We performed a comparison between Zendesk and Zoho Desk based on real PeerSpot user reviews.
Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"It's a very stable tool, very powerful."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"We rarely had issues with Zendesk."
"It's very convenient to use."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"It is a scalable solution."
"The product has a lot of features."
"The solution doesn't have any bugs."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."
"The product is quite stable."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"The ticketing feature is very easy to use, compared to other systems."
"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"The dashboard could be better."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"The solution itself wasn't easy to set up."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"The price of the solution should be reduced."
"It could be easier to link Zoho Desk and Outlook."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"There is room for improvement with the pricing."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"Zoho Desk needs to be enhanced to support IT service management policies."
"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."
"Sometimes, the solution has some email issues in a new data center."
"Zoho Desk lacks lookup fields for the layouts."
Zendesk is ranked 5th in CRM Customer Engagement Centers with 57 reviews while Zoho Desk is ranked 6th in CRM Customer Engagement Centers with 19 reviews. Zendesk is rated 8.2, while Zoho Desk is rated 8.4. The top reviewer of Zendesk writes "Stable tool, making it reliable for handling tasks but difficult initial setup". On the other hand, the top reviewer of Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshservice and Freshdesk. See our Zendesk vs. Zoho Desk report.
See our list of best CRM Customer Engagement Centers vendors and best Help Desk Software vendors.
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