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UserVoice vs Zoho Desk Comparison

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Overview

UserVoice collects and organizes feedback from multiple sources to provide a clear, actionable view of user feedback.

Category Leaders

Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key features...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from

No info

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$

14

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

4.2

5

4

3

2

1

35

18

8

1

2

  • Value for money
  • Ease of use
  • Features
  • Customer support
88%
would recommend this app

5

4

3

2

1

968

582

97

11

5

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

Pros

I like the constant updates, a great knowledge base. The most amazing part for me that guys are using their own tool for their product management.
When I was testing all customer service software, I needed one that was the best at its core product which is a ticketing and knowledgebase system. This in my opinion is the best at what it does.
Add on top of that an incredibly innovative feedback system that truly helps you prioritize what customers want what.

Pros

Zoho Desk is a great addition to the Zoho Suite of products. We appreciate the great value offers in the entire suite.
I like that this helpdesk solution is flexible enough to allow for various usage - in my case we used it to field digital marketing and creative requests.
You can customize anything you would like to match your platform's needs. It follows all relevant customer behavior ,prior to interactions , and it helps us anticipate their needs better.

Cons

We were constantly struggling to get it to work properly in the beginning. I thought the set up was horribly confusing and time consuming.
The lack of the feature where a user can select his or her language, and automatically have the Knowledge Base switch to that language, is anathema to an SaaS business looking to scale globally.
When you cc someone on a ticket, the cc-ed recipient cannot see the customer's email address. Quite hard to navigate through the interface.

Cons

Previous to using Zoho, we were managing all our CS in our email inbox. Items were getting lost or forgotten about and it was driving me crazy.
The user interface can be a bit confusing if you are an entry level user.
Lack of customization options in the lower subscription tiers.
  • Vendor responds to reviews
  • Last review2 years ago
  • Vendor responds to reviews
  • Last review5 days ago

Key features

  • Total features46
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Activity/News Feed
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Batch Communications
  • Billing & Invoicing
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Complaint Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Content Management
  • Customer Accounts
  • Customer Activity Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Categories
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Migration
  • Data Visualization
  • Decision Support
  • Disaster Recovery
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Email Distribution
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • Gantt/Timeline View
  • Graphical Workflow Editor
  • Help Desk Management
  • IVR / Voice Recognition
  • Idea Management
  • Idea Ranking
  • Ideation / Crowdsourcing
  • Inbound Call Center
  • Interaction Tracking
  • Interactive Content
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Distribution
  • Lead Nurturing
  • Live Chat
  • Loyalty Program
  • Macros/Templated Responses
  • Manual Dialer
  • Mind Maps
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Location
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Communications
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Polls/Voting
  • Portfolio Management
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Product Data Management
  • Product Roadmapping
  • Productivity Analysis
  • Project Management
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Requirements Management
  • Resource Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SEO Management
  • SMS Messaging
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Time & Expense Tracking
  • Timer
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Video Support
  • Virtual Assistant
  • Visual Analytics
  • Web Forms
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features168
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Activity/News Feed
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Batch Communications
  • Billing & Invoicing
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Complaint Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Content Management
  • Customer Accounts
  • Customer Activity Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Categories
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Migration
  • Data Visualization
  • Decision Support
  • Disaster Recovery
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Email Distribution
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Forms Management
  • Full Text Search
  • Gamification
  • Gantt/Timeline View
  • Graphical Workflow Editor
  • Help Desk Management
  • IVR / Voice Recognition
  • Idea Management
  • Idea Ranking
  • Ideation / Crowdsourcing
  • Inbound Call Center
  • Interaction Tracking
  • Interactive Content
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Distribution
  • Lead Nurturing
  • Live Chat
  • Loyalty Program
  • Macros/Templated Responses
  • Manual Dialer
  • Mind Maps
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Location
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Communications
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Polls/Voting
  • Portfolio Management
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Product Data Management
  • Product Roadmapping
  • Productivity Analysis
  • Project Management
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Requirements Management
  • Resource Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SEO Management
  • SMS Messaging
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Time & Expense Tracking
  • Timer
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Video Support
  • Virtual Assistant
  • Visual Analytics
  • Web Forms
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations52
  • Box
  • Dropbox Business
  • GitHub
  • Gmail
  • Google Calendar
  • Google Drive
  • Google Workspace
  • Jira
  • Microsoft 365
  • Microsoft Excel
  • Microsoft OneDrive
  • Microsoft Outlook
  • Microsoft Teams
  • Salesforce Sales Cloud
  • SharePoint
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk
  • Total integrations62
  • Box
  • Dropbox Business
  • GitHub
  • Gmail
  • Google Calendar
  • Google Drive
  • Google Workspace
  • Jira
  • Microsoft 365
  • Microsoft Excel
  • Microsoft OneDrive
  • Microsoft Outlook
  • Microsoft Teams
  • Salesforce Sales Cloud
  • SharePoint
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk

UserVoice vs. Zoho Desk

See how UserVoice and Zoho Desk stack up against each other by comparing features, pricing, ratings, integrations, security & more.