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

Freshservice

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Top Rated
132 Ratings
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Score 8.7 out of 100
Top Rated
115 Ratings
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Score 9 out of 100

Feature Set Ratings

  • Zoho Desk ranks higher in 1 feature set: Incident and problem management

Incident and problem management

7.9

Freshservice

79%
10.0

Zoho Desk

100%
Zoho Desk ranks higher in 6/9 features

Organize and prioritize service tickets

8.9
89%
68 Ratings
10.0
100%
1 Rating

Expert directory

6.4
64%
49 Ratings
10.0
100%
1 Rating

Service restoration

6.8
68%
41 Ratings
N/A
0 Ratings

Self-service tools

8.3
83%
64 Ratings
N/A
0 Ratings

Subscription-based notifications

8.3
83%
51 Ratings
10.0
100%
1 Rating

ITSM collaboration and documentation

8.2
82%
58 Ratings
10.0
100%
1 Rating

ITSM reports and dashboards

8.1
81%
56 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
10.0
100%
1 Rating

Ticket response

N/A
0 Ratings
10.0
100%
1 Rating

ITSM asset management

7.7

Freshservice

77%

Zoho Desk

Feature Set Not Supported
N/A
Freshservice ranks higher in 3/3 features

Configuration mangement

8.2
82%
52 Ratings
N/A
0 Ratings

Asset management dashboard

7.5
75%
53 Ratings
N/A
0 Ratings

Policy and contract enforcement

7.5
75%
39 Ratings
N/A
0 Ratings

Change management

7.8

Freshservice

78%

Zoho Desk

Feature Set Not Supported
N/A
Freshservice ranks higher in 3/3 features

Change requests repository

7.9
79%
51 Ratings
N/A
0 Ratings

Change calendar

7.3
73%
43 Ratings
N/A
0 Ratings

Service-level management

8.2
82%
50 Ratings
N/A
0 Ratings

Self Help Community

Freshservice

Feature Set Not Supported
N/A
10.0

Zoho Desk

100%
Zoho Desk ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
10.0
100%
1 Rating

Internal knowledge base

N/A
0 Ratings
10.0
100%
1 Rating

Multi-Channel Help

Freshservice

Feature Set Not Supported
N/A
10.0

Zoho Desk

100%
Zoho Desk ranks higher in 3/3 features

Customer portal

N/A
0 Ratings
10.0
100%
1 Rating

Email support

N/A
0 Ratings
10.0
100%
1 Rating

Help Desk CRM integration

N/A
0 Ratings
10.0
100%
1 Rating

Attribute Ratings

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

Likelihood to Recommend

9.0

Freshservice

90%
69 Ratings
8.7

Zoho Desk

87%
20 Ratings

Likelihood to Renew

9.1

Freshservice

91%
2 Ratings

Zoho Desk

N/A
0 Ratings

Usability

9.0

Freshservice

90%
6 Ratings
9.1

Zoho Desk

91%
12 Ratings

Support Rating

8.2

Freshservice

82%
38 Ratings
7.9

Zoho Desk

79%
12 Ratings

Implementation Rating

8.9

Freshservice

89%
2 Ratings

Zoho Desk

N/A
0 Ratings

Likelihood to Recommend

Freshworks Inc

Ticket management is so well put together! It's easy to create, work and wrap up tickets in an efficient manner. Inventory management is helpful and provides us info that we need on the fly to help our customers better. Issue management other than IT, we rolled Freshservice out to several departments where the workflows and structure were well suited to handle their issues easily and efficiently. I struggle to think of a scenario where it is less appropriate, unless it's where the users just won't use it!
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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

  • Helpdesk Ticketing system for escalation and distributing among technicians.
  • Service requests for ordering processes and employee onboarding and termination.
  • Project Management is a useful tool for our IT department to track internal projects.
  • The reporting is very helpful reporting various metrics to leadership.
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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

  • Once a ticket is resolved and closed if a user responds back it is automatically opened back up. The toggle button for this feature is all or nothing.
  • When the client is installed on the user end not having the software assign an automatic asset tag number. Maybe leaving that field blank or creating a feature where you can turn this on or off.
  • I really can think of any, I really have no complaints about the software
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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

Freshservice

Starting Price

$19 Per Month Per User

Editions & Modules

Freshservice editions and modules pricing
EditionModules
Starter$19.001
Growth$49.002
Pro$89.003
Enterprise$1094

Footnotes

  1. Per Month Per User
  2. Per Month Per User
  3. Per Month Per User
  4. none

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Pricing

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

It's overall value in our organization is extremely high and it has become an essential part of our business.
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Zoho Corporation

No answers on this topic

Usability

Freshworks Inc

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.
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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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Support Rating

Freshworks Inc

In general, the support was provided in a timely matter. But if you need a better support - there are more expensive plans available with premium support. As for the support we requested - any bugs were fixed quickly. The things nice to have were addressed slowly or never - but this is because of our plan))
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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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Implementation Rating

Freshworks Inc

think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.
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Zoho Corporation

No answers on this topic

Alternatives Considered

Freshworks Inc

SolarWinds Service Desk helpdesk ticketing system it not as easy to use. The integration is not as good as Freshservice. Solarwinds helpdesk tickets does not show related issues as well to help resolve issues. It does not have contract tracking to assist with license expiration. Asset tracking falls short within Solarwinds. As well as automated process and integration with Azure and Domain services.
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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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Return on Investment

Freshworks Inc

  • We were able to secure more budget for additional resources by using ticket entry reports to justify the expense.
  • We were able to manage our resources better and increase our coverage where it was most important without having to increase spending.
  • We prevented many lost in the clutter problems by having a consistent portal to open tickets with recorded timing and responses.
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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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