Zendesk Suite vs Freshdesk Comparison

Salesforce Sales Cloud

Jira

Zoho Desk

Intercom

Salesforce Service Cloud

Help Scout

Ideal solution for customer support

Overall it was a good experience, they are a big company so the service can be a little bit flaky. My AM was not even aware of me.

Implemented Zendesk in two organizations 

Great support software for any business

We were looking to replace our helpdesk and evaluated Zendesk for a little over a month. We decided to use another product instead.

Zendesk offers a robust help desk solution

Good for Call Center Management

DISGUSTING. Would never recommend and will actively switch everyone I speak to from Zendesk to FreshDesk. 

Non-Existent & TERRIBLE Customer Service. You are just a number to them.

Good cost effective solution, but not flexible enough for us. 

Good Value for Money

Not bad, but I would recommend Freshdesk over Zendesk because they offer many features in comparison with Zendesk pricing. 

Not bad, but too Expensive!

Good helpdesk solution

Customer Service Made Easy 

Too bad there's not free version

As our company grew, switching from Freshdesk to Zendesk was like using a kids toolset and then transitioning to a real workshop! 

Zendesk - Difficult to Master, but Worth It 

From my perspective, its great at what it is supposed to be - a very easy to use and simple ticketing system.  The API is straight forward and has most of the fields represented on the main Zendesk ticket screens.  Overall, it is cheaper than Freshdesk and I feel like it accomplishes what we need it to for the most part.

Gives the features you need

Zendesk provides a good ticket management system, knowledge base platform (hosting documents) with security-based permissions and insights. Comparing to competitors such as Freshdesk or Jira, even though they are cheaper, they can't provide the functionalities that Zendesk provides. Zendesk allows us to perfectly track our cases, analyze the performance through insights allowing us to understand what we have to improve in order to improve our customer CSAT.

Zendesk is a powerful CRM tool that totally worth the price.

Able to gather better metrics and improve employee efficiency by using the Freshworks Suite.  A no brainer for businesses and better than Zendesk in every aspect. 

Great product with decent customer support.

After the trial ended they automatically deleted all custom fields + custom users data!!!

There are better Front-end Customer Service software packages

Cheap CRM software

I didn't solve anything with it as I decided to stick to Zendesk.

An okay platform

Overall experience has been positive, especially coming from ZenDesk.

FreshDesk Review

Great customer service support

Customer rating from Zendesk

Superb customer service

I have trialled and evaluated all popular helpdesk apps like Freskdesk, Zayanko, Zendesk, Hiver and others I tested all of them with our actual marketplaces and the actual support email address. Freshdesk is the best overall. 

Sadly, we don't take up with Freshdesk because of the cost reasons for 2 support users when we need 6 different users. So, we choose another helpdesk for unlimited users and the limited tickets pricing plan.

If you ask me which to choose Zendesk or Freshdesk, I would recommend Freshdesk over Zendesk.

Great Helpdesk but I dislike limited users

Amazing, We would want to buy more licence to expand this option in most of the verticals

Feedback

Fantastic. Customer support is great, and that’s why we stuck with them for so long. The pricing is competitive, and in most cases, cheaper than Zendesk with all of the Zendesk functionality. 

If You Don’t Have It, Get It

A Great Alternative to Zendesk 

Zendesk clone with a cleaner UI and a few more features

For our 1st ticketing system, it's perfect.
we've used it after testing zendesk

Perfect Ticketing system

Highly recommended as a customer support solution. Tracking tasks across the project and giving internal resources and clients insight for a full picture of project status.

Great for clients looking for that initial solution that is easy to get started with, cost-effective and adoptable by staff and clients (intuitive to use!)

FreshDesk - a Great Agency Support Solution

Fresh Desk - DM

really helpful and thanks for the support us

Awesome

Great so far

low cost and low risk to implement. lots of cool features at fraction of price of ZenDesk

Great Support Ticketing Platform

Definitely consider Freshdesk

Overall experience is good especially when you compare this with Zendesk which's overpriced. Not faced any downtime yet. 

One of the best support CRM

Nice and simple software

We upgraded from emails, Facebook, phone calls, messages, etc. into Zendesk, which was a great help for channeling all our communications. However, once we discovered Freshdesk we realized it had the benefits of Zendesk but a lot more functionality. We are currently making the switch and it comes highly recommended!

Upgrading from emails to Freshdesk

I like freshdesk better than zendesk, I would recommend it but you guys need to work on your UX asap

positive overall

Compare Zendesk Suite and Freshdesk based on features, pricing, verified reviews, integrations & more. Find out which software is best for your business today.

Zoho Desk, Zoho's flagship web-based customer service software, helps businesses of all sizes and types deliver superior customer service without spending a fortune.

Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational efficiency, and scaling with your business every step of the way. 

Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your customers with communities. Track key contact center metrics in real-time. And enable every employee to deliver outstanding service at every point of interaction.

Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and keeps your business in sync. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from 700+ app integrations.

Account Alerts

Account Management

Activity Dashboard

Activity Tracking

Alerts/Escalation

Alerts/Notifications

Archiving & Retention

Asset Tracking

Assignment Management

Audit Trail

Automated Routing

Automatic Call Distribution

Autoresponders

Availability Management

Batch Communications

Blended Call Center

Call Center Management

Call Logging

Call Monitoring

Call Recording

Call Reporting

Call Routing

Call Scripting

Caller ID

Campaign Management

Canned Responses

Capacity Management

Case Management

Catalog Management

Change Management

Chat/Messaging

Churn Management

Client Management

Client Portal

CMDB

Collaboration Tools

Commenting/Notes

Communication Management

Complaint Monitoring

Computer Telephony Integration

Configurable Workflow

Configuration Management

Contact Management

Content Creation

Content Management

Contract/License Management

Corrective and Preventive Actions (CAPA)

Customer Complaint Tracking

Customer Database

Customer Engagement

Customer Experience Management

Customer History

Customer Management

Customer Segmentation

Customer Service Analytics

Customer Social Profiles

Customer Support

Customizable Branding

Customizable Fields

Customizable Forms

Customizable Reports

Customizable Templates

Dashboard

Data Import/Export

Decision Support

Discussions/Forums

Document Storage

Drag & Drop

Email Management

Email Templates

Email Tracking

Event Triggered Actions

Feedback Management

File Sharing

Filtering

For Insurance Industry

For iPad Devices

For Startups

Forms Management

Full Text Search

Gamification

Geotargeting

Group Management

Health Score

Help Desk Management

Inbound Call Center

Incident Management

Interaction Tracking

Interactive Content

Issue Auditing

Issue Management

Issue Scheduling

Issue Tracking

Knowledge Base Management

Knowledge Management

Lead Management

Live Chat

Zendesk Suite

Android

Web-based

iPad

iPhone

freelancer

I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.

Senior SEA Specialist

This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.

Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.

IT Operations manager

Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in.

Ecommerce Manager

I loved the ease of deployment and the UX on the admin end. It was very easy to segment and follow what was going on and was even fun to play with different options.

We ended up switching to a free service which better fit our needs. All in all it was a pleasant experience and we used it for 3 years to manage the chat on our site.

Operations manager 

It’s very useful for our customer support helpline which we launched during the pandemic and insures that we make the customer journey experience good for.

Director, Customer Success

Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.

HR manager

I liked the simple yet useful UI of zendesk. The ticketing system is very useful and efficient, reporting and user data is useful and quite accurate.

People Technology Junior Analyst

I like Zendesk's robust ticketing capabilities. Despite its high price, it's an extremely powerful CRM tool when compared to competitors.

Social Media Customer Support

Overall, it's a fantastic platform for e-mail support while also offering the ability to have everything in one place.

Support Manager

Technology Consultant

We have been using Zendesk for a client project to help us receive and assign tickets from our client. The system is great and easy to use.

Designer

I like the premade templates that is currently used for our FAQ. It is great that our engineering team does not need to develop this separately.

If you ever need support from Zendesk then it is horrible.

NOC Team Leader

Also it can easily be integrated to a lot of platform. What I like the most is the ability to integrate with Slack.

Zendesk Suite vs Freshdesk Comparison

Zendesk Suite

Freshdesk

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives