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Freshservice vs. Zendesk Suite

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Freshservice

268 Reviews and Ratings

Zendesk Suite

1,015 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Freshservice

    Score8.8 out of 10
    		N/AFreshservice 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/AZendesk 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
    FreshserviceZendesk Suite
    Editions & Modules
    Starter
    $29.00
    per month per agent
    Growth
    $59.00
    per month per agent
    Pro
    $119.00
    per month per agent
    Enterprise
    Custom
    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
    Offerings
    Pricing Offerings
    FreshserviceZendesk Suite
    Free Trial
    YesYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    YesYes
    Entry-level Setup FeeNo setup feeOptional
    Additional DetailsDiscount available for annual billing.20% discount available with annual pricing.
    More Pricing Information
    Features
    FreshserviceZendesk Suite
    Incident and problem management
    Comparison of Incident and problem management features of Freshservice and Zendesk Suite
    Feature
    Freshservice
    8.2
    142 Ratings
    Zendesk Suite
    8.8
    154 Ratings
    Organize and prioritize service tickets9.1142 Ratings9.2153 Ratings
    Expert directory8.3100 Ratings8.3102 Ratings
    Service restoration8.485 Ratings00 Ratings
    Self-service tools8.1126 Ratings00 Ratings
    Subscription-based notifications7.9103 Ratings8.6106 Ratings
    ITSM collaboration and documentation7.6117 Ratings8.5104 Ratings
    ITSM reports and dashboards8.1122 Ratings00 Ratings
    Ticket creation and submission00 Ratings9.3153 Ratings
    Ticket response00 Ratings9.3152 Ratings
    ITSM asset management
    Comparison of ITSM asset management features of Freshservice and Zendesk Suite
    Feature
    Freshservice
    7.7
    114 Ratings
    Zendesk Suite
    -
    Ratings
    Configuration mangement7.4106 Ratings00 Ratings
    Asset management dashboard7.5111 Ratings00 Ratings
    Policy and contract enforcement8.278 Ratings00 Ratings
    Change management
    Comparison of Change management features of Freshservice and Zendesk Suite
    Feature
    Freshservice
    8.0
    109 Ratings
    Zendesk Suite
    -
    Ratings
    Change requests repository7.7103 Ratings00 Ratings
    Change calendar7.887 Ratings00 Ratings
    Service-level management8.4102 Ratings00 Ratings
    Self Help Community
    Comparison of Self Help Community features of Freshservice and Zendesk Suite
    Feature
    Freshservice
    -
    Ratings
    Zendesk Suite
    8.5
    139 Ratings
    External knowledge base00 Ratings8.5133 Ratings
    Internal knowledge base00 Ratings8.5127 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Freshservice and Zendesk Suite
    Feature
    Freshservice
    -
    Ratings
    Zendesk Suite
    9.0
    150 Ratings
    Customer portal00 Ratings9.2121 Ratings
    IVR00 Ratings8.659 Ratings
    Social integration00 Ratings8.597 Ratings
    Email support00 Ratings9.4147 Ratings
    Help Desk CRM integration00 Ratings9.2112 Ratings
    User Ratings
    FreshserviceZendesk Suite
    Likelihood to Recommend
    8.5
    (143 ratings)
    9.0
    (192 ratings)
    Likelihood to Renew
    8.7
    (7 ratings)
    10.0
    (43 ratings)
    Usability
    9.5
    (13 ratings)
    8.9
    (65 ratings)
    Availability
    9.0
    (5 ratings)
    8.6
    (13 ratings)
    Performance
    7.8
    (6 ratings)
    8.0
    (10 ratings)
    Support Rating
    8.3
    (107 ratings)
    5.5
    (31 ratings)
    In-Person Training
    7.3
    (1 ratings)
    10.0
    (1 ratings)
    Online Training
    7.2
    (3 ratings)
    7.9
    (9 ratings)
    Implementation Rating
    9.1
    (8 ratings)
    9.0
    (18 ratings)
    Configurability
    7.9
    (5 ratings)
    9.3
    (3 ratings)
    Contract Terms and Pricing Model
    7.8
    (3 ratings)
    -
    (0 ratings)
    Ease of integration
    6.4
    (7 ratings)
    -
    (0 ratings)
    Product Scalability
    8.1
    (6 ratings)
    -
    (0 ratings)
    Professional Services
    8.6
    (4 ratings)
    -
    (0 ratings)
    Vendor post-sale
    8.3
    (4 ratings)
    -
    (0 ratings)
    Vendor pre-sale
    7.0
    (5 ratings)
    -
    (0 ratings)