Zendesk vs Salesforce: Which One Is Best For Your Business?

Updated on Jan 8th, 2024


As the company or business grows, so do opportunities. Successful businesses like yours recognize that in today’s modern and competitive economy, the ability to build and sustain strong customer relations is essential for long-term business success and growth. Nowadays, businesses use CRM software to streamline their operations and to build effective customer relations. Choosing the right CRM software for your business is difficult, as there are many tools in the market like Salesforce CRM and Zendesk. But, Zendesk vs Salesforce, which one is best for businesses or companies?

Read on to find more details.

In this blog, we’ll compare Salesforce vs. zendesk, and which one is best for your business. So without any further ado, let’s start with the basics first!

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What is Zendesk? Why is it so beneficial for your business? 

Zendesk is a cloud-based support desk management tool with a variety of personalized functions and a flexible front-end portal, live chat, and compatibility.

Zendesk will enable you to help your customer support departments and communicate with your customers more effectively. It provides a select amount of benefits that allow you to see all of your customer information in one location. Zendesk is simple to set up and connects with various other helpdesk platforms, including email, social media, instant messaging, and online forums. The system is intended on both a desktop and a cell phone/tablet.

Benefits of using Zendesk

Zendesk seeks to improve customer engagement by assisting support, distribution, and customer success teams. This implies you can spend less money on tools while keeping all of your customer information in one location.

The benefits of using Zendesk are:

  • The user interface is very simple.
  • There are several features that make communication smoother.
  • Customer tickets are tracked, prioritized, and resolved.
  • Develop self-service and offer employees more control.
  • Without any complex settings, you’re good to go.
  • Get in touch with your customers right away, no matter wherever they are.
  • Customer satisfaction should be calculated and improved.
  • Increase the sales department’s efficiency.
  • Enhances customer experience.

What does it offer? Top features and functionality of Zendesk

The top features and functionality of zendesk are:

  • Support & Service.
  • Advanced ticketing.
  • Dashboard.
  • Community channel.
  • Chat options.
  • Push notification.
  • Track campaigns.
  • Third-party integration.
  • Client/customer data.
  • Prospect tracking.
  • Email integration.
  • Reports and analytics.
  • Workflow management.
  • Multi-lingual support.

looking-for-zendesk-implementation-services-for-your-businessSince we discussed a lot about zendesk, now let’s move forward and discuss,

What is Salesforce CRM? Why is it so beneficial for your business?

Salesforce CRM is a cloud-based system that assists companies in streamlining their advertising & distribution activities. Salesforce CRM is now the world’s most popular customer relationship management (CRM) tool. It also provides organizations with internet access to web-based applications.

Salesforce CRM provides e-commerce, advertising, and advanced analytics via the cloud. Many businesses can now standardize their processes, automate complex activities, and reduce their dependence on human workers due to this technology.

Benefits of using Salesforce CRM

It gives you a complete overview of your client’s concerns and allows you to communicate with them in a smart, quick, and personalized way. It also has the design to automate operations, optimize business processes, and more.

The benefits of using Salesforce CRM are:

  • Arrange and optimize self-service services with features that simplify and standardize work processes.
  • Provides a 360-degree overview of the customer.
  • Salesforce can also be used to manage tickets.
  • Easy to use.
  • Flexible.
  • Easy customization.
  • It makes things simpler to keep track of customer information.
  • Automates Day-to-Day Activities.
  • Improves customer service.
  • Ensures effective reporting.
  • Enhances team communication and collaboration.


What does it offer? Top features & functionality of Salesforce CRM

The top features and functionality of Salesforce CRM are:

  • Dashboard.
  • Contact management.
  • Case management.
  • Campaign management.
  • Lead management.
  • Advanced reporting and analytics.
  • Multi-lingual support.
  • Workflow management.
  • Email integration.
  • Push notification.
  • Third-party integration.
  • Email tracking.

Apart from the above features and functionality, salesforce CRM also offers other salesforce services like:

Read More: Top 10 Benefits Of Using Salesforce IoT Cloud For Your Business

We’ve discussed a lot about both the tools; now, let’s move forward and discuss the core part of this blog, zendesk vs. Salesforce. So roll your sleeves up; let’s begin!

Zendesk vs. Salesforce: In-depth analysis

zendesk-vs-salesforceBelow, we’ve compared both the tools. So take a look!

1. Zendesk vs. Salesforce CRM: Deployment 

People must choose between a quick-to-implement solution and a more flexible solution.

Zendesk varies from Salesforce in terms of implementation speed and usability. Salesforce CRM deployment necessitates numerous customizations to suit the needs. It would help if you had the right Salesforce consulting firm for correct implementation.

Read More: HubSpot VS Salesforce CRM: Which one is the best for your business? In-depth comparison

2. Zendesk vs. Salesforce CRM: Reporting 

Zendesk transforms information into user-friendly interactive reports allowing you to monitor every communication with every customer. You will get a quick summary of your success on the business dashboard, including predictions derived from previous reports.

Salesforce provides far more in-depth approaches to reporting and analysis whenever it relates to revenue forecasting and interaction rating. Salesforce CRM provides advanced analytics that provides nearly every aspect of marketing & advertising, including email, social media, and much more.

3. Zendesk vs. Salesforce: Team Collaboration

Zendesk is a component of Zendesk’s larger cloud computing platform, including Zendesk’s enhanced customer support. Chat and email, data analytics, call-center applications, and discussion forums are among the other resources used by Zendesk. Salesforce’s teamwork technologies are available with project management in mind and are more based on communication. This aids the organization in meeting its objectives more quickly.


4. Zendesk vs. Salesforce: Ticket/Case management

You can handle ticket management in Zendesk, as well as manually select and allocate tickets to employees. You can allocate tickets to various persons dynamically utilizing scheduling and triggers.

In Salesforce CRM, you may delegate cases to the representatives who are best suited to handle them using AI-powered filtering. A timeline displays whole past records of customer interactions, giving service specialists the context they need. You will help the customer service teamwork faster by automating routine tasks.

5. Zendesk vs. Salesforce: When to use?

Choose Zendesk if:

  • If you need a tool for the sales team.
  • You’ve got a small company and a budget to deal with.
  • To just get started, you’ll need to have a simpler CRM.
  • The control of your sales funnel should be your highest priority.

Choose Salesforce CRM if:

  • You run a big business or one that is rapidly expanding.
  • It would help if you had enhanced CRM functionality but aren’t put off by the setup’s difficulty.
  • Already using various other salesforce services.

As of now, we compared both the tools. But you know what the best part is?

You can integrate both the tools to utilize more benefits. Read on to find the benefits of Salesforce zendesk integration.

Salesforce Zendesk Integration: Top benefits

Zendesk Salesforce integration helps you to sync your sales and marketing representatives to reduce resolution times. It also helps in quickly resolving customer problems and ensures better communication among team members.

The Salesforce and Zendesk integration allows you better understand findings in Salesforce CRM that enable you to evaluate Zendesk Support tickets utilizing Salesforce’s specific criteria. Any interaction your sales and marketing departments have with your clients can be used to track consumer preferences.



Both software provides CRM services and has had their collection of advantages and functionality. Zendesk is an excellent tool for small, medium, and large enterprises. It focuses on customer service, but it can be combined with CRM systems and other networks and applications. Consequently, Salesforce CRM users have one-stop access to consumer, sales, service, and market information. However, it is many times more expensive than Zendesk. You must also be willing to devote time and effort to tailor the software to your specific requirements. These two solutions are utilized for enterprises at various stages of their life cycles. It’s up to you to figure out which one would be right for the organization.

We hope we delivered the details we mentioned at the start of this blog; if you’re still confused about which one to choose, contact us. Our expert would love to assist you.

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