# Freshdesk vs Zoho Desk Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshdesk excels in managing client support tickets, with users appreciating its ability to organize tickets with updated statuses for easy tracking and resolution. The automation features, such as ticket flow configuration and categorization, are particularly highlighted as beneficial for enhancing customer satisfaction.
- **Users say** that Zoho Desk stands out as a comprehensive solution for connecting with vendors and customers, effectively consolidating data in one place. The ability to mark items as pending, whether related to vendors or customers, is a feature that users find particularly useful for maintaining workflow clarity.
- **Reviewers mention** that Freshdesk offers a more intuitive setup process, making it easier for teams to get started quickly. Users have noted the effectiveness of the filter options to differentiate ticket types, which simplifies the management of various support requests.
- **According to verified reviews** , Zoho Desk shines in automating repetitive tasks, allowing users to streamline their processes significantly. The automation of ticket routing, priority application, and response triggers based on predefined rules has been a game-changer for many users, reducing manual workload.
- **G2 reviewers highlight** that Freshdesk provides a robust ticket collaboration feature, which users find essential for teamwork. The ability to collaborate on tickets enhances communication among team members, ensuring that customer issues are resolved efficiently.
- **Users report** that Zoho Desk's live chat feature is a major advantage, offering flexibility in modifying workflows as needed. This adaptability allows teams to respond to customer inquiries in real-time, which is crucial for maintaining high levels of customer engagement and satisfaction.



| | Freshdesk | Zoho Desk | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 3,744 | 7,590 | 
| **Largest Market Segment** | Small-Business (48.6% of reviews) | Small-Business (72.8% of reviews) | 
| **Entry Level Price** | $19.00 1 User per month billed annually Per Month | $0.00 | 

---
## Top Pros & Cons

### Freshdesk

Pros:
- Ease of Use (352 reviews)
- Features (237 reviews)

Cons:
- Missing Features (115 reviews)
- Ticketing Issues (93 reviews)

### Zoho Desk

Pros:
- Ease of Use (710 reviews)
- Features (517 reviews)

Cons:
- Learning Curve (329 reviews)
- Steep Learning Curve (233 reviews)

---
## Ratings Comparison
| Rating | Freshdesk | Zoho Desk | 
|---|---|---|
  | **Meets Requirements** | 8.6 (3277 reviews) | 8.7 (6102 reviews) | 
  | **Ease of Use** | 8.9 (3301 reviews) | 8.5 (6182 reviews) | 
  | **Ease of Setup** | 8.6 (2357 reviews) | 8.1 (5454 reviews) | 
  | **Ease of Admin** | 8.7 (2199 reviews) | 8.3 (4932 reviews) | 
  | **Quality of Support** | 8.7 (3176 reviews) | 8.3 (5487 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (2122 reviews) | 8.4 (4460 reviews) | 
  | **Product Direction (% positive)** | 8.8 (3246 reviews) | 8.9 (5826 reviews) | 

---
## Pricing

### Freshdesk

#### Entry-Level Pricing

Plan: Freshdesk Email and Ticketing  (Growth)

Price: $19.00 1 User per month billed annually Per Month

Description: Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email

Key Features:
- Automations 
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports

[Browse all 6 editions](https://www.g2.com/products/freshdesk/pricing)

#### Free Trial

Yes

### Zoho Desk

#### Entry-Level Pricing

Plan: FREE

Price: $0.00

Description: Completely Free upto 3 agents

Key Features:
- Email Ticketing
- Customer Management
- Private Knowledge Base 

[Browse all 5 editions](https://www.g2.com/products/zoho-desk/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 2588 |
| **Zoho Desk** | 8.1/10 | 4337 |

#### Ticket and Case Management

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Ticket creation user experience** | 8.9 (2250 reviews) ✓ Verified | 8.7 (3484 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.8 (2263 reviews) ✓ Verified | 8.5 (3381 reviews) ✓ Verified | 
| **Workflow** | 8.5 (2190 reviews) ✓ Verified | 8.4 (3209 reviews) ✓ Verified | 
| **Response Automation** | 8.5 (2066 reviews) ✓ Verified | 8.3 (2964 reviews) ✓ Verified | 
| **SLA Management** | 8.3 (1808 reviews) ✓ Verified | 8.2 (2693 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.5 (2092 reviews) ✓ Verified | 8.4 (2917 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.7 (2025 reviews) ✓ Verified | 8.5 (2947 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.3 (1377 reviews) ✓ Verified | 8.3 (2532 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 7.3 (330 reviews) | 7.4 (970 reviews) | 
| **AI Text Summarization** | 7.4 (325 reviews) | 7.4 (953 reviews) | 

#### Agentic AI - Help Desk

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | 7.1 (57 reviews) | 7.1 (358 reviews) | 
| **Natural Language Interaction** | 6.9 (57 reviews) | 7.2 (361 reviews) | 
| **Proactive Assistance** | 7.2 (56 reviews) | 7.2 (358 reviews) | 

#### Communication Channels

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Customer Portal** | 8.6 (1925 reviews) ✓ Verified | 8.3 (2880 reviews) ✓ Verified | 
| **Email to Case** | 8.9 (2089 reviews) ✓ Verified | 8.6 (3131 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.4 (1315 reviews) ✓ Verified | 8.2 (2424 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (1190 reviews) ✓ Verified | 8.0 (2164 reviews) ✓ Verified | 
| **Voice** | 7.9 (935 reviews) ✓ Verified | 7.8 (1929 reviews) ✓ Verified | 

#### Platform

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Mobile User Support** | 8.1 (1159 reviews) ✓ Verified | 8.1 (2306 reviews) ✓ Verified | 
| **Customization ** | 8.1 (1661 reviews) ✓ Verified | 8.2 (2759 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (1549 reviews) ✓ Verified | 8.4 (2861 reviews) ✓ Verified | 
| **Integration** | 8.3 (1154 reviews) ✓ Verified | 8.2 (2363 reviews) ✓ Verified | 
| **Reporting** | 8.0 (1879 reviews) ✓ Verified | 8.3 (2852 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1965 reviews) ✓ Verified | 8.4 (2988 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Zoho Desk** | 8.2/10 | 376 |

#### Administration

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Database Management ** | Not enough data | 8.2 (344 reviews) | 
| **Data Workflows** | Not enough data | 8.2 (342 reviews) | 
| **Issue Management** | Not enough data | 8.4 (345 reviews) | 

#### Knowledge Management

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.6 (325 reviews) | 
| **Publishing Workflows** | Not enough data | 8.2 (316 reviews) | 
| **Analytics** | Not enough data | 8.2 (322 reviews) | 

#### Compliance

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Policies and Controls** | Not enough data | 8.3 (337 reviews) | 
| **Data Governance** | Not enough data | 8.3 (334 reviews) | 
| **Compliance** | Not enough data | 8.2 (336 reviews) | 
| **Auditing** | Not enough data | 8.1 (334 reviews) | 

#### Customer Support

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Intelligent Search** | Not enough data | 8.2 (311 reviews) | 
| **Suggestions** | Not enough data | 8.2 (312 reviews) | 
| **Decision Trees** | Not enough data | 8.0 (310 reviews) | 

#### Data Security

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | 8.1 (336 reviews) | 
| **Data Transport** | Not enough data | 8.1 (330 reviews) | 
| **Access Management** | Not enough data | 8.4 (335 reviews) | 
| **Multi-Factor Authentication** | Not enough data | 8.4 (333 reviews) | 

#### Administration

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Integrations** | Not enough data | 8.1 (313 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.4 (315 reviews) | 
| **Performance and Reliability** | Not enough data | 8.5 (313 reviews) | 

#### Generative AI

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.6 (248 reviews) | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.0/10 | 403 |
| **Zoho Desk** | 7.9/10 | 612 |

#### Channels

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Multi-Channel Coverage** | 8.4 (358 reviews) | 8.2 (579 reviews) | 
| **Open Listening** | 8.0 (334 reviews) | 8.0 (558 reviews) | 
| **Physical Media** | 7.5 (323 reviews) | Feature Not Available | 

#### Design

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Communications Strategy Development** | 8.2 (331 reviews) | 7.9 (547 reviews) | 
| **Create Content** | 7.8 (335 reviews) | 7.7 (556 reviews) | 
| **Personalization** | 8.3 (356 reviews) | 8.1 (554 reviews) | 
| **Inbound Identification** | 8.3 (344 reviews) | 8.1 (550 reviews) | 
| **Regulatory Compliance** | 8.4 (332 reviews) | 8.1 (533 reviews) | 

#### Generative AI

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 7.7 (263 reviews) | 7.5 (428 reviews) | 
| **AI Text Summarization** | 7.7 (263 reviews) | 7.5 (421 reviews) | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 293 |
| **Zoho Desk** | 8.2/10 | 461 |

#### Usability

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **All-Employee Access** | 8.7 (263 reviews) | 8.3 (448 reviews) | 
| **Supporting Documents** | 8.7 (259 reviews) | 8.3 (442 reviews) | 
| **Two-Way Communication** | 8.8 (251 reviews) | 8.3 (434 reviews) | 

#### Reporting

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Priority Case Alerts** | 8.6 (245 reviews) | 8.3 (431 reviews) | 
| **Trend Analysis** | 8.5 (241 reviews) | 8.2 (416 reviews) | 
| **Performance Monitoring** | 8.6 (253 reviews) | 8.3 (423 reviews) | 

#### Generative AI

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 7.5 (178 reviews) | 7.7 (329 reviews) | 
| **AI Text Summarization** | 7.5 (178 reviews) | 7.8 (324 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.3/10 | 268 |
| **Zoho Desk** | N/A | N/A |

#### Productivity Tools

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Notes** | 8.9 (236 reviews) | Not enough data | 
| **Internal Discussion** | 8.7 (221 reviews) | Not enough data | 
| **Assignments and Tasks** | 8.6 (224 reviews) | Not enough data | 
| **Workflows** | 8.7 (228 reviews) | Not enough data | 
| **Templates** | 8.7 (231 reviews) | Not enough data | 
| **Integrations** | 8.3 (208 reviews) | Not enough data | 
| **Tagging System** | 8.7 (227 reviews) | Not enough data | 

#### Analytics

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Trends** | 8.3 (204 reviews) | Not enough data | 
| **Performance Tracking** | 8.5 (214 reviews) | Not enough data | 
| **Email Tracking** | 8.6 (212 reviews) | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | 6.9 (12 reviews) | Not enough data | 
| **Decision Making** | 7.1 (14 reviews) | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 500 |
| **Zoho Desk** | N/A | N/A |

#### Conversational Platform

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Personalization** | 8.3 (432 reviews) | Not enough data | 
| **Omnichannel** | 8.3 (378 reviews) | Not enough data | 
| **Contextual Engagement** | 8.3 (371 reviews) | Not enough data | 
| **Proactive Engagement** | 8.4 (307 reviews) | Not enough data | 

#### Support Automation

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Intelligent Routing** | 8.4 (388 reviews) | Not enough data | 
| **Seamless Escalation** | 8.4 (408 reviews) | Not enough data | 
| **Transcripts** | 8.3 (373 reviews) | Not enough data | 
| **Self-Serve Support** | 8.2 (314 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 7.4 (207 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (203 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 1885 |
| **Zoho Desk** | 8.5/10 | 3382 |

#### Generative AI

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 7.8 (116 reviews) | 7.9 (175 reviews) | 
| **AI Text Summarization** | 7.9 (114 reviews) | 8.0 (177 reviews) | 
| **AI Text-to-Speech** | 7.6 (113 reviews) | Feature Not Available | 

#### Communication

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Pop-up Chat** | 8.8 (583 reviews) ✓ Verified | 8.8 (719 reviews) ✓ Verified | 
| **Notifications** | 8.7 (601 reviews) ✓ Verified | 8.7 (760 reviews) ✓ Verified | 
| **Targeted Emails** | 8.7 (494 reviews) ✓ Verified | 8.6 (659 reviews) | 
| **In-App Messaging** | 8.5 (199 reviews) | 8.6 (632 reviews) ✓ Verified | 
| **Co-Browsing** | 8.2 (202 reviews) | 8.3 (356 reviews) | 

####  Internal Use

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Customization ** | 8.1 (1661 reviews) ✓ Verified | 8.2 (2759 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.6 (203 reviews) | Feature Not Available | 
| **Lead Development** | 8.2 (186 reviews) | 8.4 (455 reviews) | 
| **Knowledge Base** | 8.8 (558 reviews) ✓ Verified | 8.7 (714 reviews) ✓ Verified | 
| **Team Inbox ** | 8.8 (519 reviews) ✓ Verified | 8.7 (693 reviews) ✓ Verified | 
| **Customer Profiles** | 8.6 (547 reviews) ✓ Verified | 8.6 (707 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 1122 |
| **Zoho Desk** | 8.0/10 | 1874 |

#### Generative AI

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **AI Text Summarization** | 7.9 (139 reviews) | 7.7 (422 reviews) | 

#### Self-Service Experience

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Knowledge Base** | 8.7 (959 reviews) | 8.5 (1513 reviews) | 
| **Searchable Articles** | 8.6 (911 reviews) | 8.4 (1470 reviews) | 
| **Community Forums** | 8.3 (682 reviews) | 8.1 (1277 reviews) | 
| **Mobile Optimization** | 8.2 (238 reviews) | 8.1 (770 reviews) | 
| **Personalization** | 8.4 (255 reviews) | 8.2 (815 reviews) | 

#### Self-Service Platform

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Branding** | 8.5 (253 reviews) | 8.3 (841 reviews) | 
| **Automation** | 8.6 (260 reviews) | 8.3 (818 reviews) | 
| **Artificial Intelligence** | 8.0 (220 reviews) | 7.8 (731 reviews) | 
| **Integrations** | 8.4 (237 reviews) | 8.2 (766 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | 7.7 (16 reviews) | 7.7 (79 reviews) | 
| **Multi-step Planning** | 7.7 (15 reviews) | 7.7 (80 reviews) | 
| **Cross-system Integration** | 7.9 (16 reviews) | 7.9 (79 reviews) | 
| **Adaptive Learning** | 7.7 (17 reviews) | 7.8 (84 reviews) | 
| **Natural Language Interaction** | 7.6 (17 reviews) | 7.8 (82 reviews) | 
| **Proactive Assistance** | 7.6 (16 reviews) | 7.8 (80 reviews) | 
| **Decision Making** | 7.8 (16 reviews) | 7.7 (84 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.7/10 | 531 |
| **Zoho Desk** | 8.7/10 | 756 |

#### Generative AI

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 8.2 (79 reviews) | 8.2 (121 reviews) | 
| **AI Text Summarization** | 8.0 (79 reviews) | 8.1 (118 reviews) | 

#### Process

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Mentions** | 8.6 (162 reviews) | 8.7 (491 reviews) | 
| **Tickets** | 9.3 (484 reviews) | 9.0 (638 reviews) | 
| **Macros** | 8.6 (371 reviews) | 8.5 (490 reviews) | 

#### Channels

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Email** | 9.2 (479 reviews) | 9.0 (627 reviews) | 
| **Social** | 8.7 (415 reviews) | 8.5 (545 reviews) | 
| **Live Chat** | 8.8 (376 reviews) | 8.7 (516 reviews) | 
| **Phone** | 8.5 (340 reviews) | 8.6 (459 reviews) | 
| **Text** | 8.3 (58 reviews) | 8.8 (485 reviews) | 

#### Insight

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Surveys** | 8.6 (382 reviews) | 8.7 (494 reviews) | 
| **Reporting** | 8.7 (169 reviews) | 8.9 (546 reviews) | 
| **Visitor Activity** | 8.6 (373 reviews) | 8.8 (516 reviews) | 
| **Help Desk** | 9.1 (445 reviews) | 9.0 (591 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 7.7/10 | 91 |
| **Zoho Desk** | 7.7/10 | 190 |

#### Generative AI

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 7.8 (87 reviews) | 7.7 (186 reviews) | 
| **AI Text Summarization** | 7.7 (85 reviews) | 7.7 (185 reviews) | 

### Google Workspace for Sales

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Zoho Desk** | 7.3/10 | 7 |

#### Agentic AI - Google Workspace for Sales

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.2 (6 reviews) | 
| **Multi-step Planning** | Not enough data | 7.5 (6 reviews) | 
| **Cross-system Integration** | Not enough data | 6.9 (6 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.9 (6 reviews) | 
| **Proactive Assistance** | Not enough data | 7.2 (6 reviews) | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 14 |
| **Zoho Desk** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Automated Ticket Resolution** | 8.9 (9 reviews) | Not enough data | 
| **Contextual Response Generation** | 8.5 (9 reviews) | Not enough data | 
| **Sentiment Analysis** | 8.3 (9 reviews) | Not enough data | 
| **Knowledge Base Utilization** | 8.5 (9 reviews) | Not enough data | 
| **Multilingual Support** | 8.0 (9 reviews) | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Proactive Customer Outreach** | 8.0 (9 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (10 reviews) | Not enough data | 
| **Escalation Handling** | 8.7 (10 reviews) | Not enough data | 
| **Workflow Optimization** | 8.5 (10 reviews) | Not enough data | 

#### Automation

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Customer Interaction Automation** | 9.3 (9 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (9 reviews) | Not enough data | 
| **Document Processing** | 9.1 (9 reviews) | Not enough data | 

#### Autonomy

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Independent Decision Making** | 6.9 (9 reviews) | Not enough data | 
| **Adaptive Responses** | 8.3 (9 reviews) | Not enough data | 
| **Task Execution** | 8.3 (9 reviews) | Not enough data | 
| **Problem Solving** | 8.0 (9 reviews) | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Freshdesk | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (8):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Help Desk Software](https://www.g2.com/categories/help-desk), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Freshdesk (2):** [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox)

**Unique to Zoho Desk (2):** [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Google Workspace for Sales Software](https://www.g2.com/categories/google-workspace-for-sales)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshdesk | Zoho Desk | 
|---|---|---|
| **Small-Business** | 48.6% | 72.8% | 
| **Mid-Market** | 39.7% | 23.6% | 
| **Enterprise** | 11.6% | 3.6% | 

### By Industry

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.8%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.8%
- **Retail:** 3.2%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.6%

#### Zoho Desk

- **Information Technology and Services:** 17.9%
- **Computer Software:** 10.7%
- **Computer & Network Security:** 4.2%
- **Financial Services:** 3.6%
- **Retail:** 3.5%
- **Telecommunications:** 2.9%
- **Marketing and Advertising:** 2.6%
- **Education Management:** 2.5%
- **Accounting:** 2.2%
- **Consumer Services:** 2.2%
- **Other:** 47.8%

---
## Alternatives

### Alternatives to Freshdesk

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2463 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7327 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1905 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1112 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (560 reviews)

### Alternatives to Zoho Desk

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7327 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2463 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) — 4.5/5 stars (137 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (427 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.4/5 stars (806 reviews)

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## Top Discussions

### Freshdesk

- Title: [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) — 4 comments, 1 upvote
  > **Top comment:** "It is a helpdesk platform."
- Title: [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) — 3 comments
  > **Top comment:** "yes"
- Title: [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) — 3 comments, 1 upvote
  > **Top comment:** "Freshdesk is a Helpdesk web based Software as a Service product.  It has many features which include helpdesk, chat, service desk, etc."
- Title: [Can we expect Instagram integration in Freshdesk soon ?](https://www.g2.com/discussions/31784-can-we-expect-instagram-integration-in-freshdesk-soon) — 2 comments, 1 upvote
  > **Top comment:** "Please check support answer to similar questions:

https://support.freshdesk.com/support/discussions/topics/308279"
- Title: [How can Integrate FreashDesk with Zoho Books](https://www.g2.com/discussions/how-can-integrate-freashdesk-with-zoho-books) — 2 comments, 1 upvote
  > **Top comment:** "You can use Zapier to connect the systems.
For example, create a Zap that is triggered by a ticket update in Freshdesk. When the ticket is 'closed' to then..."

### Zoho Desk

- Title: [Where do I find training VDO?](https://www.g2.com/discussions/where-do-i-find-training-vdo) — 3 comments, 1 upvote
  > **Top comment:** "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."
- Title: [how do i use chat](https://www.g2.com/discussions/how-do-i-use-chat) — 2 comments, 1 upvote
  > **Top comment:** "What chat are you speaking of?"
- Title: [Is it possible for you to make integration with G suite a breeze?](https://www.g2.com/discussions/12317-is-it-possible-for-you-to-make-integration-with-g-suite-a-breeze) — 2 comments, 1 upvote
  > **Top comment:** "OWNER"
- Title: [How is Zoho Desk enhancing customer service management in diverse business sectors?](https://www.g2.com/discussions/how-is-zoho-desk-enhancing-customer-service-management-in-diverse-business-sectors) — 1 comment, 1 upvote
  > **Top comment:** "Zoho Desk is basically there to stop customer support from being a total mess. Instead of having messages coming in from emails, chats, social media, and..."
- Title: [How does Zoho Desk streamline customer service operations for businesses of all sizes?](https://www.g2.com/discussions/how-does-zoho-desk-streamline-customer-service-operations-for-businesses-of-all-sizes) — 1 comment, 1 upvote
  > **Top comment:** "Zoho Desk integrates with various communication channels, including email, chat, phone, social media, and web forms. This allows businesses to consolidate..."

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**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshdesk-vs-zoho-desk)