Pipedrive vs Zendesk comparison

Pipedrive and Zendesk are both solutions in the CRM category. Pipedrive is ranked #19 with an average rating of 9.0, while Zendesk is ranked #6 with an average rating of 7.4. Pipedrive holds a 1.2% mindshare in CRM, compared to Zendesk’s 1.4% mindshare. Additionally, 78% of Pipedrive users are willing to recommend the solution, compared to 91% of Zendesk users who would recommend it.

Pipedrive

Read 13 Pipedrive reviews

4,818 Views
3,854 Comparison Views

78% willing to recommend

Zendesk

Read 69 Zendesk reviews

15,949 Views
4,785 Comparison Views

91% willing to recommend

Pipedrive

Zendesk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

Pipedrive and Zendesk are both prominent tools in the CRM and customer support sectors, respectively. Pipedrive seems to have the upper hand in ease of use and cost-effectiveness, while Zendesk offers superior integration capabilities and customer support features.

Features: Pipedrive is notable for its customizable CRM elements, ease of use, and comprehensive reporting capabilities. The Kanban-style view aids in managing sales processes by allowing users to effectively track deals and activities. Automation tools streamline email and communication management, enhancing productivity. Alternatively, Zendesk provides robust ticket management, extensive integration options, and a reliable self-service portal. It also features powerful reporting tools and SaaS product integrations, catering effectively to customer support management.

Room for Improvement: Pipedrive needs to improve its integration capabilities, documentation, and offer more automation choices. Users would also like to see advancements in reporting and pricing structures. Zendesk could benefit from enhanced customization, better ticket merging, and improved reporting tools. Flexibility in pricing and ease of setup are areas where users see room for development.

Ease of Deployment and Customer Service: Pipedrive is mainly deployed on the public cloud and is recognized for its responsive customer service and technical support. Zendesk offers more varied deployment options, including private and hybrid clouds. Although its customer support is generally rated highly, its responsiveness can vary according to demand.

Pricing and ROI: Pipedrive is viewed as cost-effective, especially for small to medium-sized businesses, and provides substantial ROI despite potential challenges in transition. Conversely, Zendesk is considered more expensive, particularly at the enterprise level, with additional costs for extra features and support. Despite this, its comprehensive customer service capabilities justify the cost for many users, leading to improved efficiency and increased customer satisfaction.

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

Buyer's Guide

Pipedrive vs. Zendesk

August 2026

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Helped 908,877 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

Pipedrive

Ranking in CRM

19th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Local Government CRM (5th), Opportunity Management (7th), Sales Force Automation (9th)

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 (7th), Knowledge Management Software (3rd), AI Customer Support (9th), AI IT Support (4th)

Mindshare comparison

As of August 2026, in the CRM category, the mindshare of Pipedrive is 1.2%, down from 1.3% compared to the previous year. The mindshare of Zendesk is 1.4%, down from 1.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Mindshare Distribution
Product	Mindshare (%)
Zendesk	1.4%
Pipedrive	1.2%
Other	97.4%

CRM

Featured Reviews

Willem Lambrechts

Managing Director at Drebbel

Offers the ability to create multiple pipelines and the flexibility in filtering and reporting

We do a lot of analytics and reporting ourselves. We don't necessarily use all the features that Pipedrive provides, but it's very helpful at least. It has streamlined our deal-closing process. We use it for everything. When we create a lead, we put it into Pipedrive. That lead can be converted into an opportunity, which we manage through our whole pipeline. This includes having all data related to the opportunity in one place. Once the deal is closed, we use Pipedrive to follow up on the invoices until they are paid. We also manage sales commissions and payments to our salespeople through Pipedrive.

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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

"It's very flexible and we can really fit it into our business model."

"The most useful stuff for me is that it's very flexible with all the data structures...Stability-wise, I rate the solution a ten out of ten."

"Anyone thinking about using this solution should definitely look at it and seriously consider it because it's a very good product."

"The usability of the solution is its valuable feature."

"Pipedrive makes it easy to understand who I'm talking to at a glance. It has all the activities, node features, opportunity interface, deal interface, and time drive deals.The sales process is extremely simple, which saves me time and energy. I can send the document for e-signature and make the most out of my deals. I can automatically send emails and phone calls. You need to do only a little API programming. It offers massive flexibility. You can run an entire enterprise on the platform. The ease of use facilitates huge adoption."

"Pipedrive offers a lot of value for the money because it includes e-signature, document generation, CRM, and workflow automation in one not-expensive solution."

"The solution is pretty easy to use and intuitive."

"The biggest and the best feature is the view that you get when you log in. You have a board like Kanban when you log in, and you've got a column on the left and several other columns that move to the right, depending on where you are in a particular deal. If it's a prospect or someone who is just looking, you move it along the process, and it really helps you keep track of where you are."

More Pipedrive pros

"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."

"It's an amazing product, it really helps out in organizing all our tasks."

"Triggers and Automations greatly help with our workflow."

"It's a very stable tool, very powerful."

"The ability to easily create macros, quickly see past correspondence from a recent sender, and view analytics are incredibly helpful features that are invaluable business tools."

"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."

"This is one of the better solutions on the market for SMBs."

"If their price is acceptable, I would recommend using Zendesk to all companies whose clients and employees need a simple way of raising issues."

More Zendesk pros

Cons

"The tool's APIs are challenging. It should also be compliant with HIPAA, FINRA and GLBA. The data centers should be within US so that they are compliant with regulations."

"The integration possibilities with other systems could be better as well. We use it in connection with Octopus CRM, and there's room for improvement."

"The form builder works even though it has some shortcomings...Also, the forms don't have the ability to avoid or stop people from signing up if they don't have a corporate email."

"Reporting capabilities of the solution could be improved."

"The automation process is challenging."

"The platform could be even more robust."

"Pipedrive could be more efficient. I want the management to be more transparent so it's easier to monitor the sales team's activities and results and do business forecasting. It would help them to improve the quality of the sales cycle."

"Pipedrive has some weaknesses against Salesforce."

More Pipedrive cons

"It could use better analytics for trend tracking as well as the ability to tie the customer support and sales items together."

"We work in print so being able to preview files attached and having larger files (larger than 7MB would be great) would be a welcomed improvement."

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."

"It's expensive."

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

"The support team is time-consuming, and they don't find the answer to our problem."

"The look and feel could use a little more polish."

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

More Zendesk cons

Pricing and Cost Advice

"Pipedrive keeps increasing the prices, which is becoming a bit annoying. It was reasonable when we started, but now they're increasing all the time."

"We pay $1000 a month for the tool."

"On a scale of one to ten, where one is a low price, and ten is a high price, two or three. For us, everything is expensive because this is a startup, but for a normal company, it should be peanuts."

"Pipedrive is the most cost-effective in terms of the balance between cost and features. I would take Pipedrive over HubSpot or Zoho CRM. It's well-positioned on the market."

"As of now, the pricing and value are quite good."

"The price of Pipedrive has been reasonable."

"The solution's pricing is excellant. It costs 65 dollars a month for top tier plan."

"The solution is affordable."

More Pipedrive pricing and cost advice

"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."

"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."

"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

14%

Outsourcing Company

13%

Comms Service Provider

Computer Software Company

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	9
Midsize Enterprise	1
Large Enterprise	3

By reviewers
Company Size	Count
Small Business	37
Midsize Enterprise	21
Large Enterprise	12

Questions from the Community

What is your experience regarding pricing and costs for Pipedrive?

The pricing is satisfactory.

See all answers

What needs improvement with Pipedrive?

New features sometimes seem bolted on rather than being smooth.

See all answers

What advice do you have for others considering Pipedrive?

I'd recommend Pipedrive since it's easy to use and handles simple processes effectively. I'd rate the solution nine out of ten.

See all answers

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...

See all answers

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...

See all answers

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...

See all answers

Comparisons

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Compared 9% of the time

Freshsales vs Pipedrive

Compared 9% of the time

noCRM.io vs Pipedrive

Compared 8% of the time

Jobber vs Pipedrive

Compared 6% of the time

Copper vs Pipedrive

Compared 2% of the time

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ServiceNow vs Zendesk

Compared 8% of the time

Freshservice vs Zendesk

Compared 5% of the time

JIRA Service Management vs Zendesk

Compared 4% of the time

Freshdesk vs Zendesk

Compared 3% of the time

BMC Helix ITSM vs Zendesk

Compared 2% of the time

More Zendesk Competitors

Product Reports

Buyer's Guide

Pipedrive

July 2026

Download Pipedrive product report

Buyer's Guide

Zendesk

July 2026

Download Zendesk product report

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Pipedrive offers an intuitive interface for tracking deals with customizable features and extensive reporting to enhance sales management.

Pipedrive is a CRM tool designed to streamline sales processes. Known for its Kanban-style interface, it allows for easy tracking of deals and activities. Users find value in its customizable features, extensive reporting, and ability to manage communication. With flexible data structures, filters, and automation, Pipedrive improves sales management and communication integration. Although users seek better pricing and enhanced features for basic versions, the platform effectively supports tasks like deal tracking, email integration, and client relationship management.

What are the key features of Pipedrive?

Kanban-style interface: Facilitates easy deal tracking.
Customizable features: Allows adaptable data structures and processes.
Extensive reporting: Provides insights into sales activities.
Workflow automation: Enhances efficiency by automating repetitive tasks.
Email integration: Streamlines communication within the platform.

What benefits should users look for in Pipedrive?

Improved sales tracking: Enhances visibility into sales activities and pipelines.
Increased efficiency: Saves time through automation of routine tasks.
Customizability: Supports diverse business needs with flexible setup.
Scalability: Adapts to growing business requirements.
Better communication: Facilitates seamless interaction between team members.

In real estate and other industries, Pipedrive assists in managing client relationships by tracking interactions from introduction to closing. It supports sales funnels, lead capturing, and campaign management, enabling companies to effectively streamline workflows and forecast outcomes.

Pipedrive

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

Samsung, Amazon, SkyScanner, TDW, Vimeo, ReMax, Festo

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

Buyer's Guide

Pipedrive vs. Zendesk

August 2026

Free Report: Pipedrive vs. Zendesk

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

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