Freshchat vs. Zendesk Suite

Freshchat

92 Reviews and Ratings

Zendesk Suite

1,015 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Freshchat	Score8.8 out of 10	N/A	A solution to engage customers with smarter conversations on any channel, designed so support, marketing, sales, and even bots to have conversations at scale with customers.	$0 per month free for up to 10 agents
Zendesk Suite	Score8.8 out of 10	N/A	Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.	$69 per month per agent

Pricing

Freshchat

Zendesk Suite

Growth: $19
per month (billed annually) per agent
Pro: $49
per month (billed annually) per agent
Enterprise: $79
per month (billed annually) per agent

Suite Team: $69
per month per agent
Suite Growth: $115
per month per agent
Suite Professional: $149
per month per agent
Suite Enterprise: Contact Sales

Pricing Offerings
Freshchat	Zendesk Suite
Free Trial
Yes	Yes
Free/Freemium Version
Yes	No
Premium Consulting/Integration Services
Yes	Yes

Optional

Optional

—

20% discount available with annual pricing.

Community Pulse
Key User Insights
	Freshchat	Zendesk Suite
Considered Both Products	Freshworks Inc Ikbal Ahmed Operations Analyst in Customer Service at Mama money (Financial Services, 51-200 employees) Chose Freshchat Freshchat stands out as a strong live chat and messaging solution, especially for live customer support. Compared to Zendesk Explore, which is a tool specifically designed for analytics and reporting. Freshchat is designed for instant communication with customers, making it a … Incentivized Helpful? Jitesh Dugar Product Manager in Product Management at Drivezy (formerly JustRide) (Transportation/Trucking/Railroad, 51-200 employees) Chose Freshchat We have used Intercom. The terms used within Intercom were quite complex and the knowledge curve was not very smooth. Incentivized Helpful? Bharath Raguraja Senior Software Developer in Information Technology at Sandeza.ai (Computer Software, 11-50 employees) Chose Freshchat It's easy for chat communication and creating conversations for e-commerce support. Incentivized Helpful?	Zendesk Bharath Raguraja Senior Software Developer in Information Technology at Sandeza.ai (Computer Software, 11-50 employees) Chose Zendesk Suite We Initially started working the Zendesk Suite and it is more easier to understand all the functionalities and workflows. It is more secured and well managed platform Incentivized Helpful?
	Would buy again
	No answers on this topic	No answers on this topic
	Delivers good value for the price
	No answers on this topic	No answers on this topic
	Happy with the feature set
	No answers on this topic	No answers on this topic
	Lived up to sales and marketing promises
	No answers on this topic	No answers on this topic
	Implementation went as expected
No answers on this topic	No answers on this topic

Features

Freshchat

Zendesk Suite

Comparison of Chat Analytics and Reports features of Freshchat and Zendesk Suite
Feature	Freshchat 6.5 10 Ratings	Zendesk Suite - Ratings
Chat history and transcripts	7.010 Ratings	00 Ratings
Chat reporting	6.210 Ratings	00 Ratings
Chat and web analytics	6.39 Ratings	00 Ratings

Comparison of Incident and problem management features of Freshchat and Zendesk Suite
Feature	Freshchat - Ratings	Zendesk Suite 8.8 154 Ratings
Organize and prioritize service tickets	00 Ratings	9.1153 Ratings
Expert directory	00 Ratings	8.3102 Ratings
Subscription-based notifications	00 Ratings	8.6106 Ratings
ITSM collaboration and documentation	00 Ratings	8.5104 Ratings
Ticket creation and submission	00 Ratings	9.3153 Ratings
Ticket response	00 Ratings	9.3152 Ratings

Comparison of Self Help Community features of Freshchat and Zendesk Suite
Feature	Freshchat - Ratings	Zendesk Suite 8.5 139 Ratings
External knowledge base	00 Ratings	8.5133 Ratings
Internal knowledge base	00 Ratings	8.5127 Ratings

Comparison of Multi-Channel Help features of Freshchat and Zendesk Suite
Feature	Freshchat - Ratings	Zendesk Suite 9.0 150 Ratings
Customer portal	00 Ratings	9.2121 Ratings
IVR	00 Ratings	8.659 Ratings
Social integration	00 Ratings	8.697 Ratings
Email support	00 Ratings	9.4147 Ratings
Help Desk CRM integration	00 Ratings	9.2112 Ratings

User Ratings
	Freshchat	Zendesk Suite
Likelihood to Recommend	8.1 (34 ratings)	9.0 (192 ratings)
Likelihood to Renew	8.2 (3 ratings)	10.0 (43 ratings)
Usability	7.0 (10 ratings)	8.9 (65 ratings)
Availability	7.3 (1 ratings)	8.6 (13 ratings)
Performance	7.3 (1 ratings)	8.0 (10 ratings)
Support Rating	6.4 (3 ratings)	5.5 (31 ratings)
In-Person Training	- (0 ratings)	10.0 (1 ratings)
Online Training	- (0 ratings)	7.9 (9 ratings)
Implementation Rating	7.3 (2 ratings)	9.0 (18 ratings)
Configurability	4.5 (1 ratings)	9.3 (3 ratings)
Contract Terms and Pricing Model	4.5 (1 ratings)	- (0 ratings)
Ease of integration	7.3 (1 ratings)	- (0 ratings)
Product Scalability	4.5 (1 ratings)	- (0 ratings)
Professional Services	4.5 (1 ratings)	- (0 ratings)
Vendor post-sale	8.2 (1 ratings)	- (0 ratings)
Vendor pre-sale	8.2 (1 ratings)	- (0 ratings)