Leena AI vs Zendesk comparison

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Leena AI

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Executive Summary

We performed a comparison between Leena AI and Zendesk based on real PeerSpot user reviews.

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Leena AI vs. Zendesk Report (Updated: January 2026).

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Leena AI vs. Zendesk

January 2026

Helped 881,082 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

Leena AI

Ranking in Help Desk Software

19th

Ranking in AI IT Support

25th

Average Rating

8.0

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

AI-Agents for HR (4th), AI Procurement & Supply Chain (2nd)

Zendesk

Ranking in Help Desk Software

4th

Ranking in AI IT Support

7th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), CRM (8th), IT Service Management (ITSM) (6th), Sales Force Automation (4th), Reporting (10th), Knowledge Management Software (3rd), Community Platforms (1st), AI Customer Support (7th)

Mindshare comparison

As of January 2026, in the Help Desk Software category, the mindshare of Leena AI is 0.3%. The mindshare of Zendesk is 5.1%, up from 4.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Zendesk	5.1%
Leena AI	0.3%
Other	94.6%

Help Desk Software

Featured Reviews

Abhijit Prasad

Human Resource Manager at a manufacturing company with 5,001-10,000 employees

Chatbot has organized HR queries and has improved employee experience and self-service

The best feature that Leena AI offers is that it improves daily. Everything is improving with Leena AI, especially with enhancements in integrations, analytics, and the addition of AI in chatbots that help personalize content and provide relevant answers to end users based on past experiences from other companies. I worked in Human Resources and managed only the human resources section of Leena AI. Currently, Leena AI has also onboarded smart integration with WhatsApp, Teams, and Outlook, which is a valuable feature to have. Leena AI has positively impacted my organization since I implemented it in 2022 during COVID, as it organized messages from management and recruiters for 25,000 employees, helping to check their wellbeing while circulating important messages. After implementing Leena HR chatbot recently, workflows were streamlined. Queries that previously took five, six, or ten days to resolve are now managed under SLA, significantly improving employee experience. The improvements include an increase in resolution times. Since Leena AI is a growing chatbot, information that was previously scattered is now centralized, improving employee experience from 70% to 90% according to our survey.

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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

"After implementing Leena HR chatbot recently, workflows were streamlined, queries that previously took five, six, or ten days to resolve are now managed under SLA, significantly improving employee experience."

"Leena AI has positively impacted my organization by improving the efficiency of employees who were earlier not aware where to go to submit their HR-related queries."

"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."

"It is a scalable solution."

"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."

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

"Its agility and simplicity are the most valuable features. This tool is very user-friendly."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

"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."

"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."

More Zendesk pros

Cons

"Customer support for Leena AI is very good, but it takes a lot of turnaround time to come back and resolve the questions, queries, or issues."

"The price of the solution should be reduced."

"Report generation is still slightly tricky and not very customizable as per my inquiries."

"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."

"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."

"Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple."

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

"It needs to improve in terms of its flexibility, price, and installation."

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

More Zendesk cons

Pricing and Cost Advice

Information not available

"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."

"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."

"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."

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

"The price is very competitive."

"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."

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Top Industries

By visitors reading reviews

No data available

Manufacturing Company

Performing Arts

Computer Software Company

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	36
Midsize Enterprise	21
Large Enterprise	11

Questions from the Community

What is your experience regarding pricing and costs for Leena AI?

My experience with pricing, setup cost, and licensing has been positive. They are flexible with licensing, and the cost is manageable in India.

What needs improvement with Leena AI?

The reduction in the time of resolving client concerns is an area for improvement. If I have some issue that needs to be fixed immediately, the product team and support team of Leena AI can work to...

What is your primary use case for Leena AI?

My team uses Leena AI for query resolution through their helpdesk platform. We also use the chatbot and onboarding module as well as the offboarding module of Leena AI. I work in a team where we mo...

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?

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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Product Reports

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Help Desk Software

December 2025

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January 2026

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

A Gen AI autonomous agent for employees that reduces IT, HR, Finance tickets. We guarantee 70% self-service ratio in the contract.
A Gen AI agent for enterprises that can perform complex tasks across applications with a single prompt. Say goodbye to scattered processes and ineffective co-pilots. Leena AI centralizes knowledge access by integrating with popular knowledge bases, ensuring employees receive personalized, accurate, and up-to-date information with concise responses. It also identifies knowledge gaps and proactively creates helpful content to prevent recurring issues.

Leena AI

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Sample Customers

Information Not Available

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