Zendesk vs Bitrix24: Which CRM Software Wins in 2025?

Picking the right CRM is tough, right?

You’re stuck between Zendesk and Bitrix24, and honestly, they both seem good.

But which one actually helps your business grow? Zendesk vs Bitrix24?

You may be wasting time comparing features and still unsure which is best.

Imagine choosing the wrong one. You’ll lose customers and money. 

You need a CRM that works, not just looks good on paper. What if you make the wrong choice?

We’ll break down Zendesk vs Bitrix24, and We’ll show you the key differences so you can pick the winner for your business in 2025.

Overview

We’ve tested Zendesk and Bitrix24 in real life. Our team explored each platform’s features, customer support, and ease of use.

Simulating typical business scenarios, this hands-on experience led to this detailed comparison.

What is Zendesk?

Zendesk? It’s all about customer support. Think tickets, live chats, and help centers.

Basically, it helps you keep customers happy.

Key Benefits

• Handles over 500 million support tickets annually.
• Reduces average resolution time by up to 20%.
• Offers 24/7 support in multiple languages.
• Integrates with over 1,000 apps.
• Powers customer support for more than 100,000 businesses.

Pricing

Zendesk offers a variety of pricing plans to fit different business needs. Pricing varies depending on the features and the number of agents you need.

• Support Team: $19/month
• Suite Team: $55/month
• Suite Professional: $115/month
• Suite Enterprise: Custom Pricing

What is Bitrix24

Bitrix24? It’s a whole business suite.

CRM, project management, website building – it’s all there.

Key Benefits

• Over 10 million organizations use Bitrix24.
• Offers over 35 business tools in one platform.
• Provides a free plan for small teams.
• Manages over 1 million projects daily.
• Has over 500 integrations.

Pricing

Bitrix24 offers a generous free plan for up to 12 users. If you need more features or users, they have several paid plans:

• Basic ($49/month): 24 GB Storage, 5 Users, collaboration, CRM..
• Standard ($99/month): 100 GB Storage, 50 Users, collaboration, CRM.
• Professional ($199/month): 1024 GB Storage, 100 Users, collaboration, CRM.
• Enterprise($399/month): 3 TB Storage, 250 Users, collaboration, CRM, Drive, Tasks & Projects.

Feature Comparison

Time to compare! We’ll look at the key features of Bitrix24 vs Zendesk.

This helps you see which software fits your business best in 2025.

Let’s compare them side-by-side.

CRM and Customer Management

Zendesk focuses on customer support with its Zendesk Suite. It handles tickets and helps your team keep customers happy.

Bitrix24 is a full CRM and business tool. It does more than just customer stuff. It helps manage your whole workflow.

Task and Project Management

Bitrix24 excels at task and project management. It lets you assign tasks, track progress, and manage projects.

Zendesk is less about this. It’s more about handling customer issues.

Integration and Apps

Both platforms offer integration with other apps.

Zendesk has many integrations for customer support.

Bitrix24 has more for all-around business needs. Choose based on what your team needs.

User Interface and Experience

Zendesk’s user interface is clean and simple. It’s easy to learn.

Bitrix24 has many features that make it feel crowded. Some users find it takes time to learn.

Reporting and Analytics

Zendesk offers strong reporting for customer support. You can see how your team is doing.

Bitrix24 also has reporting, but it covers more than just customer data.

Cloud and AI

Both are cloud-based. Bitrix24 is starting to use more AI for automation.

Zendesk uses AI to help with customer tickets and responses.

Customer Support and Reviews

Zendesk is known for its strong customer support. Many reviews say it’s helpful.

Bitrix24 also offers customer support, but its reviews are mixed. It depends on what you need.

What to Look For When Choosing CRM Software?

• Ease of Use: Can your team learn it quickly? Is the interface simple and intuitive?
• Integration Capabilities: Does it connect with your current tools? Can it grow with your business?
• Customer Support Quality: Is help available when you need it? Are their support resources helpful?
• Scalability: Will it handle your business growth? Can you easily add users and features?
• Reporting and Analytics: Does it provide useful insights? Can you customize reports?
• Specific Business Needs: Does it solve your particular problems? Does it align with your workflow?

Final Verdict

After testing both, we pick Zendesk. Why? It wins on ease of use and customer service.

If your main goal is customer satisfaction, Zendesk is strong.

It’s customizable and has a good API to automate tasks.

Bitrix24 has more functionality and document management, but it can be complex. 

Based on real user feedback and our methodology, Zendesk gets a higher rating.

We chose it because it’s simple and effective for interaction with customers.

Choose based on your needs, but Zendesk is our top pick.

Frequently Asked Questions