Knowage vs Zendesk comparison

Knowage and Zendesk are both solutions in the Reporting category. Knowage is ranked #21, while Zendesk is ranked #7 with an average rating of 7.4. Knowage holds a 2.0% mindshare in RT, compared to Zendesk’s 1.5% mindshare. Additionally, 85% of Knowage users are willing to recommend the solution, compared to 91% of Zendesk users who would recommend it.

Knowage

Read 18 Knowage reviews

3,099 Views
1,519 Comparison Views

85% willing to recommend

Zendesk

Read 70 Zendesk reviews

15,949 Views
1,116 Comparison Views

91% willing to recommend

Knowage

Zendesk

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Executive SummaryUpdated on Mar 4, 2025

Knowage and Zendesk compete in the analytics and customer support software categories. Zendesk appears to have an advantage in terms of customer support features and deployment ease, whereas Knowage provides stronger analytics capabilities.

Features: Knowage offers advanced data analysis tools, comprehensive reporting options, and extensive data management capabilities. Zendesk provides efficient ticketing systems, seamless integrations with other applications, and a powerful self-service platform.

Room for Improvement: Knowage can enhance user interface intuitiveness, streamline its complex analytics setup, and improve customer support documentation. Zendesk would benefit from more flexible pricing models, enhanced analytics features, and improved multi-channel integration capabilities.

Ease of Deployment and Customer Service: Zendesk offers a simple deployment process with robust customer service support, enhancing onboarding. Knowage, though requiring more setup time, supports tailored data solutions contributing to deep data-driven insights post-deployment.

Pricing and ROI: Knowage is cost-effective with no licensing fees as it is open-source, providing long-term data insight value. Zendesk's higher cost is mitigated by strong ROI from enhanced customer service, driven by efficient support system capabilities.

To learn more, read our detailed Knowage vs. Zendesk Report (Updated: August 2026).

Buyer's Guide

Knowage vs. Zendesk

August 2026

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Helped 909,725 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

Knowage

Ranking in Reporting

21st

Average Rating

7.6

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

BI (Business Intelligence) Tools (34th)

Zendesk

Ranking in Reporting

7th

Average Rating

8.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (3rd), CRM (6th), Help Desk Software (3rd), IT Service Management (ITSM) (5th), Knowledge Management Software (3rd), AI Customer Support (9th), AI IT Support (4th)

Mindshare comparison

As of August 2026, in the Reporting category, the mindshare of Knowage is 2.0%, up from 0.9% compared to the previous year. The mindshare of Zendesk is 1.5%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Reporting Mindshare Distribution
Product	Mindshare (%)
Zendesk	1.5%
Knowage	2.0%
Other	96.5%

Reporting

Featured Reviews

Albert Masanja

Margin Assurance Analyst at a comms service provider with 1,001-5,000 employees

A stable open source suite for modern business analytics with a useful replication feature

It would be better if more resources were available to help us learn how to use it. I wanted to use Knowage for a more extended period, but learning materials around the product were not really available and were not really straightforward. I've also seen inconsistencies between versions. For example, under the tools, especially in the cockpit, the way you create reports is now different. You will also find some configurations within a particular state, like a line chart, which differs from version to version. I think consistency is an essential feature in a product, especially for business intelligence products.

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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

"Our customers really appreciate the self-service BI functionalities."

"Nice features available in SpagoBI compared with other open-source BI are Auditing, Collaborative BI, Query By Example, and User Profiling."

"The most valuable feature of SpagoBI is that it is open source and 100% free without limits."

"Unified interface, a lot of tools for BI, easy configuration, standalone SDK."

"Instead of just relying on emails to disperse our reports, having a central server to do this for us has helped our organization and has pushed us into a better place."

"SpagoBI makes delivering reports to our clients very easy."

"I can't name the features the way the Knowage community calls them because I still don't know the lingo. However, I can describe them. I like the ability to join more than one report, set all fields on one end, and replicate that on the other reports. I like that a lot. I think it's one of the features that got me using Knowage. They have tables, and I like that too. They took SQL scripts and many other scripts and enabled them to even correlate with Python. That's also one of the best things about Knowage. You could also decide to get information per user role, and this is also a feature that I like in Knowage."

"The concept of engines is quite powerful allowing the user to work with report authoring/provisioning tools of their choice."

More Knowage pros

"It helps us save costs, time, and energy, and it improves the relationship with my customers."

"Largely, we have been happy with its capabilities."

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

"Users can create their own tags, and they have their own views which are very nicely organized so they can see what is happening at any given time."

"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."

"Zendesk is a great product but find a software package that will work best for your team and company."

"The collaboration between agents is impressive, and I also use Zendesk Workspace, which provides a seamless experience when communicating through chat and email."

"The initial setup was incredibly simple: choose your integration method, set up your fields and workflow, and it’s running."

More Zendesk pros

Cons

"Tomcat configuration was tricky in earlier versions."

"Yes, using Mobile and Desktop Editions, we would sometimes need to restart the service."

"When it comes to Knowage, it's a bit heavy, it's time-consuming sometimes, it's not very fast, and definitely not as fast as other business intelligence tools in terms of getting graphical reports."

"The only challenge here is that it's a Java-based platform. It requires very high technical skills."

"It would be better if more resources were available to help us learn how to use it. I wanted to use Knowage for a more extended period, but learning materials around the product were not really available and were not really straightforward. I've also seen inconsistencies between versions. For example, under the tools, especially in the cockpit, the way you create reports is now different. You will also find some configurations within a particular state, like a line chart, which differs from version to version. I think consistency is an essential feature in a product, especially for business intelligence products."

"We expected the community to be bigger than what it currently is."

"Many things need to be improved, most of all robustness."

"There are additional features such as Data Integration, Data Visualization, MobileBI, Cloud BI, Data enrichment and massaging should be implemented in the next release."

More Knowage cons

"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."

"The price of the solution should be reduced."

"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."

"When we used this solution for sales it turned out to be very poor."

"The reports could be more fine tuned to enable better handling of tickets by individual agents and teams."

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

"There is an option, I would like to see, the ability to group my requests into different states."

More Zendesk cons

Pricing and Cost Advice

"It allows the implementation of an effective reporting system using internal skills at a limited upfront cost."

"Knowage is open-source, and an enterprise edition is also available."

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

"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."

"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."

"The price is very competitive."

"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

Construction Company

24%

Manufacturing Company

University

Retailer

Construction Company

11%

Outsourcing Company

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	7
Midsize Enterprise	6
Large Enterprise	6

By reviewers
Company Size	Count
Small Business	37
Midsize Enterprise	22
Large Enterprise	12

Questions from the Community

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

I actually have no idea about pricing, setup costs, and licensing. That was provided by our client, so they handled those kinds of things. We were only using the application, so I have no idea abou...

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What needs improvement with Zendesk Support?

The time saved or how quickly we resolve tickets now compared to before depends on the situation we are handling. If a customer is facing issues that need some testing in the backend, it takes time...

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What is your primary use case for Zendesk Support?

My main use case for Zendesk is for ticketing purposes. I was replying to customers over Zendesk, and I was also using Zendesk for live chat purposes. As a specific example, suppose a customer is f...

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Product Reports

Buyer's Guide

Knowage

August 2026

Download Knowage product report

Buyer's Guide

Zendesk

July 2026

Download Zendesk product report

Also Known As

SpagoBI

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Knowage is an open-source business intelligence suite offering features like engine concepts and report customization. It's favored for its integration capabilities and self-service BI functionality, allowing users to leverage cross-platform access and conduct comprehensive data analysis.

Knowage stands out in the BI landscape by providing tools that facilitate autonomous data exploration, with an emphasis on flexibility and extensive integration options. With capabilities for embedding reports and dynamic dashboards, it supports various analysis needs through integration with databases and tools like Jasper and BIRT. Despite its technical complexity and interface limitations, Knowage's features such as GIS integration and big data visualization enhance operational efficiency and profitability analysis.

What are the key features of Knowage?

Powerful engines: Facilitate complex data processing with high efficiency.
Report customization: Tailor reports to meet specific business requirements.
Cross-platform access: Enable data accessibility across different devices.
Open-source: Leverage the flexibility and cost-effectiveness of open-source solutions.
Embedding capabilities: Integrate seamlessly with tools like Jasper for enhanced functionality.
Python support: Use Python for advanced data correlation and analyses.
GIS integration: Incorporate geographical data for enriched insights.

What benefits should you consider in reviews?

Increased efficiency: Streamlined report deployment and big data visualization.
Comprehensive analysis: Tools for evaluating activities and profitability.
Data export options: Support for exporting data in preferred formats simplifies reporting tasks.
Operational cost savings: Eliminates the need for third-party BI solutions.

In the healthcare and financial sectors, Knowage is used for deriving insights from health data warehouses and performing financial analyses. Companies use it to create dashboards and reports from MySQL databases, embedding them for wider distribution, and enabling effective resource evaluation and decision-making.

Knowage

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

FIAT Group, Italian air navigation service provider, Ministry of Education and Science of the Russian Federation, Telecom Italia, ASL Genovese, San Giovanni Battista University Hospital

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

Buyer's Guide

Knowage vs. Zendesk

August 2026

Free Report: Knowage vs. Zendesk

Find out what your peers are saying about Knowage vs. Zendesk and other solutions. Updated: August 2026.

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