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Zendesk Guide vs Zoho Desk comparison

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3,193 views|2,727 comparisons
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581 views|457 comparisons
Featured Review
Find out what your peers are saying about Zendesk Guide vs. Zoho Desk and other solutions. Updated: January 2022.
564,599 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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.""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 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.""The product offers very good management. It has a great ability to assign tickets based on content.""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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"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it.""The ticketing feature is very easy to use, compared to other systems."

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Cons
"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.""The solution itself wasn't easy to set up.""It wasn't easy to set up so we're only using a third of all of the features,""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.""If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."

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"I would like to have integrated support, and integration between the ticketing tool and the project management tool.""Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."

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

  • "For what it does, it's quite cheap."
  • More Zoho Desk Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: 
    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… more »
    Top Answer: 
    We found the solution to be a bit expensive. We were using the level just below enterprise grade. There aren't really any extra costs beyond the standard licensing.
    Top Answer: 
    If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most… more »
    Top Answer: 
    The ticketing feature is very easy to use, compared to other systems.
    Top Answer: 
    For what it does, it's quite cheap. There is a subscription.
    Top Answer: 
    I would like to see to levels of support available. There should be a level of support for our customers and a separate one for our internal developers who are developing software. We need a ticketing… more »
    Ranking
    8th
    out of 55 in Help Desk Software
    Views
    3,193
    Comparisons
    2,727
    Reviews
    6
    Average Words per Review
    1,143
    Rating
    7.5
    20th
    out of 55 in Help Desk Software
    Views
    581
    Comparisons
    457
    Reviews
    2
    Average Words per Review
    348
    Rating
    8.5
    Comparisons
    Learn More
    Overview

    Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

    With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

    Offer
    Learn more about Zendesk Guide
    Learn more about Zoho Desk
    Sample Customers
    Shopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania
    Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket
    Top Industries
    REVIEWERS
    Computer Software Company25%
    Financial Services Firm13%
    Construction Company8%
    Non Profit8%
    VISITORS READING REVIEWS
    Computer Software Company29%
    Comms Service Provider21%
    Government7%
    Insurance Company4%
    VISITORS READING REVIEWS
    Computer Software Company28%
    Comms Service Provider25%
    Government6%
    Retailer5%
    Company Size
    REVIEWERS
    Small Business43%
    Midsize Enterprise36%
    Large Enterprise21%
    No Data Available
    Find out what your peers are saying about Zendesk Guide vs. Zoho Desk and other solutions. Updated: January 2022.
    564,599 professionals have used our research since 2012.

    Zendesk Guide is ranked 8th in Help Desk Software with 6 reviews while Zoho Desk is ranked 20th in Help Desk Software with 2 reviews. Zendesk Guide is rated 7.6, while Zoho Desk is rated 8.6. The top reviewer of Zendesk Guide writes "Good SLA options and reporting features but is not easy to set up". On the other hand, the top reviewer of Zoho Desk writes "Cloud-based, easy to use, and inexpensive". Zendesk Guide is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshdesk and Freshservice, whereas Zoho Desk is most compared with ManageEngine ServiceDesk Plus, ServiceNow, SCSM, Serviceaide Intelligent Service Management and JIRA Service Management. See our Zendesk Guide vs. Zoho Desk report.

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    We monitor all Help Desk Software 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.