Try our new research platform with insights from 80,000+ expert users

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
35th
Ranking in Sales Force Automation
12th
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
21st
Ranking in Sales Force Automation
9th
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
60
Ranking in other categories
CRM Customer Engagement Centers (7th), Help Desk Software (9th), IT Service Management (ITSM) (9th), Reporting (16th), Knowledge Management Software (4th), Community Platforms (3rd)
 

Mindshare comparison

As of July 2025, in the CRM category, the mindshare of Vtiger CRM is 0.8%, up from 0.5% 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 ( /products/klaviyo-reviews ), 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 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."
"The stability has been very good."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It's a very stable tool, very powerful."
"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."
"It's very convenient to use."
"We rarely had issues with Zendesk."
"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."
 

Cons

"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."
"It needs to improve in terms of its flexibility, price, and installation."
"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."
"The solution itself wasn't easy to set up."
"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."
"The solution could integrate better with QR codes from some websites such as Facebook."
"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."
"Report generation is still slightly tricky and not very customizable as per my inquiries."
"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."
 

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."
"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."
"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."
report
Use our free recommendation engine to learn which CRM solutions are best for your needs.
861,170 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
25%
Real Estate/Law Firm
11%
Computer Software Company
10%
Financial Services Firm
8%
Computer Software Company
23%
Financial Services Firm
8%
Educational Organization
8%
Manufacturing Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about Vtiger CRM?
The fact that we can build our own modules on the solution is really quite attractive, and it's not overly complex.
What is your experience regarding pricing and costs for Vtiger CRM?
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,...
What needs improvement with Vtiger CRM?
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 ...
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: July 2025.
861,170 professionals have used our research since 2012.