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Good recommendations?
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.
Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.
Starting from
14
/user
Per month
Starting from
15
/user
Per month
Pros
Pros
Cons
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Christian C.
Used daily for less than 6 months
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Integration with other Zoho products, easy migration from my Freshdesk account. All information came across
Lots of options, so there is a learning curve, but once you master it, the product is great. Menu is a bit confusing
Verified reviewer
Education Management, 501-1,000 employees
Used daily for less than 6 months
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EVERY THING INTEGRATES and Customer support was a HUGE SURPRISE! Even while still in the free trial answers were VERY FAST and always resolved the problems 100%, VERY IMPRESSED.
Since it does so much, there is a higher learning curve than simpler sytems with less rescources. Comparing to freshdesk and Mojohelp desk I really don´t see anything to critisize, its less expensive than Freshdesk and does TONS more that Mojehelp desk.
Emmanuel M M.
11-50 employees
Used daily for less than 6 months
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Enough to work
Not too much clutter. Everything is well, almost well it should be. Between Freshdesk and Zendesk, Zoho wins . By Far
The admin dashboard is always black and like death, sucks the life out of the working spirit. They need to be a little life in this, make me want to wake up and do this.
Verified reviewer
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Affordable help desk solution, decent features and good Zoho CRM intergration. Easy to use once you get the hang of it.
Features need to be improved, vis a vis top competitors like Zendesk and Freshdesk. Customer support also needs to be improved.
Balaji T.
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Far too many option, much simpler when we start using. Far better than Freshdesk and Zendesk. Love to explore more
No pros were added to this review
No cons were added to this review
Philype B.
Used daily for less than 6 months
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One of my favourite things about Freshdesk is that it just works - you don't have to be trained in using the ticketing system. Everything's very intuitive.
it was really easy to improve our self-service experience across multiple products, with Zoho Desk. I didn't have to jump around to 30 different places to set it up, it was all right there in one place.
Kathy A.
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Great compatibility with Zoho CRM, all the functionality we were looking for. Compared to FreshDesk and Zendesk. We are happy with how it is functioning for us.
No pros were added to this review
No cons were added to this review
Eesha B.
Internet, 1-10 employees
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It has alot of features to offer. Telephony integration is one good option as I can. Also the Chat, email and many other features.
Alot of features that it offers however a little complicated interface. Please make it more user friendly. The Dashboard of Zendesk & FreshDesk is a bit easier. maximum telephony integrations are not available in India.
Sanjeev K.
Legal Services, 51-200 employees
Used daily for less than 6 months
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my entire support function is robust and responsive now.
We at setindiabiz has been using freshdesk for quite a long time, however since we are deploying zoho for all process, after the launch of zoho desk we moved our support functions to them. We are enjoying the ease of doing work and seamless integration with zoho crm. I strongly recommend this product.
I am expecting better customer care, at least they must revert when they say will come back with the resolution.
zohair a.
Financial Services, 11-50 employees
Used daily for less than 6 months
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The software has most of the features our company is asking for. The thing we miss is to customize the layout and color and logo of the helpdesk portal. We also miss the feature to add custom apps and api's to this helpdesk
- A lot of great and useful features - Dashboards are really nice - User portal is easy to customize and looks really nice.
- No customizing of the layout of the helpdesk like the color and logo. - Maybe you could change the way of creating supervisor rules. Now I first have to create a field change, then I have to create a warning and after that, I can create a supervisor or macro rule. Freshdesk is a good example of creating supervisor rules easily
Verified reviewer
Computer Software, 11-50 employees
Used other for 6-12 months
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I no longer use this desk. It has a huge learning curve, especially if you're used to Zendesk or Freshdesk. Of course, it's ok once you finally get the gist of it down, but I rely on analytics to be accurate always. I do really like Zoho Invoice. That is easy to use and it gives you a discounted PayPal fee when you are paid via PayPal.
When the analytics worked, they were pretty cool because they updated the ticket count in real time. I also like Zoho Invoices...not sure if that counts for this. Their support, while not always helpful, was easily reached in live chat.
I really didn't like anything about using this desk. It is not intuitive, the sorting of tickets into different groups, types etc is painfully difficult...( you can check out their support comments on it), it's hard to organize so if you're a desk that gets a large number of tickets on a regular basis, this is not going to work for you. The analytics are often wrong because they stop working half the time and when you look at the responses in a ticket, it does not separate the agent response from the customer. So if you have a customer that continuously updates the ticket...it looks like you can't get the issue resolved. The only reason why I used it was because it was my clients desk of choosing.
Ana A.
Banking, 10,001+ employees
Used daily for 1-2 years
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We looked at a few others (Salesforce, FreshDesk, and others) and were surprised by many of the features. There were many Zoho branded products and services available that seemed to work well during testing. The interface and mobile apps were fairly intuitive and we were able to get a fully functional demo up and running in a matter of hours without much trouble. We evaluated it with other software at the same time, so let's compare how long it took us to get it up and running and use it functionally with other systems.
The initial setup wizard worked smoothly. Navigation through the configuration menus is simple and intuitive. The customer access portal home page is in place and ready for further customization of content. A clean design that displays the functions that are needed at this time.
The initial 14-day trial period is fine for "getting started", but trying to juggle a new set of desktop services and day-to-day work seems to work against the clock. A 30 to 45-day trial period would be excellent, as it allows you to become so familiar with the software that you are more willing to use it.
Vicky L.
Computer Software, 11-50 employees
Used daily for less than 6 months
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Up and running in no time. We're happy we made the move from Zoho Desk to FreshDesk.
How easy it is to train staff and start using it. We were up and running within a day for most of our support staff. The customer service both phone and email are excellent. Probably one of the fastest and most helpful customer service I have encountered for a cloud-based system thus far. I almost always get through to somebody right away who can help me. It's also great that they have a number of integrations included in most of their plans.
The navigation is a bit odd at times. While it is simple, some functions such as adding new contacts or companies from tickets should be easier. Also, would be best if it would be possible to remove the "check ticket" button from the included knowledge base if we don't give customers access to tickets. Creates a number of questions otherwise.
Andrew L.
Mechanical or Industrial Engineering, 1-10 employees
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Fresh desk gives you a great opportunity to make the most of your time away from your desk. Go freshdesk.
I don’t have anything negative to say about fresh desk and I really love fresh desk it’s a great app
sudheer b.
Information Technology and Services, 201-500 employees
Used daily for 1-2 years
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Its helped us interacting with customers
We have been using fresh desk from a few years excellent support from technical team
Expecting more products from fresh desk
Kamna K.
Consumer Electronics, 51-200 employees
Used daily for less than 6 months
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I'm happy! So far, so good.
It's the industry standard for most e-commerce companies in India today. My favourite thing is the super prompt and super helpful customer support over chat and email. The Shopify integration is extremely useful for daily support interactions. I also love that they have a Klipfolio integration. It's extremely insightful!
Pricing could be better. Ability to create custom reports down to pivot styling is lacking. We would also like advanced reporting tools to measure NPR using Shopify customer data. We've gone through Zendesk and Zoho Desk and by far Freshdesk has proven to be pretty good, but it's quite expensive too.
Gururaj D.
Information Technology and Services, 1,001-5,000 employees
Used daily for 1-2 years
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-User friendly tool to use. -Easy to track all the tickets assigned to different groups -Great Reporting feature and representation of the data.
There are no Cons about the Fresh desk software
Beverly A.
Management Consulting, 1-10 employees
Used daily for 1-2 years
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It provides 24/7 customer support thus increasing customer satisfaction.
It is simple to communicate and engage with our customers in multiple communication channels via live chat,calls,emails and SMS using Freshdesk.It streamlines and automates customer service workflows.It handles and responds to our customers enquiries faster.
I lack anything to complain about this Help Desk tool.
Alex c.
Government Administration, 1,001-5,000 employees
Used daily for less than 6 months
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A significantly improved ITSM for our service desk operations. A pleasurable implementation with a knowledgeable and effective onboarding team. Has transformed our service desk!
We are developing further integrations and have not identified any limitations to date.
Verified reviewer
Packaging and Containers, 11-50 employees
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Great experience. Loved using this and would definitely use it again
I loved using Fresh Desk. It was so easy to process and keep track of help desk tickets. I only used the free version but it worked well enough for me. I like that you can integrate social media with Fresh Desk.
I have seen multiple tickets open for one case and it is hard to merge them but this is not that big of a deal. I also think their reports could be better
Mallikarjuna D.
Information Technology and Services, 10,001+ employees
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I would strongly recommend small scale enterprises to make us this software in their business to interact with customers
Fresh desk software is a one of the cloud based help desk software which helps to small scale businesses to build relationships with their costumers
Fresh desk held helps enterprise business to collaborate relationships with their customers across globe
Paul M.
Human Resources, 1-10 employees
Used daily for less than 6 months
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I use it for sending newsletters and also promoting my business through campaigning and creating customer chat room
It has an application which fits on a mobile and of different versions and works as that one of the desktop.
Fresh desk is a home for customer care and also patient support.
Rasmus K.
Internet, 11-50 employees
Used daily for less than 6 months
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An over all very good service desk.
Lost of features and ways to manage support tickets
The vast amount of features and functionality, does also make the settings and setup in Freshdesk complex... there is room to simplify more.
Rajyashree K.
Accounting, 1-10 employees
Used daily for 1-2 years
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The experience is good with fresh desk.
It is very easy to raise the complaints and get it resolved sooner for customer satisfaction. It is easy to track the details entered in it.
While logging in I always had tough time with captchas and also it used to get logged out fast.
Debbie T.
Business Supplies and Equipment, 201-500 employees
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I use it to respond to inquiries
Fresh desk has quality audio output and input.
Chatting information can be recorded and kept for future
Sairoop Das S.
Information Technology and Services, 5,001-10,000 employees
Used daily for 1-2 years
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User friendly, easy to access, love to use fresh desk better then the outlook. Easy accessible good reporting features. Great feature to analyze satisfaction survey.
I do not see any cons till now about fresh desk software.
Harsha H.
Computer Software, 51-200 employees
Used weekly for less than 6 months
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In the world of 25+ help desk softwares with new ones coming out every 6 months Fresh Desk is a sane choice to go with. Its grown from just a help desk to offering so many products in one package that its hard not to use it.
The pricing doesn't scale well like your supporting needs and that's the only thing that's wrong with freshdesk.
Brandon S.
501-1,000 employees
Used weekly for 2+ years
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Easy to use help desk and ticketing software.
The free plan allows you to create and setup a beautiful help desk and easily integrate into your own website or service.
Sometimes can have too many options and make it a little difficult to categorize tickets and requests that come from customers.
Verified reviewer
Education Management, 51-200 employees
Used daily for less than 6 months
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Overall the help desk features was good for me and it was working as expected. Its cost effective and flexible solution.
I used this tool for setting up help desk. Its easy to deploy and quick to set up help desk. Overall its great tool with some support issues.
Support system needs to be improved. A simple request ticket takes lots of time to resolve. I kept waiting for one week for a simple deployment issue.
Steve B.
Information Technology and Services, 1-10 employees
Used daily for 2+ years
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Always great.
Customizable and scalable. They understand the Help Desk world.
It’s a daunting problem to solve, so the setup can be lengthy. I cannot criticize their approach, it’s simply a LARGE application.
Bradley R.
Construction, 11-50 employees
Used daily for 6-12 months
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My overall experience was fresh desk has been pretty great I went from making $70,000 a year to $120,000 a year just the first year I had fresh desk. Fresh this year help me straighten up my business and keep everything organized I wouldn't want to have a business now without first disc I've brought my friends to fresh desk I know there's three of my friends that run their business that has bought fresh disc so try.
I thought I was running a very impressive business in my construction but after I was introduced to fresh desk thank God that I was that was able to fix the errors of things that I had going on that I couldn't understand why things were the way they were with something that helped my customers understand what's going on what's needed fresh desk is there for you and with any business first desk will improve the professionalism I can only say thank you fresh desk. I highly recommend it fresh desk is great.
The one thing I like least about fresh disc is the fact that I didn't know nothing about it when I first started in my business I missed out on so many products and so many jobs and could have had more people working for me if I knew how to schedule how to keep everybody business where I knew I sent them so there's nothing that I don't like about first disc except I didn't know it sooner. Try it highly recommended improve your business make that money.
Doug B.
Real Estate, 501-1,000 employees
Used daily for 6-12 months
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Fresh Desk was fairly easy to set up and start using. Little training was needed for our end users to begin using which gave Fresh Desk an high-value rating.
In my opinion, the software was a bit elementary in design both in function and look-and-feel. Also from the standpoint of the helpdesk provider, it was time-consuming to use.
Gbadebo B.
Marketing and Advertising, 1-10 employees
Used daily for 2+ years
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My experience with fresh desk has always been amazing
It help in making customer communication and interaction simple
Little bugs on the app and It kind of expensive
Chris V.
Utilities, 1-10 employees
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