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Compare KANA Enterprise, Zoho Desk, and Freshdesk

Pricing

 
FREE
$0
/agent/month
Sprout
Free
for UNLIMITED agents
 
PROFESSIONAL
$12
/agent/month
Blossom
$19
/ agent / month billed annually
 
ENTERPRISE
$25
/agent/month
Garden
$35
/ agent / month billed annually
 
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial Unavailable
Free Trial
Free Trial
KANA Enterprise
Free Trial Unavailable
Zoho Desk
FREE
$0/agent/month
PROFESSIONAL
$12/agent/month
ENTERPRISE
$25/agent/month
Free Trial
Freshdesk
Sprout
Freefor UNLIMITED agents
Blossom
$19/ agent / month billed annually
Garden
$35/ agent / month billed annually
Estate
$49/ agent / month billed annually
Forest
$89/ agent / month billed annually
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.0
8.7
8.5
Ease of Use
Ease of Use
8.3
8.5
8.8
Ease of Setup
Ease of Setup
6.4
8.2
8.6
Ease of Admin
Ease of Admin
6.7
8.4
8.7
Quality of Support
Quality of Support
7.5
8.2
8.9
Ease of Doing Business With
Ease of Doing Business With
6.7
8.5
8.9
Product Direction (% positive)
Product Direction (% positive)
6.8
8.7
8.6
Meets Requirements
KANA Enterprise
8.0
Zoho Desk
8.7
Freshdesk
8.5
Ease of Use
KANA Enterprise
8.3
Zoho Desk
8.5
Freshdesk
8.8
Ease of Setup
KANA Enterprise
6.4
Zoho Desk
8.2
Freshdesk
8.6
Ease of Admin
KANA Enterprise
6.7
Zoho Desk
8.4
Freshdesk
8.7
Quality of Support
KANA Enterprise
7.5
Zoho Desk
8.2
Freshdesk
8.9
Ease of Doing Business With
KANA Enterprise
6.7
Zoho Desk
8.5
Freshdesk
8.9
Product Direction (% positive)
KANA Enterprise
6.8
Zoho Desk
8.7
Freshdesk
8.6

Features

Ticket and Case Management
Workflow
KANA Enterprise
Not enough data available
Zoho Desk
8.2
Freshdesk
8.4
Response Automation
KANA Enterprise
7.7
Zoho Desk
8.4
Freshdesk
8.5
SLA Management
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Freshdesk
8.2
Attachments/Screencasts
KANA Enterprise
8.0
Zoho Desk
8.3
Freshdesk
8.4
Ticket Collaboration
KANA Enterprise
Not enough data available
Zoho Desk
8.6
Freshdesk
8.6
Ticket creation user experience
KANA Enterprise
Not enough data available
Zoho Desk
8.7
Freshdesk
8.9
Ticket response user experience
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Freshdesk
8.8
Knowledge Share
Knowledge Base
KANA Enterprise
Not enough data available
Zoho Desk
8.7
Freshdesk
8.8
Searchable Articles
KANA Enterprise
Not enough data available
Zoho Desk
8.6
Freshdesk
8.6
Community Forums
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Freshdesk
8.4
Interactive FAQs & Forums
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Freshdesk
8.5
Communication
Pop-up Chat
KANA Enterprise
Not enough data available
Zoho Desk
9.0
Freshdesk
9.0
Notifications
KANA Enterprise
Not enough data available
Zoho Desk
9.0
Freshdesk
8.8
Targeted Emails
KANA Enterprise
Not enough data available
Zoho Desk
8.9
Freshdesk
9.0
In-App Messaging
KANA Enterprise
Not enough data available
Zoho Desk
8.9
Freshdesk
Not enough data available
Process
Mentions
KANA Enterprise
Not enough data available
Zoho Desk
8.9
Freshdesk
Not enough data available
Tickets
KANA Enterprise
Not enough data available
Zoho Desk
9.1
Freshdesk
9.4
Macros
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Freshdesk
8.8
Collaboration
KANA Enterprise
Not enough data available
Zoho Desk
8.9
Freshdesk
9.1
Interaction
Web Portals
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Freshdesk
7.2
Forum to Reponse
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Freshdesk
8.5
Tickets and Tagging
KANA Enterprise
Not enough data available
Zoho Desk
8.8
Freshdesk
8.8
Live Chat
KANA Enterprise
Not enough data available
Zoho Desk
8.6
Freshdesk
8.8
Internal Use
Customization
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Freshdesk
8.0
Conversation Archiving
KANA Enterprise
Not enough data available
Zoho Desk
9.0
Freshdesk
Not enough data available
Lead Development
KANA Enterprise
Not enough data available
Zoho Desk
9.0
Freshdesk
Not enough data available
Knowledge Base
KANA Enterprise
Not enough data available
Zoho Desk
8.8
Freshdesk
8.9
Team Inbox
KANA Enterprise
Not enough data available
Zoho Desk
8.9
Freshdesk
8.9
Customer Profiles
KANA Enterprise
Not enough data available
Zoho Desk
8.8
Freshdesk
8.6
Channels
Phone
KANA Enterprise
Not enough data available
Zoho Desk
8.7
Freshdesk
8.8
Text
KANA Enterprise
Not enough data available
Zoho Desk
9.0
Freshdesk
Not enough data available
Email
KANA Enterprise
Not enough data available
Zoho Desk
9.2
Freshdesk
9.3
Social
KANA Enterprise
Not enough data available
Zoho Desk
8.7
Freshdesk
8.9
Live Chat
KANA Enterprise
Not enough data available
Zoho Desk
8.9
Freshdesk
9.1
Insight
Surveys
KANA Enterprise
Not enough data available
Zoho Desk
8.9
Freshdesk
8.9
Reporting
KANA Enterprise
Not enough data available
Zoho Desk
9.0
Freshdesk
Not enough data available
Visitor Activity
KANA Enterprise
Not enough data available
Zoho Desk
8.8
Freshdesk
8.9
Help Desk
KANA Enterprise
Not enough data available
Zoho Desk
9.1
Freshdesk
9.2
Communication Channels
Customer Portal
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Freshdesk
8.6
Email to Case
KANA Enterprise
8.3
Zoho Desk
8.7
Freshdesk
9.0
Chat/Live Support
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Freshdesk
8.5
Social Integration
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Freshdesk
8.2
Call Center
Make, Receive, and Record Calls
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Freshdesk
8.3
Customer and Contacts Database
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Freshdesk
8.0
Products and Version Tracking
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Freshdesk
8.2
Call Scripting
KANA Enterprise
Not enough data available
Zoho Desk
8.2
Freshdesk
8.2
Interactive Voice Response (IVR)
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Freshdesk
8.4
Self Service/Community
Forums
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Freshdesk
8.3
Knowledge Base
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Freshdesk
8.5
Ideas/Feedback
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Freshdesk
8.4
Q&A
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Freshdesk
8.6
Reporting & Analytics
Social Monitoring
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Freshdesk
8.2
Reporting
KANA Enterprise
5.7
Zoho Desk
8.2
Freshdesk
7.8
Dashboards
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Freshdesk
8.2
Platform
ITIL Compliance
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Freshdesk
8.3
Mobile User Support
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Freshdesk
8.1
Customization
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Freshdesk
8.0
User, Role, and Access Management
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Freshdesk
8.5
Internationalization
KANA Enterprise
Not enough data available
Zoho Desk
8.2
Freshdesk
8.1
Performance & Reliability
KANA Enterprise
Not enough data available
Zoho Desk
8.7
Freshdesk
8.8
Integration APIs
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Freshdesk
8.2

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
0%
71.3%
52.7%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
10.0%
23.1%
36.4%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
90.0%
5.6%
10.9%
KANA Enterprise
Small-Business
0%
Mid-Market
10.0%
Enterprise
90.0%
Zoho Desk
Small-Business
71.3%
Mid-Market
23.1%
Enterprise
5.6%
Freshdesk
Small-Business
52.7%
Mid-Market
36.4%
Enterprise
10.9%

Reviewers' Industry

 
Information Technology and Services
18.8%
Information Technology and Services
24.0%
Information Technology and Services
20.4%
 
Telecommunications
12.5%
Computer Software
10.5%
Computer Software
13.9%
 
Retail
12.5%
Telecommunications
4.0%
Internet
5.9%
 
Outsourcing/Offshoring
12.5%
Marketing and Advertising
3.9%
Education Management
3.7%
 
Insurance
12.5%
Internet
3.8%
E-Learning
3.4%
 
Other
31.3%
Other
53.8%
Other
52.6%
KANA Enterprise
Information Technology and Services
18.8%
Telecommunications
12.5%
Retail
12.5%
Outsourcing/Offshoring
12.5%
Insurance
12.5%
Other
31.3%
Zoho Desk
Information Technology and Services
24.0%
Computer Software
10.5%
Telecommunications
4.0%
Marketing and Advertising
3.9%
Internet
3.8%
Other
53.8%
Freshdesk
Information Technology and Services
20.4%
Computer Software
13.9%
Internet
5.9%
Education Management
3.7%
E-Learning
3.4%
Other
52.6%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Joshua P. K.
Administrator in Consumer Electronics

Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily...

János C.
Administrator in Information Technology and Services

Awesome Software . Nice to see Zoho Desk at the top in G2Crowd prpdocut listing in their own catogery and itś truly deserving.Simplicity is at itś best . The simplicity to configuring the software. Great way of working at the interface. Tracking of the...

Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
Most Helpful Critical Review
G2 User in Financial Services

The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once.

G2 User in Computer Software

I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

 
KANA Enterprise
Most Helpful Favorable Review
Joshua P. K.
Administrator in Consumer Electronics

Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily...

Most Helpful Critical Review
G2 User in Financial Services

The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once.

Zoho Desk
Most Helpful Favorable Review
János C.
Administrator in Information Technology and Services

Awesome Software . Nice to see Zoho Desk at the top in G2Crowd prpdocut listing in their own catogery and itś truly deserving.Simplicity is at itś best . The simplicity to configuring the software. Great way of working at the interface. Tracking of the...

Most Helpful Critical Review
G2 User in Computer Software

I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...

Freshdesk
Most Helpful Favorable Review
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

Screenshots

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KANA Enterprise
No screenshots provided

Videos

 No videos provided
KANA Enterprise
No videos provided
Zoho Desk
Freshdesk

Downloads

KANA Enterprise
No downloads provided
Zoho Desk
No downloads provided
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