Compare Freshservice and Zoom Virtual Agent
At a Glance
Market Segments
Mid-Market (62.0% of reviews)
Mid-Market (76.0% of reviews)
Entry-Level Pricing
$19.00
$ < 50,000 annual customer service requests
Freshservice
Star Rating
(1,331)4.6 out of 5
Market Segments
Mid-Market (62.0% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plans
Zoom Virtual Agent
Star Rating
(217)4.5 out of 5
Market Segments
Mid-Market (76.0% of reviews)
Pros & Cons
Entry-Level Pricing
$ < 50,000 annual customer service requests
Browse all 3 pricing plans
Summary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshservice excels in user experience, with many praising its intuitive interface and modern tools that streamline customer support management. Users have noted how it has helped consolidate multiple applications into a single platform, enhancing overall efficiency.
- Users say that Zoom Virtual Agent offers a seamless integration with existing Zoom tools, making it feel like a natural extension of their communication platform. Reviewers appreciate the fast AI-powered responses that enhance user interactions, particularly in managing call logs and details effortlessly.
- According to verified reviews, Freshservice stands out for its versatility, supporting multiple departments beyond just IT. Users have highlighted its customization capabilities for ticketing and support, which have been beneficial as organizations expand their use of the platform.
- Reviewers mention that while both products have strong support features, Freshservice and Zoom Virtual Agent both received high marks for quality of support. However, Freshservice users have noted a slight edge in overall satisfaction, with many feeling it has been a strong partner in their business operations.
- G2 reviewers indicate that Freshservice has a higher ease of use rating, with users frequently mentioning how easy it is to navigate and implement. This has been a significant factor for teams looking to minimize onboarding time and maximize productivity right from the start.
- Users highlight that while Zoom Virtual Agent is simple to set up and use, it may not offer the same breadth of features as Freshservice. Some users have expressed a desire for more comprehensive functionalities that can match the extensive capabilities found in Freshservice.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
Zoom Virtual Agent
Standard
$
< 50,000 annual customer service requests
Standard Features:
- Intelligent Self-Service Q&A
- Support for Images in Answers
- UI Config Manager
Free Trial
Freshservice
Free Trial is available
Zoom Virtual Agent
Free Trial is available
Ratings
Meets Requirements
8.9
1,183
8.6
151
Ease of Use
9.2
1,187
8.7
151
Ease of Setup
8.8
971
8.5
106
Ease of Admin
9.0
958
8.6
98
Quality of Support
9.0
1,143
9.0
150
Has the product been a good partner in doing business?
9.1
933
9.4
100
Product Direction (% positive)
9.5
1,165
9.1
138
Features by Category
Ticket and Case 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
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
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
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
Core Conversational Capabilities - AI Chatbots
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data
Not enough data
Not enough data
Not enough data
Not enough data
Interaction
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
Task & Flow Management - AI Chatbots
Not enough data
Not enough data
Not enough data
Not enough data
Learning
Not enough data
Not enough data
Not enough data
Not enough data
Deployment & Embedding - AI Chatbots
Not enough data
Not enough data
Not enough data
Not enough data
Content Generation
Not enough data
Not enough data
Not enough data
Not enough data
Admin & Configuration - AI Chatbots
Not enough data
Not enough data
System
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 Chatbots
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
Monitoring & Improvement - AI Chatbots
Not enough data
Not enough data
Reliability & Safety - AI Chatbots
Not enough data
Not enough data
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
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
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - 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
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - 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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Responses
Not enough data
7.9
34
Not enough data
7.7
34
Not enough data
8.4
34
Not enough data
8.2
29
Not enough data
Feature Not Available
Platform
Not enough data
8.2
29
Not enough data
7.9
33
Not enough data
8.4
34
Not enough data
8.1
33
Not enough data
7.2
23
Not enough data
7.8
24
Not enough data
7.2
27
Generative AI
Not enough data
9.1
11
Not enough data
9.4
11
Generative AI
7.2
76
8.7
5
Self-Service Experience
8.4
139
8.1
45
8.7
133
8.1
80
7.1
113
6.6
27
7.6
115
8.6
30
8.2
134
7.8
36
Self-Service Platform
8.5
135
8.4
44
8.7
140
8.1
42
7.1
108
7.8
44
8.1
130
7.9
36
Agentic AI - Customer Self-Service
6.0
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.0
5
Not enough data
5.3
5
Not enough data
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
Voice Recognition - AI Voice Assistants
Not enough data
Not enough data
Speech Synthesis - AI Voice Assistants
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security and privacy - AI Voice Assistants
Not enough data
Not enough data
Compatibility - AI Voice Assistants
Not enough data
Not enough data
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 Zoom Virtual Agent are categorized as Customer Self-Service
Unique Categories
Freshservice is categorized as IT Service Management (ITSM) Tools, IT Asset Management, IT Alerting, Incident Management, Enterprise IT Management, Configuration Management, Service Desk, and Help Desk
Zoom Virtual Agent is categorized as AI Chatbots, Chatbots, AI Agents For Business Operations, AI Customer Support Agents, and AI Voice Assistants
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoom Virtual Agent
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%
Computer Software
19.1%
Retail
7.4%
Internet
6.9%
Health, Wellness and Fitness
5.4%
Consumer Services
5.4%
Other
55.9%
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
What is Solvvy used for?
1 Comment
CA
Solvvy is an unmanaged support chat bot that uses AI and automation to help customers get quick resolutions to questions based on data you provide it, ie:...Read more
What business results does Solvvy deliver?
1 Comment
Official Response from Zoom Virtual Agent
Solvvy delivers effortless customer experiences by allowing customers to self-service their questions, leading to faster answers while giving back agent time...Read more
Who are Solvvy's customers?
1 Comment
Official Response from Zoom Virtual Agent
Solvvy has close to 100 customers ranging from small, large, to post-IPO businesses. To learn more about our customers, and hear their testimonials, you can...Read more
