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Vtiger CRM vs Zendesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 8, 2025

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
49th
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
8th
Ranking in Help Desk Software
4th
Ranking in Sales Force Automation
4th
Average Rating
8.2
Reviews Sentiment
6.6
Number of Reviews
66
Ranking in other categories
CRM Customer Engagement Centers (4th), IT Service Management (ITSM) (6th), Reporting (10th), Knowledge Management Software (3rd), Community Platforms (1st), AI Customer Support (7th), AI IT Support (5th)
 

Mindshare comparison

As of January 2026, in the CRM category, the mindshare of Vtiger CRM is 1.3%, up from 0.5% compared to the previous year. The mindshare of Zendesk is 1.2%, down from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Market Share Distribution
ProductMarket Share (%)
Zendesk1.2%
Vtiger CRM1.3%
Other97.5%
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."
"The most valuable feature of Vtiger CRM is automation."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The collaboration between agents is impressive, and I also use Zendesk Workspace, which provides a seamless experience when communicating through chat and email."
"We loved the notifications and the way to build custom views for a specific user's open tickets and to see how long they have been open, how long it was since the last request."
"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."
"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."
"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."
"The initial setup is simple and straightforward."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
 

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."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"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."
"The support team is time-consuming, and they don't find the answer to our problem."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"It wasn't easy to set up so we're only using a third of all of the features,"
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"It needs to improve in terms of its flexibility, price, and installation."
"Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple."
 

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."
"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."
"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."
"From what I hear, Zendesk's pricing is a little expensive."
"The price is very competitive."
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Top Industries

By visitors reading reviews
Retailer
22%
Computer Software Company
11%
Comms Service Provider
6%
Educational Organization
6%
Computer Software Company
9%
Performing Arts
8%
Manufacturing Company
8%
Financial Services Firm
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business36
Midsize Enterprise20
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?
As of right now, I have nothing that comes to mind as an improvement needed or a feature that could work differently or be enhanced. I think across the board, Zendesk is amazing, and because they a...
 

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: December 2025.
879,768 professionals have used our research since 2012.