Zendesk vs Zoho Desk vs Freshdesk
Overview
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 a help desk to ...the 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
Zoho Desk
Designed to deliver top of the line customer support, Zoho Desk is a platform that companies use to increase agent productivity, devise more accurate analytics, and improve general...workflow. The tool is also used to determine KPIs, as well as identify performance bottlenecks. It is a robust system that is trusted by many big name companies. It has gained trust among marketers, managers, retailers, and business owners as it allows them to provide a unified customer service that is not only of high quality but round-the-clock.
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
Freshdesk
Freshdesk is a cloud-hosted platform that helps businesses of all sizes deliver a quality support service. It unifies conversations from email, phone, web widgets, chat, and social...media to help agents resolve issues across channels smoothly. With Freshdesk, you can stay on top of customer support by automating workflows, offering self-service options, and managing SLAs.
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
Zendesk
- Support Team $19
- Support Professional $55
- Support Enterprise $115
—
- Free trial
Zoho Desk
- Zoho Desk Standard $14
- Zoho Desk Professional $23
- Zoho Desk Enterprise $40
—
- Free trial
Freshdesk
- Freshdesk Sprout $0
- Freshdesk Blossom $15
- Freshdesk Estate $49
- Freshdesk Forest $79
- Free trial
Feature comparison
Zendesk
6.6/10
- Agent collision prevention
- Bulk actions
- Contextual Workspaces
- Custom & Group Views
- Dynamic content
- Email scheduling
- Essentials Card
- Filtered Search
- Group your agents
- Guided Mode
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Light Agents
- Macros
- Mobile app
- Multilingual (Multiple) content
- Private Comments within tickets
- Restricted conversation views
- Shared canned responses
- Skills-based routing
- Tags
- Canned forms
- Edit/hide threads
- Email signatures
- Personal canned responses
- Traffic cop
- Add reminders on to-dos
- Auto Bcc
- Occasional agents
- Session replay
- Summary app
- To-dos
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 journey
- Customer Lists
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Device data log
- Group contacts by organization
- Identify contacts using external ID
- Net Promoter Score® Surveys (Feedback)
- Organization profiles
- Satisfaction Prediction
- Customer 360
- Customer segments
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
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Round robin ticket assignment
9.2/10
- Business Hours
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Premium Sandbox
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
- Custom status
6/10
- Approval Workflows
- Form templates
- Multiple SLA Policies
- Auto-suggest Solutions
- Task Management
10/10
- Problem Management
5.7/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
- Branding removal (Help Center)
- FreshThemes gallery
7/10
- Community forums
- Help Center insights
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- 301 Redirection
- Article Versioning
- Unlimited data
9.4/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- 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
- Endpoints
10/10
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- 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
- User-specific reporting
- Zendesk Benchmark
8.9/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Agent device management
- Audit logs
- Automatic redaction
- Business rules analysis
- Content Delivery Network
- Custom roles and permissions
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Email compliance archive
- 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)
- SSL encryption
- Two-Factor Authentication
- Custom email servers
- Custom SSL certificates (default free)
- Field-Level Access Control
9.2/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Live chat
- Multibrand Support
- Phone Support (in English)
- Professional Services
- SDK
- Twitter
- Web Widget
- Support Bot
6/10
- Assume identity
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket export
- Ticket templates
- Outbound email
- Outgoing SMTP settings
- Split tickets
- Time tracking
- Watch tickets
- Annotated image attachments
- Sort ticket conversations
- Undo send
8/10
- Automatic sitemap generation
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Announcements
0/10
- Active Blueprints per Module
- Call transcription
- Common Transitions per Blueprint
- Custom Functions in Blueprints
- Custom Functions using Deluge script
- Fields and Actions per Transition
- Global Reports
- Integration with Zoho products
- MSP
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
Zoho Desk
5.6/10
- Agent collision prevention
- Bulk actions
- Contextual Workspaces
- Custom & Group Views
- Dynamic content
- Email scheduling
- Essentials Card
- Filtered Search
- Group your agents
- Guided Mode
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Light Agents
- Macros
- Mobile app
- Multilingual (Multiple) content
- Private Comments within tickets
- Restricted conversation views
- Shared canned responses
- Skills-based routing
- Tags
- Canned forms
- Edit/hide threads
- Email signatures
- Personal canned responses
- Traffic cop
- Add reminders on to-dos
- Auto Bcc
- Occasional agents
- Session replay
- Summary app
- To-dos
2.5/10
- Collaboration
- Contextual collaboration with Freshconnect
- Linked tickets
- Parent-child ticketing
6.3/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer journey
- Customer Lists
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Device data log
- Group contacts by organization
- Identify contacts using external ID
- Net Promoter Score® Surveys (Feedback)
- Organization profiles
- Satisfaction Prediction
- Customer 360
- Customer segments
10/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Multi-task workflows with one-touch Scenarios
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Round robin ticket assignment
8.3/10
- Business Hours
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Premium Sandbox
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
- Custom status
4/10
- Approval Workflows
- Form templates
- Multiple SLA Policies
- Auto-suggest Solutions
- Task Management
0/10
- Problem Management
10/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
- Branding removal (Help Center)
- FreshThemes gallery
8/10
- Community forums
- Help Center insights
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- 301 Redirection
- Article Versioning
- Unlimited data
8.1/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- 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
- Endpoints
7.5/10
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- 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
- User-specific reporting
- Zendesk Benchmark
7.1/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Agent device management
- Audit logs
- Automatic redaction
- Business rules analysis
- Content Delivery Network
- Custom roles and permissions
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Email compliance archive
- 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)
- SSL encryption
- Two-Factor Authentication
- Custom email servers
- Custom SSL certificates (default free)
- Field-Level Access Control
10/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Live chat
- Multibrand Support
- Phone Support (in English)
- Professional Services
- SDK
- Twitter
- Web Widget
- Support Bot
7.5/10
- Assume identity
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket export
- Ticket templates
- Outbound email
- Outgoing SMTP settings
- Split tickets
- Time tracking
- Watch tickets
- Annotated image attachments
- Sort ticket conversations
- Undo send
8/10
- Automatic sitemap generation
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Announcements
10/10
- Active Blueprints per Module
- Call transcription
- Common Transitions per Blueprint
- Custom Functions in Blueprints
- Custom Functions using Deluge script
- Fields and Actions per Transition
- Global Reports
- Integration with Zoho products
- MSP
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
Freshdesk
8.4/10
- Agent collision prevention
- Bulk actions
- Contextual Workspaces
- Custom & Group Views
- Dynamic content
- Email scheduling
- Essentials Card
- Filtered Search
- Group your agents
- Guided Mode
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Light Agents
- Macros
- Mobile app
- Multilingual (Multiple) content
- Private Comments within tickets
- Restricted conversation views
- Shared canned responses
- Skills-based routing
- Tags
- Canned forms
- Edit/hide threads
- Email signatures
- Personal canned responses
- Traffic cop
- Add reminders on to-dos
- Auto Bcc
- Occasional agents
- Session replay
- Summary app
- To-dos
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 journey
- Customer Lists
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Device data log
- Group contacts by organization
- Identify contacts using external ID
- Net Promoter Score® Surveys (Feedback)
- Organization profiles
- Satisfaction Prediction
- Customer 360
- Customer segments
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
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Round robin ticket assignment
9.2/10
- Business Hours
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Premium Sandbox
- Sandbox test environment
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
- Custom status
8/10
- Approval Workflows
- Form templates
- Multiple SLA Policies
- Auto-suggest Solutions
- Task Management
0/10
- Problem Management
10/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
- Branding removal (Help Center)
- FreshThemes gallery
6/10
- Community forums
- Help Center insights
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- 301 Redirection
- Article Versioning
- Unlimited data
8.8/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- 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
- Endpoints
8/10
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- 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
- User-specific reporting
- Zendesk Benchmark
6.4/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Agent device management
- Audit logs
- Automatic redaction
- Business rules analysis
- Content Delivery Network
- Custom roles and permissions
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Email compliance archive
- 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)
- SSL encryption
- Two-Factor Authentication
- Custom email servers
- Custom SSL certificates (default free)
- Field-Level Access Control
8.5/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Live chat
- Multibrand Support
- Phone Support (in English)
- Professional Services
- SDK
- Twitter
- Web Widget
- Support Bot
10/10
- Assume identity
- Custom Email Templates
- Email forwarding
- Email tickets
- Mailboxes (inboxes)
- Merge tickets
- Public and private notes in tickets
- Satisfaction surveys - Customizable
- Spam filtering
- Support workflow
- Ticket export
- Ticket templates
- Outbound email
- Outgoing SMTP settings
- Split tickets
- Time tracking
- Watch tickets
- Annotated image attachments
- Sort ticket conversations
- Undo send
9/10
- Automatic sitemap generation
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Announcements
0/10
- Active Blueprints per Module
- Call transcription
- Common Transitions per Blueprint
- Custom Functions in Blueprints
- Custom Functions using Deluge script
- Fields and Actions per Transition
- Global Reports
- Integration with Zoho products
- MSP
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
Reviews
Zendesk
5 of 5
The key goals to deliver fast and quality responses to ticket and communicate on multiple channels are smoothly fulfilled with Zendesk....
4 of 5
Zendesk proved to be efficient in a quick issue resolution on multiple channels on time. The collaboration features enhanced and improv...
5 of 5
Zendesk provides a comprehensible UI and a lot of useful capabilities. It is worth to mention the outstanding features of customer sati...
Zoho Desk
It's an awesome platform. Very nice to see Zoho Desk as one of the standout products in G2Crowd. It deserves to be up there with other ...
Zoho Desk is one of the simplest tools for making and tracking tickets to help resolve problems brought up by customers. This can easil...
5 of 5
Its task distribution system, client database management, reporting, and chat system are some of the best features found in this tool. ...
Freshdesk
4 of 5
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
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
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...