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."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."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"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."
"Zendesk Support has a lot of good APIs."
"It's very convenient to use."
"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 most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"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."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"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."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."
"It is a scalable platform."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."
"You couldn't give administrative access to new hires."
"The dashboard could be better."
"The solution itself wasn't easy to set up."
"It needs to improve in terms of its flexibility, price, and installation."
"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 price of the solution should be reduced."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"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."
"Zoho Desk lacks lookup fields for the layouts."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"There is room for improvement with the pricing."
"There is room for improvement in terms of integration."
"As per customer requirements, it may have some limitations."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"It could be easier to link Zoho Desk and Outlook."
"The solution needs to have more customization on alerts and notifications."
Zendesk is ranked 5th 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 "Straightforward, very transparent, and very well organized". 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.
We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
