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Software · head to head

Zendesk vs Zoom

Zendesk logo

Zendesk

Software

Champions of customer service

From
$19/month
Rated
-
Full reviewWebsite
Zoom logo

Zoom

Software

Video conferencing that's easy, reliable, and secure

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Zoom 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; Zoom cost creep from add-ons increases pricing from $14/user to $25+/user when including Phone and advanced features
  • They diverge on capability: Zendesk covers Ticket management, Zoom covers HD video & audio.

Where they differ

Only the attributes on which Zendesk and Zoom actually diverge.

Attributes where Zendesk and Zoom differ
AttributeZendeskZoom
Starting price$19/monthFree
Free tierNoYes
PlatformsWebWeb, iOS, Android, Windows, macOS
Founded20072011

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

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

Only in Zoom

  • HD video & audio
  • Screen sharing
  • Recording & transcripts
  • Virtual backgrounds
  • Breakout rooms
  • Polling & Q&A
  • Chat
  • Whiteboard

Both cover

  • Slack
  • Salesforce
  • Microsoft Teams
  • SOC2
  • HIPAA
  • FedRAMP

What people use each for

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

Zendesk

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

Zoom

  • Team meetingsnot Zendesk
  • Webinarsnot Zendesk
  • Virtual eventsnot Zendesk
  • Online trainingnot Zendesk
  • Telehealthnot 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

Zoom

  • Cost creep from add-ons increases pricing from $14/user to $25+/user when including Phone and advanced features
  • Feature set is overwhelming with complex navigation and too many options
  • Limited analytics and coaching features compared to dedicated contact center platforms
  • Call recording and admin oversight lack strict governance needed for regulated industries

Pricing, plan by plan

Zendesk

$19/month

No published plan breakdown. See the Zendesk review.

Zoom

Free
  • BasicFree
    • 100 participants
    • 40-minute group meetings
    • Unlimited 1-on-1 meetings
  • Pro$14.99/month
    • 100 participants
    • 30-hour group meetings
    • Cloud recording (5GB)
  • Business$19.99/month
    • 300 participants
    • Single sign-on
    • Recording transcripts
  • Enterprise$25/month
    • 500 participants
    • Advanced admin features
    • Executive business review

Which should you pick?

Choose Zendesk if

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

Choose Zoom if

  • You need hd video & audio.
  • You want to start without paying.
  • You work on Web, iOS, Android, Windows, macOS.
  • You also want screen sharing.
Zoom review

Questions people ask

Is Zendesk or Zoom better?
Neither clearly leads. Zendesk starts at $19/month and Zoom at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Zendesk or Zoom?
Zoom has a free tier; the other does not. Paid plans start at $19/month for Zendesk and Free for Zoom.
Does Zendesk or Zoom run on more platforms?
Zendesk runs on Web. Zoom runs on Web, iOS, Android, Windows, macOS.
Can I use Zoom for free?
Yes. Zoom 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 Zoom is typically brought in for.
What can Zendesk do that Zoom cannot?
Zendesk covers Ticket management, Omnichannel support, Knowledge base, Live chat. Zoom covers HD video & audio, Screen sharing, Recording & transcripts, Virtual backgrounds. Both handle Slack, Salesforce, Microsoft Teams, SOC2.

Answered from the vendors’ own pages

Zoom: What are Zoom's main pricing tiers?

Zoom offers a free Basic plan with 40-minute limits for group meetings, Pro at $14.16/user/month, Business at $15.58/user/month with 300 participant capacity, and Enterprise with custom pricing. Additional costs apply for Phone ($10.50/user/month), Webinars, and Rooms.

Source
Zoom: What integrations does Zoom support?

Zoom integrates with Salesforce, Slack, Microsoft 365, Google Workspace, HubSpot, Zendesk, and many other business applications, though integration depth varies by partner.

Source
Zoom: Can Zoom be used for webinars?

Yes, Zoom Webinars is available as a separate product starting at $66.67 per month, providing larger audience capabilities and specialized webinar features.

Source
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Related pages

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