Freshdesk vs. Zoho Desk

I believe Freshdesk is well-suited for companies that manage multiple accounts, such as those in the Business Process Outsourcing industry. It has all the necessary capabilities, such as ticket management that uses omnichannel to receive ticket requests from service requests (managed internally) in the system, emails, etc. There are also several workflow automations that can be built within the platform/system. What is lacking is the API documentation, which limits the possibilities for further automations. Overall, it is a highly recommended tool for managing employee productivity and timeliness.

Incentivized

Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy.

Incentivized

• No prior experience with similar platforms is required to use Freshdesk. I found its interface to be quite intuitive, at least for the end user.
• It's easy to connect with other platforms, so you can sync and manage data from other platforms because the integrations work correctly.
• Freshdesk's technical support is quite responsive, with short and effective response times. They have easily handled my questions and issues.
• It has tools for customizing automated chats, answering frequently asked questions before transferring to an agent. Its configuration is extensive and highly customizable.

Incentivized

• It provides a simple widget code with a few clicks once you decide to integrate it with your website or application.
• There is a very user friendly dedicated mobile application for Zoho Desk for Android and IOS devices.
• You can easily track all of your tickets and agents from the dashboard interface.
• You can insert tags with each ticket to group them into specific categories for analysis and troubleshooting.

Incentivized

• Freshdesk is buggy, full stop. I don't know how many support tickets I submitted related to user login.
• There can be a language barrier with support and sales.
• There were a couple of hours-long outages that significantly impacted my company's customer experience.

Incentivized

• The biggest drawback that I am facing while using the platform is that their ticketing system is not that great [in my opinion]. It does not give us the option to add sales tax and other charges in the invoices which leads to a big problem for us.
• [I feel] its customer support needs improvement.

Incentivized

New support agents can learn the system quickly, minimizing training time and maximizing productivity from day one. Agents are more willing to use a system that is simple, reducing resistance to change and ensuring all interactions are logged (a common problem with complex systems). The platform is known for being easy to set up and customize, allowing teams (especially smaller ones) to get started with minimal technical expertise.The platform makes it easy to set and monitor Service Level Agreements (SLAs), ensuring customers get timely responses and helping managers enforce performance standards.

Incentivized

Freshdesk is extremely easy to use as implemented it on our own with average technical skills. A lot of the options are straightforward and Freshdesk provides easy-to-understand explanations for some of the more complex-sounding ones. We recently onboarded new specialists and they were able to learn Freshdesk with minimal training.

Incentivized

I give [Zoho Desk] [an] overall usability score of 9. This is partly due to the search functionality needs improvement. There are several times where I am left unable to find a ticket and have to generate a new one. I am hoping in the future that they will make some changes!

Incentivized

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.

Incentivized

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.

Incentivized

Because I never worked with a company that responds so quickly to their customer! They are always fast at responding and very open to new ideas and quickly turning them around to include them in future releases. They walk us through when we need assistance and are very good at communicating. Overall top notch support

Incentivized

As Zoho Support is based in a different timezone to ours it can be an issue that we cannot get an immediate response to an issue. But I will say that once their Support is in the office they are fairly good to respond. they have resolved almost all issues I have told them about, but Zoho have also made system changes and not communicated these beforehand which means we are faced with something new and cannot get support on this until their support team is in the office

Incentivized

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.

Incentivized

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.

Incentivized

Was a fairly quick implementation for us. However, we are only doing email integration and not some of the more complex integrations that are possible. One clarification on an earlier question. I selected that Freshdesk doesn't have a given feature, but this is not true. I selected this because there wasn't a selection for I don't use the feature. This is a weakness in the survey.

Incentivized

Compared to Crisp, Freshdesk offers much more organization and is just much more helpful when it comes to having more than one region/team. Not that Crisp is bad, but with Freshdesk, internal communication and collaboration are much easier, which was quite important for our team to grow.

Incentivized

We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to. FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers.

Incentivized

I was not very involved with the purchase/contract (my company purchased Fresjdesk before I was brought on), but I will say that pricing per agent made it difficult to grow our support team. Additionally, we were kind of disappointed after our upgrade because it didn't solve our pain points as much as we expected.

Incentivized

My company had Freshdesk agents from support and success. It's generally difficult to customize permissions for different agent "roles." We were a fully distributed company, so "multiple sites" doesn't apply to us. We found Freshdesk features lacking as we grew our customer base, and adding agents wasn't easy because price steeply increases with number of agents.

Incentivized

- good customer support

- personal contact

- usage limited to basic product features, individually designed solutions seem unlikely

Incentivized

• Increased response times - Client Success maintains at 98% SLA for resolution
• Categorization of feedback and issues - custom ticket fields make it easier for us to review why clients contact us on a high level
• Standardization of internal procedures via templates, canned responses and automations

Incentivized

• 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.

Incentivized