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

Freshdesk

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Top Rated
351 Ratings
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Score 8.5 out of 100
Top Rated
115 Ratings
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Score 9 out of 100

Feature Set Ratings

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

Incident and problem management

8.4

Freshdesk

84%
10.0

Zoho Desk

100%
Zoho Desk ranks higher in 6/6 features

Organize and prioritize service tickets

8.7
87%
60 Ratings
10.0
100%
1 Rating

Expert directory

7.8
78%
43 Ratings
10.0
100%
1 Rating

Subscription-based notifications

8.4
84%
3 Ratings
10.0
100%
1 Rating

ITSM collaboration and documentation

7.6
76%
4 Ratings
10.0
100%
1 Rating

Ticket creation and submission

8.9
89%
61 Ratings
10.0
100%
1 Rating

Ticket response

8.8
88%
61 Ratings
10.0
100%
1 Rating

Self Help Community

8.1

Freshdesk

81%
10.0

Zoho Desk

100%
Zoho Desk ranks higher in 2/2 features

External knowledge base

7.8
78%
52 Ratings
10.0
100%
1 Rating

Internal knowledge base

8.4
84%
53 Ratings
10.0
100%
1 Rating

Multi-Channel Help

8.2

Freshdesk

82%
10.0

Zoho Desk

100%
Zoho Desk ranks higher in 3/5 features

Customer portal

8.4
84%
52 Ratings
10.0
100%
1 Rating

IVR

8.2
82%
21 Ratings
N/A
0 Ratings

Social integration

7.9
79%
37 Ratings
N/A
0 Ratings

Email support

8.9
89%
60 Ratings
10.0
100%
1 Rating

Help Desk CRM integration

7.6
76%
38 Ratings
10.0
100%
1 Rating

Attribute Ratings

  • Freshdesk is rated higher in 1 area: Support Rating
  • Zoho Desk is rated higher in 2 areas: Likelihood to Recommend, Usability

Likelihood to Recommend

8.4

Freshdesk

84%
131 Ratings
8.7

Zoho Desk

87%
20 Ratings

Likelihood to Renew

7.5

Freshdesk

75%
8 Ratings

Zoho Desk

N/A
0 Ratings

Usability

8.6

Freshdesk

86%
29 Ratings
9.1

Zoho Desk

91%
12 Ratings

Availability

9.2

Freshdesk

92%
2 Ratings

Zoho Desk

N/A
0 Ratings

Performance

7.3

Freshdesk

73%
2 Ratings

Zoho Desk

N/A
0 Ratings

Support Rating

8.7

Freshdesk

87%
32 Ratings
7.9

Zoho Desk

79%
12 Ratings

In-Person Training

8.2

Freshdesk

82%
1 Rating

Zoho Desk

N/A
0 Ratings

Online Training

7.3

Freshdesk

73%
1 Rating

Zoho Desk

N/A
0 Ratings

Implementation Rating

8.7

Freshdesk

87%
60 Ratings

Zoho Desk

N/A
0 Ratings

Configurability

9.2

Freshdesk

92%
4 Ratings

Zoho Desk

N/A
0 Ratings

Contract Terms and Pricing Model

9.2

Freshdesk

92%
2 Ratings

Zoho Desk

N/A
0 Ratings

Ease of integration

8.2

Freshdesk

82%
2 Ratings

Zoho Desk

N/A
0 Ratings

Product Scalability

9.2

Freshdesk

92%
2 Ratings

Zoho Desk

N/A
0 Ratings

Vendor post-sale

8.2

Freshdesk

82%
2 Ratings

Zoho Desk

N/A
0 Ratings

Vendor pre-sale

7.3

Freshdesk

73%
2 Ratings

Zoho Desk

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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Zoho Corporation

The user friendly android and IOS applications are one of the best features of Zoho Desk although if you are expecting a Desktop application then you will be disappointed and will have to access it from your browser which can be slow sometimes, depending on your internet connection. The work flow of tickets submission either manually through the dashboard or mobile application, and tickets assignment to other agents along with tracking tickets and agents' performance is very easily executed with no issues being faced.
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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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Zoho Corporation

  • Report features give the all insights of the customer team and customer support which enables us to make changes according to it.
  • The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard.
  • I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module.
  • It is completely a feature rich platform.
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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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Zoho Corporation

  • When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome.
  • Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :)
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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

Zoho Desk

Starting Price

$0

Editions & Modules

Zoho Desk editions and modules pricing
EditionModules
Free01
Professional232
Enterprise403
Standard144

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Required

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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Zoho Corporation

No answers on this topic

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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Zoho Corporation

At times Zoho [Desk] can be a bit glitchy. It does not auto refresh on the ticketing system, and even f it tells you there is a new ticket clicking it does nothing and you need to refresh the page for it to work. We have found at times that is can become unresponsive, although this usually doesn't last for longer than 15-30 mins.
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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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Zoho Corporation

No answers on this topic

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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Zoho Corporation

No answers on this topic

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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Zoho Corporation

Zoho Desk has a technical team of professionals, who are well informed, and they know how to share the knowledge with the other players. Besides, they are competent in dealing with all kinds of customers, from divergent locations, and adopt their differences. Lastly, when called upon to solve an issue, they are quickly responsive.
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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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Zoho Corporation

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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Zoho Corporation

No answers on this topic

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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Zoho Corporation

No answers on this topic

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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Zoho Corporation

After trialing and using Zoho Desk, we decided to move onto another product. Zoho has many features that make it a great product, but ease and intuitiveness of use was lacking for us.
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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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Zoho Corporation

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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Zoho Corporation

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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Zoho Corporation

  • Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
  • By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
  • All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.
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Screenshots

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