We performed a comparison between Freshdesk and Zoho CRM Plus based on real PeerSpot user reviews.
Find out in this report how the two Customer Experience Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"It is very easy to make reports."
"The UI is easy to use."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"Technical support is outstanding."
"Omnichannel is one of the most valuable features of the solution."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"The tool's features and performance are good."
"The product has valuable stability features."
"The product's most valuable feature is the ability to document information and meetings and track tasks for the business development process."
"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."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"Asset management and branding are two areas in the solution that have scope for improvement."
"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."
"Zoho CRM Plus's configuration process could be improved."
"Zoho CRM Plus's UI could be more user-friendly."
"We have faced issues with Zoho CRM Plus' technical support and integrations. Its technical support is not seamless."
Freshdesk is ranked 2nd in Customer Experience Management with 27 reviews while Zoho CRM Plus is ranked 20th in Customer Experience Management with 3 reviews. Freshdesk is rated 8.4, while Zoho CRM Plus is rated 7.4. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Zoho CRM Plus writes "Provides ease of adding new users and efficient stability ". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk, whereas Zoho CRM Plus is most compared with Tech Mahindra . See our Freshdesk vs. Zoho CRM Plus report.
See our list of best Customer Experience Management vendors.
We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
