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Vtiger CRM vs Zendesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Mar 15, 2026

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

Vtiger CRM
Ranking in CRM
31st
Ranking in Help Desk Software
45th
Average Rating
7.6
Reviews Sentiment
6.4
Number of Reviews
3
Ranking in other categories
Sales Force Automation (14th)
Zendesk
Ranking in CRM
9th
Ranking in Help Desk Software
4th
Average Rating
8.0
Reviews Sentiment
6.6
Number of Reviews
68
Ranking in other categories
CRM Customer Engagement Centers (4th), IT Service Management (ITSM) (5th), Reporting (10th), Knowledge Management Software (3rd), AI Customer Support (20th), AI IT Support (5th)
 

Mindshare comparison

As of March 2026, in the CRM category, the mindshare of Vtiger CRM is 1.3%, up from 0.7% compared to the previous year. The mindshare of Zendesk is 1.4%, down from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Mindshare Distribution
ProductMindshare (%)
Zendesk1.4%
Vtiger CRM1.3%
Other97.3%
CRM
 

Featured Reviews

Valdi Venter - PeerSpot reviewer
Owner | Director of Operations at Expert Technology Solutions
A modular, easy-to-use solution that needs to improve support and include automation
There are one or two annoying things. For example, if you make a drop-down list of something, it doesn't automatically alphabetize the drop-down list. You have to manually go and drag items up and down and alphabetize them yourself. That's annoying. If you have five items in the drop-down list or if you have a hundred, it's just pathetic. It makes no sense that you have to do that because I've never seen it not work before in any other system that I've ever worked with. If you make a list of things, most solutions automatically put it in an alphabetized order. Or it'll put it in date order, but there is some order. It doesn't just go randomly in the order you create them. For example, I might load about 20 neighborhoods into a drop-down list, starting at "a" and ending at "z." But I might miss one of the "b's" and two of the "c's," so I add them, but they are added after the "z." Then I have to go to the bottom of the list, click on the one that starts with "b," and drag it all the way up to the "b's." That's just a pain in the butt.
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 fact that we can build our own modules on the solution is really quite attractive, and it's not overly complex."
"Very flexible and customizable; we appreciate being able to host it locally with direct access to the backend."
"The most valuable feature of Vtiger CRM is automation."
"It helps us save costs, time, and energy, and it improves the relationship with my customers."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It is a scalable solution."
"Even though I haven't tried other solutions, I think this product is very useful and easy to use."
"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."
"I'd say that the integration options that Zendesk offers are the most valuable features to our team."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"Zendesk Support has a lot of good APIs."
 

Cons

"The mobile design could improve in Vtiger CRM. It could be more user-friendly."
"The charts and graphs available out of the box are pretty outdated, and you're a little limited in how you can present information on the dashboard without adding modules."
"If you make a drop-down list of something, it doesn't automatically alphabetize the drop-down list. You have to manually go and drag items up and down and alphabetize them yourself."
"As Zendesk is an international business and has customers world-wide, it would be nice if it would provide 24/7 support."
"Recently they have been under some stability issues, but they do have @ZendeskOps to keep us posted on Twitter when they have issues."
"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."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"There are various aspects of this product that need improvement such as its flexibility, price, and installation."
"When we used this solution for sales it turned out to be very poor."
"It needs to improve in terms of its flexibility, price, and installation."
"You couldn't give administrative access to new hires."
 

Pricing and Cost Advice

"The price doesn't change when you add users. It's a flat fee, and that's attractive."
"We are using the free open-source version of Vtiger CRM."
"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."
"The price is very competitive."
"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."
"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."
"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
Retailer
24%
Manufacturing Company
8%
Computer Software Company
8%
Comms Service Provider
5%
Manufacturing Company
9%
Performing Arts
8%
Outsourcing Company
7%
Computer Software 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

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?
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...
 

Comparisons

 

Also Known As

Vtiger Sales CRM, Vtiger All-In-One CRM, Vtiger Help Desk
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

 

Sample Customers

Contus, eLobe, Breezway, Milky Way Ventures, GB Advisors
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about Vtiger CRM vs. Zendesk and other solutions. Updated: March 2026.
884,933 professionals have used our research since 2012.