Compare Zendesk for Customer Service and Zoho Desk 
At a Glance
Market Segments
Mid-Market (45.6% of reviews)
Small-Business (72.8% of reviews)
Entry-Level Pricing
$19.00 1 user per month billed annually
$0.00
Zendesk for Customer Service
Star Rating
(6,786)4.3 out of 5
Market Segments
Mid-Market (45.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansZoho Desk
Star Rating
(7,440)4.4 out of 5
Market Segments
Small-Business (72.8% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zendesk for Customer Service excels in providing a centralized platform for managing customer interactions. Users appreciate how it simplifies access to customer information, allowing them to view account details and subscriptions seamlessly, which enhances their support experience.
- Users say that Zoho Desk stands out for its flexibility in creating custom fields and workflows. Reviewers highlight the ease of configuring automated replies and notifications, making it a strong choice for teams looking to streamline their support processes.
- According to verified reviews, Zendesk for Customer Service has a higher overall satisfaction score, reflecting its robust features and user-friendly interface. Many users mention that it has transformed their customer support operations by centralizing communications across various channels.
- Reviewers mention that Zoho Desk's setup process is impressively quick and straightforward. Users have noted that tickets are automatically organized, and the clean interface makes navigation easy, which is particularly beneficial for small businesses.
- G2 reviewers highlight that while Zendesk for Customer Service offers strong performance in live chat capabilities, Zoho Desk's live chat features are perceived as less effective, indicating a potential area for improvement in real-time customer engagement.
- Users report that both platforms provide solid support quality, but Zendesk for Customer Service edges out slightly with its higher ratings in overall support experience. Reviewers appreciate the clear guidelines and intuitive design that make it easy to manage customer inquiries effectively.
Pricing
Entry-Level Pricing
Zendesk for Customer Service
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 for Customer Service
Free Trial is available
Zoho Desk
Free Trial is available
Ratings
Meets Requirements
8.6
5,169
8.7
5,958
Ease of Use
8.6
5,269
8.5
6,038
Ease of Setup
8.0
3,236
8.1
5,311
Ease of Admin
8.2
3,105
8.3
4,924
Quality of Support
8.4
4,898
8.3
5,354
Has the product been a good partner in doing business?
8.4
3,029
8.4
4,452
Product Direction (% positive)
8.0
4,824
8.9
5,708
Features by Category
Ticket and Case Management
8.8
2577
|
Verified
8.6
3435
|
Verified
8.7
2603
|
Verified
8.5
3354
|
Verified
8.5
2530
|
Verified
8.3
3163
|
Verified
8.4
2364
|
Verified
8.3
2951
|
Verified
8.2
1930
|
Verified
8.2
2679
|
Verified
8.4
2407
|
Verified
8.4
2916
|
Verified
8.6
2406
|
Verified
8.5
2931
|
Verified
8.3
1862
|
Verified
8.3
2525
|
Verified
Generative AI
7.6
386
7.4
967
7.6
385
7.4
953
Agentic AI - Help Desk
7.8
246
7.1
357
7.9
244
7.1
360
8.0
246
7.2
358
Communication Channels
8.5
2066
|
Verified
8.3
2876
|
Verified
8.8
2327
|
Verified
8.6
3116
|
Verified
8.4
1744
|
Verified
8.2
2419
|
Verified
8.0
1435
|
Verified
8.0
2162
|
Verified
8.0
1322
|
Verified
7.8
1922
|
Verified
Platform
7.7
1390
|
Verified
8.1
2306
|
Verified
8.0
1781
|
Verified
8.2
2750
|
Verified
8.3
1956
|
Verified
8.4
2853
|
Verified
8.2
1761
|
Verified
8.2
2312
|
Verified
7.9
2364
|
Verified
8.2
2832
|
Verified
8.0
2416
|
Verified
8.4
2978
|
Verified
Administration
Not enough data
8.2
345
Not enough data
8.2
343
Not enough data
8.4
346
Knowledge Management
Not enough data
8.6
325
Not enough data
8.2
316
Not enough data
8.2
322
Compliance
Not enough data
8.4
338
Not enough data
8.3
335
Not enough data
8.2
337
Not enough data
8.1
335
Customer Support
Not enough data
8.2
311
Not enough data
8.2
312
Not enough data
8.0
310
Data Security
Not enough data
8.1
337
Not enough data
8.1
331
Not enough data
8.4
335
Not enough data
8.4
333
Administration
Not enough data
8.1
313
Not enough data
8.4
315
Not enough data
8.5
313
Generative AI
Not enough data
7.6
248
Channels
Not enough data
8.2
579
Not enough data
8.0
556
Not enough data
Feature Not Available
Design
Not enough data
7.9
545
Not enough data
7.7
554
Not enough data
8.1
551
Not enough data
8.1
547
Not enough data
8.1
531
Generative AI
Not enough data
7.5
426
Not enough data
7.5
419
Usability
8.3
665
8.3
448
8.3
661
8.3
442
8.4
634
8.3
434
Reporting
8.3
587
8.3
431
7.9
562
8.2
416
8.2
643
8.3
423
Generative AI
7.3
177
7.7
329
7.2
176
7.8
324
Responses
8.2
62
Not enough data
8.6
69
Not enough data
8.2
68
Not enough data
Automation - AI Agents
7.4
25
Not enough data
7.7
25
Not enough data
7.5
25
Not enough data
7.5
25
Not enough data
7.8
25
Not enough data
Platform
8.2
67
Not enough data
8.2
65
Not enough data
8.4
62
Not enough data
Autonomy - AI Agents
7.8
24
Not enough data
7.4
25
Not enough data
7.4
26
Not enough data
7.5
26
Not enough data
Generative AI
7.6
31
Not enough data
8.1
30
Not enough data
Responses
8.1
466
Not enough data
8.1
464
Not enough data
8.3
447
Not enough data
8.1
446
Not enough data
8.1
355
Not enough data
Platform
8.6
470
Not enough data
8.3
469
Not enough data
8.3
463
Not enough data
8.2
465
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Not enough data
Generative AI
8.1
112
Not enough data
8.2
111
Not enough data
Conversational Platform
8.1
860
Not enough data
8.3
716
Not enough data
8.2
683
Not enough data
8.2
748
Not enough data
Support Automation
8.1
713
Not enough data
8.3
756
Not enough data
8.4
714
Not enough data
8.1
788
Not enough data
Generative AI
7.8
203
Not enough data
7.8
202
Not enough data
Messaging Channels
7.6
78
Not enough data
9.0
170
Not enough data
8.3
94
Not enough data
8.5
101
Not enough data
Administration
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Not enough data
Customer Support
8.1
83
Not enough data
7.6
77
Not enough data
8.1
85
Not enough data
Automation
8.1
85
Not enough data
8.2
83
Not enough data
8.1
83
Not enough data
Artificial Intelligence
7.8
82
Not enough data
7.7
81
Not enough data
7.7
84
Not enough data
Generative AI
Feature Not Available
7.9
175
7.9
206
8.0
177
Feature Not Available
Feature Not Available
Communication
8.6
948
|
Verified
8.8
718
|
Verified
8.4
962
|
Verified
8.7
759
|
Verified
8.1
719
8.6
658
8.5
735
|
Verified
8.6
631
|
Verified
8.0
520
8.3
355
Internal Use
8.0
1781
|
Verified
8.2
2750
|
Verified
8.5
847
|
Verified
Feature Not Available
8.1
649
8.4
455
8.5
897
8.7
714
|
Verified
8.6
825
|
Verified
8.6
692
|
Verified
8.3
845
|
Verified
8.6
707
|
Verified
Generative AI
Feature Not Available
7.7
423
Self-Service Experience
8.5
1510
8.5
1514
8.5
1441
8.4
1472
8.0
1024
8.1
1279
7.7
647
8.1
772
8.0
779
8.2
817
Self-Service Platform
8.2
829
8.3
843
8.2
845
8.3
819
7.7
664
7.8
732
8.2
811
8.2
767
Agentic AI - Customer Self-Service
8.3
63
7.7
79
8.3
63
7.7
80
8.2
65
7.9
79
8.7
63
7.8
84
8.6
61
7.8
82
8.2
63
7.8
80
8.1
63
7.7
83
Generative AI
7.5
78
8.2(won by 0.7)
119
7.5
79
8.1(won by 0.6)
117
Process
8.4
564
8.7(won by 0.3)
491
9.1(won by 0.1)
744
9.0
638
8.8(won by 0.3)
693
8.5
490
Channels
9.0(tied score)
743
9.0(tied score)
627
8.4
587
8.5(won by 0.1)
545
8.7(tied score)
566
8.7(tied score)
516
8.2
487
8.6(won by 0.4)
459
8.3
422
8.8(won by 0.5)
485
Insight
8.1
540
8.7(won by 0.6)
494
8.3
648
8.9(won by 0.6)
546
8.5
563
8.8(won by 0.3)
516
8.7
667
9.0(won by 0.3)
591
Generative AI
7.8
67
7.7
185
7.7
66
7.7
184
Conversational AI - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Google Workspace for Sales
Not enough data
7.2
6
Not enough data
7.5
6
Not enough data
6.9
6
Not enough data
6.9
6
Not enough data
7.2
6
Customer Query Resolution - AI Customer Support Agents
8.4
72
Not enough data
8.1
71
Not enough data
8.2
70
Not enough data
8.3
70
Not enough data
8.3
69
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
70
Not enough data
8.4
71
Not enough data
8.3
71
Not enough data
8.5
70
Not enough data
Automation
8.7
73
Not enough data
8.6
71
Not enough data
7.9
69
Not enough data
Autonomy
8.1
69
Not enough data
8.4
68
Not enough data
8.4
70
Not enough data
8.3
71
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
9.4
11
Not enough data
8.9
11
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
8.9
6
Not enough data
9.2
8
Not enough data
8.5
9
Not enough data
Workforce Management Platform Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Zendesk for Customer Service and Zoho Desk are categorized as Help Desk, Live Chat, AI Customer Support Agents, Complaint Management, Customer Self-Service, Digital Customer Service Platforms, and Social Customer Service
Unique Categories
Zendesk for Customer Service is categorized as Workforce Management, Conversational Commerce Platforms, Chatbots, Shared Inbox, AI Agents For Business Operations, Conversational Support, Customer Service Automation, and Proactive Notification
Zoho Desk is categorized as Contact Center Knowledge Base, Google Workspace for Sales, and Customer Communications Management
Reviews
Reviewers' Company Size
Zendesk for Customer Service
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
12.7%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.4%
Other
57.9%
Information Technology and Services
17.9%
Computer Software
10.7%
Computer & Network Security
4.1%
Financial Services
3.6%
Retail
3.5%
Other
60.1%
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
How is Zendesk Support Suite transforming the customer service experience in various industries?
6 Comments
OE
I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven...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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