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Compare Freshdesk and Zendesk Support Suite

See this
side-by-side comparison of Freshdesk vs. Zendesk Support Suite
based on preference data from user reviews. Freshdesk rates 4.4/5 stars with 2,348 reviews. By contrast, Zendesk Support Suite rates 4.2/5 stars with 2,284 reviews. Each product's score is calculated with real-time data from verified user reviews, to help you make the best choice between these two options, and decide which one is best for your business needs.
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Freshdesk
Freshdesk
(2,348)
4.4 out of 5
Freshdesk
Optimized for quick response
Answer a few questions to help the Freshdesk community
Have you used Freshdesk before?
Yes
Zendesk Support Suite
Zendesk Support Suite
(2,284)
4.2 out of 5
Zendesk Support Suite
Optimized for quick response
Answer a few questions to help the Zendesk Support Suite community
Have you used Zendesk Support Suite before?
Yes
Star Rating
Freshdesk
Freshdesk
Zendesk Support Suite
Zendesk Support Suite
Market Segments
Freshdesk
Freshdesk
Small-Business (51.8% of reviews)
Zendesk Support Suite
Zendesk Support Suite
Mid-Market (45.7% of reviews)
Entry Level Price
Freshdesk
Freshdesk
Free for UNLIMITED agents
Zendesk Support Suite
Zendesk Support Suite
$19 agent/month/billed annually

Freshdesk vs Zendesk Support Suite

When assessing the two solutions, reviewers found Freshdesk easier to use, set up, and administer. Reviewers also preferred doing business with Freshdesk overall.

  • Reviewers felt that Zendesk Support Suite meets the needs of their business better than Freshdesk.
  • When comparing quality of ongoing product support, reviewers felt that Freshdesk is the preferred option.
  • For feature updates and roadmaps, our reviewers preferred the direction of Freshdesk over Zendesk Support Suite.
Categories
Shared Categories
Freshdesk
Freshdesk
Zendesk Support Suite
Zendesk Support Suite
Freshdesk and Zendesk Support Suite are categorized as Customer Self-Service, Help Desk, Live Chat, and Social Customer Service
Pricing
Freshdesk
Freshdesk Pricing
Sprout
Freefor UNLIMITED agents
Blossom
$15/ agent / month billed annually
Garden
$35/ agent / month billed annually
Estate
$49/ agent / month billed annually
Forest
$99/ agent / month billed annually
Estate Omnichannel
$79 / agent / month billed annually
Forest Omnichannel
$139 /agent/month, billed annually
Free Trial
Zendesk Support Suite
Zendesk Support Suite Pricing
Support Only (Team)
$19 agent/month/billed annually
Suite Team
$49per agent/month billed annually
Suite Growth
$79per agent/month billed annually
Suite Pro
$99per agent/month billed annually
Support Only (Pro)
$49 agent/month/billed annually
Free Trial
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Ratings
Meets Requirements
Freshdesk
Freshdesk
8.5
Responses: 2119
Zendesk Support Suite
Zendesk Support Suite
8.7
Responses: 2003
Ease of Use
Freshdesk
Freshdesk
8.8
Responses: 2131
Zendesk Support Suite
Zendesk Support Suite
8.6
Responses: 2009
Ease of Setup
Freshdesk
Freshdesk
8.6
Responses: 1442
Zendesk Support Suite
Zendesk Support Suite
8.2
Responses: 880
Ease of Admin
Freshdesk
Freshdesk
8.7
Responses: 1478
Zendesk Support Suite
Zendesk Support Suite
8.3
Responses: 910
Quality of Support
Freshdesk
Freshdesk
8.9
Responses: 2056
Zendesk Support Suite
Zendesk Support Suite
8.3
Responses: 1742
Ease of Doing Business With
Freshdesk
Freshdesk
8.8
Responses: 1411
Zendesk Support Suite
Zendesk Support Suite
8.4
Responses: 856
Product Direction (% positive)
Freshdesk
Freshdesk
8.7
Responses: 2113
Zendesk Support Suite
Zendesk Support Suite
7.8
Responses: 1981
Features
Ticket and Case Management
Ticket creation user experience
Freshdesk
Freshdesk
8.9
Responses: 1598
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.9
Responses: 1159
Verified Feature
Ticket response user experience
Freshdesk
Freshdesk
8.8
Responses: 1610
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.7
Responses: 1165
Verified Feature
Workflow
Freshdesk
Freshdesk
8.4
Responses: 1522
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.5
Responses: 1125
Verified Feature
Response Automation
Freshdesk
Freshdesk
8.5
Responses: 1437
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.4
Responses: 1045
Verified Feature
SLA Management
Freshdesk
Freshdesk
8.2
Responses: 1226
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.2
Responses: 784
Verified Feature
Attachments/Screencasts
Freshdesk
Freshdesk
8.4
Responses: 1481
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.4
Responses: 1083
Verified Feature
Ticket Collaboration
Freshdesk
Freshdesk
8.6
Responses: 1412
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.6
Responses: 1093
Verified Feature
Customer and Contacts Database
Freshdesk
Freshdesk
8.0
Responses: 780
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.3
Responses: 604
Verified Feature
Self-Service Experience
Knowledge Base
Freshdesk
Freshdesk
8.7
Responses: 692
Zendesk Support Suite
Zendesk Support Suite
8.7
Responses: 591
Searchable Articles
Freshdesk
Freshdesk
8.6
Responses: 649
Zendesk Support Suite
Zendesk Support Suite
8.6
Responses: 577
Community Forums
Freshdesk
Freshdesk
8.4
Responses: 455
Zendesk Support Suite
Zendesk Support Suite
8.3
Responses: 419
Mobile Optimization
Freshdesk
Freshdesk
Not enough data available
Zendesk Support Suite
Zendesk Support Suite
Not enough data available
Personalization
Freshdesk
Freshdesk
Not enough data available
Zendesk Support Suite
Zendesk Support Suite
Not enough data available
Communication
Pop-up Chat
Freshdesk
Freshdesk
8.9
Responses: 375
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
9.1
Responses: 172
Verified Feature
Notifications
Freshdesk
Freshdesk
8.7
Responses: 389
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
9.0
Responses: 172
Verified Feature
Targeted Emails
Freshdesk
Freshdesk
8.8
Responses: 300
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.1
Responses: 120
In-App Messaging
Freshdesk
Freshdesk
8.8
Responses: 8
Zendesk Support Suite
Zendesk Support Suite
9.0
Responses: 133
Verified Feature
Co-Browsing
Freshdesk
Freshdesk
8.5
Responses: 14
Zendesk Support Suite
Zendesk Support Suite
8.5
Responses: 14
Process
Mentions
Freshdesk
Freshdesk
9.1
Responses: 20
Zendesk Support Suite
Zendesk Support Suite
8.5
Responses: 250
Tickets
Freshdesk
Freshdesk
9.4
Responses: 330
Zendesk Support Suite
Zendesk Support Suite
9.2
Responses: 328
Macros
Freshdesk
Freshdesk
8.7
Responses: 241
Zendesk Support Suite
Zendesk Support Suite
8.8
Responses: 302
Collaboration
Freshdesk
Freshdesk
9.0
Responses: 270
Zendesk Support Suite
Zendesk Support Suite
8.7
Responses: 294
Self-Service Platform
Branding
Freshdesk
Freshdesk
Not enough data available
Zendesk Support Suite
Zendesk Support Suite
Not enough data available
Automation
Freshdesk
Freshdesk
Not enough data available
Zendesk Support Suite
Zendesk Support Suite
Not enough data available
Artificial Intelligence
Freshdesk
Freshdesk
Not enough data available
Zendesk Support Suite
Zendesk Support Suite
Not enough data available
Integrations
Freshdesk
Freshdesk
Not enough data available
Zendesk Support Suite
Zendesk Support Suite
Not enough data available
Internal Use
Customization
Freshdesk
Freshdesk
8.0
Responses: 1093
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.0
Responses: 578
Verified Feature
Conversation Archiving
Freshdesk
Freshdesk
9.1
Responses: 9
Zendesk Support Suite
Zendesk Support Suite
8.7
Responses: 155
Verified Feature
Lead Development
Freshdesk
Freshdesk
9.3
Responses: 7
Zendesk Support Suite
Zendesk Support Suite
8.5
Responses: 123
Knowledge Base
Freshdesk
Freshdesk
8.8
Responses: 355
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.6
Responses: 138
Team Inbox
Freshdesk
Freshdesk
8.7
Responses: 318
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.7
Responses: 136
Verified Feature
Customer Profiles
Freshdesk
Freshdesk
8.5
Responses: 344
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.6
Responses: 134
Verified Feature
Channels
Email
Freshdesk
Freshdesk
9.2
Responses: 325
Zendesk Support Suite
Zendesk Support Suite
9.0
Responses: 321
Social
Freshdesk
Freshdesk
8.8
Responses: 272
Zendesk Support Suite
Zendesk Support Suite
8.6
Responses: 242
Live Chat
Freshdesk
Freshdesk
9.0
Responses: 241
Zendesk Support Suite
Zendesk Support Suite
8.7
Responses: 234
Phone
Freshdesk
Freshdesk
8.7
Responses: 214
Zendesk Support Suite
Zendesk Support Suite
8.2
Responses: 193
Text
Freshdesk
Freshdesk
Feature Not Available
Zendesk Support Suite
Zendesk Support Suite
8.6
Responses: 160
Insight
Surveys
Freshdesk
Freshdesk
8.7
Responses: 243
Zendesk Support Suite
Zendesk Support Suite
8.5
Responses: 222
Reporting
Freshdesk
Freshdesk
8.5
Responses: 23
Zendesk Support Suite
Zendesk Support Suite
8.4
Responses: 288
Visitor Activity
Freshdesk
Freshdesk
8.7
Responses: 239
Zendesk Support Suite
Zendesk Support Suite
8.6
Responses: 256
Help Desk
Freshdesk
Freshdesk
9.1
Responses: 299
Zendesk Support Suite
Zendesk Support Suite
8.7
Responses: 302
Communication Channels
Customer Portal
Freshdesk
Freshdesk
8.6
Responses: 1328
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.5
Responses: 912
Verified Feature
Email to Case
Freshdesk
Freshdesk
8.9
Responses: 1457
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.8
Responses: 1038
Verified Feature
Chat/Live Support
Freshdesk
Freshdesk
8.5
Responses: 787
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.5
Responses: 685
Verified Feature
Social Integration
Freshdesk
Freshdesk
8.2
Responses: 693
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.2
Responses: 587
Verified Feature
Voice
Freshdesk
Freshdesk
8.3
Responses: 482
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.2
Responses: 452
Verified Feature
Platform
Mobile User Support
Freshdesk
Freshdesk
8.1
Responses: 650
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.2
Responses: 355
Verified Feature
Customization
Freshdesk
Freshdesk
8.0
Responses: 1093
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.0
Responses: 578
Verified Feature
User, Role, and Access Management
Freshdesk
Freshdesk
8.5
Responses: 988
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.4
Responses: 491
Verified Feature
Integration
Freshdesk
Freshdesk
8.2
Responses: 624
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.5
Responses: 406
Verified Feature
Reporting
Freshdesk
Freshdesk
7.8
Responses: 1322
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.1
Responses: 954
Verified Feature
Dashboards
Freshdesk
Freshdesk
8.2
Responses: 1407
Verified Feature
Zendesk Support Suite
Zendesk Support Suite
8.2
Responses: 988
Verified Feature
Reviewers' Company Size
Reviewers of Freshdesk were most often representing companies in the Small-Business segment, while reviewers for Zendesk Support Suite were more commonly in the Mid-Market segment.
Small-Business
(50 or fewer emp.)
Freshdesk
Freshdesk
51.8%
Zendesk Support Suite
Zendesk Support Suite
38.2%
Mid-Market
(51-1000 emp.)
Freshdesk
Freshdesk
36.4%
Zendesk Support Suite
Zendesk Support Suite
45.7%
Enterprise
(> 1000 emp.)
Freshdesk
Freshdesk
11.8%
Zendesk Support Suite
Zendesk Support Suite
16.0%
Reviewers' Industry
Freshdesk
Freshdesk Industry
Information Technology and Services
19.5%
Computer Software
13.0%
Internet
5.6%
Education Management
3.8%
Marketing and Advertising
3.6%
Other
54.5%
Zendesk Support Suite
Zendesk Support Suite Industry
Computer Software
15.9%
Information Technology and Services
13.2%
Internet
8.3%
Marketing and Advertising
4.6%
Consumer Services
4.0%
Other
54.0%
Reviews
Most Helpful Favorable Review
Freshdesk
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Zendesk Support Suite
Abbey S.
Administrator in Computer Software

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

Most Helpful Critical Review
Freshdesk
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

Zendesk Support Suite
Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

Discussions
Freshdesk
Freshdesk Discussions
Migrating from Sugar for Cases
2 comments
Heather S.
HS
Hi Heather, My company switched from a very old version of Microsoft Dynamics CRM to Freshdesk about two years ago, and migration was nearly effortless. ...Read more
Could there be more options build up for automated responses in the software?
2 comments
Anuj Sawan R.
AR
Make a knowledge base and use it for Automated Responses.Read more
As a support software, how does Freshdesk’s functionalities and metrics help in improving your support process?
1 comment
G2
Feshdesk offers in-depth analysis reports for example ticket trends, group, and agent performance as well as a satisfaction survey. By understanding and...Read more
Zendesk Support Suite
Zendesk Support Suite Discussions
Does anyone use the Forums functionality?
2 comments
Thomas J. C.
TC
Hello Thomas, we use the forums in Zendesk to serve as a knowledge base (e.g. FAQ, Features Request, Community Help, etc.). Off course, spammers love...Read more
What is the best way to connect our Zendesk with chatsapp now? and best practice for using chat bot
1 comment
KT
Nowadays whatsapp is one of the most used tools for instant messaging, so the integration of Zendesk with this would be of great help. The implementation of...Read more
Benchmark for SLA and CSat
1 comment
ML
Hey Melanie, We have a 24hour SLA for all tickets at our company. As far as CSAT, that rating goes out when we solve the ticket or chat. We shoot for...Read more
Screenshots
Zendesk Support Suite
Zendesk Support Suite Screenshots
Videos
Freshdesk
Freshdesk Videos
Video Preview
Zendesk Support Suite
Zendesk Support Suite Videos
Video Preview

Video 1: Support Suite
Video 2: Agent Workspace
Video 3: Zendesk The Basics

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