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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
(3,610)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
(7,135)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.
- Users report that both Freshdesk and Zoho Desk have a strong ticket creation user experience, with Freshdesk scoring 8.9 and Zoho Desk at 8.6. Reviewers mention that Freshdesk's intuitive interface makes it easier to create and manage tickets efficiently.
- Reviewers mention that Freshdesk excels in email support, scoring 9.2 compared to Zoho Desk's 9.0. Users say that Freshdesk's email integration is seamless, allowing for quick responses and better tracking of customer interactions.
- Users on G2 highlight Freshdesk's superior ease of use, scoring 8.8 against Zoho Desk's 8.5. Reviewers say that Freshdesk's user-friendly design and straightforward navigation make it accessible for teams of all sizes.
- Reviewers mention that Freshdesk offers better quality of support, with a score of 8.7 compared to Zoho Desk's 8.3. Users report that Freshdesk's customer service is responsive and helpful, which is crucial for resolving issues quickly.
- G2 users note that Freshdesk has a slight edge in SLA management, scoring 8.3 versus Zoho Desk's 8.2. Reviewers say that Freshdesk's SLA tracking features help ensure timely responses and adherence to service commitments.
- Users report that Freshdesk shines in ticket collaboration, scoring 8.7 compared to Zoho Desk's 8.5. Reviewers mention that Freshdesk's collaboration tools facilitate teamwork, making it easier for agents to work together on complex issues.
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
3,175
8.7
5,668
Ease of Use
8.8
3,197
8.5
5,746
Ease of Setup
8.6
2,258
8.1
5,021
Ease of Admin
8.7
2,153
8.3
4,728
Quality of Support
8.7
3,074
8.3
5,098
Has the product been a good partner in doing business?
8.8
2,078
8.4
4,269
Product Direction (% positive)
8.8
3,150
8.9
5,433
Features by Category
Ticket and Case Management
8.9
2218
|
Verified
8.6
3320
|
Verified
8.8
2226
|
Verified
8.5
3290
|
Verified
8.5
2139
|
Verified
8.3
3065
|
Verified
8.5
2033
|
Verified
8.3
2912
|
Verified
8.3
1797
|
Verified
8.2
2628
|
Verified
8.5
2085
|
Verified
8.4
2907
|
Verified
8.7
2007
|
Verified
8.5
2912
|
Verified
8.2
1371
|
Verified
8.3
2500
|
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
3071
|
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
2727
|
Verified
8.6
1546
|
Verified
8.4
2825
|
Verified
8.2
1141
|
Verified
8.1
2243
|
Verified
8.0
1861
|
Verified
8.2
2785
|
Verified
8.3
1960
|
Verified
8.4
2942
|
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
429
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
2727
|
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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