Zendesk vs Open: An Honest Comparison for 2026

Let's talk about your options

If you're reading this, you're probably knee-deep in researching customer support platforms. Maybe you're frustrated with your current setup. Maybe your team is scaling and your tools aren't keeping up. Or maybe you're just starting out and want to make the right choice from day one.

Either way, you've likely come across both Zendesk and Open. They're frequently mentioned in the same breath, which makes comparing them important if you want to make an informed decision.

Zendesk (2007) positions itself as “Legacy Support Platform” — Traditional customer service software with AI add-ons.

Open (2024) takes a different approach: “AI-Native Support” — AI-first customer communication engine built for automation.

We've spent significant time with both platforms. Here's what we honestly think.

Who should actually consider each option?

Before we dive into features and pricing, let's be real about who each platform is actually built for. Not every tool is right for every team, and that's okay.

What each platform does well

Let's start with the positives. Both platforms have been around for years and have real strengths.

What we like about Zendesk

Zendesk has built a solid reputation over the years, and for good reason:

• Established brand with proven track record since 2007
• Extensive marketplace with 1,500+ apps and integrations
• Comprehensive documentation and training resources
• Large community and ecosystem of consultants
• Familiar interface for teams migrating from older systems

What we like about Open

Open brings its own set of strengths to the table:

• 77% average automation rate - industry leading
• AI-native architecture built from the ground up
• Setup in 15 minutes, not weeks
• Transparent, outcome-based pricing
• Full AI QA on 100% of conversations
• Unified platform for all channels including AI voice
• Trained by YC and backed by top investors

Where each platform falls short

No software is perfect. Here's where each platform will likely frustrate you.

Our frustrations with Zendesk

After spending time with Zendesk, these issues stood out:

• AI capabilities require expensive add-ons (Zendesk AI costs extra)
• Automation rates significantly lower than modern AI-native platforms
• Complex pricing structure with hidden costs
• Long implementation timelines (weeks to months)
• Legacy architecture limits modern AI features
• Per-agent pricing becomes expensive at scale

Our frustrations with Open

Open isn't without its problems either:

• Newer platform (founded 2024) with shorter track record
• Smaller marketplace compared to Zendesk
• Less extensive documentation (rapidly improving)
• Fewer third-party consultants available

Feature-by-feature breakdown

If you're the type who wants to see exactly what you get with each platform, here's the detailed breakdown. We've highlighted the features that we think matter most.

Let's talk money

Pricing is often the deciding factor, so let's break down what you'll actually pay. Keep in mind that both platforms love to hide costs in add-ons, so the sticker price rarely tells the whole story.

What Zendesk will cost you

What Open will cost you

So, which one should you choose?

After all this analysis, here's our honest take: Open wins 4 out of 6 categories with significantly better AI automation, faster setup, and more transparent pricing.

For teams serious about AI-powered customer support in 2026, Open is the clear choice. While Zendesk has a larger ecosystem, Open's AI-native architecture delivers 3x better automation rates at a fraction of the cost. The only reason to choose Zendesk is if you're deeply invested in their marketplace or have specific legacy integrations.

Common questions

Here are the questions we hear most often from people comparing these platforms.