Zendesk vs Zoho Desk: the match of the customer support giants
Zendesk or Zoho Desk? If you manage a fast-growing customer service department, chances are you've already come across these two names. And with good reason: Zendesk is often perceived as the elite of ticketing solutions, while Zoho Desk plays the flexibility card at a smart price, without skimping on features.
But which tool is really right for you in 2025? Does Zendesk justify its premium positioning? Does Zoho Desk really deliver on automation and agent experience? And what do users - those who live with these tools on a daily basis - have to say?
In this comparison, we take a point-by-point look at these two B2B software products: positioning, features, pricing, UX, integrations... all with concrete examples and reliable data!
What is Zendesk?
Zendesk overview
Zendesk was launched in 2007, at a time when customer service software looked more like glorified Excel spreadsheets than user-friendly tools. Since then, the solution has established itself as a global benchmark for helpdesk solutions, adopted by companies of all sizes, but with a clear bias towards large accounts and structured support teams.
Its positioning? Simplicity of use + automation power, all wrapped up in a sober, efficient interface. Zendesk focuses on the omnichannel customer experience, with a clear promise: centralize everything in one place, whether it's e-mails, chats, social networks or calls.
In terms of use cases, we find it in :
- B2B SaaS customers who want to scale their support without exploding response times
- Key accounts managing several brands or entities (native multi-branding)
- E-tailers with high ticket volumes and seasonal peaks
Famous customers include? Uber, Airbnb, Shopify, Slack... In short, not the new kids on the block.
Zendesk appeals above all to companies looking for a robust, mature and proven tool, with a rich ecosystem (app marketplace, APIs, integrations) and well-honed multilingual customer support.
Zendesk key features
Zendesk isn't just a ticket box. It's a complete platform for orchestrating every customer interaction, whatever the channel. Above all, Zendesk pushes the logic of automation and personalization, with a clear objective: to reduce friction on both agent and customer sides.
Here are the key features that make Zendesk a behemoth of customer support:
- Centralized ticketing system: every request (email, chat, social networks, form...) is transformed into a ticket with clear tracking, priorities, SLAs, and automatic attribution.
- Native omnichannel support: Zendesk natively integrates channels such as e-mail, telephone (Zendesk Talk), live chat (Zendesk Chat), WhatsApp, Messenger, X (ex-Twitter)... No need to stack third-party tools.
- Help center & self-service: creation of internal and external knowledge bases, with dynamic articles, FAQs and community forums.
- Automations and triggers: advanced business rules, conditional notifications, automated actions as soon as a ticket meets certain criteria.
- Personalized agent workspaces: each profile can display key information (CRM, customer history, preferences, etc.), all within a modular interface.
- Reporting & analytics: real-time dashboards, customized reports, satisfaction-oriented KPIs, agent performance, response times, etc.
- Marketplace integrations: over 1,200 ready-to-use apps (CRM, e-commerce, collaboration, BI...) and a robust API for customized projects.
Advantages and disadvantages of Zendesk
Zendesk clearly has a lot going for it, but it's not without its faults either. Between technical robustness and high cost, here's what we learn from user feedback (G2, Capterra, TrustRadius) and expert testing.
✅ What we like about Zendesk
- Intuitive interface: even new agents get up to speed quickly.
- Scalability: Zendesk holds its own even with thousands of tickets a day.
- Fluid omnichannel: everything is centralized, no need to juggle 15 tabs.
- Extensive customization: business rules, custom fields, team-specific views.
- Rich Marketplace: CRM, e-commerce, collaboration... almost everything can be connected.
❌ What we don't like
- High prices: especially for access to advanced functions (complex rules, custom reporting...).
- Learning curve for advanced settings: powerful workflows require a bit of technical handholding.
- Perfectible customer support: some users report delays in response (ironic, isn't it?) or documentation that's not always up to date.
👉 To remember
In a nutshell: Zendesk is tough, but this level of performance comes at a price. If you're looking for an ultra-configurable, scale-ready solution, it's a good choice. But if you're just starting out and don't have a lot of resources, the price can get steep.
What is Zoho Desk?
Zoho Desk is the little genius of the Zoho family, a well-known ecosystem for SMEs and scale-ups. This customer support software relies on intelligent automation, native integration with other Zoho apps and ultra-competitive pricing. A tool that rises fast.
Zoho Desk overview
Launched in 2016 by Zoho Corporation (aka the Indian alternative to Salesforce), Zoho Desk has quickly become one of the preferred helpdesks for SMEs and SMBs looking for a comprehensive, flexible and, above all... affordable tool.
Its mission? To make customer support more intelligent, collaborative and integrated, without requiring an army of developers for every parameter setting.
Its positioning is clear: accessibility + automation + Zoho integration. Where Zendesk attracts major accounts, Zoho Desk appeals to agile structures that want to do everything faster and better, with fewer resources.
Use cases include :
- Support teams at SMEs and scale-ups who want an all-in-one solution that's scalable yet easy to manage.
- Companies already using the Zoho ecosystem (CRM, Campaigns, Analytics...) to benefit from native integration.
- Multi-channel customer services that need to prioritize, automate and analyze quickly.
Customers include? Daimler, Lycamobile, Zomato and McAfee. Not bad for a "young" tool.
In short: Zoho Desk ticks a lot of boxes, especially if your company is looking for a good mix of budget control, customization and seamless integration with other business tools.
Zoho Desk key features
Zoho Desk isn't a gas factory, but it's not lacking in power. It's a bit like the Swiss Army knife of customer support, with a real logic of intelligent automation, fluid collaboration and strong integration with... the whole Zoho universe, of course.
Here are the key features you need to know about:
- Multi-channel ticket management: e-mail, telephone, social networks, live chat, web form... everything comes together in a single interface.
- Zia, in-house AI: Zia analyzes incoming tickets, predicts urgency, suggests answers, tags automatically... and learns continuously. A real productivity boost.
- Customized SLAs and routing rules: automatic assignment according to priority, language, channel, or even agent skills.
- Help center and knowledge base: public or internal articles, search engine, reading performance monitoring, intelligent suggestions by Zia.
- Multi-department and multi-brand: each department or brand can have its own rules, workflows, teams and portals.
- Dashboards & reporting: customizable KPIs, scheduled reports, agent performance tracking, customer satisfaction, volume per channel, etc.
- Native integration with Zoho CRM (and more): automatic ticket creation from customer records, bi-directional synchronization, 360° customer view.
Zoho Desk
Advantages and disadvantages of Zoho Desk
Zoho Desk may be younger than Zendesk, but it's not lacking in arguments. With its low price, native integration with the Zoho ecosystem and AI-powered features, the software scores points... but not everything is perfect.
Here's what users and experts (G2, Capterra, TrustRadius, etc.) have to say.
✅ What we like about Zoho Desk
- Very competitive pricing: ideal for SMEs or growing teams.
- Native integration with Zoho CRM and other Zoho apps: a real advantage if you're already in the ecosystem.
- Zia, predictive AI: useful for classifying tickets, analyzing sentiment and speeding up responses.
- Clear, customizable interface: you can adapt the tool to your processes without touching a line of code.
- Powerful automations, even on intermediate plans.
❌ What we like less
- Fewer third-party connectors than Zendesk: especially if you use tools outside the Zoho universe.
- UX sometimes a little rigid on certain screens (settings, reporting).
- Customer support not always up to scratch: recurring feedback on response times or quality, according to reviews.
👉 To remember
The bottom line: Zoho Desk is the intelligent challenger. It doesn't (yet) have the power of Zendesk on the global ecosystem, but it relies on Zoho's flexibility, AI and integration to make its mark, particularly with companies in the scale-up phase.
Zendesk vs Zoho Desk: compare features
Zendesk or Zoho Desk? Although both software products aim to improve customer relations, their approach remains quite different. Here's a comparison chart to give you a clear idea.
| Functionality | Zendesk | Zoho Desk |
| Multi-channel ticketing | Very complete, native | Very good, Zoho CRM integration |
| AI & automation | Powerful triggers, less AI | AI (Zia) + native automation |
| Help Center / Self-service | Advanced, multi-brand | Solid, AI for suggestions |
| Reporting & analytics | Ultra-complete, advanced custom | Efficient, customizable |
| Integrations & ecosystem | +1200 apps, robust API | Fewer apps, but native Zoho |
Focus 1: Ticket management
Zendesk offers an extremely mature ticketing system. Every interaction becomes a ticket, automatically enriched according to customizable rules. Perfect for managing volume, with solid SLAs and workflows.
Zoho Desk also does very well, with a more "guided" approach: less complexity, but intelligent ticketing thanks to Zia (AI), which can automatically prioritize and tag requests.
👉 To remember
Zendesk has the edge in complex environments, but Zoho Desk is better suited to lightweight structures that want to move fast without drowning in business rules.
Focus 2: Omnichannel
Zendesk has real expertise here. Live chat, e-mail, voice, social networks... all channels are natively managed. No need for additional plugins, everything is centralized.
Zoho Desk also offers multi-channel management, but some channels require a little more configuration or require third-party apps (Zoho Social, Zoho Voice...).
👉 To remember
Zendesk excels in omnichannel, with a seamless experience across channels. Zoho Desk remains effective, but a little more fragmented.
Focus 3: Automation and AI
Zoho Desk integrates Zia, an AI that does more than just decorate: it analyzes tickets, predicts their tone, suggests answers and helps prioritize them. Very useful for growing teams.
Zendesk, on the other hand, relies more on manual automation rules (triggers, macros, views). It's powerful, but less "intelligent" natively.
👉 To remember
Zoho Desk scores well here: its on-board AI means you can do more with less. Zendesk is still top-notch, but requires a little more configuration.
Focus 4: Help center and self-service
Both tools offer a solid knowledge base. Zendesk goes further with multi-branding, visual customization and advanced functions (forums, dynamic suggestions, etc.).
Zoho Desk remains highly effective, notably with Zia's help in suggesting the right items at the right time.
👉 To remember
Zendesk offers a more advanced help center, especially for multi-brand or international structures. Zoho Desk does the job very well for smaller teams.
Focus 5: Reporting and analytics
Zendesk offers an ultra-customizable reporting module. You can track performance by channel, by agent, build customized dashboards, and export everything.
This is one of its major strengths.
Zoho Desk is also very competent here: ready-to-use, customizable reports, and a clear interface. Less advanced than Zendesk, but sufficient for most SMEs.
👉 To remember
Zendesk is a real KPI machine, ideal for demanding managers. Zoho Desk is lighter, but quicker to learn.
Zendesk vs Zoho Desk: compare prices
When choosing a customer support tool, price can quickly become a decisive factor. Zendesk clearly plays the premium card, while Zoho Desk offers more affordable packages, especially for smaller teams. Here's a comparison of what's available in 2025.
| Plan / Software | Zendesk (price/month/agent) | Zoho Desk (price/month/agent) |
| Free | ❌ | ✅ Plan Free (up to 3 agents) |
| Entry-level | Team - €55 | Standard - €20 |
| Intermediate | Growth - €89 | Professional - €35 |
| Advanced | Professional - €115 | Enterprise - €50 |
| Key features | Omnichannel, automation, AI, advanced reporting | Multichannel, Zia AI, SLA, Zoho integrations |
| Billing | Monthly or yearly | Monthly or yearly |
| Free trial | 14 days | 15 days |
👉 To remember
- Zendesk is considerably more expensive, especially if you want access to customization, advanced reporting or full omnichannel capabilities.
- Zoho Desk is positioned as a cost-effective solution, with solid functionality right from the Professional plan.
- Zoho Desk's free plan is a real plus for small teams or startups.
Zendesk vs Zoho Desk: which interface is more intuitive?
Good customer support software is also a tool that agents really want to use. Fluid interface, fast navigation, customization... UX isn't a luxury, it's a prerequisite for productivity.
Zendesk: a sober, efficient interface
Zendesk has opted for sobriety. Few frills, linear navigation and a well thought-out agent view. The whole thing remains fast, modular, with handy side panels for accessing customer history or CRM context.
💡 Bonus: the logic of customizable "views" makes it possible to adapt the interface according to roles (support N1, N2, manager...).
But beware: the advanced configuration can be confusing at first, especially on the admin side. It's powerful, but takes a little getting used to.
Zoho Desk: simplicity first, with options in reserve
Zoho Desk is all about clarity. The interface is colorful and airy, with a well-structured hierarchy of information. The UX is designed to guide, with simple menus and a fluid user experience, even for beginners.
Each agent can quickly find his tickets, dashboards, KPIs... And tools like Zia (AI) or the multi-department mode are well integrated, without visual overload.
In terms of customization, it's more accessible than Zendesk, but also a little less advanced.
| Criteria | Zendesk | Zoho Desk |
| Getting started | Average (simple for agents, more technical for admins) | Easy, even without training |
| Interface clarity | Good, but more corporate | Very good, intuitive |
| UX customization | Advanced (views, workflows, macros) | Good (roles, layouts, simple rules) |
| Multi-channel navigation | Very fluid, integrated | Good, sometimes fragmented |
| Performance & fluidity | Excellent | Excellent |
👉 To remember
- Zendesk appeals to experienced teams, who want to configure every detail of the agent experience.
- Zoho Desk is better suited to young or hybrid teams looking for a clear, frictionless UX.
Zendesk vs Zoho Desk: compare integrations
| Criteria | Zendesk ⭐ | Zoho Desk ⭐ | Detailed analysis |
| Number of integrations | ⭐⭐⭐⭐⭐ (1200+ apps) | ⭐⭐ (50+ native external apps) | Zendesk crushes the game with its ultra-supplied marketplace: Salesforce, HubSpot, Jira, Slack, Asana, Shopify, etc. Zoho Desk, on the other hand, relies primarily on the Zoho ecosystem. |
| Ease of integration | ⭐⭐⭐⭐ | ⭐⭐⭐⭐ | Both offer "plug and play" integrations for major apps. Advanced configurations are easier with Zoho if you stay in their suite. |
| Inter-app automation | ⭐⭐⭐⭐ | ⭐⭐⭐⭐ | Custom triggers and workflows in both cases. Zoho Desk enables powerful automation via Blueprint, but especially in conjunction with Zoho CRM or Zoho Flow. |
👉 To remember
- Zendesk is all about openness. Whether you're using an in-house CRM, Notion, Zapier or Trello, chances are someone has already developed the connector you need. The API is well documented, and inter-application workflows are advanced.
- Zoho Desk, on the other hand, prefers to play at home. Integrations are more limited if you leave the ecosystem, but the experience is ultra-smooth if you're already using Zoho CRM, Books, Campaigns, Analytics... That's the strength of all-in-one.
When to choose Zendesk or Zoho Desk?
There's no single winner here: the right choice depends on your objectives, the size of your team and, above all... your budget (yes, that does count). Here's where Zendesk and Zoho Desk come into their own.
If... you need ultra-structured customer support → Choose Zendesk
Zendesk is the right choice if you :
- Manage a high volume of tickets via multiple channels (email, phone, social networks, live chat...)
- Have several brands, products or support teams to organize
- Work with numerous third-party tools (CRM, e-commerce, BI) and need seamless integration with all of them
- Want advanced reporting and custom KPIs
- Look for an internationally proven solution, with multilingual support and robust documentation
👉 Typically, Zendesk is favored by large accounts, mature B2B SaaS and support teams with more than 10 agents.
If... you're looking for a cost-effective, simple and integrated solution → Choose Zoho Desk
Zoho Desk is ideal if you:
- Are a growing SME or startup with a tight support team
- Already work with other Zoho tools (CRM, Campaigns, Books, etc.)
- Want to automate tasks quickly, without getting bogged down in complexity
- Need a clear, intuitive interface for your agents
- Want to centralize the customer experience without blowing the budget
👉 It's a smart choice for agile companies, hybrid support teams, or boxes that want to drive everything in a single ecosystem.
What to learn from the Zendesk vs Zoho Desk battle
Zendesk or Zoho Desk? Let's face it: both do the job. But they don't do it in the same way, or for the same teams.
👉 If you're looking for a solid, ultra-connected solution designed for scale, Zendesk is clearly a safe bet.
👉 If you're looking for a smart, accessible tool that's well integrated with your business tools, Zoho Desk is probably your best ally.
| Your needs | Our recommendation |
| You manage a large volume of tickets | Zendesk |
| You already work with Zoho CRM | Zoho Desk |
| You have several brands or support teams | Zendesk |
| You are starting out with few resources | Zoho Desk |
| You're looking for a customizable interface | Both (slight Zendesk advantage) |
| You rely on intelligent automation | Zoho Desk (Zia) |
| You need to integrate lots of tools | Zendesk |
| You want a solution that's quick to learn | Zoho Desk |
FAQ on Zendesk vs Zoho Desk
Is Zendesk better suited to large enterprises than Zoho Desk?
Yes, Zendesk is often chosen by medium to large-sized companies, thanks in particular to its scalability, native omnichannel and massive ecosystem of integrations. It's a robust tool for complex structures.
Is Zoho Desk suitable for start-ups and SMEs?
Absolutely. Zoho Desk is designed for small teams, with a simple interface, a free plan, powerful automations and native integration with other Zoho tools (CRM, Campaigns, etc.). Excellent value for money for startups.
Which is easier to learn?
Zoho Desk is quicker to deploy and more intuitive from day one. Zendesk, although very well designed, requires a little more configuration if you want to exploit its full potential.
Which solution offers the best AI?
Zoho Desk integrates Zia, its in-house artificial intelligence, right from the intermediate plans. It is capable of tagging tickets, analyzing sentiment, suggesting answers... Zendesk is more oriented towards "personalized automations" than true predictive AI.
Do both tools offer multi-channel support?
Yes, but Zendesk offers a more native and fluid omnichannel experience, particularly on voice, chat and social networking channels. Zoho Desk also covers several channels, but sometimes with the help of Zoho extensions.
Is it easy to integrate these tools with a CRM?
- Zendesk integrates very well with third-party CRMs such as Salesforce, HubSpot, Pipedrive...
- Zoho Desk is perfectly integrated with Zoho CRM, but integration with external tools is a little more limited.
Does either software offer a free plan?
Yes: Zoho Desk offers a free plan for 3 agents, with basic functions. Zendesk doesn't offer a free plan, only a 14-day free trial.
Which is the cheaper of the two?
Zoho Desk, without hesitation. Its plans start at €20 / month / agent, compared with €55 for Zendesk. And it offers advanced features right from the intermediate plans.
Article translated from French