# Zendesk vs Zoho Desk

**Leader by Vioscale score:** Zendesk

| Attribute | Zendesk | Zoho Desk |
|---|---|---|
| **Vioscale score** | 67.6 (73% (medium)) | 48.7 (73% (medium)) |
| deployment.options | `{"cloud":true}` | `{"cloud":true}` |
| description.long | A cloud platform that deploys AI agents to handle customer and employee service requests. Agents improve with each interaction, manage high volumes autonomously, and operate across voice and digital channels without requiring technical configuration. | AI customer service software that unifies customers, channels, and context to deliver exceptional customer service. Combines AI automation with human judgment for support team workflows. |
| features.capabilities | `{"hosting":"cloud","ai_agent":true,"free_tier":true,"ticketing":true,"omnichannel":true,"knowledge_base":true,"voice_telephony":true,"deployment_model":"cloud_managed_saas","automation_macros":true,"reporting_dashboards":true}` | `{"hosting":"cloud","ai_agent":true,"free_tier":true,"ticketing":true,"api_access":true,"omnichannel":true,"sla_routing":true,"shared_inbox":true,"knowledge_base":true,"automation_macros":true,"reporting_dashboards":true}` |
| integrations.count | 1,800 | 8 |
| integrations.list | - | `[{"name":"Google"},{"name":"YouTube"},{"name":"Zoho CRM"},{"name":"Zoho Creator"},{"name":"Zoho Books"},{"name":"Zoho RPA"},{"name":"Zoho Catalyst"},{"name":"Zoho Cliq"}]` |
| market.availability | - | `{"primaryMarkets":[],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` |
| platform.support | `{"web":true}` | `{"web":true}` |
| pricing | `{"freeTier":true,"sourceUrl":"https://www.zendesk.com","retrievedAt":"2026-08-13T16:47:54.531Z"}` | `{"freeTier":true,"sourceUrl":"https://www.zoho.com/desk/","retrievedAt":"2026-08-13T17:04:28.435Z"}` |
| pricing.free_tier | yes | yes |
| pricing.model | freemium | freemium |
| pricing.price_level | low | low |
| pricing.transparent | no | no |
| reliability.status_page | yes | yes |
| security.disclosure_policy | yes | yes |
| security.fedramp | yes | - |
| security.hipaa | yes | - |
| security.iso27001 | yes | yes |
| security.pci | yes | - |
| security.soc2 | yes | - |

## Capabilities (Customer Support)

| Capability | Zendesk | Zoho Desk |
|---|:--:|:--:|
| **Core** |  |  |
| Ticket / case management | ✓ | ✓ |
| **Channels** |  |  |
| Live chat | - | - |
| Shared inbox | - | ✓ |
| Omnichannel (email+chat+social+voice) | ✓ | ✓ |
| Voice / telephony | ✓ | - |
| **Self-service** |  |  |
| Self-service knowledge base | ✓ | ✓ |
| **Automation** |  |  |
| SLAs, triggers & routing | - | ✓ |
| Automation / macros | ✓ | ✓ |
| **AI** |  |  |
| AI agent / copilot | ✓ | ✓ |
| **Insight** |  |  |
| Reporting & dashboards | ✓ | ✓ |
| **Deployment** |  |  |
| Hosting | Cloud only | Cloud only |
| **Enterprise** |  |  |
| SSO / SCIM | - | - |
| **Extensibility** |  |  |
| Public API | - | ✓ |
| **Pricing** |  |  |
| Free tier | ✓ | ✓ |

*Source: Vioscale. Generated 2026-09-01T15:10:11.097Z. "-" = undocumented, not absent.*