What users are saying about
Top Rated
265 Ratings
27 Ratings
Top Rated
265 Ratings
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Score 8.3 out of 100
27 Ratings
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Score 9.2 out of 100

Feature Set Ratings

    Incident and problem management

    8.7

    Freshdesk

    87%

    Zendesk Guide

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 6/6 features

    Organize and prioritize service tickets

    9.0
    90%
    4 Ratings
    N/A
    0 Ratings

    Expert directory

    8.4
    84%
    3 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    8.4
    84%
    3 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    7.6
    76%
    4 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    9.3
    93%
    4 Ratings
    N/A
    0 Ratings

    Ticket response

    9.7
    97%
    3 Ratings
    N/A
    0 Ratings

    Self Help Community

    8.3

    Freshdesk

    83%

    Zendesk Guide

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 2/2 features

    External knowledge base

    8.7
    87%
    3 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    7.9
    79%
    4 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    7.4

    Freshdesk

    74%

    Zendesk Guide

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 5/5 features

    Customer portal

    8.4
    84%
    3 Ratings
    N/A
    0 Ratings

    IVR

    3.0
    30%
    1 Rating
    N/A
    0 Ratings

    Social integration

    7.6
    76%
    2 Ratings
    N/A
    0 Ratings

    Email support

    9.8
    98%
    4 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    8.3
    83%
    4 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Freshdesk is rated higher in 1 area: Support Rating
    • Zendesk Guide is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.1

    Freshdesk

    81%
    70 Ratings
    9.3

    Zendesk Guide

    93%
    5 Ratings

    Likelihood to Renew

    10.0

    Freshdesk

    100%
    4 Ratings

    Zendesk Guide

    N/A
    0 Ratings

    Usability

    8.4

    Freshdesk

    84%
    22 Ratings

    Zendesk Guide

    N/A
    0 Ratings

    Support Rating

    8.5

    Freshdesk

    85%
    25 Ratings
    8.0

    Zendesk Guide

    80%
    4 Ratings

    Implementation Rating

    10.0

    Freshdesk

    100%
    2 Ratings

    Zendesk Guide

    N/A
    0 Ratings

    Likelihood to Recommend

    Freshdesk

    It is well suited for a company who needs to provide an enhanced service desk ticketing system. They are scalable to accomodate from small to large scale businesses. Also their product is ready to use right away with very little customizing. There are many integrations that are apart of the system and compliment well
    Anonymous | TrustRadius Reviewer

    Zendesk Guide

    In our company, we host our benefit articles based on country on our Zendesk Guide. However, these articles should not be seen by employees that are outside their respective article country. For example, an employee that is based in Thailand shouldn't be seeing Malaysia benefits article as employees might compared benefits. With Zendesk Guide, the system allow us to set the configuration of the article so it is only visible Thailand-based employees, and for Malaysia article, only Malaysia-based employees
    Anonymous | TrustRadius Reviewer

    Pros

    Freshdesk

    • Freshdesk has enough options to deal with the engagement operations that are collected through the chosen channels. For example, it is easy to compare through analytics tables the engagement achieved in certain social networks and then create commercial strategies in the networks with the best results.
    • Freshdesk has a very high level of interoperability with customer relationship management platforms, so that through its API it is possible to incorporate sales functions or work with customers, so that the management is a little apart from technical assistance without problems.
    • It is easy to save the information of each problem that is solved for the buyers of our products, and in case we communicate with them again, the data stored on these interactions are accessible to review their history, and thus better orientate the type of solutions that can or cannot be offered to them.
    Maria Wiley | TrustRadius Reviewer

    Zendesk Guide

    • Logs all ticket details
    • Monitors ever customer interaction
    • Easy to learn and maneuver
    Sereta Robinson | TrustRadius Reviewer

    Cons

    Freshdesk

    • Reporting is a bit awkward sometimes, but you can level up for better reporting
    • The client onboarding to get them user accounts isn't always clearly defined
    • There are a lot of features many we didn't use, would have been nice to have more granular control over that to adjust our pricing
    John Reitz | TrustRadius Reviewer

    Zendesk Guide

    • Some improvement needed to reviewing articles, as we can't do the reviews in the same place where we write and publish the article.
    • Central KBs need to support version history, which some time lacks to give track of multiple review.
    Sandeep Singh | TrustRadius Reviewer

    Pricing Details

    Freshdesk

    General

    Free Trial
    Yes
    Free/Freemium Version
    Yes
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    No

    Starting Price

    $0 Up to 10 agents per user

    Freshdesk Editions & Modules

    Edition
    Pro$491
    Free$02
    Growth$153
    Enterprise$693
    1. per month per agent
    2. Up to 10 agents
    3. per month per agent
    Additional Pricing Details

    Zendesk Guide

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    Zendesk Guide Editions & Modules

    Additional Pricing Details

    Likelihood to Renew

    Freshdesk

    Freshdesk 10.0
    Based on 4 answers
    Freshdesk is feature rich and easy to use. The setup is intuitive and can integrate with Google, so we do not need to create accounts for new employees. The first time an employee needs to create a ticket they login with their Google account and the Freshdesk account is automatically generated
    Jeffery Albertson | TrustRadius Reviewer

    Zendesk Guide

    No score
    No answers yet
    No answers on this topic

    Usability

    Freshdesk

    Freshdesk 8.4
    Based on 22 answers
    Freshdesk equips the sales team with the most enhanced communication capabilities and features that are responsible for delivering high level of customer support. Freshdesk has multiple-channel support that enables the customer care agents to broaden their reach and streamline ticket delivery. It is designed to provide maximum collaboration to internal teams giving them options to split a ticket into smaller tickets.
    Elizabeth Cassidy | TrustRadius Reviewer

    Zendesk Guide

    No score
    No answers yet
    No answers on this topic

    Support Rating

    Freshdesk

    Freshdesk 8.5
    Based on 25 answers
    Support has been good the few times we have needed it, but most of our issues have been easily resolved by using the support documentation. We used guides starting out getting everything ready for the first use and it was smooth sailing. For contacting the support team, responses have been quick and accurate.
    Anonymous | TrustRadius Reviewer

    Zendesk Guide

    Zendesk Guide 8.0
    Based on 4 answers
    The support is good but can sometime be frustrating to get a quick answer. We end up being sent articles that don't answer the question and then we have to go back and try again
    Shea Mworia | TrustRadius Reviewer

    Implementation Rating

    Freshdesk

    Freshdesk 10.0
    Based on 2 answers
    No, it is easy to do
    Victor Vũ | TrustRadius Reviewer

    Zendesk Guide

    No score
    No answers yet
    No answers on this topic

    Alternatives Considered

    Freshdesk

    ManageEngine was our first customer support ticketing system we implemented (instead of using a massive Excel file) - it vastly improved our ability to engage with customers, but we quickly outgrew it's feature-set and needing a solution that would continue to grow with us. Salesforce was difficult at best during our time using it - felt like we were told of the amazing things it could do, and upon purchase were sent a bunch of building blocks that we were expected to build ourselves - between Salesforce costs and third-party programming to get it to do what we needed to, Salesforce was not around for long (the 7% year after year increases were also a deal breaker).We picked Freshdesk because it offered a modern solution for a price that we were very happy with. We did compare it to Zendesk, but at the time of purchase several years ago, we were hearing better reviews of a relative new system of Freshdesk, so went with them. So far it has been a good investment, minus the occasional hiccups and quality of life issues.
    Anonymous | TrustRadius Reviewer

    Zendesk Guide

    It was integrated with our Zendesk help desk, and was reasonable in price.
    Vincent Frisina | TrustRadius Reviewer

    Return on Investment

    Freshdesk

    • The value provided by Freshdesk is better than the competitors we considered when looking at cost vs features
    • We migrated to Freshdesk from another similar platform and found that the UX/UI was easier to navigate and required less clicks to close out a support request, these clicks add up over time and allowed us to process more tickets in a given day without growing out team.
    Anonymous | TrustRadius Reviewer

    Zendesk Guide

    • Increase employee knowledge.
    • Encourage self-service behavior.
    • Reduce requester (employee) wait time as they find an answer on their own.
    • Reduce the number of tickets created for agent.
    Anonymous | TrustRadius Reviewer

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