Freshdesk and Zoho Desk compete in the customer service and support software category. Based on the feature comparison, Zoho Desk appears to have the upper hand with its strong integration capabilities and flexibility.
Features: Freshdesk offers customizable solutions, ticket automation, and comprehensive reporting. It is known for its accessible cloud version, along with easy integration of social media and email. Zoho Desk stands out with strong integration features, parent-child task management, and consolidates customer contacts while providing a robust knowledge base.
Room for Improvement: Freshdesk users face customization issues in its solutions center, limitations in social media post handling, and integration challenges. Users of Zoho Desk suggest needing better social media integration, improvements in night mode display, and enhanced IT service management features.
Ease of Deployment and Customer Service: Freshdesk primarily offers deployment via the public cloud, with some on-premises options, and receives mixed reviews for customer support. Zoho Desk provides flexibility with public, hybrid, and private cloud deployment. Customer service is generally responsive, though technical support could be enhanced for IT service management.
Pricing and ROI: Freshdesk offers competitive pricing based on features, showing significant ROI, especially in ticket handling efficiency. Costs vary per agent and can increase for additional functionalities. Zoho Desk is seen as more economical with a subscription model that includes access to multiple Zoho products, offering flexible pricing options suitable for various business sizes.
The Zoho platform is powerful when used correctly, but without a specialist, it is not simple to configure and make full use of the tools.
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.
the experience was satisfactory
I find the response time in emails to be very good, and the solutions provided are simple.
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.
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 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.
Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers.
The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.
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.
The pricing for each user is around $350, with penalties if not all users in a company are licensed.
The price point is a concern.
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.
Maintenance is easy, and one person is sufficient for handling it, aided by a thorough handoff of key pointers facilitating easier initial setup.
The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.
| Product | Market Share (%) |
|---|---|
| Freshdesk | 3.0% |
| Zoho Desk | 2.6% |
| Other | 94.4% |
| Company Size | Count |
|---|---|
| Small Business | 21 |
| Midsize Enterprise | 5 |
| Large Enterprise | 8 |
| Company Size | Count |
|---|---|
| Small Business | 19 |
| Midsize Enterprise | 2 |
| Large Enterprise | 1 |
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.”
With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.
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