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Compare Freshdesk and Zoho Desk 
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At a Glance
Market Segments
Small-Business (48.4% of reviews)
Small-Business (72.6% of reviews)
Entry-Level Pricing
$15.00 Per Month
$0.00
Freshdesk
Star Rating
(3,611)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 plansZoho Desk
Star Rating
(7,139)4.4 out of 5
Market Segments
Small-Business (72.6% 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 Zoho Desk excels in overall user satisfaction, reflected in its higher G2 Score compared to Freshdesk. Users appreciate its intuitive interface, which helps keep everything organized, allowing for quick tracking of tickets and seamless customer follow-ups.
- According to verified reviews, Freshdesk shines in its automation capabilities, with users highlighting features like ticket management and SLA tracking. Reviewers mention that these tools significantly boost productivity and help teams stay organized while responding to customer inquiries.
- Users say that Zoho Desk offers excellent support during implementation, making it easy to transition from other platforms. Many users transitioning from Zendesk have noted the responsiveness of the Zoho team, which enhances the overall onboarding experience.
- Reviewers mention that Freshdesk's shared inbox feature is particularly beneficial for teams, as it allows them to see who is working on which tickets, preventing duplication of efforts and ensuring that no requests are overlooked.
- G2 reviewers highlight that while Freshdesk has a strong feature set, it may not always meet the specific workflow needs of all users, with some mentioning configuration challenges. In contrast, Zoho Desk's customization options are praised for being user-friendly and adaptable to various business needs.
- According to recent user feedback, Freshdesk's multi-channel support is a standout feature, allowing teams to manage customer interactions across different platforms efficiently. However, Zoho Desk's competitive pricing and comprehensive functionalities make it an attractive option for small businesses looking for value.
Pricing
Entry-Level Pricing
Freshdesk
Growth
$15.00
Per Month
Everything in FREE plus
- Automations
- SLA & Business Hour
- Agent Collision
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
3,176
8.7
5,670
Ease of Use
8.8
3,198
8.5
5,748
Ease of Setup
8.6
2,259
8.1
5,023
Ease of Admin
8.7
2,153
8.3
4,730
Quality of Support
8.7
3,075
8.3
5,100
Has the product been a good partner in doing business?
8.8
2,078
8.4
4,271
Product Direction (% positive)
8.8
3,151
8.9
5,436
Features by Category
Ticket and Case Management
8.9
2218
|
Verified
8.6
3321
|
Verified
8.8
2226
|
Verified
8.5
3290
|
Verified
8.5
2139
|
Verified
8.3
3066
|
Verified
8.5
2033
|
Verified
8.3
2915
|
Verified
8.3
1797
|
Verified
8.2
2629
|
Verified
8.5
2085
|
Verified
8.4
2907
|
Verified
8.7
2007
|
Verified
8.5
2912
|
Verified
8.2
1371
|
Verified
8.3
2501
|
Verified
Generative AI
7.3
330
7.4
960
7.4
327
7.4
949
Agentic AI - Help Desk
7.1
59
7.1
357
6.9
59
7.1
360
7.2
57
7.2
355
Communication Channels
8.6
1921
|
Verified
8.3
2853
|
Verified
8.9
2068
|
Verified
8.6
3072
|
Verified
8.4
1312
|
Verified
8.2
2385
|
Verified
8.0
1193
|
Verified
8.0
2145
|
Verified
7.9
940
|
Verified
7.8
1907
|
Verified
Platform
8.0
1156
|
Verified
8.1
2277
|
Verified
8.1
1663
|
Verified
8.2
2728
|
Verified
8.6
1546
|
Verified
8.4
2825
|
Verified
8.2
1141
|
Verified
8.1
2243
|
Verified
8.0
1861
|
Verified
8.2
2786
|
Verified
8.3
1960
|
Verified
8.4
2943
|
Verified
Administration
Not enough data
8.2
341
Not enough data
8.2
340
Not enough data
8.4
344
Knowledge Management
Not enough data
8.6
322
Not enough data
8.2
315
Not enough data
8.2
322
Compliance
Not enough data
8.4
336
Not enough data
8.3
333
Not enough data
8.2
335
Not enough data
8.1
333
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
335
Not enough data
8.1
329
Not enough data
8.4
334
Not enough data
8.4
331
Administration
Not enough data
8.1
313
Not enough data
8.4
315
Not enough data
8.5
312
Generative AI
Not enough data
7.6
248
Channels
8.3
353
8.2
569
7.9
332
8.0
555
7.5
323
7.3
548
Design
8.2
330
7.9
545
7.8
335
7.7
554
8.2
355
8.1
550
8.3
341
8.1
545
8.4
331
8.1
531
Generative AI
7.7
265
7.5
427
7.7
265
7.5
420
Usability
8.7
265
8.3
445
8.7
261
8.3
442
8.7
254
8.3
434
Reporting
8.6
249
8.3
430
8.5
245
8.2
415
8.6
257
8.3
422
Generative AI
7.5
182
7.7
329
7.6
182
7.8
324
Conversational Platform
8.3
433
Not enough data
8.3
379
Not enough data
8.3
371
Not enough data
8.4
307
Not enough data
Support Automation
8.4
388
Not enough data
8.4
409
Not enough data
8.2
372
Not enough data
8.2
313
Not enough data
Generative AI
7.4
208
Not enough data
7.4
205
Not enough data
Generative AI
7.9
118
7.9
176
7.9
117
8.0
178
7.6
116
7.8
177
Communication
8.8
584
|
Verified
8.8
718
|
Verified
8.7
601
|
Verified
8.7
758
|
Verified
8.7
495
|
Verified
8.6
659
8.5
199
8.6
632
|
Verified
8.2
202
8.3
356
Internal Use
8.1
1663
|
Verified
8.2
2728
|
Verified
8.6
204
8.5
361
8.1
186
8.4
456
8.8
560
|
Verified
8.7
712
|
Verified
8.8
520
|
Verified
8.7
692
|
Verified
8.6
549
|
Verified
8.6
708
|
Verified
Generative AI
7.9
144
7.7
423
Self-Service Experience
8.7
960
8.5
1508
8.6
913
8.4
1469
8.3
687
8.1
1275
8.2
241
8.1
770
8.4
258
8.2
815
Self-Service Platform
8.5
254
8.3
838
8.6
261
8.3
815
8.0
221
7.8
725
8.4
238
8.2
761
Agentic AI - Customer Self-Service
7.9
20
7.7
79
7.7
17
7.7
80
7.9
18
7.9
79
7.6
19
7.8
84
7.7
20
7.8
82
7.5
19
7.8
80
7.8
19
7.7
81
Generative AI
8.2(tied score)
80
8.2(tied score)
119
8.1(tied score)
80
8.1(tied score)
117
Process
8.6
163
8.7(won by 0.1)
490
9.3(won by 0.3)
483
9.0
634
8.6(won by 0.1)
374
8.5
487
Channels
9.2(won by 0.2)
479
9.0
624
8.7(won by 0.2)
419
8.5
543
8.8(won by 0.1)
380
8.7
514
8.5
340
8.6(won by 0.1)
457
8.2
55
8.8(won by 0.6)
482
Insight
8.6
382
8.7(won by 0.1)
493
8.7
170
8.9(won by 0.2)
545
8.6
373
8.8(won by 0.2)
515
9.1(won by 0.1)
446
9.0
589
Generative AI
7.7
87
7.6
184
7.7
86
7.7
183
Agentic AI - Google Workspace for Sales
Not enough data
7.2
6
Not enough data
7.5
6
Not enough data
6.9
6
Not enough data
6.9
6
Not enough data
7.2
6
Customer Query Resolution - AI Customer Support Agents
9.0
12
Not enough data
8.8
11
Not enough data
8.3
12
Not enough data
8.8
12
Not enough data
8.2
13
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.7
14
Not enough data
8.7
13
Not enough data
8.7
14
Not enough data
Automation
9.0
12
Not enough data
8.8
13
Not enough data
8.9
12
Not enough data
Autonomy
7.2
12
Not enough data
8.6
11
Not enough data
8.6
13
Not enough data
8.3
13
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 Digital Customer Service Platforms, Help Desk, Complaint Management, Customer Communications Management, Social Customer Service, Live Chat, and Customer Self-Service
Unique Categories
Zoho Desk is categorized as Google Workspace for Sales and Contact Center Knowledge Base
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
12.9%
Internet
4.2%
Financial Services
4.1%
Education Management
3.7%
Other
58.0%
Information Technology and Services
17.8%
Computer Software
10.7%
Computer & Network Security
4.1%
Financial Services
3.6%
Retail
3.6%
Other
60.2%
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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