Zendesk vs Freshdesk – Help Desk Software Comparison 2024

Zendesk vs Freshdesk: Help Desk Software Comparison 2024

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In-depth Zendesk vs Freshdesk analysis for 2024! Discover the ideal Help Desk Software for your business. Choose wisely!

Zendesk and Freshdesk are the two most common and appreciated cloud-based CRM platforms for businesses and organizations that assist with customer relationship management. These two technologies were developed to assist businesses in improving both the customer experience and the flow of information between the sales and customer care teams.

Zendesk and Freshdesk manage online support desk tickets for thousands of businesses. They are both the biggest participants in the support ticketing market. They provide businesses of all kinds with the chance to provide customer service that is quicker, better, and more effective.

As a business, it might be difficult to decide between the two most popular platforms. That is why we have written this detailed blog to help you understand both platforms and make an ideal choice for your business.

Did you know?
According to a research from PWC, the more expensive the item, the more they are willing to pay.
88% of companies now prioritize customer experience in their contact centers.
Featuring customer reviews on a landing page can increase conversion rates by up to 270%

What is Zendesk?

Zendesk, a CRM platform, promotes itself as “service first.” Zendesk, a cloud-based customer support tool, helps you engage with customers on almost any device in a customized way. It might show up on your apps, social media pages, and website. Managing and monitoring customers across several channels can be challenging. Zendesk’s CRM allows you to streamline all of your customer interactions by consolidating them from several platforms into one, easy-to-use platform.

Your agents can monitor support inquiries and reply to them here while you and your administrators evaluate the effectiveness of the service representatives. Zendesk can help any kind of business – startup, large corporation, or otherwise – by making sure that you do not miss your leads.

According to GrandView’s analysis, CRM is the software market with the quickest growth. It had a market value of $14 billion in 2010 and is predicted to grow to $80 billion by 2025. That represents a rise of around 600%. (BotPenguin)

Zendesk Features

Pros and Cons

Easy and simple to setup and use.It can be challenging to learn the software.
Suitable for all types of businesses.It is difficult, monotonous, and difficult to grasp at once.
It has support on mobile devices.It is expensive for small to medium-size organizations
Customized web interface.Occasional loss of data.
You can support various brands with linked accounts.Collaboration with coworkers is difficult.

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What is Freshdesk?

Freshdesk is a cloud-based communications tool that makes it possible for customer care representatives to interact with customers in need of assistance. Examples of this tool are a knowledge base, forum, and support ticket system. The program is free with a 21-day trial period to test out premium features. In the event of an unexpected rise in consumer outreach, you can buy a “day pass” to temporarily improve user access.

Freshdesk has tools that make it simple and quick for agents to communicate with clients of your business. One way to assist is to establish a customizable knowledge base containing articles. This will help customers understand your products or services. You can also establish a support ticket system or a community-based forum where customers can express their grievances and submit inquiries.

Freshdesk Features

Pros and Cons

Pros Cons
No cancellation feesNotable differences in cost across subscription plans
Day passes to increase the number of agents available without changing your planIf compared to Customer Service Suite bundle, it might not be worth it.
Automate repeated tasksLimited automation
Hundreds of integrations accessibleNo SMS and Instagram integration

Zendesk vs Freshdesk: A Quick Review

Clean and intuitive designUser-friendly interface with a modern look
Robust ticketing system with automationTicketing system with automations
Supports email, chat, phone, and social mediaMultiple channel support including email, chat, and phone
Detailed knowledge base functionalityBuilt-in knowledge base for self-service
Powerful automation and workflow toolsAutomation capabilities for efficiency
Extensive integrations with third-party appsIntegrations with popular business tools
Advanced reporting and analytics featuresReporting tools for insights and analysis
CustomizationHighly customizable with various optionsCustomization options for a tailored experience
Includes customer satisfaction surveysSupports customer feedback surveys
Mobile apps for on-the-go supportMobile app for customer support on the move
Multiple pricing plans, based on features and usersVarious pricing plans to suit different needs
Customer sizeSuitable for small to large enterprisesTargeted towards small to mid-sized businesses
Offers customer support via multiple channelsProvides customer support through various channels
ScalabilityScalable to accommodate growing businessesScalable for businesses of different sizes
Active user communities for knowledge sharingCommunity forums for user interactions

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Zendesk vs Freshdesk: A Detailed Comparison

Zendesk vs Freshdesk: Type of Users

Zendesk is beneficial for companies that are growing quickly because of
its high scalability. Despite serving various businesses of various sizes, Zendesk might not be the best option for startups or small enterprises. The main cause is that it is highly costly, and not many small businesses have the resources to invest that much in their support system.

Zendesk is readily linked with other business solutions your company may utilize. For example, Zendesk can be integrated with your current team collaboration, survey, CRM, or other applications.
More than 40,000 clients from various sectors and businesses make up Freshdesk’s clientele. Freshdesk is used by companies including Pearson, Dineout, Hamleys, Bridgestone, and others to handle customer service.

Freshdesk might be a terrific choice if you’re searching for a tool that is less complex but yet has a lot of amazing features. Freshdesk is a great option for small and large businesses alike because of its reasonable price.

Additionally, Freshdesk can be integrated with other business apps you already use, including Shopify, Jira, MailChimp, Dropbox, SurveyMonkey, and more.

Zendesk vs Freshdesk: Extensibility & Integrations

Zendesk outperforms Freshdesk in terms of integrations. More than a thousand pre-built connectors are available in the Zendesk software to facilitate teamwork and customer satisfaction. All of the tools and applications are neatly arranged into sections like email and social media, e-commerce and CRM, time tracking and productivity, surveys and feedback,
and more.

Google Play Reviews, Zoom, Trello, Nicereply, SurveyMonkey, RingCental, and other connectors are among the most widely used Zendesk integrations.
A number of tools may be linked with Freshdesk to increase the platform’s functionality. You can quickly look for tools that are compatible with Freshdesk in the Freshworks software.

The finest feature is the ability to browse various app collections that have been carefully selected by professionals in the field. You might, for instance, browse the collection of “top apps for e-commerce,” which has programs for online retailers like PayPal and Shopify.

Among the most often used Freshdesk integrations are those with Instagram, Google Analytics, WhatsApp, Slack, Shopify, Salesforce, MailChimp, and so on.

Zendesk vs Freshdesk: Reports & Analytics

In terms of data analysis and informative performance reporting, Zendesk outperforms the rival help desk software. On the other hand, an influx of information might confuse you and make it difficult for you to adjust.

Metrics like generated, unresolved, and reopened tickets are easily viewable on the reporting dashboard. Even your tickets produced by the hour or the day of the week are visible to you. But not everything is clear at first look. You will need to switch to other tabs in order to access information on customer satisfaction, agent performance, or SLAs.
Nearly the same metrics are available in the Freshdesk reports dashboard as in Zendesk. You can, however, view your unassigned tickets as well, which is crucial feature for any team. Even the proportion of issues resolved within the SLA and your average initial response time are visible.

Freshdesk lets agents examine recent actions at the top of the dashboard. You get access to actions related to newly submitted tickets, ticket assignments, status updates, and more on your helpdesk. Freshdesk leaves a positive impression because of its adaptable reporting features. Creating reports that are prepared for presentations is as easy as dragging and dropping widgets from the widget library.

Zendesk vs Freshdesk: Customization & Branding

Zendesk has some excellent customization options. You can assign tickets to agents according to their language proficiency or other abilities when using skill-based routing. Even macros, which are pre-written replies., may be created and edited.

In terms of branding, Zendesk performs brilliantly. The agent interface’s colors and logo are easily customizable to match your business’s identity. To make a lasting impact on your clients, you can even design ticket forms with your branding.
With Freshdesk, you can completely modify the appearance and design of your support portal using pre-made themes. It is even possible to create consumer subgroups and provide tailored assistance.

Agent roles and access permissions can be tailored to the specific duties and responsibilities of each agent. The agent interface is customizable, much like Zendesk. Furthermore, you can improve the interest level of your reports by using several widgets.

Zendesk vs Freshdesk: Customer Support

Zendesk is renowned for providing excellent customer support and does set a good example. You can communicate with them via live chat and anticipate receiving a prompt answer. In its support area, Zendesk provides a fantastic selection of Frequently Asked Questions (FAQs). Accounts, billing, data privacy, plans, pricing, and other subjects are all available for exploration.

In addition, users can become a part of the vast global online community at Zendesk. You can connect with like-minded people, get help from knowledgeable users, and obtain up-to-date information through the community.
In terms of providing users with interactive support content, Freshdesk is undoubtedly in the lead. A sizable interactive video library covering a wide range of subjects is available to you, including employing scripted replies, ticket management, knowledge base creation, and much more.

Additionally, if this is your first time using Freshdesk, you can register your agents in the Freshworks Academy, where they can get certified, pick up new skills, and interact with the community.

Zendesk vs Freshdesk: Pricing

Zendesk Pricing

Freshdesk Pricing


The decision between Zendesk and Freshdesk ultimately comes down to your budget and unique requirements. Both tools offer various capabilities to organize knowledge, manage consumer questions, and automate processes.

Overall, Zendesk and Freshdesk are great choices for receive customer inquiries and managing customer support. It is important to give a serious thought to your unique requirements and select the tool that best suits them. Both technologies can improve your customer experience, regardless of whether you value price or sophisticated features more.


What are the things does Zendesk and Freshdesk have in common?

Zendesk and Freshdesk provide a range of self-service resources, such as client portals, community forums, and help center articles, so users can easily locate the solutions they want when it’s convenient for them. You can also build knowledge bases for both internal and external customers with each software brand.

Why Freshdesk is best?

A robust and user-friendly customer support tool, Freshdesk comes with a plethora of capabilities, such as ticketing, automation, collaboration, and reporting. The platform is perfect for companies of all sizes and sectors because of its user-friendly design and customizable choices.

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