Today, when the supply of virtually any products and services significantly exceeds the demand, one of the most fireproof ways to set a business apart is an impeccable, 5-star service. Not only does it need to be perfect in terms of quality, but also as speedy as possible, and here is where customer support software plays an extremely important role.
The solution that is well fit for the needs of a specific business can multiply the efforts of the support team, and vice versa - making the wrong choice can produce a bottleneck, resulting in lost financial resources and customers.
So, today the dilemma is Zoho Desk vs Zendesk. If you’ve already started researching this issue, you might have noticed multiple similarities apart from the names between the two platforms. We will try to sort them out so that you pick the right one.
Zoho Desk is a part of Zoho suite of cloud-based apps. It was released in 2016, being a continuation of Zoho Support help desk software. The tool is mostly aimed at SMBs, although it offers Enterprise pricing plan, however, the feature set might not suffice for enterprise-level businesses. Zoho Desk is very reasonably priced and has an extensive feature set, which makes it a good value for the money. Naturally, it seamlessly integrates with other Zoho products, including Zoho CRM, which ensures data completeness and synchronization for the benefit of a better customer service. Zoho Desk is used by companies like Sears, Intel, Daimler, Essilor etc.
Founded back in 2007, Zendesk can boast quite an experience in the customer support sphere. It is a very popular help desk app, but it’s hard to say it really stands out of the pack. It has a robust feature set, but it comes at a price, which is higher compared to Zoho Desk. Zendesk is a good fit for small and midsize businesses, as well as for larger companies, however, the features necessary for them are found in the more expensive pricing packages. It presents countless integration opportunities with the third party add-ons, as well as API.
Zendesk’s famous customers include L’oreal, Adobe, Uber, Box, Vodafone, Shopify etc.
Zoho Desk and Zendesk Support have a lot in common when it comes to the basics.
- both platforms boast multiple ways a ticket can be raised and responded to live chat, email, in-app support, social networks, phone, and website.
- Zoho and Zendesk offer decent self-service portal functionality for customers, including community forums, knowledge base, customer portal etc.
- Automation is available to save time on repetitive actions for the users of both platforms
- Collaboration on a specific ticket for more effectiveness is offered by both.
As to the differences between Zoho Desk and Zendesk Support, they boil down primarily to pricing and some specific functionality.
While both platforms offer free, no-credit-card-required trial, Zoho also has an attractive Essential plan, free for up to 3 agents, which makes it a viable choice for freelancers or startups on a shoestring budget.
Zendesk’s cheapest plan costs $5 per agent/month (as of now). The difference is even more felt when you compare Enterprise plans - Zoho’s costs $25 per agent/month, while Zendesk’s offer is $99, 4 times more expensive! However, don’t jump to conclusions till you check what features come with each plan.
If you choose Zendesk, beware of the possibility of additional expenses, like extra fee for Zopim Chat or Zendesk Voice apps, or any training aside from “Getting started which comes with the subscription.
Zendesk offers basic ITIL incident management, which is necessary for a service desk, but can let raise problems using a help desk. For some businesses, it might be very convenient. Zoho Desk doesn’t have this feature at all.
What are the users’ impressions?
We’ve researched the popular review websites Softwareadvice and G2 Crowd to see what is the opinion of the users of both help desks in question. Here’s what we’ve found.
According to Softwareadvice.com, Zendesk with rating 4.0 loses to Zoho Desk with 4.5 out of 5. The ratings are based on 665 user reviews for Zendesk and 1234 for Zoho, which come from Softwareadvice.com, Capterra.com and GetApp.com users.
At G2 Crowd, the winner in the Zendesk Support vs. Zoho Desk issue is again Zoho Desk, which rates 4.3 out of 5 with 410 reviews, and Zendesk Support has the rating 4.2 with 733 reviews.
Formally, Zoho Desk is rated higher by users, but taking into account the impressive difference in the number of reviews and only slight difference between the competitors’ ratings, it would be fair to say that both platforms are pretty much on the same page.
Having analyzed the user reviews, we found the most typical pros and cons of Zoho Desk and Zendesk Support and organized them into the table below.
|Zoho Desk||Zendesk Support|
|What users like||Ticketing notifications,
custom reporting capabilities,
|Ease of use
Rich feature set
Lots of integration options
Extensive customization capabilities
Quality of technical support
|What users dislike||Tends to be too slow,
pages take a while to load
the interface is difficult to get used to.
Technical support leaves much to be desired
|Prices escalate as the number of agents increases
Reporting is slightly limited
Knowledge base functionality is average
Overall, the battle Zoho Desk vs Zendesk Support doesn’t have a winner. Both are the robust high-quality solutions found among the front runners of help desk software. If you have difficulty choosing between the two, consider your budget. Zoho Desk is going to be less costly, while Zendesk offers more power, but the prices, especially for the plans with sophisticated features and for more agents, are quite high.
And, of course, an ultimate way to decide between the two platforms is to try them out, making use of the free trial periods. Remember, there is no right or wrong choice - it is all up to you.
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