Freshdesk vs Zendesk: Which tool should I choose?

Table of contents

Freshdesk vs Zendesk: overview

What's the difference between Freshdesk and Zendesk?

Freshdesk pros and cons

Zendesk pros and cons

Freshdesk compared to Zendesk

Zendesk compared to Freshdesk

Features comparison

Freshdesk vs Zendesk: Which is the best for your business?

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Freshdesk vs Zendesk: overview

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Freshdesk
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Zendesk
Comments
Ticket management
4.0 out of 5
5.0 out of 5
Both software packages are highly relevant in their management of customer tickets. However, Zendesk integrates a greater number of ticket management options.
Positive reviews
5.0 out of 5
4.0 out of 5
Freshdesk scores better overall, but users criticize the low number of integrations. The downsides of Zendesk are its cost and complexity.
Pricing plans
5.0 out of 5
3.0 out of 5
Zendesk doesn't offer a free plan, and its subscriptions are more expensive. Freshdesk's packages are more affordable for small businesses.
Customer support
4.0 out of 5
5.0 out of 5
Zendesk offers 24/7 customer service. While Freshdesk's customer service isn't as good, the platform does offer relevant interactive support.
Automation features
5.0 out of 5
5.0 out of 5
Both offer powerful functionalities. Freshdesk is powerful for AI-based ticket management, and Zendesk for workflow automation.
Omnichannel support
5.0 out of 5
4.0 out of 5
Each platform integrates omnichannel support management. Freshdesk goes one step further, offering a highly relevant real-time chat attribution algorithm.
Ease of use
4.0 out of 5
4.0 out of 5
Freshdesk has a user-friendly interface. While Zendesk's ergonomics are less pleasant, the tool does offer some nice customization and filtering options.
Data security
5.0 out of 5
5.0 out of 5
The level of data security is optimal in both cases, thanks to compliance with RGPD, SOC2 standards and AES 256 encryption.
Integrations
4.0 out of 5
5.0 out of 5
Zendesk offers over 1,000 integrations with services such as Trello or SurveyMonkey. Freshdesk offers fewer, but can connect to Shopify or Mailchimp.
Analysis tools
4.0 out of 5
5.0 out of 5
Both tools integrate reporting solutions. However, Zendesk's reports are more detailed than its Freshdesk counterpart.

What's the difference between Freshdesk and Zendesk?

freshdesk chat dashboard
Freshdesk's Chat Dashboard
pipedrive chat dashboard
Pipedrive's Chat Dashboard
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Freshdesk pros and cons

What are the advantages of Freshdesk?

What are the disadvantages of Freshdesk?

Zendesk pros and cons

What are the advantages of Zendesk?

What are the disadvantages of Zendesk?

Compare Zendesk to other tools

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Freshdesk compared to Zendesk

Is Freshdesk better than Zendesk?

What is Freshdesk best used for?

Can Freshdesk replace Zendesk?

Is Freshdesk cheaper than Zendesk?

Is there a better Customer Support software than Freshdesk?

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Zendesk compared to Freshdesk

Is Zendesk better than Freshdesk?

What is Zendesk best used for?

Can Zendesk replace Freshdesk?

Is Zendesk cheaper than Freshdesk?

Is there a better Customer Experience software than Zendesk?

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Features comparison

Zendesk Integrates Better Management of Support Tickets

Zendesk's Ticket Streamlining to Assign Queries to Suitable Agents
Zendesk's Ticket Streamlining to Assign Queries to Suitable Agents

Freshdesk and Zendesk Both Offer Advanced Customization

Zendesk's Views Feature for Pre-Defined, Shared and Custom Views of Customer Support Tickets
Zendesk's Views Feature for Pre-Defined, Shared and Custom Views of Customer Support Tickets

Freshdesk Offers Better Omnichannel Support

Freshdesk's Omnichannel Support For Unified Customer Context
Freshdesk's Omnichannel Support For Unified Customer Context

Freshdesk is Easier to Use than Zendesk

Freshdesk's Unified Workspace to Manage, Prioritize, and Resolve Tickets at Scale
Freshdesk's Unified Workspace to Manage, Prioritize, and Resolve Tickets at Scale

Freshdesk Makes it Easy to Create a Knowledge Base

Freshdesks's Knowledge Base Creation in Multiple Languages
Freshdesks's Knowledge Base Creation in Multiple Languages

Zendesk Offers a Wider Range of Integrations than Freshdesk

Zendesk's Marketplace of Third-Party Integrations
Zendesk's Marketplace of Third-Party Integrations

Zendesk Offers More Detailed Analysis Compared to Freshdesk

Zendesk's Detailed Analysis on Ticket Volumes, Agent Performance and Other Key Metrics
Zendesk's Detailed Analysis on Ticket Volumes, Agent Performance and Other Key Metrics

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Freshdesk vs Zendesk: Which is the best for your business?

Freshdesk is the best tool for you if:

  • You have a limited budget and are looking for the most affordable software or the one offering the best value for money
  • You're looking for affordable software, as your team has little technical experience with this type of platform
  • You use other Freshworks tools and want to integrate Freshdesk with other software to create a unified, simple and seamless experience
  • You prefer the most powerful omnichannel support tool to deliver a seamless experience for all your customers
  • You want to opt for a software solution renowned for its customer service, so that your agents get fast responses

Zendesk is the best tool for you if:

  • You're part of a large or fast-growing enterprise, and therefore have very specific needs
  • You prioritize platforms with a large number of software integrations to connect them effortlessly to your workflow
  • You need a large number of qualitative analyses and reports to optimize all your company's customer support processes
  • You prefer to choose a customer care tool that integrates relevant automation features based on artificial intelligence technology
  • You have to manage a very high volume of customer requests on a daily basis, sometimes complex and coming from many different channels
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6 months free on Zendesk

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Intercom

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