Freshdesk vs. Zoho Desk

Freshdesk

569 Reviews and Ratings

Zoho Desk

134 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
Zoho Desk	Score7.8 out of 10	N/A	Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.	$9 per month per user

Pricing

Freshdesk

Zoho Desk

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

Free: $0
Express: $9
per month per user
Standard: $20
per month per user
Professional: $35
per month per user
Enterprise: $50
per month per user

Pricing Offerings
Freshdesk	Zoho Desk
Free Trial
Yes	Yes
Free/Freemium Version
Yes	Yes
Premium Consulting/Integration Services
Yes	Yes

No setup fee

Required

—

A discount is offered for yearly billing.

Community Pulse
Key User Insights
	Freshdesk	Zoho Desk
Considered Both Products	Freshworks Inc 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? 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? Kamna Karamchandani Co-Founder in Marketing at Headphone Zone (Retail, 51-200 employees) Chose Freshdesk Freshdesk is the middle of Zendesk and Zoho Desk when it comes to pricing. For us the biggest reason to switch from Zoho Desk to Freshdesk is because we wanted to consolidate our sales and support team into just one helpdesk software and we really liked the help center and … Incentivized Helpful? Verified User Chose Freshdesk It had a good set of features and tight integration with other Zoho apps, but the UI felt less modern, and some customizations were a bit clunky. That said, Zoho Desk is still a great option, especially for teams already deep into the Zoho ecosystem or those looking for a … Incentivized Helpful? Marina Torttoli Marketing Director in Marketing at Ever Indy Realty Group (Real Estate, 11-50 employees) Chose Freshdesk I use Freshdesk over other similar products I've tested because the price difference and ease of use for the end user seem to me to be the most suitable for achieving a better return on investment within my company. I also found the various AI-powered automation tools to be … Incentivized Helpful? Verified User Chose Freshdesk We felt that Freshdesk offered better value in terms of pricing and offered a matching feature set. It was also highly recommended by a member of a team that had used Freshdesk in their previous organisation. Lastly the fact that it could integrate into Hubspot (that we use as … 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 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? 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? Verified User Chose Freshdesk We are currently looking to move to other services due to the prohibitive nature of Freshdesk's licenses & the overall cost associated with it. So far, we have looked at Zoho,which currently provides similar services for a lower price. Incentivized Helpful? Aishwary Rajesh Mishra Assistant Manager in Marketing at SecureNow Tech Services Pvt. Ltd. (Insurance, 51-200 employees) Chose Freshdesk Freshdesk offers a free trial of 21 days and the onboarding is a very smooth process. It is comparatively cheaper than its competitors and the UX is far more simple than the other products in the market. Also, the customer support that we get post the purchase is brilliant and … Incentivized Helpful? Farren Mare CIO (Chief Information Officer) in Information Technology at Wamly (Human Resources, 11-50 employees) Chose Freshdesk For our use case, Freshdesk was the best option. In particular, the ability to create unlimited automation is what pushed us over the line. On top of that, the Freshdesk UI is far easier to navigate and is more responsive with lower latency. Incentivized Helpful? Partha Roy Lead Product Engineer in Engineering at Fasal - Grow More, Grow Better™ (Computer Software, 51-200 employees) Chose Freshdesk The other products in this genre has also amazing offerings and their quality is great, though we have chosen Freshdesk because of the following differentiators - Excellent onboarding, Ease of learning and Very intuitive UX Module-wise pricing and integrations between different … Incentivized Helpful? Andrew Naylor Product Specialiast in Information Technology at MiClub (Information Technology & Services, 11-50 employees) Chose Freshdesk Being an early adopter, we were able to fully test the product and could see its potential. We were at first looking for greater value and focus on smaller tech. We found that with Freshdesk and have been able to embed its use right through all the channels of our company as we … Incentivized Helpful? Elizabeth Cassidy Senior Analyst, Customer Analytics in Marketing at Alliance Data Card Services (Financial Services, 5001-10,000 employees) Chose Freshdesk Freshdesk is the best overall help desk software that facilitates stronger teamwork between various departments for quicker resolution of issues from different channels and at the same time offering state-of-the-art information security by setting up single sign on script for … Incentivized Helpful? Verified User Chose Freshdesk I feel that they can go head to head with Zendesk, which is considered to be the most popular and well known help desk software. Incentivized Helpful? Verified User Chose Freshdesk Freskdesk is the best support system, solving problems, helps connecting and bonding with the customers and gaining their trust. It collects all the tickets and queries of customers across multiple channels on a single platform makes life easier for a company. You can label … Incentivized Helpful? ayush dwivedi Program Leader in Information Technology at Kaivalya Education Foundation (Non-Profit Organization Management, 201-500 employees) Chose Freshdesk There are many limitations in both ticketing application software we want a low-cost application for a small solution here the following things By Cost: Zendesk needs basic plan cost and Zoho Desk basic version is free to use. Features: Since Zoho's provides basic free cost … Incentivized Helpful?	Zoho Verified User Chose Zoho Desk Zoho [Desk] has much more quality of the information we required for our business than Freshdesk. It was also easy to work with Zohos different modules albeit based on department specific products than it was when we used Freshdesk. The Project management module was a … Incentivized Helpful? Verified User Chose Zoho Desk The quality of support provided by Zoho Desk is brilliant. Ease of setup is a very easy process. Also it meets all the requirements that can be expected from such kind of software. Zoho Desk is a company that can be easy to do business with. It is really headed in the right … Incentivized Helpful? Verified User Chose Zoho Desk Zoho Desk is easy to set up for small business needs, and its dashboard is well-suited for our organization's needs. We are on a social network, which also helps us to get users' and applicants' queries through the social platform. Another factor to start with it is its trial … 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

Zoho Desk

Comparison of Incident and problem management features of Freshdesk and Zoho Desk
Feature	Freshdesk 8.6 174 Ratings	Zoho Desk 8.6 4 Ratings
Organize and prioritize service tickets	9.2170 Ratings	8.94 Ratings
Expert directory	8.0115 Ratings	7.93 Ratings
Subscription-based notifications	8.43 Ratings	7.93 Ratings
ITSM collaboration and documentation	7.64 Ratings	10.01 Ratings
Ticket creation and submission	9.0170 Ratings	8.54 Ratings
Ticket response	9.3170 Ratings	8.54 Ratings

Comparison of Self Help Community features of Freshdesk and Zoho Desk
Feature	Freshdesk 8.0 156 Ratings	Zoho Desk 8.9 4 Ratings
External knowledge base	8.1142 Ratings	8.94 Ratings
Internal knowledge base	8.0145 Ratings	8.94 Ratings

Comparison of Multi-Channel Help features of Freshdesk and Zoho Desk
Feature	Freshdesk 8.3 165 Ratings	Zoho Desk 7.4 4 Ratings
Customer portal	7.5141 Ratings	8.04 Ratings
IVR	8.251 Ratings	00 Ratings
Social integration	8.587 Ratings	6.02 Ratings
Email support	9.4164 Ratings	6.64 Ratings
Help Desk CRM integration	7.8101 Ratings	8.93 Ratings

User Ratings
	Freshdesk	Zoho Desk
Likelihood to Recommend	8.7 (241 ratings)	7.8 (23 ratings)
Likelihood to Renew	8.0 (21 ratings)	- (0 ratings)
Usability	8.0 (41 ratings)	9.4 (12 ratings)
Availability	4.6 (5 ratings)	- (0 ratings)
Performance	5.5 (5 ratings)	- (0 ratings)
Support Rating	7.6 (39 ratings)	8.7 (12 ratings)
In-Person Training	8.2 (1 ratings)	- (0 ratings)
Online Training	8.1 (2 ratings)	- (0 ratings)
Implementation Rating	8.6 (171 ratings)	- (0 ratings)
Configurability	5.4 (6 ratings)	- (0 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)