Zendesk Suite vs Freshservice

Freshdesk

Zoho Desk

Intercom

ServiceNow

ManageEngine ServiceDesk Plus

ServiceNow Customer Service Management

Compare Zendesk Suite and Freshservice based on features, pricing, verified reviews, integrations & more on GetApp. Find out which software is best for your business in 2026.

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

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. 

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 various app integrations.

Account Alerts

Account Management

Activity Dashboard

Activity Tracking

AI Copilot

Alerts/Escalation

Alerts/Notifications

Analytics

Archiving & Retention

Asset Tracking

Assignment Management

Audit Trail

Automated Responses

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 Portal

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

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

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

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.

Information Technology Support Specialist

The only minor dislike us that when the client your chatting with goes offline your messages or conversation gets erased.

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

Zendesk Suite screenshot: Organize your tickets by grouping them into lists with the Views feature. Create pre-defined default views, shared views for your team, and personal views custom to the agent.

Zendesk Suite screenshot: Keep a pulse on agent performance with easy to view and navigate dashboards

Zendesk Suite screenshot: Get a better sense of how you're doing with visibility on ticket volume, agent performance, and other key support metrics.

Zendesk Suite screenshot: Streamline your ticket volume by directing tickets to the agent that's best equipped to resolve them.

Zendesk Suite screenshot: Contextual workplaces give agents the right tools they need based on the ticket they're solving - such as apps and customer info.

Zendesk Suite screenshot: Easily collaborate with other teams to get involved in solving customer questions.

Freelancers

Large Enterprises

Mid Size Business

Non Profit

Public Administrations

Small Business

ServiceNow Customer Service Management (CSM) is a comprehensive product designed simplify and improve the customer service experience. With CSM, companies can streamline their processes, automate their workflows, and provide self-service options for customers to engage on their channel of choice.

ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to  automate & manage numerous IT enterprise services. ServiceNow can be used for cloud & virtualization lifecycle management, change orchestration, infrastructure discovery & IT governance.

ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to manage and troubleshoot IT requests

Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change, release, and knowledge management tools.

Zendesk Suite vs Freshservice Comparison (2026)

Zendesk Suite

Freshservice

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