Compare Freshdesk and Zammad 
Featured Products
At a Glance
Market Segments
Small-Business (48.5% of reviews)
Small-Business (60.0% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
No pricing available
Freshdesk
Star Rating
(3,721)4.4 out of 5
Market Segments
Small-Business (48.5% 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 plansZammad
Star Rating
(10)4.5 out of 5
Market Segments
Small-Business (60.0% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
No pricing available
Learn more about ZammadSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in providing a structured and efficient ticket management system, with automation features that significantly reduce manual work for customer support teams. Users appreciate the customization options that allow workflows to be tailored to their specific needs.
- Users say that Zammad offers a user-friendly experience, particularly with its integration capabilities. Reviewers highlight its compatibility with communication apps like Slack and Microsoft 365, making it easy to manage support tickets across various platforms.
- According to verified reviews, Freshdesk is praised for its intuitive interface and ease of navigation, which helps agents handle multiple customer queries with less stress. This is particularly beneficial for new hires who can quickly adapt without extensive training.
- Reviewers mention that while Zammad is an open-source solution that allows for flexibility and regular updates, it has a smaller user base, which may limit the availability of community support and resources compared to Freshdesk's larger market presence.
- Users highlight that Freshdesk's ticket automation and SLA management features contribute to a more organized support process, enhancing overall productivity. This is a significant advantage for businesses looking to streamline their customer service operations.
- G2 reviewers note that while Zammad provides essential helpdesk functionalities, it may not match the comprehensive support and feature set that Freshdesk offers, particularly in areas like ticket response times and workflow management, where Freshdesk has received higher satisfaction ratings.
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
Zammad
No pricing availableFree Trial
Freshdesk
Free Trial is available
Zammad
No trial information availableRatings
Meets Requirements
8.6
3,262
8.3
8
Ease of Use
8.9
3,284
9.0
8
Ease of Setup
8.6
2,341
Not enough data
Ease of Admin
8.7
2,199
Not enough data
Quality of Support
8.7
3,159
Not enough data
Has the product been a good partner in doing business?
8.8
2,122
Not enough data
Product Direction (% positive)
8.8
3,234
8.3
7
Features by Category
Ticket and Case Management
8.9
2244
|
Verified
8.0
5
8.8
2261
|
Verified
7.0
5
8.5
2185
|
Verified
6.7
5
8.5
2065
|
Verified
Not enough data
8.3
1814
|
Verified
Not enough data
8.5
2097
|
Verified
6.7
5
8.7
2026
|
Verified
Not enough data
8.3
1379
|
Verified
Not enough data
Generative AI
7.3
332
Not enough data
7.4
329
Not enough data
Agentic AI - Help Desk
7.2
62
Not enough data
6.9
61
Not enough data
7.3
60
Not enough data
Communication Channels
8.6
1933
|
Verified
7.0
5
8.9
2095
|
Verified
Not enough data
8.4
1322
|
Verified
Not enough data
8.0
1197
|
Verified
Not enough data
7.9
943
|
Verified
Not enough data
Platform
8.0
1164
|
Verified
Not enough data
8.1
1665
|
Verified
Not enough data
8.6
1556
|
Verified
Not enough data
8.3
1155
|
Verified
Not enough data
8.0
1883
|
Verified
Not enough data
8.3
1970
|
Verified
Not enough data
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Knowledge Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Compliance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data Security
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Channels
8.4
361
Not enough data
8.0
336
Not enough data
7.5
326
Not enough data
Design
8.2
334
Not enough data
7.8
337
Not enough data
8.3
357
Not enough data
8.3
347
Not enough data
8.4
335
Not enough data
Generative AI
7.7
266
Not enough data
7.8
266
Not enough data
Usability
8.8
270
Not enough data
8.7
266
Not enough data
8.8
258
Not enough data
Reporting
8.6
252
Not enough data
8.5
248
Not enough data
8.6
260
Not enough data
Generative AI
7.5
183
Not enough data
7.6
183
Not enough data
Conversational Platform
8.3
439
Not enough data
8.3
385
Not enough data
8.3
378
Not enough data
8.4
314
Not enough data
Support Automation
8.4
395
Not enough data
8.4
415
Not enough data
8.3
380
Not enough data
8.3
321
Not enough data
Generative AI
7.4
212
Not enough data
7.4
208
Not enough data
Generative AI
7.9
119
Not enough data
7.9
117
Not enough data
7.6
116
Not enough data
Communication
8.8
587
|
Verified
Not enough data
8.7
603
|
Verified
Not enough data
8.7
497
|
Verified
Not enough data
8.5
202
Not enough data
8.2
205
Not enough data
Internal Use
8.1
1665
|
Verified
Not enough data
8.6
206
Not enough data
8.2
189
Not enough data
8.8
561
|
Verified
Not enough data
8.8
521
|
Verified
Not enough data
8.6
549
|
Verified
Not enough data
Generative AI
7.9
143
Not enough data
Self-Service Experience
8.7
964
Not enough data
8.6
915
Not enough data
8.3
687
Not enough data
8.2
242
Not enough data
8.4
260
Not enough data
Self-Service Platform
8.5
256
Not enough data
8.6
265
Not enough data
8.0
225
Not enough data
8.5
241
Not enough data
Agentic AI - Customer Self-Service
7.9
19
Not enough data
7.9
18
Not enough data
8.1
19
Not enough data
7.8
20
Not enough data
7.8
20
Not enough data
7.7
19
Not enough data
8.0
19
Not enough data
Generative AI
8.2(won by default)
81
Not enough data
8.1(won by default)
81
Not enough data
Process
8.6(won by default)
166
Not enough data
9.3(won by default)
488
Not enough data
8.6(won by default)
375
Not enough data
Channels
9.2(won by default)
483
Not enough data
8.7(won by default)
419
Not enough data
8.8(won by default)
380
Not enough data
8.5(won by default)
344
Not enough data
8.3(won by default)
58
Not enough data
Insight
8.6(won by default)
386
Not enough data
8.7(won by default)
173
Not enough data
8.6(won by default)
377
Not enough data
9.1(won by default)
449
Not enough data
Generative AI
7.7
88
Not enough data
7.7
87
Not enough data
Customer Query Resolution - AI Customer Support Agents
9.1
11
Not enough data
8.8
11
Not enough data
8.3
11
Not enough data
8.8
11
Not enough data
8.2
11
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.3
11
Not enough data
8.6
12
Not enough data
8.9
12
Not enough data
8.8
12
Not enough data
Automation
9.1
11
Not enough data
8.8
11
Not enough data
9.1
11
Not enough data
Autonomy
7.3
11
Not enough data
8.6
11
Not enough data
8.6
11
Not enough data
8.2
11
Not enough data
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
Categories
Categories
Shared Categories
Freshdesk and Zammad are categorized as Help Desk
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zammad
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
17.1%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.1%
Information Technology and Services
20.0%
Research
10.0%
Primary/Secondary Education
10.0%
Medical Devices
10.0%
Health, Wellness and Fitness
10.0%
Other
40.0%
Alternatives
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
Zammad has no discussions with answers
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