Vtiger CRM vs Zendesk comparison

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393 views|145 comparisons
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684 views|445 comparisons
Comparison Buyer's Guide
Executive Summary

We performed a comparison between Vtiger CRM and Zendesk based on real PeerSpot user reviews.

Find out in this report how the two CRM solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed Vtiger CRM vs. Zendesk Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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."

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"The product offers very good management. It has a great ability to assign tickets based on content.""It is very easy to connect back and forth between the requester and the person fulfilling the ticket.""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.""Its agility and simplicity are the most valuable features. This tool is very user-friendly.""It's very convenient to use.""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.""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."

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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."

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"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.""One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data.""The dashboard could be better.""It needs to improve in terms of its flexibility, price, and installation.""The price of the solution should be reduced.""Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple.""You couldn't give administrative access to new hires.""The support team is time-consuming, and they don't find the answer to our problem."

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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."
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  • "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."
  • "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."
  • More Zendesk Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The fact that we can build our own modules on the solution is really quite attractive, and it's not overly complex.
    Top Answer:The pricing, compared to other solutions, is very good. The price doesn't change when you add users. It's a flat fee, and that's attractive. Especially in South Africa, when you're working in Rand… more »
    Top Answer: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… more »
    Top Answer:It's a very stable tool, very powerful.
    Top Answer: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 pricing is expensive. Back then, we were paying $51 per… more »
    Top Answer:It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some… more »
    Ranking
    31st
    out of 167 in CRM
    Views
    393
    Comparisons
    145
    Reviews
    2
    Average Words per Review
    972
    Rating
    7.5
    16th
    out of 167 in CRM
    Views
    684
    Comparisons
    445
    Reviews
    5
    Average Words per Review
    560
    Rating
    8.2
    Comparisons
    Also Known As
    Vtiger Sales CRM
    Zendesk Support, Zendesk Guide, Zendesk Sell
    Learn More
    Overview
    vtiger CRM truly delivers tons of features at low cost. Vtiger manages everything from marketing campaigns, to sales force automation, to customer support.

    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.

    Sample Customers
    Contus, eLobe, Breezway, Milky Way Ventures, GB Advisors
    Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
    Top Industries
    VISITORS READING REVIEWS
    Educational Organization79%
    Real Estate/Law Firm5%
    Financial Services Firm2%
    Government2%
    REVIEWERS
    Computer Software Company24%
    Financial Services Firm14%
    Construction Company10%
    Non Profit7%
    VISITORS READING REVIEWS
    Computer Software Company21%
    Educational Organization10%
    Financial Services Firm6%
    University6%
    Company Size
    VISITORS READING REVIEWS
    Small Business6%
    Midsize Enterprise82%
    Large Enterprise13%
    REVIEWERS
    Small Business46%
    Midsize Enterprise35%
    Large Enterprise19%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise19%
    Large Enterprise56%
    Buyer's Guide
    Vtiger CRM vs. Zendesk
    March 2024
    Find out what your peers are saying about Vtiger CRM vs. Zendesk and other solutions. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    Vtiger CRM is ranked 31st in CRM with 3 reviews while Zendesk is ranked 16th in CRM with 57 reviews. Vtiger CRM is rated 7.6, while Zendesk is rated 8.2. The top reviewer of Vtiger CRM writes "A modular, easy-to-use solution that needs to improve support and include automation". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Vtiger CRM is most compared with Odoo, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Vtiger CRM vs. Zendesk report.

    See our list of best CRM vendors and best Sales Force Automation vendors.

    We monitor all CRM 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.