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Compare Freshdesk and Zendesk for Customer Service 
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At a Glance
Market Segments
Small-Business (48.4% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
$15.00 Per Month
$19.00 1 user per month billed annually
Freshdesk
Star Rating
(3,607)4.4 out of 5
Market Segments
Small-Business (48.4% of reviews)
Pros & Cons
Entry-Level Pricing
$15.00 Per Month
Free Trial is available
Browse all 3 pricing plansZendesk for Customer Service
Star Rating
(6,660)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.
- Users report that while both Zendesk Support Suite and Freshdesk offer robust ticketing systems, Freshdesk's ticket creation user experience (8.9) slightly edges out Zendesk's (8.8), making it easier for agents to manage incoming requests efficiently.
- Reviewers mention that Freshdesk excels in ease of setup (8.6) compared to Zendesk (8.0), which can be crucial for small businesses looking to implement a support system quickly without extensive IT resources.
- G2 users highlight that Freshdesk's quality of support (8.7) is perceived as superior to Zendesk's (8.4), with many users appreciating the responsiveness and helpfulness of Freshdesk's customer service team.
- Users on G2 say that Freshdesk's automation features, particularly in customer interaction automation (9.0), significantly enhance workflow efficiency compared to Zendesk's (8.7), allowing for more streamlined operations.
- Reviewers mention that Freshdesk's reporting capabilities (8.7) are more user-friendly and insightful than those of Zendesk (7.9), providing better analytics for tracking performance and customer satisfaction.
- Users report that Freshdesk's email integration (9.2) is more seamless and effective than Zendesk's (9.0), which is essential for teams that rely heavily on email communication for support interactions.
Pricing
Entry-Level Pricing
Freshdesk
Growth
$15.00
Per Month
Everything in FREE plus
- Automations
- SLA & Business Hour
- Agent Collision
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
3,175
8.6
5,118
Ease of Use
8.8
3,197
8.6
5,162
Ease of Setup
8.6
2,257
8.0
3,186
Ease of Admin
8.7
2,152
8.2
3,073
Quality of Support
8.7
3,074
8.4
4,796
Has the product been a good partner in doing business?
8.8
2,077
8.4
2,999
Product Direction (% positive)
8.8
3,150
8.0
4,771
Features by Category
Ticket and Case Management
8.9
2218
|
Verified
8.8
2552
|
Verified
8.8
2227
|
Verified
8.7
2567
|
Verified
8.5
2140
|
Verified
8.5
2492
|
Verified
8.5
2032
|
Verified
8.4
2337
|
Verified
8.3
1797
|
Verified
8.2
1921
|
Verified
8.5
2085
|
Verified
8.4
2398
|
Verified
8.7
2006
|
Verified
8.6
2386
|
Verified
8.2
1371
|
Verified
8.3
1853
|
Verified
Generative AI
7.3
329
7.6
384
7.4
326
7.6
385
Agentic AI - Help Desk
7.0
58
7.8
245
6.9
59
7.9
245
7.2
57
8.0
246
Communication Channels
8.6
1919
|
Verified
8.5
2060
|
Verified
8.9
2068
|
Verified
8.8
2310
|
Verified
8.4
1312
|
Verified
8.4
1724
|
Verified
8.0
1192
|
Verified
8.0
1428
|
Verified
7.9
940
|
Verified
8.0
1313
|
Verified
Platform
8.0
1156
|
Verified
7.8
1387
|
Verified
8.1
1663
|
Verified
8.0
1777
|
Verified
8.6
1546
|
Verified
8.3
1947
|
Verified
8.2
1140
|
Verified
8.2
1739
|
Verified
8.0
1861
|
Verified
7.9
2339
|
Verified
8.3
1960
|
Verified
8.0
2407
|
Verified
Channels
8.3
353
Not enough data
7.9
333
Not enough data
7.5
324
Not enough data
Design
8.2
330
Not enough data
7.8
335
Not enough data
8.2
355
Not enough data
8.3
341
Not enough data
8.4
332
Not enough data
Generative AI
7.7
266
Not enough data
7.7
266
Not enough data
Usability
8.7
265
8.3
667
8.7
261
8.3
663
8.7
254
8.4
632
Reporting
8.6
249
8.3
590
8.5
245
7.9
563
8.6
257
8.2
644
Generative AI
7.5
182
7.3
179
7.6
182
7.2
178
Responses
Not enough data
8.3
63
Not enough data
8.6
68
Not enough data
8.2
68
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
7.5
26
Not enough data
7.6
26
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
471
Not enough data
8.3
468
Not enough data
8.3
463
Not enough data
8.2
464
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.2
113
Not enough data
8.2
112
Conversational Platform
8.3
434
8.1
859
8.3
379
8.3
716
8.3
372
8.2
684
8.4
308
8.2
749
Support Automation
8.4
389
8.2
714
8.4
410
8.3
757
8.2
373
8.4
711
8.2
314
8.1
788
Generative AI
7.4
209
7.8
204
7.4
206
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
82
Not enough data
7.6
77
Not enough data
8.1
84
Automation
Not enough data
8.1
83
Not enough data
8.2
83
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
84
Generative AI
7.9
118
Feature Not Available
7.9
117
7.9
207
7.6
116
Feature Not Available
Communication
8.8
584
|
Verified
8.6
950
|
Verified
8.7
600
|
Verified
8.5
964
|
Verified
8.7
495
|
Verified
8.1
720
8.5
198
8.5
737
|
Verified
8.2
202
8.0
520
Internal Use
8.1
1663
|
Verified
8.0
1777
|
Verified
8.6
204
8.5
849
|
Verified
8.1
185
8.1
650
8.8
560
|
Verified
8.5
898
8.8
519
|
Verified
8.6
824
|
Verified
8.6
548
|
Verified
8.3
848
|
Verified
Generative AI
7.9
144
Feature Not Available
Self-Service Experience
8.7
960
8.5
1499
8.6
913
8.5
1436
8.3
687
8.0
1024
8.2
241
7.7
648
8.4
258
8.0
780
Self-Service Platform
8.5
254
8.2
828
8.6
261
8.2
841
8.0
221
7.7
658
8.5
237
8.2
806
Agentic AI - Customer Self-Service
7.9
20
8.3
63
7.7
17
8.3
63
7.9
18
8.2
64
7.6
19
8.7
63
7.7
20
8.6
61
7.5
19
8.2
63
7.8
19
8.1
63
Generative AI
8.2(won by 0.8)
81
7.4
77
8.1(won by 0.6)
81
7.5
78
Process
8.6(won by 0.2)
164
8.4
564
9.3(won by 0.2)
484
9.1
741
8.6
375
8.9(won by 0.3)
689
Channels
9.2(won by 0.2)
480
9.0
740
8.7(won by 0.3)
420
8.4
586
8.8(won by 0.1)
381
8.7
563
8.5(won by 0.3)
341
8.2
485
8.2
55
8.3(won by 0.1)
421
Insight
8.6(won by 0.4)
383
8.2
539
8.7(won by 0.4)
171
8.3
648
8.6(won by 0.1)
374
8.5
562
9.1(won by 0.4)
447
8.7
666
Generative AI
7.7
87
7.8
67
7.7
86
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
8.2
71
8.3
12
8.3
71
8.8
12
8.3
69
8.2
13
8.3
70
Customer Interaction Automation - AI Customer Support Agents
8.2
12
8.2
70
8.6
13
8.4
70
8.6
12
8.4
70
8.6
13
8.5
70
Automation
9.0
12
8.6
70
8.8
13
8.6
71
8.9
12
8.0
70
Autonomy
7.2
12
8.2
70
8.6
11
8.4
69
8.6
13
8.4
70
8.3
13
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
8
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
8
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
17.1%
Computer Software
12.9%
Internet
4.2%
Financial Services
4.1%
Education Management
3.7%
Other
58.1%
Computer Software
14.1%
Information Technology and Services
12.8%
Financial Services
5.8%
Retail
4.8%
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
What is Zendesk Support Suite?
4 Comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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