An In-Depth Zendesk Review for 2024

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Our Verdict

Zendesk excels at providing sales teams with the functionality they need at an affordable price point

Zendesk has a suite of products for varying needs. Zendesk Sell is a go-to solution for many sales teams, as it even includes call tracking and recording alongside customizable sales pipelines and reports.

That said, despite being popular among SMBs, scaling can be expensive.  Although more than enough for most, it also offers less customization and fewer integrations compared to some rivals.

Overall, though, it’s a reputable service, but whether it’s for you depends on your specific needs and, more importantly, your budget.

Pros

  • It's very user friendly
  • Time-saving trigger-based automations
  • Offers customizable reports and sales pipelines
  • Offers call capabilities for sales teams

Cons

  • Scaling is expensive
  • Offers fewer integrations compared to rivals
  • Overall, customization is limited

In this Zendesk review, we explore one of the most popular CRMs, noting its USPs, who it’s best for, and where it falls short compared to others we’ve tested. You’ll want to read this Zendesk Sell review to make an informed decision on whether it’s best for your business.

Zendesk Sell Pricing

Zendesk Sell starts at just $19, and this includes customizable sales pipelines and call tracking and recording. The higher-tier plans are well-priced, too, here’s a quick overview of your options:

Sell Team Sell Growth Sell Professional Enterprise
Starting Price $19/user/month $49/user/month $99/user/month $150/user/month
User Limit Unlimited Unlimited Unlimited Unlimited
Free Trial Period 14 days 14 days 14 days 14 days
Collaboration
Lead Management
Opportunities Management
Lead Scoring
Automation
Team Collaboration
Integrations 300+ 300+ 300+ 300+
Support Live chat, email, help desk Live chat, email, help desk Live chat, email, help desk Live chat, email, help desk
Sell Team — $19

Sell Team – $19/user/m

This plan is designed for small sales teams. It gives you everything you need to track and manage your deals, leads, and contact information from one centralized, usable dashboard.

You can track your contacts, interactions, and appointments using the email and calendar integrations and appointment setting features. The call tracking, recording, and text messaging features are particularly helpful for managing lead interactions from one place.

With this plan, you’ll get 2 customizable sales pipelines — meaning it’s not the best plan if you’re anything but a small team. That said, the cost is relatively standard. For example, Salesforce‘s basic plan costs $25/month, while Act! starts at $36/month.

Sell Growth — $49

Sell Growth – $49/user/m

Zendesk designed this for growing teams. Price-wise, there’s a sizable jump, but this is in line with the added capabilities. For example, you get 8 more customizable sales pipelines.

You also get advanced, customized sales reports, forecasting, and goal tracking — giving you insight into your team’s performance and which deals they have a higher likelihood of closing.

This plan also gives you prospecting and enrichment credits that you can use to create new contact and lead profiles.

Sell Professional — $99

Sell Professional – $99/user/m

Designed with ultimate scalability in mind, this plan offers task automation to help you save time during your work day. You can set triggers to automatically assign tasks to specific users, for example.

You can also use lead and deal scoring to help your team prioritize the most promising leads and deals. You can even set up advanced permission and roles — giving bigger teams the access they need to better manage deals and contacts.

Sell Enterprise — $150

Sell Enterprise – $150/user/m

The Enterprise plan is built for large corporations, offering extensive customization options and unlimited sales pipelines and sequences. This makes it great for any business with several sales departments.

The Sell Enterprise plan pricing is relatively standard for an enterprise CRM plan, too. To compare, Salesforce‘s Enterprise Plan costs $165 per month.

Zendesk CRM Key Feature

When doing our Zendesk review, from automations to sales engagement tools, we found that it has a host of great features for small and growing sales teams. Here’s a closer look at the best ones.

Trigger-Based Automations

Page labeled "Add trigger" with customization options

Automation can boost efficiency by 10-15%. As you’d expect, you can create custom trigger-based automations with the Zendesk CRM.

Your team can set up notifications to stay on top of communications and workflows and automate the dullest tasks in their workday. Overall, these will help you optimize your sales processes.

You can also use them to highlight promising deals or to help quickly and efficiently move deals from one stage to the next. We especially liked how quick and easy it was to set up triggers.

We found it just as simple to customize them — add names, set priorities (e.g. urgent), and select conditions in seconds. As cool as this feature is, though, it’s not super unique.

You can find trigger-based automations with other sales CRM providers, like Monday. However, there’s a distinct difference in the style — test drive both to see which works best for you.

Smart Lists and Templates

List of leads listed in Smart Lists and Templates

With Zendesk’s Smart Lists and Templates, you can segment and filter your deals, contacts, and leads for easy review. You can also save views of your data using Smart Lists.

This means you don’t have to come back and customize your view with new filters and qualifications every time. It’s easy to access Smart Lists the next time you need them, too.

They’re listed in the Working Center — which you can find in the sidebar. We appreciated what a breeze it was to edit and duplicate lists. However, users with a lot of data may find reviewing rows and rows of Smart Lists overwhelming.

Power Dialler

Call Summary box showing space for notes about a call

With this, you no longer need to manually enter and dial numbers. You can create custom lists that automatically dial leads and customers. This is superb for saving time when chasing contacts.

We liked the flexibility of this feature, too. It gives you the option of setting countdown timers for when your calls are placed (e.g. in 10 seconds) or to “Call now” if you want to start a call immediately.

You can also record the outcome of each call via a content box and make notes that could be helpful in the future, such as any key reservations a lead mentioned.

Sales Engagement Tools

List of leads showing names, company, and status.

This is one of the best features we tested during our Zendesk Sell review, you can use it to enrich existing contacts and leads in your database to update out-of-date info and build a full contact profile.

However, to use this, you need enrichment credits — this requires a minimum amount of data. You’ll need one credit for every company or person you want to enrich.

You’ll also need to know a contact’s email address or the company name and website. That said, we like how easy it is to use, with each profile providing spaces for key information.

This includes name/company name, parent company, email address, work number, address, and industry. You can even bulk-enrich 1,000 contacts or leads.

Zendesk Integrations

Zendesk CRM offers 300+ integrations, including Harvest, Google Play Reviews, Mailchimp, and PagerDuty. We found it super easy to integrate the platform with the apps we needed.

However, it can be slightly time-consuming to integrate a large number of apps with the software. Compared to other tools on the market, the number of integrations is also comparatively low.

Salesforce, for example, offers over 2,000 integrations. While Pipedrive, another top sales CRM, offers over 400. Some online reviewers also highlighted the lack of Sales Navigator integration.

This may put some limits on what B2B organizations can do with the software.

Zendesk Customer Reviews

For our Zendesk review, we had a look at online Zendesk CRM reviews. It’s rated 4 stars by 481+ users on G2, with several liking how intuitive the interface is and that it requires little training to use.

Reviewers also liked how customizable the platform is and how easy it is to add or modify different fields based on their needs. Zendesk support and training is another bonus we found in the reviews.

However, some mentioned that the pipelines were limited.

Online Zendesk review that ranks Zendesk Sell 4.5 stars.

In the Zendesk reviews, some noted that it’s expensive. Some also say they had some issues integrating Zendesk Sell with their other apps — which caused errors when interacting with clients.

In addition, in their Zendesk Sell reviews, some reviewers also mentioned a lack of integration options in comparison to some other CRM providers, as we’ve noted in our Zendesk review.

What is Zendesk CRM Good for?

Zendesk CRM is great for sales teams looking for pipeline management and customizations, automation features, and an intuitive interface. It’s a great small business CRM.

It boasts plans to suit every team’s needs. However, if you want a CRM that goes beyond sales — take a look at some of the best all-in-one CRM software solutions like HubSpot.

Looking for customer support software with the same provider? Check out Zendesk Suite.

Zendesk vs Top Competitors

Zendesk is one of the best CRMs for small and growing sales teams, but it may not be the best fit for your business. To help you decide, here’s a quick overview showing how it compares to the best Zendesk alternatives:

Zendesk Monday CRM Salesforce Pipedrive HubSpot Act! CRM
Best For Sales teams of any size Easy to use, budget CRM Larger companies Sales teams looking for customization and automation for less Businesses that need an all-in-one CRM Small businesses
Starting Price $19/user/month $8/user/month $25/user/month $14.90/user/month $20/user/month $22/user/month
Free Version 14 days 30 days 14 days 14 days 14 days
Compatibility Android, iOS, Mac, Windows Android, iOS, Mac, Windows Android, iOS, Mac, Windows Android, iOS, Mac, Windows Android, iOS, Mac, Windows Android, iOS, Mac, Windows
Top 3 Features Smart Lists, Call Automations, Sales engagement tools Custom dashboards, no-code automations, automated sales cycle content Custom reports, generative AI, 2,000+ integrations Smart Docs, AI Sales Assistant, automated workflows Automated data capture, personalized email sequences, chatbots Visual dashboard, integrated text messaging, custom tables

Zendesk vs Salesforce

As we covered above, Zendesk is a super usable platform that needs minimal training. It’s an out-of-the-box solution that’s intuitive to use. That said, Salesforce has a steeper learning curve.

It’s more complicated to set up and use, requiring IT support to get teams up and running. When it comes to integrations, Salesforce supports over 2,000 in comparison to Zendesk’s 300+.

This makes Salesforce a good Zendesk alternative if you want more integration options. That said, Salesforce requires a bigger budget. The basic plan is $25, while their top-tier plan is $300.

Compare this to Zendesk’s basic plan, which is $19, and their Enterprise plan, which is $150.

Zendesk vs HubSpot

Both these CRMs are designed to help sales teams manage contacts and leads and close deals more efficiently, and both offer a number of impressive automation and pipeline management features.

Both also win points for usability and great customer service. However, HubSpot is an all-in-one CRM designed to help support other departments, including Operations and Marketing.

As such, when it comes to sales features, Zendesk takes the edge — providing features like lead scoring and forecasts at a more affordable price point for smaller sales teams.

One big difference? Integrations. With Zendesk, you get a modest 300+ integrations, while HubSpot gives you over 1,500 integrations — making it a better fit for teams with a more complex tech stack.

Zendesk vs Freshdesk

Both Zendesk and Freshdesk are popular CRMs designed to help you manage your sales cycles, but if you’re looking for actionable lead and customer insights, then Zendesk is the best option.

Zendesk offers advanced reporting and analytics with point-and-click configurable reports and custom metrics. Freshdesk delivers 80+ ready-to-go reports, while Zendesk offers 250+.

Freshdesk is slightly more affordable, too, costing just $15, in comparison to Zendesk’s $19 basic plan. While Zendesk’s Enterprise plan costs just $115, Freshdesk is even more affordable at $79.

Verdict – Is Zendesk CRM Worth it?

The Zendesk CRM is affordable, intuitive, and scalable. Each plan is perfectly tailored to the needs of sales teams of a certain size — from those with a team of 3 to those with several departments.

That makes it excellent if you’re looking for scalability on a budget. It also boasts great features for supporting busy sales teams — including call automation and automated triggers.

It’s a great out-of-the-box solution that’ll have your sales team up and running in no time. However, the integration options are lacking. If you want more, consider Zendesk alternatives like Salesforce.

How We Test CRM Services

At Techopedia, we try out hundreds of tools every year. We have over 13 years in the tech industry and strive to provide our readers with an in-depth, unbiased look at the best tools on the market.

From creating our own sales pipelines to trying out a number of integrations to see how usable a tool is, we run through several key features to see how their performance measures up.

In addition, we also take into account online reviews to give you a multi-layered view of a product.

How to Choose the Best CRM Solution

From price to features, when choosing the best CRM app for your company, there are several factors you need to consider before you buy, including:

PriceFeaturesScalabilityEase of UseIntegrationsCustomer Support

Check your budget and see whether the plan you can afford will meet your needs. While Zendesk is a great CRM, there are several options that are slightly more affordable. Take the Monday CRM, for example, which begins at just $8.

Which features do you need to help support your day-to-day work? More affordable plans typically have more basic options — take Zendesk, you won’t find advanced reporting and customization features until you purchase the higher-level plans.

Luckily, Zendesk excels when it comes to offering great plans for growing teams, but this is a good factor to keep in mind when deciding. Changing CRMs can be time-consuming and challenging, so be sure to consider this.

Usability is a big one when it comes to choosing a CRM. You want a platform that requires minimal onboarding and training, so your teams can be up and running as soon as possible.

To find out how usable a tool is, be sure to read reviews like this one that include an overview of the customer reviews and take advantage of any free trials, plans, or money-back guarantees.

Factor in what integrations you use and ensure they can be easily integrated. While Zendesk offers hundreds of integrations, it doesn’t offer the most choice. For example, Salesforce offers 2,000+ integrations. Some integrations can also be limited to certain plans.

Support is a big one. What are the support options and hours available? And is your chosen provider well-ranked when it comes to delivering supportive, timely customer support?

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Kirsten Lamb
Technology Expert
Kirsten Lamb
Technology Expert

Kirsten Lamb is a freelance conversion copywriter and content marketer with a specialist focus in technology. She previously studied at Keele University and The University of Edinburgh. She has over 7 years of experience in the marketing industry and has worked with brands like Hotjar and WooCommerce, plus on the tech side of Booking.com.