What users are saying about
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Top Rated
140 Ratings
39 Ratings

Freshdesk

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Top Rated
140 Ratings
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Score 8.6 out of 101
39 Ratings
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Score 7.8 out of 101

Likelihood to Recommend

Freshdesk

It is well suited for organizations that are just looking for an easy to use helpdesk solution, without being too complicated to set up/manage. As it is a web-based cloud solution, there is also the benefit of the back-end of the program being managed by the vendor, so there is not a need for a Sys Admin to run this on a server and manage it. It is less suited for environments that are looking for a "complete" service desk system, which includes features such as asset tracking, inventorying, etc. Freshdesk is more of a basic service desk system, that contains most of what some organizations need for a basic helpdesk tracking solution.
No photo available

Zoho Desk

Desk is great where there is lots of back and forth between clients and your entire team. It allows anyone to jump in and fulfill a request, and to keep a record of it that anyone else can access going forward. It virtually eliminates email siloing by team members as well as keep analytics of responses and response times for KPIs and reviews.
No photo available

Feature Rating Comparison

Incident and problem management

Freshdesk
8.7
Zoho Desk
10.0
Organize and prioritize service tickets
Freshdesk
9.0
Zoho Desk
10.0
Expert directory
Freshdesk
8.4
Zoho Desk
10.0
Subscription-based notifications
Freshdesk
8.4
Zoho Desk
10.0
ITSM collaboration and documentation
Freshdesk
7.6
Zoho Desk
10.0
Ticket creation and submission
Freshdesk
9.3
Zoho Desk
10.0
Ticket response
Freshdesk
9.7
Zoho Desk
10.0

Self Help Community

Freshdesk
8.3
Zoho Desk
10.0
External knowledge base
Freshdesk
8.7
Zoho Desk
10.0
Internal knowledge base
Freshdesk
7.9
Zoho Desk
10.0

Multi-Channel Help

Freshdesk
7.4
Zoho Desk
10.0
Customer portal
Freshdesk
8.4
Zoho Desk
10.0
IVR
Freshdesk
3.0
Zoho Desk
Social integration
Freshdesk
7.6
Zoho Desk
Email support
Freshdesk
9.8
Zoho Desk
10.0
Help Desk CRM integration
Freshdesk
8.3
Zoho Desk
10.0

Pros

Freshdesk

  • The new interface is very clean and easy to navigate.
  • Awesome knowledgebase, free training and responsive support (even with a free plan) allow my team to spin up on the system without hours of internal training sessions.
  • Easily integrates with custom domains for seamless client experience.
  • Tagging and reassigning is easy.
  • Mobile apps work well and allow for easy use across multiple platforms (particularly useful when working remotely).
  • Lots of great features within the free plan.
  • The free plan allows for a fair amount of branding/customization of client portal.
Jennifer Hess profile photo

Zoho Desk

  • Give a basic ticketing platform to resolve queries received through the platform, email, or embedded forms.
  • User-friendly dashboard, which shows all the tickets' statuses.
  • We can embed support form in our websites to get queries.
  • Zoho Desk also supports a basic knowledge-base, which helps us to create FAQs.
  • Connecting with a social network like Facebook.
No photo available

Cons

Freshdesk

  • We are a b2b provider, and we haven't found a good way of identifying the contacts with each of our customers. Tagging the contact seems to be a way, but you need to do couple of extra clics to go into the contact details and then introduce the client identification as a tag.
  • I didn't find a good way to identify tickets with a status representing that it's overdue because of the client.
  • The merging tool, although VERY useful, isn't for me completely intuitive. I have to pay a lot of attention at the icons and read the tooltip to make sure I'm keeping as main ticket the one that I want.
No photo available

Zoho Desk

  • More Customization of fields inside the tickets created in Desk
  • Allowing Desk tickets to be assigned to Accounts and not required to be on a Contact within the account
  • Better API integrations
Khashi Rahmani profile photo

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 profile photo

Zoho Desk

No score
No answers yet
No answers on this topic

Usability

Freshdesk

Freshdesk 10.0
Based on 2 answers
The only downside is flexibility in multi email traffic within a single ticket. Other than that everything else is easy to use to get the job done and keep the customer happy.
Mark Wright profile photo

Zoho Desk

No score
No answers yet
No answers on this topic

Support

Freshdesk

Freshdesk 10.0
Based on 3 answers
We have never had an incident where Freskdesk was out of service. Any issues we have had was resolved in a timely fashion without the need for multiple contacts. I do not have to worry about the service having problems, because of the quality of support they provide their customers.
Jeffery Albertson profile photo

Zoho Desk

No score
No answers yet
No answers on this topic

Implementation

Freshdesk

Freshdesk 10.0
Based on 1 answer
No, it is easy to do
Victor Vũ profile photo

Zoho Desk

No score
No answers yet
No answers on this topic

Alternatives Considered

Freshdesk

The big competitors of Freshdesk are Zendesk and HappyFox. Freshdesk provides a free version for you to try the product and also is cheaper than other competitors. It is great for SMB segment. For Enterprises there are other options that are more popular like JIRA. Also highly recommended for its ease of use.
Naveen Gabrani profile photo

Zoho Desk

Zoho Desk comes at a better price, and it offers integration with other Zoho applications so you can keep your information in a single place. Their support is good and will guide you through many things. Also their API is similar to other Zoho platforms, so employees can already be familiar with the technology
Their mobile app lets you work from any place and be informed about organization's tasks and communications.
Miguel Useche profile photo

Return on Investment

Freshdesk

  • Positive: Helps me and my team stay on top of our queue so we know when Contacts are engaging with us.
  • Positive: Freshdesk is very simple to use and easy to get started on.
  • Positive: Their API works well with the applications we use in between our app and theirs.
Eric Weiss profile photo

Zoho Desk

  • Lost customer messages; need to exchange with the customer by a different way.
  • Migration from our previous tool was never achieved, losing some bits of information.
Julien Bras profile photo

Pricing Details

Freshdesk

General

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

Freshdesk Editions & Modules

Edition
Sprout$01
Blossom$192
Garden$352
Estate$492
Forest$892
  1. Unlimited
  2. per Agent
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan . Higher plans at $19, $35, $49 and $89. The 21-day free trial covers all features at the Estate plan.

Zoho Desk

General

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

Zoho Desk Editions & Modules

Edition
Free$0
Professional$122
Enterprise$252
  1. per user
Additional Pricing Details

Add comparison