Compare Freshdesk and Zendesk for Customer Service 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Mid-Market (45.6% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
$19.00 1 user per month billed annually
Freshdesk
Star Rating
(3,716)4.4 out of 5
Market Segments
Small-Business (48.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansZendesk for Customer Service
Star Rating
(6,787)4.3 out of 5
Market Segments
Mid-Market (45.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zendesk for Customer Service excels in providing a sleek and minimalist user interface, making it visually appealing and easy to navigate. Users appreciate how this design enhances their ability to manage customer queries efficiently, streamlining ticket and email responses.
- Users say Freshdesk shines in its automation capabilities, allowing teams to free up agents for more personalized customer interactions. Reviewers highlight how this feature contributes to a better customer service experience, as it reduces the manual workload on support staff.
- According to verified reviews, Zendesk for Customer Service is praised for its centralized platform that consolidates various support requests, which helps teams respond faster and more effectively. This feature is particularly beneficial for organizations handling a high volume of inquiries.
- Reviewers mention that Freshdesk's simplicity and intuitive design make it easy for both agents and end users to navigate. Users appreciate the clean overview of cases, which helps them stay organized and manage support requests without feeling overwhelmed.
- G2 reviewers highlight that while Zendesk has a higher overall satisfaction score, Freshdesk's recent feedback indicates a strong focus on user experience, particularly in terms of ease of setup and administration. Users find Freshdesk's onboarding process straightforward, which can be a significant advantage for smaller businesses.
- Users report that both platforms offer robust support features, but Freshdesk tends to receive higher marks for quality of support. Reviewers note that the responsiveness and helpfulness of Freshdesk's support team enhance their overall experience, making it easier to resolve issues quickly.
Pricing
Entry-Level Pricing
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
Zendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Freshdesk
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
8.6
3,257
8.6
5,170
Ease of Use
8.9
3,279
8.6
5,271
Ease of Setup
8.6
2,336
8.0
3,239
Ease of Admin
8.7
2,198
8.2
3,106
Quality of Support
8.7
3,154
8.4
4,899
Has the product been a good partner in doing business?
8.8
2,121
8.4
3,029
Product Direction (% positive)
8.8
3,229
8.0
4,825
Features by Category
Ticket and Case Management
8.9
2238
|
Verified
8.8
2578
|
Verified
8.8
2254
|
Verified
8.7
2604
|
Verified
8.5
2179
|
Verified
8.5
2531
|
Verified
8.5
2058
|
Verified
8.4
2365
|
Verified
8.3
1807
|
Verified
8.2
1930
|
Verified
8.5
2089
|
Verified
8.4
2408
|
Verified
8.7
2018
|
Verified
8.6
2407
|
Verified
8.3
1372
|
Verified
8.3
1863
|
Verified
Generative AI
7.3
328
7.6
386
7.4
324
7.6
385
Agentic AI - Help Desk
7.1
58
7.8
246
6.8
57
7.9
244
7.2
56
8.0
246
Communication Channels
8.6
1925
|
Verified
8.5
2067
|
Verified
8.9
2087
|
Verified
8.8
2328
|
Verified
8.4
1313
|
Verified
8.4
1744
|
Verified
8.0
1190
|
Verified
8.0
1435
|
Verified
7.9
935
|
Verified
8.0
1322
|
Verified
Platform
8.1
1156
|
Verified
7.7
1390
|
Verified
8.1
1658
|
Verified
8.0
1781
|
Verified
8.6
1548
|
Verified
8.3
1956
|
Verified
8.3
1149
|
Verified
8.2
1761
|
Verified
8.0
1875
|
Verified
7.9
2364
|
Verified
8.3
1962
|
Verified
8.0
2416
|
Verified
Channels
8.4
358
Not enough data
8.0
334
Not enough data
7.5
323
Not enough data
Design
8.2
331
Not enough data
7.8
335
Not enough data
8.3
355
Not enough data
8.3
344
Not enough data
8.4
332
Not enough data
Generative AI
7.7
263
Not enough data
7.7
263
Not enough data
Usability
8.8
264
8.3
665
8.7
260
8.3
661
8.8
252
8.4
634
Reporting
8.6
246
8.3
587
8.5
242
7.9
562
8.6
254
8.2
643
Generative AI
7.5
179
7.3
177
7.6
179
7.2
176
Responses
Not enough data
8.2
62
Not enough data
8.6
69
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.4
25
Not enough data
7.7
25
Not enough data
7.5
25
Not enough data
7.5
25
Not enough data
7.8
25
Platform
Not enough data
8.2
67
Not enough data
8.2
65
Not enough data
8.4
62
Autonomy - AI Agents
Not enough data
7.8
24
Not enough data
7.4
25
Not enough data
7.4
26
Not enough data
7.5
26
Generative AI
Not enough data
7.6
31
Not enough data
8.1
30
Responses
Not enough data
8.1
466
Not enough data
8.1
464
Not enough data
8.3
447
Not enough data
8.1
446
Not enough data
8.1
355
Platform
Not enough data
8.6
470
Not enough data
8.3
469
Not enough data
8.3
463
Not enough data
8.2
465
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.1
112
Not enough data
8.2
111
Conversational Platform
8.3
432
8.1
860
8.3
378
8.3
716
8.3
371
8.2
683
8.4
307
8.2
748
Support Automation
8.4
388
8.1
713
8.4
408
8.3
757
8.3
373
8.4
714
8.2
314
8.1
788
Generative AI
7.4
207
7.8
203
7.4
203
7.8
202
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
102
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Customer Support
Not enough data
8.1
83
Not enough data
7.6
77
Not enough data
8.1
85
Automation
Not enough data
8.1
85
Not enough data
8.2
83
Not enough data
8.1
83
Artificial Intelligence
Not enough data
7.8
82
Not enough data
7.7
81
Not enough data
7.7
84
Generative AI
7.8
116
Feature Not Available
7.9
114
7.9
206
7.6
113
Feature Not Available
Communication
8.8
584
|
Verified
8.6
948
|
Verified
8.7
600
|
Verified
8.4
962
|
Verified
8.7
494
|
Verified
8.1
719
8.5
199
8.5
735
|
Verified
8.2
202
8.0
520
Internal Use
8.1
1658
|
Verified
8.0
1781
|
Verified
8.6
203
8.5
847
|
Verified
8.2
186
8.1
649
8.8
558
|
Verified
8.5
897
8.8
518
|
Verified
8.6
825
|
Verified
8.6
546
|
Verified
8.3
845
|
Verified
Generative AI
7.9
140
Feature Not Available
Self-Service Experience
8.7
960
8.5
1510
8.6
912
8.5
1441
8.3
684
8.0
1024
8.2
239
7.7
647
8.4
257
8.0
779
Self-Service Platform
8.5
253
8.2
829
8.7
261
8.2
845
8.0
222
7.7
664
8.5
238
8.2
811
Agentic AI - Customer Self-Service
7.7
16
8.3
63
7.7
15
8.3
63
7.9
16
8.2
65
7.7
17
8.7
63
7.6
17
8.6
61
7.6
16
8.2
63
7.8
16
8.1
63
Generative AI
8.2(won by 0.7)
79
7.5
78
8.0(won by 0.5)
79
7.5
79
Process
8.6(won by 0.2)
162
8.4
564
9.3(won by 0.2)
484
9.1
744
8.6
371
8.8(won by 0.2)
693
Channels
9.2(won by 0.2)
479
9.0
743
8.7(won by 0.3)
415
8.4
587
8.8(won by 0.1)
376
8.7
566
8.5(won by 0.3)
340
8.2
487
8.3(tied score)
58
8.3(tied score)
422
Insight
8.6(won by 0.5)
382
8.1
540
8.7(won by 0.4)
169
8.3
648
8.6(won by 0.1)
373
8.5
563
9.1(won by 0.4)
445
8.7
667
Generative AI
7.8
86
7.8
67
7.7
85
7.7
66
Conversational AI - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
8.9
9
8.4
72
8.5
9
8.1
71
8.3
9
8.2
70
8.5
9
8.3
70
8.0
9
8.3
69
Customer Interaction Automation - AI Customer Support Agents
8.0
9
8.2
70
8.7
10
8.4
71
8.7
10
8.3
71
8.5
10
8.5
70
Automation
9.3
9
8.7
73
8.7
9
8.6
71
9.1
9
7.9
69
Autonomy
6.9
9
8.1
69
8.3
9
8.4
68
8.3
9
8.4
70
8.0
9
8.3
71
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
9.4
11
Not enough data
8.9
11
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
8.9
6
Not enough data
9.2
8
Not enough data
8.5
9
Workforce Management Platform Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshdesk and Zendesk for Customer Service are categorized as AI Customer Support Agents, Digital Customer Service Platforms, Help Desk, Conversational Support, Shared Inbox, Complaint Management, Social Customer Service, Live Chat, and Customer Self-Service
Unique Categories
Freshdesk is categorized as Customer Communications Management
Zendesk for Customer Service is categorized as Workforce Management, Conversational Commerce Platforms, Chatbots, AI Agents For Business Operations, Customer Service Automation, and Proactive Notification
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.0%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.2%
Computer Software
14.1%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.4%
Other
57.9%
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
How is Zendesk Support Suite transforming the customer service experience in various industries?
6 Comments
OE
I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven...Read more
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
