What users are saying about
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Top Rated
77 Ratings
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Top Rated
94 Ratings

Freshservice

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Top Rated
77 Ratings
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Score 8.7 out of 100

Zoho Desk

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Top Rated
94 Ratings
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Score 9 out of 100

Likelihood to Recommend

Freshservice

If you cannot measure your current self then you cannot expect to improve. This was told to me by our call center manager a while ago about the importance of knowing exactly what you currently are capable of in order to better know what will be expected in the future. With this I looked at our old system which was clunky, slow, and universally hated, then tried to do better, that better option was Freshservice, which can be accessed from anywhere, fast, online, and easy to understand. With practically no training the techs were able to just pick it up and go. This was a big help in getting them to start actually using the system.
Sean Muller | TrustRadius Reviewer

Zoho Desk

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.
Humayun Farooqi | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshservice
9.0
Zoho Desk
10.0
Organize and prioritize service tickets
Freshservice
9.6
Zoho Desk
10.0
Expert directory
Freshservice
8.3
Zoho Desk
10.0
Service restoration
Freshservice
9.8
Zoho Desk
Self-service tools
Freshservice
9.1
Zoho Desk
Subscription-based notifications
Freshservice
9.2
Zoho Desk
10.0
ITSM collaboration and documentation
Freshservice
8.7
Zoho Desk
10.0
ITSM reports and dashboards
Freshservice
8.4
Zoho Desk
Ticket creation and submission
Freshservice
Zoho Desk
10.0
Ticket response
Freshservice
Zoho Desk
10.0

ITSM asset management

Freshservice
8.5
Zoho Desk
Configuration mangement
Freshservice
9.0
Zoho Desk
Asset management dashboard
Freshservice
8.4
Zoho Desk
Policy and contract enforcement
Freshservice
8.3
Zoho Desk

Change management

Freshservice
8.9
Zoho Desk
Change requests repository
Freshservice
8.8
Zoho Desk
Change calendar
Freshservice
8.7
Zoho Desk
Service-level management
Freshservice
9.2
Zoho Desk

Self Help Community

Freshservice
Zoho Desk
10.0
External knowledge base
Freshservice
Zoho Desk
10.0
Internal knowledge base
Freshservice
Zoho Desk
10.0

Multi-Channel Help

Freshservice
Zoho Desk
10.0
Customer portal
Freshservice
Zoho Desk
10.0
Email support
Freshservice
Zoho Desk
10.0
Help Desk CRM integration
Freshservice
Zoho Desk
10.0

Pros

Freshservice

  • Customized customer portal and ticketing system - We have specific information we want our customers and team to access. Freshservice allows us to have all that exactly as we want.
  • Freshchat integration - Having the chat portal integrated on our customer portal has improved our ability to communicate and quickly resolve issues. We have the chat widget on our main customer portal through Freshservice and our Moodle LMS.
  • Asset tracking and integration - we have the ability to track our assets from anywhere now. It makes field service calls so much easier since we don't have to rely on a spreadsheet on our server. We can also connect service tickets to assets so our repairs and changes are more accurate.
  • Mobile App - having the mobile app boosts our ability in the field. We can tag assets from the app to make changes and updates. We can provide the same service on the road as we can in our offices.
John Cilla | TrustRadius Reviewer

Zoho Desk

  • 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.
Sofia Martinez | TrustRadius Reviewer

Cons

Freshservice

  • Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
  • Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming
Rob Buurman | TrustRadius Reviewer

Zoho Desk

  • 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!). :)
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Freshservice

Freshservice 9.1
Based on 1 answer
It's overall value in our organization is extremely high and it has become an essential part of our business.
Anonymous | TrustRadius Reviewer

Zoho Desk

No score
No answers yet
No answers on this topic

Usability

Freshservice

Freshservice 8.9
Based on 6 answers
On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
Anonymous | TrustRadius Reviewer

Zoho Desk

Zoho Desk 8.9
Based on 12 answers
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.
Anonymous | TrustRadius Reviewer

Support Rating

Freshservice

Freshservice 10.0
Based on 13 answers
The support team is highly professional and most of them I have spoken are so kind and helpful. I had booked a session for an hour to set up alerts using Workflow Automator, and in that time, the support guy helped me configure alerts, set up change management process groups, etc. Most of the other vendors will ask you to submit a separate ticket for each request.
Anonymous | TrustRadius Reviewer

Zoho Desk

Zoho Desk 8.0
Based on 12 answers
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.
Hildah Kay | TrustRadius Reviewer

Implementation Rating

Freshservice

Freshservice 8.2
Based on 1 answer
Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
Anonymous | TrustRadius Reviewer

Zoho Desk

No score
No answers yet
No answers on this topic

Alternatives Considered

Freshservice

We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. Just all around better product.
Mark Kosier | TrustRadius Reviewer

Zoho Desk

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.
David Yates | TrustRadius Reviewer

Return on Investment

Freshservice

  • The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
  • Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
  • Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.
Rick Murphy | TrustRadius Reviewer

Zoho Desk

  • 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.
David Cook | TrustRadius Reviewer

Screenshots

Pricing Details

Freshservice

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$19

Freshservice Editions & Modules

Edition
Starter$19.001
Growth$49.001
Pro$89.001
  1. Per Month Per User
Additional Pricing Details

Zoho Desk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Zoho Desk Editions & Modules

Edition
Free$0
Professional$232
Enterprise$402
Standard$142
  1. none
  2. per user
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshservice
9.4
Zoho Desk
8.7

Likelihood to Renew

Freshservice
9.1
Zoho Desk

Usability

Freshservice
8.9
Zoho Desk
8.9

Support Rating

Freshservice
10.0
Zoho Desk
8.0

Implementation Rating

Freshservice
8.2
Zoho Desk

Add comparison