We performed a comparison between Freshdesk and Zoho Desk 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."The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"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."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"Technical support is outstanding."
"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."
"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."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"The product is quite stable."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"The product provides communication features like chats and calls."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"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."
"I would like to see a little bit more color in the solution."
"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."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"Technical support is not the best. It could be much, much better and offer better support to users."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"Asset management and branding are two areas in the solution that have scope for improvement."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"The solution could improve its stability and scalability."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"They could enhance the product’s features to customize the automated email responses."
"Zoho Desk lacks lookup fields for the layouts."
"There is room for improvement in terms of integration."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
Freshdesk is ranked 6th in Help Desk Software with 27 reviews while Zoho Desk is ranked 7th in Help Desk Software with 19 reviews. Freshdesk is rated 8.4, while Zoho Desk is rated 8.4. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and Atlassian Confluence, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshservice and Spiceworks. See our Freshdesk vs. Zoho Desk report.
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