We performed a comparison between Zendesk and Zoho CRM based on real PeerSpot user reviews.
Find out in this report how the two CRM solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It's very convenient to use."
"The initial setup is simple and straightforward."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"The user interface, especially the dashboard, offers good navigation."
"It is customizable. We have customized the CRM according to our needs."
"Zoho CRM is very simple and easy to use."
"I like the solution's reminder feature which is helpful for big projects. There are many tasks that run at the same time. The reminder feature makes things easy for me since I use Zoho's mobile version as well."
"The solution is always stable."
"Zoho CRM is easy to use and easy to understand."
"The best thing about Zoho CRM is that it is integrated with other Zoho applications."
"We use the solution for different projects. We use it to patch lead details from clients' sources."
"It wasn't easy to set up so we're only using a third of all of the features,"
"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."
"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."
"You couldn't give administrative access to new hires."
"The solution itself wasn't easy to set up."
"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."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"The dashboard could be better."
"The product's scalability and stability need improvement."
"We'd like the solution to be less expensive."
"The customization options for roles in Zoho CRM are currently limited."
"It is hard to modify information around a customer. You need to pay for the features and the tool needs to improve it."
"Zoho CRM’s customer service can be a little difficult to reach sometimes."
"I would like to see more integrations and customization options in the next release."
"There was a challenge while deploying Zoho when we brought an API code. Because integrations "aren't perfect" for every organization."
"It would be useful to have some way of mapping organizations that could add more value. If I have X company's database and am trying to create multiple contexts for different entities of the same company, I should be able to map it in such a way that I can see the organization chart."
Zendesk is ranked 16th in CRM with 57 reviews while Zoho CRM is ranked 6th in CRM with 47 reviews. Zendesk is rated 8.2, while Zoho CRM is rated 8.0. The top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". On the other hand, the top reviewer of Zoho CRM writes "A highly stable solution that allows customization and data sharing". Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM, whereas Zoho CRM is most compared with SAP CRM, monday.com, Bitrix24, Microsoft Dynamics CRM and LeadSquared. See our Zendesk vs. Zoho CRM report.
See our list of best CRM vendors and best Sales Force Automation vendors.
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