Zoho Desk vs Freshdesk 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

Anonymous
diretor (Education Management company, 501-1000 employees)
Verified Reviewer

Very simple and easy to use LOTS of FEATURES

2017-10-02

Pros

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.

Cons

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.

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: GetApp
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Christian Cox

Lots of options, Great Help Desk Software

2018-01-05

Pros

Integration with other Zoho products, easy migration from my Freshdesk account.

Cons

Lots of options, so there is a learning curve, but once you master it, the product is great. Menu is a bit confusing

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Anonymous
A verified reviewer
Verified Reviewer

Affordable help desk solution, decent features and good Zoho CRM intergration but needs improvement

2017-10-24

Pros

Affordable help desk solution, decent features and good Zoho CRM intergration. Easy to use once you get the hang of it.

Cons

Features need to be improved, vis a vis top competitors like Zendesk and Freshdesk. Customer support also needs to be improved.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

7/10
Source: GetApp
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Emmanuel M Mhlanga

Quite usable

2017-10-05

Enough to work

Pros

Between Freshdesk and Zendesk, Zoho wins .

Cons

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.

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
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Balaji TK

Best HelpDesk Tool

2017-04-06

Far better than Freshdesk and Zendesk.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Philype Branco

We now have a flexible support environment that fits our goals.

2017-07-18

Pros

One of my favourite things about Freshdesk is that it just works - you don't have to be trained in using the ticketing system.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Kathy Allan

Zoho Desk Review

2017-04-10

Compared to FreshDesk and Zendesk.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Eesha Berry

Its good

2017-08-28

Pros

It has alot of features to offer. Telephony integration is one good option as I can. Also the Chat, email and many other features.

Cons

The Dashboard of Zendesk & FreshDesk is a bit easier. maximum telephony integrations are not available in India.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Sanjeev Kumar

Fantastic Ticket Management & Support System

2017-12-06

my entire support function is robust and responsive now.

Pros

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.

Cons

I am expecting better customer care, at least they must revert when they say will come back with the resolution.

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
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
zohair arbib

Nice dashboards, a lot of features

2017-06-06

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

Pros

- A lot of great and useful features - Dashboards are really nice - User portal is easy to customize and looks really nice.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Anonymous
(Computer Software company, 11-50 employees)

It's not great...or even good...no don't do it...

2018-12-15

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.

Pros

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.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Other

Likelihood to recommend

1/10
Source: Capterra
Helpful?   Yes   No
Zoho Desk Reviews
Zoho Desk
Industry's first context-aware Helpdesk Software
Read more
Vicky Laughren

Simple ticketing system with nice integrations. Could improve UX but excellent customer service.

2017-08-16

We're happy we made the move from Zoho Desk to FreshDesk.

Pros

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.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more
Kamna Karamchandani

#1 in Helpdesk Software 2018

2018-09-17

I'm happy! So far, so good.

Pros

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!

Cons

We've gone through Zendesk and Zoho Desk and by far Freshdesk has proven to be pretty good, but it's quite expensive too.

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
Freshdesk Reviews
Freshdesk
Online Customer Support Software & Helpdesk Solution
Read more