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Zendesk Suite vs Freshdesk Comparison

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Overview

Zendesk and Freshdesk are two popular customer service software solutions. At the same time, they’re two unique products with different features, functionality, and price points that cater to a variety of businesses.


Let’s take a look at the differences between the two.


Zendesk is a help desk solution that allows businesses to offer customer support services across multiple channels such as phone support, live chat, email ticketing, social media messages and knowledge base creation.


Supported platforms: web-based, iPhone app, Android app
Key features: call recording, chat, customer database, support ticket management, self service portal and survey
Integrations: Joomla, Jira, HubSpot CRM
User ratings: 4.4/5 stars, recommended by 96% of reviewers
Starting price: $5/month


Freshdesk is a help desk software that allows businesses to provide customer support via phone, email tickets, live chat widgets on websites or social channels and a self-service knowledge base.


Supported platforms: web-based, iPhone app, Android app, Windows Phone
Key features: call recording, call monitoring, conferencing, self service portal, support ticket management, and survey
Integrations: Sales Service Cloud, BigCommerce, Jira
User ratings: 4.5/5 stars, recommended by 98% of reviewers
Starting price: $19/month


Keep reading for a more in-depth comparison of these two products.

Category Leaders
Category Leaders
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

49

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

0

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.4

3.1K

5

4

3

2

1

1.7K

1K

270

56

42

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

4.5

2.5K

5

4

3

2

1

1.5K

884

134

26

14

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

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.
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.

Pros

Freshdesk provides an unrivalled ability to stay on top of client support and issue management. This tool is so far the best in class at supporting our needs in supporting our client base.
It helps me solve customers' inquiry and the best benefit that comes from Freshdesk is it's free. Compared to other paid helpdesks, Freshdesk could still really be worth it.
Overall, Freshdesk is an awesome solution for a tedious task. I recommend it to all my friends in the industry.

Cons

Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
Non-Existent & TERRIBLE Customer Service. You are just a number to them.
If you ever need support from Zendesk then it is horrible.

Cons

We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.
Worse, there is no way to discover this until after you've paid and spent time getting everything set up.
I had to ask for a lot of assistance and spent some time fixing mistakes I have made that could have been easily avoided with a bit more training.
  • Vendor responds to reviews
  • Last review3 days ago
  • Vendor responds to reviews
  • Last review7 days ago

Key features

  • Total features179
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Batch Communications
  • Blended Call Center
  • CMDB
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conferencing
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • 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 Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Dispatch Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • For Insurance Industry
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Group Management
  • Health Score
  • Help Desk Management
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Job Management
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Project Planning/Scheduling
  • Quality Assurance
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Work Order Management
  • Workflow Configuration
  • Workflow Management
  • Total features127
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Batch Communications
  • Blended Call Center
  • CMDB
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conferencing
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • 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 Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Dispatch Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • For Insurance Industry
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Group Management
  • Health Score
  • Help Desk Management
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Job Management
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Project Planning/Scheduling
  • Quality Assurance
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations1110
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM
  • Total integrations404
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Implemented Zendesk in two organizations

Reviewed 4 months ago

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.

Pros

Very easy to setup, native integration to gsuite. Nice free template used for the knowldgebase

Cons

No nested tags or sburules unlike Freshdesk that have this capability but are less stable.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Great support software for any business

Reviewed 4 years ago
Pros

I've used Zendesk for quite a while now and it's definitely one of the best options out there for any support service. It's full of all the right features with a great UI.

Cons

It's a little expensive, but compared to the competition (Freshdesk, Intercom), it could be worse!!!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk offers a robust help desk solution

Reviewed 4 years ago

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

Pros

It is very customer-centric and makes using a help desk easy and friendly for the users.

Cons

Cost and overall value. We ended us using Freshdesk because it offered much more at the free tier.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Good Value for Money

Reviewed 4 years ago

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

Pros

Good value software which a lot of large companies seem to use.

Cons

Software seemed a bit restrictive and ultimately my company went with Freshdesk, as the integration into our website was smoother.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Zendesk Suite logo

Zendesk Suite

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

Reviewed 2 years ago

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

Pros

Nothing... this system is confusing, difficult to implement, and is not user-friendly.

Cons

Everything, especially the customer service, which did not exist. It took me 3 weeks to get my account rep on the phone. They do not have a phone number or email. Getting support is impossible, and when you finally get someone on the phone - they are useless, and laugh at you for requesting a discount (after paying full price for a whole year, adding 1 more user was going to jump my monthly from $47 to $94 USD / month! I couldn't afford that, and the Zendesk Account Rep laughed and said "haha well, if you're adding an employee, sounds like you're doing well and can afford it!")

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Zendesk Suite logo

Zendesk Suite

Good helpdesk solution

Reviewed 4 years ago
Pros

Zen desk is a good helpdesk solution with all the features you would expect. Easy to use and configure.

Cons

The pricing model didn't quite work for us so we went with freshdesk instead. On the whole they are very similar products

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Not bad, but too Expensive!

Reviewed 3 years ago

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

Pros

Userguide/Help centre is very useful, required moderate level of technical skills for the setup! API integration is easy, enormous option for the 3rd party tools integration. Hardly seen any server downtime.

Cons

Pricing! you'll be forced to buy their Enterprise plan if you want optimum use of it. Else, the lower pricing plans end up buying addon packs to serve your business requirements.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Customer Service Made Easy

Reviewed 4 years ago
Pros

The metrics it provides you the ability to track response time and wait time, satisfaction ratings, individual performance, and importantly it lets you monitor new tickets coming in.

Cons

If it more pricy compared to its competitors like freshdesk if you want the encompassing suite package which includes support, guide, chat and talk.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Zendesk Suite logo

Zendesk Suite

Too bad there's not free version

Reviewed 4 years ago
Pros

Nice UX and easy to set. Nice for ticketing and livechat. Integrated with a lot (a lot!) of different services.

Cons

Well, even if this one is a star ini CRM, I switch for freshdesk and its free version. I don't need that much features.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk - Difficult to Master, but Worth It

Reviewed 3 years ago

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

Pros

Zendesk is the most powerful helpdesk software that I've used - and absolutely blows Freshdesk out of the water. For example, the capabilities of their analytics and customizable dashboards are overwhelming, but so incredible and definitely worth it if you're looking for a step up from your current software.

Cons

The cost of the training courses is very, very high. Their free knowledge base is extensive, but can be a bit of a rabbit hole.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Gives the features you need

Reviewed a year ago

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.

Pros

Zendesk user experience is simple to navigate and has a modern look and feel. The thing I like the most is the simple navigation, great use of colors where needed, and the ticket history.

Cons

The client portal (Guide) offers a lot of great features but one that is lacking would be showing custom fields to end users in a list form (allowing end users to search and organize their ticket list). One of our particular scenarios is needing this feature and due to it missing, have had to rely on other 3rd party services to surface up that information in a searchable form.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zendesk Suite logo

Zendesk Suite

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

Reviewed a year ago

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.

Pros

I like Zendesk's robust ticketing capabilities. Despite its high price, it's an extremely powerful CRM tool when compared to competitors. Zendesk allows customizable business flow, analytic capabilities, and a knowledge base platform that can be utilized for operational optimization. Zendesk is also capable of integrating with other systems such as Workday through API.

Cons

Sometimes, I felt that Zendesk has a lot of limitations. For example, when creating business rules, you cannot use the AND and OR function, it's either AND or OR per one business rule. When utilizing Zendesk for internal use, Zendesk still lacks lots of functions such as conversation history, child-ticket, and etc. Even though some of them are already available on Zendesk Marketplace, these add-ons should be free rather than asking us to pay extra for them. Also, the technical customer support is not that useful. Zendesk pride in having 24-hours technical customer support when compared to competitors but out of 10 cases that I asked for, only 1 or 2 cases the technical customer support could help me. Most of the time, our team fixed the issue by ourselves.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Freshdesk logo

Freshdesk

Great product with decent customer support.

Reviewed 4 years ago

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.

Pros

The software is extremely smooth and user friendly. Very easy to pick up.

Cons

The support that comes with the software is not the best. Speaking exclusively on chat support. It took over 10 hours to get a first response. As long as this gets fixed, you should be good!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Freshdesk logo

Freshdesk

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

Reviewed 2 years ago

Zendesk alternative

Pros

Easy to deploy and easy to use, multi language support

Cons

After the trial ended they automatically deleted all custom fields + custom users data. Customer service is terrible.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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Freshdesk logo

Freshdesk

There are better Front-end Customer Service software packages

Reviewed a year ago

Mediocre. I would prefer Zendesk.

Pros

It is good for customer communication as a front-end client software. Also decent for reporting.

Cons

The lack of features and integrations with other software packages hurts. Also a better API would help.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

Freshdesk logo

Freshdesk

An okay platform

Reviewed 3 years ago

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

Pros

I really appreciate that they have a free trial to use for this software and that the customer support they offer is great and helpful.

Cons

It doesn't look as good as Zendesk and offers fewer features. The interface for this platform looks like a free app, unlike Zendesk that provides a professional UI.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Freshdesk logo

Freshdesk

Great customer service support

Reviewed 4 years ago
Pros

The Freshdesk onboarding experience is ace and so far, the customer support has been quick and prompt. Really impressed with Khoushik help on API references and his product knowledge versus your competitor. Please give him my regards. - Simple interface - Good API documentation - A chat icon to support is a touch of class!

Cons

Currently, we're working on an integration with Zendesk to Freshbooks and I'm finding that Zendesk responds a lot quicker than Freshbooks. However, this is negligible but I will continue to monitor.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Freshdesk logo

Freshdesk

Great Helpdesk but I dislike limited users

Reviewed 4 years ago

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.

Pros

- Clean and Clear reply to a customer without any delimiter, agent's user profile. - Helpdesk is very easy to set up compared to ZenDesk - Helpdesk is much better than Zendesk

Cons

- Limited Users and same cost per user regardless of the different department. For example, In our business, warehouse guys don't talk to customers and they need to communicate on the internal notes on tickets. We want our warehouse/account team to be involved on the Freshdesk for the internal communication. We have 2 support users, 1 account user and 3 warehouse users. What is the point of paying...

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Freshdesk logo

Freshdesk

Superb customer service

Reviewed 4 years ago
Pros

Allows maximum of 3 agents for the free version.

Cons

The UI for Zendesk is still friendlier in the agent mode.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Freshdesk

Customer rating from Zendesk

Reviewed 3 years ago

It is very nice to test the fresdesk

Pros

The format to work as email in html, different from zendesk, control hours by customers!

Cons

Higher cost than Zendesk, integration with trello pays, could be free

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Freshdesk

FreshDesk Review

Reviewed 4 years ago

Overall experience has been positive, especially coming from ZenDesk.

Pros

I like that it was pretty simple to get set up and when I needed help, I used the chat feature, which was very helpful.

Cons

There are some items that I would like a certain way, and willing to pay for some of the development costs for these things, but the responses I received, to me, didn't seem like they were too concerned with my request.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Freshdesk

Feedback

Reviewed 4 years ago

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

Pros

Far Better to Zendesk application hence we changed to freshdesk

Cons

Adding the Groups and creating the foields

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Freshdesk

Zendesk clone with a cleaner UI and a few more features

Reviewed 5 years ago
Pros

I'm going to list Zendesk clone as a feature, because I've used Zendesk before and I like the simplicity. Freshdesk builds on this by cleaning up the dated Zendesk interface and adding a few more options to clarify ticket status, such as "Waiting on Third Party" and "Feature Request". The cost is also more reasonable.

Cons

The integrations still aren't up to par with that of a Zendesk. There were a few service outages while trying to use the software.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Freshdesk

If You Don’t Have It, Get It

Reviewed 3 years ago

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.

Pros

I like a lot about this program. My favorite feature is that you can create more than just the standard statuses which can greatly help organization of customer emails.

Cons

I have no qualms with this program. It is so easy to use and can greatly help a customer service team to organize and answer customer inquiries.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Freshdesk

A Great Alternative to Zendesk

Reviewed 10 months ago
Pros

A great money-saving alternative to Zendesk without a sacrifice of features.

Cons

Analytics are only available with the higher tier plans.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Freshdesk

Perfect Ticketing system

Reviewed 3 years ago

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

Pros

It's Easy to be set up and configured. Integration with Email is the best. also has many integrations with other software.

Cons

Poor dashboard, Advanced Reports are available at higher plans which is soo expensive. the mobile app is not as good as the web.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Freshdesk

Fresh Desk - DM

Reviewed 3 years ago
Pros

Probably the best help desk software out in the market. The developers are constantly pushing updates and making it extremely robust. The amount of features within the app can be applied across any industry.

Cons

Costly compared to Zendesk or different alternative but worth it because you get multiple accounts.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Freshdesk

FreshDesk - a Great Agency Support Solution

Reviewed 4 years ago

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!)

Pros

Our Agency looked far and wide for a Support solution that provide transparency to clients and an easy-to-organize platform. FreshDesk was a great choice as it provided a trackable thread for clients (and support staff) to follow while offering the ability to integrate with our existing billing system (FreshBooks-no relation) and project management tool (RedMine) to make sure all projects were handled, completed and billed. Customer support on their side was excellent - responsive and very helpful. Cost is very reasonable.

Cons

For a larger agency/company a more robust customer support solution like ZenDesk would probably fit better.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Freshdesk

Awesome

Reviewed 3 years ago

really helpful and thanks for the support us

Pros

I can set up auto-assigned for the agent and CSAT

Cons

When an agent sent an email to the user, the interface not really good like zendesk.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Freshdesk

Great so far