What users are saying about
15 Ratings
42 Ratings
15 Ratings
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Score 9 out of 100
42 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Freshservice

We are a small higher education institution. Freshservice is used by everyone, but naturally, most of the users are our students. Unlike some other systems, Freshservice allows our students to submit tickets via email from any valid email address. This is a huge help for part-time students who rarely use their institutional email. FreshService is also really good when it comes to customization. Of all the tools we evaluated, FreshService allowed us to do the closest to our initial vision. Other products forced us to conform to their systems.
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

Freshservice
9.0
Zoho Desk
10.0
Organize and prioritize service tickets
Freshservice
9.1
Zoho Desk
10.0
Expert directory
Freshservice
9.2
Zoho Desk
10.0
Service restoration
Freshservice
9.1
Zoho Desk
Self-service tools
Freshservice
9.6
Zoho Desk
Subscription-based notifications
Freshservice
9.3
Zoho Desk
10.0
ITSM collaboration and documentation
Freshservice
8.5
Zoho Desk
10.0
ITSM reports and dashboards
Freshservice
8.0
Zoho Desk
Ticket creation and submission
Freshservice
Zoho Desk
10.0
Ticket response
Freshservice
Zoho Desk
10.0

ITSM asset management

Freshservice
7.7
Zoho Desk
Configuration mangement
Freshservice
7.6
Zoho Desk
Asset management dashboard
Freshservice
7.6
Zoho Desk
Policy and contract enforcement
Freshservice
7.9
Zoho Desk

Change management

Freshservice
8.9
Zoho Desk
Change requests repository
Freshservice
8.7
Zoho Desk
Change calendar
Freshservice
9.0
Zoho Desk
Service-level management
Freshservice
8.9
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

  • Change management is a great asset of the system. It allows you to gain approvals, and document the entire process. Over the years we have chosen specific routes to address technology needs on campus only to wonder why did it that way a few years down the road.
  • The service catalog is valuable in that allows you to detail everything you can provide to your constituents. You can create your own forms, indicate anticipated delivery, and specify costs. This puts great information in front of your users from the get go.
  • The CMDB allows you to keep inventory of all assets, hardware and software, and create relationships. The information you put into the system can assist in decision-making, troubleshooting, and monitoring ROI.
  • Freshservice's built-in reports offer quick metrics to monitor your service goals
Rick Murphy 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.
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Cons

Freshservice

  • Workflow automations are great but sometimes we have trouble with the ordering and workflows are applied incorrectly when multiple issues are reported in a single ticket.
  • We don't find the built-in reports helpful and would like to be able to build reports based on additional fields or even keywords.
Cindy Whylings profile photo

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

Usability

Freshservice

Freshservice 8.0
Based on 1 answer
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.
No photo available

Zoho Desk

No score
No answers yet
No answers on this topic

Support

Freshservice

Freshservice 9.8
Based on 5 answers
When we have needed to reach out to the Freshservice support, tickets have been resolved in a timely and accurate manner. Early on in our deployment our agents needed more support from the Freshservice team. As we have matured in our use of the product we find that the Quick Help articles provide us with many of the answers to our questions right when we need them.
Cindy Whylings profile photo

Zoho Desk

No score
No answers yet
No answers on this topic

Alternatives Considered

Freshservice

Freshservice offered a number of awesome features pre-baked into the product, where Zendesk is more flexible and has a wider library of integrations. For companies who don't need that deep flexibility, Freshservice is an excellent choice as a ticketing system. The service catalog, in particular, was a winning feature that sold us on Freshservice.
No photo available

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

Freshservice

  • Positive impacts are having a modern toolset to support the organization using an ITSM ITIL framework.
  • The ability to use a tool that has so many features at a relatively reasonable cost. Also, FreshService has been extremely helpful in our implementation and making customizations for our needs on the fly.
No photo available

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

Freshservice

General

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

* per agent, per month

Freshservice Editions & Modules

Additional Pricing Details

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

Rating Summary

Likelihood to Recommend

Freshservice
8.9
Zoho Desk
6.7

Usability

Freshservice
8.0
Zoho Desk

Support

Freshservice
9.8
Zoho Desk

Add comparison