| Product | Rating | Most Used By | Product Summary | Starting Price |
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 Freshservice | Score8.8 out of 10 | N/A | Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide. | $29 per month per agent |
 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 |
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| Entry-level Setup Fee | No setup fee | Optional | ||||||||||||||
| Additional Details | Discount available for annual billing. | 20% discount available with annual pricing. | ||||||||||||||
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| Considered Both Products | Chose Freshservice Freshservice has a clean fresh interface and covers all the functionality we need without being prohibitively expensive. Other tools match features and functionality but Freshservice also has sister applications like Freshdesk which we also use. Freshdesk we use for customer … Invited by TrustRadius (TR) on Vendor's Behalf A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info Chose Freshservice 1. Cost - I have always had the best cost provided by Freshservice as compared to others 2. Functionality - far more functionality is provided by Freshservice 3. ITIL enabled ITSM tool with better support for different ITIL modules Invited by TrustRadius (TR) on Vendor's Behalf A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info Chose Freshservice We moved from a legacy version of Trackit and there really is no comparison. Freshservice is head & shoulders above Trackit. When we decided to switch from Trackit, we initially decided on Zendesk, but ran into some issues with their contract team. They were difficult to work … Invited by TrustRadius (TR) on Vendor's Behalf A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info Chose Freshservice Freshservice to us was a clear winner, for its simple GUI, simple setup and configuration and support, pre and post go live. Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Freshservice Freshservice is very easy to set up and manage. Expect to be up and running answering ticket within the hour. Invited by the Vendor A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Freshservice We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. … Invited by the Vendor A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Freshservice Zendesk - Costly with less features Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info | Chose Zendesk Suite I started in the company with Zendesk Support Suite already, so experience with it was an easy learning curve. Freshservice is just as good as well. The GUI interface is friendly to look at and easy on the eyes. When you're in support and [staring] at the screen all day, … Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Zendesk Suite We moved from Freshservice to Zendesk due to a larger group in Tech wanting to integrate better with Jira. This imposed a significantly higher monthly cost. While it worked well for the teams using Jira, it was a steep cost increase for the HD Group. Once the larger teams … Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info |
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| Freshservice | Zendesk Suite | |
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| Likelihood to Recommend | 8.5 | 9.0 |
| Likelihood to Renew | 8.7 | 10.0 |
| Usability | 9.5 | 8.9 |
| Availability | 9.0 | 8.6 |
| Performance | 7.8 | 8.0 |
| Support Rating | 8.3 | 5.5 |
| In-Person Training | 7.3 | 10.0 |
| Online Training | 7.2 | 7.9 |
| Implementation Rating | 9.1 | 9.0 |
| Configurability | 7.9 | 9.3 |
| Contract Terms and Pricing Model | 7.8 | - |
| Ease of integration | 6.4 | - |
| Product Scalability | 8.1 | - |
| Professional Services | 8.6 | - |
| Vendor post-sale | 8.3 | - |
| Vendor pre-sale | 7.0 | - |
