No more typing reviews! Try our Samantha, our new voice AI agent.

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
29th
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 (13th)
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 (3rd), IT Service Management (ITSM) (5th), Reporting (10th), Knowledge Management Software (3rd), AI Customer Support (74th), AI IT Support (6th)
 

Mindshare comparison

As of April 2026, in the CRM category, the mindshare of Vtiger CRM is 1.3%, up from 0.8% compared to the previous year. The mindshare of Zendesk is 1.3%, down from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Mindshare Distribution
ProductMindshare (%)
Zendesk1.3%
Vtiger CRM1.3%
Other97.4%
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

"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."
"The most valuable feature of Vtiger CRM is automation."
"The fact that we can build our own modules on the solution is really quite attractive, and it's not overly complex."
"This feature allowed our team organize and assign certain members to a particular group."
"We rarely had issues with Zendesk."
"The JIRA integration has helped tremendously with bug tracking and timely resolution."
"It's an amazing product, it really helps out in organizing all our tasks."
"This is one of the better solutions on the market for SMBs."
"Zendesk saves us over $50,000 per year and can be maintained in-house by our staff."
"As I am a big fan of assigning tasks to people who are most skilled at doing them in a timely fashion, I found the auto-tagging function to be most valuable."
"The initial setup was incredibly simple: choose your integration method, set up your fields and workflow, and it’s running."
 

Cons

"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."
"The mobile design could improve in Vtiger CRM. It could be more user-friendly."
"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."
"Many channel inquiries are not possible to collect into a single interface."
"It needs to improve in terms of its flexibility, price, and installation."
"An area of opportunity for Zendesk is probably just when there's a long email chain and everything gets forwarded to support, I know it can be time consuming for them to extract the important information from the email chain."
"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."
"Recently they have been under some stability issues, but they do have @ZendeskOps to keep us posted on Twitter when they have issues."
"I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI."
"My experience with Zendesk's customer support has not been positive. When I open a ticket for a bug, it often does not expedite the resolution process."
"Report Generator needs to be improved."
 

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."
"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."
"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."
"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."
"The price is very competitive."
report
Use our free recommendation engine to learn which CRM solutions are best for your needs.
889,955 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Retailer
20%
Construction Company
16%
Manufacturing Company
8%
Comms Service Provider
7%
Financial Services Firm
8%
Construction Company
8%
Manufacturing Company
8%
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

Ask a question
Earn 20 points
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...
What is your primary use case for Zendesk Support?
I have been using Zendesk for approximately five years now. I use Zendesk for keeping track of emails and customer tickets. Whenever a customer has issues or questions about our product, they email...
 

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: April 2026.
889,955 professionals have used our research since 2012.