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All industries · head to head

Loom vs Zendesk

Loom logo

Loom

All industries

Record instantly, share anywhere

From
Free
Rated
-
Full reviewWebsite
Zendesk logo

Zendesk

All industries

Champions of customer service

From
$19/month
Rated
-
Full reviewWebsite

The short version

  • Only Loom has a free tier, so it costs nothing to try first.
  • Each has a real cost: Loom free tier capped at 25 total videos with 5-minute maximum recording length per video; 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: Loom covers Screen & camera recording, Zendesk covers Ticket management.

Where they differ

Only the attributes on which Loom and Zendesk actually diverge.

Attributes where Loom and Zendesk differ
AttributeLoomZendesk
Starting priceFree$19/month
Pricing modelfreemiumsubscription
Free tierYesNo
Founded20152007

Identical on both: platforms (Web), user rating (Not yet rated), category (All industries).

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 Loom

  • Screen & camera recording
  • Instant sharing
  • Video editing
  • Viewer analytics
  • Comments & reactions
  • Transcription
  • Custom CTAs
  • Drawing tools

Only in Zendesk

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

Both cover

  • Slack
  • Jira
  • SOC2

What people use each for

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

Loom

  • Asynchronous video communication and screen recordingnot Zendesk
  • Product demonstrations and tutorialsnot Zendesk
  • Meeting transcription and documentationnot Zendesk
  • Team communication and knowledge sharingnot Zendesk

Zendesk

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

Where each one falls short

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

Loom

  • Free tier capped at 25 total videos with 5-minute maximum recording length per video
  • Free tier limited to 50 workspace members
  • AI features (auto-meeting recaps, auto-notes, auto-editing) only available on paid Business+AI and Enterprise tiers
  • Video branding (Loom logo) appears on free and Business plan videos; only removed on Business+AI tier

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

Loom

Free

No published plan breakdown. See the Loom review.

Zendesk

$19/month

No published plan breakdown. See the Zendesk review.

Which should you pick?

Choose Loom if

  • You need screen & camera recording.
  • You want to start without paying.
  • You also want instant sharing.
Loom review

Choose Zendesk if

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

Questions people ask

Is Loom or Zendesk better?
Neither clearly leads. Loom starts at Free and Zendesk at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Loom or Zendesk?
Loom has a free tier; the other does not. Paid plans start at Free for Loom and $19/month for Zendesk.
Does Loom or Zendesk run on more platforms?
Both run on Web, so platform support will not decide this one for you.
Can I use Loom for free?
Yes. Loom has a free tier, so you can try it without paying. Zendesk starts at $19/month.
What is Loom best used for?
Loom is most often used for asynchronous video communication and screen recording, product demonstrations and tutorials, meeting transcription and documentation, team communication and knowledge sharing. Of those, asynchronous video communication and screen recording and product demonstrations and tutorials are not what Zendesk is typically brought in for.
What can Loom do that Zendesk cannot?
Loom covers Screen & camera recording, Instant sharing, Video editing, Viewer analytics. Zendesk covers Ticket management, Omnichannel support, Knowledge base, Live chat. Both handle Slack, Jira, SOC2.
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