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UserVoice vs Zendesk comparison

The compared UserVoice and Zendesk solutions aren't in the same category. UserVoice is ranked #4 in CFM , and holds a 5.0% mindshare in the category. Zendesk is ranked #5 in ISM , with an average rating of 7.3, and holds a 4.8% mindshare. Additionally, 100% of UserVoice users are willing to recommend the solution, compared to 91% of Zendesk users who would recommend it.
UserVoice
Read 5 UserVoice reviews
  • 171 Views
  • 103 Comparison Views
100% willing to recommend
Zendesk
Read 68 Zendesk reviews
  • 6,933 Views
  • 2,496 Comparison Views
91% willing to recommend

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

UserVoice
Average Rating
8.6
Number of Reviews
5
Ranking in other categories
Customer Feedback Management (4th)
Zendesk
Average Rating
8.0
Reviews Sentiment
6.6
Number of Reviews
68
Ranking in other categories
CRM Customer Engagement Centers (4th), CRM (9th), Help Desk Software (4th), IT Service Management (ITSM) (5th), Reporting (10th), Knowledge Management Software (3rd), AI Customer Support (20th), AI IT Support (5th)
 

Mindshare comparison

While both are Customer Relationship Management solutions, they serve different purposes. UserVoice is designed for Customer Feedback Management and holds a mindshare of 5.0%, down 8.1% compared to last year.
Zendesk, on the other hand, focuses on IT Service Management (ITSM), holds 4.8% mindshare, up 3.9% since last year.
Customer Feedback Management Mindshare Distribution
ProductMindshare (%)
UserVoice5.0%
Qualtrics XM Platform13.5%
Sprinklr10.5%
Other71.0%
Customer Feedback Management
IT Service Management (ITSM) Mindshare Distribution
ProductMindshare (%)
Zendesk4.8%
ServiceNow15.8%
JIRA Service Management7.3%
Other72.1%
IT Service Management (ITSM)
 

Featured Reviews

it_user494850 - PeerSpot reviewer
it_user494850
Director of Client Support at a healthcare company with 51-200 employees
The knowledge base was instrumental in elevating our self-help tools for clients. We took all of our user guides to the cloud, as well as other client-facing documents.
I would like to see more flexibility in UserVoice when it comes to content sharing / privacy. We have clients with custom builds, and I would like to have an easy way to host all of their custom content in the same KB and maintain those articles that are only visible to those clients. When I was with ReadyPoint, we had public content (applicable to every client) and private content (applicable only to one client's customizations, etc.). We were told by UserVoice that there was not a way to control who could see what content on a KB at the article level, and so parts of the information available on the KB (for example, the article about logging in and password setup) was not applicable to a large section of our clients (who had a custom login screen), and therefore caused lots of confusion.
Read full review
AmandaSanchez - PeerSpot reviewer
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 has helped us to improve our response time to users, thus giving them a better experience from support."
"If your core team of support and content managers adopts this platform and works within its structure, they'll benefit from a clean, easy-to-handle interface that grows quickly and makes their lives much easier!"
"I can respond to customers extremely fast, which helps reinforce our company's image and culture as a friendly and responsive startup."
"The initial setup is simple and straightforward."
"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."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"Zendesk was chosen because it is the most user friendly."
"The initial setup was incredibly simple: choose your integration method, set up your fields and workflow, and it’s running."
"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."
"We used to spend two to three working days to solve around 100 tickets and after we used Zendesk the turnaround time has been improved approximately 50%."
"Largely, we have been happy with its capabilities."
More Zendesk pros
 

Cons

"We were told by UserVoice that there was not a way to control who could see what content on a KB at the article level, and so parts of the information available on the KB (for example, the article about logging in and password setup) was not applicable to a large section of our clients (who had a custom login screen), and therefore caused lots of confusion."
"The idea forum is lacking in features, it doesn’t allow you to attached files when commenting on an idea."
"Right now, I can only respond to customers. I really want the ability to compose and send a message to individual customers prior to them contacting us."
"I would like to see more freedom when creating "Triggers" and "Automations"."
"The price of the solution should be reduced."
"The support team is time-consuming, and they don't find the answer to our problem."
"When we used this solution for sales it turned out to be very poor."
"My one negative critique would be the user interface. It's pretty busy and isn't the most user friendly; at times it is hard to navigate through or understand where you're at."
"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 of its capabilities."
"I would like easy access for the mobile app as it can take quite a while to load the data."
"The solution itself wasn't easy to set up."
More Zendesk cons
 

Pricing and Cost Advice

Information not available
"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."
"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."
"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."
"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
No data available
Construction Company
8%
Manufacturing Company
8%
Performing Arts
7%
Outsourcing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business36
Midsize Enterprise21
Large Enterprise11
 

Questions from the Community

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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 ...
See all answers
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...
See all answers
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...
See all answers
 

Comparisons

No data available
ServiceNow vs Zendesk Logo
ServiceNow vs Zendesk
Compared 12% of the time
JIRA Service Management vs Zendesk Logo
JIRA Service Management vs Zendesk
Compared 6% of the time
Freshservice vs Zendesk Logo
Freshservice vs Zendesk
Compared 6% of the time
Freshdesk vs Zendesk Logo
Freshdesk vs Zendesk
Compared 3% of the time
BMC Helix ITSM vs Zendesk Logo
BMC Helix ITSM vs Zendesk
Compared 2% of the time
More Zendesk Competitors
 

Product Reports

Buyer's Guide
Sprinklr vs. UserVoice
March 2026
UserVoice reportDownload UserVoice product report
Buyer's Guide
Zendesk
March 2026
Zendesk reportDownload Zendesk product report
 

Also Known As

No data available
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

From scalable support with automated answers to common questions and support ticketing, to staying on top of churn (and drive word-of-mouth referrals) with satisfaction surveys, to in-depth product feedback we'll give you all the tools to fully engage and understand your users. Everything you need to build a healthy SaaS or mobile app business. It only takes a few minutes to embed a UserVoice widget, or mobile SDK, into your app giving you have a comprehensive solution for anything your users can throw at you.
UserVoice

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.

Zendesk
 

Sample Customers

PicCollage, FullContact, Bing Ads, zynga, Microsoft, Zillow, hootsuite, Sephora
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

We monitor all Customer Feedback Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.