Zendesk vs. Kustomer: A comparison for 2025

Deliver fast and personalized support with the Agent Workspace.

Zendesk enables businesses to deliver a complete omnichannel CX. Our contextual Agent Workspace is intuitively designed so agents can work seamlessly across any channel, all within one modern interface. Customer interactions and data get consolidated into a single view, providing agents with the context needed to assist each customer effectively.

Kustomer offers a broader range of omnichannel support than it used to, with its mobile app, live chat, and native voice.

Zendesk AI comes pre-trained on the world’s largest CX-specific dataset, which means you can unlock its power from day one—no technical expertise required.

Zendesk AI agents are adaptable, easy to set up, and can resolve complex customer questions so your human agents can focus on more engaging tasks. They even identify and surface topics to automate based on your customer data. To further deflect tickets, generative AI knowledge base tools enable teams to write help center articles faster.

Meanwhile, our intelligent AI assistance tools can help agents resolve issues by suggesting relevant replies, shifting their tone, and equipping them with key customer context.

Kustomer's AI has certain limitations compared to Zendesk AI. For example, its AI agents mostly draw from Kustomer data, meaning that customers can’t experience the depth of response delivered by Zendesk AI agents.

Save time and money with Zendesk AI.

Integrate Zendesk with your must-have tools in the Zendesk Marketplace.

Zendesk is a flexible system with a proven track record of supporting businesses of all sizes through rapid growth periods. Our software is designed to integrate new teams and divisions seamlessly and to expand across global bases. Our robust Marketplace of over 1,500 pre-built apps and integrations allows you to extend your solution to new and evolving use cases swiftly.

In comparison, Kustomer provides 50+ apps and integrations in its marketplace. Its entry price is also higher than Zendesk’s, which may put it out of reach for small businesses.

Zendesk lets you combine customer insights, real-time performance data, and workforce management metrics that work out of the box. This holistic view allows you to make smarter decisions, optimize operations, and improve agent productivity. Powered by AI, the Zendesk workforce management solution automates forecasting, schedules your agents by shifts and focus areas, and provides real-time and historical reporting on your team’s performance.

Kustomer has no native WFM functionality, instead it’s handled via integrations. This leaves leaders with manual, time-consuming tasks or requires them to use third-party solutions, which can drive up costs. Additionally, one user complained of inaccurate details in the reports, while another described its reporting as incomplete and weak.

Use Zendesk workforce management to make better decisions.

Zendesk products have won multiple G2 awards.

Zendesk is an award-winning customer service software that empowers teams to solve issues quickly and efficiently. Our software is easy to use, fast to set up, and equips teams with workflow best practices to maximize productivity. The Agent Workspace is also highly customizable, so agents can tailor their view to display the most important information in their preferred layout.

While Kustomer’s users enjoy its ease of use, many have reported frequent downtime, limited options for customizing the platform to fit their workflows and business needs, and slow performance restricting productivity.