We performed a comparison between Freshdesk and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"It is very easy to make reports."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"Technical support is outstanding."
"It is quite easy to program custom apps and integrate them."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"The UI is easy to use."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"It's a very stable tool, very powerful."
"The stability has been very good."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It's very convenient to use."
"It should enhance its service and its reporting capabilities."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"Asset management and branding are two areas in the solution that have scope for improvement."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"The solution itself wasn't easy to set up."
"The price of the solution should be reduced."
"The support team is time-consuming, and they don't find the answer to our problem."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"You couldn't give administrative access to new hires."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
Freshdesk is ranked 9th in Help Desk Software with 27 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. Freshdesk is rated 8.4, while Zendesk is rated 8.2. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and N-able MSP Manager, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and NICE CXone. See our Freshdesk vs. Zendesk report.
See our list of best Help Desk Software vendors and best Knowledge Management Software vendors.
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