Freshdesk and Zendesk
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Intended users – Freshdesk vs. Zendesk
If you are a small business owner and don’t have deep pockets to invest in help desk solutions, look no further. Freshdesk help desk solution is stimulated with all aspects to make the small business owner contented.
However, if your requirements are
Zendesk scores over Freshdesk in features like UI usability and customizability. However, we could see from the following pricing info that Zendesk is not the right option for smaller organizations which are tight on budget.
Pricing info – Freshdesk vs. Zendesk
Freshdesk provides free 30-day trial before user gets their feet wet with the help desk solution. It is appealingly priced at 5 pricing options, viz. Sprout (Rs. 0 per agent per month, up to 3 agents 13 USD/agent/month thereafter), Blossom (15 USD per agent per month billed annually),Garden (22 USD per agent per month billed annually), Estate (37 USD per agent per month billed annually) and Forest (66 USD per agent per month billed annually).
Zendesk also offers
Zendesk is not competitively priced as opposed to Freshdesk and we could see that as we move up the plans, Zendesk tends to be more pricey.
Features – Freshdesk vs. Zendesk
Ticket management – Freshdesk vs. Zendesk
Freshdesk brings to table core ticket management feature and boasts of enviable features like agent collision detection, shared inbox etc. Ticket generation and ticket management is an effortless process and could be delegated to discrete agents or in bulk.
Tickets can be categorized and
Trophies and badges will be assigned to good agents and this gives them a good boost to scale new heights. Other features that are worth mentioning are Automatic ticket dispatch, Time based actions and
Zendesk offers complete ticket management solution with features like default views, macros and RTF. Tickets can be viewed on the basis of parameters like ticket status, assignee, group etc. You can also set macros to swiftly react to general requests with a standard reply.
Features like keyboard shortcuts and instant search
Reporting and analytics -Freshdesk vs. Zendesk
Zendesk benchmark feature empowers users to compare with your colleagues with respect to parameters like client satisfaction, response time, ticket volume etc. Ticket view can be exported to CSV format as well.
Dashboards help to offer bird’s eye-view of crucial ticket parameters.
Client self-service experience can be
Freshdesk offers plenty of reporting features like Summary reports, At a Glance reports, Comparison Reports and Top-N analysis reports. Freshdesk offers 16 different report tracking parameters to suit varied user needs.
Some of the metrics that could potentially add value to your projects are ticket response and resolve time, load analysis, top agent performance etc. Satisfaction surveys could be incorporated into the chat section to apprehend about user satisfaction and to assess team performance.
Satisfaction surveys help you to evaluate pitfalls in your team and your strong points. By efficiently using this feature, one could give
Security -Freshdesk vs. Zendesk
Freshdesk gets abundant safety aspects like SSL encrypted servers, redundant backups and DDoS mitigation. Trusted IP feature enables users to whitelist definite IP ranges and ascertains who should be given access to web- portal. VPN helps to create a secure and an elite method to access your online support portal.
Zendesk also gets
Network access restriction feature helps to restrict access from particular IP ranges. In the higher-end Zendesk versions,
Integrations – Freshdesk vs. Zendesk
Zendesk offers couple of integrations with leading social media sites like Twitter, Facebook, CTI integrations and also provides integration with tools which support time tracking, e-commerce etc.
Freshdesk also provides integration with prominent tools like Dropbox, Google Analytics, Salesforce, Shopify etc.
- Affordable helpdesk solution
- Efficient ticket management and reporting features
- Supports ITIL
- Lack of asset management feature
- Does not help in change or problem management
- Admirable customization feature
- Asset management feature
- Good social ticketing factor
- Expensive helpdesk solution
- No WYSIWYG editor