Compare Zoho Desk vs Freshdesk

See this
comparison of Zoho Desk vs. Freshdesk
based on data from user reviews. Zoho Desk rates 4.3/5 stars with 1,231 reviews. Freshdesk rates 4.4/5 stars with 2,140 reviews. Each product's score is calculated by real-time data from verified user reviews.

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
Free Trial
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
8.7
8.5
Ease of Use
Ease of Use
8.5
8.8
Ease of Setup
Ease of Setup
8.1
8.6
Ease of Admin
Ease of Admin
8.4
8.7
Quality of Support
Quality of Support
8.2
8.9
Ease of Doing Business With
Ease of Doing Business With
8.5
8.8
Product Direction (% positive)
Product Direction (% positive)
8.7
8.7
Meets Requirements
Zoho Desk
8.7
Freshdesk
8.5
Ease of Use
Zoho Desk
8.5
Freshdesk
8.8
Ease of Setup
Zoho Desk
8.1
Freshdesk
8.6
Ease of Admin
Zoho Desk
8.4
Freshdesk
8.7
Quality of Support
Zoho Desk
8.2
Freshdesk
8.9
Ease of Doing Business With
Zoho Desk
8.5
Freshdesk
8.8
Product Direction (% positive)
Zoho Desk
8.7
Freshdesk
8.7

Features

Ticket and Case Management
Ticket creation user experience
Zoho Desk
8.7
Freshdesk
8.9
Ticket response user experience
Zoho Desk
8.5
Freshdesk
8.8
Workflow
Zoho Desk
8.2
Freshdesk
8.4
Response Automation
Zoho Desk
8.4
Freshdesk
8.4
SLA Management
Zoho Desk
8.3
Freshdesk
8.2
Attachments/Screencasts
Zoho Desk
8.3
Freshdesk
8.4
Ticket Collaboration
Zoho Desk
8.6
Freshdesk
8.6
Knowledge Share
Knowledge Base
Zoho Desk
8.7
Freshdesk
8.8
Searchable Articles
Zoho Desk
8.7
Freshdesk
8.6
Community Forums
Zoho Desk
8.4
Freshdesk
8.5
Interactive FAQs & Forums
Zoho Desk
8.6
Freshdesk
8.5
Communication
Pop-up Chat
Zoho Desk
9.0
Freshdesk
9.1
Notifications
Zoho Desk
8.9
Freshdesk
8.8
Targeted Emails
Zoho Desk
8.9
Freshdesk
9.0
In-App Messaging
Zoho Desk
8.9
Freshdesk
Not enough data available
Process
Mentions
Zoho Desk
9.0
Freshdesk
Not enough data available
Tickets
Zoho Desk
9.1
Freshdesk
9.4
Macros
Zoho Desk
8.6
Freshdesk
8.8
Collaboration
Zoho Desk
8.9
Freshdesk
9.1
Interaction
Web Portals
Zoho Desk
8.5
Freshdesk
7.2
Forum to Reponse
Zoho Desk
8.5
Freshdesk
8.5
Tickets and Tagging
Zoho Desk
8.8
Freshdesk
8.8
Live Chat
Zoho Desk
8.6
Freshdesk
8.8
Internal Use
Customization
Zoho Desk
8.3
Freshdesk
8.0
Conversation Archiving
Zoho Desk
9.0
Freshdesk
Not enough data available
Lead Development
Zoho Desk
9.0
Freshdesk
Not enough data available
Knowledge Base
Zoho Desk
8.8
Freshdesk
8.9
Team Inbox
Zoho Desk
8.8
Freshdesk
8.9
Customer Profiles
Zoho Desk
8.8
Freshdesk
8.6
Channels
Email
Zoho Desk
9.2
Freshdesk
9.3
Social
Zoho Desk
8.8
Freshdesk
8.9
Live Chat
Zoho Desk
9.0
Freshdesk
9.1
Phone
Zoho Desk
8.8
Freshdesk
8.8
Text
Zoho Desk
9.1
Freshdesk
Not enough data available
Insight
Surveys
Zoho Desk
8.9
Freshdesk
8.9
Reporting
Zoho Desk
9.0
Freshdesk
Not enough data available
Visitor Activity
Zoho Desk
8.9
Freshdesk
8.9
Help Desk
Zoho Desk
9.2
Freshdesk
9.2
Communication Channels
Customer Portal
Zoho Desk
8.4
Freshdesk
8.6
Email to Case
Zoho Desk
8.7
Freshdesk
8.9
Chat/Live Support
Zoho Desk
8.5
Freshdesk
8.5
Social Integration
Zoho Desk
8.5
Freshdesk
8.3
Call Center
Make, Receive, and Record Calls
Zoho Desk
8.4
Freshdesk
8.3
Customer and Contacts Database
Zoho Desk
8.3
Freshdesk
8.0
Products and Version Tracking
Zoho Desk
8.4
Freshdesk
8.3
Call Scripting
Zoho Desk
8.3
Freshdesk
8.2
Interactive Voice Response (IVR)
Zoho Desk
8.3
Freshdesk
8.4
Self Service/Community
Forums
Zoho Desk
8.3
Freshdesk
8.3
Knowledge Base
Zoho Desk
8.4
Freshdesk
8.5
Ideas/Feedback
Zoho Desk
8.4
Freshdesk
8.4
Q&A
Zoho Desk
8.5
Freshdesk
8.6
Reporting & Analytics
Social Monitoring
Zoho Desk
8.5
Freshdesk
8.3
Reporting
Zoho Desk
8.3
Freshdesk
7.9
Dashboards
Zoho Desk
8.4
Freshdesk
8.2
Platform
Mobile User Support
Zoho Desk
8.4
Freshdesk
8.1
ITIL Compliance
Zoho Desk
8.5
Freshdesk
8.3
Customization
Zoho Desk
8.3
Freshdesk
8.0
User, Role, and Access Management
Zoho Desk
8.5
Freshdesk
8.5
Internationalization
Zoho Desk
8.2
Freshdesk
8.1
Performance & Reliability
Zoho Desk
8.7
Freshdesk
8.8
Integration APIs
Zoho Desk
8.5
Freshdesk
8.2

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
70.4%
52.4%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
24.0%
36.7%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
5.6%
10.9%
Zoho Desk
Small-Business
70.4%
Mid-Market
24.0%
Enterprise
5.6%
Freshdesk
Small-Business
52.4%
Mid-Market
36.7%
Enterprise
10.9%

Reviewers' Industry

 
Information Technology and Services
23.5%
Information Technology and Services
20.4%
 
Computer Software
10.4%
Computer Software
13.9%
 
Telecommunications
3.9%
Internet
5.8%
 
Internet
3.9%
Education Management
3.7%
 
Marketing and Advertising
3.8%
E-Learning
3.4%
 
Other
54.6%
Other
52.9%
Zoho Desk
Information Technology and Services
23.5%
Computer Software
10.4%
Telecommunications
3.9%
Internet
3.9%
Marketing and Advertising
3.8%
Other
54.6%
Freshdesk
Information Technology and Services
20.4%
Computer Software
13.9%
Internet
5.8%
Education Management
3.7%
E-Learning
3.4%
Other
52.9%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Garret A.
User in Information Technology and Services

The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! 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 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.

 
Zoho Desk
Most Helpful Favorable Review
Garret A.
User in Information Technology and Services

The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! 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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Videos

 
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