Zendesk vs Freshservice Comparison Chart

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

Jordan Drake

Good, but room for improvement

2018-10-03

We switched from Freshservice over from Zendesk. We were pleased that there wasn't much, if anything, that we gave up when switching over from a paid Zendesk account to a Free Freshservice account.

Pros

Easy to use Free version gives you plenty when you're a small team AD integration for Computers and Software

Cons

Dashboard could be more detailed Setup takes some time

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more
Sujith Sadesh

Easy to use and very much organized in all sections

2018-04-03

Pros

Its flexibility and customization. Freshservice has helped to track and record our Customer queries and incidents. We are able to filter and generate reports in a customized manner,

Cons

Need to introduce live chat support like how Zendesk does. This will help customers solve their problems instantly.

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
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more
Rich Kreuzburg

Simple to use and has all the features you actually need.

2018-10-09

I keep trying to find a reason to switch to Zendesk because of the possibilities with their integrations but keep abandoning the trial.

Pros

Great all around alternative to Zendesk. Doesn't nickel and dime you to have basic features.

Cons

List of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it.

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
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more
Anonymous
(Internet company, 51-200 employees)

Very easy to integrate with

2018-03-28

Other teams within the business have chosen to use the tool as well so its now a business application rather than service desk only

Pros

Ease of use ITSM functionality in a modern environment which isnt targeted to huge corporations and doesn't cost the earth Support team reply very quickly - this is far better than Zednesk

Cons

I wish the UI had a tab functionality within (like what zendesk does) to make it easy to look at multiple tickets

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
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more
Anonymous
(Religious Institutions company, 201-500 employees)

Lacks the ease of use and features for it to truly be a Helpdesk/ITAM.

2018-06-20

Pros

Customer Service is very responsive, especially to development works and new feature requests. ITAM software has enough features for it help manage inventory and assets.

Cons

Lack of integration with Zendesk and other helpdesk softwares discourages users from only using a certain part of the Freshservice solution (i.e. only as ITAM or only as Helpdesk).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more
Dave Parkinson

Feature packed ITSM which has room for improvement.

2018-03-12

Moving from a shared mailbox it has been a lot easier to manage incoming incidents and track who is working on which ticket. Being an ITIL based ITSM we can now properly track system changes and gain approval across the business based on our business processes.

Pros

Branding - nice branding options and easy to use giving full access to CSS / HTML although not as easy to manipulate as ZenDesk. Self Service Portal - We haven't rolled this out to end users yet but the portal is easy to use and with the branding options can be customised.

Cons

SLA breaches - compared to ZenDesk it isn't as easy to see when a ticket is due to breach SLA.

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
Freshservice Reviews
Freshservice
A complete IT service management (ITSM) tool for business
Read more