Zendesk vs. Movidesk: A comparison for 2025

We are in an era of elevated consumer expectations, and providing an excellent customer experience (CX) has never been more important. According to the Zendesk Customer Experience Trends Report 2024, 80 percent of consumers expect chat agents and support representatives to assist them with everything they need. So, if you don’t have reliable CX software, it may be time to invest in a solution that can streamline your support interactions.

In this guide, we look at Zendesk vs. Movidesk, detailing how each customer service software option compares. Overall, Zendesk stands apart due to our scalability, CX expertise, robust functionalities, and more. See for yourself below.

Scalability

Whether you run a small business or an enterprise-level organization, Zendesk is a solution for the long haul. Our flexible pricing model gives you what you need today and the freedom to add additional features in the future so you can move at the speed of your customers. We also boast a large ecosystem of integrations that you can use to customize your experience. Conversely, Movidesk offers limited integrations, and the vendor’s single pricing plan could prove problematic for scaling businesses as they develop and their needs grow.

Global presence and CX expertise

Zendesk is a trusted partner and CX authority that has helped more than 160,000 businesses around the world develop excellent customer experiences. Not only that, but G2 ranked Zendesk as a top customer service product for 2024. Movidesk, however, didn’t make the list. Additionally, the Brazil-based company primarily specializes in users from its country.

Robust functionalities and AI capabilities

Zendesk offers a slew of robust features: advanced AI capabilities, a wealth of integrations, customizability, and more. All of this enables you to streamline operations, boost agent productivity, and build long-term customer relationships. On the other hand, Movidesk provides limited functionality and AI-based capabilities. It’s been noted that the platform may suffer from bugs and lack of usability.

More in this guide:

• At-a-glance comparison: Zendesk vs. Movidesk
• Zendesk vs. Movidesk: Features comparison
• Pricing plans: Movidesk vs. Zendesk
• Customer stories
• Frequently asked questions
• Ready to try Zendesk?

The table below compares Zendesk and Movidesk, highlighting the help desk software features you need to deliver the best CX—some of which we’ll expand upon in the next section.

Now let’s go into greater detail on six critical features for both Zendesk and Movidesk.

Unified omnichannel solution

At Zendesk, our omnichannel solution helps you deliver outstanding customer support on your audience’s preferred channel, be it your website, email, messaging and social media platforms like X (formerly Twitter) DMs, or the phone. These conversations are also interconnected and transferable, so a customer can start a support conversation on WhatsApp and move it to email—all without losing context.

Movidesk has a limited range of communication channels compared to Zendesk. The solution doesn’t seem to support certain messaging channels, such as Instagram and Twitter.

Integrations

Zendesk offers over 1,500 apps and integrations via the Zendesk Marketplace. You can browse our comprehensive list of apps and integrations to customize and extend your Zendesk experience. This makes it easy to streamline your data and build a 360-degree customer view for more efficient agents and personalized customer conversations. Our software is also open and flexible via our API capabilities, so if you can’t find what you need, your dev team can create it.

Movidesk offers fewer than 15 integrations. The lack of robust integration options may constrict user capabilities and make it difficult for growing businesses to customize their processes or find what they need.

Reporting and analytics

The reporting and analytics features from Zendesk give your team everything it needs to track and improve important help desk metrics like first reply time (FRT) and first contact resolution (FCR). Access to real-time and historical data helps you understand how customers interact with your business so you can take action on it right away. Meanwhile, our customizable dashboards keep your agents organized and efficient. Together, these capabilities can help you fine-tune your operations and deliver an outstanding CX.

Movidesk has basic reporting and dashboards that lack many features Zendesk offers. For example, it seems Movidesk has only two types of dashboards that display ticket-related metrics. It’s also been noted that the reporting may lack features related to agent activity.

AI and automation

Zendesk AI and automation deliver personalized and proactive customer support at scale, establish advanced agent workflows, use generative AI to accelerate time to solve issues, and more. For example, our advanced AI chatbots can act as the first line of defense for consumer queries and provide 24/7 support. Meanwhile, our advanced AI can intelligently route requests to the right agent, summarize tickets for agents, and provide insights to help them resolve the issue. Plus, our AI is built on billions of customer interactions and can be set up in just a few clicks.

While Movidesk also offers automation, its capabilities are limited. The platform focuses on basic instructions like macros and triggers for minimal AI functionality.

Self-service and knowledge base management

Zendesk offers a range of self-service capabilities, including customer portals, knowledge bases, and community forums. Through the power of our AI, you can use Content Cues to identify content gaps in your help center, generative AI to create new articles, and semantic searching to discover common queries and help customers find the information they need faster.

Movidesk has limited self-service capabilities, primarily focusing on centralizing technical documents and self-service articles for FAQ purposes.

Security and compliance

At Zendesk, we know the importance of employee and customer data privacy. We proudly offer several compliance certifications and memberships that protect your information. From conducting regular, comprehensive system audits to offering advanced encryption keys, Zendesk has the capabilities to protect your business from cyberattacks and data leaks.

Movidesk is not as robust in its security features. The product notably misses crucial functions like two-factor authentication (2FA) and single sign-on (SSO). This means that when businesses choose Movidesk, they won’t be nearly as protected as with Zendesk.

At Zendesk, we have a transparent pricing structure designed to empower you to deliver exceptional CX today while retaining the flexibility you need to adapt to growing customer and business needs. With us, you can get started in days—not months—all without an army of developers. Once you’re up and running, you’ll discover our product is built to help you scale. We infuse AI into every touchpoint so you can easily handle a surge in customer demand without expanding your workforce.

On the other hand, Movidesk has a one-tier pricing system and lacks expanded features like generative AI. Some users also mention that the platform experiences glitches and errors. Plus, as your business grows and you require increased capabilities, you’ll need to switch providers entirely—a process that can be complicated, costly, and time-intensive.

Zendesk has helped thousands of companies enhance their customer experience, and many have shared their success stories. Here are three examples of how Zendesk can make a difference.

Hootsuite

“The power of Zendesk is having one centralized platform. In my experience, that’s where it really shines. Having everyone work on the same tool makes all the difference from an operational perspective.”

—Justin Tamayo, senior manager of customer support and workforce management at Hootsuite

Liberty

“With Zendesk AI, I'm seeing an exciting opportunity to streamline and be more efficient. That will allow our team to have more time to work on projects of importance to the business, be it driving revenue or new sales channels.”

—Ian Hunt, director of customer services at Liberty

Olala Homes

“[Zendesk is] giving us the capacity to scale—from 2,000 solved contacts in January 2019 to 9,000 in July—and increase our productivity while improving the quality of our service.”

—Ittai Savran, CEO at Olala Homes