Freshdesk Vs Zendesk (May 2021)

Shlomi LaviShlomi Lavi / May 01, 2021

We publish unbiased reviews. Our opinions are our own and are not influenced by payments from advertisers. Learn more by reading our advertiser disclosure.

Bottom Line: Which is Better - Freshdesk or Zendesk?

Zendesk is more expensive to implement (TCO) than Freshdesk, Freshdesk is rated higher (94/100) than Zendesk (92/100). Zendesk offers more features (23) to their users than Freshdesk (10).

Looking for the right Help Desk solution for your business? buyers like you are primarily concerned about the real total implementation cost (TCO), full list of features, vendor reliability, user reviews, pros and cons. In this article we compare between the 2 software products:

How FRESHDESK INC. compares with Zendesk?

FRESHDESK INC.: Freshdesk was built ground-up to make your agents’ lives better. That is why you will find intelligent capabilities out-of-the-box, that automatically categorize, prioritize and dispatch your tickets, and even suggest the best solutions when you get one.

Zendesk: Zendesk is founded in Copenhagen, Denmark. Zendesk is the leading cloud-based customer service software solution. More than 20,000 companies such as Groupon, Box, and Zappos are using Zendesk to lower costs, raise productivity, and increase customer satisfaction.

Who's more expensive? Freshdesk or Zendesk?

The real total cost of ownership (TCO) of Help Desk software includes the software license, subscription fees, software training, customizations, hardware (if needed), maintenance & support and other related services. When calculating the TCO it's important to add all of these "hidden cost" as well. We prepared a TCO calculator for Freshdesk and Zendesk.

Freshdesk price starts at $15 per user/month , on a scale between 1 to 10 Freshdesk is rated 2, which is much lower than the average cost of Help Desk software. Zendesk price starts at $49 per user/month , when comparing Zendesk to their competitors, the software is rated 2 - much lower than the average Help Desk software cost.

Bottom line: Freshdesk cost is around the same cost of Zendesk.

Which software includes more/better features?

As with any business software solutions, it’s important to consider the features & functionality. The tool should support the processes, workflows, reports and needs that matter to your team. To help you evaluate this, we've compared Freshdesk Vs. Zendesk based on some of the most important and required Help Desk features. Freshdesk: Billing and Invoicing, Customer Survey, Email Integration, Knowledge Base/FAQ, LDAP/Active Directory Synchronization, Multi-Site Support, Rules/Workflows, Scheduling. Zendesk: Customer Survey, Email Integration, Knowledge Base/FAQ, Multi-Site Support, Rules/Workflows.

Target customer size

Freshdesk works great for small to medium enterprises that think they need to rely on a cloud-based solution for their customer support. Zendesk is the tool for any company, big or small, that has to deal with a certain number of customers on daily basis and needs an evolving platform to facilitate this process.

Freshdesk

ITQlick rating
(4.5/5)

starts at $15 per user/month

Freshdesk is a cloud based help-desk system designed to ensure good customer relations between and an organization and its clients. The solution core features include ticketing, collaboration and automations.

Categories: Call Monitoring, Banking CRM, Call Center, Casino CRM.

Zendesk

ITQlick rating
(4.3/5)

starts at $49 per user/month

Zendesk is a SaaS and a cloud-based customer service software that help the user to manage customers. The solution enables the user to build more meaningful productive as well as personal relationships with cus...

Categories: Customer Service, Ticket Management, Help Desk, Document Management, CRM.

Compare specifications

Zendesk Specifications

ITQlick Score: 92/100
ITQlick Rating: (4.3/5)
Pricing: 2/10 - low cost
Category: CRM -> Zendesk
Company: Zendesk
Pricing: starts at $49 per user/month
Typical customers: Small, medium and large size businesses
Platforms: Desktop, Mobile, Cloud
Links: Zendesk review, Zendesk pricing, Zendesk alternatives

Compare features

Freshdesk: 10 Features

Billing and Invoicing
Customer Survey
Email Integration
Knowledge Base/FAQ
LDAP/Active Directory Synchronization
Multi-Site Support
Rules/Workflows
Scheduling
Facebook Integration
Twitter Integration

Zendesk: 23 Features

Customer Survey
Email Integration
Knowledge Base/FAQ
Multi-Site Support
Rules/Workflows
Scheduling
Self Service Portal
Service Level Agreements
Change Management
Customer Survey
Email Integration
Knowledge Base/FAQ
Multi-Site Support
Rules/Workflows
Scheduling
Self Service Portal
Service Level Agreements
Customer Database
Customer Self Service Portal
Customer Service
Customer Support Tracking
Knowledge Base
Mail Order Sales
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick score ITQlick Score is a 1 to 100, the calculation is based on pricing, and functionality Vs. alternative solutions
Pricing score pricing Score is a 1 to 10 (10 is high cost), based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Functionality score
Software review
Compare
Freshdesk
ITQlick rating
4.5/5
Score
94/100
Pricing
2/10
License pricing
$15 per user/month
Functionality
39
Compare
Zendesk
ITQlick rating
4.3/5
Score
92/100
Pricing
2/10
License pricing
$49 per user/month
Functionality
48
Zoho
ITQlick rating
4.5/5
Score
92/100
Pricing
4/10
License pricing
$14 per user/month
Functionality
3
Review
FuseDesk
ITQlick rating
4.3/5
Score
91/100
Pricing
6.4/10
License pricing
$97 per user/month
Functionality
7
Desk-com
ITQlick rating
4.2/5
Score
90/100
Pricing
2.8/10
License pricing
$25 per month
Functionality
35
Author

Shlomi Lavi

Website Linkedin Facebook Twitter

Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.