Zoho Desk vs Zendesk Support Suite

by Gralio Feb 09, 2025

Zoho Desk and Zendesk Support Suite are both robust customer service platforms. Zoho Desk offers a cost-effective, integrated solution ideal for businesses already using Zoho products. Zendesk Support Suite provides more advanced features and customization, making it suitable for businesses with complex needs and integrations.

At Gralio.ai we help to simplify your decision-making process by offering detailed, side-by-side software comparisons like this one, to help you confidently choose the tool that aligns with your business goals.

This comparison was created by analysing 9615 reviews and 60 websites, saving 2 days, 5 hours, 55 minutes of reading.

Zoho Desk

Website LinkedIn Twitter

Zendesk Support Suite

Website LinkedIn Twitter

About

Zoho Desk is a cloud-based customer service software designed to help businesses of all sizes manage customer interactions. It offers a suite of tools including phone, email, live chat, SMS text, and social media management, all within a single platform. Zoho Desk focuses on providing a comprehensive yet affordable solution, allowing businesses to streamline their customer service operations and improve customer satisfaction without breaking the bank.

Zendesk Support Suite is a customer service software solution designed to help businesses of all sizes provide excellent customer support. It offers a range of tools, including messaging, live chat, AI-powered automation, and a self-service help center. It aims to improve agent productivity, personalize customer interactions across various channels (like social media and email), and streamline workflows to increase efficiency. Zendesk emphasizes data-driven decision-making and boasts a user-friendly interface that integrates with numerous other business applications.

Summary

Main difference

Zoho Desk offers a more affordable and integrated suite of tools, especially beneficial for businesses already invested in the Zoho ecosystem. Zendesk Support Suite provides more advanced automation and broader third-party integrations, making it a better fit for businesses needing extensive customization and scalability.

Relative strengths of Zoho Desk (compared to Zendesk Support Suite)

Stronger value for money, particularly for small to medium-sized businesses.
Seamless integration with other Zoho products, creating a unified business ecosystem.
Comprehensive feature set covering essential customer service needs at a competitive price.

Relative weaknesses of Zoho Desk (compared to Zendesk Support Suite)

Limited customization compared to Zendesk, especially for complex workflows.
Less extensive third-party integrations outside the Zoho ecosystem.
Simpler automation capabilities, potentially requiring more manual intervention for certain tasks.

Who is using Zoho Desk and Zendesk Support Suite?

No data

Olesia Krilyshyn

Sales Acceleration Specialist at Reply.io

Who should use Zoho Desk VS. Zendesk Support Suite

Zoho Desk offers a comprehensive and affordable customer service solution. Users praise its ease of use, excellent customer support, and seamless integrations with other Zoho products. However, some users mention issues with contact duplication and limited customization. Best for small to medium businesses in various sectors like software or retail, seeking streamlined customer service.

Zendesk Support Suite is a powerful customer service solution designed to streamline workflows and personalize customer interactions. Users praise its seamless integrations and robust automation features, while some note frustrations with pricing and support responsiveness. Ideal for businesses prioritizing excellent customer service across various channels.

Best for small to medium businesses seeking affordable, comprehensive customer support.
Ideal for software, IT, telecommunications, and various other industries.

Best for small, medium, and large businesses seeking robust customer support solutions.
Ideal for industries like tech, retail, finance, healthcare, and education that prioritize omnichannel customer service.

Zoho Desk and Zendesk Support Suite features

Supported

Partially supported

Not supported

Type in the name of the feature or in your own words tell us what you need

Omnichannel communication

Supported

Zoho Desk provides unified multichannel customer support including email, chat, and social media.

Supported

Zendesk Support Suite provides unified multichannel customer support.
Real-time dashboards

Supported

Zoho Desk has built-in real-time dashboards for monitoring key customer service metrics. The dashboards provide a real-time snapshot of KPIs such as current ticket volume, agent response times, and resolution times. It also offers features like "Radar" for mobile monitoring of vital customer service stats in real-time.

Supported

Zendesk Support Suite supports real-time dashboards for monitoring key performance indicators such as current ticket volume, agent availability, and chat activity, both natively and through integrations.
Internal chat

Supported

Zoho Desk enables internal chat through features like instant messaging, internal help desk, and private comments for collaboration.

Not supported

Zendesk Support Suite does not support internal chat between users within the software.
Zoho CRM integration

Supported

Zoho Desk integrates seamlessly with Zoho CRM, facilitating bi-directional synchronization of customer data and interactions.

Supported

Zendesk Support Suite supports Zoho CRM integration to sync customer data and interactions, both through direct integration and third-party services.
Helpdesk integration

Partially supported

Zoho Desk integrates with other helpdesk systems via its API.

Supported

Zendesk Support Suite supports the ability to integrate with helpdesk systems through its integration capabilities and the Zendesk Marketplace.
Slack integration

Supported

Zoho Desk integrates with Slack for notifications and communication using Zoho Flow or Zapier.

Supported

Zendesk Support Suite supports the integration with Slack, enabling the connection of the ticketing system with Slack for better communication and notifications.

Qualities

Value and Pricing Transparency

+0.05

Neutral sentiment

-0.71

Strongly negative sentiment
Customer Service

+0.63

Rather positive sentiment

+0.49

Rather positive sentiment
Ease of Use

+0.82

Strongly positive sentiment

+0.8

Strongly positive sentiment
Reliability and Performance

+0.54

Rather positive sentiment

+0.28

Neutral sentiment
Ease of Implementation

+0.29

Neutral sentiment

+0.24

Neutral sentiment
Scalability

+0.51

Rather positive sentiment

+0.03

Neutral sentiment

Zoho Desk and Zendesk Support Suite Pricing

No data

User sentiment

Neutral

+0.05

We couldn't find a pricing page for Zoho Desk.

Zendesk offers a suite of customer support plans billed per agent, monthly or annually, with a 20% discount for annual billing. They offer a free trial for their Suite Professional plan. Additional add-ons are available to enhance functionality.

Plans

User sentiment

Strongly negative

-0.71

See full Pricing page

Zoho Desk and Zendesk Support Suite review insights

9615 reviews analysed from and

Users love

Ease of use
Excellent customer support
The "Knowledge Center" is a great feature and allows clients to answer their own questions
Seamless integrations with other Zoho products, like Zoho CRM and Zoho Forms

Seamless integration with a range of other products and platforms.
Strong automation features and configurable workflows.
The platform helps to expedite customer support procedures.
Provides strong automation features and configurable workflows.

Users dislike

Contact & Company name duplication while creating tickets by different agents
Limited customization in certain sections for automatic messages
Trial period should be 30 days and inactive days should not count towards the trial
Custom domain is just a redirect, users should stay on our own domain

Payment methods and structure are convoluted and inflexible.
Account managers are solely focused on making money rather than helping customers.
Unresponsive and evasive support team, often citing vacations as a reason for delays.
Inability to downgrade user numbers in a timely manner, leading to unnecessary charges.

Zoho Desk and Zendesk Support Suite Ratings

G2

4.4/5

(2519)
Capterra

4.5/5

(2059)

G2

4.3/5

(2589)
Capterra

4.4/5

(2473)
Glassdoor

3.6/5

(1913)

Company health

Employee growth

22% increase in the last year

10% increase in the last year

Web traffic

3% decrease in the last quarter

11% increase in the last quarter

Financing

No data

July 2022 - $86M

How do Zoho Desk and Zendesk compare in automating customer support workflows?

Both Zoho Desk and Zendesk offer robust automation features to streamline customer support workflows. Zoho Desk leverages its Deluge scripting language for custom automation, while its tight integration with other Zoho apps allows for automated data synchronization and workflows across the platform. Zendesk offers AI-powered automation and configurable workflows, including macros and triggers, to automate tasks like ticket routing and responses. Zendesk's broader marketplace of integrations may provide more extensive automation possibilities with third-party tools.

Which product best integrates with existing communication tools like Slack and email?

Zendesk Support Suite offers better integration with existing communication tools. Its features specifically highlight Slack integration and more robust third-party application integration compared to Zoho Desk, which, while offering email integration, doesn't mention other communication platforms. Zendesk's focus on streamlining communication workflows through these integrations makes it a stronger choice for businesses heavily reliant on tools like Slack.

What are the advantages of Zoho Desk?

Zoho Desk offers a comprehensive yet affordable solution, making it ideal for small to medium businesses. It boasts seamless integration with other Zoho products, especially Zoho CRM, and provides a robust omnichannel communication platform encompassing email, chat, and social media. Users praise its ease of use and excellent customer support, along with the valuable self-service "Knowledge Center." Real-time dashboards and robust search functionality further enhance its appeal.

What are the disadvantages of Zoho Desk?

Zoho Desk users have reported issues with contact and company name duplication when different agents create tickets. Some users find the customization options limited for automated messages. The trial period and its handling of inactive days have also drawn criticism. Finally, custom domains are implemented as redirects, which some users find undesirable.

Alternatives to Zoho Desk and Zendesk Support Suite

Freshdesk

Freshdesk is a customer service software designed for businesses of all sizes. It brings together all customer interactions - like emails, chats, and social media - into a single platform. Freshdesk helps automate tasks such as assigning tickets and offers helpful insights through reporting and analytics. Its focus on automation and user-friendly design aims to make customer service smoother and more efficient.

Re:amaze

Re:amaze is a customer service software that combines live chat, email, social media, and messaging into one platform. It helps businesses manage customer support across different channels, automate tasks like sending messages, and track customer interactions. Features include a knowledge base, customer satisfaction surveys, and integrations with popular business apps. Re:amaze is suitable for businesses of all sizes looking to streamline their customer service and improve efficiency.

Email on Acid

Email on Acid is now part of Sinch, a company offering a range of communication tools including messaging, email, and voice solutions. Sinch provides businesses with various APIs and applications for marketing, customer support, and operational needs. Their services help businesses connect with customers through email and mobile channels.

HubSpot Marketing Hub

HubSpot Marketing Hub is a comprehensive marketing platform designed for businesses of all sizes. It offers a suite of tools including email marketing, marketing automation, social media management, analytics, and SEO optimization, all within a single platform. This helps businesses streamline their marketing efforts, improve efficiency, and track results. Its focus on inbound marketing and lead generation makes it a popular choice for businesses looking to attract and convert leads into customers. HubSpot Marketing Hub integrates seamlessly with HubSpot's CRM platform for enhanced sales and marketing alignment.

ClickUp

ClickUp is a comprehensive work management platform designed to consolidate various work processes into one centralized location. It offers a wide array of features including task management, project planning, document collaboration, communication tools, goal setting, and automation options. ClickUp aims to enhance team collaboration, improve visibility across projects, and streamline workflows for increased productivity regardless of team size or industry.

Drag

Drag transforms your Gmail inbox into a collaborative workspace for your team. It allows you to manage emails, tasks, and even WhatsApp messages from a single, centralized location. With features like shared inboxes, automated workflows, and real-time performance tracking, Drag aims to streamline communication and improve team efficiency for various departments like Sales, Customer Support, HR, and Operations. It integrates seamlessly with Google Workspace and offers a free trial for those interested in exploring its capabilities.

Page co-authored by

Michal Kaczor

CEO at Gralio

Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.

Tymon Terlikiewicz

CTO at Gralio

Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.

How are we doing?

Is this information helpful to you? Is there anything we are missing?

Did this help you select your product?

Other issues? Vote & Let us know