We performed a comparison between Bitrix24 and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two CRM solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."We are considering Bitrix24 as an office automation solution for our workplace productivity-related issues, project management activities, and staff tracking."
"It is easy to use and very stable."
"Bitrix24 is ideal for creating a CRM platform. It can integrate some third-party solutions, and it's highly flexible."
"The product is user-friendly."
"The data interpretation feature in Bitrix24 is good."
"I believe that having one system that handles all of the functions that we need in a business, such as marketing, sales, pipeline management, project management, meetings, customer contact, customer feedback, social media integrations, and connections to our cloud data storage, Google, and Microsoft, is a good idea."
"Bitrix24's workflow is better than that of others. The user interface is also good."
"It is a very scalable solution...The tool currently operates efficiently and contributes to our ongoing digitization efforts, including documentation and workflows."
"The product offers very good management. It has a great ability to assign tickets based on content."
"We rarely had issues with Zendesk."
"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."
"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 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."
"The initial setup is simple and straightforward."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"We didn't have the ability to customize the solution."
"The user interface could be improved or simplified. When you log in and see so many functions, it's a little overwhelming."
"The stability could be improved."
"There are some bugs in the mobile system."
"Compared to Microsoft, we found Bitrix24 a little complex because it's new to us, and we don't understand it much."
"It's a team management tool, but the way the tasks are assigned and the way you are able to control them are lacking when compared to Asana or monday.com. The latter tools are a lot more adaptable to team management. Thus, better features to control the team are needed in Bitrix24."
"The solution’s performance could be made faster."
"The client interface is not very user-friendly."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"The solution could integrate better with QR codes from some websites such as Facebook."
"It needs to improve in terms of its flexibility, price, and installation."
"The support team is time-consuming, and they don't find the answer to our problem."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"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."
Bitrix24 is ranked 10th in CRM with 18 reviews while Zendesk is ranked 17th in CRM with 57 reviews. Bitrix24 is rated 7.4, while Zendesk is rated 8.2. The top reviewer of Bitrix24 writes "A project management tool that offers great scalability and stability ". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Bitrix24 is most compared with Zoho CRM, Asana, Microsoft Dynamics CRM, Odoo and ClickUp, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Bitrix24 vs. Zendesk report.
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