Last Updated: February 2024
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.
- What is Zohodesk?
- What is Zendesk?
- Zohodesk vs Zendesk: A Quick Comparison
- Zohodesk vs Zendesk: Helpdesk Features
- Zohodesk vs Zendesk: Marketing Features
- Zohodesk vs Zendesk: Sales Features
- Zohodesk vs Zendesk: Pricing
- 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:
|Pricing Starts At
|Free, $14 per user, per month
|$49 per user, per month
|Email, voice, SMS, live chat, and website support
|Email, voice, SMS, live chat, and website support
|Social Media Integration
|Social Media Integration
|Reporting & Statistics
|Reporting & Statistics
|Service Level Agreement (SLA) management
|Service Level Agreement (SLA) management
|Gamescope for Agents
|Unified agent workspace
|15-day free trial
|30-day free trial
Zohodesk vs Zendesk: Helpdesk Features
Customizable Ticket Layouts
Transfers Between Agents and Departments
Multilingual Knowledge Base
Gamescope for Agents
- 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.
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 tag 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.
Drag-and-drop Template Editor
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.
|Real-time Customer Monitoring
|Customizable Deal Pipeline
|Lead and Deal Scoring
|Task and Appointment Setting
|Pre-built Sales Dashboards
- 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 current online users. Moreover, this information includes 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. Additionally, these actions streamline automated processes.
Sales processes have several stages, and different teams may be responsible for completing 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
Three different pricing plans, along with a free limited plan, are currently offered. 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 that has 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.
Zendesk Pricing Structure
Zendesk offers multiple pricing plans based on requirements. Their pricing also applies to the pay-per-agent subscription model.
- The Team plan costs $55/user/month. This is the starting plan for the Zendesk Suite
- The Growth plan costs $89/user/month. This plan includes all the Team plan features.
- The Professional plan costs $115/user/ month. This plan includes all the Team and Growth plan features.
- If you want an all-in-one platform with customized features, they even have an enterprise-ready plan starting with custom pricing.
- Looking for a basic support solution? They also have a limited plan that starts at $19 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?
Zohodesk vs Zendesk: Is There a Clear Winner?
As you can see, both Zohodesk and Zendesk are impressive in their own right; however, 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; furthermore, they offer a wide range of additional integrations and features to help your team better navigate its communication strategy.
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, Saufter.io 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, and easy to set up, and most agents can get started on Helplama with little to no training.
So, what are you waiting for?