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Birst vs Zendesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Mar 4, 2025

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
8.3
Birst offers substantial returns by providing visualization tools that impact the organization through enhanced sales and data access capabilities.
Sentiment score
7.3
Zendesk offers cost efficiency and improved productivity, with ROI influenced by alignment with operational needs and process integration.
 

Customer Service

Sentiment score
7.2
Birst's technical support is mixed; praised for responsiveness and customer service but faces challenges with time zones and reliance on forums.
Sentiment score
7.0
Zendesk receives praise for responsiveness and ease of use, but some users desire better chat features and human interaction.
The technical support provided by Zendesk has been very satisfactory.
 

Scalability Issues

Sentiment score
6.4
Birst's scalability receives mixed reviews; some praise it, while others face challenges, costs, and complexity, yet cloud solutions impress.
Sentiment score
7.5
Zendesk is praised for scalability and customization, although some face initial setup challenges and structural integration issues.
Zendesk can scale from very small companies to very large ones.
 

Stability Issues

Sentiment score
6.3
Birst users experience varying stability, with issues during upgrades and large datasets, though some report smooth performance improvements.
Sentiment score
7.9
Zendesk is stable with minimal downtimes, reliable performance, occasional minor issues, and high reliability ratings, especially for smaller businesses.
 

Room For Improvement

Birst struggles with performance, customization, UI, visualization features, inefficiencies, and support, requiring enhancements and modernization in various areas.
Zendesk faces challenges with data management, flexibility, integration, user-friendliness, and customer communication, while users are dissatisfied with support and pricing.
There could be improvements in integration, which can be achieved with APIs or tools like Zapier.
 

Setup Cost

Birst offers market-standard pricing with a subscription model, providing comprehensive solutions and flexibility despite high entry costs.
Enterprise buyers find Zendesk's pricing high but valuable, with costs varying by agent count and business needs for tailored solutions.
It is not the cheapest solution nor the most expensive, but it provides value for money.
 

Valuable Features

Birst provides scalable data visualization, cloud-based architecture, and integrates ETL, reporting, and dashboards for efficient data-driven decisions.
Zendesk offers user-friendly ticket management, seamless integrations, multi-channel support, and robust security for efficient and productive customer service.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
 

Categories and Ranking

Birst
Ranking in Reporting
32nd
Average Rating
7.4
Reviews Sentiment
7.1
Number of Reviews
20
Ranking in other categories
Embedded BI (15th)
Zendesk
Ranking in Reporting
13th
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
60
Ranking in other categories
CRM Customer Engagement Centers (7th), CRM (20th), Help Desk Software (9th), IT Service Management (ITSM) (7th), Sales Force Automation (7th), Knowledge Management Software (3rd), Community Platforms (3rd)
 

Mindshare comparison

As of May 2025, in the Reporting category, the mindshare of Birst is 0.3%, up from 0.2% compared to the previous year. The mindshare of Zendesk is 0.2%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Reporting
 

Featured Reviews

it_user547323 - PeerSpot reviewer
We deploy dashboards using the integrated data warehousing and visualization abilities. Setup is complex.
From a visualization perspective, this tool claims to make several advances that are indeed interesting to a large proportion of the user base. However, it needs to prioritize several extremely fundamental features associated with charting, formatting and layout control. Some basic features that Birst needs to improve are: * Line graph between two measures (comparing one measure to another without summing them) – Basic scatter plot sums the measure up automatically. * Spark lines need to be made available. * Editing trend lines and gridlines in graphs – An option for customizing label location, label background under formatting chart elements such as gridlines and labels, custom label backgrounds and transparency, etc. * An option to customize the alignment of headings in any table as left, right, center, top, middle and bottom. Also there is need to add label customization in a table that is not associated to any measure but just plain text, instead of having to change it on the dashboard as a text input, which also does not re-size in the same ratio as the other components do when the screen size is modified. * Conditional filter – An additional option to use a filter “where variable-xyz in (a,b,c,d,)” type of statement for filtering attributes. This is helpful when the list of attributes is long and can be used instead of manually select each box. * Conditional display of KPI – For example, if the date range is x, then display KPI A; if the date range is y, then display KPI B. * Conditional indicators – A solution to give conditions to KPI indicators rather than to have a measure to check against a predefined number. * Unnecessary padding spaces around graphs, KPIs, tables – An option to be able to define the space and padding. * An option to customize a measure within a given timeline, embedded in the measure itself. There should be way to define that timeline dependent on a user-selected time in dashboard filters. Currently, there is no ability to display several measures on different time scales in the same table. For example, measure 1, 2 and 3 current, over last quarter and over last year.
JohanSkibdahl - PeerSpot reviewer
Automating customer support with advanced AI capabilities and seamless communication
Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo ( /products/klaviyo-reviews ), enhancing our workflows.
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Top Industries

By visitors reading reviews
No data available
Computer Software Company
24%
Educational Organization
11%
Financial Services Firm
8%
University
5%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

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What do you like most about Zendesk Support?
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 ...
What is your experience regarding pricing and costs for Zendesk Support?
Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.
What needs improvement with Zendesk Support?
There could be improvements in integration, which can be achieved with APIs or tools like Zapier ( /products/zapier-reviews ). However, easier integration could enhance the usability. Multilingual ...
 

Comparisons

No data available
 

Also Known As

No data available
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

 

Sample Customers

Citrix Systems, Jive Software, SunnyD, Toshiba Medical Systems, Cisco OpenDNS, RB, Sunny D, Vertafore
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about Birst vs. Zendesk and other solutions. Updated: April 2025.
850,028 professionals have used our research since 2012.