Softwr

CRM · head to head

Gong vs Zendesk

Gong logo

Gong

CRM

Revenue intelligence platform

From
$1600/user-per-year
Rated
-
Full reviewWebsite
Zendesk logo

Zendesk

Customer Support

Champions of customer service

From
$19/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Gong pricing not published; custom quotes and high platform fees make budget forecasting difficult; Zendesk aI agents operate on per-resolution billing; customers pay only when an AI agent successfully resolves a ticket without escalation
  • They diverge on capability: Gong covers Call recording, Zendesk covers Ticket management.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Gong and Zendesk actually diverge.

Attributes where Gong and Zendesk differ
AttributeGongZendesk
Starting price$1600/user-per-year$19/month
Pricing modelUnknownsubscription
PlatformsWeb, Cloud-based SaaSWeb
CategoryCRMCustomer Support
Founded20162007

Identical on both: free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Gong

  • Call recording
  • AI transcription
  • Deal intelligence
  • Market intelligence
  • Team coaching
  • HubSpot
  • Zoom
  • SOC 2 Type II

Only in Zendesk

  • Ticket management
  • Omnichannel support
  • Knowledge base
  • Live chat
  • Call center
  • Analytics & reporting
  • Automation
  • Customer satisfaction

Both cover

  • Salesforce
  • Microsoft Teams
  • Slack
  • HIPAA

What people use each for

The jobs each tool is most often brought in to do.

Gong

  • Call analysisnot Zendesk
  • Deal forecastingnot Zendesk
  • Sales coachingnot Zendesk
  • Win/loss analysisnot Zendesk

Zendesk

  • Help desk and ticketing system managementnot Gong
  • Omnichannel customer supportnot Gong
  • Knowledge base and self-service portalsnot Gong
  • AI-assisted customer servicenot Gong

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Gong

  • Pricing not published; custom quotes and high platform fees make budget forecasting difficult
  • Built for sales calls only; limited contact center and multi-channel conversation coverage
  • Forecasting and Engage modules use keyword-based analysis with 20-30 minute processing delay, not generative AI
  • Conversation analysis cannot capture internal buyer meetings or decision-making discussions

Zendesk

  • AI agents operate on per-resolution billing; customers pay only when an AI agent successfully resolves a ticket without escalation
  • Copilot and Contact Center features available as separate add-ons at £50+/agent/month
  • Advanced routing, workforce engagement, and approval workflows limited to Enterprise tier
  • Highest tier requires sales consultation and custom pricing

Pricing, plan by plan

Gong

$1600/user-per-year

No published plan breakdown. See the Gong review.

Zendesk

$19/month

No published plan breakdown. See the Zendesk review.

Which should you pick?

Choose Gong if

  • You need call recording.
  • You work on Web, Cloud-based SaaS.
  • You also want ai transcription.
Gong review

Choose Zendesk if

  • You need ticket management.
  • You also want omnichannel support.
Zendesk review

Questions people ask

Is Gong or Zendesk better?
Neither clearly leads. Gong starts at $1600/user-per-year and Zendesk at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Gong or Zendesk?
Gong starts at $1600/user-per-year and Zendesk at $19/month.
Does Gong or Zendesk run on more platforms?
Gong runs on Web, Cloud-based SaaS. Zendesk runs on Web.
What is Gong best used for?
Gong is most often used for call analysis, deal forecasting, sales coaching, win/loss analysis. Of those, call analysis and deal forecasting are not what Zendesk is typically brought in for.
What can Gong do that Zendesk cannot?
Gong covers Call recording, AI transcription, Deal intelligence, Market intelligence. Zendesk covers Ticket management, Omnichannel support, Knowledge base, Live chat. Both handle Salesforce, Microsoft Teams, Slack, HIPAA.

Answered from the vendors’ own pages

Gong: How much does Gong cost?

Gong pricing starts around $1,600 per user per year, with a mandatory platform fee of $5,000-$50,000 annually. Exact pricing is custom and requires a sales consultation.

Source
Zendesk: What is included in the free trial?

You'll have access to all features on the Zendesk Customer Service Suite Professional plan for 14 days, with Copilot included by default.

Source
Gong: Does Gong integrate with Salesforce?

Yes. Gong integrates with Salesforce via REST API to import account data and export conversation summaries, enabling searchable calls by CRM fields.

Source
Zendesk: How is Zendesk pricing calculated?

Base subscription pricing is determined by your selected plan tier and the number of agent seats needed. Additional costs include usage-based features like App Builder and Voice, plus optional add-ons.

Source
Gong: What conversations can Gong capture?

Gong was built primarily for sales call analysis and captures calls through integrations with major dialer systems. Coverage for contact center and multi-channel conversations is limited.

Source
Zendesk: What are the contract terms?

Zendesk subscriptions are month to month, annual, or multi-year. Annual billing typically costs less than monthly payments.

Source
Gong: Does Gong have an on-premise option?

Gong is a cloud-based SaaS platform without an on-premise deployment option. All conversation analysis and storage occurs in Gong's cloud infrastructure.

Source
Zendesk: Can I upgrade or downgrade my plan?

Yes, changes may apply immediately or at renewal depending on your subscription terms.

Source
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