What users are saying about
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Top Rated
131 Ratings
38 Ratings

Freshdesk

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Top Rated
131 Ratings
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Score 8.6 out of 101
38 Ratings
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Score 7.6 out of 101

Likelihood to Recommend

Freshdesk

Freshdesk is great for support ticketing, FAQs, and items that can be easily reviewed, addressed and resolved. It's not ideal for lengthier conversations or long-term projects, as it could get difficult to track multiple conversations or use the SLA notification features since long-term projects will typically have different duration parameters. Though the ability to merge tickets & edit subject lines in Freshdesk is helpful (I wish Gmail would let me merge conversations!).Additionally, I have another client who attempted to use Freshdesk as both a support portal and CRM solution, which didn't work well. It's ideal if all communication runs through Freshdesk, so it can be tracked and monitored. If leads are coming into Freshdesk, and then managed offline, there's a tendency to have a lot of open/unresolved 'tickets' because users don't want to bounce back and forth. However, I believe Freshworks offers a CRM solution, so that would likely be the best way to go for CRM needs (though I've not used it).
Jennifer Hess profile photo

Zoho Desk

If you don't have any platform to help resolve your customers' questions, then Zoho is the best option to start using as a small CRM. It works well as a tool where you can receive customer's queries through various platforms, like email and a support page. However, we did not find it suitable to create a big knowledge-base or FAQ's, because it doesn't have a lot of features for those purposes.
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

  • Freshdesk allows us to set the priority level of all ticket request from low to high then urgent.
  • Each of the users sees who is handling a specific request as of the moment.
  • It allows us to set the status of the ticket from Open to Waiting on Third Party. This is really helpful since we can track which ones is closed and which ones still needs our attention.
Brent Lionel Mausisa profile photo

Zoho Desk

  • It offers everything you'll need to handle communication between your organization and external people.
  • Offers a great integration with other Zoho Services so you can increase the possibility of your data/workflows.
  • It has a good API to automate some things or feed any custom-made applications inside the organization.
  • It lets you organize support tasks and keep track of the organization and employees current status.
Miguel Useche profile photo

Cons

Freshdesk

  • It allows you to add a "Note", but I believe there's must be a discussion box for each ticket for any tickets that may need inputs from multiple people.
  • It should also to add more than one assignee, so that if the ticket needs input from two or more people then everyone will be updated with the progress.
  • I'd like to see a more appealing user interface because customer support people are stressed sometimes, they should see a more lively or bubbly design.
Brent Lionel Mausisa profile photo

Zoho Desk

  • Their API is limited and there are many things you can't do.
  • Their search API is not on real time. If you wanna automate real time things, you can't.
Miguel Useche 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

We previously used SchoolDude to manage technology tickets. Freshdesk has many more features. One of the best is the ability to reply to a customer in a ticket. When you reply they receive an email which they can reply to instead of having to login to a portal and pull up the ticket and add notes or check the status. When the customer replies, the email content is posted on the ticket in Freshdesk and the technician receives an email notification. Freskdesk also has an interactive app you can use to access and resolve tickets.
Jeffery Albertson profile photo

Zoho Desk

We haven't really had much experience with using other ticket/help desk systems, aside from writing into them. The one that one of our major vendors uses is Zendesk, so I have had a chance to see the user experience with it, and I would say it compares to Zoho Desk. Both are clean and give the recipient a ticket number to reference and a clean conversation thread. Desk is better for us from a cost perspective and integrating into the rest of Zoho.
No photo available

Return on Investment

Freshdesk

  • Freshdesk saved us tons of time in setup compared to building our own solution.
  • We saved money by not utilizing development time (we are a software shop after all) since all we had to do was configure and embed the service's widget into our site.
  • Our customers are confident that we are available to help during business hours but some still prefer to not have to pick up the phone. Freshdesk gives us the opportunity to engage these users efficiently.
Joshua Weaver 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