Zendesk vs Freshdesk Comparison Chart

Everything you need to know


Zendesk is a help desk-support software solution, whereas Freshdesk is a customer-support platform. Both tools offer customer service support and have their own strengths and weaknesses. However, it may not be immediately clear to you which of the two tools would be more suitable for your small business.

Below, we stack up the core features of Zendesk and Freshdesk and compare them to help you choose the right tool to fulfill your customer service needs.

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Summary
Pricing
Details
Top features
Typical customers
Support options
Mobile apps
Android
iPhone/iPad
User reviews
Value for money
Ease of use
Features
Customer support
Users recommended to a colleague
Integrations
Security
Audit logs
Encryption
File sharing
Security alerts
Access control
Data policy
Social presence
Facebook
Twitter


Reviews

Anonymous
( company, 501-1000 employees)

Great support software for any business

2018-06-14

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!!!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
Zendesk
Cloud customer service software
Read more
Joseph Veronese

Zendesk offers a robust help desk solution

2019-03-27

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

We ended us using Freshdesk because it offered much more at the free tier.

Rating breakdown

Ease of use
Features

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
Zendesk
Cloud customer service software
Read more
Ben Taylor

Good Value for Money

2018-10-20

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
Zendesk
Cloud customer service software
Read more
Anonymous
(Oil & Energy company, 11-50 employees)

Good helpdesk solution

2018-05-16

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Other

Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
Zendesk
Cloud customer service software
Read more
Shiawtian Chen

Customer Service Made Easy

2019-01-10

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
Zendesk
Cloud customer service software
Read more
Anonymous
A verified reviewer

Too bad there's not free version

2018-04-09

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Zendesk Reviews
Zendesk
Cloud customer service software
Read more
Francis Go

Great customer service support

2018-07-10

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Kevin Schmidt

FreshDesk Review

2018-08-31

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
SK Shan

Superb customer service

2018-08-07

Pros

Allows maximum of 3 agents for the free version.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Ravi Panghat

Great Helpdesk but I dislike limited users

2018-08-21

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.

Pros

. - 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 the cost for 6 users when we need 2 support users to communicate to our customers? - We get an average of 500 tickets per month and we need lots of users. Freshdesk offers unlimited tickets, but limit users. which is opposite to our requirement budget. - Slow Technical Support, most of the times I get a reply from the tech. support after 5-8 hours and no live chat available. - eBay is not available on the lower pricing plans but strangely Amazon is available on the lowest pricing plan.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Other

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Chandil Kumar

Feedback

2018-11-02

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Anonymous
A verified reviewer

Zendesk clone with a cleaner UI and a few more features

2018-04-04

Pros

I'm going to list Zendesk clone as a feature, because I've used Zendesk before and I like the simplicity.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Dominic Hechtfischer

Very good alternative to ZenDesk!

2018-05-30

Pros

This software is a very good alternative to ZenDesk, because you get all the features of ZenDesk to a cheaper price in a more fancy overview.

Cons

Well, there is a free solution, but this solution can't do as much as the other ones. If you have a very big company and you want to use all the available channels, you have to pay per agent per month. I think that is very expensive, but this is only my opinion.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Jeff Molitor

FreshDesk - a Great Agency Support Solution

2019-03-10

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Brent Wesler

Great Support Ticketing Platform

2017-10-10

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

Pros

Our support technicians really like the ease of logging cases, metrics to manage defects and cases and the game system built into the product to reward tech's who get customer recommendations

Cons

There currently is no SugaCRM integration, so its difficult to track cases and see the case attached to the customer account record

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Deniz Kavak

Great so far

2018-07-23

Pros

Many integrations, simple to use,easy to set up, good tech support, very affordable,great customer service

Cons

Don't find the software as intuitive as zendesk. There are a few system errors that i encounter regularly.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Anonymous
(Hospitality company, 11-50 employees)

Upgrading from emails to Freshdesk

2018-11-29

We upgraded from emails, Facebook, phone calls, messages, etc. into Zendesk, which was a great help for channeling all our communications.

Pros

It helped our whole organization channel all the different communication platforms into one concise platform, and helps our customers felt hear and responded to.

Cons

It has taken a while to get used to Freshdesk, since there are so many functions available on Freshdesk. It would be good if a more complete tutorial was available.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Anonymous
Investment Banking Analyst (Financial Services company, 1001-5000 employees)
Verified Reviewer

Definitely consider Freshdesk

2018-10-03

Pros

I've used Zendesk for awhile, but Freshdesk does a really good job with integration to social media and automating responses.

Cons

Although the UI is pretty good, there is still always room to add more macro capability and keyboard shortcuts

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: GetApp
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Anonymous
(Computer Software company, 51-200 employees)

Freshdesk

2018-11-28

Pros

This is a pretty standard ticketing system. You can easily respond to customers and surface the information that they need to know.

Cons

This software is clunky and there are a lot better options, zendesk for one.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

4/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Joshua Mikula

Great product with decent customer support.

2018-08-23

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!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Pearl Sevilleno

3 out of 5

2019-04-11

There are issues when it comes to ticket sharing but if I am going to compare this with zendesk, FD far more superior

Pros

I guess what I like most about Freshdesk is the customer support hotline. They are always available, never have I ever been put on hold for a ridiculous amount of time, Have never experienced rude customer service and have never experienced an agent not getting back to me

Cons

I don't like it's inefficiency when it comes to communications between different departments inside the company. How our company operates is that we have agents who answers the calls from our external clients and they need to reach out to different departments for assistance and then afterwards, they need to get back to the client. In short, we heavily rely on ticket sharing features because of this. One inefficient scenario is that when someone from a different department needs to send a ticket to another department, they still need to make sure that the ticket is internally shared with them. since the ticket is shared, they have to check in with each other before making updates on the ticket (like closing the ticket for example). This causes double handling on the their part to be honest.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Jennifer Paldino

Very difficult to configure, limited features

2018-11-27

I wish I had stayed with Zendesk, but it's too late in the season to switch back.

Pros

It WAS relatively inexpensive, but adding features that we need, is costing a lot of additional money per month.

Cons

Very hard, if not impossible, to customize, limited customer support, lacks a lot of integrations that are available with competitor zendesk. Many of our useful apps, do not work in the new "Mint" edition.

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

2/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Steve Jovanelly

Solid alternative to ZenDesk

2017-08-28

Pros

Many of the same features as ZenDesk. Lots of pricing options to fit different needs.

Cons

Included chat has many limitations, some features/functions are harder to configure, phone connection is costly.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Anonymous
(E-Learning company, 1-10 employees)

As an entrepreneur, FreshDesk is my choice and highly recommended

2018-11-16

The overall experience is super from both software perspective and also support perspective.

Pros

I have been using FreshDesk since a while and it has a lot of features to fulfill my requirements, but what is mostly superb is the support, they are awsome...

Cons

I may need to make a comparison with ZenDesk and other platforms to know if there is any cons in FreshDesk...

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
miguel payares

FreshDesk Get's the Job Done

2018-09-20

FreshDesk was very similar to ZenDesk so the learning curve was pretty easy.

Pros

FreshDesk had this migration tool from ZenDesk to FreshDesk.

Cons

Compare to ZenDesk that only had one article which described step by step of what needs to occur.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Colin Walker

Solid alternative to other costlier support platforms

2017-06-07

Pros

Initially, we evaluated Freshdesk and Zendesk. We had heard a lot about ZenDesk, but as a startup, we didn't like the cost impact of using that platform.

Cons

We're having some issues with the knowledge base UI. We selected and customized a design template from the provided library, however, the content display width is too narrow. I think it would make more sense to provide more flexibility around how CSS templates are configured in the UI.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
mustapha Maalej

Great support tool with a lot of integration

2017-04-14

We have used Freshdesk after trying Zendesk. Great tool with awesome support.

Pros

Great Support. Great functionnalities

Cons

Reporting could be better

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Kevin Belcher

Not so fresh..

2018-09-13

Pros

Great tool for managing customer inquiries and complaints for several types of businesses. Integrations are plentiful.

Cons

Set-up was not too informative and even after navigating the platform for quite some time, did not feel as if everything made sense. Zendesk was much easier to set up and implement.

Rating breakdown

Value for money
Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Software Advice
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Joshua Casper

Freshdesk Review

2018-12-21

Overall, it is a great product for the cost!

Pros

This software package is a great alternative to higher cost products like ZenDesk. It comes with some great features, allows you to do multiple things with multiple products, and is very cost friendly.

Cons

The folks that develope FreshDesk aren't the easiest to work with. They are very good at coming up with new products but they don't seem to want to improve current offerings. They do not accept ideas very well and it's almost impossible to get feature requests completed.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Kevin Whelan

Zendesk still leads the way

2018-08-01

Pros

Nice UX that makes customer support seem effortless. Ton of feature and plug-ins to use with it on your e-commerce platform.

Cons

Spent 30 min trying to figure out how to set a "We received your message" automatic email response. Zendesk on-boarding a lot more user friendly!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Other

Likelihood to recommend

7/10
Source: Software Advice
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Anonymous
Implementation Specialist and Support Lead (Philanthropy company, 1-10 employees)
Verified Reviewer

Easy to setup and administer, offers basically the same features as other leaders in the market

2017-12-21

we've been impressed by the amount of features offered (even though we aren't using many of them).

Pros

We are using the free edition and are very satisfied; some of the feature comparisons done found that it offers most, if not all, of the features of Zendesk but for a lower price point.

Rating breakdown

Value for money
Ease of use
Features

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: GetApp
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more

Everything you need to know

Zendesk is a help desk-support software solution, whereas Freshdesk is a customer-support platform. Both tools offer customer service support and have their own strengths and weaknesses. However, it may not be immediately clear to you which of the two tools would be more suitable for your small business.

Below, we stack up the core features of Zendesk and Freshdesk and compare them to help you choose the right tool to fulfill your customer service needs.

Live Chat: Zendesk allows automatic chat routing to active agents, adding tags to chats to give context to conversations and creating a daily or weekly schedule for the chat widget. Zendesk lets users trigger messages based on customer behavior and share pre-chat surveys. Zendesk also has offline forms to prioritize high-value customers, and you can share files, screenshots, product guides, and GIFs with customers.

Freshdesk's built-in messenger allows users to assign chats to agents or groups, convert conversations to new tickets or append them to existing ones, and add context to conversations for better support. Users can trigger targeted messages, send real-time responses, and more.

Knowledge base: Zendesk's knowledge base, Zendesk Guide, allows for article creation (with a WYSIWYG editor) and organizes them into categories and sections. You can also add lists and labels, archive, and set access rights to the content.

Freshdesk lets users curate support content and add attachments using the rich text editor, optimize content using meta information, and maintain separate knowledge bases for agents and customers. It allows users to convert agent responses to solution articles, to improve content using analytics, and to translate articles.

Multi-channel management: Zendesk Support acts as a central ticketing system allowing agents to switch between chats, phone calls, emails, or social media from a single help desk interface. Other features include web widgets, pre-defined ticket responses, and customer search history.

Freshdesk's multichannel helpdesk allows agents to switch between phone calls, chats, and emails within the helpdesk, access conversation history from a single customer database, and convert conversations to tickets. Users can also integrate Facebook and Twitter accounts with the helpdesk to address customer queries.

Reporting and analytics: Zendesk contains a powerful reporting module that analyzes data on tickets, agent performance, channels, and customer satisfaction. Most of these reports are fairly dynamic, meaning you can use filters and responsive dashboards to manipulate data and make new discoveries. The Zendesk Benchmark module lets you compare your team and your customers to industry and global benchmarks.

Freshdesk's offers many reporting features which are accessible depending on the plan you've signed up for. The features include reports on agent performance, group performance, time sheet summary, volume trends, ticket lifestyle and many more. Depending on your payment plan, FreshDesk updates the reports on a timescale ranging from every 24 hours (in the “Sprout” plan) to every 30 minutes (the “Forest” plan).

Integrations: Zendesk integrates with over 700 apps, including analytics and reporting, CRM, IT and project management, collaboration, and survey tools. Freshdesk integrates with about 300 apps, for collaboration, analytics, time tracking, CRM, and other tasks.

To learn more, check out recent GetApp user reviews to compare their opinions and ratings of both tools. Do not hesitate to click on the “Visit Website” button to access a free demo or trial immediately.