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Software · head to head

Zendesk vs Zoho Desk

Zendesk logo

Zendesk

Software

Champions of customer service

From
$19/month
Rated
-
Full reviewWebsite
Zoho Desk logo

Zoho Desk

Software

Context-aware help desk software

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Zoho Desk 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 Desk free plan caps at three user licenses; paid plans (Express, Standard, Professional, Enterprise) are billed annually to get the listed rate, with monthly billing costing more, and light user seats are priced separately from full agent seats
  • They diverge on capability: Zendesk covers Omnichannel support, Zoho Desk covers Multi-channel support.

Where they differ

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

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

Identical on both: pricing model (subscription), user rating (Not yet rated), category (Unknown).

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

  • Omnichannel support
  • Live chat
  • Call center
  • Analytics & reporting
  • Customer satisfaction
  • Jira
  • Shopify
  • Microsoft Teams

Only in Zoho Desk

  • Multi-channel support
  • AI assistant
  • Reporting
  • Zoho CRM
  • G Suite
  • Microsoft 365
  • GDPR
  • Web support

Both cover

  • Ticket management
  • Knowledge base
  • Automation
  • Slack
  • Salesforce
  • SOC2
  • ISO27001

What people use each for

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

Zendesk

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

Zoho Desk

  • Multi-channel supportnot Zendesk
  • IT help desknot Zendesk
  • Customer servicenot 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 Desk

  • Free plan caps at three user licenses; paid plans (Express, Standard, Professional, Enterprise) are billed annually to get the listed rate, with monthly billing costing more, and light user seats are priced separately from full agent seats

Pricing, plan by plan

Zendesk

$19/month

No published plan breakdown. See the Zendesk review.

Zoho Desk

Free
  • FreeFree
    • 3 agents
    • Email ticketing
    • Help center
  • Standard$14/month
    • Social channels
    • Workflow automation
    • Customer happiness ratings
  • Professional$23/month
    • Multi-department
    • Round-robin assignment
    • Custom fields
  • Enterprise$40/month
    • AI Zia
    • Multi-brand help center
    • Advanced analytics

Which should you pick?

Choose Zendesk if

  • You need omnichannel support.
  • You also want live chat.
Zendesk review

Choose Zoho Desk if

  • You need multi-channel support.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want ai assistant.
Zoho Desk review

Questions people ask

Is Zendesk or Zoho Desk better?
Neither clearly leads. Zendesk starts at $19/month and Zoho Desk at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Zendesk or Zoho Desk?
Zoho Desk has a free tier; the other does not. Paid plans start at $19/month for Zendesk and Free for Zoho Desk.
Does Zendesk or Zoho Desk run on more platforms?
Zendesk runs on Web. Zoho Desk runs on Web, Ios, Android.
Can I use Zoho Desk for free?
Yes. Zoho Desk 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 Desk is typically brought in for.
What can Zendesk do that Zoho Desk cannot?
Zendesk covers Omnichannel support, Live chat, Call center, Analytics & reporting. Zoho Desk covers Multi-channel support, AI assistant, Reporting, Zoho CRM. Both handle Ticket management, Knowledge base, Automation, Slack.
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