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Freshdesk vs Zendesk: How to Choose the Best Option for Your Company

Comparing Freshdesk vs Zendesk is a quite difficult task. Many features intersect and the quality of both platforms is excellent. But at the closer look, you will see that each help desk has its unique features and slight differences. These differences may be decisive for a particular company.

Below you will find a comparison of two leading help desk platforms. We will make a list of standard features and try to find peculiarities.

Historical Facts about Zendesk and Freshdesk

Three programmers from Copenhagen, Denmark launched Zendesk in 2007. And during the following year, it managed to acquire 1,000 customers. Soon the company moved to San Francisco. The main idea behind the platform was to give its clients zen in handling customer requests. Today the company has over 2,000 employees and serves 119,000 paying clients. Among them is Uber, Shopify, Loreal.

Freshdesk entered the market in 2010. Its founders come from India. On their website, they write that the idea to develop a new help desk came to the founder’s mind when he endured poor customer service himself. In 2011, Freshdesk took part in Microsoft BizSpark Startup Challenge and won it. In half a year the company managed to acquire first 100 clients. Today Freshdesk serves over 80,000 customers, among them Honda, Unicef, Cisco, and other famous names.

Pricing Plans: Freshdesk vs. Zendesk

(Monthly Billing)
£5/agent/ month£15/agent/ month£39/agent/ month£79/agent/ month£149/agent/ month
Email & social channelsYesYesYesYesYes
Web Widget and Mobile SDKYesYesYesYesYes
Pre-defined business rulesYesYesYesYesYes
Essentials cardYesYesYesYesYes
Interaction historyYesYesYesYesYes
Customised business rulesNoYesYesYesYes
Performance DashboardsNoYesYesYesYes
Public apps and integrationsNoYesYesYesYes
Multilingual contentNoNoYesYesYes
CSAT surveysNoNoYesYesYes
Advanced analytics powered by Zendesk ExploreNoNoYesYesYes
Multiple Ticket FormsNoNoNoYesYes
Skills-Based RoutingNoNoNoYesYes
Contextual WorkspacesNoNoNoYesYes
Satisfaction PredictionNoNoNoYesYes
Multibrand supportNoNoNoYesYes
Launch Success ProgrammeNoNoNoYesYes
Unlimited light agentsNoNoNoNoYes
99.9% uptime SLANoNoNoNoYes
1 hour service level objectiveNoNoNoNoYes
Advanced encryption & securityNoNoNoNoYes
Data centre locationNoNoNoNoYes

Both Freshdesk and Zendesk have five pricing plans. Zendesk offers its basic 'Essential' plan for $5/agent/month:

And on Freshdesk you can use the basic 'Sprout' plan free of charge for three agents:

(Monthly Billing)
FREE$19/agent/ month$35/agent/ month$65/agent/ month$125/agent/ month
(Annual Billing)
FREE$15/agent/ month$29/agent/ month$49/agent/ month$109/agent/ month
Agent LicensesUnlimitedUnlimitedUnlimitedUnlimitedUnlimited
Email TicketingYesYesYesYesYes
Team CollaborationYesYesYesYesYes
Knowladge BaseYesYesYesYesYes
Tacket Trend ReportYesYesYesYesYes
Social TicketingYesYesYesYesYes
Collision DetectionNoYesYesYesYes
Marketplace AppsNoYesYesYesYes
Helpdesk in-depthNoYesYesYesYes
Business HoursNoYesYesYesYes
Time TrackingNoNoYesYesYes
CSAT SurveysNoNoYesYesYes
Session ReplayNoNoYesYesYes
Performance ReportsNoNoYesYesYes
Multilingual Knowledge BaseNoNoYesYesYes
Ticket Assignment AutomationNoNoNoYesYes
Custom RolesNoNoNoYesYes
Portal CustomizationNoNoNoYesYes
Enterprise ReportingNoNoNoYesYes
Multiple SLAs & TimezonesNoNoNoYesYes
Skill-based Ticket AssignmentNoNoNoNoYes
IP WhitelistingNoNoNoNoYes
Data Center LocationNoNoNoNoYes
HIPPA ComplianceNoNoNoNoYes
Extendable API rate limitNoNoNoNoYes

Both platforms specify prices for annual payment. If you want to pay month-to-month, the costs will be a little bit higher.

As you can see on the screenshots above, Freshdesk offers lower prices for similar plans. On the other hand, Zendesk provides robust enterprise features like dedicated support, advanced training for corporate users, and others that can justify higher costs.

Specific features of Zendesk and Freshdesk

Providing a set of necessary functions, both leaders try to distinguish themselves with some unique functionality.

One of such functionality in Freshdesk is its gamification system. The system is called Freshdesk Arcade. It helps to break the monotony of the agents’ work setting goals and offering intangible rewards for their work: badges and points.

Zendesk can also boast a unique feature. It is called 'Benchmark tool.' The tool compares company metrics against the metrics of other players and leaders of the market. The benchmark tool uses the statistics of over 25,000 companies.

Also, Zendesk allows sharing tickets between multiple Zendesk accounts, provides functionality to create communities, forums, and portals. So it considered being a tool for medium and large companies. In turn, Freshdesk looks to be cheaper and has a free basic plan. That makes it a more suitable solution for small and medium companies.

How to make the right choice?

When users on forums write about their experience choosing between Zendesk and Freshdesk they often mention three significant factors: features, cost, and customer service and personal communication with Freshdesk and Zendesk representatives.

So the best approach to make a final choice is as follows:
1. Create a short list of the critical features
2. Find a plan that offers these features
3. Communicate with the company managers and support on different issues.

Both Freshdesk and Zendesk offer free trials, so you have an excellent opportunity to make an informed decision.

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