There’s no doubt that Zohodesk and Zendesk are two of the most popular helpdesks out there. However, we understand how time-consuming it can be to go through various feature lists and thoroughly compare these two platforms. Particularly given that these helpdesks serve similar purposes, have different pricing models and offer distinct features.

Well, we’ve got you covered. In this guide, let’s compare two of the most popular customer service solutions available in the market and see which one is best for your company: Zendesk or Zohodesk.

We’ll compare them overall while also focusing on their specific features to determine which one is a better fit for your company.

  1. What is Zohodesk?
  2. What is Zendesk?
  3. Zohodesk vs Zendesk: A Quick Comparison
  4. Zohodesk vs Zendesk: Helpdesk Features
  5. Zohodesk vs Zendesk: Marketing Features
  6. Zohodesk vs Zendesk: Sales Features
  7. Zohodesk vs Zendesk: Pricing
  8. Zohodesk vs Zendesk: Is There a Clear Winner?

First and foremost, let us get to know the platforms better: 

What is Zohodesk?

Zoho Desk is a cloud-based help desk solution that provides businesses with a wide range of customizable support options and channels for delivering high-quality, on-time customer service.

Thanks to features like multichannel communication, automation, and conversational AI, the platform can assist you with nearly every aspect of customer service.

Zoho Desk works not only with other Zoho products but also with a variety of other popular tools. 

What’s the best part? As your company grows, Zoho Desk will be able to scale with it

Zoho Desk includes a free version with limited support capabilities. They also offer a 15-day free trial for any plan you choose.

What is Zendesk?

It’ll be tough to find a helpdesk list out there without Zendesk mentioned on it. It is one of the most well-known and comprehensive help desk platforms on the market today.

If you need a tool to keep track of all of your customer interactions in one place, Zendesk has a wide range of features that make it an excellent choice for small and medium-sized businesses.

The user interface is straightforward and easy to use, allowing your team to get up and running quickly. It is also compatible with a wide range of third-party apps.

For setting up, they also provide comprehensive tutorials and a user-friendly help center.

The Zendesk help desk pricing plans begin at $49 per user/month. They also offer a free trial to test out all of the features.

Zohodesk vs Zendesk: A Quick Comparison

Here’s a quick rundown:

 

Zohodesk

Zendesk

Pricing Starts At Free, $14 per user, per month $49 per user, per month
Features Email, voice, SMS, live chat, and website support Email, voice, SMS, live chat, and website support
  Social Media Integration Social Media Integration
  Workflow Management Workflow Management
  Reporting & Statistics Reporting & Statistics
  Third-Party Integrations Third-Party Integrations
  Mobile Access Mobile Access
  Templates Templates
  Service Level Agreement (SLA) management Service Level Agreement (SLA) management
  Sentiment Predictions Activity Dashboard
  Gamescope for Agents Unified agent workspace
  Active Blueprints  
Free trial 15-day free trial 30-day free trial
Rating 4.4/5 4.3/5

Zohodesk vs Zendesk: Helpdesk Features

Features

Zohodesk

Zendesk

Ticketing System

Customisable Ticket Layouts

Conversation bots

Web Widget

SLAs

Transfers Between Agents and Departments  

Help Center

Multilingual Knowledge Base

Ticket Auto-Tagging

Reply Assistant

Gamescope for Agents

Sentiment Predictions

Active Blueprints

  • Ticketing System

An integrated system to engage customers through different channels and quickly convert them into tickets. 

  • Customizable Ticket Layouts

Create multiple support request forms, each with its own set of ticket fields, to allow you to collect specific information from the customer for each support request.

  • Conversation bots

This allows you to deploy custom bots. The best part is that they require no programming, training, or additional development work on your part. 

  • Web Widget

This is an application that you embed in a web page that gives customers access to your help center and the agents in your support channels.

  • SLAs

Service level agreements (SLAs) help you manage response and resolution time by automating actions based on ticket deadlines.

  • Transfers Between Agents and Departments  

You can transfer a session to a group, another agent, or an external number. When you transfer the session directly to an agent, you can consult with the other agent before handing off the chat. 

  • Help Center

Create a self-service portal for your customers. With a personalized portal, this serves as a dedicated space for your customers to manage their support requests and community contributions.

  • Multilingual Knowledge Base

With integrated knowledge management, your agents and internal teams can easily add new information in multiple languages and respond faster and more accurately when assisting customers.

  • Ticket Auto-Tagging

You can assign a bot to identify key aspects of each ticket and tags them appropriately. 

  • Reply Assistant

Assign a bot that can share relevant solutions from your knowledge base directly with your customers.

  • Gamescope for Agents

Use custom incentives and rewards to encourage your agents to perform better.

  • Sentiment Predictions

Analyze incoming tickets to gauge the customer’s mood, so your agents know how to respond. 

  • Unified Agent Workspace

An Agent Workspace allows agents to work seamlessly across multiple channels from a single ticket interface. Your agents will no longer have to switch between dashboards in order to view and track customer issues. 

  • Active Blueprints

Create flowcharts with automated steps, notifications, and requirements to follow and keep processes on track

  • Email Integration

This allows you to provide email support without having to set up your own mail server.

  • Custom Email Templates

Create your own email templates for notifications and agent responses

  • Custom Reports

Create your own custom reports to keep track of metrics that matter to you

  • Customer Satisfaction Surveys

Allows you to send automated satisfaction surveys to your customers. The results can later be analyzed. 

Zohodesk vs Zendesk: Marketing Features

Most of the Marketing features mentioned below are through integrations with other Zoho apps and Zendesk Sell. 

Features

Zohodesk

Zendesk

Omnichannel Marketing

Customizable Templates

Bulk Emailing

Document Storage

A/B Testing

Bulk Segments

Contact Scoring

Campaign Management

Task Automation

Drag-and-drop Template Editor

UTM Parameters

Reports and Analytics

  • Omnichannel Marketing

Connect with your customers via various channels. Send out customizable marketing messages, buttons, and call-to-action links that match the look and feel of your brand across multiple platforms.

  • Customizable Templates

Customize the look and feel of email notifications sent to your customers. Each template can be edited to match your brand’s look and feel, including color scheme, font, images, and more.

  • Bulk Emailing

This feature allows you to send an email to a large number of recipients at once. This can be used to promote new products/services in your marketing campaigns.

  • Document Storage

This enables your team to upload and attach documents to a shared storage space that many team members use on a regular basis. These documents can be attached to leads, contacts, and deals, as well as included in emails.

  • A/B Testing

Conduct an A/B test, create two versions of an email, and then distribute equal traffic to both versions. When the testing period is over, you’ll be able to see which version received the most opens and clicks.

  • Bulk Segments

This feature allows for customer segmentation based on criteria such as geography (country, state, city), demography (age, gender), behavior, purchasing patterns, and more.

  • Contact Scoring

Manage and analyze your contacts to find high-quality leads and learn about their stage in the sales funnel.

  • Campaign Management

With campaign management tools, you can design, approve, and organize your content. Assign custom roles and privileges to your team members to ensure that your campaigning process is completely adaptable.

  • Task Automation

Create automated task actions to improve the efficiency of your workflow. For example, whenever a new lead, contact, or deal is added, you can automatically create a standard workflow task for your team.

  • Drag-and-drop Template Editor

With an easy-to-use drag-and-drop template editor that allows you to create custom campaigns, you can make designing email campaigns simple.

  • UTM Parameters

Appends on UTM parameters to your Campaign’s primary link. This allows you to see any traffic directed to your primary link in Google Analytics.

  • Reports and Analytics

Use built-in reports to view and analyze important information about your customers and campaigns. When you require reports that are tailored to your specific requirements, the helpdesk allows you to create your own.

Zohodesk vs Zendesk: Sales Features

Most of the Sales features mentioned below are through integrations with other Zoho apps and Zendesk Sell. 

Features Zohodesk Zendesk
Live Dashboard
Real-time Customer Monitoring
Proactive Messaging 
Sales Signals
Video Calls
Customizable Deal Pipeline
Inventory Management
Lead and Deal Scoring
Task and Appointment Setting
Sales Triggers
Blueprint
Pre-built Sales Dashboards 
Sales Forecasting 

 

  • Live Dashboard

A live dashboard can be used as a real-time monitoring tool and, a proactive messaging channel for your sales team. This allows you to see the total number of customers who are currently active and online for your website or app.

  • Real-time Customer Monitoring

Your sales team will also have access to details of currently online users, which include their local timezone, geolocation, current URL, and a list of historical activity events.

  • Proactive Messaging 

At any given moment, you or your teammate can choose to message customers or guest users who start browsing your website or app with a real-time cue.

  • Sales Signals

This feature provides real-time notifications from your leads, contacts, or potential customers.

  • Customizable Deal Pipeline

You get to customize how deals move through your pipeline by customizing pipeline stages to reflect your sales cycle. You will also be provided with a high-level overview of your sales pipeline.

  • Inventory Management

Manage your pre-sales and post-sales accounting in one application. Once a deal is closed, the feature allows the creation of invoices, sales orders, and so on.

  • Lead and Deal Scoring 

Lead and deal scoring can assist your sales team in focusing on the most important opportunities. This feature lets you define scoring formulas to help determine if your leads are good, or not.

  • Task and Appointment Setting

Your sales team can set up and manage appointments and tasks for your leads, contacts, and deals. Your appointments and tasks are tracked along with all the other required information.

  • Sales Triggers

Lets you set up sales triggers to automate specific parts of each sales rep’s workflow. Trigger actions are carried out whenever a specific event occurs and the predefined conditions are met.

  • Blueprint

Sales processes have several stages, and different teams may be responsible to complete each stage. This feature lets you manage lead generation and follow-up deals closure and order management using automation, validation, and collaboration.

  • Pre-built Sales Dashboards 

Pre-built dashboards with sales metrics enable you to view, share, and customize reports that provide an overview of your sales data.

  • Sales Forecasting 

This feature provides you with data points to help you forecast future sales, cash flow, and which deals may require additional attention.

Zohodesk vs Zendesk: Pricing

Zohodesk Pricing Structure

Zohodesk currently offers three different pricing plans along with a free limited plan. Zohodesk’s pricing applies the pay-per-agent subscription model.

  • The Standard plan is Zohodesk’s entry-level pricing plan. The Standard plan costs $14 per user, per month.
  • The Professional plan costs $23 per user, per month. This plan includes all of the Standard plan features.
  • The Enterprise plan costs $40 per user, per month. This plan includes all of the Standard and Professional plan features.

You can start with a free plan having all the basic helpdesk software features. (Email Ticketing, Customer Management, Help Center, Private Knowledge Base, Mobile Apps, etc). It also includes three free agent seats.

We discovered that Zoho Desk has useful customization features that can assist you in tailoring the help desk software to your specific brand requirements.

Check Pricing

Zendesk Pricing Structure

Zendesk offers multiple pricing plans based on requirements. Their pricing also applies the pay-per-agent subscription model.

  • The Team plan costs $49 per user, per month. This is the starting plan for the Zendesk Suite
  • The Growth plan costs $79 per user, per month. This plan includes all of the Basic plan features.
  • The Professional plan costs $99 per user, per month. This plan includes all of the Basic and Pro plan features.

The price breakdowns on Zendesk can get quite specific depending on the solutions and features you’re looking for. If you’re looking for a basic support solution, they have a limited plan that starts at $19 per agent per month.

Interested in some of the earlier discussed sales and marketing features? you’ll have to opt for Zendesk Sell(The Zendesk Sell Team plan starts at $19 and goes up to $99 per agent/month). 

If you want an all-in-one platform with customized features, they even have an enterprise-ready plan. (The plan begins at $215 per agent per month.)

Want to know more about the detailed pricing breakdown of Zendesk? Then, go through our post on Zendesk Pricing: What Will It Cost You, And Is It Worth It?

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Zohodesk vs Zendesk: Is There a Clear Winner?

As you can see, both Zohodesk and Zendesk are impressive in their own right, and the decision between the two is entirely dependent on your company’s needs.

Have a look at these points before you opt for one:

  • Zendesk is one of the most well-known helpdesk platforms on the market today. However, it tends to perform better for larger multiple team instances where tickets must be assigned among a large number of employees. If you have a phone-centric support team that requires a highly configurable solution, Zendesk can help you a lot.
  • If you are a small/medium business looking for a ticket management solution with a customizable AI to handle most tasks, choose Zohodesk. The platform also provides a wider range of reporting options, robust integrations, and overall platform security. The best part? There is a free plan that includes all of the basic helpdesk software features.

Both platforms are well-designed helpdesk systems that offer a wide range of additional integrations and features to help your team better navigate its communication strategy.

Bottom Line:

So, Zohodesk vs Zendesk. With the above factors compared, which tool do you think is the right one for your company? 

We hope this guide cleared up some questions and made it easier to choose a platform. 

If you want to make it easier for customers to contact your service team while also empowering your support reps to provide the best service possible, the Helplama helpdesk could be the platform for you. It is a multi-channel customer service help desk designed for small businesses and enterprise teams. The platform is designed to be cost-effective, easy to set up, and most agents can get started on Helplama with little to no training.

So, what are you waiting for? 

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