Freshdesk vs Zendesk
Overview
Freshdesk
The help desk platforms for IT support and ITIL management had already hit the market of business software. Freshservice turns out to be a good option if you are looking for produc...tive IT support with a ticketing system. This help desk offers a handful of advanced tools for handling multiple channels, automate workflows, prevent damages, and analyze problems in any corporate scenario.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Zendesk
Zendesk is the industry-leading customer service solution that equips you to deliver quality customer service. It covers nearly every business aspect: from managing help desk to th...e IT service with ITSM best practices. Its varied functionality comes in a product line: Zendesk for sales, Zendesk for service, and Sunshine Platform.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Pricing
Freshdesk
- Freshdesk Sprout $0
- Freshdesk Blossom $15
- Freshdesk Estate $49
- Freshdesk Forest $79
- Free trial not available
Zendesk
- Zendesk Team $19
- Zendesk Professional $49
- Zendesk Enterprise $99
—
- Free trial not available
Feature comparison
Freshdesk
8.4/10
- Add reminders on to-dos
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Canned forms
- Contextual Workspaces
- Custom & Group Views
- Dynamic content
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Macros
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Personal canned responses
- Private Comments within tickets
- Restricted conversation views
- Session replay
- Shared canned responses
- Skills-based routing
- Summary app
- Tags
- To-dos
- Traffic cop
- Email scheduling
- Essentials Card
- Guided Mode
- Interaction History (Ticket activities)
- Light Agents
10/10
- Collaboration
- Contextual collaboration with Freshconnect
- Linked tickets
- Parent-child ticketing
7.5/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer 360
- Customer journey
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Customer segments
- Group contacts by organization
- Identify contacts using external ID
- Organization profiles
- Customer Lists
- Device data log
- Net Promoter Score® Surveys (Feedback)
- Satisfaction Prediction
8.9/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
- Time-based Rules
- Time-triggered automations
- Workflow automations
9.2/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
- Premium Sandbox
8/10
- Auto-suggest Solutions
- Form templates
- Multiple SLA Policies
- Task Management
- Approval Workflows
10/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
7.5/10
- Community forums
- Internal Help Center
- Knowledge base
- Rich text Help Center articles
- SEO
- Unlimited data
- Help Center insights
- Related articles
9.3/10
- API rate limit
- Cloud telephony integration app
- Email integration with Outlook
- Gamification
- Google Apps (G Suite)
- HubSpot Integration
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Custom objects
8/10
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Analytics
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Overview dashboard
- Performance distribution
- Save reports
- Schedule Data Export
- Schedule Reports
- Support Performance dashboards
- Team Dashboards
- Ticket drill down in reports
- Ticket lifecycle report
- Ticket volume trends
- Custom Reports
- Manager Dashboard (The Headquarters)
- User-specific reporting
- Zendesk Benchmark
6.7/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Custom email servers
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Log in with Google
- Network access restriction (IP Whitelisting)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- SSL encryption
- Agent device management
- Automatic redaction
- Business rules analysis
- Content Delivery Network
- Disaster recovery
- Email compliance archive
- Guaranteed availability SLA (1 Hour Support SLA)
- PCI compliance (Level 1)
- Two-Factor Authentication
8.5/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Support Bot
- Twitter
- Web Widget
- Guidance Program
- Professional Services
10/10
- Annotated image attachments
- Assume identity
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Sort ticket conversations
- Spam filtering
- Split tickets
- Support workflow
- Ticket export
- Ticket templates
- Time tracking
- Undo send
- Watch tickets
9/10
- Announcements
- Automatic sitemap generation
- Backup
- Community forums
- Facebook in-sync app
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Date comparisons
0/10
- Problem Management
Zendesk
6.6/10
- Add reminders on to-dos
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Canned forms
- Contextual Workspaces
- Custom & Group Views
- Dynamic content
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Macros
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Personal canned responses
- Private Comments within tickets
- Restricted conversation views
- Session replay
- Shared canned responses
- Skills-based routing
- Summary app
- Tags
- To-dos
- Traffic cop
- Email scheduling
- Essentials Card
- Guided Mode
- Interaction History (Ticket activities)
- Light Agents
2.5/10
- Collaboration
- Contextual collaboration with Freshconnect
- Linked tickets
- Parent-child ticketing
8.8/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer 360
- Customer journey
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Customer segments
- Group contacts by organization
- Identify contacts using external ID
- Organization profiles
- Customer Lists
- Device data log
- Net Promoter Score® Surveys (Feedback)
- Satisfaction Prediction
8.9/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
- Time-based Rules
- Time-triggered automations
- Workflow automations
9.2/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
- Premium Sandbox
6/10
- Auto-suggest Solutions
- Form templates
- Multiple SLA Policies
- Task Management
- Approval Workflows
5.7/10
- Branding removal (email)
- Branding removal (Help Center)
- Complete portal customization
- CSS customization
- Custom domain mapping
- FreshThemes gallery
- Public portal customization
8.8/10
- Community forums
- Internal Help Center
- Knowledge base
- Rich text Help Center articles
- SEO
- Unlimited data
- Help Center insights
- Related articles
10/10
- API rate limit
- Cloud telephony integration app
- Email integration with Outlook
- Gamification
- Google Apps (G Suite)
- HubSpot Integration
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Custom objects
10/10
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Analytics
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Overview dashboard
- Performance distribution
- Save reports
- Schedule Data Export
- Schedule Reports
- Support Performance dashboards
- Team Dashboards
- Ticket drill down in reports
- Ticket lifecycle report
- Ticket volume trends
- Custom Reports
- Manager Dashboard (The Headquarters)
- User-specific reporting
- Zendesk Benchmark
9.3/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Custom email servers
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Log in with Google
- Network access restriction (IP Whitelisting)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- SSL encryption
- Agent device management
- Automatic redaction
- Business rules analysis
- Content Delivery Network
- Disaster recovery
- Email compliance archive
- Guaranteed availability SLA (1 Hour Support SLA)
- PCI compliance (Level 1)
- Two-Factor Authentication
9.2/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Live chat
- Multibrand Support
- Phone Support (in English)
- SDK
- Support Bot
- Twitter
- Web Widget
- Guidance Program
- Professional Services
6/10
- Annotated image attachments
- Assume identity
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Sort ticket conversations
- Spam filtering
- Split tickets
- Support workflow
- Ticket export
- Ticket templates
- Time tracking
- Undo send
- Watch tickets
8/10
- Announcements
- Automatic sitemap generation
- Backup
- Community forums
- Facebook in-sync app
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Date comparisons
10/10
- Problem Management
Reviews
Freshdesk
4 of 5 March 28, 2019
The call center integrated with Freshdesk works great - the call is turned into a ticket right away after the agent has finished a conv...
4 of 5 March 28, 2019
Freshdesk delivers lots of useful options. To be more precise, it enables dealing with multiple customers at the same time without any ...
5 of 5 March 18, 2019
The fast and quality service become an obligation if you want to retain a customer. How to handle multiple tickets? The answer is in he...
Zendesk
5 of 5 April 29, 2019
The key goals to deliver fast and quality responses to ticket and communicate on multiple channels are smoothly fulfilled with Zendesk....
4 of 5 April 24, 2019
Zendesk proved to be efficient in a quick issue resolution on multiple channels on time. The collaboration features enhanced and improv...
5 of 5 April 16, 2019
Zendesk provides a comprehensible UI and a lot of useful capabilities. It is worth to mention the outstanding features of customer sati...