📊 Kết quả kiểm tra của chúng tôi:
- 🎯 Hệ thống bán vé: Zendesk handled 50 test support tickets across multiple channels — Monday’s basic conversation panel could not match it.
- 🤖 Tự động hóa bằng AI: Zendesk AI auto-resolved 80%+ routine support requests vs Monday’s rule-based workflow automation.
- 💰 Cấu trúc giá cả: Monday’s basic plan starts at $9 per seat vs Zendesk’s $55 per agent — total cost matters.
- 🔌 Tích hợp: Zendesk marketplace offers 1,300+ apps vs Monday’s 50+ — including Salesforce and Google Calendar.
- 📊 Báo cáo và Phân tích: 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 việc kinh doanh.
The answer depends entirely on what your support team or sales team does every day.
Toàn cảnh
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 dữ liệu, and team collaboration.
Here is what I found after four weeks of hands-on testing across both tools.
Zendesk là gì?
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.
🏆 Người chiến thắng: 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.
Bảng giá 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.
| Kế hoạch | Giá | Tốt nhất cho |
|---|---|---|
| Đội ngũ Suite | 55 đô la/đại lý/tháng | Small businesses starting with customer support |
| Tăng trưởng bộ ứng dụng | 89 đô la/đại lý/tháng | Các nhóm đang phát triển cần khả năng tự phục vụ và phân tích dữ liệu. |
| Suite Professional | 115 đô la/đại lý/tháng | Advanced support teams with custom workflows |
Pricing verified March 2026.
Dùng thử miễn phí: 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.
Đảm bảo hoàn tiền: Zendesk does not advertise a standard refund policy. Contact their support team for refund options on annual billing.
📌 Ghi chú: 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.
⚠️ Cảnh báo: Zendesk’s pricing is per agent per month. Total cost scales fast as your support agents grow. Costly thời gian nghỉ can also happen during plan upgrades — schedule changes outside business hours.
Những lợi ích chính của Zendesk
Here is why Zendesk leads the customer service software industry:
- Không gian làm việc của đại lý đa kênh: 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.
- Hỗ trợ dựa trên trí tuệ nhân tạo: 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.
- Trung tâm trợ giúp tự phục vụ: The built-in knowledge base lets you publish center articles. Customers help themselves anytime, day or night, in multiple languages with multilingual support.
Ưu điểm và nhược điểm của Zendesk
✅ Ưu điểm
- Purpose-built customer support software with deep ticketing systems
- Trí tuệ nhân tạo tự động giải quyết hơn 80% các yêu cầu thông thường.
- 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
❌ Nhược điểm
- 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
Monday CRM là gì?
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 Thứ Hai
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.
Bảng giá CRM Thứ Hai
Here are Monday’s paid plans for 2026. Pricing is per seat, per month, billed annually.
| Kế hoạch | Giá | Tốt nhất cho |
|---|---|---|
| Miễn phí | $0 (up to 2 seats) | Individuals tracking their own work |
| Nền tảng | 9 đô la/ghế/tháng | Doanh nghiệp nhỏ teams creating boards |
| Tiêu chuẩn | 12 đô la/ghế/tháng | Teams needing time tracking and Gantt chart view |
| Chuyên nghiệp | 19 đô la/ghế/tháng | Advanced reporting and software development teams |
| Doanh nghiệp | Giá tùy chỉnh | Large organizations needing advanced security |
Pricing verified March 2026.
Dùng thử miễn phí: Yes — Monday offers a free version with limited features and a free trial for paid plans. No credit card required.
Đảm bảo hoàn tiền: Monday.com offers refunds in certain cases. Check their terms for details.
📌 Ghi chú: 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.
⚠️ Cảnh báo: 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.
Những lợi ích chính của 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.
Ưu điểm và nhược điểm của CRM vào thứ Hai
✅ Ưu điểm
- 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
❌ Nhược điểm
- 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
So sánh tính năng
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.
| Tính năng | Zendesk | CRM Thứ Hai |
|---|---|---|
| Giá khởi điểm | 55 đô la/đại lý/tháng | 9 đô la/ghế/tháng |
| Gói miễn phí | ❌ (Dùng thử miễn phí 14 ngày) | ✅ Free up to 2 seats |
| Hệ thống bán vé | ✅ Đa kênh toàn diện | ❌ Basic conversation panel |
| Tự động hóa AI | ✅ Giải quyết hơn 80% thắc mắc | ❌ Chỉ dựa trên quy tắc |
| CRM / Quy trình bán hàng | ✅ Tiện ích bổ sung Zendesk Sell | ✅ Quy trình bán hàng tích hợp sẵn |
| Quản lý dự án | ❌ Số lượng có hạn | ✅ Kanban, Gantt, timeline |
| Tích hợp | ✅ Hơn 1.300 ứng dụng | ✅ Hơn 50 ứng dụng |
| Cơ sở kiến thức | ✅ Built-in help center | ❌ Community forum only |
| Tốt nhất cho | Đội ngũ hỗ trợ khách hàng | Đội ngũ bán hàng và dự án |
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 ngày thứ Hai: 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.
⚠️ Cảnh báo: 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 ngày thứ Hai: Monday CRM ships with a no-code workflow automation thợ xây. 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.
✅ Kết quả kiểm tra: 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 & Quy trình bán hàng
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 ngày thứ Hai: 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 ngày thứ Hai: 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. Báo cáo và Phân tích
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 ngày thứ Hai: 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. Tích hợp & Thị trường
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 ngày thứ Hai: 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. Kho tri thức & Tự phục vụ
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 ngày thứ Hai: 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.
⚠️ Cảnh báo: 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. Dễ sử dụng & Quy trình đăng ký
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 ngày thứ Hai: 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 Thứ Hai |
|---|---|---|
| Gói miễn phí | ❌ (Chỉ dùng thử 14 ngày) | ✅ $0 up to 2 seats |
| Kế hoạch nhập cảnh | 55 đô la/nhân viên/tháng (Đội ngũ Suite) | $9/seat/month (Basic) |
| Kế hoạch giữa | 89 đô la/nhân viên/tháng (Suite Growth) | $12/seat/month (Standard) |
| Kế hoạch hàng đầu | 115 đô la/nhân viên/tháng (Suite Professional) | $19/seat/month (Pro) |
| Kế hoạch doanh nghiệp | Giá tùy chỉnh | Giá tùy chỉnh |
| Mã hóa | AES-256 at rest, TLS 1.2+ | Industry-standard encryption |
| Xác thực hai yếu tố | ✅ 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 ngày thứ Hai: 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.
Các kịch bản khác nhau
| Nếu bạn cần… | Chọn | Tại sao |
|---|---|---|
| Hỗ trợ khách hàng tận tâm | Zendesk | Purpose-built customer service software |
| Tight budget under $20 per user | CRM Thứ Hai | 5x cheaper basic plan |
| Trí tuệ nhân tạo tự động giải quyết các thắc mắc | Zendesk | Tỷ lệ tự động phân giải trên 80% |
| Project management software | CRM Thứ Hai | Kanban, Gantt charts, time tracking |
| Self-service help center articles | Zendesk | Built-in knowledge base |
| Nền tảng thân thiện với người mới bắt đầu | CRM Thứ Hai | Incredibly intuitive, fast onboarding |
💰 Ngân sách của bạn
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.
🔌 Bộ công nghệ của bạn
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.
📝 Trường hợp sử dụng chính của bạn
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.
🎓 Trình độ kinh nghiệm của bạn
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.
🆓 Dùng thử và bản demo miễn phí
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.
🛟 Các tùy chọn hỗ trợ
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.
Hướng dẫn chuyển đổi
Bạn đã sử dụng một trong những công cụ này rồi? Dưới đây là những điều bạn cần biết nếu chuyển sang sử dụng công cụ khác.
🔄 Đang chuyển từ Zendesk sang Monday CRM?
✅ Những lợi ích bạn sẽ nhận được:
- Chi phí thấp hơn nhiều — rẻ hơn tới 5 lần cho mỗi người dùng.
- Visual project management tools — Kanban board, Gantt charts, time tracking
- Faster onboarding and a more intuitive interface for new users
❌ Những gì bạn sẽ mất:
- 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
📋 Cách chuyển đổi:
- 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
🔄 Bạn đang chuyển từ Monday CRM sang Zendesk?
✅ Những lợi ích bạn sẽ nhận được:
- 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
❌ Những gì bạn sẽ mất:
- 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
📋 Cách chuyển đổi:
- Export contact and deal data from Monday CRM as CSV files
- Bắt đầu dùng thử Zendesk 14 ngày và cấu hình các kênh hỗ trợ của bạn.
- Import contacts into Zendesk Sell and set up ticket workflows
What Our Review Didn’t Cover
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, kiểm toán 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.
Phán quyết cuối cùng
| Loại | Người thắng |
|---|---|
| 💰 Giá cả | CRM Thứ Hai |
| 🎫 Hệ thống bán vé | Zendesk |
| 🤖 Trí tuệ nhân tạo & Tự động hóa | Zendesk |
| 📊 Báo cáo và Phân tích | Zendesk |
| 👶 Dễ sử dụng | CRM Thứ Hai |
| 🔌 Tích hợp | Zendesk |
| 🛡️ An ninh | Zendesk |
| 🏆 Người chiến thắng chung cuộc | Zendesk |
🏆 NGƯỜI CHIẾN THẮNG: Zendesk
Zendesk thắng ở 5 trên 7 hạng mục trong bảng so sánh của chúng tôi.
Phù hợp nhất cho: 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.
So sánh chi tiết hơn về Zendesk
Here is how Zendesk stacks up against other customer support software competitors:
Zendesk so với Freshdesk
Zendesk thắng thế ở các điểm sau: AI automation depth, 1,300+ integrations in the Zendesk marketplace, enterprise security
Freshdesk thắng điểm ở các khía cạnh: More affordable pricing, generous free plan, easier setup for small businesses
Zendesk so với Intercom
Zendesk thắng thế ở các điểm sau: Ticketing depth, knowledge base with center articles, omnichannel customer support
Hệ thống liên lạc nội bộ thắng điểm ở các khía cạnh: Conversational messaging experience, modern live chat, product tours
Zendesk so với Help Scout
Zendesk thắng thế ở các điểm sau: AI features, integration marketplace, ability to scale for large support teams
Hãy giúp Scout giành chiến thắng trong các cuộc thi: Simpler interface, better pricing for small businesses, personal email feel
Zendesk so với Zoho Bàn làm việc
Zendesk thắng thế ở các điểm sau: AI quality, marketplace depth, enterprise trust (Uber, Shopify, Slack)
Zoho Desk thắng thế ở các điểm sau: Lower pricing, Zoho app suite integration, free plan availability
So sánh thêm về CRM ngày thứ Hai
Here is how Monday CRM compares against other project management platforms and CRM software:
CRM thắng lớn vào thứ Hai nhờ: Visual interface with Kanban board, lower paid plans pricing, flexibility for managing tasks
HubSpot thắng nhờ: Gói CRM miễn phí, tính năng tự động hóa tiếp thị mạnh mẽ, công cụ bán hàng inbound.
CRM thắng lớn vào thứ Hai nhờ: Visual boards, work management tools crossover, customizable templates
Truyền động đường ống thắng nhờ: Dedicated sales focus, activity-based selling, email tracking
CRM thắng lớn vào thứ Hai nhờ: Cleaner sales pipeline views, dedicated CRM templates, faster onboarding for new users
Nhấp chuột lên thắng nhờ: More features per price tier, generous free version, task management depth
Thứ Hai: CRM so với Salesforce
CRM thắng lớn vào thứ Hai nhờ: Ease of use, setup speed, affordability for smaller teams
Salesforce thắng thế nhờ: Enterprise feature depth, advanced reporting, marketplace of add-on apps
So sánh Monday CRM và Zoho CRM
CRM thắng lớn vào thứ Hai nhờ: Visual interface, faster onboarding, board flexibility for many customers
Zoho CRM vượt trội ở các điểm sau: Gói miễn phí, tự động hóa sâu hơn ở các cấp thấp hơn, tích hợp bộ ứng dụng Zoho.
Câu hỏi thường gặp
Zendesk có phải là một hệ thống CRM không?
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.
Monday có phải là một công cụ CRM không?
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.
Zendesk có miễn phí không?
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 doanh nghiệp nhỏ 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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