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Knowage 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:
 

Categories and Ranking

Knowage
Ranking in Reporting
22nd
Average Rating
7.6
Reviews Sentiment
6.7
Number of Reviews
18
Ranking in other categories
BI (Business Intelligence) Tools (32nd)
Zendesk
Ranking in Reporting
12th
Average Rating
8.2
Reviews Sentiment
6.6
Number of Reviews
66
Ranking in other categories
CRM Customer Engagement Centers (5th), CRM (15th), Help Desk Software (8th), IT Service Management (ITSM) (6th), Sales Force Automation (5th), Knowledge Management Software (4th), Community Platforms (2nd), AI Customer Support (9th), AI IT Support (7th)
 

Mindshare comparison

As of December 2025, in the Reporting category, the mindshare of Knowage is 1.3%, up from 0.8% compared to the previous year. The mindshare of Zendesk is 0.9%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Reporting Market Share Distribution
ProductMarket Share (%)
Zendesk0.9%
Knowage1.3%
Other97.8%
Reporting
 

Featured Reviews

BS
Software Engineer at syntegra
Open-source with great embedding capabilities but the dashboards could be better
I know the initial setup is pretty straightforward. It doesn't take a long time to deploy. Even on your own personal computer, when you want to try it out, it doesn't take too long to get it running. For the initial setup, I'd say it's maybe a four out of five in terms of how easy it is. You need to add these Java dependencies and so forth, which can be a bit boring, however, it's almost perfect. To deploy Knowage usually takes about a day. In terms of the implementation strategy, it's just following the instructions that they give us on the installation and then just knowing how to handle the process. Usually, there is a group of engineers who do that for us and manage the server itself. If a team is knowledgeable, then it doesn't take a long time. When you need a new instance, it's very quick. The implementation strategy is based on just following instructions on the installation process from Knowage. For deployment and maintenance, we need just maybe two people simply to monitor the traffic coming in. However, it's maintained by people who were doing other jobs like maintaining our other server. They just monitor the Knowage server and make sure that it's up and running and that there are no bugs. There are not too many bugs coming out from the debugger.
AmandaSanchez - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"The concept of engines is quite powerful allowing the user to work with report authoring/provisioning tools of their choice."
"The embedding feature is great."
"We can easily do our own customizations."
"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."
"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"My advice to others looking into using Zendesk is that if you are looking for a tool that is cheaper than others but provides a good solution, I would let them know that Zendesk is the best option."
"The stability has been very good."
"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."
"The collaboration between agents is impressive, and I also use Zendesk Workspace, which provides a seamless experience when communicating through chat and email."
"My advice to others looking into using Zendesk is that if you need an alternative to GitHub Actions or GitHub issues, this is worth looking at."
"Zendesk has been invaluable in automating communications such as email and phone calls."
 

Cons

"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."
"Development of SpagoBI has now been moved to Knowage. Users interested in further developments of the platform will have to look there."
"The dashboard components could be better."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"The solution itself wasn't easy to set up."
"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."
"You couldn't give administrative access to new hires."
"Zendesk has not positively impacted my organization."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"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."
"The solution could integrate better with QR codes from some websites such as Facebook."
 

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

By visitors reading reviews
Hospitality Company
11%
Government
9%
University
9%
Insurance Company
9%
Computer Software Company
9%
Performing Arts
8%
Manufacturing Company
8%
Financial Services Firm
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business7
Midsize Enterprise6
Large Enterprise6
By reviewers
Company SizeCount
Small Business35
Midsize Enterprise20
Large Enterprise11
 

Questions from the Community

Ask a question
Earn 20 points
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?
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...
What needs improvement with Zendesk Support?
As of right now, I have nothing that comes to mind as an improvement needed or a feature that could work differently or be enhanced. I think across the board, Zendesk is amazing, and because they a...
 

Comparisons

 

Also Known As

SpagoBI
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

 

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
Find out what your peers are saying about Knowage vs. Zendesk and other solutions. Updated: December 2025.
879,310 professionals have used our research since 2012.