Compare Freshdesk and Zoho Desk 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Small-Business (72.8% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
$0.00
Freshdesk
Star Rating
(3,717)4.4 out of 5
Market Segments
Small-Business (48.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansZoho Desk
Star Rating
(7,444)4.4 out of 5
Market Segments
Small-Business (72.8% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in its automation capabilities, allowing teams to streamline tasks effectively. Users appreciate how this feature helps free up agents to focus on delivering exceptional customer service, enhancing overall productivity.
- Users say that Zoho Desk stands out for its user-friendly interface, particularly the drag-and-drop functionality, which significantly reduces the time spent on organizing tickets. This ease of use is frequently highlighted as a major advantage, making it accessible for teams of all sizes.
- According to verified reviews, Freshdesk is praised for its intuitive design that simplifies navigation for both agents and end users. Reviewers mention that the platform centralizes support requests effectively, which contributes to a more organized workflow.
- Reviewers mention that Zoho Desk offers a variety of ticket management options, such as linking and holding tickets, which helps users manage their workflows more efficiently. This flexibility is particularly beneficial for teams handling multiple threads of communication.
- G2 reviewers highlight that Freshdesk's quick implementation process is a significant advantage, with many users noting the straightforward onboarding experience. This allows teams to get up and running with minimal disruption, which is crucial for maintaining service levels.
- Users report that while both platforms have similar star ratings, Zoho Desk's higher G2 Score reflects a stronger overall user satisfaction, particularly in areas like reporting and performance monitoring. Reviewers appreciate the detailed insights that help them track and improve their customer service processes.
Pricing
Entry-Level Pricing
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
Zoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
Freshdesk
Free Trial is available
Zoho Desk
Free Trial is available
Ratings
Meets Requirements
8.6
3,257
8.7
5,965
Ease of Use
8.9
3,279
8.5
6,045
Ease of Setup
8.6
2,336
8.1
5,318
Ease of Admin
8.7
2,198
8.3
4,925
Quality of Support
8.7
3,154
8.3
5,361
Has the product been a good partner in doing business?
8.8
2,121
8.4
4,453
Product Direction (% positive)
8.8
3,229
8.9
5,715
Features by Category
Ticket and Case Management
8.9
2238
|
Verified
8.6
3440
|
Verified
8.8
2254
|
Verified
8.5
3355
|
Verified
8.5
2179
|
Verified
8.3
3163
|
Verified
8.5
2058
|
Verified
8.3
2951
|
Verified
8.3
1807
|
Verified
8.2
2679
|
Verified
8.5
2089
|
Verified
8.4
2916
|
Verified
8.7
2018
|
Verified
8.5
2932
|
Verified
8.3
1372
|
Verified
8.3
2525
|
Verified
Generative AI
7.3
328
7.4
967
7.4
324
7.4
953
Agentic AI - Help Desk
7.1
58
7.1
357
6.8
57
7.1
360
7.2
56
7.2
358
Communication Channels
8.6
1925
|
Verified
8.3
2876
|
Verified
8.9
2087
|
Verified
8.6
3117
|
Verified
8.4
1313
|
Verified
8.2
2419
|
Verified
8.0
1190
|
Verified
8.0
2162
|
Verified
7.9
935
|
Verified
7.8
1923
|
Verified
Platform
8.1
1156
|
Verified
8.1
2306
|
Verified
8.1
1658
|
Verified
8.2
2750
|
Verified
8.6
1548
|
Verified
8.4
2853
|
Verified
8.3
1149
|
Verified
8.2
2313
|
Verified
8.0
1875
|
Verified
8.2
2832
|
Verified
8.3
1962
|
Verified
8.4
2979
|
Verified
Administration
Not enough data
8.2
345
Not enough data
8.2
343
Not enough data
8.4
346
Knowledge Management
Not enough data
8.6
325
Not enough data
8.2
316
Not enough data
8.2
322
Compliance
Not enough data
8.4
338
Not enough data
8.3
335
Not enough data
8.2
337
Not enough data
8.1
335
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
337
Not enough data
8.1
331
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
8.4
358
8.2
579
8.0
334
8.0
556
7.5
323
Feature Not Available
Design
8.2
331
7.9
545
7.8
335
7.7
554
8.3
355
8.1
551
8.3
344
8.1
547
8.4
332
8.1
531
Generative AI
7.7
263
7.5
426
7.7
263
7.5
419
Usability
8.8
264
8.3
448
8.7
260
8.3
442
8.8
252
8.3
434
Reporting
8.6
246
8.3
431
8.5
242
8.2
416
8.6
254
8.3
423
Generative AI
7.5
179
7.7
329
7.6
179
7.8
324
Conversational Platform
8.3
432
Not enough data
8.3
378
Not enough data
8.3
371
Not enough data
8.4
307
Not enough data
Support Automation
8.4
388
Not enough data
8.4
408
Not enough data
8.3
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
207
Not enough data
7.4
203
Not enough data
Generative AI
7.8
116
7.9
175
7.9
114
8.0
177
7.6
113
Feature Not Available
Communication
8.8
584
|
Verified
8.8
718
|
Verified
8.7
600
|
Verified
8.7
759
|
Verified
8.7
494
|
Verified
8.6
658
8.5
199
8.6
631
|
Verified
8.2
202
8.3
355
Internal Use
8.1
1658
|
Verified
8.2
2750
|
Verified
8.6
203
Feature Not Available
8.2
186
8.4
455
8.8
558
|
Verified
8.7
714
|
Verified
8.8
518
|
Verified
8.6
692
|
Verified
8.6
546
|
Verified
8.6
707
|
Verified
Generative AI
7.9
140
7.7
423
Self-Service Experience
8.7
960
8.5
1514
8.6
912
8.4
1472
8.3
684
8.1
1279
8.2
239
8.1
772
8.4
257
8.2
817
Self-Service Platform
8.5
253
8.3
843
8.7
261
8.3
819
8.0
222
7.8
732
8.5
238
8.2
767
Agentic AI - Customer Self-Service
7.7
16
7.7
79
7.7
15
7.7
80
7.9
16
7.9
79
7.7
17
7.8
84
7.6
17
7.8
82
7.6
16
7.8
80
7.8
16
7.7
83
Generative AI
8.2(tied score)
79
8.2(tied score)
119
8.0
79
8.1(won by 0.1)
117
Process
8.6
162
8.7(won by 0.1)
491
9.3(won by 0.3)
484
9.0
638
8.6(won by 0.1)
371
8.5
490
Channels
9.2(won by 0.2)
479
9.0
627
8.7(won by 0.2)
415
8.5
545
8.8(won by 0.1)
376
8.7
516
8.5
340
8.6(won by 0.1)
459
8.3
58
8.8(won by 0.5)
485
Insight
8.6
382
8.7(won by 0.1)
494
8.7
169
8.9(won by 0.2)
546
8.6
373
8.8(won by 0.2)
516
9.1(won by 0.1)
445
9.0
591
Generative AI
7.8
86
7.7
185
7.7
85
7.7
184
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
Customer Query Resolution - AI Customer Support Agents
8.9
9
Not enough data
8.5
9
Not enough data
8.3
9
Not enough data
8.5
9
Not enough data
8.0
9
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.0
9
Not enough data
8.7
10
Not enough data
8.7
10
Not enough data
8.5
10
Not enough data
Automation
9.3
9
Not enough data
8.7
9
Not enough data
9.1
9
Not enough data
Autonomy
6.9
9
Not enough data
8.3
9
Not enough data
8.3
9
Not enough data
8.0
9
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
Freshdesk and Zoho Desk are categorized as AI Customer Support Agents, Digital Customer Service Platforms, Help Desk, Complaint Management, Customer Communications Management, Social Customer Service, Live Chat, and Customer Self-Service
Unique Categories
Freshdesk is categorized as Conversational Support and Shared Inbox
Zoho Desk is categorized as Contact Center Knowledge Base and Google Workspace for Sales
Reviews
Reviewers' Company Size
Freshdesk
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
17.0%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.2%
Information Technology and Services
17.8%
Computer Software
10.7%
Computer & Network Security
4.1%
Financial Services
3.6%
Retail
3.5%
Other
60.1%
Alternatives
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
Where do I find training VDO?
3 Comments
TW
I agree with you. VOD training is essential for fast implementation and developing "best practice" for your Desk software. I'm sure you have already...Read more
Is it possible for you to make integration with G suite a breeze?
2 Comments
PS
Hi Daniel,
Here are the steps to configure email forwarding from Gsuite to Zoho Desk:
Sign in to the Google Admin Console.
Click Apps, then click G...Read more
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