Knowage vs Zendesk comparison

Why PeerSpot?

Knowage and Zendesk are both solutions in the Reporting category. Knowage is ranked #22, while Zendesk is ranked #7 with an average rating of 7.5. 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

3,821 Views
1,911 Comparison Views

85% willing to recommend

Zendesk

Read 70 Zendesk reviews

20,197 Views
1,616 Comparison Views

91% willing to recommend

Knowage

Zendesk

Comparison Buyer's Guide

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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: September 2026).

Buyer's Guide

Knowage vs. Zendesk

September 2026

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Helped 915,287 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

22nd

Average Rating

7.6

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

BI (Business Intelligence) Tools (32nd)

Zendesk

Ranking in Reporting

7th

Average Rating

8.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), CRM (5th), Help Desk Software (3rd), IT Service Management (ITSM) (3rd), Knowledge Management Software (3rd), AI Customer Support (9th), AI IT Support (4th)

Mindshare comparison

As of October 2026, in the Reporting category, the mindshare of Knowage is 2.0%, up from 1.1% compared to the previous year. The mindshare of Zendesk is 1.5%, up from 0.6% 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.

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Quotes from Members

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

Pros

"It improves sales and products, which motivates employees."

"It's very easy to get the historical reports you need based on the business requirements and this helps our executives for taking decisions."

"It's a great product. It has a lot more features than many other BI tools. You can get the most out of machine learning, the best connectivity to Python, and it cuts across enterprise sections."

"I am satisfied with the product in general given what the company invested in it, which was just our time."

"In terms of ROI, much better than any other solution when it offer full fledged features in open source, planned to have direct contact with SpagoBI for better support."

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

"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."

"Customer Service: Excellent."

More Knowage pros

"The benefits I have seen from using Zendesk include faster response times; as a CSM, faster response is the goal, which solves the customer's challenge in a timely manner, and Zendesk offers that capability, which is beneficial."

"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."

"We have improved the service to clients, creating great support and managing relationships."

"Our CS team has been able to quickly and effectively run through customer inquiries using the Zendesk platform."

"We rarely had issues with Zendesk."

"The stability has been very good."

"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."

"Zendesk has had a positive impact on my company by increasing efficiency and also increasing customer satisfaction."

More Zendesk pros

Cons

"As all software and especially the open-source ones have always something that can work better, in this case, SpagoBI is slightly difficult to implement."

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

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

"Tomcat configuration was tricky in earlier versions."

"The dashboard components could be better. They could do a lot more."

"Unfortunately, many interesting features do not work when you are using a custom database for storing the metadata."

"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."

"We had stability issues."

More Knowage cons

"I would like to see the ability to merge between companies/teams."

"They have something called Zendesk Explore, which isn't as good as what they had in place previously."

"My experience with Zendesk's customer support has not been positive. When I open a ticket for a bug, it often does not expedite the resolution process."

"The licensing model needs to be more customer-friendly."

"I would like to see improvement in the "trigger" sections and "macros" as well."

"I do not have any specific examples for ROI because I was not paying for this application."

"I would also mention that the Zendesk app on iOS is not very good."

"If you are only using it for the knowledge base, it may not be the best product."

More Zendesk cons

Pricing and Cost Advice

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

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

"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."

"The price is very competitive."

"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."

"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."

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

"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."

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Top Industries

By visitors reading reviews

Construction Company

21%

Outsourcing Company

12%

Comms Service Provider

Manufacturing Company

Outsourcing Company

11%

Construction Company

10%

Financial Services Firm

Comms Service Provider

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?

My experience with pricing, setup cost, and licensing for Zendesk shows that pricing is really affordable compared to other customer management software. The setup is pretty simple as well, but if ...

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What needs improvement with Zendesk Support?

Regarding my main use case for Zendesk, it is really easy to use, but one of the cons I have with it is that it takes some time to load information. Most of the time, if a particular candidate has ...

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What is your primary use case for Zendesk Support?

On a day-to-day basis, I use Zendesk to track, manage, and work on my cases. I also use it to upload information securely, and this is not only limited to documents but also to images and reports. ...

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Product Reports

Buyer's Guide

Knowage

September 2026

Download Knowage product report

Buyer's Guide

Zendesk

September 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

September 2026

Free Report: Knowage vs. Zendesk

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

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