📊 Resultados dos nossos testes:
- 🎯 Sistema de emissão de bilhetes: Zendesk handled 50 test support tickets across multiple channels — Monday’s basic conversation panel could not match it.
- 🤖 Automação por IA: Zendesk AI auto-resolved 80%+ routine support requests vs Monday’s rule-based workflow automation.
- 💰 Estrutura de preços: Monday’s basic plan starts at $9 per seat vs Zendesk’s $55 per agent — total cost matters.
- 🔌 Integrações: Zendesk marketplace offers 1,300+ apps vs Monday’s 50+ — including Salesforce and Google Calendar.
- 📊 Relatórios e Análises: Zendesk’s analytics on team’s performance edge out Monday’s custom dashboards.
Choosing between Zendesk and Monday CRM comes down to one question.
Do you need dedicated customer service software or a flexible customer relationship management tool?
Zendesk is built purely for customer support and customer experience.
Monday is a work management and project management software platform that added a CRM layer.
I tested both tools Zendesk vs Monday CRM for four weeks to find out which one fits which kind of negócios.
The answer depends entirely on what your support team or sales team does every day.
Visão geral
I ran real support requests through Zendesk and managed a mock sales pipeline in Monday CRM.
I tested their automation features, reporting, third party integrations, and ease of use.
I checked how each tool handles customer conversations, customer dados, and team collaboration.
Here is what I found after four weeks of hands-on testing across both tools.
O que é o Zendesk?
Zendesk is a cloud-based customer support software platform headquartered in San Francisco.
It centralizes customer interactions from multiple channels into one agent workspace.
The company started the customer experience revolution in 2007. Today, CEO Tom Eggemeier leads Zendesk.
Zendesk serves over 200,000 customers worldwide. Many customers include Uber, Shopify, and Slack.
Zendesk’s customer support software is the only vendor built exclusively for the customer experience.
🏆 Vencedor: Zendesk
Forbes named Zendesk the #1 platform for customer service in 2023. Its AI resolves 80%+ of routine support requests. Trusted by 200,000+ businesses including Uber and Shopify.
Preços do Zendesk
Here is what Zendesk’s pricing looks like in 2026. Zendesk offers a total of four main pricing tiers, billed per agent per month annually.
| Plano | Preço | Ideal para |
|---|---|---|
| Equipe da Suíte | US$ 55 por agente por mês | Small businesses starting with customer support |
| Crescimento do conjunto de suítes | US$ 89 por agente por mês | Equipes em crescimento que precisam de autosserviço e análises. |
| Profissional de Suíte | US$ 115 por agente por mês | Advanced support teams with custom workflows |
Preços verificados em março de 2026.
Teste grátis: Yes — Zendesk offers a 14-day free trial with full access to all the features of the Zendesk Suite Professional plan. No credit card required.
Garantia de reembolso: Zendesk does not advertise a standard refund policy. Contact their support team for refund options on annual billing.
📌 Observação: Zendesk has a program for startups. Qualifying businesses can use Zendesk for free for six months. Each plan includes core ticketing features. You can input the number of agents you have to receive an updated quote for your subscription.
⚠️ Aviso: Zendesk’s pricing is per agent per month. Total cost scales fast as your support agents grow. Costly tempo de inatividade can also happen during plan upgrades — schedule changes outside business hours.
Principais benefícios do Zendesk
Here is why Zendesk leads the customer service software industry:
- Espaço de trabalho do agente omnicanal: Zendesk Suite organizes customer conversations from email, live chat, social messaging, and phone into one panel. Support agents can respond to support tickets from multiple channels without switching tools.
- Suporte com inteligência artificial: Zendesk’s AI features can resolve over 80% of routine inquiries automatically. The platform suggests responses, flags sensitive information, and predicts customer intent for support agents.
- Zendesk Marketplace: Zendesk offers 1,300+ pre-built apps and integrations, including Slack, Salesforce, and Sunshine Conversations. You can create custom apps using its developer tools.
- Security Zendesk: All data is encrypted at rest in AWS using AES-256 key encryption. Sensitive information stays protected with two-factor authentication and IP restrictions for agent login.
- Reporting and Analytics Zendesk: Detailed reports track team’s performance, customer satisfaction, and ticket trends. Agents can see order history and customer data in one view.
- Central de Ajuda de Autoatendimento: The built-in knowledge base lets you publish center articles. Customers help themselves anytime, day or night, in multiple languages with multilingual support.
Prós e contras do Zendesk
✅ Prós
- Purpose-built customer support software with deep ticketing systems
- A IA resolve automaticamente mais de 80% das consultas de rotina.
- 1,300+ apps in the Zendesk marketplace
- Trusted by Uber, Shopify, and Slack for enterprise customer support
- Ranked #1 by Forbes for customer service software in 2023
❌ Contras
- Expensive — starts at $55/agent/month vs Monday CRM’s $9 per seat
- Not ideal for project management or managing tasks outside support
- Can feel complex for small businesses or solo support agents
O que é o Monday CRM?
Monday CRM is the sales-focused product inside the Monday.com work management platform.
It helps sales teams manage leads, track deals, and discuss work on the same page.
Monday serves over 152,000 customers across more than 200 countries.
It is one of the most incredibly intuitive project management platforms on the market.
The platform’s feature set blends customer relationship management with project management tools.
CRM de segunda-feira
Monday CRM is a great tool for managing projects and sales pipelines. The basic plan starts at just $9 per seat. It serves 152,000+ customers worldwide with collaboration tools and customizable templates.
Preços do CRM às segundas-feiras
Here are Monday’s paid plans for 2026. Pricing is per seat, per month, billed annually.
| Plano | Preço | Ideal para |
|---|---|---|
| Livre | $0 (up to 2 seats) | Individuals tracking their own work |
| Básico | US$ 9 por assento por mês | Pequena empresa teams creating boards |
| Padrão | US$ 12 por assento por mês | Teams needing time tracking and Gantt chart view |
| Pró | US$ 19 por assento por mês | Advanced reporting and software development teams |
| Empresa | Preços personalizados | Large organizations needing advanced security |
Preços verificados em março de 2026.
Teste grátis: Yes — Monday offers a free version with limited features and a free trial for paid plans. No credit card required.
Garantia de reembolso: Monday.com offers refunds in certain cases. Check their terms for details.
📌 Observação: The free plan allows up to 2 seats and three boards. The basic plan includes 5GB storage space and unlimited boards. Monday’s pro plan unlocks advanced features like time tracking and Gantt chart view. The enterprise plan uses custom pricing.
⚠️ Aviso: Monday’s pricing structure is confusing. Pricing depends on team size — exceed the limit and you must pay for the next tier up. Prices have increased significantly over the last few years.
Principais benefícios do Monday CRM
Here is why Monday CRM stands out for managing projects and sales:
- Budget-Friendly Paid Plans: Monday starts at $9 per seat — up to 6x cheaper than Zendesk. Smaller teams can get started with just a few clicks. New users find onboarding fast.
- Visual Project Management Tools: View work as Kanban board, Gantt charts, timeline, or calendar. Project timelines and project progress show clearly at a glance.
- No-Code Workflow Automation: Build automations to keep communication tight and cut repetitive work across teams. The automation features cover task dependencies, file sharing, and assignment rules.
- Customizable Templates & Custom Fields: Pick from customizable templates for event planning, software teams, human resources, and research team workflows. Add custom fields for any data type.
- Work Management Tools Integration: Monday CRM connects directly to Monday’s work management platform. Sales, operations, and project teams stay on the same page.
- Custom Dashboards & Activity Log: Track all the data your team cares about. The activity log shows every change. Standout features include guest access and premium support on higher tiers.
Segunda-feira: Prós e contras do CRM
✅ Prós
- Very affordable — starts at $9 per seat per month
- Incredibly intuitive interface — feels like Google Sheets with superpowers
- Strong collaboration features and file storage on every paid plan
- Flexible for project management software, CRM software, and task management
❌ Contras
- Lacks dedicated customer support ticket systems and ticketing system features
- Pricing structure is complicated and tied to team size tiers
- Steep learning curve when configuring advanced reporting and dashboards
Comparação de recursos
Ready to compare Zendesk vs Monday CRM feature by feature?
I broke down 9 key features that matter most for businesses choosing between these two platforms.
| Recurso | Zendesk | CRM de segunda-feira |
|---|---|---|
| Preço inicial | US$ 55 por agente por mês | US$ 9 por assento por mês |
| Plano Gratuito | ❌ (Teste grátis por 14 dias) | ✅ Free up to 2 seats |
| Sistema de emissão de bilhetes | ✅ Omnicanalidade completa | ❌ Basic conversation panel |
| Automação de IA | ✅ Resolve mais de 80% das solicitações | ❌ Somente com base em regras |
| CRM / Funil de Vendas | ✅ Complemento Zendesk Sell | ✅ Funil de vendas integrado |
| Gerenciamento de projetos | ❌ Quantidade limitada | ✅ Kanban, Gantt, timeline |
| Integrações | ✅ Mais de 1.300 aplicativos | ✅ Mais de 50 aplicativos |
| Base de conhecimento | ✅ Built-in help center | ❌ Community forum only |
| Ideal para | Equipes de suporte ao cliente | Equipes de vendas e projetos |
1. Customer Support & Ticketing System
Zendesk: Zendesk Support is purpose-built for ticketing systems. It organizes incoming support requests from email, live chat, phone, social messaging, and SMS into one agent workspace. Agents see a 360-degree view of customer history before they respond. The platform supports multilingual support across multiple languages, which matters for global businesses.
CRM de segunda-feira: Monday is not desk software. Its conversation panel can track customer issues as items on a board, but it lacks a true ticket systems setup. There are no SLA rules, no automatic ticket routing, and no built-in customer satisfaction surveys.
⚠️ Aviso: If your support team handles more than 20 customer support requests per day, Monday CRM will feel limiting. Zendesk is the only real choice for high-volume support tickets.
2. AI & Automation Features
Zendesk: Zendesk’s AI engine resolves over 80% of routine customer interactions automatically. It suggests responses, predicts intent, and routes tickets based on context. The AI uses your knowledge base and order history to give agents real-time recommendations. Custom workflows let you automate any repeatable process.
CRM de segunda-feira: Monday CRM ships with a no-code workflow automation construtor. You can set “if this, then that” rules to move deals, send notifications, or assign tasks to a team member. The automation features are easy to build but cannot handle AI-driven support resolution.
✅ Resultado do teste: Zendesk’s AI auto-closed 8 out of 10 simple support tickets without agent input. Monday’s rule-based automations require manual setup for every scenario — fine for sales, not for support.
3. CRM e Pipeline de Vendas
Zendesk: Zendesk Sell is the sales CRM inside the Zendesk suite. It syncs customer data with the support side, so agents and the sales team work from one record. Reps can see order history, past support tickets, and live customer conversations in one panel.
CRM de segunda-feira: Monday has a native, visual sales pipeline with Kanban board and Gantt chart views. You can track deals from first contact to close, assign team members their own pipeline, and build custom dashboards. It is one of the most flexible CRM software options for sales-led teams.
4. Project Management & Work Management Tools
Zendesk: Zendesk is not a project management tool. It can track tasks tied to tickets, but it lacks Gantt charts, task dependencies, project timelines, or true project management software features. Use other tools for managing projects outside support workflows.
CRM de segunda-feira: Monday is one of the leading project management platforms. It supports Kanban board, Gantt chart, calendar, and timeline views. You can map task dependencies, track time tracking, and visualize project progress. Software development teams, software teams, research team groups, and event planning teams all use Monday daily.
5. Relatórios e análises
Zendesk: Reporting and analytics Zendesk delivers are pre-built for support managers. Track response time, resolution rate, customer satisfaction (CSAT), and agent performance. Reports surface insights on team’s performance and help you spot bottlenecks fast.
CRM de segunda-feira: Monday provides custom dashboards on its pro plan and above. You can pull data from multiple boards into one view and visualize all the data your team cares about. Advanced reporting is available on higher tiers but requires more manual setup than Zendesk.
6. Integrações e Marketplace
Zendesk: The Zendesk marketplace offers 1,300+ pre-built apps and integrations. It connects with Slack, Salesforce, Shopify, Sunshine Conversations, and hundreds more. The Slack integration lets agents create and update tickets without leaving Slack. You can also build custom apps for niche workflows.
CRM de segunda-feira: Monday integrates with 50+ popular apps, including Slack, Google Calendar, Microsoft Teams, and Google Sheets. Third party integrations cover most everyday work tools. It is enough for most teams, but cannot match Zendesk’s depth on enterprise integrations.
7. Base de Conhecimento e Autoatendimento
Zendesk: Zendesk includes a built-in help center with searchable center articles in multiple languages. Customers can find answers themselves before they create a support ticket. This single feature cuts inbound support volume — and frees agents to focus on what really needs human attention. The employee experience improves when agents spend less time on repetitive questions.
CRM de segunda-feira: Monday does not include a public self-service knowledge base. It has community forums and video tutorials for its own users. However, you cannot publish a help center for your own customers from within Monday.
⚠️ Aviso: If reducing inbound support volume is a priority, Monday CRM cannot help. Only Zendesk gives you a self-service portal that your many customers can actually use across multiple languages.
8. Facilidade de uso e integração
Zendesk: Zendesk is designed so agents can jump right in from day one. The agent workspace puts customer conversations, order history, and tools in one panel. That said, advanced setup like custom workflows can take time to configure for new users.
CRM de segunda-feira: Monday is incredibly intuitive. Its spreadsheet-style boards feel familiar to anyone who has used Google Sheets. Creating boards and adding custom fields takes minutes. Video tutorials and a strong community forum help new users get going fast.
9. Security & Pricing
Let’s compare security Zendesk delivers and the total cost of each platform side by side.
| Plan / Spec | Zendesk | CRM de segunda-feira |
|---|---|---|
| Plano Gratuito | ❌ (Apenas teste gratuito de 14 dias) | ✅ $0 up to 2 seats |
| Plano de entrada | US$ 55 por agente por mês (Equipe de Suíte) | $9/seat/month (Basic) |
| Plano intermediário | US$ 89/agente/mês (Suite Growth) | $12/seat/month (Standard) |
| Plano principal | US$ 115/agente/mês (Suite Professional) | $19/seat/month (Pro) |
| Plano Empresarial | Preços personalizados | Preços personalizados |
| Criptografia | AES-256 at rest, TLS 1.2+ | Industry-standard encryption |
| 2FA | ✅ SMS & authenticator apps | ✅ |
Zendesk: Zendesk is trusted by Fortune 100 and Fortune 500 businesses. Service data is encrypted at rest using AES-256 keys. All browser traffic uses TLS 1.2 or higher. Admins can restrict access to specific IP ranges to protect sensitive information. The premium pricing reflects this enterprise security and the ability to scale.
CRM de segunda-feira: Monday employs rigorous security measures to protect customer data. It uses industry-standard encryption and access controls. Its pricing wins on value — $9 per seat is hard to beat for project management tools with built-in CRM. Custom pricing kicks in for enterprise plan needs.
Diferentes cenários
| Se você precisar | Escolher | Por que |
|---|---|---|
| Suporte ao cliente dedicado | Zendesk | Purpose-built customer service software |
| Tight budget under $20 per user | CRM de segunda-feira | 5x cheaper basic plan |
| Inteligência artificial que resolve consultas automaticamente | Zendesk | Taxa de resolução automática de mais de 80% |
| Project management software | CRM de segunda-feira | Kanban, Gantt charts, time tracking |
| Self-service help center articles | Zendesk | Built-in knowledge base |
| Plataforma ideal para iniciantes | CRM de segunda-feira | Incredibly intuitive, fast onboarding |
💰 Seu orçamento
Monday wins on price. Its basic plan starts at $9 per seat vs Zendesk’s $55. For a 10-person team, Monday saves $460 per month. Zendesk’s pricing is per agent and the total cost grows fast.
🔌 Seu conjunto de tecnologias
The Zendesk marketplace connects with 1,300+ apps, including Salesforce. Monday CRM covers 50+ apps and includes Google Calendar, Google Sheets, and Microsoft Teams. Pick based on which other tools your business already uses.
📝 Seu principal caso de uso
Zendesk is built for customer support and customer experience teams. Monday CRM is built for managing tasks, sales, and project management. Pick the tool that matches what your team does every day.
🎓 Seu nível de experiência
Monday is the easier platform for new users. Its visual boards feel like Google Sheets. Zendesk has more power but takes longer to configure custom workflows.
🆓 Testes e demonstrações grátis
Zendesk offers a 14-day free trial on Suite Professional. Monday has a free plan (up to 2 seats and three boards) plus a paid plans trial. Try both before you commit.
🛟 Opções de suporte
Monday offers 24/7 live chat support, community forums, and a deep knowledge base with video tutorials. Zendesk provides documentation, premium support tiers, and a strong help center. Both have responsive customer teams.
Guia de Troca
Já utiliza alguma dessas ferramentas? Veja o que esperar se você mudar.
🔄 Está pensando em migrar do Zendesk para o Monday CRM?
✅ O que você vai ganhar:
- Custo muito menor — até 5 vezes mais barato por usuário.
- Visual project management tools — Kanban board, Gantt charts, time tracking
- Faster onboarding and a more intuitive interface for new users
❌ O que você perderá:
- Dedicated ticketing system with SLA rules and omnichannel routing
- AI that resolves 80%+ of routine customer interactions automatically
- Built-in self-service knowledge base with multilingual support
📋 Como mudar:
- Export your customer data and ticket history from Zendesk as CSV files
- Create your Monday CRM account and set up boards with custom fields
- Import your contacts and map deals to your new sales pipeline
🔄 Está pensando em migrar do Monday CRM para o Zendesk?
✅ O que você vai ganhar:
- Purpose-built ticketing systems for high-volume customer support
- AI automation that handles most support requests without agent input
- Built-in help center articles to reduce inbound ticket volume
❌ O que você perderá:
- The very affordable $9 per seat starting price
- Visual Kanban board and Gantt chart view for project timelines
- Native work management tools and project management software features
📋 Como mudar:
- Export contact and deal data from Monday CRM as CSV files
- Inicie seu teste gratuito de 14 dias do Zendesk e configure seus canais de suporte.
- Import contacts into Zendesk Sell and set up ticket workflows
O que nossa avaliação não abordou
This comparison focused on common business use cases — customer support, sales pipelines, and team collaboration. I did not test enterprise plan features like custom SSO, auditoria logs at scale, or dedicated account management. Both companies ship new features regularly, so some details may shift after publication. I also did not evaluate every third party integrations option in detail. If you run a large enterprise or need very specific custom apps, your experience may differ from what I describe here. Observations are based on the March 2026 versions of both platforms.
Veredicto final
| Categoria | Ganhador |
|---|---|
| 💰 Preços | CRM de segunda-feira |
| 🎫 Sistema de emissão de bilhetes | Zendesk |
| 🤖 IA e Automação | Zendesk |
| 📊 Relatórios e análises | Zendesk |
| 👶 Facilidade de uso | CRM de segunda-feira |
| 🔌 Integrações | Zendesk |
| 🛡️ Segurança | Zendesk |
| 🏆 Vencedor Geral | Zendesk |
🏆 VENCEDOR: Zendesk
Em nossa comparação, o Zendesk venceu em 5 das 7 categorias.
Ideal para: Customer support teams, high-volume ticket management, multilingual businesses with global customer interactions
Zendesk and Monday CRM are two very different products built for two very different jobs.
Zendesk is the customer support software gold standard, trusted by Uber, Shopify, and Slack.
Monday CRM is one of the best management tools for sales teams and project teams on a budget.
Monday is excellent for smaller teams who need a flexible CRM and project management tool in one platform.
However, if your team handles any real volume of support tickets, Zendesk is the right call. The investment pays back fast.
Now go pick the right tool and start delivering better customer experiences.
Mais comparações do Zendesk
Here is how Zendesk stacks up against other customer support software competitors:
Zendesk vs Freshdesk
Zendesk vence em: AI automation depth, 1,300+ integrations in the Zendesk marketplace, enterprise security
Freshdesk vence em: More affordable pricing, generous free plan, easier setup for small businesses
Zendesk vs Intercom
Zendesk vence em: Ticketing depth, knowledge base with center articles, omnichannel customer support
A Intercom vence em: Conversational messaging experience, modern live chat, product tours
Zendesk vs Help Scout
Zendesk vence em: AI features, integration marketplace, ability to scale for large support teams
Ajude Scout a vencer em: Simpler interface, better pricing for small businesses, personal email feel
Zendesk vs Zoho Mesa
Zendesk vence em: AI quality, marketplace depth, enterprise trust (Uber, Shopify, Slack)
O Zoho Desk se destaca em: Lower pricing, Zoho app suite integration, free plan availability
Mais comparações de CRM de segunda-feira
Here is how Monday CRM compares against other project management platforms and CRM software:
Vitórias do CRM na segunda-feira em: Visual interface with Kanban board, lower paid plans pricing, flexibility for managing tasks
A HubSpot vence em: Plano CRM gratuito, recursos avançados de automação de marketing, ferramentas de vendas inbound.
Segunda-feira CRM vs Pipedrive
Vitórias do CRM na segunda-feira em: Visual boards, work management tools crossover, customizable templates
Pipedrive vitórias em: Dedicated sales focus, activity-based selling, email tracking
Vitórias do CRM na segunda-feira em: Cleaner sales pipeline views, dedicated CRM templates, faster onboarding for new users
ClickUp vitórias em: More features per price tier, generous free version, task management depth
Segunda-feira CRM vs Salesforce
Vitórias do CRM na segunda-feira em: Ease of use, setup speed, affordability for smaller teams
A Salesforce se destaca em: Enterprise feature depth, advanced reporting, marketplace of add-on apps
Vitórias do CRM na segunda-feira em: Visual interface, faster onboarding, board flexibility for many customers
O Zoho CRM se destaca em: Plano gratuito, automação mais avançada nos planos inferiores, integração com o pacote de aplicativos Zoho.
Perguntas frequentes
O Zendesk é um CRM?
Zendesk is primarily customer service software, not a traditional CRM. It includes Zendesk Sell as a sales CRM add-on, but its main job is customer support and ticketing.
O Monday é uma ferramenta de CRM?
Yes. Monday CRM is the dedicated customer relationship management product inside Monday’s work management platform. It covers contact data, sales pipelines, automation features, and custom dashboards.
O Zendesk é gratuito?
Zendesk does not offer a permanent free plan. It provides a 14-day free trial of the Zendesk Suite Professional plan. Qualifying startups can use Zendesk free for six months.
Is Monday.com good for small businesses?
Yes. Monday’s basic plan starts at $9 per seat, making it one of the most affordable project management tools for pequenas empresas teams. The free plan supports up to 2 seats.
Which is better: Zendesk or Monday CRM?
Zendesk wins for customer support teams that need a dedicated ticketing system and AI. Monday CRM wins for sales teams and project management on a budget. Choose based on your use case.
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