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Customer Support · head to head

Zendesk vs Zoho CRM

Zendesk logo

Zendesk

Customer Support

Champions of customer service

From
$19/month
Free plan
No
Full reviewWebsite
Zoho CRM logo

Zoho CRM

CRM

The world's favorite CRM

From
Free
Free plan
Yes
Full reviewWebsite

The short version

  • Only Zoho CRM has a free tier, so it costs nothing to try first.
  • Each has a real cost: Zendesk aI agents operate on per-resolution billing; customers pay only when an AI agent successfully resolves a ticket without escalation; Zoho CRM free tier limited to 3 users only
  • They diverge on capability: Zendesk covers Ticket management, Zoho CRM covers Lead management.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Zendesk and Zoho CRM actually diverge.

Attributes where Zendesk and Zoho CRM differ
AttributeZendeskZoho CRM
Starting price$19/monthFree
Free tierNoYes
PlatformsWebWeb, Ios, Android, Api
CategoryCustomer SupportCRM
Founded20071996

Identical on both: pricing model (subscription), 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 Zendesk

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

Only in Zoho CRM

  • Lead management
  • Deal tracking
  • Contact management
  • Sales automation
  • Analytics
  • Mobile CRM
  • Email marketing
  • AI assistant (Zia)

Both cover

  • Slack
  • Mailchimp
  • SOC2
  • ISO27001
  • HIPAA

What people use each for

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

Zendesk

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

Zoho CRM

  • Sales automationnot Zendesk
  • Lead managementnot Zendesk
  • Customer supportnot Zendesk
  • Marketing automationnot Zendesk
  • Analytics & reportingnot Zendesk

Where each one falls short

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

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

Zoho CRM

  • Free tier limited to 3 users only
  • Steep pricing when scaling beyond 10 users
  • Limited offline capabilities compared to some competitors
  • Setup and configuration can require significant customization

Pricing, plan by plan

Zendesk

$19/month

No published plan breakdown. See the Zendesk review.

Zoho CRM

Free
  • FreeFree
    • Up to 3 users
    • Basic modules
    • Standard dashboards
  • Standard$14/month
    • Sales forecasting
    • Custom dashboards
    • Workflow automation
  • Professional$23/month
    • Inventory management
    • AI predictions
    • Advanced customization
  • Enterprise$40/month
    • Zia AI assistant
    • Multi-currency
    • Advanced analytics

Which should you pick?

Choose Zendesk if

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

Choose Zoho CRM if

  • You need lead management.
  • You want to start without paying.
  • You work on Web, Ios, Android, Api.
  • You also want deal tracking.
Zoho CRM review

Questions people ask

Is Zendesk or Zoho CRM better?
Neither clearly leads. Zendesk starts at $19/month and Zoho CRM at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Zendesk or Zoho CRM?
Zoho CRM has a free tier; the other does not. Paid plans start at $19/month for Zendesk and Free for Zoho CRM.
Does Zendesk or Zoho CRM run on more platforms?
Zendesk runs on Web. Zoho CRM runs on Web, Ios, Android, Api.
Can I use Zoho CRM for free?
Yes. Zoho CRM has a free tier, so you can try it without paying. Zendesk starts at $19/month.
What is Zendesk best used for?
Zendesk is most often used for help desk and ticketing system management, omnichannel customer support, knowledge base and self-service portals, ai-assisted customer service. Of those, help desk and ticketing system management and omnichannel customer support are not what Zoho CRM is typically brought in for.
What can Zendesk do that Zoho CRM cannot?
Zendesk covers Ticket management, Omnichannel support, Knowledge base, Live chat. Zoho CRM covers Lead management, Deal tracking, Contact management, Sales automation. Both handle Slack, Mailchimp, SOC2, ISO27001.

Answered from the vendors’ own pages

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
Zoho CRM: Does Zoho CRM have a free tier?

Yes. Zoho CRM offers a free plan for up to 3 users that includes core CRM functionality like lead, contact, and account management, basic workflow automation, and customizable dashboards.

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
Zoho CRM: What does Zoho CRM cost for a paid plan?

Zoho CRM pricing ranges from $14 per user per month for the Standard plan up to $52 per user per month for the Ultimate plan when billed annually. Most sales teams use the Professional plan around $23/user/month or Enterprise at $40/user/month.

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
Zoho CRM: Is Zoho CRM independent or owned by another company?

Zoho CRM is part of Zoho Corporation, which is independent and bootstrapped. The parent company was founded in 1996 as AdventNet, rebranded to Zoho in 2009, and has never accepted external venture funding.

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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