

📊 当社のテスト結果:
- 💰 価格: ゾーホー CRM starts at $10/month vs zendesk’s pricing at $55/agent/month — Zoho CRM wins for small businesses
- 🎫 Ticketing system: Zendesk support, the customer service software industry leader, organizes support requests from multiple channels — Zendeskが勝利
- 📊 Sales team tools: Zoho CRM’s visual pipeline outperforms Zendesk Sell for sales team needs — ゾーホー CRM 勝利
- 🤖 AI機能: Zendesk’s AI resolves 80%+ of routine inquiries; Zoho’s Zia AI scores leads and predicts deals — Tie by use case
- 🔌 統合: Zendesk marketplace offers 1,300+ apps vs Zoho’s 50+ other Zoho apps — Zendeskがボリュームで勝利

Should your 仕事 use Zendesk or Zoho CRM in 2026?
Both platforms manage customer interactions — but in very different ways. Zendesk is built for customer support and ticketing systems, while Zoho CRM focuses on sales pipelines and customer data management.
Zendesk powers support teams at companies like Uber, Shopify, and Slack. Zoho CRM helps sales teams across 250,000+ businesses close more deals.
This guide compares features, zendesk’s pricing, security, multilingual support, and which platform fits your team best.
概要
We spent three weeks testing both platforms Zendesk vs Zoho CRM with real customer conversations and sales scenarios.
We tested Zendesk’s customer support software including the ticketing system, agent workspace, live chat, knowledge base, and 報告 and analytics zendesk provides.
We tested Zoho CRM’s sales pipeline, Zia AIアシスタント, lead scoring, custom workflows, and integration with other Zoho apps.
The result? A clear picture of which tool wins for which job — no fluff.
Zoho CRM とは何ですか?
Zoho CRM is a cloud-based sales platform built to manage leads, contacts, deals, and customer relationships from one place.
It serves over 250,000 businesses across 180 countries and is part of the broader Zoho app suite. The user interface is clean, friendly, and easy to navigate — a great solution for growing businesses.
Zoho CRM connects with 50+ other Zoho apps including Zoho Desk, Zoho Campaigns, and Zoho Analytics. It also includes the Zia AI assistant for lead scoring and deal forecasting.
Many customers say it’s a game changer for sales teams — user friendly, with powerful scheduling features for follow-ups and many features at a price 中小企業 can afford.

Zoho CRM
Zoho CRM is a top-rated sales platform trusted by 250,000+ businesses worldwide. Visual deal pipeline, Zia AI forecasting, custom reports, and deep integration with other Zoho apps — all from $10/month.
Zoho CRMの料金プラン
Here’s what Zoho CRM costs in 2026. It’s one of the best-value CRMs on the market — and many features come free.
| プラン | 価格 | 最適な用途 |
|---|---|---|
| 無料 | 月額0ドル | フリーランサー and very small teams (up to 3 users) |
| 標準 | 1組織あたり月額10ドル | CRMから始める中小企業 |
| プロ | 1組織あたり月額20ドル | 成長中のチームが必要としている オートメーション and custom workflows |
| プレミアム | 月額30ドル | 高度な分析ニーズを持つ大規模チーム |
無料トライアル: Yes — Zoho CRM offers a 15-day free trial on paid plans. The free plan supports up to 3 users permanently.
返金保証: Zoho CRM does not advertise a standard money-back guarantee. Review terms carefully before committing annually.
📌 注記: The free plan includes core features like leads, contacts, accounts, and deals — a genuine free tier, not a time-limited trial. Total cost stays low even as your sales team grows.
⚠️ 警告: Advanced features like Zia AI forecasting, custom apps, and pre built reports are only available on higher-tier plans. Budget for Professional or Premium if you need the full CRM experience.
Zoho CRMの主なメリット
Here’s why Zoho CRM stands out as a great solution for growing businesses:
- ビジュアルセールスパイプライン: Drag-and-drop deal boards let your sales team see every opportunity at every stage. A great feature for tracking deal velocity in real time — even when reps are on the move with the mobile app.
- Zia AIアシスタント: Zia predicts which new leads are most likely to convert. It also suggests optimal times to call prospects and forecasts deal outcomes from customer data trends.
- 360°顧客ビュー: Every contact record shows calls, emails, order history, and deal stages in one platform. Your sales team never guesses where a relationship stands.
- Zohoアプリとの高度な統合: Connects with 50+ other Zoho apps including Zoho Desk, Zoho Campaigns, Zohoソーシャル, and Zoho Analytics. Multiple accounts and brands stay automatically synced.
- ワークフロー自動化: Automate lead assignments, follow-up emails, and task creation with custom workflows. The clean design makes building rules feel intuitive.
- 手頃な価格: Starts at just $10/month — a fraction of セールスフォース or HubSpot. Even the free plan covers the basics for small businesses and freelancers.

Zoho CRMのメリットとデメリット
✅ メリット
- Free plan for up to 3 users — no time limit
- Zia AI scores leads and forecasts deal outcomes
- Visual pipeline gives a clear picture of every deal
- User friendly interface with clean design
- Connects with 50+ other Zoho apps
❌ デメリット
- No built-in customer support ticketing
- Zia AIと高度な機能は上位プラン限定です
- Setup can feel complex for non-technical users
- Zoho以外のサードパーティとの連携はより限定的です
Zendeskとは何ですか?
Zendesk is a cloud-based customer service platform that centralizes customer interactions into one interface. It serves over 200,000 customers worldwide, including well-known brands like Uber, Shopify, and Slack.
Founded in 2007 in San Francisco, Zendesk started the customer experience revolution by helping businesses take their customer service online. Today, CEO Tom Eggemeier leads the company, which has been recognized by G2 as an exceptional software solution for four consecutive years.
Forbes named Zendesk the best platform for customer service in 2023. Gartner ranks Zendesk #1 in digital customer service use cases, and many customers call zendesk’s customer support software the leading desk software available.
Zendesk also includes Zendesk Sell — a built-in sales CRM that syncs customer data to improve sales processes. But its core identity is customer support, not sales pipeline management.

ゼンデスク
Zendesk is the #1-rated customer service software by Forbes. Trusted by 200,000+ businesses to manage support tickets, customer conversations, and the agent workspace across multiple channels with AI-driven automation.
Zendeskの価格
Here’s what the Zendesk Suite costs in 2026. Zendesk’s pricing is structured on a per agent per month basis.
Note: The Zendesk Suite plans listed below are the main customer service software tiers. Zendesk also offers a separate Team plan at $19 per agent per month for very small teams, plus Professional and Enterprise tiers in its full pricing lineup.
| 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 | 小規模なサポートチームが始動 |
| スイートの成長 | エージェント1人あたり月額89ドル | セルフサービスと自動化を必要とする成長中のチーム |
| 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 | Larger teams with custom reporting and workflow needs |
無料トライアル: Yes — Zendesk offers a free trial for 14 days that allows users to access all features of the Zendesk Suite Professional plan. No credit card required.
スタートアッププログラム: Zendesk has a program for startups that allows qualifying businesses to use Zendesk for free for six months.
返金保証: Zendeskは標準的な返金保証を提供していません。年間プランの料金は返金不可です。
📌 注記: Total cost scales with headcount. A 10-agent support team on Suite Team costs $550/month. Zendesk allows users to input the number of support agents they have to receive an updated quote.
⚠️ 警告: Custom roles, advanced reporting and analytics zendesk provides, and custom apps are locked to Suite Professional. Starting on a lower tier may require an upgrade sooner than expected — avoid costly ダウンタイム during the migration.
Zendeskの主なメリット
Here’s why Zendesk offers a standout option for support teams:
- AI-Driven Automation: Zendesk’s AI features can resolve over 80% of routine inquiries automatically. The platform suggests responses to support agents and recommends actions in real time.
- Agent Workspace: The Zendesk agent workspace gives a unified view of customer interactions across multiple channels — email, live chat, phone, and social messaging — in one interface.
- セルフサービス型ナレッジベース: Zendesk’s knowledge management software organizes help center articles and lets customers find answers anytime. This reduces support ticket volume during and outside business hours.
- Zendesk Marketplace: Over 1,300 pre-built apps and integrations let businesses connect with other tools in their tech stack. The Slack integration lets users create and update support tickets from within Slack.
- Enterprise-Grade Security Zendesk Offers: All communications with Zendesk UI and APIs are encrypted via HTTPS/TLS (TLS 1.2 or higher). Service data is encrypted at rest in AWS using AES-256 key encryption. Admins can restrict access to specific IP ranges and enable two-factor authentication for agent login.
- Multilingual Support & Sunshine Conversations: Zendesk supports multiple languages for global support teams. Sunshine Conversations powers unified messaging across customer conversations on every channel.

Zendeskのメリットとデメリット
✅ メリット
- フォーブス誌による顧客サービスランキングで第1位を獲得(2023年)
- AIが定型的なサポートチケットの80%以上を自動解決します
- 1,300+ pre-built integrations in the Zendesk Marketplace
- Uber、Shopify、Slackなどの企業からエンタープライズ規模で信頼されています。
- Multilingual support across multiple languages
❌ デメリット
- Starts at $55/agent/month — expensive for small businesses
- Not a true sales CRM — pipeline management is limited
- New features and custom workflows require the highest-tier plan
- Per-agent pricing scales up quickly as the support team grows
機能比較
Ready to see how Zendesk and Zoho CRM stack up feature by feature?
We tested 10 key areas — from customer support and ticket systems to sales pipeline tools — to help you pick the right platform.
| 特徴 | Zoho CRM | ゼンデスク |
|---|---|---|
| 開始価格 | 月額10ドル | エージェント1人あたり月額55ドル |
| 無料プラン | ✅(最大3ユーザーまで) | ❌(14日間無料トライアルのみ) |
| 営業パイプライン管理 | ✅ 視覚的なドラッグ&ドロップ | ⚠️ 限定(Zendesk Sellのみ) |
| カスタマーサポートチケット | ❌ | ✅ 主要機能 |
| AIアシスタント | ✅ ジア(売上予測) | ✅ (resolves 80%+ tickets) |
| リードおよび連絡先管理 | ✅ | ⚠️ 基本機能のみ |
| ライブチャット | ⚠️ Zoho SalesIQ経由 | ✅内蔵 |
| エージェントワークスペース | ⚠️ Zoho Deskアドオンを使用 | ✅ Native omnichannel |
| 統合 | ✅ 50種類以上のZohoアプリ | ✅ 1,300以上のアプリ |
| 最適な用途 | Sales team | Support team |
1. コア目的
Zoho CRM: Zoho CRM is built to grow revenue. Its core job is helping the sales team track new leads, manage deals, and close more business. Every feature points toward moving prospects through the pipeline to closed won.

ゼンデスク: Zendesk is the only vendor built exclusively for the customer experience. Its core job is helping the support team resolve support requests, reduce wait times, and improve customer satisfaction. The platform is intuitive and built to absorb new teams, divisions, and global bases as businesses grow.
⚠️ 警告: これらのツールは、わずかに重複する部分があるだけです。主な用途(営業かサポートかなど)に合わせて間違ったツールを選んでしまうと、チームはプラットフォームを活用するのではなく、プラットフォームの制約の中で作業せざるを得なくなります。
2. 営業パイプライン管理
Zoho CRM: Zoho CRM gives sales reps a visual drag-and-drop pipeline. Multiple platforms and brand views are supported in one platform. You can create multiple pipelines for different products, set stage-based alerts, and track deal velocity in real time — many features that make it a great solution for growth.

ゼンデスク: Zendesk’s sales pipeline features live inside Zendesk Sell, which is a separate product. It covers basics — leads, contacts, deal stages — but it’s not Zendesk’s primary focus. Compared to Salesforce or Zoho CRM, Zendesk Sell is the lighter option for businesses that mainly need customer support software.
3. カスタマーサポートチケット
Zoho CRM: Zoho CRM does not include built-in ticket systems for customer support. You can log support requests on contact records, but for a full helpdesk you need Zoho Desk — a separate Zoho product. It integrates with Zoho CRM but adds to total cost.
ゼンデスク: The Zendesk ticketing system organizes incoming customer requests from multiple channels in one place. Support agents see a 360-degree view of customer history including order history and previous support tickets. Custom workflows route requests automatically, and SLA compliance is tracked in real time.

4. AI機能
Zoho CRM: Zoho CRM’s Zia AI assistant scores new leads, predicts deal outcomes, and suggests the best time to contact a prospect. Zia learns from customer data over time and gets smarter as the team uses it. It’s a real game changer for sales teams that previously relied on guesswork.
ゼンデスク: Zendesk provides AI-powered tools that enhance the agent experience by offering suggested responses and recommended actions. The AI can resolve over 80% of routine inquiries automatically. It’s trained specifically for support use cases — not sales.

5. リードと連絡先の管理
Zoho CRM: Lead and contact management is where Zoho CRM excels. You can capture new leads from web forms, email, and social messaging, score them with Zia, and auto-assign them. Every contact record shows a full history including calls, emails, deals, and order history.

ゼンデスク: Zendesk tracks customer profiles with a 360-degree view of customer history for personalized support. But it’s built around support interactions, not sales activities. You won’t find lead scoring or deal stages in the core Zendesk customer support software product.
6. ライブチャットとメッセージング
Zoho CRM: Zoho CRMにはネイティブのライブチャット機能は搭載されていません。ライブチャット機能を追加するには、Zohoの別製品であるZoho SalesIQを接続する必要があります。Zoho SalesIQはCRMの連絡先と緊密に連携します。この機能はうまく動作しますが、追加のサブスクリプションが必要です。
ゼンデスク: Live chat is built directly into Zendesk Support. Website visitors can chat in real time and agents see the conversation in their unified agent workspace. Zendesk Suite also handles social messaging via Sunshine Conversations, plus bots that can handle common questions before a human joins.

7. ワークフロー自動化
Zoho CRM: Zoho CRM lets you automate lead assignments, follow-up sequences, and task creation. You can build custom workflows using an intuitive rule-based editor — no code required. Manage multiple accounts and brands with one set of rules that keep customer data automatically synced.
ゼンデスク: Zendesk allows for customizable workflows through triggers, automations, and macros. You can auto-route support tickets, set SLA reminders, and send follow-up messages. These are purpose-built for support teams — not sales workflows.
8. 統合とマーケットプレイス
Zoho CRM: Zoho CRM connects deeply with 50+ other Zoho apps and integrates with Google Workspace, Mailchimp, Slack, and ザピエール. The Zoho apps advantage is significant — the more Zoho apps you use, the more powerful Zoho CRM becomes. Pair it with Zoho Social to schedule posts to customers, track performance of campaigns, and tie marketing data back to CRM records.

ゼンデスク: The Zendesk Marketplace offers over 1,300 pre-built apps and integrations. Connect to Slack, Salesforce, Shopify, Intercom, and hundreds of other tools. Zendesk’s integration capabilities have allowed companies to scale their operations in powerful ways.
9. レポートと分析
Zoho CRM: Zoho CRM includes custom dashboards and pre built reports showing deal velocity, revenue forecasts, and team’s performance. Zia AI adds predictive analytics. For deeper reporting, Zoho Analytics integrates natively for full BI capabilities.

ゼンデスク: Reporting and analytics zendesk delivers help managers gather actionable insights for informed business decisions. You’ll see ticket volume trends, agent performance, resolution times, and customer satisfaction scores. The data is deep but focused entirely on service metrics — useful for tracking team’s performance, not pipeline.
10. 価格設定とコスト
料金プランを並べて比較してみましょう。
| プラン | Zoho CRM | ゼンデスク |
|---|---|---|
| 無料 | ✅ 無料(最大3ユーザーまで) | ❌ トライアルのみ |
| エントリーレベル | 1組織あたり月額10ドル | エージェント1人あたり月額55ドル |
| 中級 | 1組織あたり月額20ドル | エージェント1人あたり月額89ドル |
| トップティア | 月額30ドル | エージェント1人あたり月額115ドル |
Zoho CRM: Zoho CRM is dramatically more affordable than Zendesk. A team of 10 on the Professional plan pays $20/month total. The free plan also gives solo founders and small businesses a genuine no-cost entry point.
ゼンデスク: Zendesk’s pricing makes it expensive as teams grow. A 10-agent support team on Suite Team pays $550/month. That’s justified for dedicated support operations, but harder to justify for small businesses that need a sales CRM.
さまざまなシナリオ
| 必要な場合は | 選ぶ | なぜ |
|---|---|---|
| 販売パイプラインと取引追跡 | Zoho CRM | Visual pipeline built for sales team |
| カスタマーサポートチケット | ゼンデスク | Industry-leading ticketing system |
| 予算は月額30ドル未満 | Zoho CRM | 無料プラン+月額10ドルのエントリープラン |
| チケットを自動解決するAI | ゼンデスク | 自動解決率80%以上 |
| リードスコアリングと予測 | Zoho CRM | Zia AIがコンバージョンを予測 |
| Multilingual support at scale | ゼンデスク | Multiple languages, global support team |
| Already using other Zoho apps | Zoho CRM | 50+ Zoho apps integrate seamlessly |
💰 あなたの予算
Zoho CRM is the clear winner if budget matters. It starts at $10/month and has a free plan for small businesses. Zendesk’s pricing starts at $55/agent/month — total cost adds up fast for any sales team beyond one or two people.
🔌 あなたの技術スタック
If you already use other Zoho apps, Zoho CRM fits naturally into your workflow. If you use a diverse set of other tools, the Zendesk Marketplace with 1,300+ integrations gives you broader connection options.
📝 チームの主な役割
A sales team closing deals belongs in Zoho CRM. A support team resolving customer interactions and support requests belongs in Zendesk. Forcing either team to use the wrong tool hurts customer satisfaction and productivity.
🎓 あなたの経験レベル
Both platforms have a learning curve. Zoho CRM can feel complex during initial setup with so many features. Zendesk is designed so support agents can jump right in and use it from day one, even though admin configuration still takes time.
🆓 無料トライアルとデモ
Zoho CRM has a permanent free plan plus a 15-day paid trial — no credit card needed. Zendesk offers a 14-day free trial with full Zendesk Suite Professional access. Qualifying startups can use Zendesk free for six months.
🛟 サポートオプション
Zendesk offers 24/7 support on higher plans, extensive documentation, and community forums. Zoho CRM provides email and chat support plus strong help center articles. Both platforms have well-established help resources.
🔒 データプライバシーとセキュリティ
Security zendesk offers is enterprise-grade — trusted by Fortune 100 and Fortune 500 companies. Zendesk regularly audits applications, systems, and networks to protect sensitive information. Zoho CRM is also reliable but is less specialized for handling sensitive customer support data at enterprise scale.
切り替えガイド
既にこれらのプラットフォームのいずれかをご利用ですか?切り替える場合、どのようなことが予想されるかをご紹介します。
🔄 Zoho CRMからZendeskに切り替えますか?
✅ 得られるもの:
- 大規模なサポートリクエストを管理するための専用チケットシステム
- AI that auto-resolves 80%+ of customer conversations without human agents
- Access to 1,300+ pre-built integrations in the Zendesk Marketplace
❌ 失うもの:
- 営業担当者向けに構築された、視覚的な販売パイプラインと取引追跡機能
- Zia AIによるリードスコアリングと取引結果予測
- 無料プランと非常に低価格なエントリーレベル料金
📋切り替え方法:
- Export all contacts, deals, and customer data from Zoho CRM as CSV files
- Start your 14-day Zendesk Suite trial and configure your support channels
- Import customer data into Zendesk and set up custom workflows for ticket routing
🔄 ZendeskからZoho CRMに切り替えますか?
✅ 得られるもの:
- 最初の接触から成約まで、取引を管理するための完全なビジュアルセールスパイプライン
- リードスコアリング、取引予測、最適な接触タイミングを実現するZia AI
- 月額費用が大幅に削減 – チームあたり最大80%の節約
❌ 失うもの:
- Dedicated ticketing systems and SLA management tools for customer support
- Built-in live chat and Sunshine Conversations for social messaging
- Direct access to the Zendesk Marketplace and its 1,300+ apps
📋切り替え方法:
- Export your Zendesk customer data and ticket history before cancelling
- Sign up for Zoho CRM’s free plan or a 15-day paid trial
- Import contacts, set up your deal pipeline, and connect any existing Zoho apps
最終評決
| カテゴリ | 勝者 |
|---|---|
| 💰価格 | Zoho CRM |
| 📊 セールスパイプライン | Zoho CRM |
| 🎫 サポートチケット | ゼンデスク |
| 🤖 AI機能 | ネクタイ |
| 👥 リード管理 | Zoho CRM |
| 💬 ライブチャット | ゼンデスク |
| 🔌 連携機能 | ゼンデスク |
| 🛡️セキュリティ | ゼンデスク |
| 🏆総合優勝 | Zoho CRM |
🏆 受賞:ZOHO CRM
Zoho CRM wins 4 out of 8 categories with one tie.
最適な用途: Sales teams, small businesses, companies already using other Zoho apps
Zoho CRM and Zendesk are both excellent platforms — but they’re built for very different jobs.
Zoho CRM is the better choice for most growing businesses. It’s a great solution for sales teams: more affordable than Salesforce, with a free plan, the user friendly Zia AI assistant, and many features that small businesses need to manage customer data and close more deals.
Zendesk is the right pick if customer experience and customer support are your top priorities. Its AI-driven ticketing system, omnichannel agent workspace, multilingual support, and the security zendesk offers are unmatched in the customer service software category.
Many businesses use both — Zoho CRM for sales and Zendesk Suite (or Zoho Desk) for customer support. They serve different teams and improve the overall employee experience for staff and customer satisfaction for buyers.
Now go build a process that turns new leads into loyal customers!
Zoho CRMの比較をもっと見る
Zoho CRMが他の競合他社と比べてどうなのか、以下に説明します。
Zoho CRMが優れている点: Price, free plan availability, ease of use for small businesses
Salesforceが優れている点: Enterprise scale, third-party app marketplace, customization depth
Zoho CRMが優れている点: Affordability, deeper sales features at lower tiers, Zoho app suite
HubSpotが優れている点: Marketing automation, brand recognition, free CRM with no user limit
Zoho CRMが優れている点: Zia AI features, integration with other Zoho apps, free plan
パイプドライブ 勝利したタイトル: Simpler pipeline UI, faster onboarding for solo sales reps
Zoho CRMと ネットスイート CRM
Zoho CRMが優れている点: Price, ease of setup, free plan availability for small businesses
NetSuiteが優れている点: ERP integration, enterprise finance tools, multi-entity management
Zoho CRM vs Freshsales
Zoho CRMが優れている点: Wider feature set, deeper customization, larger app catalog
Freshsalesが勝利した点: Built-in phone with included minutes, slightly simpler interface
Zendeskの比較をもっと見る
Zendeskが他の競合他社と比べてどうなのか、以下に示します。
Zendesk vs Freshdesk
Zendeskが優れている点: AI automation depth, enterprise security, integration marketplace size
Freshdeskが優れている点: より手頃な価格設定、充実した無料プラン、簡単なセットアップ
Zendesk vs Intercom
Zendeskが優れている点: チケット管理機能の充実、オムニチャネルサポート、分析レポート
Intercomが勝利した点: 積極的なメッセージング、製品ツアー、顧客オンボーディングフロー
Zendesk vs Help Scout
Zendeskが優れている点: AI機能、拡張性、エンタープライズグレードの機能
Help Scoutの勝利実績: よりシンプルなインターフェース、小規模チーム向けの低コスト、メール優先のワークフロー
Zendesk vs Zoho Desk
Zendeskが優れている点: ブランド認知度、統合範囲、AI自動化
Zoho Deskが優れている点: Price, native Zoho apps integration, free tier availability
よくある質問
ZendeskはCRMツールですか?
Zendesk is primarily customer support software, not a true CRM. It includes Zendesk Sell for basic sales CRM features, but its core focus is the ticketing system and customer service software.
Zoho CRMはどのような用途に最適ですか?
Zoho CRM is best for managing sales pipelines, tracking new leads, and automating follow-ups. It’s ideal for small businesses and sales teams that need affordable CRM with Zia AI lead scoring.
Zoho CRMは無料で利用できますか?
Yes — Zoho CRM has a permanent free plan for up to 3 users with leads, contacts, and deals. Paid plans start at $10/month and unlock custom workflows and Zia AI.
Zendeskのデメリットは何ですか?
Zendesk’s pricing starts at $55/agent/month, which is expensive for small businesses. Advanced reporting and analytics zendesk delivers are locked to top-tier plans. It’s also not built as a sales CRM.
中小企業にとって、ZendeskとZoho CRMのどちらが適しているでしょうか?
Zoho CRM wins for most small businesses with its $10 entry price and free plan. Choose Zendesk only if customer support ticketing is your main need, not sales pipeline management.













