Compare Freshservice and Zoho Desk 
Featured Products
At a Glance
Market Segments
Mid-Market (62.1% of reviews)
Small-Business (72.7% of reviews)
Entry-Level Pricing
$19.00
$0.00
Freshservice
Star Rating
(1,330)4.6 out of 5
Market Segments
Mid-Market (62.1% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansZoho Desk
Star Rating
(7,554)4.4 out of 5
Market Segments
Small-Business (72.7% 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 user-friendliness, with many praising its drag-and-drop interface that significantly enhances productivity. Users appreciate how easy it is to organize their systems, making it a great choice for small businesses looking to streamline operations.
- According to verified reviews, Freshservice stands out for its powerful automation features, which help reduce manual work and keep issues organized. Users highlight the auto-assignment feature as a key asset that ensures tickets are efficiently routed to the right team members.
- Users say that Zoho Desk's ticket management capabilities are robust, with options for linking tickets and managing multiple threads, which helps in sorting emails effectively. This flexibility is particularly beneficial for teams handling a high volume of support requests.
- Reviewers mention that Freshservice offers a clean and intuitive interface, making it easy to navigate daily tasks. Many users find it reliable and straightforward to configure, especially when compared to more complex systems like ServiceNow.
- G2 reviewers highlight that while both platforms have strong support features, Freshservice receives higher marks for quality of support. Users appreciate the responsiveness and helpfulness of the support team, which can be crucial for IT service management.
- According to recent feedback, Zoho Desk's implementation process is noted for being quick and intuitive, with users specifically mentioning the onboarding wizard that simplifies setup. This is a significant advantage for small businesses that may lack extensive IT resources.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
Zoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
Freshservice
Free Trial is available
Zoho Desk
Free Trial is available
Ratings
Meets Requirements
8.9
1,183
8.7
6,070
Ease of Use
9.2
1,187
8.5
6,151
Ease of Setup
8.8
971
8.1
5,423
Ease of Admin
9.0
958
8.3
4,931
Quality of Support
9.0
1,143
8.3
5,458
Has the product been a good partner in doing business?
9.1
933
8.4
4,459
Product Direction (% positive)
9.5
1,165
8.9
5,801
Features by Category
Ticket and Case Management
Not enough data
8.7
3471
|
Verified
Not enough data
8.5
3372
|
Verified
Not enough data
8.4
3196
|
Verified
Not enough data
8.3
2962
|
Verified
Not enough data
8.2
2690
|
Verified
Not enough data
8.4
2917
|
Verified
Not enough data
8.5
2943
|
Verified
Not enough data
8.3
2531
|
Verified
Generative AI
Not enough data
7.4
969
Not enough data
7.4
953
Agentic AI - Help Desk
Not enough data
7.1
357
Not enough data
7.2
361
Not enough data
7.2
358
Communication Channels
Not enough data
8.3
2878
|
Verified
Not enough data
8.6
3127
|
Verified
Not enough data
8.2
2424
|
Verified
Not enough data
8.0
2163
|
Verified
Not enough data
7.8
1926
|
Verified
Platform
Not enough data
8.1
2304
|
Verified
Not enough data
8.2
2758
|
Verified
Not enough data
8.4
2859
|
Verified
Not enough data
8.2
2355
|
Verified
Not enough data
8.3
2847
|
Verified
Not enough data
8.4
2986
|
Verified
Administration
8.6
324
|
Verified
Not enough data
8.4
351
|
Verified
Not enough data
8.3
375
|
Verified
Not enough data
Service Desk
9.5
409
|
Verified
Not enough data
9.1
377
|
Verified
Not enough data
8.8
373
|
Verified
Not enough data
Management
8.5
313
|
Verified
Not enough data
8.9
319
|
Verified
Not enough data
8.8
283
|
Verified
Not enough data
8.5
290
|
Verified
Not enough data
8.1
228
|
Verified
Not enough data
Functionality
9.5
342
|
Verified
Not enough data
8.7
269
|
Verified
Not enough data
8.7
267
|
Verified
Not enough data
8.8
310
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
7.9
8
Not enough data
6.9
8
Not enough data
8.5
13
Not enough data
7.4
7
Not enough data
7.1
7
Not enough data
8.1
9
Not enough data
8.0
9
Not enough data
Administration
Not enough data
8.2
344
Not enough data
8.2
342
Not enough data
8.4
345
Knowledge Management
Not enough data
8.6
325
Not enough data
8.2
316
Not enough data
8.2
322
Compliance
Not enough data
8.3
337
Not enough data
8.3
334
Not enough data
8.2
336
Not enough data
8.1
334
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
336
Not enough data
8.1
330
Not enough data
8.4
335
Not enough data
8.4
333
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
Not enough data
8.2
579
Not enough data
8.0
558
Not enough data
Feature Not Available
Design
Not enough data
7.9
547
Not enough data
7.7
556
Not enough data
8.1
553
Not enough data
8.1
549
Not enough data
8.1
533
Generative AI
Not enough data
7.5
428
Not enough data
7.5
421
Usability
Not enough data
8.3
448
Not enough data
8.3
442
Not enough data
8.3
434
Reporting
Not enough data
8.3
431
Not enough data
8.2
416
Not enough data
8.3
423
Generative AI
Not enough data
7.7
329
Not enough data
7.8
324
Monitoring
8.3
267
|
Verified
Not enough data
8.6
303
|
Verified
Not enough data
8.8
320
|
Verified
Not enough data
6.1
26
Not enough data
Management Tools
9.0
341
|
Verified
Not enough data
8.9
331
Not enough data
8.5
295
|
Verified
Not enough data
Generative AI
7.8
137
Not enough data
7.8
136
Not enough data
Agentic AI - Incident Management
5.6
6
Not enough data
5.6
6
Not enough data
5.8
6
Not enough data
7.0
5
Not enough data
6.3
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Asset Inventory
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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - IT Asset Management
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
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
7.9
175
Not enough data
8.0
177
Not enough data
Feature Not Available
Communication
Not enough data
8.8
719
|
Verified
Not enough data
8.7
760
|
Verified
Not enough data
8.6
659
Not enough data
8.6
632
|
Verified
Not enough data
8.3
356
Internal Use
Not enough data
8.2
2758
|
Verified
Not enough data
Feature Not Available
Not enough data
8.4
455
Not enough data
8.7
714
|
Verified
Not enough data
8.7
693
|
Verified
Not enough data
8.6
707
|
Verified
Generative AI
7.2
76
7.7
422
Self-Service Experience
8.4
139
8.5
1513
8.7
133
8.4
1470
7.1
113
8.1
1277
7.6
115
8.1
770
8.2
134
8.2
815
Self-Service Platform
8.5
135
8.3
841
8.7
140
8.3
818
7.1
108
7.8
731
8.1
130
8.2
766
Agentic AI - Customer Self-Service
6.0
5
7.7
79
5.3
5
7.7
80
5.3
5
7.9
79
5.3
5
7.8
84
5.3
5
7.8
82
5.0
5
7.8
80
5.3
5
7.7
83
Generative AI
Not enough data
8.2(won by default)
120
Not enough data
8.1(won by default)
118
Process
Not enough data
8.7(won by default)
491
Not enough data
9.0(won by default)
638
Not enough data
8.5(won by default)
490
Channels
Not enough data
9.0(won by default)
627
Not enough data
8.5(won by default)
545
Not enough data
8.7(won by default)
516
Not enough data
8.6(won by default)
459
Not enough data
8.8(won by default)
485
Insight
Not enough data
8.7(won by default)
494
Not enough data
8.9(won by default)
546
Not enough data
8.8(won by default)
516
Not enough data
9.0(won by default)
591
Generative AI
Not enough data
7.7
186
Not enough data
7.7
185
Generative AI
7.7
70
Not enough data
Agentic AI - IT Alerting
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
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
Incident Management
9.1
737
Not enough data
8.9
737
Not enough data
9.0
795
Not enough data
8.6
728
Not enough data
8.6
694
Not enough data
Reporting
8.6
775
Not enough data
8.2
639
Not enough data
8.2
615
Not enough data
Access & Usability
8.4
701
Not enough data
8.9
727
Not enough data
8.5
550
Not enough data
8.6
562
Not enough data
Agentic AI - Service Desk
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
7.0
9
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
6.7
8
Not enough data
Analysis
7.5
173
Not enough data
Platform
8.3
232
Not enough data
8.2
212
Not enough data
8.7
255
Not enough data
8.4
283
Not enough data
8.7
315
Not enough data
Security
7.8
178
Not enough data
7.0
107
Not enough data
7.5
166
Not enough data
8.9
283
Not enough data
8.8
286
Not enough data
Agentic AI - Enterprise IT Management
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
Customer Query Resolution - AI Customer Support 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
Customer Interaction Automation - AI Customer Support 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
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
Freshservice and Zoho Desk are categorized as Customer Self-Service and Help Desk
Unique Categories
Freshservice is categorized as IT Service Management (ITSM) Tools, IT Asset Management, IT Alerting, Incident Management, Enterprise IT Management, Configuration Management, and Service Desk
Reviews
Reviewers' Company Size
Freshservice
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
19.7%
Computer Software
5.5%
Construction
4.5%
Financial Services
3.5%
Education Management
3.5%
Other
63.3%
Information Technology and Services
17.9%
Computer Software
10.7%
Computer & Network Security
4.2%
Financial Services
3.6%
Retail
3.5%
Other
60.1%
Alternatives
Discussions
How has your experience been with Freshservice support?
12 Comments
PB
So far, great. I've only worked with them twice, but both times the answer came back within 24 hours.Read more
What is Freshservice used for?
3 Comments
AN
We use it as a ticketing tool that helps us manage requests and assign them to specified employees for resolution. It also helps us track our service...Read more
Whats the best way to populate our inventory?
3 Comments
DO
Hello, honestly that was the only thing I had issue with Fresh Service, there are different ways to do inventory on it, but none are perfect.
Option 1 using...Read more
Where do I find training VDO?
3 Comments
EE
They have a lot of videos right here https://www.youtube.com/user/zoho
You should be able to find the video you need on youtube.Read more
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