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Zoho CRM vs Zoho Desk Comparison (2026)
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Good recommendations?
Overview
Zoho CRM records all contact, lead & account data. It also lets you assign tasks, automate workflows & marketing, track revenue & send communications.
Use Zoho Desk to automate ticket management by setting service levels, creating escalation rules & workflows, setting up notifications and more. This brings email, social media, live chat, phone calls, and web forms together. Our free plan gives you 3 users free to head start your operations.
- 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
Video & Screenshots
Pricing
User reviews
4.3
7K
5
4
3
2
1
3.5K
2.3K
781
173
84
- Value for money
- Ease of use
- Features
- Customer support
68%
would recommend this app4.5
2.2K
5
4
3
2
1
1.3K
765
121
13
8
- Value for money
- Ease of use
- Features
- Customer support
79%
would recommend this appPros
“I like Zoho CRM for its smart workflow management that automates routine tasks and it’s effective email campaign features that helps create and track personalized customer engagement.”
GO
Gabriella O.
Human resources manager
“We use it for new leads, tracking stages of leads and bookings, contact details, tasks, sending emails and more.”
SM
Sherry M.
Executive Manager
“It provides a solid combination of contact management, email communication, workflow automation, and sales tracking capabilities.”
AR
Ansuman R.
Ecom manager
Pros
“The software provides helpful features for ticket management, reporting, and improving overall team productivity. Although occasional bugs or technical issues may occur, regular updates and improvements help enhance performance and service efficiency.”
MZ
Muhammad Z.
Talent Acquisition Officer
“It has simplified tracking hydraulic service requests, follow-ups, and client history significantly in comparison to having multiple email threads running throughout the day.”
DM
David M.
Technical Support Engineer
“The platform was practical for tracking customer requests and technical issues in one place and in office we can follow the process.”
EÇ
Eren Ç.
Architectural specialist
Cons
“It is a bit difficult while integrating with the previous crm as there are few gaps and not able to capture the few details same as the previous crm”
sc
suba c.
Customer Success Executive
“The mobile app is really frustrating when I'm out showing properties and need to update deal stages on the fly.”
AC
Andy C.
Sales Director
“Certain automation workflows are overly cumbersome to build, particularly when including multiple conditions and actions.”
AD
Alexandre D.
Secretary General
Cons
“Some users can also experience occasional bugs, delayed notifications, or limited customization in certain areas, which can affect support efficiency.”
MZ
Muhammad Z.
Talent Acquisition Officer
“Users often report that setting up complex features like Blueprints (workflow automation) requires significant trial and error.”
Mustafa A.
Director
“When I first started using Zoho desk I was impressed but after further usage, I began to feel let down by the load times and the lack of features when it comes to reporting and usage on mobile devices”
DT
Daniel T.
IT Engineer
- Vendor responds to reviews
- Last review4 days ago
- Vendor responds to reviews
- Last review2 months ago
Key features
- Total features180
- @mentions
- A/B Testing
- AI Copilot
- AI/Machine Learning
- API
- Access Controls/Permissions
- Account Management
- Accounting
- Accounting Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Appointment Management
- Appointment Scheduling
- Asset Lifecycle Management
- Assignment Management
- Audit Trail
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- Batch Communications
- Billing & Invoicing
- Budgeting/Forecasting
- Business Card/Badge Scanning
- Business Process Automation
- Business Process Control
- Buyer Management
- CRM
- Calendar Management
- Calendar Sync
- Calendar/Reminder System
- Call Center Management
- Call Logging
- Call Management
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Campaign Analytics
- Campaign Management
- Campaign Planning
- Campaign Segmentation
- Canned Responses
- Case Management
- Catalog Management
- Channel Management
- Chat/Messaging
- Chatbot
- Churn Management
- Client Management
- Client Portal
- Client Tracking
- Client/Property Matching
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Computer Telephony Integration
- Configurable Workflow
- Contact Database
- Contact Management
- Content Library
- Content Management
- Contract/License Management
- Conversion Tracking
- Correlation Analysis
- Customer Activity Tracking
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Journey Mapping
- Customer Management
- Customer Portal
- Customer Segmentation
- Customer Service Analytics
- Customer Social Profiles
- Customer Support
- Customer Surveys
- Customizable Branding
- Customizable CTAs
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Entry
- Data Import/Export
- Data Security
- Data Synchronization
- Data Visualization
- Deal Management
- Decision Support
- Discussions/Forums
- Document Management
- Document Storage
- Donor Management
- Drag & Drop
- Drip Campaigns
- Email Alerts
- Email Management
- Email Marketing
- Email Response Control
- Email Templates
- Email Tracking
- Engagement Tracking
- Estimating
- Event Triggered Actions
- Exception Reporting
- Expense Tracking
- Feedback Management
- Field Sales Management
- File Sharing
- For AEC Industry
- For Financial Institutions
- For Healthcare
- For Insurance Industry
- For Mac Devices
- For Nonprofits
- For Real Estate
- For Sales Teams/Organizations
- For Small Businesses
- For Startups
- For iPad Devices
- Forecasting
- Forms Management
- Full Text Search
- Gamification
- Generative AI
- Goal Management
- Goal Setting/Tracking
- Graphical Data Presentation
- Help Desk Management
- IVR
- Inbound Call Center
- Inbox Management
- Incentive Management
- Interaction Tracking
- Interactive Content
- Internal Chat Integration
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Landing Pages/Web Forms
- Lead Capture
- Lead Distribution
- Lead Generation
- Lead Management
- Lead Nurturing
- Lead Qualification
- Lead Scoring
- Lead Segmentation
- Live Chat
- Loyalty Program
- Macros/Templated Responses
- Manual Dialer
- Marketing Automation
- Marketing Calendar
- Meeting Management
- Mobile Access
- Mobile App
- Modeling & Simulation
- Monitoring
- Multi-Campaign
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Channel Marketing
- Multi-Currency
- Multi-Language
- Multiple User Accounts
- Multivariate Testing
- Negative Feedback Management
- No-Code
- Offline Form
- On-Demand Communications
- Onboarding
- Online Forums
- Opportunity Management
- Outbound Call Center
- Performance Management
- Performance Metrics
- Personalization
- Pipeline Management
- Pipeline Reports
- Pre-built Templates
- Predictive Analytics
- Prioritization
- Proactive Chat
- Product Catalog
- Progress Tracking
- Project Management
- Project Tracking
- Projections
- Proposal Generation
- Prospecting Tools
- Quality Assurance
- Queue Management
- Quota Planning
- Quotes/Estimates
- ROI Tracking
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recurring Issues
- Referral Tracking
- Relationship Tracking
- Reminders
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Response Management
- Rewards Management
- Rich Text Editor
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SEO Management
- SMS Messaging
- SSL Security
- Sales Activity Management
- Sales Analytics
- Sales Approval
- Sales Automation
- Sales Forecasting
- Sales Pipeline Management
- Sales Planning
- Sales Reports
- Sales Trend Analysis
- Scheduling
- Search
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service Level Agreement (SLA) Management
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Template Management
- Templates
- Text Analysis
- Text Editing
- Third-Party Integrations
- Ticket Management
- Transcripts/Chat History
- Transfers/Routing
- Usage Tracking/Analytics
- User Management
- Video Support
- VoIP Connection
- Website Integration
- Widgets
- Workflow Configuration
- Workflow Management
- eCommerce Management
- Total features166
- @mentions
- A/B Testing
- AI Copilot
- AI/Machine Learning
- API
- Access Controls/Permissions
- Account Management
- Accounting
- Accounting Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Appointment Management
- Appointment Scheduling
- Asset Lifecycle Management
- Assignment Management
- Audit Trail
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- Batch Communications
- Billing & Invoicing
- Budgeting/Forecasting
- Business Card/Badge Scanning
- Business Process Automation
- Business Process Control
- Buyer Management
- CRM
- Calendar Management
- Calendar Sync
- Calendar/Reminder System
- Call Center Management
- Call Logging
- Call Management
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Campaign Analytics
- Campaign Management
- Campaign Planning
- Campaign Segmentation
- Canned Responses
- Case Management
- Catalog Management
- Channel Management
- Chat/Messaging
- Chatbot
- Churn Management
- Client Management
- Client Portal
- Client Tracking
- Client/Property Matching
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Computer Telephony Integration
- Configurable Workflow
- Contact Database
- Contact Management
- Content Library
- Content Management
- Contract/License Management
- Conversion Tracking
- Correlation Analysis
- Customer Activity Tracking
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Journey Mapping
- Customer Management
- Customer Portal
- Customer Segmentation
- Customer Service Analytics
- Customer Social Profiles
- Customer Support
- Customer Surveys
- Customizable Branding
- Customizable CTAs
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Dashboard Creation
- Data Entry
- Data Import/Export
- Data Security
- Data Synchronization
- Data Visualization
- Deal Management
- Decision Support
- Discussions/Forums
- Document Management
- Document Storage
- Donor Management
- Drag & Drop
- Drip Campaigns
- Email Alerts
- Email Management
- Email Marketing
- Email Response Control
- Email Templates
- Email Tracking
- Engagement Tracking
- Estimating
- Event Triggered Actions
- Exception Reporting
- Expense Tracking
- Feedback Management
- Field Sales Management
- File Sharing
- For AEC Industry
- For Financial Institutions
- For Healthcare
- For Insurance Industry
- For Mac Devices
- For Nonprofits
- For Real Estate
- For Sales Teams/Organizations
- For Small Businesses
- For Startups
- For iPad Devices
- Forecasting
- Forms Management
- Full Text Search
- Gamification
- Generative AI
- Goal Management
- Goal Setting/Tracking
- Graphical Data Presentation
- Help Desk Management
- IVR
- Inbound Call Center
- Inbox Management
- Incentive Management
- Interaction Tracking
- Interactive Content
- Internal Chat Integration
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Landing Pages/Web Forms
- Lead Capture
- Lead Distribution
- Lead Generation
- Lead Management
- Lead Nurturing
- Lead Qualification
- Lead Scoring
- Lead Segmentation
- Live Chat
- Loyalty Program
- Macros/Templated Responses
- Manual Dialer
- Marketing Automation
- Marketing Calendar
- Meeting Management
- Mobile Access
- Mobile App
- Modeling & Simulation
- Monitoring
- Multi-Campaign
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Channel Marketing
- Multi-Currency
- Multi-Language
- Multiple User Accounts
- Multivariate Testing
- Negative Feedback Management
- No-Code
- Offline Form
- On-Demand Communications
- Onboarding
- Online Forums
- Opportunity Management
- Outbound Call Center
- Performance Management
- Performance Metrics
- Personalization
- Pipeline Management
- Pipeline Reports
- Pre-built Templates
- Predictive Analytics
- Prioritization
- Proactive Chat
- Product Catalog
- Progress Tracking
- Project Management
- Project Tracking
- Projections
- Proposal Generation
- Prospecting Tools
- Quality Assurance
- Queue Management
- Quota Planning
- Quotes/Estimates
- ROI Tracking
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recurring Issues
- Referral Tracking
- Relationship Tracking
- Reminders
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Response Management
- Rewards Management
- Rich Text Editor
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SEO Management
- SMS Messaging
- SSL Security
- Sales Activity Management
- Sales Analytics
- Sales Approval
- Sales Automation
- Sales Forecasting
- Sales Pipeline Management
- Sales Planning
- Sales Reports
- Sales Trend Analysis
- Scheduling
- Search
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service Level Agreement (SLA) Management
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Template Management
- Templates
- Text Analysis
- Text Editing
- Third-Party Integrations
- Ticket Management
- Transcripts/Chat History
- Transfers/Routing
- Usage Tracking/Analytics
- User Management
- Video Support
- VoIP Connection
- Website Integration
- Widgets
- Workflow Configuration
- Workflow Management
- eCommerce Management
Integrations
- Total integrations65
- 3CX
- Action1
- ActiveCampaign
- Aircall
- Amazon Connect
- Avaya Experience Platform
- Bedrock Data
- Bigin by Zoho CRM
- Botpress
- Box
- CallGear
- Chatbase
- Claude
- Claude Code
- ClickUp
- Delphi AI
- Discord
- Docusign
- Dropbox
- Eventbrite
- GetResponse
- GoTo Meeting
- Google Ads
- Google Analytics 360
- Google Authenticator
- Google Calendar
- Google Workspace
- Gupshup
- HubSpot CRM
- HubSpot Data Hub
- HubSpot Marketing Hub
- HubSpot Sales Hub
- JIRA Service Management
- Jira
- Jotform
- JustCall
- Keka
- Kixie PowerCall & SMS
- Klenty
- Knowlarity
- Leadfeeder
- Linear
- LinkedIn for Business
- Lovable
- Meta for Business
- Microsoft 365
- Microsoft Entra ID
- Microsoft Outlook
- Microsoft Power Automate
- Microsoft Power BI
- Microsoft Project Server Subscription Edition
- Microsoft Teams
- PA Server Monitor
- PandaDoc
- PayPal Payments
- Permit To Work
- Pipedrive
- Proposify
- QuickBooks Online
- QuoteWerks
- Quoter
- Rezdy
- RingCX
- RingEX
- Ringotel
- SAP Business One
- SMS-Magic
- Saasu
- Sage 100
- Service Fusion
- Shopify
- Shopify Plus
- SimplyCast
- Skyvia
- Slack
- SurveyMonkey
- TickTick
- Tidy
- Trello
- Twilio
- Twitter/X
- Wix
- WooCommerce
- Wrike
- Xentral Software
- Xero
- Zadarma
- Zapier
- Zendesk Suite
- Zoho Analytics
- Zoho Assist
- Zoho Billing
- Zoho Books
- Zoho BugTracker
- Zoho CRM
- Zoho Campaigns
- Zoho Cliq
- Zoho Creator
- Zoho Desk
- Zoho Directory
- Zoho Expense
- Zoho FSM
- Zoho Flow
- Zoho Forms
- Zoho Invoice
- Zoho Mail
- Zoho Meeting
- Zoho People
- Zoho Projects
- Zoho SalesIQ
- Zoho Sign
- Zoho Social
- Zoho Sprints
- Zoho Survey
- Zoho Voice
- Zoho WorkDrive
- Zoho Writer
- Zoom Phone
- iQuoteXpress
- mailparser.io
- sipgate
- Total integrations74
- 3CX
- Action1
- ActiveCampaign
- Aircall
- Amazon Connect
- Avaya Experience Platform
- Bedrock Data
- Bigin by Zoho CRM
- Botpress
- Box
- CallGear
- Chatbase
- Claude
- Claude Code
- ClickUp
- Delphi AI
- Discord
- Docusign
- Dropbox
- Eventbrite
- GetResponse
- GoTo Meeting
- Google Ads
- Google Analytics 360
- Google Authenticator
- Google Calendar
- Google Workspace
- Gupshup
- HubSpot CRM
- HubSpot Data Hub
- HubSpot Marketing Hub
- HubSpot Sales Hub
- JIRA Service Management
- Jira
- Jotform
- JustCall
- Keka
- Kixie PowerCall & SMS
- Klenty
- Knowlarity
- Leadfeeder
- Linear
- LinkedIn for Business
- Lovable
- Meta for Business
- Microsoft 365
- Microsoft Entra ID
- Microsoft Outlook
- Microsoft Power Automate
- Microsoft Power BI
- Microsoft Project Server Subscription Edition
- Microsoft Teams
- PA Server Monitor
- PandaDoc
- PayPal Payments
- Permit To Work
- Pipedrive
- Proposify
- QuickBooks Online
- QuoteWerks
- Quoter
- Rezdy
- RingCX
- RingEX
- Ringotel
- SAP Business One
- SMS-Magic
- Saasu
- Sage 100
- Service Fusion
- Shopify
- Shopify Plus
- SimplyCast
- Skyvia
- Slack
- SurveyMonkey
- TickTick
- Tidy
- Trello
- Twilio
- Twitter/X
- Wix
- WooCommerce
- Wrike
- Xentral Software
- Xero
- Zadarma
- Zapier
- Zendesk Suite
- Zoho Analytics
- Zoho Assist
- Zoho Billing
- Zoho Books
- Zoho BugTracker
- Zoho CRM
- Zoho Campaigns
- Zoho Cliq
- Zoho Creator
- Zoho Desk
- Zoho Directory
- Zoho Expense
- Zoho FSM
- Zoho Flow
- Zoho Forms
- Zoho Invoice
- Zoho Mail
- Zoho Meeting
- Zoho People
- Zoho Projects
- Zoho SalesIQ
- Zoho Sign
- Zoho Social
- Zoho Sprints
- Zoho Survey
- Zoho Voice
- Zoho WorkDrive
- Zoho Writer
- Zoom Phone
- iQuoteXpress
- mailparser.io
- sipgate
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