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ArticleVersusZoho Desk vs Zoho CRM Plus: which one is right for you?

Zoho Desk vs Zoho CRM Plus: which one is right for you?

Zoho Desk provides client service, whereas Zoho CRM Plus manages relationships.

Zoho Desk and Zoho CRM Plus are two powerful business software programs made by Zoho Corporation. They both help with customer service and relationship management, but in different ways. Zoho Desk is a flexible platform for customer support and help desks that is made to make customer service processes easier and better. It lets businesses handle customer questions quickly and effectively, find answers quickly, and keep track of all customer interactions in one place. Zoho Desk is important because it can improve customer satisfaction, speed up reaction times, and build stronger relationships with customers.

Zoho CRM Plus, on the other hand, is a complete customer relationship management suite that has more features than a typical CRM. It combines sales automation, marketing automation, customer support, and other important business functions into a single, unified tool. Zoho CRM Plus is a must-have for businesses that want to improve their sales, marketing, and customer service. It helps businesses manage customer contacts and data in a more holistic way.

Zoho Desk vs Zoho CRM Plus Comparison Table

Zoho Desk is mainly a customer support solution, with a centralized help desk and ticketing. Zoho CRM Plus, on the other hand, is a full customer relationship management suite with automation tools for sales and marketing. What you choose will depend on your wants.

FeatureZoho DeskZoho CRM Plus
Customer SupportCentralized help desk for managing customer queriesIntegrated customer support in CRM platform
Sales AutomationLimited sales automation featuresComprehensive sales automation tools
Marketing AutomationBasic email marketingAdvanced marketing automation
CRM FunctionalityMinimal CRM capabilitiesFull-fledged CRM with lead and contact management
Multi-Channel SupportEmail, chat, phone, and social media integrationEmail, chat, phone, and social media integration
Ticketing SystemRobust ticketing system for issue trackingTicketing system integrated into CRM
Knowledge BaseCreate a knowledge base for self-service supportLimited knowledge base functionality
Reporting and AnalyticsBasic reporting and analyticsAdvanced reporting and analytics
Workflow AutomationBasic workflow automationAdvanced workflow automation
PricingTiered pricing based on features and usersTiered pricing based on users and add-ons
IntegrationIntegrates with various apps and servicesSeamlessly integrates with other Zoho products
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Zoho Desk vs Zoho CRM Plus: User Interface and Ease of Use

Zoho Desk vs Zoho CRM Plus

Zoho Desk has an easy-to-use interface that makes it easy to provide good customer service. Its clean and easy-to-use dashboard makes it easy for agents to move around, handle tickets, and quickly get customer information. Zoho Desk has choices for customization, so businesses can change the interface to fit their needs. It has context-aware features like automatic ticket assignment and integration with a knowledge base, which speed up support processes.

Zoho CRM Plus, on the other hand, has a well-organized interface for handling sales and customer relationships. Even though it isn’t as focused on customer help as Zoho Desk, its interface is still easy to use. It gives a full picture of customer information, past communications, and sales possibilities. The simple design makes it easier for the sales and marketing teams to work together. Zoho Desk may be a better fit for businesses whose main goal is to help customers, though, because it has more features.

Zoho Desk vs Zoho CRM Plus: Integration and Compatibility

Zoho Desk is great at integrating with other Zoho apps, like Zoho CRM, Zoho Analytics, and Zoho Projects, in a way that doesn’t cause any problems. This makes sure that all business functions work together and share info.

Zoho CRM Plus, on the other hand, takes integration one step further by giving a full suite of applications that includes CRM, email marketing, social media management, and more. Its deep integration features let companies centralize customer information and streamline operations.

Zoho Desk vs Zoho CRM Plus: Reporting and Analytics

Zoho Desk vs Zoho CRM Plus

Zoho Desk is great at giving full helpdesk data and customer service insights. It has real-time dashboards, tracking for tickets, analysis of agent performance, customer feedback surveys, and more as ways to report. These tools give support teams the ability to track and improve how well they provide service.

Zoho CRM Plus, on the other hand, puts sales and marketing data first. It gives detailed reports on lead conversion rates, sales pipeline analysis, the success of marketing campaigns, and how customers are split up. In order to make it simpler to view data and create reports that meet your needs, Zoho CRM Plus integrates with Zoho Analytics.

Zoho Desk vs Zoho CRM Plus: Customization and Scalability

Zoho Desk has a lot of ways to change things, so businesses can make their customer service methods fit their needs. You can make unique help center portals, automate processes, and make custom ticket forms. But it might not be easy to expand for bigger businesses with more complex needs.

Zoho CRM Plus, on the other hand, has a wide range of customization options for both CRM and customer service. It has tools for customizing sales processes, automating marketing efforts, and even integrating smoothly with other Zoho apps. Because of this, it is very flexible and can be used by businesses of all kinds, from small startups to big corporations.

Zoho Desk: Pros and Cons


  • Specialized in customer support.
  • Robust ticketing system.
  • Multichannel support.
  • Knowledge base creation.


  • Limited sales and marketing tools.
  • Less comprehensive CRM capabilities.

Zoho CRM Plus: Pros and Cons


  • Advanced sales and marketing automation.
  • Integrated customer support.
  • Robust reporting.
  • Extensive workflow automation.


  • May have more features than needed for some users.

Zoho Desk vs Zoho CRM Plus: which one should you consider?

Your business needs will help you decide between Zoho Desk and Zoho CRM Plus. Zoho Desk is great at customer service because it offers a complete way to manage tickets, questions, and help interactions. It’s perfect for companies that spend a lot of time on customer service and managing tickets.

Zoho CRM Plus, on the other hand, gives you a wider range of tools for customer relationship management, marketing, and support. It’s a good choice for businesses that want a way to handle sales, marketing efforts, and customer service all in one place. Consider Zoho Desk if customer support is your top priority, but choose Zoho CRM Plus if you also need a full CRM system along with your support system.


What is Zoho CRM Plus?

Zoho CRM Plus is a unified customer experience platform that helps businesses connect their sales, marketing, and service teams, unify customer information, and provide a unified customer experience at all points of the customer lifecycle.

Is Zoho Desk included in CRM plus?

CRM Plus License: Each license gives one user access to all of the tools in CRM, Desk, Projects, Analytics, Social, Campaigns, Survey, and SalesIQ.

James Hogan
James Hogan
James Hogan is a notable content writer recognized for his contributions to Bollyinside, where he excels in crafting informative comparison-based articles on topics like laptops, phones, and software. When he's not writing, James enjoys immersing himself in football matches and exploring the digital realm. His curiosity about the ever-evolving tech landscape drives his continuous quest for knowledge, ensuring his content remains fresh and relevant.


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