📊 当社のテスト結果：
- 🎯 Ticketing System & Customer Support: Zendesk handled 50 support tickets across multiple channels with full agent workspace routing — Zendeskが勝利
- 🤖 AI & Workflow オートメーション: Zendesk AI auto-resolved 80%+ of customer conversations vs Insightly’s Copilot email summaries — Zendeskが勝利
- 📋 顧客関係管理: 洞察力のある CRM linked sales opportunities to projects with Gantt charts — Insightlyが勝利
- 🔌 統合: Zendesk marketplace 1,300+ apps vs Insightly’s 2,000+ AppConnect connectors — Insightly edges out
- 💰 価格価値： Insightly starts at $29/user vs Zendesk Suite Team at $55/agent (billed annually) — Insightlyはエントリー価格で勝利を収めた。
Are you stuck choosing between customer support software and a CRM platform?
Zendesk and Insightly both help businesses manage customers, but they solve different problems.
Zendesk’s customer support software powers help desks for over 200,000 companies including Uber, Shopify, and Slack.
Insightly CRM combines customer relationship management with project management for sales teams and marketing teams.
I tested both tools for three weeks. I created support tickets, managed contacts, ran sales pipelines, and tested AI features.
Here’s what I found about each platform — and which one fits your 仕事.
概要
I tested Zendesk vs Insightly across eight key categories.
Each platform got real-world tasks: support requests, customer interactions, contact records, and sales pipeline workflows.
My goal was to find which tool gives your team more value for your total cost.
Zendeskとは何ですか？
Zendesk is a cloud-based customer service software platform built in San Francisco. It centralizes every customer interaction into one agent workspace accessible from any browser.
The company started the customer experience revolution in 2007. It now serves over 200,000 customers worldwide and is led by CEO Tom Eggemeier.
Zendesk Suite is the only platform built exclusively for customer experience. It absorbs new teams, divisions, and global bases as your business grows.
Forbes named Zendesk the #1 customer service software in 2023. Gartner also ranks it #1 in digital customer service use cases.
G2 has recognized Zendesk as an exceptional software solution for four consecutive years.
ゼンデスク
Zendesk is the gold standard for customer support. Its AI resolves over 80% of routine support tickets automatically. With 1,300+ Zendesk marketplace apps and omnichannel routing, support agents can manage everything from one place.
Zendeskの価格
Here’s what Zendesk’s pricing looks like in 2026. All plans are billed per agent per month when billed annually.
| プラン | 価格 | 最適な用途 |
|---|---|---|
| スイートチーム | エージェント1人あたり月額55ドル | 中小企業 getting started with support |
| スイートの成長 | エージェント1人あたり月額89ドル | Growing companies needing workflow automation |
| スイートプロフェッショナル | エージェント1人あたり月額115ドル | Large support teams needing advanced analytics |
Zendesk also offers a Team plan at $19 per agent per month for basic ticketing systems. The Suite plans bundle more features for full customer experience operations.
無料トライアル: Yes — 14 days. No credit card required. Each plan includes full access to the Suite Professional features during the trial.
返金保証: Zendesk does not offer a standard money-back policy. Contact their sales team for enterprise refund terms.
📌 注記： Zendesk has a program for startups. Qualifying small businesses can use Zendesk for free for six months. This is a huge advantage for early-stage companies watching costs.
⚠️ 警告： Zendesk’s pricing is per agent per month. Costs can add up fast for larger support teams. Calculate your total cost based on actual agent count before you commit. You can input your agent count to get an updated quote.
Zendeskの主なメリット
Here’s why Zendesk offers value worth the price for support teams:
- AI & Workflow Automation: Zendesk’s AI features can resolve over 80% of routine inquiries automatically. Custom workflows use triggers, automations, and macros to handle support requests without human input.
- オムニチャネルエージェントワークスペース： Handle email, live chat, phone, social messaging, and Sunshine Conversations from one place. Support agents see all customer conversations across multiple languages in one view.
- 1,300+ Marketplace Integrations: The Zendesk marketplace connects to other tools like セールスフォース, Slack, and Shopify. The Slack integration lets agents create and update support tickets from inside Slack.
- Security Zendesk Customers Trust: 全て データ is encrypted with AES-256 at rest using AWS, and TLS 1.2+ in transit. Two-factor authentication protects sensitive information from unauthorized access.
- セルフサービス型ナレッジベース： Build a help center with help center articles so customers find answers anytime. Many customers solve their own issues, reducing ticket volume during business hours.
- Reporting and Analytics Zendesk Offers: Track team’s performance, customer satisfaction scores, and response times in real time. Detailed analytics help managers make informed decisions about staffing and processes.
Zendeskのメリットとデメリット
✅ メリット
- Best-in-class ticketing system with omnichannel routing across multiple channels
- AIが定型的なサポートチケットの80%以上を自動的に解決します
- Over 1,300 pre-built Zendesk marketplace apps and integrations
- Trusted by 200,000+ businesses including many Fortune 500 customers
- Multilingual support for global teams in multiple languages
❌ デメリット
- Expensive for small businesses — starts at $55/agent/month
- CRM features (Zendesk Sell) are limited compared to dedicated CRM tools
- 販売後のワークフローに関する組み込みのプロジェクト管理機能はありません。
- New features and advanced reporting locked behind higher tiers
Insightly とは何ですか?
Insightly is a modern CRM software platform that combines contact management, sales pipeline tracking, and project management.
It’s the CRM modern CRM teams love because Insightly products link sales opportunities to project delivery in one system.
PC Magazine, Entrepreneur Magazine, G2 Crowd, and TrustRadius all recommend Insightly for small businesses and sales teams.
In 2025, Insightly added Gantt chart visualizations. This makes it stand out from other CRMs lacking project timeline tools.
The Insightly CRM is the core product. Insightly Service and Insightly Marketing are add-on products with similar pricing.
洞察力のある
Insightly is the CRM for teams who close deals and deliver projects. Its AI Copilot summarizes emails and retrieves data on demand. With 2,000+ AppConnect integrations and Google Workspace support, it fits any tech stack.
Insightlyの価格
Insightly starts at $29 per user per month when billed annually. Here’s the full pricing structure for all Insightly products in 2026.
| プラン | 価格 | 最適な用途 |
|---|---|---|
| プラス | 1ユーザーあたり月額29ドル | Small teams needing basic contact management |
| プロ | 1ユーザーあたり月額49ドル | ダッシュボードやシステム統合を必要とする成長中のチーム |
| 企業 | 1ユーザーあたり月額99ドル | フル機能へのアクセスを必要とする大規模組織 |
The Plus tier provides limited access to most features. The Professional tier includes dashboards and third-party app integration. The Enterprise tier unlocks all functionality.
無料トライアル: Yes — Insightly offers a free plan with limited features. No credit card needed to start.
返金保証: Insightly does not advertise a standard refund policy. Review their terms before you upgrade to annual billing.
📌 注記： Insightly’s Plus and Professional tiers are competitive compared to other CRMs. However, the Enterprise tier at $99/user/month is almost double Zoho CRM’s similar offering.
⚠️ 警告： The Plus tier limits access to most features. To get dashboards, third-party integrations, and advanced reporting, step up to Professional. Insightly Marketing and Insightly Service add to your costs as separate products.
Insightlyの主なメリット
Here’s what makes Insightly worth considering for sales-led companies:
- Customer Relationship Management + Project Management: Insightly lets you convert won sales opportunities into projects 即座に. Sales teams can assign tasks to each team member from one platform.
- AIコパイロット アシスタント: Insightly offers a built-in AI assistant for sales productivity. Copilot summarizes emails, retrieves contact records, and assists during customer conversations.
- AppConnect統合エンジン： Insightly’s low-code engine provides 2,000+ pre-built connectors. It integrates seamlessly with Google Workspace, Gmail, and Google Calendar for Google-first organizations.
- Task Management with Gantt Charts: Added in 2025, Gantt charts let managers monitor project timelines and dependencies. You can also switch to Kanban views or the opportunities dashboard.
- モバイルアプリアクセス: Manage contacts, create tasks, and track progress from your mobile device. The mobile app lets sales reps scan a business card to add new contacts on the go.
- 企業コンプライアンス： Insightly is compliant with SOC 2 Type II, GDPR, and HIPAA. This makes it suitable for marketing teams and sales teams in regulated industries like healthcare and finance.
Insightlyの長所と短所
✅ メリット
- Unique CRM and project management combo in one system
- メール要約とデータ取得のためのAIコパイロット
- Google Workspaceを含む2,000以上のAppConnect連携
- SOC 2 Type II、GDPR、およびHIPAAに準拠
- Zendeskよりも低価格な月額29ドル/ユーザー/ユーザー
❌ デメリット
- No dedicated ticketing or omnichannel customer support tools
- Enterprise tier is expensive compared to Zoho CRM
- プラスティアでは、ダッシュボードと統合機能へのアクセスが制限されます。
- Steeper learning curve than some simpler CRM tools
機能比較
ZendeskとInsightlyを直接比較して、その性能を確かめてみませんか？
We’ll compare nine key features to help you find the right fit for your business.
| 特徴 | ゼンデスク | 洞察力のある |
|---|---|---|
| 開始価格 | エージェント1人あたり月額55ドル | 1ユーザーあたり月額29ドル |
| 無料プラン | ❌（14日間無料トライアル） | ✅ |
| チケットシステム | ✅ | ❌ |
| オムニチャネルカスタマーサポート | ✅ | ❌ |
| Customer Relationship Management | ✅ (Zendesk Sell) | ✅ (Core) |
| プロジェクト管理 | ❌ | ✅ |
| AI & Workflow Automation | ✅ | ✅ |
| Knowledge Base & Help Center | ✅ | ❌ |
| Compliance (HIPAA/SOC2/GDPR) | ✅ | ✅ |
| 最適な用途 | サポートチーム | 営業およびプロジェクトチーム |
1. Customer Support & Ticketing System
ゼンデスク: Zendesk was built from the ground up for customer support. Every support request from email, chat, phone, or ソーシャルメディア lands in one agent workspace. Support agents see full order history and customer data at a glance. Custom workflows route tickets to the right team based on rules you create. Help desk software like Zendesk handles costly ダウンタイム by keeping ticket systems online 24/7.
洞察力： Insightly Service is a separate add-on for basic case management. It handles support requests but lacks the depth of Zendesk’s native ticketing systems. For teams whose primary need is sales pipeline tracking and project delivery, this is usually enough. For dedicated customer support operations, it falls short.
⚠️ 警告： If your team handles a high volume of support tickets daily, Insightly’s service module is a separate product with its own price. Factor this into your total cost.
2. CRMと顧客管理
ゼンデスク: Zendesk Sell is a dedicated sales CRM add-on. It syncs customer data between the support team and sales team so agents see order history and past interactions. The CRM is solid but secondary to Zendesk’s core support mission. Power CRM users may find it limited compared to Salesforce or other dedicated CRM tools.
洞察力： Customer relationship management is Insightly’s core product. Insightly CRM keeps all your current and prospective customer data, contacts, leads, and details in one place to boost productivity. You get a 360-degree customer view, customizable sales pipelines, and Kanban views. Sales teams can establish strong relationships and track sales opportunities from lead to close. The mobile app lets reps scan a business card to add new contacts.
✅ テスト結果： Insightly’s CRM is deeper and more customizable. If contact management is your primary need, Insightly wins this category clearly.
3. AI & Workflow Automation
ゼンデスク: Zendesk’s AI is built into the support workflow. It can resolve over 80% of routine inquiries automatically with no support agent needed. It suggests responses, recommends actions, and routes complex tickets to humans. Triggers, automations, and macros give managers full control over custom workflows. The AI also generates suggested replies to help agents respond faster.
洞察力： Insightly’s AI Copilot is a helpful sales assistant. It summarizes long email threads and retrieves key contact records on demand. Workflow automation can trigger actions when deal stages change or tasks complete. The automation is solid for sales, but it doesn’t match Zendesk’s depth for customer support workflows.
4. プロジェクト管理とタスク管理
ゼンデスク: Zendesk does not include project management tools. Its focus is customer support operations. If you need to manage post-sale delivery or team projects, you’ll pair Zendesk with a separate tool like Asana or クリックアップ.
洞察力： Project management is a core Insightly feature. You can convert won sales opportunities into projects with one click. Then assign tasks, set milestones, and track progress with Gantt charts or Kanban views. Users can create reminders, to-do lists, and call logs as part of task management. This makes it a top example of CRM and project management linked in one system.
⚠️ 警告： Insightly’s project management is great for service-based companies. If your business is product-based with no post-sale delivery, this functionality adds complexity you may not need.
5. レポートと分析
ゼンデスク: The reporting and analytics Zendesk offers are built for support team managers. You get real-time dashboards for ticket volume, agent performance, customer satisfaction, and business hours coverage. The Professional plan includes custom report 建設業者. Forbes and Gartner both highlight Zendesk’s analytics as best-in-class for support operations and employee experience tracking.
洞察力： Insightly provides reports and dashboards to gain visual insights into business performance. You can see sales pipeline by stage, revenue forecasts, and team activity. The Professional tier includes limited dashboards. The Enterprise tier unlocks full opportunities dashboard customization. Managers can monitor employee work and progress across multiple projects.
6. Integrations & Apps
ゼンデスク: The Zendesk marketplace has over 1,300 pre-built apps and integrations. The Slack integration lets agents create and update tickets from inside Slack. You can connect Zendesk to Salesforce, Shopify, HubSpot, and hundreds of custom apps. Zendesk’s integration capabilities have allowed companies to scale operations in powerful ways. Regular audits keep all integrations secure and current.
洞察力： Insightly’s AppConnect engine provides 2,000+ pre-built connectors. It’s a low-code tool so non-technical users can set up integrations themselves. Google Workspace integration is a highlight — Insightly works smoothly with Gmail and Google Calendar. Users can also schedule emails using email templates. This makes Insightly a top pick for Google-first organizations.
7. 使いやすさ
ゼンデスク: Zendesk is designed for agents to use from day one. The platform interface is intuitive and the learning curve is low for support tasks. Managers may need more time to configure advanced workflows and custom reports. The browser-based agent workspace works from anywhere. Most users report a smooth implementation experience.
洞察力： Insightly’s interface is easy to pick up and getting data into the system is not overly complex. It’s easier to use than Zoho CRM, but not as feature-deep. New users may face a learning curve when setting up sales pipeline automation. The mobile app helps users stay productive on the go. Insightly’s implementation is fast, which is a key reason for its appeal.
8. セキュリティとコンプライアンス
ゼンデスク: Security Zendesk customers rely on includes AES-256 encryption at rest using AWS, and TLS 1.2+ in transit. The platform supports two-factor authentication via SMS or authenticator apps. Admins can restrict access to specific IP addresses. Zendesk regularly audits its systems, applications, and networks to protect sensitive information from breach.
洞察力： Insightly is compliant with SOC 2 Type II, GDPR, and HIPAA. This makes it suitable for industries with strict data requirements like healthcare and finance. Customer data is stored in the cloud with enterprise-grade access controls. Both products meet high security standards — this is essentially a tie.
9. 価格設定とコスト
Let’s compare Zendesk’s pricing against Insightly side by side.
| プラン | ゼンデスク | 洞察力のある |
|---|---|---|
| 入場無料 | ❌（14日間無料トライアルのみ） | ✅ 無料プランあり |
| スターター／プラス | エージェント1人あたり月額55ドル | 1ユーザーあたり月額29ドル |
| 中級 | エージェント1人あたり月額89ドル | 1ユーザーあたり月額49ドル |
| Advanced / Enterprise | エージェント1人あたり月額115ドル | 1ユーザーあたり月額99ドル |
ゼンデスク: Zendesk is the pricier option. The entry Suite Team plan starts at $55/agent/month when billed annually. For a team of five support agents, that’s $275/month total. The value is clear for high-volume support operations. For small businesses with light support needs, the cost is hard to justify.
洞察力： Insightly is more affordable at entry. The Plus plan starts at $29 per user per month. However, important features like opportunities dashboard access and integrations require the Professional plan at $49/user/month. The Enterprise tier at $99/user/month is steep compared to similar tools.
💡 プロのヒント: If you’re on a tight budget and your team needs CRM more than support ticketing, Insightly gives more features per dollar at the Plus and Professional tiers.
さまざまなシナリオ
| 必要な場合は | 選ぶ | なぜ |
|---|---|---|
| 大量の顧客サポート | ゼンデスク | Built-for-purpose ticketing system + AI |
| プロジェクト追跡機能を備えたCRM | 洞察力のある | Sales opportunities link to projects |
| エントリー価格の引き下げ | 洞察力のある | ユーザー1人あたり月額29ドル対55ドル |
| Omnichannel social messaging | ゼンデスク | メール、チャット、電話、ソーシャルメディアがすべて一箇所に集約 |
| Google Workspaceとの連携 | 洞察力のある | GoogleカレンダーとGmailのネイティブ同期 |
| Enterprise-scale support | ゼンデスク | フォーチュン500企業から信頼されています |
| HIPAA準拠のCRM | 洞察力のある | SOC 2 Type II, GDPR, HIPAA certified |
💰 あなたの予算
Insightly starts at $29/user/month vs Zendesk’s $55/agent/month entry price. If budget is tight, Insightly gives you a full CRM at nearly half the cost. However, Zendesk’s startup program gives qualifying small businesses six free months.
🔌 あなたの技術スタック
If your team runs on Google Workspace, Insightly integrates natively with Gmail and Google Calendar. If you Slackを使用する, Salesforce, or Shopify, the Zendesk marketplace has dedicated apps for all of them.
📋 あなたのビジネスの種類
Support-heavy businesses like SaaS companies, e-commerce stores, or service desks belong on Zendesk. Service-based businesses like agencies and consultancies get more value from the CRM tools and project management features in Insightly.
🎓 あなたの経験レベル
Zendesk is designed for support agents to use from day one with minimal training. Insightly has a slightly steeper learning curve, especially for workflow automation and sales pipeline setup. Both offer documentation, knowledge resources, and customer support to help new users.
🆓 無料トライアルとデモ
Zendesk offers a 14-day free trial with full Suite Professional access and no credit card needed. Insightly has a free plan with limited features for very small teams. Try both products before committing to a paid plan.
🛟 サポートオプション
Zendesk offers community forums, extensive help center articles, and responsive support. Insightly also provides email support and knowledge resources. Zendesk’s support resources are more mature given its longer market presence with many customers worldwide.
切り替えガイド
Already using one of these tools? Here’s what to expect if you switch to the new version of either platform.
🔄 ZendeskからInsightlyに切り替えますか？
✅ 得られるもの：
- A true Insightly CRM with customizable sales pipelines and opportunity tracking
- Built-in project management with Gantt charts and task assignment for each team member
- Lower monthly cost — Insightly starts at $29/user vs Zendesk’s $55/agent entry
❌ 失うもの：
- Best-in-class ticketing system with omnichannel routing for support requests
- 日常的なサポートチケットの80%以上を自動解決するAI
- Self-service knowledge base and community forums for customer self-help
📋切り替え方法：
- Export your contacts, ticket history, and organization data from Zendesk support
- Insightlyアカウントを作成し、CSVまたはAppConnect経由で連絡先をインポートします。
- Set up your sales pipelines, project templates, and workflow automation rules
🔄 InsightlyからZendeskに切り替えますか？
✅ 得られるもの：
- A purpose-built customer support software platform with omnichannel ticket routing
- AI automation that handles 80%+ of routine customer interactions
- Self-service help center with help center articles to reduce incoming tickets
❌ 失うもの：
- ガントチャートとタスクマイルストーンによるネイティブなプロジェクト管理
- Sales opportunity to project conversion without third-party tools
- Lower user price — Zendesk starts nearly double Insightly’s entry
📋切り替え方法：
- Export your contacts, sales opportunities, and project data from Insightly as CSV
- Zendeskの14日間無料トライアルに登録して、ワークフローをテストしてみましょう。
- Zendeskに顧客データをインポートし、チケットルーティングルールを設定します。
最終評決
| カテゴリ | 勝者 |
|---|---|
| 💰価格 | 洞察力のある |
| 🎫 Ticketing & Customer Support | ゼンデスク |
| 🤝 CRMの機能 | 洞察力のある |
| 🤖 AI & Workflow Automation | ゼンデスク |
| 📋 プロジェクト管理 | 洞察力のある |
| 📊 レポートと分析 | ゼンデスク |
| 🔌 連携機能 | ネクタイ |
| 👶 使いやすさ | ゼンデスク |
| 🏆総合優勝 | ゼンデスク |
🏆 受賞者：Zendesk
Zendeskは8部門中4部門で優勝、1部門で同率優勝を果たした。
最適な用途: Customer support teams, high-volume ticket operations, enterprise companies needing omnichannel customer experience tools
ZendeskとInsightlyは、それぞれ異なるチームや異なる課題に対応するために開発されています。
Zendesk’s customer support software is the best help desk software on the market. Its ticketing system, AI, and omnichannel agent workspace are unmatched.
Insightly is the better pick if your team sells services and delivers projects. Its customer relationship management and project management combo is unique at this price point.
Insightly wins on pricing, CRM depth, and project management. For sales-led teams on a budget, it’s hard to beat as a CRM software.
However, if your primary challenge is managing customer support at scale, Zendesk is the clear winner. Its AI alone can save your support team dozens of hours each week.
さあ、ツールを選んで、より良い顧客関係の構築を始めましょう！
Zendeskの比較をもっと見る
Here’s how Zendesk stacks up against other competitors in the desk software space:
Zendesk vs Freshdesk
Zendeskが優れている点： AI automation depth, enterprise scalability, omnichannel ticket routing
Freshdeskが優れている点： Lower entry price, simpler setup for small businesses
Zendesk vs Intercom
Zendeskが優れている点： Ticketing system depth, reporting and analytics, broader marketplace
Intercomが勝利した点： 会話型サポート体験、SaaS製品向けアプリ内メッセージング
Zendesk vs Help Scout
Zendeskが優れている点： AI features, scalability, marketplace integration library size
Help Scoutの勝利実績： Simpler interface, more affordable for very small support teams
Zendeskが優れている点： AI automation, enterprise trust, multilingual support depth
Zoho Deskが優れている点： Price, built-in Zoho suite for CRM and marketing teams
Insightly Comparedのその他の記事
Here’s how Insightly stacks up against other CRM software competitors:
Insightlyが勝利した点： プロジェクト管理の統合、低価格の有料プラン
HubSpotが優れている点： Free CRM tier, marketing automation, larger library of apps
Insightlyが勝利した点： プロジェクト管理機能が組み込まれており、インターフェースが洗練され、導入が容易です。
Zoho CRMが優れている点： エンタープライズティアの価格、機能の充実度、より大規模なZoho製品スイート
インサイトリー対 パイプドライブ
Insightlyが勝利した点： 販売後のプロジェクト管理、コンプライアンス認証
Pipedriveが勝利した点： 販売パイプラインの簡素化、純粋な営業チームにとっての使いやすさ
Insightlyが勝利した点： セットアップが簡単、コスト削減、プロジェクト管理機能が内蔵
Salesforceが優れている点： Enterprise customization, AI depth, global community size
よくある質問
ZendeskはCRMツールですか？
Zendesk is primarily customer support software, not a traditional CRM. It includes Zendesk Sell as a CRM add-on. For full customer relationship management, dedicated tools like Insightly serve you better.
InsightlyはCRMですか？
Yes — Insightly CRM is its flagship product. It manages contacts, leads, sales opportunities, and projects in one platform. It’s designed for small businesses tracking deals and projects together.
Zendeskは無料で利用できますか？
Zendesk has no permanent free plan. It offers a 14-day free trial with no credit card required. Qualifying startups can access Zendesk free for six months through the startup program.
Insightlyは何に使われますか？
Insightly is used for customer relationship management and project management. It helps sales teams manage contacts, sales pipeline, and project delivery in one system. Service-based companies get the most value.
Which is better between Zendesk and Insightly?
Zendesk wins for customer support operations with its ticketing system and AI. Insightly wins for sales teams needing CRM plus project management. Choose based on your primary business need.
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