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Compare Freshdesk and Zoho Desk 
Featured Products
At a Glance
Market Segments
Small-Business (48.4% of reviews)
Small-Business (72.8% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
$0.00
Freshdesk
Star Rating
(3,716)4.4 out of 5
Market Segments
Small-Business (48.4% 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 plansZoho Desk
Star Rating
(7,395)4.4 out of 5
Market Segments
Small-Business (72.8% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in ticket management, with users highlighting its structured approach and automation features that significantly reduce manual work for customer support teams. The platform's customization options allow teams to adapt workflows to their specific needs, enhancing overall efficiency.
- Users say that Zoho Desk offers impressive flexibility, particularly in creating custom fields and workflows. Reviewers appreciate the ease of managing and configuring automated replies and notifications, which streamline the support process and improve response times.
- According to verified reviews, Freshdesk is noted for its user-friendly interface, making it easy for new hires to get up to speed quickly. Users mention that agents typically require minimal training to handle tickets effectively, which can be a significant advantage for teams with high turnover.
- Reviewers mention that Zoho Desk's setup process is smooth and efficient, with many users praising the quick organization of tickets and the clean navigation of the interface. This ease of setup can lead to faster implementation and a more immediate impact on support operations.
- G2 reviewers highlight that Freshdesk's automation tools, including SLA management and a comprehensive knowledge base, contribute to a less stressful daily support experience. Users find that these features help manage multiple customer queries more effectively, enhancing overall productivity.
- Users report that while both platforms have strong support features, Freshdesk tends to receive higher marks for the quality of support, with reviewers noting its responsiveness and helpfulness. In contrast, Zoho Desk, while effective, has received mixed feedback regarding support quality, suggesting room for improvement in this area.
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
Zoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
Freshdesk
Free Trial is available
Zoho Desk
Free Trial is available
Ratings
Meets Requirements
8.6
3,255
8.7
5,918
Ease of Use
8.9
3,277
8.5
5,998
Ease of Setup
8.6
2,334
8.1
5,271
Ease of Admin
8.7
2,194
8.3
4,906
Quality of Support
8.7
3,152
8.3
5,319
Has the product been a good partner in doing business?
8.8
2,117
8.4
4,435
Product Direction (% positive)
8.8
3,227
8.9
5,672
Features by Category
Ticket and Case Management
8.9
2243
|
Verified
8.6
3423
|
Verified
8.8
2261
|
Verified
8.5
3347
|
Verified
8.5
2180
|
Verified
8.3
3145
|
Verified
8.5
2061
|
Verified
8.3
2949
|
Verified
8.3
1813
|
Verified
8.2
2671
|
Verified
8.5
2095
|
Verified
8.4
2915
|
Verified
8.7
2023
|
Verified
8.5
2927
|
Verified
8.3
1378
|
Verified
8.3
2522
|
Verified
Generative AI
7.3
332
7.4
966
7.4
329
7.4
952
Agentic AI - Help Desk
7.2
61
7.1
358
6.9
61
7.2
361
7.3
60
7.2
359
Communication Channels
8.6
1932
|
Verified
8.3
2871
|
Verified
8.9
2093
|
Verified
8.6
3106
|
Verified
8.4
1322
|
Verified
8.2
2414
|
Verified
8.0
1197
|
Verified
8.0
2158
|
Verified
7.9
943
|
Verified
7.8
1921
|
Verified
Platform
8.0
1164
|
Verified
8.1
2301
|
Verified
8.1
1665
|
Verified
8.2
2749
|
Verified
8.6
1554
|
Verified
8.4
2850
|
Verified
8.2
1154
|
Verified
8.2
2302
|
Verified
8.0
1882
|
Verified
8.3
2827
|
Verified
8.3
1969
|
Verified
8.4
2977
|
Verified
Administration
Not enough data
8.2
345
Not enough data
8.2
343
Not enough data
8.4
346
Knowledge Management
Not enough data
8.6
325
Not enough data
8.2
316
Not enough data
8.2
322
Compliance
Not enough data
8.4
338
Not enough data
8.3
335
Not enough data
8.2
337
Not enough data
8.1
335
Customer Support
Not enough data
8.2
311
Not enough data
8.2
312
Not enough data
8.0
310
Data Security
Not enough data
8.1
337
Not enough data
8.1
331
Not enough data
8.4
335
Not enough data
8.4
332
Administration
Not enough data
8.1
313
Not enough data
8.4
315
Not enough data
8.5
313
Generative AI
Not enough data
7.6
248
Channels
8.4
361
8.2
579
8.0
336
8.0
556
7.5
326
Feature Not Available
Design
8.2
334
7.9
545
7.8
337
7.7
554
8.3
357
8.1
551
8.3
347
8.1
547
8.4
335
8.1
531
Generative AI
7.7
266
7.5
426
7.8
266
7.5
419
Usability
8.8
270
8.3
448
8.7
266
8.3
442
8.8
258
8.3
434
Reporting
8.6
252
8.3
431
8.5
248
8.2
416
8.6
260
8.3
423
Generative AI
7.5
183
7.7
329
7.6
183
7.8
324
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
7.9
175
7.9
117
8.0
177
7.6
116
Feature Not Available
Communication
8.8
587
|
Verified
8.8
717
|
Verified
8.7
603
|
Verified
8.7
759
|
Verified
8.7
497
|
Verified
8.6
658
8.5
202
8.6
631
|
Verified
8.2
205
8.3
355
Internal Use
8.1
1665
|
Verified
8.2
2749
|
Verified
8.6
206
Feature Not Available
8.2
189
8.4
455
8.8
561
|
Verified
8.7
714
|
Verified
8.8
521
|
Verified
8.6
692
|
Verified
8.6
549
|
Verified
8.6
707
|
Verified
Generative AI
7.9
143
7.7
423
Self-Service Experience
8.7
964
8.5
1514
8.6
915
8.4
1472
8.3
687
8.1
1279
8.2
242
8.1
772
8.4
260
8.2
817
Self-Service Platform
8.5
256
8.3
842
8.6
265
8.3
819
8.0
225
7.8
732
8.5
241
8.2
767
Agentic AI - Customer Self-Service
7.9
19
7.8
80
7.9
18
7.7
81
8.1
19
7.9
80
7.8
20
7.8
85
7.8
20
7.9
83
7.7
19
7.9
81
8.0
19
7.7
84
Generative AI
8.2(tied score)
81
8.2(tied score)
119
8.1(tied score)
81
8.1(tied score)
117
Process
8.6
166
8.7(won by 0.1)
491
9.3(won by 0.3)
488
9.0
638
8.6(won by 0.1)
375
8.5
490
Channels
9.2(won by 0.2)
483
9.0
627
8.7(won by 0.2)
419
8.5
545
8.8(won by 0.1)
380
8.7
516
8.5
344
8.6(won by 0.1)
459
8.3
58
8.8(won by 0.5)
485
Insight
8.6
386
8.7(won by 0.1)
494
8.7
173
8.9(won by 0.2)
546
8.6
377
8.8(won by 0.2)
516
9.1(won by 0.1)
449
9.0
591
Generative AI
7.7
88
7.7
185
7.7
87
7.7
184
Agentic AI - Google Workspace for Sales
Not enough data
7.2
6
Not enough data
7.9
7
Not enough data
7.4
7
Not enough data
7.4
7
Not enough data
7.6
7
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 Zoho Desk are categorized as AI Customer Support Agents, Digital Customer Service Platforms, Help Desk, Complaint Management, Customer Communications Management, Social Customer Service, Live Chat, and Customer Self-Service
Unique Categories
Freshdesk is categorized as Conversational Support and Shared Inbox
Zoho Desk is categorized as Contact Center Knowledge Base and Google Workspace for Sales
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoho Desk
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
17.8%
Computer Software
10.8%
Computer & Network Security
4.1%
Financial Services
3.6%
Retail
3.5%
Other
60.1%
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
Where do I find training VDO?
3 Comments
TW
I agree with you. VOD training is essential for fast implementation and developing "best practice" for your Desk software. I'm sure you have already...Read more
Is it possible for you to make integration with G suite a breeze?
2 Comments
PS
Hi Daniel,
Here are the steps to configure email forwarding from Gsuite to Zoho Desk:
Sign in to the Google Admin Console.
Click Apps, then click G...Read more
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