We performed a comparison between Zendesk and Zoho Desk based on real PeerSpot user reviews.
Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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 stability has been very good."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It is a scalable solution."
"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 use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"The initial setup is simple and straightforward."
"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."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"The ticketing feature is very easy to use, compared to other systems."
"The solution doesn't have any bugs."
"The product has a lot of features."
"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."
"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 tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."
"The product is quite stable."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"The support team is time-consuming, and they don't find the answer to our problem."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"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."
"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."
"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."
"It needs to improve in terms of its flexibility, price, and installation."
"You couldn't give administrative access to new hires."
"Zoho Desk needs to be enhanced to support IT service management policies."
"The solution should provide an option to autofill some values while creating tickets."
"The solution needs to have more customization on alerts and notifications."
"There is room for improvement with the pricing."
"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"Zoho Desk lacks lookup fields for the layouts."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
Zendesk is ranked 4th in CRM Customer Engagement Centers with 57 reviews while Zoho Desk is ranked 7th in CRM Customer Engagement Centers with 19 reviews. Zendesk is rated 8.2, while Zoho Desk is rated 8.4. The top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". On the other hand, the top reviewer of Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and BoldDesk. See our Zendesk vs. Zoho Desk report.
See our list of best CRM Customer Engagement Centers vendors and best Help Desk Software vendors.
We monitor all CRM Customer Engagement Centers 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.
