What users are saying about
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Top Rated
351 Ratings
Top Rated
853 Ratings

Freshdesk

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Top Rated
351 Ratings
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Score 8.5 out of 100
Top Rated
853 Ratings
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Score 8 out of 100

Feature Set Ratings

  • Freshdesk ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

8.4

Freshdesk

84%
6.7

Zendesk Support Suite

67%
Freshdesk ranks higher in 6/6 features

Organize and prioritize service tickets

8.7
87%
60 Ratings
7.0
70%
88 Ratings

Expert directory

7.8
78%
43 Ratings
5.7
57%
55 Ratings

Subscription-based notifications

8.4
84%
3 Ratings
5.7
57%
62 Ratings

ITSM collaboration and documentation

7.6
76%
4 Ratings
6.1
61%
58 Ratings

Ticket creation and submission

8.9
89%
61 Ratings
7.9
79%
89 Ratings

Ticket response

8.8
88%
61 Ratings
7.6
76%
88 Ratings

Self Help Community

8.1

Freshdesk

81%
6.4

Zendesk Support Suite

64%
Freshdesk ranks higher in 2/2 features

External knowledge base

7.8
78%
52 Ratings
6.5
65%
75 Ratings

Internal knowledge base

8.4
84%
53 Ratings
6.3
63%
70 Ratings

Multi-Channel Help

8.2

Freshdesk

82%
6.3

Zendesk Support Suite

63%
Freshdesk ranks higher in 5/5 features

Customer portal

8.4
84%
52 Ratings
6.4
64%
69 Ratings

IVR

8.2
82%
21 Ratings
4.8
48%
29 Ratings

Social integration

7.9
79%
37 Ratings
6.4
64%
54 Ratings

Email support

8.9
89%
60 Ratings
7.3
73%
85 Ratings

Help Desk CRM integration

7.6
76%
38 Ratings
6.7
67%
64 Ratings

Attribute Ratings

  • Freshdesk is rated higher in 3 areas: Likelihood to Recommend, Availability, Support Rating
  • Zendesk Support Suite is rated higher in 7 areas: Likelihood to Renew, Usability, Performance, In-Person Training, Online Training, Implementation Rating, Configurability

Likelihood to Recommend

8.4

Freshdesk

84%
131 Ratings
6.9

Zendesk Support Suite

69%
127 Ratings

Likelihood to Renew

7.5

Freshdesk

75%
8 Ratings
10.0

Zendesk Support Suite

100%
39 Ratings

Usability

8.6

Freshdesk

86%
29 Ratings
9.9

Zendesk Support Suite

99%
19 Ratings

Availability

9.2

Freshdesk

92%
2 Ratings
8.6

Zendesk Support Suite

86%
26 Ratings

Performance

7.3

Freshdesk

73%
2 Ratings
8.0

Zendesk Support Suite

80%
20 Ratings

Support Rating

8.7

Freshdesk

87%
32 Ratings
8.3

Zendesk Support Suite

83%
49 Ratings

In-Person Training

8.2

Freshdesk

82%
1 Rating
10.0

Zendesk Support Suite

100%
1 Rating

Online Training

7.3

Freshdesk

73%
1 Rating
7.9

Zendesk Support Suite

79%
9 Ratings

Implementation Rating

8.7

Freshdesk

87%
60 Ratings
9.0

Zendesk Support Suite

90%
35 Ratings

Configurability

9.2

Freshdesk

92%
4 Ratings
9.3

Zendesk Support Suite

93%
3 Ratings

Contract Terms and Pricing Model

9.2

Freshdesk

92%
2 Ratings

Zendesk Support Suite

N/A
0 Ratings

Ease of integration

8.2

Freshdesk

82%
2 Ratings

Zendesk Support Suite

N/A
0 Ratings

Product Scalability

9.2

Freshdesk

92%
2 Ratings

Zendesk Support Suite

N/A
0 Ratings

Vendor post-sale

8.2

Freshdesk

82%
2 Ratings

Zendesk Support Suite

N/A
0 Ratings

Vendor pre-sale

7.3

Freshdesk

73%
2 Ratings

Zendesk Support Suite

N/A
0 Ratings

Likelihood to Recommend

Freshworks Inc

Freshdesk works great when it comes to ticket escalation and moving the request from queue to queue. We have different support tiers as well as different levels of urgency that we assign to tickets. Having the option to move those tickets across different support queues that are assigned to various representatives is a must have for us. We also have queues assigned to our various teams (support, product, account management, development, etc.) since not all tickets end up being support related.
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Zendesk

Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
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Pros

Freshworks Inc

  • Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
  • Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
  • There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
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Zendesk

  • Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
  • Zendesk makes it easy for users to indicate if they are available to respond or not.
  • Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!
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Cons

Freshworks Inc

  • To be honest I never noticed any
  • It was smooth for me but one thing I found an issue for me as a developer I was required to send code sometimes but due to Freshdesk internal security scanning it was not allowing me to do so.
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Zendesk

  • Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
  • Provide a way for Suspended tickets (created by emails from non-users) to be better managed
  • Set a timer for tickets to reopen on a more individual ticket basis.
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Pricing Details

Freshdesk

Starting Price

$0 Up to 10 agents per user

Editions & Modules

Freshdesk editions and modules pricing
EditionModules
Pro$491
Free$02
Growth$153
Enterprise$694

Footnotes

  1. per month per agent
  2. Up to 10 agents
  3. per month per agent
  4. per month per agent

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Pricing Info

Zendesk Support Suite

Starting Price

$19 per agent/month billed annually

Editions & Modules

Zendesk Support Suite editions and modules pricing
EditionModules
Suite Team$49.001
Suite Growth$79.002
Suite Professional$99.003
Suite Enterprise$150.004
Additional Enterprise-Ready Plans, starting at...$215.005
Support Team (Foundational Support Only)$19.006

Footnotes

  1. per agent/month billed annually
  2. per agent/month billed annually
  3. per agent/month billed annually
  4. per agent/month billed annually
  5. per agent/month billed annually
  6. per agent/month billed annually

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Optional

Additional Details

Likelihood to Renew

Freshworks Inc

We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
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Zendesk

There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
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Usability

Freshworks Inc

I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
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Zendesk

As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
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Reliability and Availability

Freshworks Inc

I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
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Zendesk

In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
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Performance

Freshworks Inc

The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
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Zendesk

There has been minor performance degradation on a very few days out of the two years I have been using the product.
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Support Rating

Freshworks Inc

The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
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Zendesk

Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
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In-Person Training

Freshworks Inc

In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
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Zendesk

No answers on this topic

Online Training

Freshworks Inc

This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
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Zendesk

Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
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Implementation Rating

Freshworks Inc

For the three years of using and implementing Freshdesk in the company, it has progressed massively. I can still remember that the features it had before are nothing compared to now. It has a lot of app integration which makes system communications effective and easier. Everything in the business now complements Freshdesk. The processes and workflows we have is the best fit with Freshdesk.
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Zendesk

I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
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Alternatives Considered

Freshworks Inc

Freshdesk offers a free trial of 21 days and the onboarding is a very smooth process. It is comparatively cheaper than its competitors and the UX is far more simple than the other products in the market. Also, the customer support that we get post the purchase is brilliant and the available in-app integrations prove to be very efficient and helpful.
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Zendesk

I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.
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Contract Terms and Pricing Model

Freshworks Inc

The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
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Zendesk

No answers on this topic

Scalability

Freshworks Inc

The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
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Zendesk

No answers on this topic

Return on Investment

Freshworks Inc

  • Freshdesk has greatly reduced the time we spend assisting our customers by leveraging features such as canned replies and integrated support articles.
  • We've integrated automated alerts for support tickets which allow us to multitask - we focus on other issues and switch to providing support only when needed.
  • Our resolution time and turnaround time have decreased dramatically.
  • We are able to easily keep track of our support performance.
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Zendesk

  • The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
  • Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
  • Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
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