Zendesk vs Zoho Desk Comparison Chart

Summary
Pricing
Details
Top features
Typical customers
Support options
Mobile apps
Android
iPhone/iPad
User reviews
Value for money
Ease of use
Features
Customer support
Users recommended to a colleague
Integrations
Security
Audit logs
Encryption
File sharing
Security alerts
Access control
Data policy
Social presence
Facebook
Twitter


Reviews

Mukesh Dubey

Verified Reviewer

Best in business

2017-08-09

Pros

You dont have to go anywhere else if you need a decent KB , Helpdesk and Ticketing system. Everything fantastic

Cons

all in all 64usd for a complete decent system Zoho desk is 12usd a month which gives you all of the above where you can customize KB , helpdesk and also allows 20gb attachments in tickets

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
Zendesk Reviews
Zendesk
Cloud customer service software
Read more
James Darrar

Great value

2019-02-25

great

Pros

good features, good value. easy to use. fast onboarding.

Cons

its not zendesk. zendesk has a more premium feel. but zendesk also costs ten times as much.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Anonymous
(Computer Software company, 11-50 employees)

Too buggy for prime time.

2019-04-17

Very wonky. If it makes financial sense to use a different platform, do it. Our company is already too heavily tied to Zoho Desk to migrate to a better product, and there are more pressing matters to attend to right now.

Pros

It's the budget alternative to Zendesk, and it gets the job done.

Cons

WAY too many bugs. It would take me an hour to list them all. However, it's usable, so it's not completely junk. Some tasters of what's wrong with it include the fact that email templates are not unified. You have to edit each of them one by one, and if you want to change the sender address, you need to open each template and save it. If you save ten in a row too quickly, then you need to wait for their system to stop blocking your requests because their throttling mechanism will nab you. Another is that when you go to add a new agent, you fill out the form and THEN it asks you to upgrade your package. Sometimes the subscription upgrade page won't open. A better way to make it work is to replace the "Add Agent" button with a button to quickly add a new "seat" to your plan at the click of a button and then let you add an agent. They'll get money much faster that way, too. If you delete an agent to replace one, you need to reassign all of your tickets, even if the tickets need to be assigned to the new agent. So, someone else gets hit with all of the tickets instead of having the ability to add them to the new agent at all.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Anonymous
A verified reviewer
Verified Reviewer

Lots of features

2017-08-23

Pros

Plenty of features to compete with Zendesk, etc. including multiple portals, telephony, and customizable agent views.

Cons

The setup and user interface take some time. The interface is not the same as other Zoho products like CRM.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

5/10
Source: GetApp
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Balaji TK

Best HelpDesk Tool

2017-04-06

Far better than Freshdesk and Zendesk. Love to explore more

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Steven Pike

Zoho Desk Review

2018-11-17

Client support (and possibly internal support)

Pros

Its integration with Zoho CRM and the easy to use interface

Cons

Some of the functions were light compared with Zendesk, but this seems to have moved on, so I am now reevaluating

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Jeremy Ma

Decent CRM software that works but just barely

2018-03-19

Pros

Love how affordable it is, probably one of the cheapest customer management systems I've seen out there.

Cons

Lacks a large amount of features, very simple and occasionally confusing dashboard design, ended up switched to Zendesk after a while.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Anonymous
A verified reviewer
Verified Reviewer

Affordable help desk solution, decent features and good Zoho CRM intergration but needs improvement

2017-10-24

Pros

Affordable help desk solution, decent features and good Zoho CRM intergration. Easy to use once you get the hang of it.

Cons

Features need to be improved, vis a vis top competitors like Zendesk and Freshdesk.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

7/10
Source: GetApp
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Emmanuel M Mhlanga

Quite usable

2017-10-05

Enough to work

Pros

Between Freshdesk and Zendesk, Zoho wins .

Cons

The admin dashboard is always black and like death, sucks the life out of the working spirit. They need to be a little life in this, make me want to wake up and do this.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Amrish Patel

Nice Software

2017-06-08

We could manage our helpdesk

Pros

The software Zoho-desk has the best pricing compared to all the other softwares of helpdesk like frontapp, zendesk etc

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Anonymous
A verified reviewer
Verified Reviewer

Lots of features

2017-09-19

Pros

Similar to zendesk in many ways

Cons

Takes a whole to get familiar with the views and features of the system. Wish there was chat support built into Zoho Desk so we can get started with ease.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Weekly

Likelihood to recommend

5/10
Source: GetApp
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Anonymous
(Internet company, 501-1000 employees)

Must have tool for your Customer service desk

2018-12-14

Pros

1. Amazing, intuitive and easy to use interface 2. Role level view of the dashboard 3. Ticket view where you can see all the tickets at once 4. Cost is relatively less(not much) than other softwares

Cons

This has relatively less number of feature as compared to zendesk but they are sufficient unless you have a very big customer support team

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Anonymous
A verified reviewer
Verified Reviewer

Managing many task is automated

2017-10-05

Pros

ZohoDesk have Good user interface and ticket support just like zendesk Almost all the feature are available just like macros , automating ticket system.

Cons

Server Down time most of time while logging into the system,And rest of the stuff is pretty clean in zohodesk

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: GetApp
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Hugo Sanchez

easy and fast

2017-04-28

Easy and fast to configurate

Pros

integration with other apps its good, but iam no yet go to test, i need more time for testing. Tanks

Cons

map mails is not easy, i test zendesk and is more clean, but iam no yet go to test, i need more time for testing.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Kathy Allan

Zoho Desk Review

2017-04-10

Compared to FreshDesk and Zendesk. We are happy with how it is functioning for us.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Dan Pitkow

Very nice app

2017-04-15

I was using Zendesk, but with the new User Interface I moved to ZOHO DESK, Now I can offer to my customer article search by keywords and other interesting things.

Pros

All the new features that brings... chat, email and other channels for support

Cons

The support is not good

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Darryl Haywood

Love this tool

2017-03-30

I have tried zendesk, autotask, and several other platforms.

Pros

The integrations

Cons

Needs better support and training.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Robert Bono

We love Zoho Desk

2017-04-13

We switched over from Zendesk which was clunky and overpriced for the service and love Zoho Desk!

Pros

Great software

Cons

None

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Zoho Desk

None

Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Hiren Gaglani

Very Impressed

2017-04-05

I'd compared Zoho Desk to ZenDesk before deciding on Zoho - found similar features with a much stronger, user-friendly front-end.

Pros

Front-End Features Support

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Anthony Boggiano

Smooth transition from Zendesk to ZohoDesk

2017-06-30

Integration with our CRM so everyone in the company gets a total view of customer interactions.

Pros

Has most of the features of Zendesk, especialy the actual ones we use, is integrated with our ZohoCRM, which is a big plus for the sales people, and saves us money.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Anonymous
(Outsourcing/Offshoring company, 201-500 employees)

Try Zoho Desk out

2018-10-15

It has a lot of options, and at some point, it is even better, in my opinion than Zendesk.

Pros

It is relatively easy to use once you've gotten some instruction. It is nice and easy on the eyes for ticketing, and being able to integrate with editing accounts is also great.

Cons

Editing the account owner in the ticket is not that user friendly. I have edited account owners for voicemail tickets that came in, and all of a sudden the rest of the tickets catch the same name for the account, which is highly annoying.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Richard Peladeau

Great App integration

2017-06-28

Follow ups + Customer services management

Pros

Integration with the Zoho Suite. Set of interesting features such as Community and task with tickets

Cons

It looks that the User Experience and user interface could have been refined visualy with colors, example to display the statut of tickets (ref. :ZenDesk)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Anonymous
Founder (Information Technology and Services company, 1-10 employees)
Verified Reviewer

Drop mic with this helpdesk

2017-12-07

Pros

Way cheaper than zendesk, great reports and easier customizations.

Cons

Poor language options and probably the design is not very flat and clean. But that can all be overlooked

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Eesha Berry

Its good

2017-08-28

Pros

It has alot of features to offer. Telephony integration is one good option as I can. Also the Chat, email and many other features.

Cons

The Dashboard of Zendesk & FreshDesk is a bit easier. maximum telephony integrations are not available in India.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Anonymous
Owner (Computer Software company, 1-10 employees)
Verified Reviewer

Not bad for the money

2017-06-10

Pros

We came from Zendesk and it's very comparable.

Cons

There needs to be a simpler automation setup. We get a lot of tickets for the exact same thing several times a day. I need to be able to send out a clear concise response by clicking a dropdown and a button, not having to re-type or copy and paste the same message 30+ times.

Rating breakdown

Value for money
Ease of use
Features

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

7/10
Source: GetApp
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Anonymous
(Machinery company, 51-200 employees)

Great alternative to Zendesk

2019-01-17

We switched from using Zendesk and have not looked back since.

Pros

In our organization we use several products from the Zoho suite, so the biggest pro for us was integration. Other features that were notably positive were custom domain mapping, converting tickets to articles in the knowledge base, suggested articles for agents, and of course the robust rules and macros that can be set up for the account to automate as many repetitive tasks as possible.

Cons

While most items were pretty intuitive to setup, I do feel that some of the documentation was pretty sparse and sometimes hard to find. Also having to bump up to the highest tier plan just to be able to integrate with all of the Zoho services we utilize was a bit frustrating. I could see not letting free accounts do this, but doubling the cost/agent just to fully integrate with your services that we already pay separately for was pretty disappointing.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more