📊 Результаты наших тестов:
- 🎫 Система обработки заявок и маршрутизация запросов в службу поддержки: Zendesk Suite handled omnichannel support tickets across email, live chat, and social messaging — Zendesk побеждает
- 📞 Built In Calling: Закрывать CRM dialed directly from the browser with power dialer and predictive dialer — Успешные CRM-системы обеспечивают высокие результаты.
- 🤖 ИИ Автоматизация: Zendesk’s AI resolved 80%+ of routine customer requests through custom workflows — Zendesk побеждает
- 📊 Отчетность и аналитика: Zendesk delivered detailed reports on team’s performance and customer satisfaction — Zendesk побеждает
- 🔌 Интеграции: Zendesk Marketplace offers 1,300+ apps vs Close CRM’s 80+ tools — Zendesk побеждает
Are you stuck choosing between customer service software and a sales CRM?
Zendesk and Close CRM both help businesses manage customer interactions. But they do it in very different ways.
Zendesk is built for customer support and ticketing. Close CRM is built for sales teams and outbound calls.
I tested both tools for three weeks. I looked at features, pricing, безопасность, and real-world performance.
Вот что я выяснила — и какой вариант подойдет именно вам. бизнес.
Обзор
To give you the most accurate comparison, I tested Zendesk vs Close CRM side by side.
I spent weeks routing support tickets through Zendesk’s ticketing system. I also ran outbound sales campaigns through Close CRM.
Это два инструмента, разработанные для разных команд. Знание этого заранее сэкономит вам время.
Zendesk is built for support agents handling customer conversations. Close CRM is built for sales reps closing more deals.
I’m sharing my firsthand experience to help you pick the right software for your business.
Что такое Zendesk?
Zendesk is a cloud-based customer service software headquartered in San Francisco. Zendesk’s customer support software centralizes customer interactions from multiple channels into a single agent workspace.
The company started the customer experience revolution in 2007. Today, Zendesk serves over 200,000 businesses worldwide.
Tom Eggemeier leads the company as CEO. Forbes named Zendesk the #1 platform for customer service in 2023. Zendesk offers regular product updates and rolls out new features for support teams every quarter.
Major companies like Uber, Shopify, and Slack all use Zendesk support. It is also trusted by many Fortune 100 and Fortune 500 customers.
🏆 Победитель: Zendesk
Zendesk is the #1 rated customer support software by Forbes. Its AI resolves over 80% of routine customer requests, freeing your support agents for complex tickets.
Цены Zendesk
Here is what Zendesk’s pricing looks like in 2026. Each plan includes per-agent monthly billing.
| План | Цена | Лучше всего подходит для |
|---|---|---|
| Команда Suite | 55 долларов США/агент/месяц | Малый бизнес starting with ticketing |
| Рост пакета услуг | 89 долларов США/агент/месяц | Growing teams needing custom workflows |
| Suite Professional | 115 долларов США/агент/месяц | Продвинутым командам, нуждающимся в полном аналитическом анализе. |
Цены подтверждены в марте 2026 года.
Бесплатная пробная версия: Yes — 14 days with full access to Zendesk Suite Professional features. No credit card required.
Гарантия возврата денег: Zendesk does not advertise a money-back guarantee publicly. Contact support for billing concerns.
📌 Примечание: Zendesk has a startup program. Qualifying early-stage companies can use Zendesk free for six months. Users can also input the number of support agents they have to get an updated quote.
⚠️ Предупреждение: Zendesk’s pricing scales per agent. Total cost grows fast with larger teams. Calculate your total before committing to an annual plan to avoid costly простои позже.
Основные преимущества Zendesk
Here is why Zendesk stands out as customer support software:
- Unified Agent Workspace: Zendesk pulls support tickets from email, live chat, phone, and social messaging into one screen. Agents see a 360-degree view of customer history and order history.
- Автоматизация на основе искусственного интеллекта: Zendesk’s AI features resolve over 80% of routine customer requests through triggers, automations, and macros. This handles costly downtime and keeps support running during business hours and beyond.
- Zendesk Marketplace: Connect Zendesk to 1,300+ pre-built apps and other tools. The Slack integration lets you create and update tickets without leaving the conversation.
- Отчетность и аналитика: Zendesk delivers detailed reports on agent performance and team’s performance. The platform helps you respond to trends with actionable insights.
- Security Zendesk Standards: All communications use HTTPS/TLS 1.2+. Service data is encrypted at rest using AES-256 key encryption. Admins can restrict access by IP range and enable two-factor authentication for support agents.
- Многоязычная поддержка: Zendesk supports multiple languages out of the box. This makes it ideal for global businesses managing customer conversations across regions.
- Центр самообслуживания: Zendesk’s knowledge base and help center articles let customers find answers themselves. This reduces ticket volume and improves customer satisfaction scores.
Преимущества и недостатки Zendesk
✅ Плюсы
- Handles support requests from multiple channels in one agent workspace
- AI automation resolves 80%+ of routine customer conversations
- Zendesk Marketplace offers 1,300+ pre-built apps and integrations
- Trusted by 200,000+ businesses including Uber, Shopify, and Slack
- Detailed reporting and analytics for team’s performance tracking
❌ Минусы
- Zendesk’s pricing starts at $55/agent — expensive for small businesses
- Not designed for sales — lacks built-in calling or power dialer features
- Setup for custom workflows and custom apps takes time
Что такое Close CRM?
Close CRM is a customer relationship management platform built for small businesses and МСП sales teams.
The app combines email, calling, and SMS into a single sales входящие. This eliminates manual data entry and tool-switching for sales reps.
Close CRM is praised for ensuring full team engagement and a quick sales process. A motivated team can onboard within the 14-day free trial.
Users rate the product 4.7/5 on G2. Close offers tools that help sales teams close more deals faster.
Закрыть CRM
Close CRM is purpose-built for high-velocity inside sales teams. It combines built in calling, email, and SMS so your sales reps spend more time on prospects and less time switching tools.
Цены на CRM-систему Close
Here is what Close CRM costs in 2026. Each plan includes built-in calling and SMS.
| План | Цена | Лучше всего подходит для |
|---|---|---|
| Основные сведения | 35 долларов за место в месяц | Startup features for solo reps |
| Рост | 99 долларов за место в месяц | Teams needing advanced features and automation |
| Шкала | 139 долларов за место в месяц | Larger teams needing call coaching and custom graphs |
Цены подтверждены в марте 2026 года.
Бесплатная пробная версия: Yes — 14 days with no credit card required. The trial includes all professional features.
Гарантия возврата денег: Close does not publicly offer a money-back guarantee. Contact their team for billing questions.
📌 Примечание: Close offers a free one-click migration tool for users switching from other CRMs. Their team provides onboarding support, training, and product updates throughout your trial.
⚠️ Предупреждение: The Essentials plan is limited. Advanced features like power dialer, predictive dialer, and email sequences kick in at higher tiers. Budget for the Growth plan if you want full team engagement.
Основные преимущества Close CRM
Here is why Close CRM stands out for sales teams:
- Built In Calling: Sales reps dial directly from their browser — no separate phone system needed. Close supports power dialer and predictive dialer to dial multiple numbers at once.
- Единый почтовый ящик отдела продаж: Email, SMS, and phone calls all live in one inbox. Sales teams handle prospects and follow ups without switching apps on desktop or mobile device.
- Smart Views & Multiple Pipelines: Filter leads by criteria like “no contact in 7 days.” Manage multiple pipelines per team for different sales processes.
- Коучинг по телефону: Managers listen in and coach sales reps live during phone calls. This speeds up training and improves win rates.
- Email Sequences & Bulk Email: Automated email templates send follow ups at scale, helping reps capture more leads. Reminders ensure no lead slips through the cracks.
- Custom Objects & Custom Fields: Track unique customer data with custom fields and custom objects. Build the sales process that fits your business.
- Zoom Meetings Integration: Schedule and launch Zoom meetings from inside the CRM. Sales reps move from информационно-просветительская работа to demo without leaving the app.
Преимущества и недостатки Close CRM
✅ Плюсы
- Built in calling, SMS, and email in one sales inbox
- Power dialer and predictive dialer for high-volume outreach
- Quick setup — full team onboarding within 14-day free trial
- Smart views, multiple pipelines, and call coaching tools
- 4.7/5 rating on G2 from sales teams
❌ Минусы
- Not designed for customer support or ticketing systems
- Reporting is weak — making sales performance analysis hard
- Only 80+ integrations — far fewer than Zendesk Marketplace
- Mid-tier Growth plan jumps to $99/seat — expensive for малый бизнес
Сравнение характеристик
Готовы погрузиться в подробное сравнение Zendesk и Close CRM?
We will explore 8 key features to help you decide which platform best suits your business needs.
| Особенность | Zendesk | Закрыть CRM |
|---|---|---|
| Начальная цена | 55 долларов США/агент/месяц | 35 долларов за место в месяц |
| Бесплатная пробная версия | ✅ 14 дней | ✅ 14 дней |
| Система продажи билетов | ✅ Полная омниканальная поддержка | ❌ Недоступно |
| Built In Calling | ❌ Limited (Zendesk Talk) | ✅ Power + predictive dialer |
| Автоматизация с помощью ИИ | ✅ Более 80% заявок решены | ✅ Основные рабочие процессы |
| Отчетность и аналитика | ✅ Расширенные панели мониторинга | ❌ Ограниченное количество отчетов |
| Интеграция приложений | ✅ 1,300+ (Zendesk Marketplace) | ✅ 80+ |
| База знаний | ✅ Полное самообслуживание | ❌ Не входит в комплект |
| Лучше всего подходит для | команды поддержки клиентов | Sales teams and SMB businesses |
1. Ticketing System & Support Management
Zendesk: Zendesk’s ticketing system is its core. It organizes support tickets from multiple channels — email, live chat, phone calls, and social messaging — into one agent workspace. Support agents see a 360-degree view of every customer’s history, including order history and previous customer conversations. Zendesk ranks #1 in digital customer service use cases according to Gartner.
Закрыть CRM: Close CRM does not have traditional ticket systems. It manages incoming sales inquiries through a unified inbox. But the platform is designed for outbound sales — not reactive customer support. Support teams will find ticket assignment and SLA management missing.
⚠️ Предупреждение: If your primary need is desk software for help desk tickets, Close CRM is not the right tool. It lacks customer satisfaction scoring and the help center articles structure that support teams rely on.
2. Built In Calling & Dialing
Zendesk: Zendesk поддерживает голос through Zendesk Talk and integrations. However, the platform is text-heavy and not built for outbound sales calling. Zendesk Sell exists as a separate sales product, but it does not offer the calling depth that Close CRM provides natively.
Закрыть CRM: Calling is where Close shines. Users dial directly from their browser — no extra setup needed. The power dialer auto-dials lists back-to-back. The predictive dialer goes further — it can dial multiple numbers at once and connects sales reps only when someone answers.
✅ Результат теста: Close’s built-in calling eliminated our need for a separate phone system. For sales teams making heavy outbound calls, this alone can justify the price.
3. AI Automation & Custom Workflows
Zendesk: Zendesk’s AI is a major differentiator. It automatically resolves over 80% of routine customer requests. Triggers, automations, and macros power custom workflows that handle complex routing rules. Admins can also build custom apps using the Zendesk developer platform.
Закрыть CRM: Close offers workflow automation for sales tasks. You can set up automated follow ups, reminders, and email sequences. However, the AI capabilities are basic compared to Zendesk’s deep support automation. Manual data entry is reduced but not eliminated.
4. Отчетность и аналитика
Zendesk: Reporting and analytics Zendesk delivers are detailed. Agents and admins see live dashboards covering ticket resolution times, agent performance, and customer satisfaction scores. The platform’s analytics help measure team’s performance and surface trends in customer interactions. G2 recognized Zendesk as exceptional software for four consecutive years.
Закрыть CRM: Close offers basic KPI reports for quick training and sales tracking. Users say the reporting functionality is weak compared to other tools. Custom graphs and deeper data analysis require workarounds or third-party tools. This is a known limitation for managers who want detailed reporting.
⚠️ Предупреждение: If your team relies on data-driven decisions, Close CRM’s limited reporting will frustrate your sales managers. Consider whether you can pair it with a BI tool.
5. Integrations & App Marketplace
Zendesk: The Zendesk Marketplace lists 1,300+ pre-built apps and integrations. Connect Zendesk to Salesforce, Slack, Shopify, Sunshine Conversations, and hundreds of other tools. The Slack integration lets support agents create and update support tickets from within Slack — improving employee experience.
Закрыть CRM: Close offers 80+ integrations with tools like Zoom Meetings, Google Workspace, and other CRMs. This covers essentials for sales reps. However, the app lacks some key integrations that enterprise teams expect, which limits crm options for larger companies.
6. Lead Management & Sales Pipeline
Zendesk: Zendesk manages customer data effectively for support purposes. Agents see full order history and interaction logs across every customer. However, Zendesk is not built as a sales pipeline tool. For pure sales tracking, Zendesk Sell is the company’s dedicated product — but for true customer relationship management, you may still need Salesforce or another sales CRM.
Закрыть CRM: Close was built for lead management from day one. Smart Views filter leads by specific criteria automatically. The visual pipeline view helps sales teams identify bottlenecks in the sales process. Reps track contacts, manage prospects, and search records across multiple pipelines.
7. Простота использования и ввод в эксплуатацию
Zendesk: Zendesk is designed for support agents to jump right in from day one. Many customers praise its intuitive interface. That said, setting up advanced automations and custom apps takes time for admins. Users have access to community forums, training, and documentation to speed up onboarding.
Закрыть CRM: Close is praised for its simplicity and ease of use. A motivated team can be fully set up within the 14-day free trial. The CSV import tool for leads and contacts, plus a free one-click migration tool, makes switching from other crms painless for many clients.
8. Ценообразование и стоимость
Давайте сравним тарифные планы.
| Уровень плана | Zendesk | Закрыть CRM |
|---|---|---|
| Начальный уровень | 55 долларов в месяц с агента (Suite Team) | 35 долларов за место в месяц (базовый пакет) |
| Средний уровень | 89 долларов США/агент/месяц (рост пакета услуг) | 99 долларов США/место/месяц (рост) |
| Высший уровень | 115 долларов США/агент/месяц (Suite Professional) | 139 долларов США/место/месяц (масштаб) |
| Бесплатная пробная версия | ✅ 14 дней | ✅ 14 дней |
Zendesk: Zendesk’s pricing starts at $55 per agent per month — pricier at entry level. For support-heavy businesses, the AI features and 1,300+ apps justify the cost. Costs scale with the number of support agents you add.
Закрыть CRM: Close starts cheaper at $35 per seat per month. But the mid-tier jump to $99 is steep. Sales teams needing power dialer and advanced features must budget for the Growth or Scale plans.
Различные сценарии
| Если вам это нужно | Выбирать | Почему |
|---|---|---|
| система обработки заявок в службу поддержки клиентов | Zendesk | Full omnichannel ticketing system |
| Встроенная функция вызова отдела продаж. | Закрыть CRM | Power + predictive dialer included |
| Автоматизация на основе искусственного интеллекта | Zendesk | 80%+ ticket auto-resolution |
| Низкая начальная цена | Закрыть CRM | На 20 долларов дешевле за место в базовом ценовом сегменте. |
| Обширная библиотека интеграций | Zendesk | Более 1300 приложений против более 80 в Close CRM |
| Быстрая адаптация команды продаж | Choose Close | Setup possible during 14-day trial |
💰 Ваш бюджет
Close CRM costs less at the entry level — $35/seat versus Zendesk’s $55/agent. However, Zendesk’s startup program lets qualifying early-stage companies use the platform free for six months, which can offset the difference for new businesses.
🔌 Ваш технологический стек
The Zendesk Marketplace connects to 1,300+ apps including Salesforce — ideal for businesses with complex tech stacks. Close offers 80+ integrations, which is enough for most small businesses focused on sales outreach.
📝 Основная функция вашей команды
If your team handles support requests and customer service software needs, Zendesk is the clear choice. If your team focuses on outbound sales and managing leads, Close CRM is the better fit for your sales process.
🎓 Ваш уровень опыта
Both platforms are beginner-friendly. Close CRM edges ahead for brand-new sales teams — setup is faster and the user interface is simpler. Zendesk has a steeper learning curve for complex custom workflows but pays off for larger support teams.
🆓 Бесплатные пробные версии и демо-версии
Both platforms offer a 14-day free trial with no credit card required. Test each one with real leads or real customer interactions before making a decision.
🛟 Варианты поддержки
Zendesk has extensive documentation, help center articles, and community forums. Close CRM offers proactive onboarding support and free migration help during your trial. Both companies provide responsive customer support to their users.
🔒 Data Security and Privacy
Security Zendesk standards are industry-leading. Service data is encrypted using AES-256, and admins can lock access to specific IP addresses for sensitive information. Close also emphasizes security and protects user data responsibly — a key concern for any company managing customer data.
Руководство по переключению
Уже используете один из этих инструментов? Вот чего следует ожидать, если вы перейдете на него.
🔄 Переходите с Zendesk на Close CRM?
✅ Что вы получите:
- Built in calling with power dialer and predictive dialer for outbound sales
- Lower entry-level pricing at $35/seat versus Zendesk’s $55/agent
- Smart views, multiple pipelines, and call coaching for sales reps
❌ Что вы потеряете:
- Full omnichannel ticketing systems and customer support workflows
- AI automation resolving 80%+ of routine customer requests
- Access to Zendesk Marketplace with 1,300+ pre-built apps
📋 Как переключиться:
- Export customer data and ticket history from Zendesk as a CSV file
- Зарегистрируйтесь для получения 14-дневной бесплатной пробной версии Close CRM и воспользуйтесь бесплатным инструментом миграции.
- Import contacts via CSV and set up your sales pipelines and Smart Views
🔄 Переходите с Close CRM на Zendesk?
✅ Что вы получите:
- Полноценная омниканальная система обработки заявок с управлением соглашениями об уровне обслуживания (SLA).
- Автоматизация на основе искусственного интеллекта, которая решает более 80% рутинных задач.
- 1,300+ integrations and a deeper knowledge base structure
❌ Что вы потеряете:
- Built in calling with power dialer and predictive dialer
- Интеллектуальные представления для автоматической приоритезации потенциальных клиентов.
- Более низкая начальная цена за место.
📋 Как переключиться:
- Экспортируйте все данные о потенциальных клиентах и контактах из Close CRM в файл CSV.
- Sign up for Zendesk’s 14-day free trial and configure support channels
- Import contacts and set up your ticket routing and custom workflows
Что не было рассмотрено в нашем обзоре
This comparison focused on common use cases for support teams and sales teams. We did not test enterprise SSO setups or evaluate custom apps built on the developer platform. We also did not benchmark Sunshine Conversations or Zendesk Sell in detail. If you are running a global business needing multilingual support across business hours and time zones, your needs may differ from what we covered here.
Окончательный вердикт
| Категория | Победитель |
|---|---|
| 💰 Цены (начальный уровень) | Закрыть CRM |
| 🎫 Ticketing System & Support | Zendesk |
| 📞 Built In Calling | Закрыть CRM |
| 🤖 Автоматизация с использованием ИИ | Zendesk |
| 📊 Отчетность и аналитика | Zendesk |
| 🔌 Интеграции | Zendesk |
| 👶 Простота регистрации | Закрыть CRM |
| 🔒 Безопасность и соответствие нормативным требованиям | Zendesk |
| 🏆 Общий победитель | Zendesk |
🏆 ПОБЕДИТЕЛЬ: Zendesk
Zendesk побеждает в 5 из 8 категорий.
Лучше всего подходит для: Customer support teams, businesses managing high ticket volume, companies needing AI-powered automation and multilingual support
Zendesk and Close CRM are two very different products built for different teams.
Zendesk is the leader in customer service software. It handles support tickets, automates customer conversations, and gives your support team detailed reporting.
Close CRM is built for sales — combining calling, email, and SMS to help sales teams close more deals fast.
Close is excellent for inside sales teams that live on phone calls and need built in calling.
However, if you need a full customer experience platform with AI, security, and deep integrations, Zendesk is the better choice for your business.
Теперь идите и выстраивайте более прочные отношения с клиентами!
Больше сравнений Zendesk
Here is how Zendesk stacks up against other customer support software competitors:
Zendesk против Freshdesk
Zendesk побеждает по следующим показателям: AI automation depth, Zendesk Marketplace size, enterprise scalability for global businesses
Freshdesk побеждает по следующим показателям: Lower starting price, simpler setup for small businesses
Zendesk против Intercom
Zendesk побеждает по следующим показателям: Ticketing system maturity, reporting and analytics depth, app marketplace breadth
Система внутренней связи одержала победу по следующим пунктам: Онлайн-чат, проактивная система обмена сообщениями, демонстрация продуктов.
Zendesk против Help Scout
Zendesk побеждает по следующим показателям: AI features, scalability, multilingual support across multiple languages
Помогите скауту одержать победу в: Simpler interface, better pricing for small teams, cleaner email-first experience
Zendesk против Zoho Рабочий стол
Zendesk побеждает по следующим показателям: AI automation, brand trust, enterprise-level security and ability to handle sensitive information
Zoho Desk побеждает по следующим показателям: Pricing for budget-conscious teams, native Zoho suite integration
Больше информации о Close CRM по сравнению с другими сервисами.
Here is how Close CRM stacks up against other CRM options:
Достижение высоких результатов в сфере CRM по следующим направлениям: Built in calling, faster sales onboarding, cleaner user interface for sales reps
HubSpot побеждает по следующим показателям: Free CRM tier, marketing automation depth, reporting tools
Достижение высоких результатов в сфере CRM по следующим направлениям: Simplicity, faster setup, native phone calls, lower total cost for small business
Salesforce побеждает по следующим параметрам: Customization depth, enterprise features, developer platform, app marketplace size
Достижение высоких результатов в сфере CRM по следующим направлениям: Native phone calls, SMS outreach, predictive dialer
Пайпдрайв побеждает по: Pipeline visualization, lower pricing, ease of setup for non-technical users
Достижение высоких результатов в сфере CRM по следующим направлениям: Built-in dialer quality, simplicity, focus on sales reps
GoHighLevel побеждает по: All-in-one marketing features, white-label option, agency-friendly pricing
Close CRM против Freshsales CRM
Достижение высоких результатов в сфере CRM по следующим направлениям: Power dialer, SMS outreach, simpler interface for sales reps
CRM-система Freshsales выигрывает по следующим параметрам: Lower pricing tiers, AI lead scoring, Freshworks suite integration
Часто задаваемые вопросы
Чем именно занимается Zendesk?
Zendesk is cloud-based customer service software that centralizes customer interactions from email, live chat, phone, and social messaging into one agent workspace. It uses AI to automate over 80% of routine support tickets.
Zendesk — это инструмент CRM?
Zendesk is primarily customer support software, not a sales CRM. It includes CRM-like features through Zendesk Sell for tracking customer data, but the platform is mainly designed for support teams, not sales pipelines.
Для чего используется Close CRM?
Close CRM is used by sales teams to manage leads, automate outreach, and close more deals. The app combines email, SMS, and built in calling in one inbox for small businesses and inside sales reps.
Чем Close отличается от других CRM-систем?
Close includes a built-in power dialer and predictive dialer — most other CRMs require third-party phone tools. The app also combines email, SMS, and phone calls in one inbox like a sales engagement platform.
Что лучше: Zendesk или Close CRM?
It depends on your team’s function. Zendesk is better for customer support and ticketing. Close CRM is better for sales teams focused on outbound phone calls and lead conversion. Choose based on your primary need.
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