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Freshservice vs Zendesk Guide comparison

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1,840 views|1,389 comparisons
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3,193 views|2,727 comparisons
Featured Review
Find out what your peers are saying about Freshservice vs. Zendesk Guide and other solutions. Updated: January 2022.
566,406 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system.""The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible.""The overall functionality of the product is excellent.""I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."

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"The product offers very good management. It has a great ability to assign tickets based on content.""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 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.""One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting.""It is very easy to connect back and forth between the requester and the person fulfilling the ticket.""One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."

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Cons
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that.""They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan.""The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive.""You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."

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"It wasn't easy to set up so we're only using a third of all of the features,""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.""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.""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.""Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple.""The solution itself wasn't easy to set up."

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Pricing and Cost Advice
  • "It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."
  • "The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
  • "Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
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  • "We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
  • "Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."
  • More Zendesk Guide Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: 
    The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to… more »
    Top Answer: 
    Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives.
    Top Answer: 
    I'm not sure if it's on the roadmap, but Freshservice is missing something for the moment. You can't implement a complicated delivery workflow. We don't have the same problems with incident and change… more »
    Top Answer: 
    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… more »
    Top Answer: 
    We found the solution to be a bit expensive. We were using the level just below enterprise grade. There aren't really any extra costs beyond the standard licensing.
    Top Answer: 
    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… more »
    Ranking
    Views
    1,840
    Comparisons
    1,389
    Reviews
    3
    Average Words per Review
    1,008
    Rating
    8.3
    Views
    3,193
    Comparisons
    2,727
    Reviews
    6
    Average Words per Review
    1,143
    Rating
    7.5
    Comparisons
    Also Known As
    Flint
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    Overview

    Freshservice is a Cloud-based IT Service Desk and IT Service Management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important - exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software, Freshchat Customer Messaging Software etc. - with more than 150000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

    Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

    Offer
    Learn more about Freshservice
    Learn more about Zendesk Guide
    Sample Customers
    Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
    Shopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company29%
    Comms Service Provider19%
    Government6%
    Educational Organization5%
    REVIEWERS
    Computer Software Company25%
    Financial Services Firm13%
    Construction Company8%
    Non Profit8%
    VISITORS READING REVIEWS
    Computer Software Company29%
    Comms Service Provider21%
    Government7%
    Insurance Company4%
    Company Size
    REVIEWERS
    Small Business78%
    Midsize Enterprise11%
    Large Enterprise11%
    REVIEWERS
    Small Business43%
    Midsize Enterprise36%
    Large Enterprise21%
    Find out what your peers are saying about Freshservice vs. Zendesk Guide and other solutions. Updated: January 2022.
    566,406 professionals have used our research since 2012.

    Freshservice is ranked 12th in IT Service Management (ITSM) with 4 reviews while Zendesk Guide is ranked 8th in IT Service Management (ITSM) with 6 reviews. Freshservice is rated 8.2, while Zendesk Guide is rated 7.6. The top reviewer of Freshservice writes "Good workflow automation capabilities, great price, and great user-friendliness". On the other hand, the top reviewer of Zendesk Guide writes "Good SLA options and reporting features but is not easy to set up". Freshservice is most compared with ServiceNow, ManageEngine ServiceDesk Plus, SCSM, JIRA Service Management and TOPdesk, whereas Zendesk Guide is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshdesk and TOPdesk. See our Freshservice vs. Zendesk Guide report.

    See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

    We monitor all IT Service Management (ITSM) 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.