Compare Zendesk for Customer Service and Zoho Desk 
At a Glance
Market Segments
Mid-Market (45.6% of reviews)
Small-Business (72.8% of reviews)
Entry-Level Pricing
$19.00 1 user per month billed annually
$0.00
Zendesk for Customer Service
Star Rating
(6,799)4.3 out of 5
Market Segments
Mid-Market (45.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansZoho Desk
Star Rating
(7,460)4.4 out of 5
Market Segments
Small-Business (72.8% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zendesk for Customer Service excels in providing a sleek and minimalist user interface, which many users find visually appealing and easy to navigate. This design helps streamline customer queries, making it easier to manage tickets and emails efficiently.
- Users say that Zoho Desk stands out for its user-friendly drag-and-drop interface, which significantly enhances productivity. Reviewers appreciate that it saves them time each week and eliminates the need for local server installations, resulting in a fast and responsive experience.
- According to verified reviews, Zendesk for Customer Service is praised for its centralized platform that consolidates various customer interactions, allowing for quicker response times. Users particularly enjoy the generative AI feature that aids in crafting multi-level responses, enhancing overall customer support.
- Reviewers mention that Zoho Desk offers multiple options for managing tickets, such as linking or putting them on hold, which helps in organizing workflows effectively. This flexibility is highlighted as a key advantage for teams needing to juggle various tasks simultaneously.
- G2 reviewers highlight that while Zendesk for Customer Service has a strong overall satisfaction score, some users feel it could improve in areas like AI customer support, where it has received lower ratings compared to its other features. This indicates a potential area for enhancement in automating responses.
- Users express that although Zoho Desk is highly rated for its ease of use, it may not cater as effectively to mid-market businesses compared to Zendesk, which is favored by this segment. This distinction could influence larger organizations when considering their customer service solutions.
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
5,178
8.7
5,984
Ease of Use
8.6
5,286
8.5
6,064
Ease of Setup
8.0
3,247
8.1
5,337
Ease of Admin
8.2
3,113
8.3
4,932
Quality of Support
8.4
4,914
8.3
5,378
Has the product been a good partner in doing business?
8.4
3,036
8.4
4,459
Product Direction (% positive)
8.0
4,833
8.9
5,731
Features by Category
Ticket and Case Management
8.8
2581
|
Verified
8.6
3448
|
Verified
8.7
2608
|
Verified
8.5
3358
|
Verified
8.5
2536
|
Verified
8.3
3167
|
Verified
8.4
2370
|
Verified
8.3
2952
|
Verified
8.2
1932
|
Verified
8.2
2681
|
Verified
8.4
2408
|
Verified
8.4
2918
|
Verified
8.6
2409
|
Verified
8.5
2936
|
Verified
8.3
1864
|
Verified
8.3
2527
|
Verified
Generative AI
7.6
387
7.4
968
7.6
386
7.4
954
Agentic AI - Help Desk
7.8
246
7.1
358
7.9
244
7.2
361
8.0
246
7.2
359
Communication Channels
8.5
2067
|
Verified
8.3
2878
|
Verified
8.8
2330
|
Verified
8.6
3119
|
Verified
8.4
1745
|
Verified
8.2
2420
|
Verified
8.0
1435
|
Verified
8.0
2164
|
Verified
8.0
1323
|
Verified
7.8
1924
|
Verified
Platform
7.7
1390
|
Verified
8.1
2306
|
Verified
8.0
1781
|
Verified
8.2
2751
|
Verified
8.3
1956
|
Verified
8.4
2853
|
Verified
8.2
1766
|
Verified
8.2
2322
|
Verified
7.9
2367
|
Verified
8.2
2835
|
Verified
8.0
2418
|
Verified
8.4
2980
|
Verified
Administration
Not enough data
8.2
345
Not enough data
8.2
343
Not enough data
8.4
346
Knowledge Management
Not enough data
8.6
325
Not enough data
8.2
316
Not enough data
8.2
322
Compliance
Not enough data
8.4
338
Not enough data
8.3
335
Not enough data
8.2
337
Not enough data
8.1
335
Customer Support
Not enough data
8.2
311
Not enough data
8.2
312
Not enough data
8.0
310
Data Security
Not enough data
8.1
337
Not enough data
8.1
331
Not enough data
8.4
335
Not enough data
8.4
333
Administration
Not enough data
8.1
313
Not enough data
8.4
315
Not enough data
8.5
313
Generative AI
Not enough data
7.6
248
Channels
Not enough data
8.2
580
Not enough data
8.0
557
Not enough data
Feature Not Available
Design
Not enough data
7.9
546
Not enough data
7.7
555
Not enough data
8.1
552
Not enough data
8.1
548
Not enough data
8.1
532
Generative AI
Not enough data
7.5
427
Not enough data
7.5
420
Usability
8.3
665
8.3
448
8.3
661
8.3
442
8.4
634
8.3
434
Reporting
8.3
587
8.3
431
7.9
562
8.2
416
8.2
643
8.3
423
Generative AI
7.3
177
7.7
329
7.2
176
7.8
324
Responses
8.2
62
Not enough data
8.6
69
Not enough data
8.2
68
Not enough data
Automation - AI Agents
7.4
25
Not enough data
7.7
25
Not enough data
7.5
25
Not enough data
7.5
25
Not enough data
7.8
25
Not enough data
Platform
8.2
67
Not enough data
8.2
65
Not enough data
8.4
62
Not enough data
Autonomy - AI Agents
7.8
24
Not enough data
7.4
25
Not enough data
7.4
26
Not enough data
7.5
26
Not enough data
Generative AI
7.6
31
Not enough data
8.1
30
Not enough data
Responses
8.1
466
Not enough data
8.1
464
Not enough data
8.3
447
Not enough data
8.1
446
Not enough data
8.1
355
Not enough data
Platform
8.6
470
Not enough data
8.3
469
Not enough data
8.3
463
Not enough data
8.2
465
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Not enough data
Generative AI
8.1
112
Not enough data
8.2
111
Not enough data
Conversational Platform
8.1
860
Not enough data
8.3
716
Not enough data
8.2
683
Not enough data
8.2
748
Not enough data
Support Automation
8.1
713
Not enough data
8.3
757
Not enough data
8.4
714
Not enough data
8.1
788
Not enough data
Generative AI
7.8
204
Not enough data
7.8
203
Not enough data
Messaging Channels
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
102
Not enough data
Administration
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Not enough data
Customer Support
8.1
83
Not enough data
7.6
77
Not enough data
8.1
85
Not enough data
Automation
8.1
85
Not enough data
8.2
83
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
84
Not enough data
Generative AI
Feature Not Available
7.9
175
7.9
206
8.0
177
Feature Not Available
Feature Not Available
Communication
8.6
948
|
Verified
8.8
718
|
Verified
8.4
963
|
Verified
8.7
759
|
Verified
8.1
719
8.6
658
8.5
735
|
Verified
8.6
631
|
Verified
8.0
520
8.3
355
Internal Use
8.0
1781
|
Verified
8.2
2751
|
Verified
8.5
847
|
Verified
Feature Not Available
8.1
649
8.4
455
8.5
897
8.7
714
|
Verified
8.6
826
|
Verified
8.6
692
|
Verified
8.3
846
|
Verified
8.6
707
|
Verified
Generative AI
Feature Not Available
7.7
423
Self-Service Experience
8.5
1510
8.5
1514
8.5
1441
8.4
1472
8.0
1024
8.1
1279
7.7
647
8.1
772
8.0
779
8.2
817
Self-Service Platform
8.2
829
8.3
843
8.2
845
8.3
819
7.7
664
7.8
732
8.2
811
8.2
767
Agentic AI - Customer Self-Service
8.3
63
7.7
79
8.3
63
7.7
80
8.2
65
7.9
79
8.7
63
7.8
84
8.6
61
7.8
82
8.2
63
7.8
80
8.1
63
7.7
83
Generative AI
7.5
78
8.2(won by 0.7)
119
7.5
79
8.1(won by 0.6)
117
Process
8.4
564
8.7(won by 0.3)
491
9.1(won by 0.1)
744
9.0
638
8.8(won by 0.3)
693
8.5
490
Channels
9.0(tied score)
743
9.0(tied score)
627
8.4
587
8.5(won by 0.1)
545
8.7(tied score)
566
8.7(tied score)
516
8.2
487
8.6(won by 0.4)
459
8.3
422
8.8(won by 0.5)
485
Insight
8.1
540
8.7(won by 0.6)
494
8.3
648
8.9(won by 0.6)
546
8.5
563
8.8(won by 0.3)
516
8.7
667
9.0(won by 0.3)
591
Generative AI
7.8
67
7.7
186
7.7
66
7.7
185
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
72
Not enough data
8.1
71
Not enough data
8.2
70
Not enough data
8.3
70
Not enough data
8.3
69
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
70
Not enough data
8.4
71
Not enough data
8.3
71
Not enough data
8.5
70
Not enough data
Automation
8.7
73
Not enough data
8.6
71
Not enough data
7.9
69
Not enough data
Autonomy
8.1
69
Not enough data
8.4
68
Not enough data
8.4
70
Not enough data
8.3
71
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
9.4
11
Not enough data
9.0
12
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
9.0
7
Not enough data
9.2
8
Not enough data
8.7
10
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 AI Customer Support Agents, 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 AI Agents For Business Operations, Customer Service Automation, Conversational Support, Workforce Management, Chatbots, Conversational Commerce Platforms, Proactive Notification, and Shared Inbox
Zoho Desk is categorized as Contact Center Knowledge Base, Google Workspace for Sales, and Customer Communications Management
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
14.2%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.4%
Other
57.9%
Information Technology and Services
17.8%
Computer Software
10.8%
Computer & Network Security
4.1%
Financial Services
3.6%
Retail
3.5%
Other
60.1%
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
JC
There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. Read more
How is Zendesk Support Suite transforming the customer service experience in various industries?
6 Comments
OE
I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven...Read more
Where do I find training VDO?
3 Comments
EE
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.Read more
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