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Compare Freshdesk and Zendesk for Customer Service 
Featured Products
At a Glance
Market Segments
Small-Business (48.3% of reviews)
Mid-Market (45.7% 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
(3,690)4.4 out of 5
Market Segments
Small-Business (48.3% 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
(6,698)4.3 out of 5
Market Segments
Mid-Market (45.7% 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 seamless user experience, with many users highlighting its fast and easy interactions. Reviewers appreciate the clear communication during escalations, which enhances the overall support process.
- Users say Freshdesk stands out for its intuitive UI and UX, making it a favorite among IT support specialists. The platform's reliability and ease of use are frequently praised, with one user noting that it is easy to read and navigate, which contributes to a positive daily workflow.
- According to verified reviews, Zendesk's implementation process is often described as quick and efficient, with users appreciating the intuitive onboarding wizard that helps new users get started without hassle.
- Reviewers mention that Freshdesk's automation features are a significant advantage, particularly its child ticket option, which simplifies the escalation process by automatically duplicating information from parent tickets, saving time and reducing errors.
- G2 reviewers highlight that while Zendesk has a higher overall satisfaction score, Freshdesk's scalability is a key strength, especially for growing teams. Users have noted that it integrates well with tools like Genesys Cloud and Microsoft Teams, enhancing day-to-day operations.
- Users report that both platforms have strong support capabilities, but Freshdesk edges out with a slightly higher quality of support rating. Reviewers appreciate the dedicated assistance they receive, which is crucial for resolving issues quickly and effectively.
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
3,235
8.6
5,152
Ease of Use
8.9
3,257
8.6
5,197
Ease of Setup
8.6
2,317
8.0
3,216
Ease of Admin
8.7
2,179
8.2
3,090
Quality of Support
8.7
3,132
8.4
4,830
Has the product been a good partner in doing business?
8.8
2,102
8.4
3,015
Product Direction (% positive)
8.8
3,207
8.0
4,805
Features by Category
Ticket and Case Management
8.9
2236
|
Verified
8.8
2564
|
Verified
8.8
2254
|
Verified
8.7
2583
|
Verified
8.5
2166
|
Verified
8.5
2506
|
Verified
8.5
2052
|
Verified
8.4
2347
|
Verified
8.3
1809
|
Verified
8.2
1924
|
Verified
8.5
2093
|
Verified
8.4
2403
|
Verified
8.7
2018
|
Verified
8.6
2396
|
Verified
8.3
1379
|
Verified
8.3
1860
|
Verified
Generative AI
7.3
332
7.6
384
7.4
330
7.6
384
Agentic AI - Help Desk
7.1
61
7.8
246
7.0
61
7.9
244
7.3
61
7.9
245
Communication Channels
8.6
1929
|
Verified
8.5
2062
|
Verified
8.9
2086
|
Verified
8.8
2315
|
Verified
8.4
1321
|
Verified
8.4
1734
|
Verified
8.0
1197
|
Verified
8.0
1432
|
Verified
7.9
943
|
Verified
8.0
1315
|
Verified
Platform
8.0
1162
|
Verified
7.8
1389
|
Verified
8.1
1664
|
Verified
8.0
1777
|
Verified
8.6
1550
|
Verified
8.3
1949
|
Verified
8.2
1151
|
Verified
8.2
1741
|
Verified
8.0
1877
|
Verified
7.9
2342
|
Verified
8.3
1965
|
Verified
8.0
2407
|
Verified
Channels
8.4
360
Not enough data
8.0
336
Not enough data
7.5
326
Not enough data
Design
8.2
333
Not enough data
7.8
337
Not enough data
8.3
357
Not enough data
8.3
346
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
268
8.3
667
8.7
264
8.3
664
8.8
258
8.4
635
Reporting
8.6
252
8.3
590
8.5
248
7.9
564
8.6
260
8.2
645
Generative AI
7.5
183
7.3
179
7.6
183
7.2
178
Responses
Not enough data
8.3
63
Not enough data
8.6
69
Not enough data
8.2
69
Automation - AI Agents
Not enough data
7.6
26
Not enough data
7.8
26
Not enough data
7.7
26
Not enough data
7.7
26
Not enough data
7.9
26
Platform
Not enough data
8.3
68
Not enough data
8.3
66
Not enough data
8.4
63
Autonomy - AI Agents
Not enough data
7.9
25
Not enough data
7.6
26
Not enough data
7.6
27
Not enough data
7.7
27
Generative AI
Not enough data
7.8
32
Not enough data
8.2
31
Responses
Not enough data
8.1
468
Not enough data
8.1
465
Not enough data
8.3
449
Not enough data
8.1
448
Not enough data
8.2
356
Platform
Not enough data
8.6
472
Not enough data
8.3
469
Not enough data
8.3
464
Not enough data
8.2
466
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
455
Generative AI
Not enough data
8.2
113
Not enough data
8.2
112
Conversational Platform
8.3
439
8.1
860
8.3
385
8.3
717
8.3
378
8.2
684
8.4
314
8.2
749
Support Automation
8.4
395
8.2
714
8.4
415
8.3
757
8.3
380
8.4
711
8.3
321
8.1
788
Generative AI
7.4
212
7.8
204
7.4
208
7.8
203
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
101
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
86
Not enough data
8.2
84
Not enough data
8.1
84
Artificial Intelligence
Not enough data
7.8
83
Not enough data
7.7
82
Not enough data
7.7
85
Generative AI
7.9
119
Feature Not Available
7.9
117
7.9
206
7.6
116
Feature Not Available
Communication
8.8
587
|
Verified
8.6
951
|
Verified
8.7
602
|
Verified
8.5
964
|
Verified
8.7
497
|
Verified
8.1
721
8.5
202
8.5
737
|
Verified
8.2
204
8.0
520
Internal Use
8.1
1664
|
Verified
8.0
1777
|
Verified
8.6
206
8.5
848
|
Verified
8.2
188
8.1
650
8.8
560
|
Verified
8.5
898
8.8
521
|
Verified
8.6
823
|
Verified
8.6
549
|
Verified
8.3
847
|
Verified
Generative AI
7.9
144
Feature Not Available
Self-Service Experience
8.7
963
8.5
1500
8.6
915
8.5
1436
8.3
688
8.0
1023
8.2
243
7.7
647
8.4
261
8.0
779
Self-Service Platform
8.5
257
8.2
827
8.6
266
8.2
842
8.0
226
7.7
658
8.5
241
8.2
805
Agentic AI - Customer Self-Service
7.9
20
8.3
62
7.9
18
8.3
62
8.0
19
8.2
64
7.9
21
8.6
62
7.7
20
8.6
60
7.5
19
8.2
62
7.8
19
8.1
62
Generative AI
8.2(won by 0.8)
81
7.4
76
8.1(won by 0.6)
81
7.5
77
Process
8.6(won by 0.2)
166
8.4
563
9.3(won by 0.2)
487
9.1
743
8.6
375
8.9(won by 0.3)
691
Channels
9.2(won by 0.2)
482
9.0
742
8.7(won by 0.3)
419
8.4
586
8.8(won by 0.1)
380
8.7
565
8.5(won by 0.3)
344
8.2
486
8.3(tied score)
58
8.3(tied score)
421
Insight
8.6(won by 0.5)
386
8.1
539
8.7(won by 0.4)
173
8.3
647
8.6(won by 0.1)
377
8.5
562
9.1(won by 0.4)
449
8.7
666
Generative AI
7.7
88
7.8
67
7.7
87
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
9.0
12
8.4
70
8.8
11
8.1
70
8.3
12
8.3
70
8.8
12
8.3
68
8.1
12
8.3
69
Customer Interaction Automation - AI Customer Support Agents
8.2
12
8.2
70
8.6
13
8.4
70
8.7
13
8.4
70
8.6
13
8.5
69
Automation
9.0
12
8.6
71
8.8
12
8.6
71
8.9
12
7.9
69
Autonomy
7.2
12
8.2
69
8.6
11
8.4
68
8.5
12
8.4
70
8.2
12
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
8
Not enough data
9.2
10
Not enough data
9.5
7
Not enough data
9.8
8
Not enough data
9.0
8
Not enough data
8.7
5
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
58.1%
Computer Software
14.1%
Information Technology and Services
12.8%
Financial Services
5.8%
Retail
4.9%
Consumer Services
4.4%
Other
58.1%
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
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