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Zoho Desk vs Freshchat Comparison (2026)
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Good recommendations?
Overview
Use Zoho Desk to automate ticket management by setting service levels, creating escalation rules & workflows, setting up notifications and more. This brings email, social media, live chat, phone calls, and web forms together. Our free plan gives you 3 users free to head start your operations.
Freshchat is a modern messaging software built for sales and customer engagement teams to talk to prospects and customers on the website, mobile app, or social
- 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
No videos yet
Pricing
User reviews
4.5
2.2K
5
4
3
2
1
1.3K
765
121
13
8
- Value for money
- Ease of use
- Features
- Customer support
79%
would recommend this app4.2
178
5
4
3
2
1
81
71
16
4
6
- Value for money
- Ease of use
- Features
- Customer support
72%
would recommend this appPros
“The software provides helpful features for ticket management, reporting, and improving overall team productivity. Although occasional bugs or technical issues may occur, regular updates and improvements help enhance performance and service efficiency.”
MZ
Muhammad Z.
Talent Acquisition Officer
“It has simplified tracking hydraulic service requests, follow-ups, and client history significantly in comparison to having multiple email threads running throughout the day.”
DM
David M.
Technical Support Engineer
“The platform was practical for tracking customer requests and technical issues in one place and in office we can follow the process.”
EÇ
Eren Ç.
Architectural specialist
Pros
“It integrates smoothly with Freshdesk, allowing support teams to manage conversations and follow-up actions without disrupting their existing workflow.”
PH
Prasad H.
Data Engineer
“Freshchat gives supervisors a clear picture of ongoing conversations, making it easier to monitor workloads and ensure customers aren’t waiting too long for responses.”
SB
Shaunak B.
Sr analyst
“We centralized all customer communication for our e-commerce operation across 6 countries on Freshchat. When it went down for 13 days, we had no fallback.”
Mohd A.
Founder
Cons
“Some users can also experience occasional bugs, delayed notifications, or limited customization in certain areas, which can affect support efficiency.”
MZ
Muhammad Z.
Talent Acquisition Officer
“Users often report that setting up complex features like Blueprints (workflow automation) requires significant trial and error.”
Mustafa A.
Director
“When I first started using Zoho desk I was impressed but after further usage, I began to feel let down by the load times and the lack of features when it comes to reporting and usage on mobile devices”
DT
Daniel T.
IT Engineer
Cons
“While the platform offers useful AI capabilities, some features occasionally fall short of evolving industry standards, and customer support responsiveness can be inconsistent at times.”
SS
Srithika S.
Senior Product Designer
“Personally, I did not find the UI/UX very intuitive, as it felt quite minimal and lacked adequate support for our team to easily access and view all the required data in one place.”
AW
Atiradh W.
Chief Technology Officer
“Considering the cost, the feature set feels quite basic and doesn't significantly improve day-to-day efficiency or simplify workflows.”
VJ
Vishnu J.
Software Engineer
- Vendor responds to reviews
- Last reviewa month ago
- Vendor responds to reviews
- Last review23 days ago
Key features
- Total features166
- @mentions
- AI Copilot
- AI/Machine Learning
- API
- Access Controls/Permissions
- Account Management
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Assignment Management
- Audit Trail
- Augmented Analytics
- Automated Responses
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- Batch Communications
- Billing & Invoicing
- CRM
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Canned Responses
- Case Management
- Catalog Management
- Chat/Messaging
- Chatbot
- Churn Management
- Client Portal
- Code-free Development
- Collaboration Tools
- Communication Management
- Computer Telephony Integration
- Configurable Workflow
- Contact Database
- Content Management
- Contextual Guidance
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Portal
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customer Surveys
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions/Forums
- Document Management
- Document Storage
- Drag & Drop
- Email Alerts
- Email Management
- Email Templates
- Employee Activity Monitoring
- Event Triggered Actions
- Feedback Management
- File Sharing
- File Transfer
- For Insurance Industry
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Help Desk Management
- IVR
- Inbound Call Center
- Inbox Management
- Intent Recognition
- Interaction Tracking
- Interactive Content
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Language Detection
- Lead Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple User Accounts
- Natural Language Processing
- Negative Feedback Management
- Offline Form
- On-Demand Communications
- Onboarding
- One-to-One Messaging
- Online Forums
- Outbound Call Center
- Performance Management
- Performance Metrics
- Personalization
- Pre-Configured Bot
- Pre-built Templates
- Predictive Analytics
- Prioritization
- Proactive Chat
- Project Management
- Projections
- Quality Assurance
- Query Suggestions
- Queue Management
- Quotes/Estimates
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Real-time Conversations
- Recurring Issues
- Remote Access/Control
- Remote Support
- Reporting & Statistics
- Reporting/Analytics
- Response Management
- Rich Text Editor
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SEO Management
- SMS Messaging
- SSL Security
- Sales Pipeline Management
- Search
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service Level Agreement (SLA) Management
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Template Management
- Templates
- Text Analysis
- Text Editing
- Third-Party Integrations
- Ticket Management
- Time Zone Tracking
- Transcripts/Chat History
- Transfers/Routing
- Usage Tracking/Analytics
- User Management
- Video Support
- VoIP Connection
- Website Integration
- Widgets
- Workflow Automation
- Workflow Configuration
- Workflow Management
- Total features65
- @mentions
- AI Copilot
- AI/Machine Learning
- API
- Access Controls/Permissions
- Account Management
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Assignment Management
- Audit Trail
- Augmented Analytics
- Automated Responses
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- Batch Communications
- Billing & Invoicing
- CRM
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Canned Responses
- Case Management
- Catalog Management
- Chat/Messaging
- Chatbot
- Churn Management
- Client Portal
- Code-free Development
- Collaboration Tools
- Communication Management
- Computer Telephony Integration
- Configurable Workflow
- Contact Database
- Content Management
- Contextual Guidance
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Portal
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customer Surveys
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions/Forums
- Document Management
- Document Storage
- Drag & Drop
- Email Alerts
- Email Management
- Email Templates
- Employee Activity Monitoring
- Event Triggered Actions
- Feedback Management
- File Sharing
- File Transfer
- For Insurance Industry
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Help Desk Management
- IVR
- Inbound Call Center
- Inbox Management
- Intent Recognition
- Interaction Tracking
- Interactive Content
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Language Detection
- Lead Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple User Accounts
- Natural Language Processing
- Negative Feedback Management
- Offline Form
- On-Demand Communications
- Onboarding
- One-to-One Messaging
- Online Forums
- Outbound Call Center
- Performance Management
- Performance Metrics
- Personalization
- Pre-Configured Bot
- Pre-built Templates
- Predictive Analytics
- Prioritization
- Proactive Chat
- Project Management
- Projections
- Quality Assurance
- Query Suggestions
- Queue Management
- Quotes/Estimates
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Real-time Conversations
- Recurring Issues
- Remote Access/Control
- Remote Support
- Reporting & Statistics
- Reporting/Analytics
- Response Management
- Rich Text Editor
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SEO Management
- SMS Messaging
- SSL Security
- Sales Pipeline Management
- Search
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service Level Agreement (SLA) Management
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Template Management
- Templates
- Text Analysis
- Text Editing
- Third-Party Integrations
- Ticket Management
- Time Zone Tracking
- Transcripts/Chat History
- Transfers/Routing
- Usage Tracking/Analytics
- User Management
- Video Support
- VoIP Connection
- Website Integration
- Widgets
- Workflow Automation
- Workflow Configuration
- Workflow Management
Integrations
- Total integrations74
- 3CX
- Action1
- Aircall
- Amazon Connect
- Bigin by Zoho CRM
- Bird
- Botpress
- Calendly
- CallGear
- Chatbase
- Claude
- Claude Code
- ClickUp
- Delphi AI
- Discord
- Freshcaller
- Freshdesk
- Freshsales
- Google Authenticator
- Gupshup
- HubSpot Marketing Hub
- HubSpot Sales Hub
- JIRA Service Management
- Jira
- Jotform
- JustCall
- Keka
- Klaviyo
- Landingi
- Linear
- Lovable
- Meta for Business
- Microsoft Entra ID
- Microsoft Outlook
- Microsoft Power Automate
- Microsoft Power BI
- Microsoft Project Server Subscription Edition
- Microsoft Teams
- PA Server Monitor
- Permit To Work
- Pipedrive
- QuickBooks Online
- Rezdy
- RingEX
- Ringotel
- SAP Business One
- Sage 100
- Service Fusion
- Shopify
- Shopify Plus
- Slack
- Stripe
- TeamViewer ONE
- TickTick
- Tidy
- Trello
- Twilio
- Upscope
- Wix
- WooCommerce
- Wrike
- Xentral Software
- Zadarma
- Zapier
- Zendesk Suite
- Zluri
- Zoho Assist
- Zoho Books
- Zoho BugTracker
- Zoho CRM
- Zoho Cliq
- Zoho Creator
- Zoho Directory
- Zoho FSM
- Zoho Flow
- Zoho Forms
- Zoho Invoice
- Zoho Mail
- Zoho People
- Zoho Projects
- Zoho SalesIQ
- Zoho Social
- Zoho Sprints
- Zoho Survey
- Zoho Voice
- Zoho WorkDrive
- Zoom Phone
- sipgate
- Total integrations17
- 3CX
- Action1
- Aircall
- Amazon Connect
- Bigin by Zoho CRM
- Bird
- Botpress
- Calendly
- CallGear
- Chatbase
- Claude
- Claude Code
- ClickUp
- Delphi AI
- Discord
- Freshcaller
- Freshdesk
- Freshsales
- Google Authenticator
- Gupshup
- HubSpot Marketing Hub
- HubSpot Sales Hub
- JIRA Service Management
- Jira
- Jotform
- JustCall
- Keka
- Klaviyo
- Landingi
- Linear
- Lovable
- Meta for Business
- Microsoft Entra ID
- Microsoft Outlook
- Microsoft Power Automate
- Microsoft Power BI
- Microsoft Project Server Subscription Edition
- Microsoft Teams
- PA Server Monitor
- Permit To Work
- Pipedrive
- QuickBooks Online
- Rezdy
- RingEX
- Ringotel
- SAP Business One
- Sage 100
- Service Fusion
- Shopify
- Shopify Plus
- Slack
- Stripe
- TeamViewer ONE
- TickTick
- Tidy
- Trello
- Twilio
- Upscope
- Wix
- WooCommerce
- Wrike
- Xentral Software
- Zadarma
- Zapier
- Zendesk Suite
- Zluri
- Zoho Assist
- Zoho Books
- Zoho BugTracker
- Zoho CRM
- Zoho Cliq
- Zoho Creator
- Zoho Directory
- Zoho FSM
- Zoho Flow
- Zoho Forms
- Zoho Invoice
- Zoho Mail
- Zoho People
- Zoho Projects
- Zoho SalesIQ
- Zoho Social
- Zoho Sprints
- Zoho Survey
- Zoho Voice
- Zoho WorkDrive
- Zoom Phone
- sipgate
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