Freshdesk vs. Zendesk Suite

Freshdesk

569 Reviews and Ratings

Zendesk Suite

1,015 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Freshdesk	Score8.7 out of 10	N/A	Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…	$0 Up to 2 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

Freshdesk

Zendesk Suite

Free: $0
Up to 2 agents
Growth: $15
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
Freshdesk	Zendesk Suite
Free Trial
Yes	Yes
Free/Freemium Version
Yes	No
Premium Consulting/Integration Services
Yes	Yes

No setup fee

Optional

—

20% discount available with annual pricing.

Community Pulse
Key User Insights
	Freshdesk	Zendesk Suite
Considered Both Products	Freshworks Inc Grietz Rosell Senior Business Analyst in Product Management at Smartsourcing (Outsourcing/Offshoring, 201-500 employees) Chose Freshdesk Freshdesk stacks up against Zoho Desk, Zendesk Support Suite, and Freshservice in terms of accurate time tracking, pricing, ease of use, and app integration. Zoho Desk does not support real-time tracking and is not very user-friendly, though it works well with knowledge base … Incentivized Helpful? Verified User Chose Freshdesk Freshdesk was the easiest to set up and was the most straightforward product of all the products we evaluated. It had a better user interface for agents, and provided a great solution to meet our needs at a lower cost than the other products that we evaluated. Freshdesk offers … Incentivized Helpful? Verified User Chose Freshdesk Ultimately we ended up switching from Freshdesk to Zendesk, and then from zendesk to DevRev. We're still trying to find the right fit for us - Freshdesk covers the same options as Zendesk, if you use the whole suite it's probably a good option. Incentivized Helpful? Kaley White Data Analyst, Regulatory Affairs and Quality Assurance at Limbus AI (Computer Software, 11-50 employees) Chose Freshdesk My company originally selected Freshdesk due to price, but as we grew, we found it lacking compared to its more expensive counterparts. I briefly compared Zendesk to resolve our main issues with Freshdesk, but I'd spent so much time and effort customizing Freshdesk that we … Incentivized Helpful? Verified User Chose Freshdesk How do they stack up? Like apples and hand grenades, there’s no comparison. In my experience, Zendesk was a complete nightmare, between being overpriced contracts, difficult to communicate with, impossible to implement, I wouldn’t wish Zendesk on my worst enemy. Stay away! Incentivized Helpful? Nick Konen Account Executive in Sales at Cultivate (Human Resources, 51-200 employees) Chose Freshdesk Freshworks host a suite of products all on their Freshworks NEO platform. Incentivized Helpful? Verified User Chose Freshdesk We chose Freshdesk for the variety of capabilities and easy-to-use features. Jobber lacked the analytics, history, sales features, and easy-to-use options needed to grow our business. Zendesk was not user-friendly and many of the "integrations" could only be connected by people … Incentivized Helpful? James Allnutt Global Product Support Manager in Customer Service at Opus 2 International, LTD (Computer Software, 201-500 employees) Chose Freshdesk Value for Money and Ease of Use put it ahead of the competing products when making our decision. Whilst they all offer similar services, our time to implement, set-up and get the platform running the way we needed was shortest. It was also an easy to use tool for agents - … Incentivized Helpful? Verified User Chose Freshdesk Freshdesk is cheaper. Zendesk would also allow customers to close tickets on their own and it also has functionality where a few solution articles are automatically recommended to the customer based on what they wrote and that might already solve the customers' request. Incentivized Helpful? Verified User Chose Freshdesk we decided to use Freshdesk based on the fact that a sister company was also using it and recommended we use it as well Incentivized Helpful? Verified User Chose Freshdesk It is easier to start with, but less robust overall. Freshdesk has a better free tier, and had some advanced customization capabilities. Zendesk is easier to get to an advanced level with, has more and better integrations, and has a better data tool. HubSpot is comparable to … Incentivized Helpful? Verified User Chose Freshdesk Freshdesk is much more cost effective than competitors. Incentivized Helpful? Douglas Gasperi Senior System Administrator in Information Technology at KSP Systems (Information Technology & Services, 11-50 employees) Chose Freshdesk Freshdesk offers so much more support, integration and a great mobile app compared to ZenDesk. Incentivized Helpful? Verified User Chose Freshdesk We used to use Spiceworks but it was extremely clunky and not very customisable at the time. When we started looking at other options we ended up focusing on Freshdesk, Zendesk and Zoho as they seemed like the best out of all the ones we found. We eventually went with Freshdesk … Incentivized Helpful? Darryl Hadfield COO (Chief Operations Officer) in Information Technology at Mast Cell 360 (Health, Wellness and Fitness, 11-50 employees) Chose Freshdesk For the price point, FreshDesk is a great starter solution for service desk management. If you need further integration with other systems, you may quickly find yourself looking at other options, or using native tools - because FreshDesk simply doesn't have the integration … Incentivized Helpful? Lucas Geysen CEO (Chief Executive Officer) in Corporate at Ghost Recordz International Uninc. (Music, 1-10 employees) Chose Freshdesk Compared to the above alternatives, Freshdesk has proven to be easier for our organisation to use for both our colleagues and external parties. The fast and personalised support also rose above the other alternatives. Incentivized Helpful? Verified User Chose Freshdesk I did not make the decision originally on implementation however having inherited it I would choose it again, it's feature rich and cost effective with great support. Incentivized Helpful? Wim Van Aelst BPP Service Manager in Information Technology at FPS Economy (Government Administration, 1001-5000 employees) Chose Freshdesk We set up test instances of Zendesk, Zoho Desk, UVdesk, Freshdesk and trakdesk and asked our agents to evaluate the products themselves. It was very clear to all that Freshdesk was the more user-friendly, easy-to-set-up and more innovative solution. In the meantime we are very … Incentivized Helpful? Verified User Chose Freshdesk It's a matter of which one is more straightforward and beneficial for the agents. There was much more features offered with Freshdesk that could help our business flow and workflow which is why we've opted to use it for a client. There was also less cost to using it compared to … Incentivized Helpful? Verified User Chose Freshdesk We purchased both Freshsales and Fresh desk at the same time. The Freshworks products gave the best solution at the time because I believed I'd receive one-on-one support and guidance as well as get all of the features we required between the two products as well as full … Incentivized Helpful? Verified User Chose Freshdesk The decision was made before my time. I want to move to another platform ASAP. Incentivized Helpful? Per Larsen Managing Editor in Corporate at Everlearn (Information Technology & Services, 1-10 employees) Chose Freshdesk Similar, but we found Freskdesk easier to use. Maybe Zendesk has improved since we last used it. Incentivized Helpful? Verified User Chose Freshdesk Freshdesk is cheaper in cost versus Zendesk. Also, it has many features which are more advanced then Zendesk. Zendesk has many limitations, which Freshdesk overcomes and provides a better user-friendly experience. Automations are also easy and better in Freshdesk. Incentivized Helpful?	Zendesk Verified User Chose Zendesk Suite Zendesk Suite provides a unified agent workspace and advanced AI agents, flow builders, customer intent as well as triggers, automations and rules that drive efficacy unlike Freshdesk. Incentivized Helpful? Thomas Verschoren Senior Solutions Specialist in Professional Services at Premium Plus (Information Technology & Services, 11-50 employees) Chose Zendesk Suite Freshdesk lacks the integration across channels. Their chat and email experience feels disconnected. Their reporting lacks customizability and some data is just not available. For agents pulling in external information is more complex due to it's lack of fully integrated apps … Incentivized Helpful? Verified User Chose Zendesk Suite I've only used LiveAgent and Freshdesk a long time ago, but Freshdesk to me seems a bit more geared to smaller businesses. Incentivized Helpful? Taylor Chapman Founder and CEO in Corporate at Ballparc (Information Technology & Services, 1-10 employees) Chose Zendesk Suite Zendesk is more user-friendly than Salesforce Service Cloud, although Salesforce Essentials has very attractive pricing for including both the sales and service components. Freshdesk is a strong alternative, but we ended up going with Zendesk given its industry-leader status. Incentivized Helpful? Verified User Chose Zendesk Suite Zendesk is more established than these two companies and provides a more robust solution for multi-channel support. Intercom is better suited for chat support and Freshdesk doesn't offer as many features and Zendesk does. Incentivized Helpful? Nikhil George Support Manager in Customer Service at Spotlight Reporting (Computer Software, 11-50 employees) Chose Zendesk Suite We used Freshdesk when it was a relatively new product. We switched to Zendesk later to take advantage of better user management, easier interface and user experience, better reporting tools and to align ourselves with a recognised brand. We use Intercom to engage with … Incentivized Helpful? Verified User Chose Zendesk Suite Zendesk Suite seemed to have a lot more customization and flexibility. We have multiple "brands" that need to follow different flows and have different needs and Zendesk Suite allowed us to easily do that. We also had strong needs for a help center and liked how their worked … Incentivized Helpful? Verified User Chose Zendesk Suite Although Zendesk Suites has a higher value when it comes to it's pricing, Zendesk offers more features and functionality also Zendesk Suites has already established it's name and is trusted by many businesses and organizations. Other similar products maybe cheaper and simple … Incentivized Helpful? Verified User Chose Zendesk Suite The customisable reporting every time. Our leadership reply on me to run my team and want to know what customers are telling us so they can elevate our products. We have extensive custom reports that tie up all aspects of our product and customer journeys. I've not found … Incentivized Helpful? Verified User Chose Zendesk Suite Zendesk was the most organized, integrateable option between the other options I've used before. Incentivized Helpful? Rohitash Sinha Product Support Manager in Customer Service at RapidOps, Inc. (Information Technology & Services, 201-500 employees) Chose Zendesk Suite If spoken honestly Intercom is a level-par with any nearest competitor, Tools like Zendesk has to catchup with them in speed. However, there is an advantage to Zendesk with its simple and easy-to-get software which falls in every mid and small-size business pocket wherein … Incentivized Helpful? Alex Richards Chief Information Officer & Co-Founder in Information Technology at EvaluAgent® (Internet, 51-200 employees) Chose Zendesk Suite Zendesk is the industry leader in terms of the number of other platforms you can connect it with (CRM's, Customer Success Tools, Billing Tools, etc)—this makes it extremely sticky and a core part of your workflow. Zendesk also offers a variety of channels all in the one … Incentivized Helpful? Verified User Chose Zendesk Suite Zendesk has been easy to implement and evolve over time. They have launched more online Client learning sessions and occasionally offer in-person local client group sessions to aid in our learning. They offer their training modules for free. The key is we can create the needed … Incentivized Helpful? Verified User Chose Zendesk Suite Zendesk Support Suite might be pricey but the cost definitely outweighs numerous benefits. Other platforms focus solely on the customer but what our organization likes about Zendesk is that it not only aims to provide a great experience for the customer, it also keeps in view … Incentivized Helpful? Tomas Aguerrebehere Supplier Relations Manager LATAM at Expereo (Telecommunications, 201-500 employees) Chose Zendesk Suite Zendesk offers an all-in-one solution and great analytics to analyze the ticketing in the company. Zendesk seems to be more customizable than others and it seemed to be the best option for the price paid. It's secure and stable which is what we needed in the company. Incentivized Helpful? Kris Lambert Client Account Manager Mentor in Information Technology at AnswerForce (Telecommunications, 501-1000 employees) Chose Zendesk Suite Zendesk is currently on par with both of these services in that they are great ticketing software programs but are light in Contact/Sales management. The autoresponder with Zendesk is much easier to implement and customize compared to the other options. The option of the mobile … Incentivized Helpful? James Mcbride User Experience Manager in Information Technology at Clarity Voice (Telecommunications, 11-50 employees) Chose Zendesk Suite Zendesk was the best of the bunch and allowed us the best value for what we were looking for. It allowed us to import data from our other ticketing system and was very user friendly when it came to ticket and email integration. We also were able to setup on our website where … Incentivized Helpful? Debbie Marshall Operations Manager at CDSM Interactive Solutions (Computer Software, 11-50 employees) Chose Zendesk Suite Zendesk is a world recognised tool, that ITIL recommend. Easy to use format, great search tools to cross reference issues that are logged. Personalisation allows you to brand your customer facing site. Incentivized Helpful? Brendan Farrar-Foley Director of Client Engagement in Professional Services at NAWAH (North America Western Asia Holdings) (Information Technology and Services, 1-10 employees) Chose Zendesk Suite Zendesk competitors include: Microsoft Parature -- this product intreface is possibly the worst I've seen for customer service. Looks like a mid-90s enterprise application and is about as intuitive to use. We have help migrate dozens of instances away from Parature into Zendesk … Incentivized Helpful? Dane Bendixen Director of Support and Implementations in Information Technology at Property Solutions International Inc. (Human Resources, 51-200 employees) Chose Zendesk Suite Freshdesk, Sherpadesk Helpful? Chase Sheaffer Co-Founder / Devleoper of Out of Milk at Capigami, Inc (Computer Software, 1-10 employees) Chose Zendesk Suite Other platforms I have evaluated: Kayako, Fogbugz, Bugzilla, Assembla, FreshDesk. I ended up picking Zendesk for several reasons, but there was really 3 reasons why I ultimately picked them: Helpful? Verified User Chose Zendesk Suite Here are the explanations for my preference of analysis Zendesk Suite to this end: Power + Usability: Zendesk Suite has abundant omnichannel coverage, acceptable automation, and decent reporting but does not go all in to full-custom dev mode, so hangs nicely in the space of … Incentivized Helpful? 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

Freshdesk

Zendesk Suite

Comparison of Incident and problem management features of Freshdesk and Zendesk Suite
Feature	Freshdesk 8.6 174 Ratings	Zendesk Suite 8.8 154 Ratings
Organize and prioritize service tickets	9.2170 Ratings	9.2153 Ratings
Expert directory	8.0115 Ratings	8.3102 Ratings
Subscription-based notifications	8.43 Ratings	8.6106 Ratings
ITSM collaboration and documentation	7.64 Ratings	8.5104 Ratings
Ticket creation and submission	9.0170 Ratings	9.3153 Ratings
Ticket response	9.3170 Ratings	9.3152 Ratings

Comparison of Self Help Community features of Freshdesk and Zendesk Suite
Feature	Freshdesk 8.0 156 Ratings	Zendesk Suite 8.5 139 Ratings
External knowledge base	8.1142 Ratings	8.5133 Ratings
Internal knowledge base	8.0145 Ratings	8.5127 Ratings

Comparison of Multi-Channel Help features of Freshdesk and Zendesk Suite
Feature	Freshdesk 8.3 165 Ratings	Zendesk Suite 9.0 150 Ratings
Customer portal	7.5141 Ratings	9.2121 Ratings
IVR	8.251 Ratings	8.659 Ratings
Social integration	8.587 Ratings	8.597 Ratings
Email support	9.4164 Ratings	9.4147 Ratings
Help Desk CRM integration	7.8101 Ratings	9.2112 Ratings

User Ratings
	Freshdesk	Zendesk Suite
Likelihood to Recommend	8.7 (241 ratings)	9.0 (192 ratings)
Likelihood to Renew	8.0 (21 ratings)	10.0 (43 ratings)
Usability	8.0 (41 ratings)	8.9 (65 ratings)
Availability	4.6 (5 ratings)	8.6 (13 ratings)
Performance	5.5 (5 ratings)	8.0 (10 ratings)
Support Rating	7.6 (39 ratings)	5.5 (31 ratings)
In-Person Training	8.2 (1 ratings)	10.0 (1 ratings)
Online Training	8.1 (2 ratings)	7.9 (9 ratings)
Implementation Rating	8.6 (171 ratings)	9.0 (18 ratings)
Configurability	5.4 (6 ratings)	9.3 (3 ratings)
Contract Terms and Pricing Model	6.4 (4 ratings)	- (0 ratings)
Ease of integration	7.6 (5 ratings)	- (0 ratings)
Product Scalability	5.5 (5 ratings)	- (0 ratings)
Professional Services	6.4 (1 ratings)	- (0 ratings)
Vendor post-sale	6.8 (4 ratings)	- (0 ratings)
Vendor pre-sale	6.9 (4 ratings)	- (0 ratings)