We performed a comparison between Freshservice 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."We found the initial setup to be very simple."
"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."
"Ability to scan barcodes and a great search feature."
"It allowed the development team to concentrate on the client’s requirements instead."
"The overall functionality of the product is excellent."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"It is a stable solution. My company hasn't faced any problems with the solution."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."
"The ticketing feature is very easy to use, compared to other systems."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"It is a scalable platform."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"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."
"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 product provides communication features like chats and calls."
"Freshservice could improve the delegation and workflow management features."
"A chat bot needs to be added to the portal."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"Freshservice's technical support has issues with delays and translations."
"I am not too happy with the page layout or screen layout since it always looks messy."
"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."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"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."
"Sometimes, the solution has some email issues in a new data center."
"It could be easier to link Zoho Desk and Outlook."
"The solution needs to have more customization on alerts and notifications."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while Zoho Desk is ranked 7th in Help Desk Software with 19 reviews. Freshservice is rated 8.0, while Zoho Desk is rated 8.4. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". 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". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and Moveworks, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Spiceworks. See our Freshservice vs. Zoho Desk report.
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