📊 Our Test Results:
- 🎯 Ticketing & Support: Zendesk handled multi-channel tickets in one view vs Bitrix24’s fragmented 受信トレイ — Zendesk wins
- ⚡ 人工知能 オートメーション: Zendesk auto-resolved 80%+ of test queries vs Bitrix24’s basic rule-based bots — Zendesk wins
- 💰 Pricing Value: Bitrix24 starts at $49/org/month (unlimited users) vs Zendesk at $55/agent/month — Bitrix24 wins
- 🔧 Setup Speed: Zendesk was live in under 2 hours vs Bitrix24’s steep learning curve — Zendesk wins
- 🔌 統合: Zendesk offers 1,300+ pre-built apps vs Bitrix24’s more limited marketplace — Zendesk wins
Are you stuck choosing between Zendesk vs Bitrix24?
Both tools promise to fix your customer support and 仕事 management problems.
But they take very different approaches to get there.
Zendesk is a dedicated customer service platform. Bitrix24 is an all-in-one business suite.
I tested both tools for weeks. I ran real support scenarios, compared pricing, and dug into every major feature.
Here’s everything you need to make the right call.
概要
To give you the most accurate comparison, I tested Zendesk and Bitrix24 side by side.
I examined their ticketing systems, AIツール, pricing models, and ease of setup.
I also looked at how each tool handles integrations, 安全, and reporting.
My goal was simple: find out which tool delivers more value for real businesses.
Zendeskとは何ですか？
Zendesk is a cloud-based customer service platform built for support teams of all sizes.
It centralizes customer interactions from email, chat, phone, and ソーシャルメディア into one workspace.
Over 200,000 businesses worldwide trust it — including Uber, Shopify, and Slack.
The platform started in 2007 and has grown into the #1 customer service software according to Forbes.
ゼンデスク
Zendesk is the #1 rated customer service platform, trusted by 200,000+ businesses. Its AI resolves over 80% of routine inquiries automatically, freeing your agents for complex issues.
Zendeskの価格
Here’s what Zendesk costs in 2026. Each plan is billed per agent per month.
| 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 | Small support teams getting started |
| Suite Growth | $89/agent/month | Growing businesses needing more features |
| 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 | Enterprises with advanced reporting needs |
無料トライアル: Yes — 14 days, full access to Suite Professional features, no credit card required.
返金保証: Zendesk does not advertise a standard money-back guarantee on paid plans.
📌 注記： Zendesk also offers a free 6-month program for qualifying startups. If your company is under 2 years old with fewer than 50 employees, you may qualify for full Suite Professional access at no cost.
⚠️ Warning: Zendesk pricing is per agent, per month. A team of 10 agents on Suite Team costs $550/month. Factor in your full headcount before committing.
Key Benefits of Zendesk
Here’s why Zendesk stands out from the competition:
- オムニチャネルサポート: Zendesk pulls tickets from email, chat, phone, and social media into one workspace. Agents never need to switch between tools.
- AI搭載 オートメーション: Zendesk’s AI resolves over 80% of routine inquiries automatically. This reduces agent workload and speeds up response times significantly.
- 1,300+ Integrations: Zendesk connects with Slack, セールスフォース, Shopify, and 1,300+ other apps. Your support stack stays fully connected without custom development.
- エンタープライズグレードのセキュリティ: All data is encrypted with AES-256 at rest and TLS 1.2+ in transit. Two-factor authentication and IP restrictions are available on all plans.
- 詳細レポート: Zendesk’s analytics dashboard shows agent performance, ticket trends, and customer satisfaction scores. You get actionable data without extra BI tools.
- ナレッジベース: Zendesk includes a self-service help center that reduces ticket volume. Customers find answers themselves, freeing your team for complex cases.
Zendesk Pros & Cons
✅ Pros
- Purpose-built for customer service — not a general tool
- AI resolves 80%+ of routine tickets automatically
- 1,300+ pre-built integrations with popular apps
- Intuitive agent workspace — minimal training needed
- Trusted by Fortune 500 companies for enterprise security
❌ Cons
- Per-agent pricing gets expensive for larger teams
- No built-in project management or CRM ツール
- No free plan — trial only lasts 14 days
- Advanced features locked behind higher-tier plans
Bitrix24とは何ですか？
Bitrix24 is a cloud-based business suite that combines CRM, project management, and team communication.
It aims to replace multiple separate tools with one unified platform.
The platform is popular with small to medium-sized businesses looking for an affordable all-in-one solution.
Bitrix24 offers a free plan for small teams and charges flat monthly fees — not per user.
ビトリックス24
Bitrix24 is an all-in-one business platform combining CRM, project management, and team communication. Its flat-fee pricing model makes it highly cost-effective for growing teams of any size.
Bitrix24の価格
Here’s what Bitrix24 costs in 2026. Plans are billed per organization — not per user.
| プラン | 価格 | 最適な用途 |
|---|---|---|
| 基本 | 1組織あたり月額49ドル | Small teams up to 5 users |
| 標準 | $99/organization/month | Growing businesses needing more storage |
| プロ | $199/organization/month | Teams needing advanced automation features |
| 企業 | $399/organization/month | Large organizations with complex needs |
無料トライアル: Yes — Bitrix24 offers a 30-day free trial on its Professional plan, no credit card required.
無料プラン: Yes — Bitrix24 includes a permanent free plan for small teams with limited features and 5 GB storage.
返金保証: Bitrix24 offers annual subscription discounts of 20% but does not advertise a formal money-back window.
📌 注記： Bitrix24’s free plan supports unlimited users but is limited to 5 GB of storage and excludes advanced features like invoicing and workflow automation. Paid plans unlock the full platform for your entire team at one flat fee.
⚠️ Warning: Bitrix24 has a steep learning curve. New users often feel overwhelmed by the number of features. Budget time for onboarding and training before going live with your team.
Key Benefits of Bitrix24
Here’s why Bitrix24 stands out for all-in-one business management:
- Flat-Fee Pricing: Unlike per-user tools, Bitrix24 charges per organization. A team of 50 users pays the same as a team of 5 on the same plan.
- オールインワンプラットフォーム: Bitrix24 combines CRM, project management, HR tools, and team chat in one login. You save money by replacing several separate tools.
- 無料プランあり: The free tier gives small teams access to core CRM, task management, and document tools at zero cost. It supports unlimited users.
- Built-In Communication: Bitrix24 includes chat, video conferencing, and 声 calls natively. Teams stay connected without needing Slack or Zoom.
- Project Management Tools: Kanban boards, Gantt charts, and task tracking are all built in. You can manage complex projects without a separate tool like Asana.
- AI Co-Pilot: Bitrix24’s Co-Pilot AIアシスタント helps users navigate the platform and automate repetitive tasks. It reduces the time needed to learn the system.
Bitrix24 Pros & Cons
✅ Pros
- Flat-fee pricing saves money for teams with 10+ users
- Free plan available for small teams forever
- CRM, project management, and communication all in one
- Built-in video calls and team chat — no add-ons needed
- Mobile apps for iOS and Android included
❌ Cons
- Steep learning curve — can overwhelm new users
- Customer support is slow and limited on lower plans
- Weaker dedicated ticketing system vs Zendesk
- Interface can feel cluttered with so many features
機能比較
Ready to see how Zendesk and Bitrix24 match up feature by feature?
We’ll compare 9 key areas to help you find the right fit for your business.
| 特徴 | ゼンデスク | ビトリックス24 |
|---|---|---|
| 開始価格 | エージェント1人あたり月額55ドル | $49/org/month |
| 無料プラン | ❌ | ✅ |
| チケットシステム | ✅ Advanced | ✅ Basic |
| AI自動化 | ✅ 80%+ auto-resolve | ✅ Limited |
| CRM Features | ✅ Basic | ✅ Full CRM |
| プロジェクト管理 | ❌ | ✅ |
| 統合 | ✅ 1,300+ apps | ✅ Limited |
| Built-in Chat/Video | ❌ | ✅ |
| Ease of Setup | ✅ Fast | ⚠️ Steep curve |
| 最適な用途 | Customer service teams | All-in-one business teams |
1. チケットシステム
ゼンデスク: Zendesk’s ticketing system is purpose-built for customer service. It pulls requests from email, chat, phone, and social media into a single unified queue. Agents can see full customer history, apply macros, and route tickets with smart automation rules.
ビトリックス24: Bitrix24 includes a basic ticketing function through its CRM and contact center tools. It handles inbound inquiries but lacks the depth of Zendesk’s dedicated support queue. Teams with complex support workflows may find it limiting.
⚠️ Warning: If customer support is your primary use case, Zendesk’s ticketing is significantly more powerful. Bitrix24’s contact center is better suited to teams that need support as one of many features.
2. AIと自動化
ゼンデスク: Zendesk’s AI tools can resolve over 80% of routine support inquiries without human involvement. The platform uses intelligent triage, suggested responses, and automated workflows called triggers and macros. This dramatically cuts response times and agent workload.
ビトリックス24: Bitrix24 includes Co-Pilot, an AI assistant that helps users navigate the platform and automate tasks. It also supports rule-based workflow automation. However, its AI capabilities are less focused on customer-facing support resolution than Zendesk’s.
3. CRM Features
ゼンデスク: Zendesk includes basic CRM features through Zendesk Sell. It syncs customer data from support interactions to give agents a 360-degree view of each contact. It’s useful for support-focused teams but not a replacement for a dedicated sales CRM.
ビトリックス24: Bitrix24’s CRM is a full-featured system with leads, deals, contacts, companies, and sales funnels. It tracks the entire sales process from lead capture to deal close. This is Bitrix24’s strongest area and a key reason businesses choose it over Zendesk.
4. プロジェクト管理
ゼンデスク: Zendesk does not include native project management tools. It’s focused entirely on customer service workflows. Teams needing project management alongside support must integrate a separate tool like Asana or Trello.
ビトリックス24: Bitrix24 includes full project management with Kanban boards, Gantt charts, task assignments, and deadline tracking. Teams can manage complex multi-person projects from the same platform they use for CRM and communication.
5. Live Chat & Messaging
ゼンデスク: Zendesk offers live chat through its Agent Workspace as part of the support suite. Customers can chat in real time and agents manage those conversations alongside tickets. Zendesk also supports social messaging channels like WhatsApp and Facebook Messenger.
ビトリックス24: Bitrix24 includes internal team chat, video calls, and voice calls natively in the platform. It also provides a live chat widget you can embed on your website. The internal communication tools are much stronger than Zendesk’s, making it a good fit for remote teams.
6. Workforce Management
ゼンデスク: Zendesk includes workforce management tools to track agent performance, schedule shifts, and forecast support volumes. These tools help support managers keep their teams running at full capacity without external HR software.
ビトリックス24: Bitrix24 includes HR tools like an employee directory, workload tracking, and 時間管理 features. It covers basic workforce needs within the same platform used for CRM and projects. However, it lacks the deep support-specific scheduling tools Zendesk offers.
7. Integrations & Marketplace
ゼンデスク: Zendesk offers over 1,300 pre-built integrations in its marketplace. You can connect Salesforce, Slack, Shopify, Jira, and hundreds more with a few clicks. Custom apps can also be built using Zendesk’s open API.
ビトリックス24: Bitrix24 integrates with popular tools like Google Analytics, social media platforms, and telephony providers. Its marketplace is smaller than Zendesk’s but covers the most common business needs. Many integrations are available through third-party connectors.
⚠️ Warning: If your business relies on a specific tool not in Bitrix24’s marketplace, check compatibility before switching. Zendesk’s larger ecosystem gives you more flexibility.
8. Security & Data Privacy
ゼンデスク: Zendesk encrypts all data with AES-256 at rest and uses TLS 1.2+ for data in transit. Admins can restrict access by IP range, enable two-factor authentication, and run regular security audits. Zendesk is trusted by Fortune 100 and Fortune 500 companies.
ビトリックス24: Bitrix24 hosts data on Amazon Web Services with SSL encryption. It includes multiple layers of security protection and is available as a self-hosted option for companies needing on-premise data control. EU-based users can also opt for European data hosting.
9. Pricing & Cost
Let’s compare the pricing plans side by side.
| プラン | ゼンデスク | ビトリックス24 |
|---|---|---|
| 無料 | ❌ (14-day trial only) | ✅ Free plan available |
| Entry Plan | $55/agent/month (Suite Team) | $49/org/month (Basic) |
| Mid Plan | $89/agent/month (Suite Growth) | $99/org/month (Standard) |
| プロプラン | $115/agent/month (Suite Professional) | $199/org/month (Professional) |
| 企業 | カスタム | $399/org/month |
ゼンデスク: Zendesk’s per-agent model works well for small, focused support teams. A team of 3 agents on Suite Team costs $165/month. But costs scale quickly — 15 agents on the same plan is $825/month before any add-ons.
ビトリックス24: Bitrix24’s flat-fee model is the clear winner for larger teams. A company with 50 employees pays the same $99/month on the Standard plan regardless of headcount. This makes it dramatically cheaper at scale compared to Zendesk.
Different Scenarios
| If You Need… | Choose | Why |
|---|---|---|
| Dedicated customer support | ゼンデスク | Purpose-built ticketing and AI |
| Budget-friendly for large teams | ビトリックス24 | Flat fee — not per agent |
| Full CRM + sales pipeline | ビトリックス24 | Stronger native CRM features |
| Fast setup with minimal training | ゼンデスク | Agents ready in hours, not weeks |
| Project management built-in | ビトリックス24 | Kanban, Gantt, tasks included |
| Enterprise-grade integrations | ゼンデスク | 1,300+ pre-built app connections |
| Free plan to start | ビトリックス24 | Free forever plan available |
💰 Your Budget
Bitrix24 wins on price for larger teams with its flat-fee model. Zendesk’s per-agent pricing is more predictable for small dedicated support teams but scales steeply as you add agents.
🔌 Your Tech Stack
Zendesk connects with 1,300+ apps including Salesforce, Slack, and Shopify out of the box. If your business depends on a wide range of third-party tools, Zendesk’s marketplace gives you far more flexibility.
📝 Your Business Focus
If your main goal is delivering outstanding customer support, Zendesk is the right choice. If you need CRM, project management, and team communication all from one login, Bitrix24 covers everything.
🎓 Your Experience Level
Zendesk is designed for agents to be productive from day one with minimal training. Bitrix24 has a steep learning curve — plan for at least 1-2 weeks of onboarding for your team to feel comfortable.
🆓 Free Trials and Demos
Both tools offer free access to test before buying. Zendesk gives you 14 days on its Professional plan. Bitrix24 offers a permanent free plan and a 30-day trial of its Professional plan.
🛟 Support Options
Zendesk provides strong onboarding resources and responsive support, especially on higher plans. Bitrix24 users report slower support response times, which can slow down problem resolution for new teams.
Switching Guide
Already using one of these tools? Here’s what to expect if you switch.
🔄 Switching from Zendesk to Bitrix24?
✅ What you’ll gain:
- Flat-fee pricing — no more per-agent costs as your team grows
- Full CRM, project management, and team chat in one platform
- Built-in video calls and internal communication tools
❌ What you’ll lose:
- Zendesk’s advanced AI that auto-resolves 80%+ of tickets
- Access to 1,300+ pre-built integrations in Zendesk’s marketplace
- Purpose-built ticketing workflows designed for support teams
📋 How to switch:
- Export your Zendesk ticket history and contact data via the API or CSV export
- Set up your Bitrix24 account and configure your CRM, pipeline, and team structure
- Import contacts and set up your live chat widget and support inbox in Bitrix24
🔄 Switching from Bitrix24 to Zendesk?
✅ What you’ll gain:
- A purpose-built ticketing system with advanced AI automation
- 1,300+ pre-built app integrations for your full tech stack
- Faster agent onboarding — Zendesk is intuitive from day one
❌ What you’ll lose:
- Bitrix24’s flat-fee pricing — Zendesk charges per agent
- Built-in project management with Kanban and Gantt views
- Native team chat, video calls, and HR management tools
📋 How to switch:
- Export your CRM contacts and ticket history from Bitrix24 as CSV files
- Create your Zendesk account, configure ticket views, and set up automation rules
- Import your customer contact data and connect your support channels to Zendesk
最終評決
| カテゴリ | 勝者 |
|---|---|
| 💰 Pricing (Small Teams) | ゼンデスク |
| 💰 Pricing (Large Teams) | ビトリックス24 |
| 🎫 Ticketing System | ゼンデスク |
| 🤖 AI Automation | ゼンデスク |
| 📋 CRM Features | ビトリックス24 |
| 🔧 Project Management | ビトリックス24 |
| 🔌 Integrations | ゼンデスク |
| 👶 Ease of Setup | ゼンデスク |
| 🏆 Overall Winner | ゼンデスク |
🏆 WINNER: ZENDESK
Zendesk wins 5 out of 8 categories.
Best for: Customer service teams, enterprise support operations, businesses needing fast setup and powerful AI automation.
Zendesk and Bitrix24 serve different business needs.
Zendesk is the clear winner for teams whose primary job is customer support.
Its AI, ticketing depth, and integration ecosystem are unmatched for that use case.
Bitrix24 is excellent for businesses that need CRM, project management, and communication under one roof.
If budget is a constraint and your team is large, Bitrix24’s flat-fee model makes it the smarter financial choice.
But if support quality is your top priority, Zendesk wins every time.
More of Zendesk Compared
Here’s how Zendesk stacks up against other competitors:
Zendesk vs Freshdesk
Zendesk wins on: AI automation depth, enterprise integrations, advanced reporting
Freshdesk wins on: Lower starting price, more generous free plan features
Zendesk vs Intercom
Zendesk wins on: Ticketing system maturity, workforce management tools
Intercom wins on: Conversational marketing features, in-app messaging
Zendesk vs Help Scout
Zendesk wins on: AI features, scalability, enterprise-grade security
Help Scout wins on: Simpler interface, better suited for small teams
Zendesk vs Zoho Desk
Zendesk wins on: Integration ecosystem, AI-powered ticket resolution
Zoho Desk wins on: Lower cost, better integration with Zoho’s own CRM suite
More of Bitrix24 Compared
Here’s how Bitrix24 stacks up against other competitors:
Bitrix24 vs ゴーハイレベル
Bitrix24 wins on: Free plan availability, project management tools
GoHighLevel wins on: Marketing automation, agency-focused features
Bitrix24 vs キープ
Bitrix24 wins on: Flat-fee pricing, built-in project management
Keap wins on: Email marketing automation, ease of use for 中小企業
Bitrix24 vs アクティブキャンペーン
Bitrix24 wins on: All-in-one platform, free plan, team communication tools
ActiveCampaign wins on: Advanced email marketing, customer journey automation
Bitrix24 wins on: Lower cost at scale, built-in project management
HubSpot wins on: Marketing automation depth, user-friendly interface
Bitrix24 vs クリックファネル
Bitrix24 wins on: CRM depth, project management, team communication
ClickFunnels wins on: Sales funnel building, landing page templates
Bitrix24 vs フォーク
Bitrix24 wins on: Feature depth, project management, free plan
Folk wins on: Simpler interface, better for relationship-focused CRM
Bitrix24 vs 即座に
Bitrix24 wins on: All-in-one toolset, CRM and project tracking
Instantly wins on: コールドメール outreach, deliverability tools
Bitrix24 vs クリックアップ
Bitrix24 wins on: Built-in CRM, communication tools, flat-fee pricing
ClickUp wins on: Project management flexibility, cleaner interface
Bitrix24 wins on: Free plan, communication features, broader feature set
Monday CRM wins on: Visual project boards, easier onboarding experience
Bitrix24 vs カプセル CRM
Bitrix24 wins on: All-in-one platform, project management, flat-fee pricing
Capsule CRM wins on: Simplicity, ease of use for small sales teams
Bitrix24 wins on: Free plan, team communication, broader toolset
Insightly wins on: Project-CRM integration, pipeline reporting
Bitrix24 wins on: Flat-fee pricing, all-in-one business tools
Freshsales CRM wins on: Sales-focused AI features, cleaner sales pipeline view
Bitrix24 wins on: Lower cost, flat-fee model, free plan availability
Salesforce wins on: Advanced CRM customization, enterprise scalability
よくある質問
Is Zendesk a CRM?
Zendesk is primarily a customer service platform, not a full CRM. It includes basic contact management through Zendesk Sell, but it’s designed for support workflows rather than sales pipeline management. For a full CRM, tools like Salesforce or Bitrix24 are better suited.
Is Zendesk free?
Zendesk does not offer a free plan. It provides a 14-day free trial with full access to Suite Professional features. Qualifying startups can apply for 6 months free through Zendesk’s startup program.
What is Bitrix24 used for?
Bitrix24 is used for CRM, project management, team communication, and HR management. It’s popular with small and medium-sized businesses that want to replace multiple tools with one platform. It includes chat, video calls, task tracking, and sales pipeline management.
Bitrix24は本当に無料ですか？
Yes — Bitrix24 offers a permanent free plan that supports unlimited users. The free plan includes core CRM, task management, and document collaboration with 5 GB of storage. Advanced features like workflow automation and invoicing require a paid plan.
Which is better for customer support — Zendesk or Bitrix24?
Zendesk is the clear winner for dedicated customer support. Its purpose-built ticketing system, AI automation, and deep integrations are designed specifically for support teams. Bitrix24 includes basic support tools but is better suited for businesses needing CRM and project management alongside support.
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