Compare Zoho Desk vs. Zendesk

Zoho Desk offers two priced packages plus a free version packed with basic business support features. A 15-day trial with no credit card requirement is also available for businesses and individuals who want to take Zoho Desk for a spin.

Free

• 3 Agents
• Email Inbox & Web-form
• Work Modes
• Customizable Help Center
• Knowledge Base
• Community Forums
• Re-Branding
• Domain Mapping
• Priority SLAs
• Basic Reports
• Agent Dashboards
• Manager Dashboards
• Ticket Overview Dashboard
• The Team Feed
• Remote Support (for one user)

You can easily start Zoho Suport free trial here.

Professional – $15/agent/month (billed monthly) or $12/agent/month (billed annually) plus tax, as applicable

All Free features plus:

• Multi-channel Support
• Helpdesk Automations
• Multi-department Management
• Advanced SLAs w/ Business Hours
• Two-way data sync with Zoho CRM
• Customer Happiness Ratings
• Cloud Telephony using Twilio
• Advanced Reports & Dashboards
• Zoho BugTracker Integration

Enterprise – $30/agent/month (billed monthly) or $25/agent/month (billed annually) plus tax, as applicable

All Professional features plus:

• Multi-brand Help Center
• Scheduled Reports
• Cross Department Reports
• Contract Management
• Custom Ticket Templates
• Role Based Access Control
• Live Chat Support

Zendesk offers different pricing plans for its various modules. A 30-day free trial is also available.

Zendesk Support

Essential – $9/agent per month or $5/agent per month (billed annually)

• Email & social channels
• Basic help center
• Web Widget & Mobile SDK

Team – $25/agent per month or $19/agent per month (billed annually)

• All Essential features, plus:
• Business rules
• Performance Dashboards
• Public apps and integrations

Professional – $59/agent per month or $49/agent per month (billed annually)

• All Team features, plus:
• Multilingual content
• CSAT surveys
• Custom reports & dashboards

Enterprise – $125/agent per month or $99/agent per month (billed annually)

• All Professional features, plus:
• Custom agent roles
• Multibrand support
• Multiple ticket forms
• Launch Success Program
• Satisfaction Prediction

Elite – $199/agent per month (billed annually)

• All Enterprise features, plus:
• Unlimited light agents
• 99.9% uptime SLA
• 1 hour service level objective
• Advanced encryption & security
• Data center location

Zendesk Chat

Lite – Free

• 1 concurrent chat
• Chat rating
• 30-day chat history

Team – $19/agent per month or $14/agent per month (billed annually)

• All Lite features, plus:
• Unlimited chats
• 2 triggers
• 2 departments
• Zendesk Message
• Widget customization
• Public apps

Professional – $35/agent per month or $29/agent per month (billed annually)

• All Team features, plus:
• Unlimited triggers
• Unlimited departments
• Operating hours
• Chat and agent reports
• Conversion Tracking

Enterprise – $70/agent per month or $59/agent per month (billed annually)

• All Professional features, plus:
• Widget unbranding
• Real-time monitor
• Roles and permissions
• Skills-based routing
• Web SDK
• 24/7 live chat support

Zendesk Talk

Lite – Pay for usage only, per agent per month

• Limit of 1 phone number
• Automatic ticket creation
• Call recording & voicemail transcription

Team – Usage sold separately, $25/agent per month or $19/agent per month (billed annually)

• All Lite features, plus:
• Multiple phone numbers
• Warm transfer
• Business hours
• Text messaging

Professional – Usage sold separately, $59/agent per month or $49/agent per month (billed annually)

• All Team features, plus:
• IVR phone trees
• Call monitoring & barging
• Callback from queue
• Real-time analytics
• Insights reporting

Enterprise – Usage sold separately, $110/agent per month or $89/agent per month (billed annually)

• All Professional features, plus:
• Launch Success Program
• Monthly Diagnostics
• Talk Usage 99.95% SLA
• Failover on demand

Partner Edition – Does not inlcue cost of partner solution, $14/agent per month or $9/agent per month (billed annually)

• Access to telephony integrations & CTI toolkit for:
• Embedded softphone
• Caller ID & history
• Tickets with call data and agent assignment

Zendesk Guide

Lite – Free

• Included with Zendesk Support
• Knowledge base
• Support request form
• Google Analytics reporting

Professional – $19/agent per month or $15/agent per month (billed annually)

• All Lite features, plus:
• Custom themes
• Multilingual content
• Agent knowledge base
• Community forums
• Customer requests portal
• Performance dashboards
• Knowledge Capture app

Enterprise – $34/agent per month or $29/agent per month (billed annually)

• All Professional features, plus
• Team Publishing
• Content Cues
• Multiple help centers
• Integrated Knowledge Capture workflow

Answer Bot – Optional, from $50 per month

• Automated replies to customers using knowledge base content

Zoho Desk FEATURES

• Ticketing System
• Call Center Software
• Social Support Software
• Agent Productivity
• Knowledge Base and Forums
• Company-wide Collaboration
• Reporting and Insights
• Help Desk Essentials

Zendesk FEATURES

• Flexible ticket management with automated workflow
• Multi-channel support: email, web, phone, chat, social media
• Mobile support with native iPhone, iPad, and Android apps
• Robust reporting and advanced analytics
• Customer facing web interface that you can easily brand
• Knowledge base portal and community forums included
• Over 100 out-of-the-box integrations with 3rd party apps
• Open API enabling seamless integration into your business
• Multi-brand support with linked accounts
• Unlimited, free “light agents” (Enterprise plan only)
• Group rules and macros
• Screencasting
• Public and private forums
• Full CSS rebranding
• Multi locale (timezone and languages)
• Export ticket views to CSV
• SSO with Twitter, Facebook, Google and SAML
• REST API
• Pre-built: Salesforce, SugarCRM