We performed a comparison between Zendesk and Zoho Desk based on real PeerSpot user reviews.
Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"It's a very stable tool, very powerful."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"We rarely had issues with Zendesk."
"Zendesk Support has a lot of good APIs."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"The ticketing feature is very easy to use, compared to other systems."
"It is a scalable platform."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"The product has a lot of features."
"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"The solution itself wasn't easy to set up."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"The support team is time-consuming, and they don't find the answer to our problem."
"You couldn't give administrative access to new hires."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"The solution needs to have more customization on alerts and notifications."
"It could be easier to link Zoho Desk and Outlook."
"Zoho Desk needs to be enhanced to support IT service management policies."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"They could enhance the product’s features to customize the automated email responses."
"There is room for improvement in customer service and support. It could be more knowledgeable."
Zendesk is ranked 4th in CRM Customer Engagement Centers with 57 reviews while Zoho Desk is ranked 6th in CRM Customer Engagement Centers with 19 reviews. Zendesk is rated 8.2, while Zoho Desk is rated 8.4. The top reviewer of Zendesk writes "Stable tool, making it reliable for handling tasks but difficult initial setup". On the other hand, the top reviewer of Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshservice and Freshdesk. See our Zendesk vs. Zoho Desk report.
See our list of best CRM Customer Engagement Centers vendors and best Help Desk Software vendors.
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