Freshdesk and Zendesk are key players in the customer support software category. Freshdesk seems to have the upper hand in affordability and ease of use, while Zendesk excels in integrations and advanced reporting features.
Features: Freshdesk offers robust ticket automation, a powerful API, and customizable reporting tools. Its simplicity and flexible solutions center adapt well to varied business needs. Zendesk, noted for elegant ticket management, provides seamless integration with applications like JIRA and Salesforce, featuring configurable options and strategic reporting capabilities.
Room for Improvement: Freshdesk could refine its customization options, improve social media integration, and streamline complex ticket management. Users note localization issues and support transparency as areas for attention. Zendesk requires enhancement in customization speed, ticket merging, and offering more robust analytics. Users express concerns over its pricing model and suggest making features like support more comprehensive.
Ease of Deployment and Customer Service: Freshdesk offers deployment via public and on-premises cloud, with generally satisfactory customer support but can improve on technical issue resolution. Zendesk provides deployment across private, public, and hybrid clouds, with reliable customer service yet requires improvement in responsiveness.
Pricing and ROI: Freshdesk is lauded for its affordability and value despite some scalability cost concerns, significantly improving efficiency and customer management. Zendesk, though potentially more costly, justifies its price with high-level features and integration capabilities, providing a positive ROI, but users seek more cost-effective pricing options.
From my experience, once it is set up, we have never had problems.
The first-time response should be within 30 seconds.
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
The technical support provided by Zendesk has been very satisfactory.
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
In our environment, which is a fairly small company in one country, Freshdesk is easy to scale.
Zendesk can scale from very small companies to very large ones.
The scalability of Zendesk is still in the same range as Freshdesk.
The goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions.
After installation and continuous operation, I have encountered no problems.
The stability has been quite reliable.
The current integration is more complicated and doesn’t work as well.
Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs.
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
There could be improvements in integration, which can be achieved with APIs or tools like Zapier.
Our organization pays about 200,000 Indian rupees per year for the license.
Pricing has always been handled by the company I work with, and even when I get in-house feedback, I have never had issues with pricing or complaints when compared to what others have outside.
It is not the cheapest solution nor the most expensive, but it provides value for money.
Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow.
These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them.
The auto-assignment feature is particularly valuable as it alleviates the administrative task of manually checking for available engineers to assign tickets.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
The benefits I have seen from using Zendesk include faster response times.
| Product | Market Share (%) |
|---|---|
| Freshdesk | 3.0% |
| Zendesk | 4.5% |
| Other | 92.5% |
| Company Size | Count |
|---|---|
| Small Business | 21 |
| Midsize Enterprise | 5 |
| Large Enterprise | 8 |
| Company Size | Count |
|---|---|
| Small Business | 29 |
| Midsize Enterprise | 20 |
| Large Enterprise | 11 |
Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.
The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.
Freshdesk Features and Benefits
Some of the solution's top features and benefits include:
Reviews from Real Users
Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.
Deepak B., an application manager, writes, “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. This information is valuable for board meetings.”
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
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