Compare Zendesk Support Suite and Zoho Desk 
At a Glance
Market Segments
Mid-Market (45.5% of reviews)
Small-Business (71.8% of reviews)
Entry-Level Pricing
$19.00 1 user per month billed annually
$0.00
Zendesk Support Suite
Star Rating
(6,184)4.3 out of 5
Market Segments
Mid-Market (45.5% of reviews)
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansZoho Desk
Star Rating
(6,348)4.4 out of 5
Market Segments
Small-Business (71.8% of reviews)
Entry-Level Pricing
$0.00
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zendesk Support Suite excels in its ticket creation user experience, scoring 8.8, which reviewers mention makes it easy to manage customer inquiries efficiently. In contrast, Zoho Desk, while still strong at 8.7, is noted for its slightly less intuitive interface.
- Reviewers mention that Zoho Desk offers a more competitive entry-level price of $0.00, making it particularly appealing for small businesses, while Zendesk Support Suite starts at $19.00, which some users feel is a barrier for smaller teams.
- Users on G2 highlight that Zendesk Support Suite has a robust email integration feature, scoring 9.0, which reviewers say enhances communication efficiency. Zoho Desk follows closely with a score of 9.1, but some users feel it lacks the same depth of functionality.
- Reviewers mention that Zoho Desk shines in its SLA Management, scoring 8.3, which users say helps them maintain service quality. Zendesk Support Suite, with a score of 8.1, is seen as slightly less effective in this area, leading to concerns about meeting customer expectations.
- Users say that both platforms offer solid performance and reliability, but Zendesk Support Suite edges out with a score of 8.6 compared to Zoho Desk's 8.5. Reviewers appreciate the stability of Zendesk during peak usage times.
- G2 users report that Zoho Desk's customer support is slightly more responsive, scoring 8.3 compared to Zendesk's 8.4. However, some users mention that Zendesk's support team is more knowledgeable, which can be crucial for resolving complex issues.
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Pricing
Entry-Level Pricing
Zendesk Support Suite
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Zoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
Zendesk Support Suite
Free Trial is available
Zoho Desk
Free Trial is available
Ratings
Meets Requirements
8.6
4,780
8.7
4,915
Ease of Use
8.5
4,821
8.5
4,982
Ease of Setup
7.9
2,889
8.2
4,229
Ease of Admin
8.2
2,922
8.3
4,089
Quality of Support
8.4
4,469
8.3
4,437
Has the product been a good partner in doing business?
8.4
2,846
8.5
3,693
Product Direction (% positive)
7.9
4,435
8.8
4,695
Features by Category
Ticket and Case Management
8.8
2254
|
Verified
8.7
2701
|
Verified
8.7
2270
|
Verified
8.6
2689
|
Verified
8.5
2195
|
Verified
8.4
2471
|
Verified
8.4
2041
|
Verified
8.4
2324
|
Verified
8.1
1630
|
Verified
8.3
2055
|
Verified
8.4
2108
|
Verified
8.4
2337
|
Verified
8.6
2096
|
Verified
8.6
2343
|
Verified
8.2
1561
|
Verified
8.4
1932
|
Verified
Generative AI
7.2
127
7.8
479
7.2
130
7.9
475
Communication Channels
8.4
1771
|
Verified
8.4
2303
|
Verified
8.8
2017
|
Verified
8.7
2521
|
Verified
8.4
1435
|
Verified
8.3
1835
|
Verified
8.0
1140
|
Verified
8.2
1612
|
Verified
8.1
1025
|
Verified
8.0
1383
|
Verified
Platform
7.6
1113
|
Verified
8.3
1713
|
Verified
8.0
1476
|
Verified
8.3
2147
|
Verified
8.2
1682
|
Verified
8.5
2256
|
Verified
8.1
1473
|
Verified
8.3
1675
|
Verified
7.8
2072
|
Verified
8.3
2223
|
Verified
7.9
2140
|
Verified
8.5
2378
|
Verified
Administration
8.4
194
|
Verified
Not enough data
7.9
175
|
Verified
Not enough data
8.3
222
|
Verified
Not enough data
Service Desk
9.0
250
|
Verified
Not enough data
8.7
226
|
Verified
Not enough data
8.6
214
|
Verified
Not enough data
Management
8.3
187
|
Verified
Not enough data
8.4
188
|
Verified
Not enough data
8.3
177
|
Verified
Not enough data
8.0
137
|
Verified
Not enough data
8.2
130
Not enough data
Functionality
9.0
202
|
Verified
Not enough data
8.5
166
Not enough data
8.4
174
|
Verified
Not enough data
8.6
184
|
Verified
Not enough data
Administration
8.1
573
8.2
246
8.0
554
8.2
246
8.2
616
8.4
250
Knowledge Management
8.6
757
8.6
234
8.3
607
8.2
232
7.9
660
8.2
235
Compliance
8.3
537
8.4
246
8.2
499
8.3
243
8.3
502
8.3
245
8.0
475
8.1
243
Customer Support
8.0
620
8.3
228
7.8
596
8.2
229
7.8
431
8.0
226
Data Security
8.1
443
8.1
246
8.1
445
8.2
241
8.3
536
8.4
245
8.5
482
8.4
241
Administration
8.2
630
8.0
230
8.3
741
8.4
234
8.6
745
8.5
235
Generative AI
Feature Not Available
7.7
173
Channels
Not enough data
8.2
447
Not enough data
8.1
437
Not enough data
7.4
434
Design
Not enough data
8.0
430
Not enough data
7.8
441
Not enough data
8.2
434
Not enough data
8.1
431
Not enough data
8.2
418
Generative AI
Not enough data
7.7
318
Not enough data
7.7
312
Usability
8.2
592
8.3
334
8.3
588
8.2
335
8.3
559
8.3
326
Reporting
8.3
518
8.3
323
7.9
492
8.2
312
8.1
572
8.3
318
Generative AI
7.2
111
7.8
236
7.0
110
7.9
234
Responses
8.1
40
Not enough data
8.6
47
Not enough data
8.3
48
Not enough data
Automation - AI Agents
6.1
6
Not enough data
6.4
6
Not enough data
6.4
6
Not enough data
6.4
6
Not enough data
6.4
6
Not enough data
Platform
8.3
48
Not enough data
8.4
46
Not enough data
8.4
42
Not enough data
Autonomy - AI Agents
6.1
6
Not enough data
6.1
6
Not enough data
6.1
6
Not enough data
6.4
6
Not enough data
Generative AI
7.6
12
Not enough data
8.0
11
Not enough data
Responses
8.1
400
Not enough data
8.1
397
Not enough data
8.3
384
Not enough data
8.1
382
Not enough data
8.1
290
Not enough data
Platform
8.6
403
Not enough data
8.2
401
Not enough data
8.2
396
Not enough data
8.2
397
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
389
Not enough data
Generative AI
8.3
49
Not enough data
8.1
48
Not enough data
Conversational Platform
8.1
772
Not enough data
8.2
630
Not enough data
8.1
597
Not enough data
8.1
665
Not enough data
Support Automation
8.1
632
Not enough data
8.2
675
Not enough data
8.4
628
Not enough data
8.0
706
Not enough data
Generative AI
7.7
123
Not enough data
7.7
123
Not enough data
Messaging Channels
7.6
64
Not enough data
9.0
156
Not enough data
8.3
77
Not enough data
8.5
85
Not enough data
Administration
8.1
91
Not enough data
8.9
140
Not enough data
8.3
96
Not enough data
8.4
129
Not enough data
Customer Support
7.0
19
Not enough data
5.5
14
Not enough data
7.3
19
Not enough data
Automation
7.5
18
Not enough data
8.2
18
Not enough data
7.5
19
Not enough data
Artificial Intelligence
7.5
19
Not enough data
7.6
20
Not enough data
7.4
20
Not enough data
Generative AI
Feature Not Available
8.0
94
7.6
72
8.1
96
Feature Not Available
7.8
95
Communication
8.6
786
|
Verified
8.9
624
|
Verified
8.4
804
|
Verified
8.8
665
|
Verified
8.0
561
8.7
567
8.4
583
|
Verified
8.7
539
|
Verified
7.9
364
8.4
266
Internal Use
8.0
1476
|
Verified
8.3
2147
|
Verified
8.4
697
|
Verified
8.6
269
8.0
498
8.5
366
8.4
744
8.8
622
|
Verified
8.6
671
|
Verified
8.7
604
|
Verified
8.2
698
|
Verified
8.6
618
|
Verified
Generative AI
Feature Not Available
7.8
285
Self-Service Experience
8.5
1417
8.5
1342
8.4
1355
8.4
1306
8.0
947
8.1
1113
7.7
568
8.2
611
7.9
700
8.3
660
Self-Service Platform
8.2
748
8.3
676
8.2
763
8.3
655
7.6
581
7.7
571
8.1
728
8.2
604
Generative AI
6.6
39
8.3(won by 1.7)
72
6.5
40
8.2(won by 1.7)
70
Process
8.4
525
8.7(won by 0.3)
433
9.0(tied score)
701
9.0(tied score)
576
8.8(won by 0.3)
650
8.5
430
Channels
9.0
701
9.1(won by 0.1)
566
8.3
546
8.6(won by 0.3)
486
8.7(tied score)
524
8.7(tied score)
458
8.2
446
8.6(won by 0.4)
400
8.3
382
8.8(won by 0.5)
425
Insight
8.1
500
8.8(won by 0.7)
435
8.3
611
8.9(won by 0.6)
489
8.4
523
8.9(won by 0.5)
461
8.7
630
9.0(won by 0.3)
533
Generative AI
7.7
52
7.8
130
7.5
51
7.9
129
Categories
Categories
Shared Categories
Zendesk Support Suite and Zoho Desk are categorized as Digital Customer Service Platforms, Complaint Management, Contact Center Knowledge Base, Google Workspace for Sales, Social Customer Service, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Zendesk Support Suite is categorized as Genesys AppFoundry Marketplace, Shared Inbox, Conversational Support, IT Service Management (ITSM) Tools, Chatbots, Google Workspace Communication Tools, Proactive Notification, AI Agents, and Customer Service Automation
Zoho Desk is categorized as Customer Communications Management
Reviews
Reviewers' Company Size
Zendesk Support Suite
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoho Desk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
14.1%
Information Technology and Services
12.5%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.5%
Other
58.3%
Information Technology and Services
18.3%
Computer Software
10.7%
Computer & Network Security
4.0%
Retail
3.7%
Financial Services
3.5%
Other
59.8%
Most Helpful Reviews
Zendesk Support Suite
Most Helpful Favorable Review
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Most Helpful Critical Review
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Zoho Desk
Most Helpful Favorable Review
Garret A.
Verified User in Information Technology and Services
The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! The...
Most Helpful Critical Review
Verified User in Computer Software
I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Garret A.
Verified User in Information Technology and Services
The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! The...
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Verified User in Computer Software
I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...
Discussions
Is zendesk any good?
8 comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
Where do I find training VDO?
3 comments
TW
I agree with you. VOD training is essential for fast implementation and developing "best practice" for your Desk software. I'm sure you have already...Read more
Is it possible for you to make integration with G suite a breeze?
2 comments
PS
Hi Daniel,
Here are the steps to configure email forwarding from Gsuite to Zoho Desk:
Sign in to the Google Admin Console.
Click Apps, then click G...Read more
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