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Vtiger CRM vs Zendesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 19, 2024

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
41st
Ranking in Sales Force Automation
14th
Average Rating
7.6
Reviews Sentiment
6.4
Number of Reviews
3
Ranking in other categories
No ranking in other categories
Zendesk
Ranking in CRM
24th
Ranking in Sales Force Automation
11th
Average Rating
8.2
Reviews Sentiment
6.7
Number of Reviews
61
Ranking in other categories
CRM Customer Engagement Centers (7th), Help Desk Software (11th), IT Service Management (ITSM) (11th), Reporting (19th), Knowledge Management Software (4th), Community Platforms (3rd)
 

Mindshare comparison

As of August 2025, in the CRM category, the mindshare of Vtiger CRM is 0.8%, up from 0.4% compared to the previous year. The mindshare of Zendesk is 1.5%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Featured Reviews

Valdi Venter - PeerSpot reviewer
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.
JohanSkibdahl - PeerSpot reviewer
Automating customer support with advanced AI capabilities and seamless communication
Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo, enhancing our workflows.

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."
"The most valuable feature of Vtiger CRM is automation."
"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."
"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."
"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."
"It's very convenient to use."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"The initial setup is simple and straightforward."
"The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
 

Cons

"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."
"The mobile design could improve in Vtiger CRM. It could be more user-friendly."
"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 could be improvements in integration, which can be achieved with APIs or tools like Zapier."
"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."
"The price of the solution should be reduced."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"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 could integrate better with QR codes from some websites such as Facebook."
"The support team is time-consuming, and they don't find the answer to our problem."
 

Pricing and Cost Advice

"We are using the free open-source version of Vtiger CRM."
"The price doesn't change when you add users. It's a flat fee, and that's attractive."
"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."
"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."
"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."
"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."
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Top Industries

By visitors reading reviews
No data available
Computer Software Company
21%
Manufacturing Company
7%
Educational Organization
7%
Performing Arts
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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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?
Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.
What needs improvement with Zendesk Support?
There could be improvements in integration, which can be achieved with APIs or tools like Zapier ( /products/zapier-reviews ). However, easier integration could enhance the usability. Multilingual ...
 

Comparisons

 

Also Known As

Vtiger Sales CRM
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: August 2025.
865,140 professionals have used our research since 2012.