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Zoho Desk vs Freshservice Comparison (2026)
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Good recommendations?
Zoho Desk
4.5
(2.2K)5
1.3K
4
765
3
121
2
13
1
8
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Freshservice
4.5
(805)5
496
4
268
3
32
2
7
1
2
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
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.
Freshservice offers complete ITSM workflow automation with best-in-class ticketing, powerful CMDB, Service Catlog, KnowledgeBase & more for your Service Desk.
- 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
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 app4.5
805
5
4
3
2
1
496
268
32
7
2
- Value for money
- Ease of use
- Features
- Customer support
84%
would recommend this appPros
“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
“I like the ticketing system in Zoho Desk, which allows me to easily track and prioritize client IT problems and keep them organized on one place through email and chat.”
RB
Rian B.
Technical Support Specialist
Pros
“The biggest value for us has been the flexibility of the ticketing system, the reporting capabilities, and the ability to centralize multiple operational functions into one platform.”
EG
Erin G.
Director of IT
“It provides a solid set of features that support IT service management and helps streamline operations. While there is still room to improve our understanding of all its capabilities, it has been an effective tool in supporting our day-to-day processes”
MN
Marcela N.
Service Analatycx
“We use Freshservice not only for incident and service request management but also for workflow automation and integrations with Active Directory and other internal systems.”
DB
Denis B.
IT Service Manager
Cons
“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
“There are also quite a few features missing from their reporting and analytics, as well as leaving much to be desired in how notifications are disbursed”
Greg R.
Customer Success Manager
Cons
“We’ve also experienced issues with integrations and workflows, including Slack form auto-fill problems, limited SLA dashboard widgets, and bugs within the onboarding journey process that have slowed adoption.”
EG
Erin G.
Director of IT
“The CMDB functionality had several issues, and the overall Freshservice UI can be difficult to navigate. While the ticketing features are simple and user-friendly, other modules do not feel as intuitive or streamlined.”
RA
Rajesh A.
Project manager
“The text editor can sometimes feel clunky or inconsistent when trying to align images, adjust fonts, or maintain clean styling across different articles.”
JK
Justin K.
Director Of Support and Data Center Operations
- Vendor responds to reviews
- Last reviewa month ago
- Vendor responds to reviews
- Last review14 days ago
Key features
- Total features166
- @mentions
- AI Copilot
- AI Summarization
- API
- Access Controls/Permissions
- Account Management
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Approval Process Control
- Approval Workflow
- Asset Discovery
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Discovery
- Automated Responses
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- Barcode/Ticket Scanning
- Batch Communications
- Billing & Invoicing
- Budget Tracking
- Build Automation
- Business Impact Analysis
- Buy Side (Suppliers)
- CMDB
- CRM
- Calendar Management
- 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
- Change Management
- Change Planning
- Change Tracking
- Chat/Messaging
- Chatbot
- Churn Management
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Completion Tracking
- Compliance Management
- Compliance Tracking
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Database
- Content Management
- Contract Drafting
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- 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
- Data Visualization
- Decision Support
- Device Auto Discovery
- Disaster Recovery
- Discussions/Forums
- Document Automation
- Document Management
- Document Storage
- Documentation Management
- Drag & Drop
- Drag & Drop Editor
- Electronic Signature
- Email Alerts
- Email Management
- Email Templates
- Employee Onboarding
- Event Logs
- Event Triggered Actions
- Feedback Management
- File Sharing
- For IT Project Management
- For Insurance Industry
- Forecasting
- Forms Management
- Full Text Search
- Gamification
- HR Management
- Help Desk Management
- IT Asset Management
- IT Asset Tracking
- IT Incident Management
- IT Reporting
- IVR
- Inbound Call Center
- Inbox Management
- Incident Management
- Incident Reporting
- Incident Response Checklists
- Interaction Tracking
- Interactive Content
- Inventory Auditing
- Inventory Management
- Inventory Optimization
- Inventory Tracking
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Library
- Knowledge Management
- Lead Management
- License Inventory
- License Management
- License Tracking
- Live Chat
- Macros/Templated Responses
- Maintenance Management
- Maintenance Scheduling
- Manual Dialer
- Mobile Access
- Mobile Alerts
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multi-Location
- Multiple User Accounts
- Negative Feedback Management
- Offline Form
- On Call Scheduling
- On-Demand Communications
- Onboarding
- Online Forums
- Order Management
- Outbound Call Center
- Password Management
- Patch Management
- Percent-Complete Tracking
- Performance Management
- Performance Metrics
- Performance Monitoring
- Personalization
- Policy Management
- Pre-built Templates
- Predictive Analytics
- Prioritization
- Proactive Chat
- Problem Management
- Procurement Management
- Product Identification
- Project Management
- Project Tracking
- Projections
- Purchase Order Management
- Quality Assurance
- 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
- Recurring Issues
- Relationship Mapping
- Release Management
- Remote Access/Control
- Remote Monitoring & Management
- Remote Update/Installation
- Renewal Management
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Requirements Management
- Requisition Management
- Resource Management
- Response Management
- Rich Text Editor
- Risk Analysis
- Risk Assessment
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SEO Management
- SMS Messaging
- SSL Security
- Sales Pipeline Management
- Scheduled/Automated Reports
- Scheduling
- Search
- Search/Filter
- Secure Data Storage
- Security Tools
- Self Service Portal
- Sell Side (Customers)
- Sentiment Analysis
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Service Request Management
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Status Tracking
- Summary Reports
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Task Progress Tracking
- Template Management
- Templates
- Text Analysis
- Text Editing
- Third-Party Integrations
- Ticket Management
- Transcripts/Chat History
- Transfers/Routing
- Usage Tracking/Analytics
- User Management
- Video Support
- VoIP Connection
- Website Integration
- Widgets
- Workflow Configuration
- Workflow Management
- Total features180
- @mentions
- AI Copilot
- AI Summarization
- API
- Access Controls/Permissions
- Account Management
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Approval Process Control
- Approval Workflow
- Asset Discovery
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Discovery
- Automated Responses
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- Barcode/Ticket Scanning
- Batch Communications
- Billing & Invoicing
- Budget Tracking
- Build Automation
- Business Impact Analysis
- Buy Side (Suppliers)
- CMDB
- CRM
- Calendar Management
- 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
- Change Management
- Change Planning
- Change Tracking
- Chat/Messaging
- Chatbot
- Churn Management
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Completion Tracking
- Compliance Management
- Compliance Tracking
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Database
- Content Management
- Contract Drafting
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- 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
- Data Visualization
- Decision Support
- Device Auto Discovery
- Disaster Recovery
- Discussions/Forums
- Document Automation
- Document Management
- Document Storage
- Documentation Management
- Drag & Drop
- Drag & Drop Editor
- Electronic Signature
- Email Alerts
- Email Management
- Email Templates
- Employee Onboarding
- Event Logs
- Event Triggered Actions
- Feedback Management
- File Sharing
- For IT Project Management
- For Insurance Industry
- Forecasting
- Forms Management
- Full Text Search
- Gamification
- HR Management
- Help Desk Management
- IT Asset Management
- IT Asset Tracking
- IT Incident Management
- IT Reporting
- IVR
- Inbound Call Center
- Inbox Management
- Incident Management
- Incident Reporting
- Incident Response Checklists
- Interaction Tracking
- Interactive Content
- Inventory Auditing
- Inventory Management
- Inventory Optimization
- Inventory Tracking
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Library
- Knowledge Management
- Lead Management
- License Inventory
- License Management
- License Tracking
- Live Chat
- Macros/Templated Responses
- Maintenance Management
- Maintenance Scheduling
- Manual Dialer
- Mobile Access
- Mobile Alerts
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multi-Location
- Multiple User Accounts
- Negative Feedback Management
- Offline Form
- On Call Scheduling
- On-Demand Communications
- Onboarding
- Online Forums
- Order Management
- Outbound Call Center
- Password Management
- Patch Management
- Percent-Complete Tracking
- Performance Management
- Performance Metrics
- Performance Monitoring
- Personalization
- Policy Management
- Pre-built Templates
- Predictive Analytics
- Prioritization
- Proactive Chat
- Problem Management
- Procurement Management
- Product Identification
- Project Management
- Project Tracking
- Projections
- Purchase Order Management
- Quality Assurance
- 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
- Recurring Issues
- Relationship Mapping
- Release Management
- Remote Access/Control
- Remote Monitoring & Management
- Remote Update/Installation
- Renewal Management
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Requirements Management
- Requisition Management
- Resource Management
- Response Management
- Rich Text Editor
- Risk Analysis
- Risk Assessment
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SEO Management
- SMS Messaging
- SSL Security
- Sales Pipeline Management
- Scheduled/Automated Reports
- Scheduling
- Search
- Search/Filter
- Secure Data Storage
- Security Tools
- Self Service Portal
- Sell Side (Customers)
- Sentiment Analysis
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Service Request Management
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Status Tracking
- Summary Reports
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Task Progress Tracking
- Template Management
- Templates
- Text Analysis
- Text Editing
- Third-Party Integrations
- Ticket Management
- Transcripts/Chat History
- Transfers/Routing
- Usage Tracking/Analytics
- User Management
- Video Support
- VoIP Connection
- Website Integration
- Widgets
- Workflow Configuration
- Workflow Management
Integrations
- Total integrations77
- 3CX
- ADP Workforce Now
- AWS Lambda
- Action1
- Aircall
- Amazon Connect
- Amazon Redshift
- Azure DevOps Server
- BambooHR
- BigQuery
- Bigin by Zoho CRM
- Botpress
- Box
- CallGear
- ChatGPT
- Chatbase
- Claude
- Claude Code
- ClickUp
- Copper
- Delphi AI
- Discord
- Docusign
- Dropbox
- Dynamics 365
- FreshBooks
- Freshchat
- Freshdesk
- Freshsales
- FullContact
- GitHub
- GitLab
- Google Analytics 360
- Google Authenticator
- Google Calendar
- Google Contacts
- Google Workspace
- Greenhouse
- Gupshup
- Harvest
- HubSpot CRM
- HubSpot Marketing Hub
- HubSpot Sales Hub
- JIRA Service Management
- Jira
- Jotform
- JustCall
- Keka
- Linear
- LogMeIn Rescue
- Lovable
- ManageEngine Endpoint Central
- ManageEngine ServiceDesk Plus
- Microsoft 365
- Microsoft Azure
- Microsoft Entra ID
- Microsoft Outlook
- Microsoft Power Automate
- Microsoft Power BI
- Microsoft Project Server Subscription Edition
- Microsoft Teams
- Microsoft Viva Engage
- Netskope One Platform
- OneLogin
- OpsGenie
- Oracle PeopleSoft
- PA Server Monitor
- PagerDuty
- Permit To Work
- Personio
- Pipedrive
- Pivotal Tracker
- QuickBooks Online
- QuickBooks Online Advanced
- Rezdy
- RingEX
- Ringotel
- Rocketlane
- SAP Business One
- SAP SuccessFactors HCM
- Sage 100
- Salesforce Sales Cloud
- Service Fusion
- ServiceNow
- Shopify
- Shopify Plus
- Slack
- Smartsheet
- Snowflake
- SurveyMonkey
- TeamViewer ONE
- TickTick
- Tidy
- Trello
- TrueCommerce PIM
- Twilio
- Wix
- WooCommerce
- Workable
- Workday HCM
- WorkflowMax
- Wrike
- Xentral Software
- Zabbix
- Zadarma
- Zapier
- Zight
- 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
- miniOrange
- monday AI Work Platform
- sipgate
- Total integrations65
- 3CX
- ADP Workforce Now
- AWS Lambda
- Action1
- Aircall
- Amazon Connect
- Amazon Redshift
- Azure DevOps Server
- BambooHR
- BigQuery
- Bigin by Zoho CRM
- Botpress
- Box
- CallGear
- ChatGPT
- Chatbase
- Claude
- Claude Code
- ClickUp
- Copper
- Delphi AI
- Discord
- Docusign
- Dropbox
- Dynamics 365
- FreshBooks
- Freshchat
- Freshdesk
- Freshsales
- FullContact
- GitHub
- GitLab
- Google Analytics 360
- Google Authenticator
- Google Calendar
- Google Contacts
- Google Workspace
- Greenhouse
- Gupshup
- Harvest
- HubSpot CRM
- HubSpot Marketing Hub
- HubSpot Sales Hub
- JIRA Service Management
- Jira
- Jotform
- JustCall
- Keka
- Linear
- LogMeIn Rescue
- Lovable
- ManageEngine Endpoint Central
- ManageEngine ServiceDesk Plus
- Microsoft 365
- Microsoft Azure
- Microsoft Entra ID
- Microsoft Outlook
- Microsoft Power Automate
- Microsoft Power BI
- Microsoft Project Server Subscription Edition
- Microsoft Teams
- Microsoft Viva Engage
- Netskope One Platform
- OneLogin
- OpsGenie
- Oracle PeopleSoft
- PA Server Monitor
- PagerDuty
- Permit To Work
- Personio
- Pipedrive
- Pivotal Tracker
- QuickBooks Online
- QuickBooks Online Advanced
- Rezdy
- RingEX
- Ringotel
- Rocketlane
- SAP Business One
- SAP SuccessFactors HCM
- Sage 100
- Salesforce Sales Cloud
- Service Fusion
- ServiceNow
- Shopify
- Shopify Plus
- Slack
- Smartsheet
- Snowflake
- SurveyMonkey
- TeamViewer ONE
- TickTick
- Tidy
- Trello
- TrueCommerce PIM
- Twilio
- Wix
- WooCommerce
- Workable
- Workday HCM
- WorkflowMax
- Wrike
- Xentral Software
- Zabbix
- Zadarma
- Zapier
- Zight
- 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
- miniOrange
- monday AI Work Platform
- sipgate
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