Insightly CRM vs Zendesk comparison

Insightly and Zendesk are both solutions in the CRM category. Insightly is ranked #67, while Zendesk is ranked #6 with an average rating of 7.4. Insightly holds a 0.4% mindshare in CRM, compared to Zendesk’s 1.4% mindshare. Additionally, 100% of Insightly users are willing to recommend the solution, compared to 91% of Zendesk users who would recommend it.

Insightly CRM

Read 1 Insightly CRM review

1,067 Views
1,067 Comparison Views

100% willing to recommend

Zendesk

Read 69 Zendesk reviews

12,960 Views
3,758 Comparison Views

91% willing to recommend

Insightly CRM

Zendesk

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Insightly CRM and Zendesk based on real PeerSpot user reviews.

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To learn more, read our detailed CRM Report (Updated: May 2026).

Buyer's Guide

CRM

May 2026

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Helped 896,942 peers since 2012

Review summaries and opinions

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

Categories and Ranking

Insightly CRM

Ranking in CRM

67th

Average Rating

9.0

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in CRM

6th

Average Rating

8.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (3rd), Help Desk Software (3rd), IT Service Management (ITSM) (5th), Reporting (8th), Knowledge Management Software (3rd), AI Customer Support (6th), AI IT Support (5th)

Mindshare comparison

As of June 2026, in the CRM category, the mindshare of Insightly CRM is 0.4%, up from 0.3% compared to the previous year. The mindshare of Zendesk is 1.4%, down from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Mindshare Distribution
Product	Mindshare (%)
Zendesk	1.4%
Insightly CRM	0.4%
Other	98.2%

CRM

Featured Reviews

Micah Oren Feldkamp

Lead Consultant for Cloud Implementations at ZeroClick.ai

Highly scalable, easy to use, flexible, and affordable

In terms of areas for improvement in Insightly, it would be the project management functionality. It can be integrated with other applications to make it more flexible, but it requires a lot of work redoing the framework from Insightly and creating more custom objects to make it do what you want. For example, in the software developer world, we use the Agile or Scrum methodology, which has a completely different project management system than Insightly. Sadly, Insightly doesn't support that well. You would need to create some custom objects in order for that to work correctly. Also, even without the Scrub methodology or other types of project management styles, Insightly needs support with how it manages its pipelines and activity sets. The access to making templated tasks is very limited. If Insightly could expand access to activity sets and create more flexible project management features, that would be a big win for the CRM. The things I would like to see as a developer and as a consultant for my clients would be more integration and more updates with the project management. When it comes to additional features, I would like to see the ability to connect other data sources inside the dashboard reporting. For example, if you would like to see your sales organization and how many activities you made on a contact, how many phone calls, emails, text messages, etc., Insightly should be able to show that information in the opportunity or the sales report. That would be very valuable, to get data from the contact, not from the opportunity, and see those data points together. Right now, they are silent. There is just a data opportunity report and a contact report. Insightly should put some type of API connection or integration to update the activity into the opportunity record to link it so you would be able to see it. Right now it is siloed but it would be useful to create API connections to automate that so that salespeople don't have to link it to the contact and the opportunity. The AI connection of automation should do that for you like in other software systems.

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AmandaSanchez

Consultant and Startup Founder at AimHi Enterprises

Macros and automation have streamlined workflows and reduced manual effort across support teams

The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

Read full review

Quotes from Members

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

Pros

"The most valuable feature is the speed of adoption, the simple user interface, and the flexibility of use."

"Time saved is definitely a benefit because it puts all of our tickets in one spot."

"It forced the organization to rethink sub-par work processes and enabled us to work smarter."

"Zendesk has positively impacted my organization because the interface is quite good, easy to use, and has a user-friendly UI."

"The product offers very good management. It has a great ability to assign tickets based on content."

"It is a scalable solution."

"It is easy to use, highly customizable and makes our work faster."

"All companies with high standards should use Zendesk because it's a reliable tool, constantly improving the old features and also bringing new ones on the market, in accordance to their customers’ needs."

"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."

More Zendesk pros

Cons

"Project management in Insightly could use some improvement. It can be integrated with other applications to make it more flexible, but it requires a lot of work redoing the framework from Insightly and creating more custom objects to make it do what you want."

"There are some edge cases where the simplicity of the platform prevented some unusual workflows, but we worked around it without much hassle."

"I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI."

"It would be good to be able to edit. Unfortunately, Zendesk believes that the integrity of a ticket and its comments are important."

"The support is not on chat often which is quite frustrating if you want immediate answers but they do respond to tickets within 24 hours."

"I really wish they had a chat feature - like Olark for example."

"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."

"They need to fix the email thread response problem."

"It is easy to use, however, it is not quite as powerful as many other ticketing systems out there."

More Zendesk cons

Pricing and Cost Advice

Information not available

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"The price is very competitive."

"From what I hear, Zendesk's pricing is a little expensive."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

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Top Industries

By visitors reading reviews

No data available

Financial Services Firm

Construction Company

Manufacturing Company

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	37
Midsize Enterprise	21
Large Enterprise	11

Questions from the Community

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What is your experience regarding pricing and costs for Zendesk Support?

From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more o...

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What needs improvement with Zendesk Support?

I wish there was a more easily dynamic tool. Currently, it is quite difficult because not all the tools are labeled. A feature that would be beneficial is if hovering over an icon would tell you wh...

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What is your primary use case for Zendesk Support?

I have been using Zendesk for approximately five years now. I use Zendesk for keeping track of emails and customer tickets. Whenever a customer has issues or questions about our product, they email...

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Compared 3% of the time

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Product Reports

Buyer's Guide

CRM

May 2026

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Buyer's Guide

Zendesk

May 2026

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Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Insightly CRM provides organizations with robust tools to optimize customer relationship management, enhancing efficiency and data integration across various business processes.

Designed to streamline sales, marketing, and project management, Insightly CRM enables businesses to build meaningful customer interactions while maintaining seamless data continuity. It offers a flexible approach to managing customer information and integrates with numerous platforms to support diverse business operations and growth strategies.

What are the key features of Insightly CRM?

Contact Management: Centralizes contact information, enabling easy access and organization.
Email Tracking: Monitors email communications, providing valuable insights into customer interactions.
Task and Project Management: Facilitates planning and execution of projects with efficient task allocation.
Automatic Lead Routing: Streamlines lead distribution to appropriate team members, enhancing response times.
Dashboard and Reporting: Delivers customizable reports and dashboards for data-driven decision-making.

What benefits and ROI can users expect from Insightly CRM?

Enhanced Collaboration: Fosters teamwork by sharing crucial information across departments.
Improved Efficiency: Reduces manual tasks through automation, boosting productivity.
Scalable Growth: Supports business expansion with versatile functionalities that adapt to changing demands.
Insightful Analytics: Provides comprehensive data analysis for strategic customer insights and trends.

In industries such as manufacturing, finance, and healthcare, Insightly CRM facilitates tailored implementations to meet specific sector requirements, allowing businesses to manage customer interactions effectively while ensuring compliance with industry regulations and standards.

Insightly

Zendesk provides a versatile platform for managing customer interactions, offering efficient ticketing, customization, and integration features across multiple channels to enhance user experiences.

Zendesk stands out for its simplicity, ease of use, and comprehensive integration capabilities with CRM tools, which help optimize workflow efficiency. Users benefit from advanced analytics and reporting features that offer valuable insights into customer behavior. Multi-channel support and self-service portals are integral components, enhancing customer interaction experiences. While security protocols and flexible configurations contribute to its broad appeal, areas for improvement include more intuitive reporting, advanced customization of triggers and automations, and enhancements in knowledge management. Users express the need for better ticket management functionalities, efficient data synchronization, and refined interface aesthetics. Performance can be impacted by extensive customization, and there’s a call for competitive pricing and simplified licensing options.

What are Zendesk's most important features?

Simplicity and Ease of Use - Facilitates smooth onboarding and daily operations.
Integration Capabilities - Seamlessly integrates with CRM tools to enhance workflows.
Analytics and Reporting - Provides insights into customer behavior and operational efficiency.
Multi-Channel Support - Manages customer interactions across various channels.
Self-Service Portals - Empowers users to access information and solve issues independently.
Security and Flexibility - Offers strong security protocols and flexible configuration options.

What benefits and ROI should users look for in reviews?

Increased Productivity - Streamlines processes to boost team efficiency.
Enhanced Customer Experience - Multi-channel support and self-service options improve interactions.
Insightful Data Analysis - Superior reporting features offer valuable business insights.
Improved Workflow - Integrates seamlessly with existing tools to optimize operations.

Zendesk is extensively applied across sectors for customer support management and technical issue resolution. In HR or IT settings, it facilitates internal requests and knowledge base creation. Organizations leverage Zendesk's integration with collaboration tools like Slack and Jira, automating workflows and delivering detailed analytics, which are particularly useful for multinational operations handling queries in different languages and brands.

Zendesk

Sample Customers

Kings, Savanta, Nimble, 4over, Annexus Health, Atlanta Eats, Book Fuel

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

Find out what your peers are saying about Microsoft, Salesforce, Zoho and others in CRM. Updated: May 2026.

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