Freshservice and Zoho Desk compete in the IT service management category. Freshservice has the upper hand in user experience and mobile support, while Zoho Desk stands out with its economic pricing and multichannel support.
Features: Freshservice offers comprehensive IT service management with features like incident management, change management, and strong analytics. Its intuitive user-friendly interface and extensive automation capabilities provide a robust experience. Meanwhile, Zoho Desk is tailored to customer support with strong multichannel capabilities, including social media integration. It also offers excellent ticket management and extensive customization options.
Room for Improvement: Freshservice users report the need for enhanced reporting and customization capabilities, along with improvements in project management features. There are also limitations in integrations with some infrastructures. Zoho Desk could benefit from better ITSM integration and improved customization for alerts and notifications. Enhancements in analytics and social media tracking are also desired by users.
Ease of Deployment and Customer Service: Freshservice provides deployment on public and private clouds but lacks hybrid cloud support which Zoho Desk offers. Some users praise Freshservice's technical support, though responsiveness can vary. Zoho Desk is generally known for satisfactory customer support, though it occasionally experiences delays with non-critical issues.
Pricing and ROI: Freshservice is seen as reasonably priced with various plans, though it becomes pricier with more features. It provides good license management and pricing flexibility, leading to a satisfactory ROI. Zoho Desk is lauded for its economic pricing and flexible subscription model, especially beneficial for small to mid-sized businesses, offering immediate ROI through improved efficiency.
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.
However, they have improved over the period of two years.
We had a good experience with customer service, receiving a positive response from technical support.
the experience was satisfactory
I find the response time in emails to be very good, and the solutions provided are simple.
Freshservice is easy to use for scalability.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.
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.
The solution offers flat licensing and appears to be cost-effective.
We pay a certain amount annually for the number of users, and as users increase, the cost increases.
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.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
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.
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I 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.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "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."
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.
We monitor all Help Desk Software 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.
