Compare Zendesk and Freshdesk - Dec 2022

Shlomi Lavi

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Bottom Line: Which is Better - Zendesk or Freshdesk?

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

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

Zendesk Vs. FRESHDESK INC.

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.

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.

Who is more expensive? Zendesk or Freshdesk?

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

Zendesk price starts at $49 per agent/month , On a scale between 1 to 10 Zendesk is rated 2, which is much lower than the average cost of CRM software. Freshdesk price starts at $15 per agent/month , When comparing Freshdesk to its competitors, the software is rated 2 - much lower than the average CRM software cost.

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

Which software includes more/better features?

We've compared Zendesk Vs. Freshdesk based on some of the most important and required CRM features.

Zendesk: this software is considered "feature-rich" with more than 10 important features, here is a partial list: Customer Survey, Email Integration, Knowledge Base/FAQ, Multi-Site Support, Rules/Workflows, Scheduling, Self Service Portal, Service Level Agreements.

Freshdesk: Billing and Invoicing, Customer Survey, Email Integration, Knowledge Base/FAQ, LDAP/Active Directory Synchronization.

Target customer size

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 works great for small to medium enterprises that think they need to rely on a cloud-based solution for their customer support.