk for Customer Service vs Zoho Desk?

Zendesk for Customer Service's headline strength is its ease of use and omnichannel ticket management, while Zoho Desk is recognized for its affordability and strong automation features.

- **Zendesk for Customer Service strengths:** Ease of Use (526 all-time mentions), intuitive interface (203 all-time mentions), robust case management (176 all-time mentions), and strong knowledge base (97 all-time mentions).
- **Zendesk for Customer Service trade-offs:** Limited customization (159 all-time mentions), complexity in advanced setup, and higher cost as features are added.
- **Zoho Desk strengths:** Affordable pricing, strong ticket automation, integration with Zoho CRM (194 all-time mentions), and AI-powered features for ticket management.
- **Zoho Desk trade-offs:** Reviewers note a learning curve for advanced automation, some interface elements are less intuitive, and reporting depth can be limited for complex needs.



### Is Zendesk for Customer Service or Zoho Desk better for small businesses?

Zoho Desk is the better fit for small businesses, as it is most popular in the Small-Business segment and is consistently praised for affordability and ease of setup.

- **Zendesk for Customer Service:** Largest segment is Mid-Market; reviewers in small businesses mention the platform can be expensive and sometimes overly complex for smaller teams.
- **Zoho Desk:** Largest segment is Small-Business; reviewers highlight quick setup, low cost, and suitability for small teams and startups.



### Which Help Desk platform has better integrations?

Zoho Desk is favored for integrations, especially with Zoho CRM and Slack, according to reviewer sentiment and mention counts.

- **Zendesk for Customer Service:** Asana integration is mentioned in recent reviews, but with fewer than 25 all-time mentions.
- **Zoho Desk:** Zoho CRM integration is cited in 194 reviews, and Slack integration in 40 reviews, with additional mentions of integration with other Zoho applications.



### How do Zendesk for Customer Service and Zoho Desk compare on customer support?

Zendesk for Customer Service and Zoho Desk are rated at parity on Quality of Support, with scores of 8.4 and 8.3 respectively, indicating similar reviewer satisfaction.

- **Zendesk for Customer Service:** Reviewers describe support as generally responsive and knowledgeable, though some mention slow response times for complex issues.
- **Zoho Desk:** Reviewers highlight professional technical support and quick responses, with some noting occasional delays but overall positive experiences.



### Which is easier to implement, Zendesk for Customer Service or Zoho Desk?

Zoho Desk and Zendesk for Customer Service score within a tenth of a point on Ease of Setup (8.1 vs 8.0), indicating near parity in implementation experience.

- **Zendesk for Customer Service:** Reviewers note that initial setup can be complex for advanced workflows, but many find the onboarding process straightforward for basic use cases.
- **Zoho Desk:** Reviewers frequently mention quick and easy setup, especially for small teams, with some noting a learning curve for advanced automation and customization.



### Which product has better Tickets?

Zendesk for Customer Service and Zoho Desk both deliver strong ticketing capabilities, with reviewers highlighting robust ticket management and automation in each platform.

- **Zendesk for Customer Service:** 176 all-time mentions for case management, 161 for simple workflows and automation, and 97 for knowledge base integration with tickets.
- **Zoho Desk:** Reviewers highlight intuitive ticket assignment, automation, and the ability to convert closed tickets into FAQ articles, with strong integration to Zoho CRM (194 all-time mentions).



| | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 7,064 | 7,903 | 
| **Largest Market Segment** | Mid-Market (45.8% of reviews) | Small-Business (73.2% of reviews) | 
| **Entry Level Price** | $19.00 1 user per month billed annually | $0.00 | 

---
## Top Pros & Cons

### Zendesk for Customer Service

Pros:
- Ease of Use (525 reviews)
- Features (394 reviews)

Cons:
- Missing Features (216 reviews)
- Limited Features (180 reviews)

### Zoho Desk

Pros:
- Ease of Use (622 reviews)
- Features (462 reviews)

Cons:
- Learning Curve (297 reviews)
- Steep Learning Curve (211 reviews)

---
## Ratings Comparison
| Rating | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
  | **Meets Requirements** | 8.6 (5233 reviews) | 8.7 (6397 reviews) | 
  | **Ease of Use** | 8.6 (5502 reviews) | 8.5 (6482 reviews) | 
  | **Ease of Setup** | 8.0 (3366 reviews) | 8.1 (5750 reviews) | 
  | **Ease of Admin** | 8.2 (3162 reviews) | 8.3 (5059 reviews) | 
  | **Quality of Support** | 8.4 (5050 reviews) | 8.3 (5759 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.4 (3085 reviews) | 8.4 (4578 reviews) | 
  | **Product Direction (% positive)** | 8.0 (4881 reviews) | 8.9 (6041 reviews) | 

---
## Pricing

### Zendesk for Customer Service

#### Entry-Level Pricing

Plan: Support Only (Team)

Price: $19.00 1 user per month billed annually

Description: Integrated customer support

Key Features:
- Email & social media 
- Web widget & mobile SDK
- Pre-defined business rules

[Browse all 5 editions](https://www.g2.com/products/zendesk-for-customer-service/pricing)

#### Free Trial

Yes

### Zoho Desk

#### Entry-Level Pricing

Plan: FREE

Price: $0.00

Description: Completely Free upto 3 agents

Key Features:
- Email Ticketing
- Customer Management
- Private Knowledge Base 

[Browse all 5 editions](https://www.g2.com/products/zoho-desk/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Artificial Intelligence

| Product | Score | Reviews |
|---|---|---|
| **Zendesk for Customer Service** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Additional Functionality

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **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 | 

### Call & Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Zendesk for Customer Service** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Additional Functionality

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Call Reporting** | Not enough data | Not enough data | 
| **Automatic Call Distribution** | Not enough data | Not enough data | 
| **Call Whispering** | Not enough data | Not enough data | 
| **Callback Scheduling** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Call Tagging** | Not enough data | Not enough data | 
| **Dashboard** | Not enough data | Not enough data | 
| **Call Recording** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Call Transcription** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Manual Dialer** | Not enough data | Not enough data | 
| **Call Tracking** | Not enough data | Not enough data | 
| **Auto-Dialer** | Not enough data | Not enough data | 
| **Call Monitoring** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Progressive Dialer** | Not enough data | Not enough data | 
| **Voice Recognition** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Call Logging** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Outbound Call Center** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Voice Mail** | Not enough data | Not enough data | 
| **Call Routing** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Call Transfer** | Not enough data | Not enough data | 
| **AI Summarization** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Inbound Call Center** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Predictive Dialer** | Not enough data | Not enough data | 
| **Blended Call Center** | Not enough data | Not enough data | 
| **Caller ID** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Computer Telephony Integration** | Not enough data | Not enough data | 
| **Call Scripting** | Not enough data | Not enough data | 

### Collaboration & Productivity

| Product | Score | Reviews |
|---|---|---|
| **Zendesk for Customer Service** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Additional Functionality

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **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 | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Zendesk for Customer Service** | 8.3/10 | 117 |
| **Zoho Desk** | N/A | N/A |

#### Dashboard

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Dashboard** | Not enough data | Not enough data | 

#### Speech Recognition

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Speech Recognition** | Not enough data | Not enough data | 

#### Compliance Management

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Compliance Management** | Not enough data | Not enough data | 

#### Autonomous Task Execution

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 

#### Sentiment Analysis

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Data Security

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Data Security** | Not enough data | Not enough data | 

#### Third-Party Integration

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Third-Party Integration** | Not enough data | Not enough data | 

#### Human-in-the-loop (HITL)

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Human-in-the-loop (HITL)** | Not enough data | Not enough data | 

#### Agentic Task Execution

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Agentic Task Execution** | Not enough data | Not enough data | 

#### Natural Language Processing

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Natural Language Processing** | Not enough data | Not enough data | 

#### Conversational AI

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Conversational AI** | Not enough data | Not enough data | 

#### Performance Metrics

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Performance Metrics** | Not enough data | Not enough data | 

#### Interaction Tracking

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Interaction Tracking** | Not enough data | Not enough data | 

#### Knowledge Base Management

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Knowledge Base Management** | Not enough data | Not enough data | 

#### CRM Integration

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **CRM Integration** | Not enough data | Not enough data | 

#### Inquiry Routing

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Inquiry Routing** | Not enough data | Not enough data | 

#### Contextual Guidance

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Contextual Guidance** | Not enough data | Not enough data | 

#### Communications Management

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Communications Management** | Not enough data | Not enough data | 

#### Proactive Chat

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Proactive Chat** | Not enough data | Not enough data | 

#### Ticket Management

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Ticket Management** | Not enough data | Not enough data | 

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Automated Ticket Resolution** | 8.4 (74 reviews) | Not enough data | 
| **Contextual Response Generation** | 8.1 (71 reviews) | Not enough data | 
| **Sentiment Analysis** | 8.2 (69 reviews) | Not enough data | 
| **Knowledge Base Utilization** | 8.3 (71 reviews) | Not enough data | 
| **Multilingual Support** | 8.2 (68 reviews) | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Proactive Customer Outreach** | 8.2 (70 reviews) | Not enough data | 
| **Feedback Collection** | 8.4 (70 reviews) | Not enough data | 
| **Escalation Handling** | 8.3 (71 reviews) | Not enough data | 
| **Workflow Optimization** | 8.5 (70 reviews) | Not enough data | 

#### Automation

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Customer Interaction Automation** | 8.7 (74 reviews) | Not enough data | 
| **Feedback Collection** | 8.6 (70 reviews) | Not enough data | 
| **Document Processing** | 7.9 (68 reviews) | Not enough data | 

#### Autonomy

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Independent Decision Making** | 8.1 (68 reviews) | Not enough data | 
| **Adaptive Responses** | 8.4 (67 reviews) | Not enough data | 
| **Task Execution** | 8.3 (69 reviews) | Not enough data | 
| **Problem Solving** | 8.3 (70 reviews) | Not enough data | 

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Zendesk for Customer Service** | 8.7/10 | 3824 |
| **Zoho Desk** | 8.4/10 | 4637 |

#### Ticket and Case Management

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Ticket creation user experience** | 8.8 (2609 reviews) ✓ Verified | 8.7 (3571 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.7 (2659 reviews) ✓ Verified | 8.5 (3442 reviews) ✓ Verified | 
| **Workflow** | 8.5 (2608 reviews) ✓ Verified | 8.4 (3297 reviews) ✓ Verified | 
| **Response Automation** | 8.4 (2413 reviews) ✓ Verified | 8.3 (3010 reviews) ✓ Verified | 
| **SLA Management** | 8.2 (1946 reviews) ✓ Verified | 8.2 (2726 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.4 (2413 reviews) ✓ Verified | 8.4 (2925 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.6 (2432 reviews) ✓ Verified | 8.6 (2978 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.3 (1879 reviews) ✓ Verified | 8.3 (2544 reviews) ✓ Verified | 
| **Workflow Management** | 9.6 (9 reviews) | 7.5 (6 reviews) | 
| **Knowledge Base Management** | 9.4 (8 reviews) | 8.0 (5 reviews) | 
| **Ticket Management** | 9.4 (16 reviews) | 9.9 (23 reviews) | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Inbox Management** | 10.0 (13 reviews) | 9.8 (9 reviews) | 
| **Support Ticket Management** | 10.0 (7 reviews) | 10.0 (13 reviews) | 
| **Email Management** | 9.0 (5 reviews) | 9.4 (8 reviews) | 

#### Generative AI

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 7.7 (393 reviews) | 7.4 (987 reviews) | 
| **AI Text Summarization** | 7.6 (387 reviews) | 7.4 (955 reviews) | 
| **Generative AI** | Not enough data | 9.0 (5 reviews) | 

#### Agentic AI - Help Desk

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | 7.8 (251 reviews) | 7.1 (365 reviews) | 
| **Natural Language Interaction** | 7.9 (246 reviews) | 7.2 (365 reviews) | 
| **Proactive Assistance** | 8.0 (248 reviews) | 7.2 (364 reviews) | 

#### Communication Channels

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Customer Portal** | 8.5 (2073 reviews) ✓ Verified | 8.3 (2899 reviews) ✓ Verified | 
| **Email to Case** | 8.8 (2366 reviews) ✓ Verified | 8.6 (3177 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.4 (1767 reviews) ✓ Verified | 8.2 (2434 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (1439 reviews) ✓ Verified | 8.0 (2170 reviews) ✓ Verified | 
| **Voice** | 8.0 (1346 reviews) ✓ Verified | 7.8 (1939 reviews) ✓ Verified | 
| **Video Chat** | Not enough data | Not enough data | 

#### Platform

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Mobile User Support** | 7.8 (1392 reviews) ✓ Verified | 8.1 (2321 reviews) ✓ Verified | 
| **Customization ** | 8.0 (1792 reviews) ✓ Verified | 8.2 (2769 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.3 (1971 reviews) ✓ Verified | 8.4 (2878 reviews) ✓ Verified | 
| **Third-Party Integrations** | 8.2 (1811 reviews) ✓ Verified | 8.2 (2476 reviews) ✓ Verified | 
| **Reporting** | 7.9 (2423 reviews) ✓ Verified | 8.3 (2894 reviews) ✓ Verified | 
| **Activity Dashboard** | 8.0 (2439 reviews) ✓ Verified | 8.4 (3006 reviews) ✓ Verified | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Automated Routing** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Reporting & Statistics** | 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 | 
| **Customizable Fields** | Not enough data | 7.5 (8 reviews) | 
| **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 | 
| **Multi-Channel Communication** | 10.0 (6 reviews) | Not enough data | 
| **Voice Recognition** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Task Automation** | 10.0 (8 reviews) | 8.2 (12 reviews) | 
| **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 | 9.4 (6 reviews) | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Data Security** | Not enough data | Not enough data | 
| **Interaction Tracking** | 10.0 (9 reviews) | 10.0 (5 reviews) | 
| **Prioritization** | Not enough data | 9.7 (5 reviews) | 
| **Secure Data Storage** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | 10.0 (6 reviews) | 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 | 
| **Reporting/Analytics** | Not enough data | 10.0 (5 reviews) | 
| **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 | 
| **Workflow Automation** | Not enough data | 7.9 (11 reviews) | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Zendesk for Customer Service** | N/A | N/A |
| **Zoho Desk** | 8.2/10 | 378 |

#### Administration

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Database Management ** | Not enough data | 8.2 (345 reviews) | 
| **Data Workflows** | Not enough data | 8.2 (343 reviews) | 
| **Issue Management** | Not enough data | 8.4 (347 reviews) | 

#### Knowledge Management

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.6 (326 reviews) | 
| **Publishing Workflows** | Not enough data | 8.2 (317 reviews) | 
| **Analytics** | Not enough data | 8.2 (323 reviews) | 

#### Compliance

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Policies and Controls** | Not enough data | 8.4 (338 reviews) | 
| **Data Governance** | Not enough data | 8.3 (334 reviews) | 
| **Compliance** | Not enough data | 8.2 (337 reviews) | 
| **Auditing** | Not enough data | 8.1 (335 reviews) | 

#### Customer Support

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Intelligent Search** | Not enough data | 8.2 (312 reviews) | 
| **Suggestions** | Not enough data | 8.2 (313 reviews) | 
| **Decision Trees** | Not enough data | 8.0 (311 reviews) | 

#### Data Security

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | 8.1 (336 reviews) | 
| **Data Transport** | Not enough data | 8.1 (330 reviews) | 
| **Access Management** | Not enough data | 8.4 (336 reviews) | 
| **Multi-Factor Authentication** | Not enough data | 8.4 (333 reviews) | 

#### Administration

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Integrations** | Not enough data | 8.1 (314 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.4 (316 reviews) | 
| **Performance and Reliability** | Not enough data | 8.5 (314 reviews) | 

#### Generative AI

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.6 (248 reviews) | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Zendesk for Customer Service** | N/A | N/A |
| **Zoho Desk** | 7.9/10 | 614 |

#### Channels

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | 8.2 (580 reviews) | 
| **Open Listening** | Not enough data | 8.0 (558 reviews) | 
| **Physical Media** | Not enough data | Feature Not Available | 

#### Design

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | 7.9 (547 reviews) | 
| **Create Content** | Not enough data | 7.7 (556 reviews) | 
| **Personalization** | Not enough data | 8.1 (555 reviews) | 
| **Inbound Identification** | Not enough data | 8.1 (550 reviews) | 
| **Regulatory Compliance** | Not enough data | 8.1 (533 reviews) | 
| **Batch Communications** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **On-Demand Communications** | Not enough data | Not enough data | 
| **Interactive Content** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (428 reviews) | 
| **AI Text Summarization** | Not enough data | 7.5 (421 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Customer Database** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Call Recording** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Template Management** | Not enough data | Not enough data | 
| **SMS Messaging** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Content Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Customer History** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Video Support** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Inbox Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Zendesk for Customer Service** | 8.0/10 | 894 |
| **Zoho Desk** | 8.2/10 | 462 |

#### Usability

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **All-Employee Access** | 8.3 (665 reviews) | 8.3 (448 reviews) | 
| **Supporting Documents** | 8.3 (662 reviews) | 8.3 (443 reviews) | 
| **Two-Way Communication** | 8.4 (637 reviews) | 8.4 (435 reviews) | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 

#### Reporting

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Priority Case Alerts** | 8.3 (587 reviews) | 8.3 (431 reviews) | 
| **Trend Analysis** | 7.9 (562 reviews) | 8.2 (416 reviews) | 
| **Performance Monitoring** | 8.2 (646 reviews) | 8.3 (423 reviews) | 
| **Social Media Monitoring** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 7.3 (176 reviews) | 7.7 (329 reviews) | 
| **AI Text Summarization** | 7.2 (175 reviews) | 7.8 (324 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **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 | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Zendesk for Customer Service** | 8.1/10 | 422 |
| **Zoho Desk** | N/A | N/A |

#### Productivity Tools

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Notes** | 8.5 (325 reviews) | Not enough data | 
| **Internal Discussion** | 8.3 (324 reviews) | Not enough data | 
| **Assignments and Tasks** | 8.4 (312 reviews) | Not enough data | 
| **Workflows** | 8.4 (306 reviews) | Not enough data | 
| **Templates** | 8.5 (315 reviews) | Not enough data | 
| **Integrations** | 8.2 (311 reviews) | Not enough data | 
| **Tagging System** | 8.2 (346 reviews) | Not enough data | 

#### Analytics

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Trends** | 7.7 (263 reviews) | Not enough data | 
| **Performance Tracking** | 8.0 (305 reviews) | Not enough data | 
| **Email Tracking** | 8.2 (293 reviews) | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | 7.1 (21 reviews) | Not enough data | 
| **Decision Making** | 7.4 (22 reviews) | Not enough data | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Zendesk for Customer Service** | 8.2/10 | 614 |
| **Zoho Desk** | N/A | N/A |

#### Responses

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Customization** | 8.1 (466 reviews) | Not enough data | 
| **Control** | 8.1 (463 reviews) | Not enough data | 
| **Route To Human** | 8.3 (446 reviews) | Not enough data | 
| **Menu bars** | 8.1 (444 reviews) | Not enough data | 
| **Drip sequences** | 8.1 (353 reviews) | Not enough data | 

#### Platform

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Live chat** | 8.6 (470 reviews) | Not enough data | 
| **Integrations** | 8.3 (470 reviews) | Not enough data | 
| **Branding** | 8.3 (461 reviews) | Not enough data | 
| **Analytics** | 8.2 (465 reviews) | Not enough data | 
| **A/B testing** | Feature Not Available | Not enough data | 
| **Role-based access** | Feature Not Available | Not enough data | 
| **Collection of information** | 8.4 (453 reviews) | Not enough data | 
| **Augmented Analytics** | Not enough data | Not enough data | 
| **Proactive Chat** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 8.1 (111 reviews) | Not enough data | 
| **AI Text Summarization** | 8.1 (109 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **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 | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Zendesk for Customer Service** | 8.1/10 | 1098 |
| **Zoho Desk** | N/A | N/A |

#### Conversational Platform

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Personalization** | 8.1 (861 reviews) | Not enough data | 
| **Omnichannel** | 8.3 (718 reviews) | Not enough data | 
| **Contextual Engagement** | 8.2 (681 reviews) | Not enough data | 
| **Proactive Engagement** | 8.2 (748 reviews) | Not enough data | 

#### Support Automation

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Intelligent Routing** | 8.1 (711 reviews) | Not enough data | 
| **Seamless Escalation** | 8.3 (756 reviews) | Not enough data | 
| **Transcripts** | 8.4 (717 reviews) | Not enough data | 
| **Self-Serve Support** | 8.1 (789 reviews) | Not enough data | 

#### Generative AI

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 7.8 (202 reviews) | Not enough data | 
| **AI Text Summarization** | 7.8 (201 reviews) | Not enough data | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **Zendesk for Customer Service** | 8.4/10 | 198 |
| **Zoho Desk** | N/A | N/A |

#### Messaging Channels

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **SMS Messaging** | 7.6 (77 reviews) | Not enough data | 
| **Email** | 9.1 (171 reviews) | Not enough data | 
| **Voice Messaging** | 8.3 (93 reviews) | Not enough data | 
| **Two way messaging** | 8.5 (101 reviews) | Not enough data | 

#### Administration

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Scheduling** | 8.2 (107 reviews) | Not enough data | 
| **Triggered Notifications** | 8.9 (155 reviews) | Not enough data | 
| **Segmentation** | 8.2 (110 reviews) | Not enough data | 
| **Integrations** | 8.4 (143 reviews) | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Zendesk for Customer Service** | 7.9/10 | 119 |
| **Zoho Desk** | N/A | N/A |

#### Customer Support

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Text** | 8.1 (83 reviews) | Not enough data | 
| **Speech** | 7.6 (76 reviews) | Not enough data | 
| **Knowledge Base** | 8.1 (85 reviews) | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 

#### Automation

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Ticket Resolution** | 8.1 (85 reviews) | Not enough data | 
| **Customization** | 8.2 (82 reviews) | Not enough data | 
| **Intelligent Routing** | 8.0 (82 reviews) | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 

#### Artificial Intelligence

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Learning** | 7.8 (81 reviews) | Not enough data | 
| **Language** | 7.6 (80 reviews) | Not enough data | 
| **Conversational AI** | 7.6 (85 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **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 | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Zendesk for Customer Service** | 8.3/10 | 2703 |
| **Zoho Desk** | 8.5/10 | 3394 |

#### Generative AI

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | Feature Not Available | 7.9 (175 reviews) | 
| **AI Text Summarization** | 7.9 (205 reviews) | 8.0 (177 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Communication

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Pop-up Chat** | 8.6 (951 reviews) ✓ Verified | 8.8 (718 reviews) ✓ Verified | 
| **Notifications** | 8.4 (965 reviews) ✓ Verified | 8.7 (759 reviews) ✓ Verified | 
| **Targeted Emails** | 8.1 (718 reviews) | 8.6 (658 reviews) | 
| **In-App Messaging** | 8.5 (736 reviews) ✓ Verified | 8.6 (631 reviews) ✓ Verified | 
| **Co-Browsing** | 8.0 (519 reviews) | 8.3 (355 reviews) | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Real-time Consumer-facing Chat** | Not enough data | Not enough data | 

####  Internal Use

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Customization ** | 8.0 (1792 reviews) ✓ Verified | 8.2 (2769 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.5 (847 reviews) ✓ Verified | Feature Not Available | 
| **Lead Development** | 8.1 (648 reviews) | 8.4 (454 reviews) | 
| **Knowledge Base** | 8.5 (898 reviews) | 8.7 (713 reviews) ✓ Verified | 
| **Team Inbox ** | 8.6 (828 reviews) ✓ Verified | 8.6 (692 reviews) ✓ Verified | 
| **Customer Profiles** | 8.3 (846 reviews) ✓ Verified | 8.6 (706 reviews) ✓ Verified | 

#### Additional Functionality

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **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 | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Zendesk for Customer Service** | 8.2/10 | 1794 |
| **Zoho Desk** | 8.0/10 | 1877 |

#### Generative AI

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **AI Text Summarization** | Feature Not Available | 7.7 (422 reviews) | 

#### Self-Service Experience

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Knowledge Base** | 8.5 (1532 reviews) | 8.5 (1516 reviews) | 
| **Searchable Articles** | 8.5 (1444 reviews) | 8.4 (1470 reviews) | 
| **Community Forums** | 8.0 (1024 reviews) | 8.1 (1276 reviews) | 
| **Mobile Optimization** | 7.7 (648 reviews) | 8.1 (769 reviews) | 
| **Personalization** | 8.0 (781 reviews) | 8.3 (816 reviews) | 

#### Self-Service Platform

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Branding** | 8.2 (829 reviews) | 8.3 (840 reviews) | 
| **Automation** | 8.2 (851 reviews) | 8.3 (818 reviews) | 
| **Artificial Intelligence** | 7.7 (679 reviews) | 7.8 (731 reviews) | 
| **Integrations** | 8.2 (815 reviews) | 8.2 (766 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (63 reviews) | 7.7 (79 reviews) | 
| **Multi-step Planning** | 8.3 (63 reviews) | 7.7 (81 reviews) | 
| **Cross-system Integration** | 8.2 (65 reviews) | 7.9 (79 reviews) | 
| **Adaptive Learning** | 8.7 (63 reviews) | 7.8 (84 reviews) | 
| **Natural Language Interaction** | 8.6 (62 reviews) | 7.8 (82 reviews) | 
| **Proactive Assistance** | 8.2 (63 reviews) | 7.8 (80 reviews) | 
| **Decision Making** | 8.1 (63 reviews) | 7.7 (84 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Zendesk for Customer Service** | 8.4/10 | 842 |
| **Zoho Desk** | 8.7/10 | 756 |

#### Generative AI

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 7.4 (77 reviews) | 8.2 (121 reviews) | 
| **AI Text Summarization** | 7.5 (78 reviews) | 8.1 (118 reviews) | 

#### Process

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Mentions** | 8.4 (563 reviews) | 8.7 (491 reviews) | 
| **Tickets** | 9.1 (744 reviews) | 9.0 (638 reviews) | 
| **Macros** | 8.8 (694 reviews) | 8.5 (490 reviews) | 

#### Channels

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Email** | 9.0 (743 reviews) | 9.0 (627 reviews) | 
| **Social** | 8.4 (586 reviews) | 8.5 (545 reviews) | 
| **Live Chat** | 8.7 (565 reviews) | 8.7 (516 reviews) | 
| **Phone** | 8.2 (486 reviews) | 8.6 (459 reviews) | 
| **Text** | 8.3 (421 reviews) | 8.8 (485 reviews) | 

#### Insight

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Surveys** | 8.1 (540 reviews) | 8.7 (494 reviews) | 
| **Reporting** | 8.3 (647 reviews) | 8.9 (546 reviews) | 
| **Visitor Activity** | 8.5 (562 reviews) | 8.8 (516 reviews) | 
| **Help Desk** | 8.7 (667 reviews) | 9.0 (591 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Zendesk for Customer Service** | 8.1/10 | 77 |
| **Zoho Desk** | 7.7/10 | 190 |

#### Generative AI

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 7.8 (67 reviews) | 7.7 (186 reviews) | 
| **AI Text Summarization** | 7.7 (66 reviews) | 7.7 (185 reviews) | 

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **Zendesk for Customer Service** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Conversational AI - Conversational Commerce Platforms

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **AI chatbots** | Not enough data | Not enough data | 
| **Messaging and Notifications** | 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

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **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

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Conversational analytics** | Not enough data | Not enough data | 
| **Advance reporting** | Not enough data | Not enough data | 

### Google Workspace for Sales

| Product | Score | Reviews |
|---|---|---|
| **Zendesk for Customer Service** | N/A | N/A |
| **Zoho Desk** | 7.4/10 | 8 |

#### Agentic AI - Google Workspace for Sales

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.2 (6 reviews) | 
| **Multi-step Planning** | Not enough data | 7.9 (7 reviews) | 
| **Cross-system Integration** | Not enough data | 7.4 (7 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.9 (6 reviews) | 
| **Proactive Assistance** | Not enough data | 7.2 (6 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Zendesk for Customer Service** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **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 | 

### Workforce Management

| Product | Score | Reviews |
|---|---|---|
| **Zendesk for Customer Service** | 8.7/10 | 27 |
| **Zoho Desk** | N/A | N/A |

#### Platform

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Customization ** | 8.7 (20 reviews) | Not enough data | 
| **Integration APIs** | 9.2 (14 reviews) | Not enough data | 
| **Internationalization** | 9.6 (8 reviews) | Not enough data | 
| **User, Role, and Access Management** | 9.5 (11 reviews) | Not enough data | 
| **Activity Dashboard** | 8.8 (11 reviews) | 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

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **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

| Feature | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **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 | 

---
## Categories
**Shared Categories (7):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Help Desk Software](https://www.g2.com/categories/help-desk), [Live Chat Software](https://www.g2.com/categories/live-chat), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service)

**Unique to Zendesk for Customer Service (7):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Workforce Management Software](https://www.g2.com/categories/workforce-management), [Chatbots Software](https://www.g2.com/categories/chatbots), [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox)

**Unique to Zoho Desk (3):** [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Google Workspace for Sales Software](https://www.g2.com/categories/google-workspace-for-sales), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Zendesk for Customer Service | Zoho Desk | 
|---|---|---|
| **Small-Business** | 40.8% | 73.2% | 
| **Mid-Market** | 45.8% | 23.3% | 
| **Enterprise** | 13.4% | 3.5% | 

### By Industry

#### Zendesk for Customer Service

- **Computer Software:** 14.1%
- **Information Technology and Services:** 12.6%
- **Financial Services:** 5.8%
- **Retail:** 5.1%
- **Consumer Services:** 4.4%
- **Internet:** 3.5%
- **Marketing and Advertising:** 3.1%
- **Telecommunications:** 2.8%
- **Health, Wellness and Fitness:** 2.2%
- **Consumer Goods:** 2.1%
- **Other:** 44.2%

#### Zoho Desk

- **Information Technology and Services:** 18.0%
- **Computer Software:** 10.7%
- **Computer & Network Security:** 4.2%
- **Financial Services:** 3.6%
- **Retail:** 3.5%
- **Telecommunications:** 3.0%
- **Marketing and Advertising:** 2.5%
- **Education Management:** 2.5%
- **Accounting:** 2.3%
- **Consumer Services:** 2.2%
- **Other:** 47.6%

---
## Alternatives

### Alternatives to Zendesk for Customer Service

- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3911 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2510 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1962 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3769 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1537 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (581 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7358 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2598 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1114 reviews)

### Alternatives to Zoho Desk

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7358 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3769 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2510 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1537 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3911 reviews)
- [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) — 4.5/5 stars (138 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2922 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (431 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (812 reviews)

---
## Top Discussions

### Zendesk for Customer Service

- Title: [Is zendesk any good?](https://www.g2.com/discussions/is-zendesk-any-good) — 8 comments, 1 upvote
  > **Top comment:** "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..."
- Title: [Is there a free version of Zendesk?](https://www.g2.com/discussions/is-there-a-free-version-of-zendesk) — 7 comments, 1 upvote
  > **Top comment:** "There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. "
- Title: [How is Zendesk Support Suite transforming the customer service experience in various industries?](https://www.g2.com/discussions/how-is-zendesk-support-suite-transforming-the-customer-service-experience-in-various-industries) — 6 comments, 4 upvotes
  > **Top comment:** "I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven..."
- Title: [What is Zendesk Support Suite?](https://www.g2.com/discussions/what-is-zendesk-support-suite) — 4 comments, 3 upvotes
  > **Top comment:** "A single platform for handling all Customer Support activities."
- Title: [What is Zendesk Support Suite used for?](https://www.g2.com/discussions/what-is-zendesk-support-suite-used-for) — 3 comments, 2 upvotes
  > **Top comment:** "Zendesk is a ticketing tool from from where we can respond to customers through email."

### Zoho Desk

- Title: [Where do I find training VDO?](https://www.g2.com/discussions/where-do-i-find-training-vdo) — 3 comments, 1 upvote
  > **Top comment:** "They have a lot of videos right here https://www.youtube.com/user/zoho

You should be able to find the video you need on youtube."
- Title: [What is Zoho Desk used for?](https://www.g2.com/discussions/what-is-zoho-desk-used-for) — 2 comments, 1 upvote
  > **Top comment:** "We use zoho desk to manage our clients tickets."
- Title: [how do i use chat](https://www.g2.com/discussions/how-do-i-use-chat) — 2 comments, 1 upvote
  > **Top comment:** "What chat are you speaking of?"
- Title: [Is it possible for you to make integration with G suite a breeze?](https://www.g2.com/discussions/12317-is-it-possible-for-you-to-make-integration-with-g-suite-a-breeze) — 2 comments, 1 upvote
  > **Top comment:** "OWNER"
- Title: [How is Zoho Desk enhancing customer service management in diverse business sectors?](https://www.g2.com/discussions/how-is-zoho-desk-enhancing-customer-service-management-in-diverse-business-sectors) — 1 comment, 1 upvote
  > **Top comment:** "Zoho Desk is basically there to stop customer support from being a total mess. Instead of having messages coming in from emails, chats, social media, and..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/zendesk-for-customer-service-vs-zoho-desk)