Compare Zendesk and Freshdesk - Jun 2024

Shlomi LaviShlomi Lavi / Jun 05, 2024

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Bottom Line: Which is Better - Zendesk or Freshdesk?

Functionality

Zendesk and Freshdesk are both customer support software that offer ticketing systems, knowledge bases, and live chat support.

One key difference is that Zendesk offers more advanced features like satisfaction ratings, community forums, and reporting and analytics tools.

Pros and Cons

Zendesk pros: Advanced features like satisfaction ratings and community forums. Great reporting and analytics tools.

Zendesk cons: Higher pricing compared to Freshdesk. Steeper learning curve for beginners.

Freshdesk pros: User-friendly interface, easy to set up and use. Affordable pricing plans.

Freshdesk cons: Lacks some advanced features like community forums and in-depth reporting tools. Limited customization options.

Pricing

Zendesk offers pricing plans starting from $19 per month per agent for the Essential plan, $49 per month per agent for the Team plan, and $99 per month per agent for the Professional plan. The estimated total cost of implementation for 1 user is $19 per month, for 10 users is $190 per month, and for 100 users is $1900 per month.

Freshdesk offers pricing plans starting from $15 per month per agent for the Sprout plan, $35 per month per agent for the Blossom plan, and $49 per month per agent for the Garden plan. The estimated total cost of implementation for 1 user is $15 per month, for 10 users is $150 per month, and for 100 users is $1500 per month.

User Interface

Zendesk has a clean and modern user interface both on desktop and mobile, making it easy to navigate and use.

Freshdesk also has a user-friendly interface on desktop and mobile, with a focus on simplicity and ease of use.

Integration

Zendesk integrates with popular tools like Salesforce, Slack, Shopify, and Jira, making it easy to connect with existing workflows.

Freshdesk offers integrations with apps like G Suite, Mailchimp, Trello, and Zapier, expanding its functionality and compatibility.

Scalability

Both Zendesk and Freshdesk are scalable solutions that can accommodate a growing number of users. They are suitable for small businesses to enterprise-level organizations.

Zendesk has been recognized for its security features and has won awards such as the 2020 Cloud Awards for Best Security Innovation.

Freshdesk has also received accolades for its security measures, including the ISO/IEC 27001:2013 certification for Information Security Management Systems.

Reporting and Analytics

Zendesk offers robust reporting features, including ticket insights, agent performance reports, and customer satisfaction metrics, allowing businesses to track and improve their support operations.

Freshdesk provides analytics on ticket volume, resolution times, and customer feedback, giving insights into support team performance and customer satisfaction.

Support and Maintenance

Zendesk provides 24/7 support with various service level agreements (SLAs) based on the pricing plan. They offer chat support, extensive documentation, and a knowledge base to assist users.

Freshdesk also offers 24/7 support with SLAs, chat support, and a knowledge base to help users troubleshoot issues and get the most out of the software.

Training and Implementation

Zendesk typically requires a few weeks for training and implementation, with additional costs for personalized onboarding and training sessions. The time needed may vary based on the complexity of the organizations needs.

Freshdesk has a quicker implementation timeline, usually taking a few weeks, with options for additional training at an extra cost. The simplicity of the software contributes to faster adoption.

Flexibility

Both Zendesk and Freshdesk support growth and can scale with the business. There are no limits to the number of users that can be added, making them suitable for companies of all sizes.

Data Migration

Zendesk and Freshdesk provide tools and assistance for data migration, making the process smoother for businesses transitioning from other platforms. The level of difficulty may vary based on the volume and complexity of data.

Mobile Access

Both Zendesk and Freshdesk offer mobile access through dedicated apps, providing a seamless user experience on smartphones and tablets. The UI/UX is optimized for mobile use, allowing support teams to stay connected on the go.

Cloud-based or On-premise

Zendesk and Freshdesk are cloud-based solutions, offering flexibility, scalability, and easy access from any location with an internet connection. This eliminates the need for on-premise hardware and maintenance.

Vendor Reputation

Zendesk was launched in 2007 and serves over 160,000 customers worldwide, with millions of users relying on its software. It has a strong reputation in the industry for its innovative approach to customer support.

Freshdesk was founded in 2010 and has a customer base of over 150,000 businesses, catering to diverse industries. The vendor is known for its customer-centric solutions and user-friendly interface.

Industry Certifications

Zendesk has received awards such as the 2020 CODiE Award for Best Customer Service Solution and the 2020 SaaS Awards for Best SaaS Product for Customer Service/CRM.

Freshdesk has won accolades like the 2020 SIIA CODiE Award for Best Customer Service Solution and the 2019 Stevie Award for Sales & Customer Service.

User Reviews

Zendesk has a positive online sentiment, with users praising its feature-rich platform and excellent customer support. It has a user sentiment score of 90 out of 100.

Freshdesk also enjoys favorable feedback from users, who appreciate its ease of use and affordability. It has a user sentiment score of 88 out of 100.

Technical Requirements

Zendesk and Freshdesk do not have specific technical requirements to run, as they are cloud-based solutions. Businesses do not need to maintain servers or hire dedicated IT personnel to manage the software.

Implementation Timeline

Zendesks implementation timeline averages a few weeks, depending on the customization and training requirements. The vendor offers different levels of support based on the pricing plan, ensuring a smooth transition.

Freshdesks implementation process is relatively quick, typically taking a few weeks to set up and configure. Additional support and training options are available for a seamless onboarding experience.

Vendor Stability and Compliance

Both Zendesk and Freshdesk are established vendors with a track record of stability and compliance with industry regulations. They prioritize data security, privacy, and reliability to meet the needs of businesses across sectors.



Zendesk

ITQlick rating
(4.3/5)

starts at $49 per agent/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.

Freshdesk

ITQlick rating
(4.5/5)

starts at $15 per agent/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, Complaint Management.

Compare specifications

Compare features

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

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
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
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ITQlick rating
4.3/5
Score
92/100
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2/10
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94/100
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FuseDesk
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Auditor - Shlomi Lavi

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Shlomi Lavi is an entrepreneur and founder of ITQlick.com. He holds a Bachelor of Science (B.Sc.) in Information Systems Engineering from Ben Gurion University in Israel. Shlomi brings 17 years of global IT and IS management experience as a consultant and implementation expert for small, medium and large-sized (global) companies. Shlomi’s goal is to share the best knowledge and news about information systems so you can make smarter buying decisions for your business.