Freshservice vs Zendesk vs Help Scout
Overview
Freshservice
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
Help Scout
Help Scout is a cloud-like customer service platform being able to scale its toolset for businesses of any range and field. What makes it different from the systems on the market i...s no ticketing or portals for managing customer requests. Help Scout is built in an alternative way - as a shared mailbox that enables providing your customer service in the most human-like manner. However, it but doesn’t forget about your business management needs as well.
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
Freshservice
- Freshservice Blossom $19
- Freshservice Garden $49
- Freshservice Estate $95
- Freshservice Forest $119
- Free trial not available
Zendesk
- Zendesk Team $19
- Zendesk Professional $49
- Zendesk Enterprise $99
—
- Free trial not available
Help Scout
- Help Scout Standard $25
- Help Scout Plus $50
- Help Scout Company $65
—
- Free trial not available
Feature comparison
Freshservice
6.1/10
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Custom & Group Views
- Dynamic content
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Personal canned responses
- Private Comments within tickets
- Shared canned responses
- Tags
- Traffic cop
- Contextual Workspaces
- Email scheduling
- Essentials Card
- Guided Mode
- Interaction History (Ticket activities)
- Light Agents
- Macros
- Restricted conversation views
- Skills-based routing
- Email signatures
- Responsive, mobile-friendly Help Center
6.7/10
- Linked tickets
- Parent-child ticketing
- Collaboration
10/10
- Asset Relationship Mapping
- ITSM Process Integration
4.7/10
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Contact Form
- Customer journey
- Customer Lists
- Device data log
- Identify contacts using external ID
- Net Promoter Score® Surveys (Feedback)
- Satisfaction Prediction
- Customer 360
8.9/10
- 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
- Auto reply
6.7/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Multiple Ticket Forms
- Premium Sandbox
- SLA reporting
- Ticket sharing
8.6/10
- Approval Workflows
- Auto-suggest Solutions
- Customize Incident Lifecycle
- Multiple SLA Policies
- Service Catalog
- Task Management
- Form templates
10/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
10/10
- Change Management
- Problem Management
- Release Management
8/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
5.6/10
- Community forums
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- Help Center insights
- Internal Help Center
- SEO
- 301 Redirection
8/10
- API rate limit
- Cloud telephony integration app
- Gamification
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Custom objects
- Email integration with Outlook
- HubSpot Integration
2/10
- MSP
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
5.7/10
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Overview dashboard
- Save reports
- Schedule Data Export
- Schedule Reports
- Team Dashboards
- Ticket lifecycle report
- Tickets closed reports
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Manager Dashboard (The Headquarters)
- Performance distribution
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
- User-specific reporting
- Zendesk Benchmark
7/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Business rules analysis
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- Agent device management
- Automatic redaction
- Content Delivery Network
- Digitally signed emails (DKIM/DMARC)
- Email compliance archive
- SSL encryption
- Two-Factor Authentication
- Independently Tested
3.8/10
- Calling
- Live chat
- SDK
- Support Bot
- Web Widget
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Multibrand Support
- Phone Support (in English)
- Professional Services
- Twitter
8.1/10
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket templates
- Time tracking
- Watch tickets
- Assume identity
- Ticket export
- Outgoing SMTP settings
7.5/10
- Announcements
- Backup
- Community forums
- Multiple currencies
- Notifications
- Printer-friendly
- Project Management
- Unlimited End Users
- Voicemail integration
- Automatic sitemap generation
- Date comparisons
- Facebook in-sync app
Zendesk
7.5/10
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Custom & Group Views
- Dynamic content
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Personal canned responses
- Private Comments within tickets
- Shared canned responses
- Tags
- Traffic cop
- Contextual Workspaces
- Email scheduling
- Essentials Card
- Guided Mode
- Interaction History (Ticket activities)
- Light Agents
- Macros
- Restricted conversation views
- Skills-based routing
- Email signatures
- Responsive, mobile-friendly Help Center
3.3/10
- Linked tickets
- Parent-child ticketing
- Collaboration
0/10
- Asset Relationship Mapping
- ITSM Process Integration
9.3/10
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Contact Form
- Customer journey
- Customer Lists
- Device data log
- Identify contacts using external ID
- Net Promoter Score® Surveys (Feedback)
- Satisfaction Prediction
- Customer 360
8.9/10
- 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
- Auto reply
9.2/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Multiple Ticket Forms
- Premium Sandbox
- SLA reporting
- Ticket sharing
4.3/10
- Approval Workflows
- Auto-suggest Solutions
- Customize Incident Lifecycle
- Multiple SLA Policies
- Service Catalog
- Task Management
- Form templates
0/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
3.3/10
- Change Management
- Problem Management
- Release Management
8/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
7.8/10
- Community forums
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- Help Center insights
- Internal Help Center
- SEO
- 301 Redirection
10/10
- API rate limit
- Cloud telephony integration app
- Gamification
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Custom objects
- Email integration with Outlook
- HubSpot Integration
0/10
- MSP
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
9.5/10
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Overview dashboard
- Save reports
- Schedule Data Export
- Schedule Reports
- Team Dashboards
- Ticket lifecycle report
- Tickets closed reports
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Manager Dashboard (The Headquarters)
- Performance distribution
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
- User-specific reporting
- Zendesk Benchmark
9.3/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Business rules analysis
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- Agent device management
- Automatic redaction
- Content Delivery Network
- Digitally signed emails (DKIM/DMARC)
- Email compliance archive
- SSL encryption
- Two-Factor Authentication
- Independently Tested
9.2/10
- Calling
- Live chat
- SDK
- Support Bot
- Web Widget
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Multibrand Support
- Phone Support (in English)
- Professional Services
- Twitter
7.5/10
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket templates
- Time tracking
- Watch tickets
- Assume identity
- Ticket export
- Outgoing SMTP settings
6.7/10
- Announcements
- Backup
- Community forums
- Multiple currencies
- Notifications
- Printer-friendly
- Project Management
- Unlimited End Users
- Voicemail integration
- Automatic sitemap generation
- Date comparisons
- Facebook in-sync app
Help Scout
6.4/10
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Custom & Group Views
- Dynamic content
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Personal canned responses
- Private Comments within tickets
- Shared canned responses
- Tags
- Traffic cop
- Contextual Workspaces
- Email scheduling
- Essentials Card
- Guided Mode
- Interaction History (Ticket activities)
- Light Agents
- Macros
- Restricted conversation views
- Skills-based routing
- Email signatures
- Responsive, mobile-friendly Help Center
3.3/10
- Linked tickets
- Parent-child ticketing
- Collaboration
0/10
- Asset Relationship Mapping
- ITSM Process Integration
4/10
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Contact Form
- Customer journey
- Customer Lists
- Device data log
- Identify contacts using external ID
- Net Promoter Score® Surveys (Feedback)
- Satisfaction Prediction
- Customer 360
8.9/10
- 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
- Auto reply
4.2/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Multiple Ticket Forms
- Premium Sandbox
- SLA reporting
- Ticket sharing
1.4/10
- Approval Workflows
- Auto-suggest Solutions
- Customize Incident Lifecycle
- Multiple SLA Policies
- Service Catalog
- Task Management
- Form templates
0/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
0/10
- Change Management
- Problem Management
- Release Management
10/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
7.8/10
- Community forums
- Knowledge base
- Related articles
- Rich text Help Center articles
- Unlimited data
- Help Center insights
- Internal Help Center
- SEO
- 301 Redirection
7.3/10
- API rate limit
- Cloud telephony integration app
- Gamification
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Custom objects
- Email integration with Outlook
- HubSpot Integration
8/10
- MSP
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
4.8/10
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Overview dashboard
- Save reports
- Schedule Data Export
- Schedule Reports
- Team Dashboards
- Ticket lifecycle report
- Tickets closed reports
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Manager Dashboard (The Headquarters)
- Performance distribution
- Support Performance dashboards
- Ticket drill down in reports
- Ticket volume trends
- User-specific reporting
- Zendesk Benchmark
7/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Business rules analysis
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Log in with Google
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- Agent device management
- Automatic redaction
- Content Delivery Network
- Digitally signed emails (DKIM/DMARC)
- Email compliance archive
- SSL encryption
- Two-Factor Authentication
- Independently Tested
3.1/10
- Calling
- Live chat
- SDK
- Support Bot
- Web Widget
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Multibrand Support
- Phone Support (in English)
- Professional Services
- Twitter
4.4/10
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket templates
- Time tracking
- Watch tickets
- Assume identity
- Ticket export
- Outgoing SMTP settings
5.8/10
- Announcements
- Backup
- Community forums
- Multiple currencies
- Notifications
- Printer-friendly
- Project Management
- Unlimited End Users
- Voicemail integration
- Automatic sitemap generation
- Date comparisons
- Facebook in-sync app
Reviews
Freshservice
5 of 5 May 22, 2020
Take all possible tools for handling support that come to your mind, and put them in a single dashboard. That’s exactly how Freshservic...
5 of 5 April 17, 2019
Freshservice is a multifacet platform that is flexible and adapts to your business process. The first thing that spring the mind is the...
5 of 5 April 16, 2019
The old platform lacked the required functionality while Freshservice delivers all necessary features. What’s more the implementation a...
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...
Help Scout
4 of 5 December 10, 2020
PROS: Help Scout offers a well-designed interface that is easy to use. The Saved Auto Replies feature helps us to respond quickly to cu...
3 of 5 December 8, 2020
Help Scout offers wonderful customer support and a community experience. Our company has 80 employees using this software, and they are...
5 of 5 December 8, 2020
An admirable aspect is the vendor keeps improving the software by constantly releasing new features. One feature I love is “Edit this a...