Freshdesk vs. Zendesk: Which is the Best Helpdesk in 2024

Freshdesk vs Zendesk

Drowning in customer queries? You’re not alone. 

Remember juggling those spinning plates as a kid? That’s Emma’s life right now, except instead of plates, it’s customer queries. 

Emails flood her inbox, each one a miniature emergency: a frustrated plea for help, a complaint demanding resolution, or a question buzzing for an immediate answer. 

Statistics show that 80% of customers expect a response within 24 hours, and that timer is relentlessly ticking. 

The pressure feels immense, heavier than a stack of unopened tickets. Customer service reps like Emma wear the weight of expectation on their shoulders, and let’s face it, patience isn’t exactly a human superpower. 

You’ve probably already started exploring solutions and navigating the best help desk software. Big names like Freshdesk and Zendesk might have caught your eye. But with countless options and limited time, choosing the right one is a really hard task. 

We hear you. That’s why we’ve done the heavy lifting for you, diving deep into Freshdesk vs Zendesk features and price-focused comparisons of these popular tools. 

Freshdesk vs Zendesk: Pricing Comparisons

Freshdesk

freshdesk pricing

Last Updated Date: 28-Feb-2024

Freshdesk offers a 21-day free trial for users to explore its interface and features to determine suitability. 

  • Free for up to 10 agents: A basic set of features with email and social media support, basic ticketing, self-service options, and 24/7 support is perfect for starting. 
  • Growth plan ($15/agent/month): Ideal for growing teams, offering collision detection, app marketplace access, basic SLAs, automation, advanced analytics, and customization options. 
  • Pro plan ($49/agent/month): Support up to 5 products, integrate 5,000 collaborators, access advanced analytics and customer segmentation, and enable role-based agent access. 
  • Enterprise plan ($79/agent/month): Unlimited products, sandbox environment, skill-based routing, and enhanced knowledge base for large enterprises. 

Recommended reading Freshdesk alternatives in 2024

Zendesk

zendesk pricing

Last Updated Date: 28-Feb-2024

Zendesk offers a Zendesk Suite entails a minimum cost of $69 per agent per month for the Team subscription, with higher-tier packages reaching up to $149 per agent. 

  • Suite Team ($55/agent/month), perfect for starting teams: Ticketing, multi-channel support, knowledge base, basic chatbots, and workflow automation. 
  • Suite Growth ($89/agent/month), ideal for scaling teams: Customized forms, SLA management, customer satisfaction insights, multilingual support, and a self-service portal
  • Suite Professional ($115/agent/month), empowers advanced teams: with next-level insights like custom analytics, skill-based routing, advanced AI, HIPAA compliance, and messaging with Sunshine Conversations.
  • Suite Enterprise (custom pricing), built for large organizations: Advanced Data Privacy and Protection add-on, sandbox environment, custom roles, dynamic workspaces, and tailored workflow. 

Recommended reading Zendesk alternatives in 2024

Freshdesk vs Zendesk: Is it Worth the Investment?

Certainly, while both Freshdesk and Zendesk offer impressive features, what if I told you that you can access most of these features without breaking the bank?  

That’s where Desk365 steps in. 

With Desk365, you can enjoy powerful features like those offered by Freshdesk and Zendesk, but at a fraction of the cost. 

One of the users of Zendesk provided a review on G2, stating the following:

Even though Zendesk is a highly effective customer program, there are some aspects that can be increased. Firstly, the pricing structure of Zendesk may not be ideal for organization that have little budget or small –sized support teams. The price goes up as the number of agents or the requirement of improved features grows.

Whereas, listen to what a Desk365 user said about their reason for choosing Desk365,

We choose it because it was the best bang for your buck. You really do get a solid helpdesk platform compared to most in this price range. It was a no brainer.

Best-in-class customer support without breaking your bank


Number of agents:


Desk365

Freshdesk

Zendesk

Freshdesk vs. Zendesk: Features Comparison

When it comes to customer support tools, Zendesk and Freshdesk are two of the big names out there. Let’s dive into what each offers and how they stack up against each other:

1. Ticketing System

Both Freshdesk and Zendesk provide strong ticketing systems with similar essential features. They allow for ticket creation through multiple channels, provide ways to assign and prioritize tickets, and facilitate effective teamwork among support agents.

Additionally, these systems have automation capabilities, which means routine tasks can be automated, making the process of handling tickets more streamlined. They also offer customizable views and filters for tickets, which helps in organizing them better and improving the productivity of agents.

2. Self-Service Options

Freshdesk:

  • Knowledge Base: Freshdesk’s knowledge base is designed to be user-friendly, allowing businesses to create articles, guides, and FAQs to help customers solve their issues independently.
  • Smart search: The platform features a smart search engine that helps customers quickly find the information they need in the knowledge base.
  • Multilingual support: Freshdesk supports multiple languages, making it easier for businesses to cater to a global audience and provide self-service options in different languages.
  • Feedback system: Customers can rate and provide feedback on knowledge base articles, helping businesses understand which content is most helpful and where improvements are needed.

Zendesk:

  • Help Center: Zendesk provides a customizable Help Center that allows businesses to create a knowledge base, FAQs, and community forums. This helps customers find answers to their questions without needing to contact support.
  • AI-powered search: Zendesk uses AI to enhance the search functionality in the Help Center, making it easier for customers to find relevant articles and solutions.
  • Content management: The platform offers easy-to-use tools for creating and managing help center content, including rich text editing and version control.
  • Community forums: Customers can ask questions, share tips, and engage with each other in the community forums, fostering a sense of community and peer-to-peer support.

Comparison:

Both Zendesk and Freshdesk offer comprehensive self-service options, including knowledge bases and community forums. Zendesk’s AI-powered search and content management tools might be more advanced, making it easier for businesses to maintain and organize their help center content.

Freshdesk’s multilingual support and feedback system are valuable features for businesses with a diverse customer base and those looking to continuously improve their self-service resources

3. Customization

Freshdesk:

Freshdesk, on the other hand, is known for its user-friendly interface and ease of use. While it may not offer the same depth of customization as Zendesk, it provides a good range of options for small to medium-sized businesses.

Freshdesk allows for the customization of ticket forms, support portal themes, and automation rules.
It’s easier to set up and manage, making it a great choice for businesses that want a straightforward and efficient support system without the need for extensive custom development.

Zendesk:

Zendesk is known for its flexibility and extensive customization options. It allows businesses to customize the look and feel of their support portal, ticket forms, and even the workflow of their support team.

Zendesk’s customization is more developer-friendly, offering a wide range of APIs and SDKs for deeper integration and customization. This makes it a great choice for larger businesses or those with specific requirements that need custom solutions.

Comparisons:

  • Flexibility: Zendesk offers more flexibility and is better suited for businesses that require deep customization and integration.
  • Ease of Use: Freshdesk is more user-friendly and easier to set up, making it ideal for smaller businesses or those with simpler requirements.
  • Developer Tools: Zendesk provides more extensive developer tools, including APIs and SDKs, for custom integration and development.
  • Cost: While both platforms offer various pricing tiers, Zendesk’s advanced customization options might come at a higher cost, especially for businesses that need extensive custom development.

4. Automation

Freshdesk:

  • Dispatcher: This is Freshdesk’s rule-based system for automatically assigning, categorizing, and prioritizing tickets as they come in.
  • Supervisor: Similar to Zendesk’s Automation, Freshdesk’s Supervisor can perform time-based actions on tickets. For example, it can send reminders or escalate tickets based on predefined conditions.
  • Observer: Observer allows you to set up triggers for real-time actions on tickets. For example, you can create a rule to notify a manager when a high-priority ticket is created.

Zendesk:

  • Triggers: Zendesk’s triggers allow you to automate actions based on specific conditions. For example, you can automatically assign tickets to a particular agent or group when they meet certain criteria.
  • Automations: These are time-based actions that can be set to occur after a certain period. For example, you can set an automation to escalate a ticket if it hasn’t been resolved within a certain timeframe.
  • Macros: Macros are pre-defined responses or actions that can be applied to tickets with a single click. This can save time for agents by automating repetitive tasks.

Comparison:

  • Ease of Use: Both platforms have user-friendly interfaces for setting up automation rules. However, Zendesk’s automation setup might be more intuitive for users who prefer a straightforward, condition-action format.
  • Flexibility: Zendesk offers a high degree of flexibility in setting up complex automation rules, especially with its combination of Triggers, automation, and Macros. Freshdesk’s Dispatch’r, Supervisor, and Observer also provide a comprehensive automation suite, but some users might find Zendesk’s approach more granular.
  • Integration: Both platforms integrate well with other tools and systems, which is crucial for automation in a broader ecosystem. However, the specific integrations available might influence your choice depending on your existing tech stack.

Overview of feature comparison of Freshdesk vs Zendesk

Here’s a simple feature comparison: everything you find in Freshdesk and Zendesk is also available in Desk365 at a fraction of the cost.

Features

$10

/agent/month billed annually

$49

/agent/month billed annually

$89

/agent/month billed annually

Microsoft Teams App for Agents

(Complicated Process)

Create tickets from Microsoft Teams

Email Ticketing

Customer Support Portal

(Only on Suite Plans)

Knowledge Base

(Only on Suite Plans)

Automations

SLAs

Inc. Reminders & Escalations

(Only on Pro & Enterprise plans)

(Only on Enterprise plans)

Custom Ticket Forms

(Only on Pro & Enterprise plans)

(Only on Enterprise plans)

Custom Roles

(Only on Pro & Enterprise plans)

(Only on Enterprise plans)

Free Plan Available

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Comparing Microsoft Teams Ticketing Solutions

When comparing Microsoft Teams ticketing systems, it’s important to note that Freshdesk and Zendesk lack seamless integration with Teams. On the other hand, Desk365 offers robust integration with Teams, allowing for seamless communication and collaboration between the ticketing system and the Teams platform

Freshdesk and Zendesk provide comprehensive features for managing Teams tickets, but their setup processes can be complex. Configuring support channels, ticket views, user roles, and customizing portals may require considerable time and technical expertise. 

Additionally, Zendesk’s personalized support comes at a significant cost. 

In contrast, Desk365 offers a seamless integration experience at an affordable price point. Its single plan includes features like custom forms, custom roles, custom fields, SLAs, knowledge base and more, typically available only in the enterprise or pro tiers of Freshdesk and Zendesk. 

Comparing User Experience and Setup Ease

Freshdesk boasts a superior user interface and simplified setup process compared to Zendesk. While Zendesk offers an extensive array of features, its onboarding and setup procedures can prove daunting for new users. 

Configuring support email addresses, ticket views, user roles, support forms, and customizing the support portal within Zendesk can be time-consuming. Integrating Zendesk with existing software tools like websites and social media channels demands technical expertise. 

Additionally, personalized training and issue resolution from Zendesk’s customer support team come with a hefty price tag ranging from $1500 to $1800. 

In contrast, Freshdesk’s interface is more user-friendly, facilitating quicker configuration of support channels, ticket fields, and workflows. Pre-built integrations with popular software tools streamline the connection process to existing systems. 

However, navigating Freshdesk’s admin section may pose challenges due to the multitude of options and settings, particularly for newcomers. Nevertheless, Freshdesk offers free assistance with platform implementation and onboarding. 

In contrast to both Zendesk and Freshdesk, Desk365 offers a simpler setup process and a more intuitive interface. With Desk365, users can quickly configure support channels and customize ticket fields and workflows without the complexity seen in other platforms. 

Freshdesk vs Zendesk: Ratings

Ratings are based on the Capterra platform.

Overall

4.9

Overall

4.5

Overall

4.4

What Do Customers Say About Freshdesk and Zendesk's Customer Service?

Indeed, customer support is essential for ensuring customer satisfaction and fostering long-term loyalty. Regardless of how great a product may be, its value diminishes without effective customer support. Let’s take a look at what customers have to say about the customer support provided by Freshdesk and Zendesk.

My experience with customer service has been terrible, and for me a platform that works for the Customer Experience sector must have as a principle that the experience of its customers is a central objective, they were only interested in solving incidents or answering questions when they saw that I was going to cancel, for 3 years they never contacted me to see my experience, only when I was about to change.

We have been a Zendesk for 10 years however extremely poor communication regarding chages to subscription and s offerings and pricing changes along with abismil Customer Service themselves has caused me to seriously reconsider this platform as a viable option for us going forward. I unfortunately cannot recommend this platform until their own Customer Service issues are addressed.

Let’s see what one of the Desk365’s users has to say about customer support,

Desk365 does what you expect from a much more expensive ticket system. The best thing however is the customer support. All questions about the software are answer quickly and completely and suggestions for improvement are treated seriously. They really make you feel they are part of your team.

Freshdesk vs Zendesk: Which is the Best Helpdesk?

Zendesk excels in reporting, extensive API access, and e-commerce integrations, making it ideal for larger businesses with diverse needs.

On the other hand, Freshdesk is a great option for small and mid-sized businesses due to its affordable pricing, user-friendly interface, and availability of free plans.

Choosing between Freshdesk and Zendesk depends on your budget and specific business requirements.

Overall, while Freshdesk and Zendesk are established players in the market, Desk365 provides a compelling alternative with its simplicity, affordability, and feature-rich offering. 

So make a better choice today by signing up for a free trial and improving your customer support with Desk365.
 

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