Choosing the right customer support solution can be a hard task, since business should be really careful about relationship with their customers. Cloud based customer support solutions are probably the most convenient and simplest way remain customers happy. Here is the comparison of 3 leading cloud based customer support apps Desk.com (Formerly Assistly) vs. Zoho Support vs. Freshdesk.


Logo for Desk.com Desk.com

Help Desk + Social CRM + Customer Support



Visit Website


Logo for Zoho Support Zoho Support

Customer Support and Help Desk Software



Visit Website


Logo for Freshdesk Freshdesk

Customer support software that helps you promise, deliver and wow.



Visit Website


Average Rating (Reviews & ratings by the GetApp Community)

Editorial Reviews from GetApp

Logo for Desk.com
 Desk.com

Standout Customer Support
esk.com stands apart from competing customer support applications because of the advanced features it offers. The self-service nature of Desk.com’s platform encourages customers to resolve their own issues—a stealth business tactic that makes it possible for agents to spend more time working on the complaints and queries that are most difficult to resolve. Multi-channel support and cross-platform capability also make it possible for agents to work from outside the office.

Read the full review on the GetApp Blog


Logo for Zoho Support
 Zoho Support

Affordable customer support solution for SMBs and Startups
Zoho Support is relatively flexible and based on your business model, you can have your customers contact your support agents via phone, web form, email as well as self-service capabilities which you can embed on your web site to enable both you and your customers to monitor and track the request in the same real-time view.

Read the full review on the GetApp Blog


Logo for Freshdesk
 Freshdesk

Watch Your Tickets And Gamify Your Helpdesk
Freshdesk enables you to gamify your helpdesk. Essentially, it creates teams out of your support personnel and rewards them for good work. For example, teams that solve customer problems faster than other teams are rewarded from within the corporate structure. I thought this was an excellent approach to support as it incentivizes employees to perform bette

Read the full review on the GetApp Blog


Last Updated (Last change made to the app by the vendor)

Logo for Desk.com
 Desk.com

Logo for Zoho Support
 Zoho Support

Logo for Freshdesk
 Freshdesk

Product Overview

Logo for Desk.com
 Desk.com

Desk.com (formerly Assistly) is the all-in-one customer service application for small businesses and fast-growing companies. Desk.com is web-based customer support software made smarter, easier and more affordable. It pulls all your customer service conversations into one collaborative desktop where service requests are collected, prioritized, and handled by your team. You can deliver customer wow by email, phone, chat, Twitter, Facebook and more. Desk.com helps your front line team solve problems where customers live and play. Add Part-Time (Flex) Agents as needed, and get everyone in your company involved in support. Support is a key differentiator and sets you above your competition. Integration with Social Media. Fifty percent of Internet users visit a social network every day, and many look for customer support there. Desk.com helps you monitor the customer experience on social networks and solve problems where customers live and play. For example you can provide social support via Facebook Private Messaging.

Read more about Desk.com

Logo for Zoho Support
 Zoho Support

Zoho Support is a web-based help desk app that provides a systematic, streamlined and quantified manner of addressing troubletickets. Zoho Support provides a customer portal to each customer where the customer can add/converse and review the status of the trouble tickets online. Zoho Support caters to organizations that need to prioritize, manage and automate online help desk support needs. It includes 10 base modules: Ticket Management, Reports and Dashboards, Knowledge Base, Alerts and notifications, Workflows, Customer Support Portal, Contracts and SLA’s and Accounts and Contacts, Product Catalog and Task Management. It has an intuitive, customizable and robust solution with which organizations can equip their support departments. In a crowded customer support marketplace, a key differentiator is its ability to provide a configurable WYSIWYG customization for end users without requiring any programming.

Read more about Zoho Support

Logo for Freshdesk
 Freshdesk

Freshdesk is an intuitive support solution that offers everything a business needs to deliver exceptional support. Freshdesk provides every company the tools it needs to wow customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations, self service portals, community forums and a lot more. A 30-day free trial is available for new sign-ups.

Read more about Freshdesk

Screenshots

Logo for Desk.com
 Desk.com

Screenshot of Desk.com ()

Logo for Zoho Support
 Zoho Support

Screenshot of Zoho Support (Zoho Support Screenshot)

Logo for Freshdesk
 Freshdesk

Screenshot of Freshdesk ()

Features

Logo for Desk.com
 Desk.com
  • Easy-to-use dashboard
  • Collaborative tool supports Facebook, Twitter, & Gmail cases
  • Sophisticated business rules efficiently route cases
  • Flex pricing to support whole company
  • Airtight case management system
  • Complaint Tracking System
  • Self-service support center
  • Social Media integration
  • Macros
  • Bulk Updating
  • Labels and Custom Fields
  • Customer Profiles
  • Case History, Escalation and Case Tracking
  • Mobile Support
  • Multilingual Support
  • Business Insights
  • Integration with GetSatisfaction, Salesforce, Google Apps
  • Olark, Do, Snapengage Integration
  • Create Cases from Facebook Messages.
  • Multi-channel case management

Logo for Zoho Support
 Zoho Support
  • Ticket Management
  • Contracts and SLA
  • Reports and Dashboards
  • Alerts and Notifications
  • Knowledge Base
  • Customer Self Service Portal
  • Social Media Support
  • Accounts and Contacts
  • Contracts and Service Level Agreements (SLAs)
  • Alerts and Notifications
  • Product Catalog
  • Customer Support Portal

Logo for Freshdesk
 Freshdesk
  • Email to Ticket Conversion
  • Knowledge Base
  • Self Service Portal
  • Service Level Agreements
  • Automations - Ticket routing, scenario automations
  • Multi-channel support, including Facebook & Twitter
  • Community Portal with Idea Management & Voting
  • Multi-product/multi-brand Support
  • Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM
  • Multi-language & multi-time zone support
  • Satisfaction Surveys
  • Leaderboard & gamification

Typical Customers

Logo for Desk.com
 Desk.com

Freelancers, Large Enterprises, Mid Size Business, Small Business


Logo for Zoho Support
 Zoho Support

Freelancers, Large Enterprises, Mid Size Business, Small Business


Logo for Freshdesk
 Freshdesk

Freelancers, Large Enterprises, Mid Size Business, Non Profits, Public Administrations, Small Business


Supported Devices

Logo for Desk.com
 Desk.com

Android, iPhone-iPad, Mac, Mobile Web App, RIM-BlackBerry, Web-based, Windows


Logo for Zoho Support
 Zoho Support

Mac, Web-based, Windows


Logo for Freshdesk
 Freshdesk

Android, iPhone-iPad, Mac, Mobile Web App, RIM-BlackBerry, Web-based, Windows, Windows Phone


Supported Platforms

Logo for Desk.com
 Desk.com

Google Apps, Open API, Salesforce


Logo for Zoho Support
 Zoho Support
Logo for Freshdesk
 Freshdesk

Google Apps, Open API, Salesforce


Advertisment


Supported Languages

Logo for Desk.com
 Desk.com

Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish


Logo for Zoho Support
 Zoho Support

Chinese (Simplified), English, French, German, Japanese, Spanish


Logo for Freshdesk
 Freshdesk

Chinese (Simplified), Czech, Danish, Dutch, English, Finnish, French, German, Italian, Japanese, Polish, Portuguese, Spanish, Swedish


Supported Geographies

Logo for Desk.com
 Desk.com

Asia, Australia, Canada, China, Europe, India, Latin America, Middle-East and Africa, United Kingdom, United States


Logo for Zoho Support
 Zoho Support

Asia, Australia, Canada, China, Europe, India, Latin America, Middle-East and Africa, United Kingdom, United States


Logo for Freshdesk
 Freshdesk

Asia, Australia, Canada, China, Europe, Germany, India, Japan, Latin America, Middle-East and Africa, United Kingdom, United States


Pricing Information

Logo for Desk.com
 Desk.com

$3/month for basic support tools for up to 3 agents $29/year per agent billed annually $39/month per agent billed monthly


Logo for Zoho Support
 Zoho Support

Free for 1 Agent Enterprise $25/Agent/Month Professional $12/Agent/Month


Logo for Freshdesk
 Freshdesk

Freshdesk is priced per support agent per month, and has 4 different plans. Sprout - $15 per agent per month (first 3 agents free). Blossom - $19 per agent per month. Garden - $29 per agent per month. Estate - &49 per agent per month.


Support (What type(s) of support the company offers to customers)

Logo for Desk.com
 Desk.com

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials


Logo for Zoho Support
 Zoho Support

No information available


Logo for Freshdesk
 Freshdesk

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials



Logo for Desk.com Desk.com

Help Desk + Social CRM + Customer Support

Visit Website



Logo for Zoho Support Zoho Support

Customer Support and Help Desk Software

Visit Website



Logo for Freshdesk Freshdesk

Customer support software that helps you promise, deliver and wow.

Visit Website


Advertisment

• Manage end-user service and support requests
• Collaborate with users and IT team members
• Deliver better IT service to your users
• Offer a branded self-service portal to your users
• Includes an IT service catalog to publish your services
• Integrated IT Asset Management system

• Scale support with Instant Answers™
• In-depth & Actionable Customer Feedback
• Embedded directly in your web or mobile app
• Custom Design
• Single Sign On
• Feedback Forums
• Support Ticketing
• Knowledge Base
• Inspector™ - Know exactly who you're talking to
• Instant Answers™ - Automated self-service of common question
• Support Analytics
• Embeddable widgets
• Customer Satisfaction Analytics
• iOS & Android SDKs
• User Analytics
• Feedback Analytics
• Domain Aliasing
• SSL Encryption
• Several types of moderation

• Robust, but easy to use
• Flexible and Intuitive
• Internal collaboration tools, Integrated screen recording
• Customer Portal, KB, Forums
• Screen Recordings
• Automation, Escalation, Time Tracking
• Mobile
• CRM Integrations with Salesforce, Highrise & Zoho
• Software Version & Asset Tracking
• Reporting, Exporting, Filtering, Sorting
• Email-To-Ticket
• Customizable Templates
• Live Chat
• SLA Management
• Ticket Collision
• Tagging & Ticket Queues
• Canned Responses
• Wiki
• Custom Fields and Workflows
• REST API

• Support ticketing with email integration
• Fully featured live chat for your helpdesk and your website
• Real-time visitor monitoring
• Track and record phone calls
• Rich self-service helpdesk
• Advanced ticket workflows, rules and automations
• Custom fields for tickets, chats and customers
• Rich customer and organization profiles for CRM
• Support for multiple plans
• Manage ticket reply and resolution deadlines
• Define business hours for accurate performance tracking
• Automatic escalation rules ensures nothing slips through
• Native mobile apps for iOS, Android, Windows and Blackberry
• Mobile live chat with the Jabber gateway
• 100+ out-of-the-box helpdesk reports
• Build custom reports with the Kayako Query Language
• Schedule reports to be automatically delivered to your inbox
• Multi-lingual customer support and localizations
• Full control over the look and feel of the helpdesk
• REST API, integrates with your apps and backend systems

• Flexible ticket management with automated workflow
• Multi-channel support: email, web, phone, chat, social media
• Mobile support with native iPhone, iPad, and Android apps
• Robust reporting and advanced analytics
• Customer facing web interface that you can easily brand
• Knowledge base portal and community forums included
• Over 100 out-of-the-box integrations with 3rd party apps
• Open API enabling seamless integration into your business
• Multi-brand support with linked accounts
• Unlimited, free "light agents" (Enterprise plan only)
• Group rules and macros
• Screencasting
• Public and private forums
• Full CSS rebranding
• Multi locale (timezone and languages)
• Export ticket views to CSV
• SSO with Twitter, Facebook, Google and SAML
• REST API
• Pre-built: Salesforce, SugarCRM

• Communities for sales
• Marketing and sales leads
• Email integration
• Opportunities and quotes
• Build and run innovative apps
• Forecasting
• Engage customers everywhere
• Approvals and workflow
• Social accounts and contacts
• Chatter
• Analytics
• Mobile to stay connected
• Contact Manager
• Real Time Visibility
• Dashboards
• Workflow

• Convert emails into tickets
• Intutive user interface
• In-depth reporting
• Smart rules for automation
• SLA Management
• Personalize Queue
• Canned actions
• Knowledge base & FAQ
• Custom fields
• Escalate tickets
• Advanced Search
• Merge Tickets
• CRM Integration
• Community Forum
• Live Chat Integration
• Scheduled Reports
• Native Mobile Apps
• REST API
• SSO: Google & SAML
• Group Contacts

• PhaseWare Self-Service Center
• PhaseWare Event Engine
• Tracker Mail Checker
• Tracker Screen Designer
• Flexible service delivery
• Incident management
• Workflow management
• Task processing
• Performance management
• Knowledge management
• Smart search
• Content collaboration
• Complete customer view
• Flexible reporting
• Multichannel support
• Billing support packages
• Service level agreement (SLA) management