In the realm of customer support, you need immense concentration and superb time management skills. The load of incoming requests can feel extremely heavy. In this case, it is important to have software that streamlines your tasks.
Using a reliable tool can significantly impact your team’s efficiency and customer satisfaction. The two leading names that must have come to your notice are Zendesk and Freshdesk.
But which one is the best for your business? Do not worry! We are here with the answer. This blog will explore Zendesk vs Freshdesk and their features in detail to help you make a wise decision for your business.
30-Second Summary
If you are looking for a reliable customer support tool, you must have come across Zendesk and Freshdesk. But which one is right for you? The answer to this question is simple: it depends on your business needs.
This blog explores Zendesk vs Freshdesk in detail. From their core differences and similarities to pros and cons, find everything in this comprehensive guide.
What is Zendesk?
Zendesk is one of the oldest and famous helpdesk platforms. It is cloud-based and works on a subscription model. This tool is particularly helpful for medium to enterprise-level businesses.
It provides excellent ticketing systems, AI-automations, and advanced reporting. This tool manages complex workflows and helps teams resolve customer issues rapidly. Many large companies use it as it offers scalability and flexibility.
It offers dynamic options.
- Cutting-edge analytics dashboards
- AI bots and macros
- Multi-channel ticketing capability
- Strong integrations
What is Freshdesk?
Freshdesk is also a cloud-hosted customer support platform. It is a product of Freshworks Inc. This tool has an intuitive interface, helping teams to resolve any customer problem easily.
Freshdesk converts requests from different channels (social media, email, and phone, etc) into tickets. The AI automation and integration capabilities enhance team collaboration. The reporting and analytics offer powerful insights to grow your business.
It has a powerful set of tools.
- Omnichannel support
- Intuitive ticketing channel
- Team collaboration features
- AI and automation features
Zendesk vs Freshdesk: A Snapshot
| Features | Zendesk | Freshdesk |
| Price | Paid plans only | Has a free plan |
| Ease of use | Complex with a steeper learning curve | Beginner-friendly, easy to navigate |
| Mobile App | Stable with lots of features | Functional but sometimes slow on Android |
| AI Capability | Advanced AI (a costly add-on) | Freddy AI on mid pricing tiers |
| Help Center SEO | Limited SEO features and editor controls | Better editors with supported redirects |
| Ticket Merging | Does not have native parent-child ticket support | Supports links only, not full merges |
| Integration | Requires development efforts for complex CRMs | Simple for basic tools |
| Best for | Mid-size to enterprise level | Startups and SMBs |
Zendesk vs Freshdesk Features
Below is a feature-by-feature comparison of Zendesk vs Freshdesk.
Core Architecture and Approach
Zendesk is an ecosystem-style platform. It offers a modular setup where you can assemble multiple components, such as Support, Guide, Talk, and Explore.
Freshdesk has a more integrated and all-in-one platform. It allows you to use a comprehensive suite of tools in a more unified structure.
Omnichannel Support and Ticketing System
Both platforms allow customers to interact with businesses across multiple channels. Moreover, they both have advanced ticketing systems that manage customer requests in an organized way.
Freshdesk’s functions are
- Automated routing
- SLA management
- Single inbox for multiple channels
- Custom ticket statuses
- Repeated tasks automation
- Canned responses
Similarly, Zendesk offers
- Centralized inbox
- SLA management
- Automated Routing
- Complete customer context
- Automated routine ticket tasks
- Predefined responses
AI Capability: Freddy AI vs Zendesk AI
Zendesk AI easily manages and organizes the workflow for larger enterprises. The features of this AI are versatile.
- It has intelligent triage. It can detect the intent, language, and sentiment of the incoming tickets.
- It offers suggestions to agents during live conversations.
- The bots are advanced. They handle routine queries, collect important information, and can be escalated if needed.
- Macros and Workflow triggers are combined with AI that automates the process of ticket categorization and routing.
Freddy AI is more suitable for growing teams that want to focus on easy-to-use platforms.
- Freddy Copilot suggests responses and assists team members in real-time.
- Freddy self-service has AI chatbots that guide customers using your knowledge base.
- Freddy Insights analyzes ticket trends and provides performance recommendations based on anomalies.
Zendesk vs Freshdesk: Ease of Use and Interface
You should consider UI and ease of use before investing in a customer support tool. Below is a breakdown of the Zendesk interface vs Freshdesk interface and how easy both of them are to navigate.
Ease of Use
Freshdesk is popular for its user-friendly interface. The straightforward navigation allows teams to learn and use it quickly. Most users like its simplicity as they can access tickets and knowledge bases without going through extensive training.
While Zendesk offers extensive features and customization options, it also has a steeper learning curve. It takes time for users to become proficient in using it. For smaller teams, it gets difficult to set up and use it.
Interface
Freshdesk is known for its intuitive interface. It is great for teams who want to start immediately with minimal training. The AI chatbots are easy to set up. Additionally, you have access to a unified structure of a comprehensive tool suite.
Zendesk has a powerful interface with advanced features and deep configuration. This tool is based on a modular approach and allows you to build your ideal setup. However, users may require additional training to understand and use these features.
Integrations and Customization
Integrations are necessary to create a seamless workflow by leveraging existing platforms and tools. Zendesk vs Freshdesk integrations list is almost similar, both offering more than 1000 integrations.
Integration
The Zendesk vs Freshdesk integrations are slightly different. Freshdesk provides 1000+ ready-to-install integrations. You can integrate various apps, including WhatsApp, Jira, Slack, MS Teams, Salesforce, and Shopify. Some integrations are free, and others require payment.
On the contrary, Zendesk offers 1200+ integrations. These apps include Google Play Reviews, Trello, MS Teams, Zoom, Salesforce, and many more. Zendesk has a marketplace for integrations with some free options as well.
Customization
Customization allows agents to tailor the customer support process according to the needs of the business.
Freshdesk offers a broad range of customization options. Access to these features depends on what subscription package you use. Some of these options include custom fields, ticket assignments, organized workflows, custom roles, custom reports, multilingual support, and much more.
Zendesk has a myriad of customization options. However, you get them according to your subscription plan. Some of the options Zendesk provides are user fields, automations, group views, live dashboards, and agent statuses.
Security and Data Protection
When it comes to Zendesk vs Freshdesk security compliance, it is a tough competition. Both offer top-grade security features to provide a protected experience.
Every Freshdesk plan has SSL encryption. It is ISO, SOC 2, GDPR, and HIPAA compliant. Moreover, it offers HTTP with TLS 1.2 encryption for data in transit. For data at rest, it uses AES 256-bit encryption.
Zendesk also complies with various regulations, including ISO, SOC 2 Type II, and FedRAMP LISaaS. It uses AWS to encrypt data at rest. It also has cutting-edge data protection tools, including access logs and data masking.
Data Analytics
Freshdesk Analytics is ideal for reporting and data analysis. It shows you the ticket volume, response rate, customer satisfaction, and user productivity. These insights are particularly useful to evaluate customer service performance.
The reports of these tools are vibrantly colored and have visual capabilities. Additionally, you can also customize reporting.
Zendesk has a more comprehensive reporting feature. It provides analytics about omnichannels, agents’ performance, and real-time historical data.
The customizable dashboards and reports make the workflow seamless. However, you need to learn about the customization process.
Knowledge Bases and Community Forums
Have a look at Zendesk vs Freshdesk knowledge bases and community forums.
Knowledge Bases for Customer Support
Freshdesk’s knowledge base has an easy-to-use interface. It provides various opportunities to customize your content. The support is multilingual with a powerful search feature. The feature Email-to-KBase helps agents convert their replies into articles.
Zendesk also provides users with a comprehensive knowledge base. You can organize content into different categories, create custom templates for articles, and also add a search bar. You can integrate Google Analytics and use its AI-powered Content Cues to assist you in customer inquiries and creating articles.
Community Forums for Customer Engagement
Zendesk vs Freshdesk customer support quality is quite similar. Both Zendesk and Freshdesk offer community forums to create a loyal customer base.
On these forums, customers can interact with each other and share queries and feedback. You can also get access to third-party community forums through these platforms.
Scalability and Growth
Growing businesses need platforms that are easy to scale. Scalability provides a high customer satisfaction rate. Let’s compare Zendesk vs Freshdesk to see their scalability.
Freshdesk provides scalability across multiple regions, languages, and products. The dashboard allows you to keep track of multiple mailboxes and reply to all of them in an organized way.
Zendesk has a wide range of support operations with centralized management. The 1200+ integrations allow you to enhance the customer support to match your business growth.
Zendesk vs Freshdesk: Pricing Comparison
Zendesk vs Freshdesk prices are different. Both have paid plans, with each tier offering access to different features.
Freshdesk
Freshdesk offers a 21-day trial to users. You can explore its interface and features to see if it is suitable for you.
Free Plan: This plan is free for up to 10 agents. In this plan, you get a basic set of features. These features include email, social media support, self-service options, and basic ticketing.
Growth Plan: The price of this plan is $15 per agent per month. It is ideal for growing teams and offers various options. It provides collision detection, access to the app’s marketplace, advanced analytics, and basic SLAs.
Pro Plan: The cost of this plan is $49 per agent per month. You get support up to 5 products and can integrate 5,000 collaborators. You also get access to customer segmentation and role-based agent features.
Enterprise Plan: It costs $79 per agent per month. In this plan, you get unlimited products, skill-based routing, a sandbox environment, and a large knowledge base for established enterprises.
Zendesk
Zendesk does not have a free plan, but it does offer a 14-day free trial. Through this trial, you can explore all the features of the Zendesk Suite Plan.
Suite Plan: You can purchase this plan for $55 per month per agent. It is ideal for starting teams. The features include a knowledge base, basic chatbots, ticketing, workflow automation, and multi-channel support.
Suite Growth: This plan is great for scaling teams. It costs $89 per agent per month. You get SLA management, a self-service portal, customer satisfaction insights, customized forms, and multilingual support.
Suite Professional: It costs $115 per agent per month and is perfect for advanced teams. It provides cutting-edge features, such as customer analytics, messaging with Sunshine Conversations, advanced AI, HIPAA compliance, and skill-based routing.
Suite Enterprise: This plan has custom pricing. It is designed to manage the workflow of large companies. You get a sandbox environment, tailored workflow, dynamic workspaces, custom roles, and an Advanced Data and Protection add-on.
Zendesk vs Freshdesk: Similarities
Apart from these different features, many options are similar in both Zendesk and Freshdesk.
- Both tools provide multi-channel support and convert inbound requests from all channels into a centralized ticket resolution.
- Both of these platforms have strong AI and automation features.
- Zendesk and Freshdesk provide extensive self-service portals.
- Both platforms enhance team collaboration through internal notes and shared ticket ownership.
- Zendesk and Freshdesk improve support operations through reporting and analytical tools.
- Both provide third-party integrations with various tools and applications.
- Both platforms allow you to use them on the go through mobile apps.
- Both Zendesk and Freshdesk maintain a high level of data security.
Zendesk vs Freshdesk: Pros and Cons Summary
Both platforms have their advantages and limitations, which are discussed below.
Zendesk
Zendesk has both pros and cons.
Pros
- Strong third-party integrations
- Dynamic reporting and analysis
- Extensive self-service options
- Powerful AI capabilities
- Scalable with business growth
Cons
- Can be costly, particularly for larger teams
- The interface can be less intuitive.
- Steeper learning curve for non-tech users
Freshdesk
Freshdesk has the following pros and cons.
Pros
- Highly customizable and aligns with your organization’s needs
- Extensive multi-channel support
- Easy to set up
- Integration with other apps and tools
- Affordable for small and medium-sized businesses
Cons
- May require more time for initial setup due to customization complexities
- AI capabilities may not be as advanced as Zendesk’s.
Who should use Freshdesk vs Zendesk?
Let’s see if Zendesk vs Freshdesk is suitable for your business needs.
Zendesk
- You need advanced reporting and automations.
- You can afford high-priced plans.
- You are a growing organization or an enterprise.
Freshdesk
- You need a tool that is easy to use.
- You are a small team or startup.
- You want an affordable and simple solution.
Conclusion
The field of customer support requires concentration and time management skills. To help you with that, Zendesk and Freshdesk have advanced features. Both are trusted by users in streamlining their workflows.
However, there are some differences between these tools. It is necessary to understand the concept of Zendesk vs Freshdesk to make an informed decision for your business. This blog covers this concept in depth and provides all the essential information.
For more updates and information about SaaS tools, feel free to explore the Latest SaaS Updates.
FAQs
Which is easier to set up, Zendesk or Freshdesk?
Freshdesk is generally easier to set up compared to Zendesk. It has an intuitive interface that speeds up the onboarding process.
Is Freshdesk a good alternative to Zendesk?
Yes, Freshdesk is a good alternative to Zendesk. It has competitive features, an ideal UI, and provides better value for money for small and mid-sized businesses.
Which is the best helpdesk for startups: Zendesk or Freshdesk?
Freshdesk is often the ideal choice for startups. It has a free plan, lower costs, and an easy setup. Zendesk is more suitable for larger enterprises.
Which Tool offers better AI features at a lower cost?
Freshdesk’s AI, Freddy AI, offers useful options, such as chatbots and ticket summaries, at lower costs. Zendesk’s AI add-ons are generally available on higher-tier plans.
