I agree that Zoho is more intuitive than Zendesk and 10-20x cheaper, but that’s a really low bar. However, when we evaluated Zoho this past spring to replace our b2c 60-100 seat month Zendesk contract, we found Zoho to be really disjointed where every app was configured and looked different. The pricing and lack of contract was great but it seemed like different things were tacked together like how an agent would have to have two tabs open to take calls through their telephony app and answer chats through their B2B oriented messaging app. When our new contract for Customer Service expires I’ll check them out again but I think they need to standardize and simplify the look and feel of there apps and merge some if they want to move up market. For small businesses with a shoestring budget they’re a no brainier though!