Service desk platforms – also called agent desks – help companies enhance the customer experience, scale conversations across multiple channels and reduce customer service costs. Two of the most established ticket management software platforms – and often compared platforms, too – in this space are Zendesk vs Freshdesk. Both are used by hundreds of thousands of companies around the world as customer support software and help desk software service solutions.
Both offer a suite of sophisticated features, some are the same and some different, that help agents resolve issues faster and also make support easier and more convenient for customers. The platforms are highly reviewed and rated on G2: Freshdesk rates 4.4/5 stars with 2,482 reviews and Zendesk Support Suite rates 4.3/5 stars with 3,267 reviews (at the time of publishing). So, what’s right for you: Zendesk or Freshdesk?
In this post we’re diving into everything you need to know about Zendesk vs Freshdesk including features, pricing, customers, customization and more. After reading this post, you’ll be able to figure out if Zendesk or Freshdesk would work better for your company.
Zendesk: Everything you need to know
Zendesk is one of the most well-known and established help desk platforms. It has over 160,000 customers, including some of the largest enterprise brands in the world such as Siemens, Uber, Instacart and Polaris. It’s targeted at high-growth and enterprise companies that need sophisticated features, and because of this, is the more expensive option. More than just a help desk, Zendesk can help companies manage the entire customer experience – bringing marketing and support together into one platform.
Zendesk enables customers to deliver a consistent experience across multiple channels and provide agents with a unified workspace to manage and even collaborate on conversations. The platform gives agents a 360-degree view of customer data so context can be carried forward (similar capabilities are available on Freshdesk). This has a major impact on the customer service KPIs: on average, Zendesk increases customer satisfaction by 25% and agent productivity by 30%1.
Key Features of Zendesk
Zendesk Ticket Management
The ticketing system on Zendesk consolidates all of your tickets into a single platform – including from social media, email, chat, in-app support, phone, and the web. It boasts features including ticket routing and assigning tickets to the right agent. According to one review, this feature makes an impact: “the built-in intelligent routing ensures appropriate customer-to-agent fit and automates ticketing queues to reduce resolution time2..”
Leveraging the Zendesk platform, you will never lose a request as each ticket, regardless of channel, is entered into a queue for agents to pick up.
Zendesk Knowledge Base
Zendesk is one of the best knowledge base software platforms that is self-service via customizable and user-friendly. This lets your customers find the answers to their questions via an online help center without needing to interact with an agent, and essentially deflecting tickets. These intuitive help centers can be deployed on mobile or Web via a simple SDK.
Apps and Integrations
The Zendesk marketplace has over 1,250 apps and out-of-the-box integrations including Zendesk chatbots to automate conversations, productivity tools, time tracking, collaboration and customer surveys. These Zendesk apps amplify the power of the platform and many can be implemented with a single click.
Zendesk Pricing
Zendesk offers a variety of pricing plans based on the number of agent seats you need, channels, and access to features like the self-service Zendesk Knowledge Base. At the time of this post, the most basic plan starts at $49 / month / agent and this increases to $215 / month / agent for the most robust enterprise plans. Though Zendesk does not offer a free tier, it does have a free trial.
Zendesk Customization
Zendesk allows you to customize all reports and graphs, as well as chat colors, text, logos, and branding. Views within the Zendesk dashboard can be “extensively customized to your preferences as well—an area in which Freshdesk tried to do something similar, but we preferred the way Zendesk Support shows the information, including ticket expiration times.”
Zendesk Reports and Data Analysis
Zendesk offers a suite of beautifully-designed reports to help you measure the success of your customer support operations. You can quickly identify areas that require improvement, and areas of development for your agents. The best part? You can track your performance against best practice metrics so you can see how you’re performing.
Zendesk Security
Security is core to the Zendesk platform. The company is SOC 2 Type II, ISO and FedRAMP LI-SaaS compliant.
Hear how AI can improve the customer experience in this webinar featuring Greg Dreyfus from Zendesk.
A complete guide to Freshdesk
Freshdesk is a top Zendesk alternative and might be the better option if you’re looking for a simple, more affordable option. Over half of the reviews on G2 come from small companies, but that’s not to say that larger companies don’t also use Freshdesk.
The platform is used by over 50,000 brands, including Bridgestone, HP, Harvard University and DHL to improve customer service. While Zendesk has a broader lens of the entire customer experience, Freshdesk is more narrowly focused on customer support (although it can be integrated with other Freshworks products).
The platform is touted for its usability and you can get set up in just a few minutes. According to one review, “Freshdesk is easy to set up and get started. It has the quickest go-to-market deployment, even when considering novice users3.”
Key Features of Freshdesk
Freshdesk Ticket Management
The Freshdesk ticketing system lets you close tickets faster with a centralized inbox that brings in tickets from multiple channels (email, phone, web, chat and social) Tickets are assigned to agents in a few ways – skill-based, load balancing and round robin – and agents can collaborate on tickets in real-time. It is the only platform to provide in-app notifications to agents if a ticket status changes or a customer responds, and canned responses help to provide consistent responses to common questions. The platform has unique tools like a “Thank you detector” which prevents reopening of tickets when customers respond with a thank you.
Freshdesk Knowledge Base and Self Service
Sometimes customers want to help themselves and Freshdesk boasts a suite of self-help tools. One such tool is a fully-customizable Knowledge Base (or help center) which can be accessed on your website, mobile app or even chat. Another form of customer self service is community forums, which allows your users to ask each other.
Freshdesk Integrations
While not as robust as the Zendesk marketplace, Freshdesk has an app store with over 800 pre-built integrations including productivity, remote work, file sharing and collaboration tools.
Freshdesk Reports and Data Analysis
Freshdesk users can make data-based decisions by accessing a variety of reports, including ticket volume trends, agent performance, group performance, satisfaction surveys, customer sentiment, etc.
Freshdesk Pricing
Freshdesk offers a variety of pricing plans from FREE (Yes, free!) to high-growth companies ($15 month / agent) all the way up to enterprise plans starting at $79 / month / agent (pricing at the time of publication). Plans vary based on features, channels and integrations available, but they have done a good job of providing tremendous value in every tier based specifically on the stage of your business. According to one review, “Even on the [basic and free] plan, there aren’t many restrictions [when it comes to features4.”
Freshdesk Customization
Freshdesk offers a large number of ways you can customize your experience. You can brand your entire help desk to align with your company’s branding, choosing the style or color of elements of your portal, or selecting from a library of plug-and-play “FreshThemes.” You can also have your portal built in over 40 languages and even map your Freshdesk domain to your own support URL.
Freshdesk Security
Like Zendesk, Freshdesk has rigorous security controls and is GDPR, HIPPA, SOC and ISO compliant.
Get 5 strategies for successful customer service automation
in this webinar featuring Rajiv Ramanan from Freshworks.
Zendesk vs Freshdesk Feature Comparison
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Pricing |
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Four Tiers:
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Free option |
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Free plan with unlimited agents which includes:
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Self-help |
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App Store |
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Channels |
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Ticket Management |
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Agent Collaboration |
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How to leverage AI to get even more value from Zendesk and Freshdesk
Companies using chatbots for customer service can further enhance the CX experience. While ticket management platforms like Zendesk and Freshdesk streamline the agent experience tremendously and decrease resolution time, AI chatbots like Netomi are now acting as the first line of defense when tickets come in. Netomi’s virtual agents sit alongside human agents to supplement and enhance live chat support teams.
Once you get clarity on this decision comparing Zendesk vs Freshdesk, the Netomi AI takes the best course of action with every incoming ticket:
- For highly repeatable tickets, the AI can automatically resolve it without having to loop in a human agent
- For more complex tickets, the AI can gather information from the customer or back-end systems, and even draft a response for review, before handing off to a human agent
- For the most complex tickets, the AI can summarize and route tickets to the right agent
By leveraging the out-of-the-box Netomi virtual agent integration, companies enhance both the agent and customer experience while also reducing costs. Most other chatbots don’t sit natively within the agent desk, but with Netomi, virtual and human agents work alongside each other, creating the most efficient customer service team that we’ve ever seen.
Interested in learning more about how Netomi integrates with two of the leading helpdesk AI platforms? Take a look at how we can integrate with Zendesk and how we can help you connect your Freshdesk implementation to Netomi.
References we used for this Zendesk vs Freshdesk comparison
- https://www.capterra.com/p/164283/Zendesk/
- https://www.trustradius.com/products/zendesk-support-suite/reviews
- https://www.g2.com/products/freshdesk/reviews/freshdesk-review-5036680
- https://www.g2.com/survey_responses/freshdesk-review-5036680