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Compare Kustomer and Zendesk Support Suite 
At a Glance
Market Segments
Mid-Market (66.3% of reviews)
Mid-Market (45.4% of reviews)
Entry-Level Pricing
Starting at $89.00 1 User Per Month
$19.00 1 user per month billed annually
Kustomer
Star Rating
(432)4.4 out of 5
Market Segments
Mid-Market (66.3% of reviews)
Entry-Level Pricing
Starting at $89.00 1 User Per Month
Browse all 2 pricing plansZendesk Support Suite
Star Rating
(6,222)4.3 out of 5
Market Segments
Mid-Market (45.4% of reviews)
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zendesk Support Suite excels in its ticket creation user experience, scoring 8.8, while Kustomer shines even brighter with a score of 9.1, indicating a more intuitive interface for creating tickets.
- Reviewers mention that Kustomer's ticket collaboration features are superior, with a score of 9.2 compared to Zendesk's 8.6, highlighting Kustomer's ability to facilitate teamwork and communication on tickets more effectively.
- G2 users note that Kustomer offers a more robust SLA management system, scoring 8.8 versus Zendesk's 8.1, which allows for better tracking and adherence to service level agreements.
- Users on G2 appreciate Kustomer's superior customer and contacts database functionality, scoring 9.1 compared to Zendesk's 8.2, which enhances the ability to manage customer information and interactions.
- Reviewers say that Kustomer's proactive engagement features, scoring 9.0, outshine Zendesk's 8.1, allowing businesses to engage customers more effectively before they reach out for support.
- Users report that Kustomer's omnichannel capabilities are more advanced, with a score of 9.2 compared to Zendesk's 8.2, enabling seamless communication across various platforms, which is crucial for modern customer service.
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Pricing
Entry-Level Pricing
Kustomer
Enterprise
Starting at $89.00
1 User Per Month
Track, prioritize, and engage with customers on every channel.
- Email, Chat, SMS, Social, WhatsApp, Self-service
- Voice Provider Integrations
- Proactive Service
Zendesk Support Suite
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Kustomer
No trial information availableZendesk Support Suite
Free Trial is available
Ratings
Meets Requirements
8.9
315
8.6
4,812
Ease of Use
8.8
327
8.5
4,855
Ease of Setup
8.4
144
7.9
2,921
Ease of Admin
8.1
130
8.2
2,945
Quality of Support
8.9
298
8.4
4,501
Has the product been a good partner in doing business?
8.8
125
8.4
2,869
Product Direction (% positive)
8.6
306
7.9
4,467
Features by Category
Ticket and Case Management
9.1
134
|
Verified
8.8
2268
|
Verified
9.0
138
|
Verified
8.7
2284
|
Verified
8.7
140
|
Verified
8.5
2209
|
Verified
8.8
135
|
Verified
8.4
2056
|
Verified
8.8
114
|
Verified
8.1
1644
|
Verified
8.7
134
|
Verified
8.4
2121
|
Verified
9.2
134
|
Verified
8.6
2108
|
Verified
9.1
130
|
Verified
8.2
1575
|
Verified
Generative AI
7.6
7
7.3
138
7.6
7
7.2
140
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
9.0
119
|
Verified
8.4
1786
|
Verified
9.1
137
|
Verified
8.8
2032
|
Verified
9.1
116
|
Verified
8.4
1450
|
Verified
8.5
118
|
Verified
8.0
1155
|
Verified
8.9
105
8.1
1039
|
Verified
Platform
8.7
41
7.7
1128
|
Verified
8.9
118
|
Verified
8.0
1496
|
Verified
9.2
80
|
Verified
8.2
1696
|
Verified
9.0
75
|
Verified
8.1
1487
|
Verified
8.4
110
|
Verified
7.8
2086
|
Verified
8.4
111
|
Verified
7.9
2155
|
Verified
Administration
Not enough data
8.4
193
|
Verified
Not enough data
7.9
174
|
Verified
Not enough data
8.3
221
|
Verified
Service Desk
Not enough data
9.0
250
|
Verified
Not enough data
8.7
226
|
Verified
Not enough data
8.6
214
|
Verified
Management
Not enough data
8.3
186
|
Verified
Not enough data
8.4
187
|
Verified
Not enough data
8.3
176
|
Verified
Not enough data
8.0
136
|
Verified
Not enough data
8.2
129
Functionality
Not enough data
9.0
201
|
Verified
Not enough data
8.5
165
Not enough data
8.4
173
|
Verified
Not enough data
8.6
183
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
8.1
581
Not enough data
7.9
562
Not enough data
8.2
624
Knowledge Management
Not enough data
8.6
765
Not enough data
8.2
615
Not enough data
7.8
667
Compliance
Not enough data
8.3
545
Not enough data
8.2
507
Not enough data
8.2
510
Not enough data
8.0
482
Customer Support
Not enough data
8.0
626
Not enough data
7.8
602
Not enough data
7.8
437
Data Security
Not enough data
8.1
450
Not enough data
8.1
452
Not enough data
8.3
543
Not enough data
8.5
489
Administration
Not enough data
8.2
636
Not enough data
8.3
747
Not enough data
8.6
751
Generative AI
Not enough data
Feature Not Available
Usability
Not enough data
8.3
600
Not enough data
8.3
595
Not enough data
8.3
566
Reporting
Not enough data
8.3
525
Not enough data
7.9
499
Not enough data
8.1
579
Generative AI
Not enough data
7.1
118
Not enough data
7.0
117
Responses
Not enough data
8.1
40
Not enough data
8.6
47
Not enough data
8.3
48
Automation - AI Agents
Not enough data
6.1
6
Not enough data
6.4
6
Not enough data
6.4
6
Not enough data
6.4
6
Not enough data
6.4
6
Platform
Not enough data
8.3
48
Not enough data
8.4
46
Not enough data
8.4
42
Autonomy - AI Agents
Not enough data
6.1
6
Not enough data
6.1
6
Not enough data
6.1
6
Not enough data
6.4
6
Generative AI
Not enough data
7.6
12
Not enough data
8.0
11
Responses
Not enough data
8.1
405
Not enough data
8.0
402
Not enough data
8.3
389
Not enough data
8.1
387
Not enough data
8.1
295
Platform
Not enough data
8.6
409
Not enough data
8.2
406
Not enough data
8.2
402
Not enough data
8.2
402
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.3
394
Generative AI
Not enough data
8.1
53
Not enough data
7.9
52
Conversational Platform
9.0
152
8.1
775
9.1
146
8.2
634
9.1
135
8.1
601
9.0
56
8.1
668
Support Automation
9.0
131
8.1
636
9.0
147
8.2
679
9.3
124
8.4
632
8.8
58
8.0
710
Generative AI
9.0
22
7.6
126
9.0
22
7.7
126
Messaging Channels
Not enough data
7.6
64
Not enough data
9.0
156
Not enough data
8.3
78
Not enough data
8.4
86
Administration
Not enough data
8.1
92
Not enough data
8.9
140
Not enough data
8.2
97
Not enough data
8.4
129
Customer Support
Not enough data
7.4
28
Not enough data
6.4
23
Not enough data
7.6
28
Automation
Not enough data
7.6
27
Not enough data
8.3
27
Not enough data
7.7
28
Artificial Intelligence
Not enough data
7.3
28
Not enough data
7.2
29
Not enough data
7.1
29
Generative AI
7.7
18
Feature Not Available
7.7
18
7.5
79
7.2
17
Feature Not Available
Communication
9.1
130
|
Verified
8.6
797
|
Verified
8.9
148
|
Verified
8.4
815
|
Verified
9.2
119
|
Verified
8.0
572
9.0
109
|
Verified
8.4
593
|
Verified
8.4
58
7.9
373
Internal Use
8.9
118
|
Verified
8.0
1496
|
Verified
9.1
128
|
Verified
8.4
705
|
Verified
8.6
65
8.0
506
8.8
126
|
Verified
8.4
753
9.0
130
|
Verified
8.6
680
|
Verified
9.2
148
|
Verified
8.2
707
|
Verified
Generative AI
8.3
14
Feature Not Available
Self-Service Experience
8.7
68
8.5
1426
8.4
65
8.4
1363
8.5
49
8.0
954
8.5
32
7.7
577
8.4
36
7.9
709
Self-Service Platform
9.1
37
8.2
757
8.8
37
8.2
772
8.8
33
7.6
589
9.0
37
8.1
735
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
8.6(won by 1.9)
11
6.7
41
8.3(won by 1.6)
10
6.7
42
Process
9.6(won by 1.2)
26
8.4
527
9.4(won by 0.4)
30
9.0
703
9.5(won by 0.7)
31
8.8
652
Channels
9.6(won by 0.6)
32
9.0
702
9.3(won by 1.0)
29
8.3
548
9.1(won by 0.4)
29
8.7
526
9.0(won by 0.8)
28
8.2
448
9.5(won by 1.2)
28
8.3
384
Insight
9.1(won by 1.0)
29
8.1
502
8.9(won by 0.6)
32
8.3
613
9.0(won by 0.6)
28
8.4
525
9.3(won by 0.6)
30
8.7
632
Generative AI
8.1
14
7.5
52
8.1
14
7.5
51
Customization - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Functionality - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data and Analytics - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
IT Ticket Management - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
IT Support Automation - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Conversational AI - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Google Workspace Communication Tools
Not enough data
Not enough data
Agentic AI - Google Workspace for Sales
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Kustomer and Zendesk Support Suite are categorized as Customer Self-Service, Live Chat, Digital Customer Service Platforms, Conversational Support, Help Desk, and Social Customer Service
Unique Categories
Kustomer is categorized as AI Agent Builders
Zendesk Support Suite is categorized as Conversational Commerce Platforms, Chatbots, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, Complaint Management, Customer Service Automation, Contact Center Knowledge Base, AI IT Agents, Genesys AppFoundry Marketplace, IT Service Management (ITSM) Tools, Google Workspace for Sales, Google Workspace Communication Tools, and Proactive Notification
Reviews
Reviewers' Company Size
Kustomer
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk Support Suite
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Retail
13.0%
Consumer Services
12.2%
Health, Wellness and Fitness
6.7%
Food & Beverages
6.2%
Apparel & Fashion
5.5%
Other
56.4%
Computer Software
14.1%
Information Technology and Services
12.5%
Financial Services
5.8%
Retail
4.9%
Consumer Services
4.4%
Other
58.2%
Most Helpful Reviews
Kustomer
Most Helpful Favorable Review
Mavelli J.
Verified User in Food Production
I like how I can filter my things to figure out my performance. And I can chat well emailing with my customers!
Most Helpful Critical Review
Verified User in Hospital & Health Care
Periodically,Kustomer can crash and that hinders all our work. We usually have reps call in to help fix the issue.
Zendesk Support Suite
Most Helpful Favorable Review
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Most Helpful Critical Review
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Mavelli J.
Verified User in Food Production
I like how I can filter my things to figure out my performance. And I can chat well emailing with my customers!
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Verified User in Hospital & Health Care
Periodically,Kustomer can crash and that hinders all our work. We usually have reps call in to help fix the issue.
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Alternatives
Discussions
How long are your contracts? Can I change plans?
1 comment
Official Response from Kustomer
Plans are annual. We will work with you on a payment plan if needed.Read more
Is my business data private and safe?
1 comment
Official Response from Kustomer
Yes. Customer security and privacy is a core value at Kustomer, and our team has extensive experience building secure applications. We combine...Read more
Yes, Kustomer integrates with various applications to enhance customer service and support operations.
1 comment
Official Response from Kustomer
Absolutely. We have native and partner integrations with a wide range of partners including Amazon Connect, Shopify, Talkdesk, Piesync, Aircall, Segment,...Read more
Zendesk is a popular customer service platform known for its user-friendly interface and robust features. It is generally well-regarded for its ability to streamline customer support processes, offering tools for ticketing, live chat, and customer engagement. However, its effectiveness can vary depending on the specific needs and size of a business. It's recommended to evaluate its features against your requirements to determine if it's a good fit for you.
8 comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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