Most companies are heavily relying on a customer service software system to maximize their sales. These tools have proven numerous times that they are not only effective but can mean a night and day difference. Today, operating without a proper ticket management tool is practically impossible as most small companies, and large for that matter, use them to their advantage.
And it’s not just about the competition, these tools were made with customer service in mind and they alone can solve a wide range of issues. From automation to educating customers, they are effective at accelerating any type of job in any type of industry.
Yet, taking into consideration the assortment of these customer service software tools, it becomes clear that picking one can be a tough endeavor. Thus, to help you pick the right tool for your organization, we decided to compare two of the most popular options. Yes, we’ll be covering Zendesk vs Freshdesk. So, without further ado, let’s see how these juggernauts stack against each other.
The Scope of the Analysis
When we decided to compare Zendesk vs Freshdesk we noticed that they are very similar in terms of feature set. To spice things up, we will be covering price, their dashboard systems, ticket management, live chats, customization, and automation tools. Keep in mind that these aren’t the only characteristics we’ll be talking about but these are the main focus. Ultimately, our goal is to provide you with a clear understanding of what customer service software you should roll with by comparing Freshdesk vs Zendesk.
The Price to Performance Ratio
Looking at Zendesks feature list and taking into consideration the number of updates you get from them, the $149 user/month price tag doesn’t seem that expensive. By grabbing the medium package, you get phone support, an extensive knowledge base, and support tickets. What even better is that you can buy these things separately and don’t have to pay for things you don’t have a use for. In other words, Zendesk offers the ability to customize, filter, and outright, remove features from your plan so that you don’t have to pay for it. You also get access to Zendesk support which operates round-the-clock.
Looking at Freshdesk on the other hand, it’s cheaper but it does not allow you to personalize your plan. In other words, you will be tied to a pre-determined feature list. Although, with all these limitations, their pricing is pretty good. For just $89 user/month Freshdesk includes advanced training programs, a robust support system, and tools designed for business growth. Also as an added bonus, Freshdesk has the Sprout plan which essentially is a free version of the enterprise plan. The feature list is much shorter but you do get an idea of what the system is capable of. It’s a great option for those who like to give a test drive before buying anything.
Looking at Zendesk and Feshdesk pricing options, it’s clear as day that Freshdesk is cheaper, although, Zendesk has a better enterprise feature set. Yet, in all honesty, it depends on how many agents you have and how many customers you are planning on serving. We suggest that you take into consideration the potential growth of customers and agents and then decide which system to work in.
Freshdesk offers a nice feature set but most of them are tailored from small to medium size businesses. If you have a large organization or plan on expanding, you can always use a third-party app that will add-up those missing features. This will add up to the bill in the long run but you will have more flexibility.
Zendesk, on the contrary, has a number of sorting options and was designed with large corporations from the get-go. Zendesk offers support for managing roles right from the dashboard which is a huge plus in our books. Last but not least, you get the ability to add social media channels. The main downside of this dashboard system is that it loads slowly and sometimes can take a while to update. If you are working in a fast paced environment, this will be a huge step down for you.
As of the time of this writing, looking at Freshdesk vs Zendesk in terms of ticket management, they are practically identical. However, each of them provides a few extra features (listed below) that you might be interested in.
Zendesk Ticket Management
1. Zendesk offers perhaps the most feature-packed ticket management suite we’ve ever seen. The amount of options you get with this system is mind-boggling and the best part is that they are polished and refined. From Zendesk support to automation, you can adjust just about everything. A single Zendesk ticket can be transformed into a story, a report, a case study, you name it. Another cool thing about Zendesk is that they allow you to draw information from a database so that provided customer experience would be much better.
2. Zendesk also has the Macros system. The idea behind this tool is to provide a better customer experience by providing proven solutions. It basically scans your database and provides a list of potential solutions. It's not always accurate but it can address basic complaints without any issues. You can pair this functionality with an AI-powered chatbot and gain some great results.
3. Also as part of the ticket suite, we have CCing. There’s literary noting special about it as it tries to mimic email functionality. However, what's cool is that it’s reliable and you don’t have to explain it to your staff.
Freshdesk Ticket Management
1. Freshdesk includes basically in all of their plans a robust ticket management system. It might not be as rich as Zendesks one but it does have a few advantages. The very first that comes to mind is the Discuss tab. This feature allows you to communicate with your team members directly within the ticket. This might seem like a small thing but how many times a day do you switch between Slack, Skype, and Discord just to answer a few questions? Yep, a lot and this is what makes this function so great.
2. Another interesting feature Freshdesk offers is canned responses. A canned response is basically a template made from your previous messages. The system will detect if the customer case is similar and propose you a suggestion that is based on your previous attempts. It saves a ton of time and most of the time it’s accurate.
Live Chat Functionality
Both Zendesk and Freshdesk have Live Chat functionality. These chats are widely used and are very useful in after-sale service. They enhance customer experience and push you as a brand. Thankfully, Freshdesk and Zendesk provide a really good service but when comparing both, you will notice a difference.
First off, Freshdesk provides a really sleek app called Freshchat. Its user interface is stylish, eye-catching, and you can place it on your website. Moreover, with it, you can reroute chats into tickets and vice-versa. The navigation is reminiscent to Slack but unlike it, Freshchat tracks history has the aforementioned rerouting possibilities and customer details. The only downside of this tool is that it can be slow. It wasn’t built with speed in mind and it shows.
Zendesk, on the other hand, is not as magnificent as Freshdesk. But it is very fast and can gather all kinds of info on your customers. The most prominent feature of this chat is that it allows you to reroute the issue directly to an agent. This way you will save time on the conversion process, as well as completely eliminate the need to investigate whos issue it was.
Customization and Branding
Both Zendesk and Freshdesk offer multiple customization options. Be it logo implementation or adjusting the color of the interface, they have everything to get you started. Also, be it Freshdesk or Zendesk you get HTML and CSS support right out of the box and the best part of it, it does not require a deep understanding of web development. While true that you can have more flexibility with a tech person on board. But if you are looking for a seamless experience and don’t really want to dish out a lot of money, this will get the job done.
The only gripe with these simplified customization options is that the effect isn’t instant. In other words, it’ll take some time before the changes are visible, making AB testing a tad longer than it should be.
Automation and Integrations Systems
When it comes to automation and integrations, Freshdesk and Zendesk are quite different from one another. Both have this kind of functionality Zendesk for instance, has more than 650 native integrations whereas Freshdesk barely reaches 280.
Although when it comes to automation, the clear winner is Zendesk. The reason why it’s better is that it has the ability to integrate a number of different chatbots. This is extremely convenient as you don’t have to poke around a single config file to make it work in different channels. While it’s true that Freshdesk has a native implementation, it’s quite limited in its functions and does not natively support AI tech. Yet, the company did provide a suboptimal solution where a chatbot can’t answer a question, an agent will be connected.
Also when putting Freshdesk vs Zendesk side by side, we’ve noticed that Freshdesks implementation lacks accuracy when it comes to rerouting issues. Zendesk, on the other hand, is way more powerful in this regard.
The final metric in our Freshdesk vs Zendesk comparison is security. This is perhaps the most important part of the whole review and we are happy to state that both of them passed flawlessly. Essentially, Freshdesk and Zendesk support SSL certificates, digital signatures, and are HIPAA compliant.
The only disadvantage Freshdesk has is that Zendesk has PCI/service compliance. What it means is that Freshdesk lacks the ability to pair credit card data within the tickets which blocks a few retail possibilities. Other than that, all your data, your customer data is safe and sound, which is a tremendous plus.
So there you have it, our Freshdesk vs Zendesk comparison review. Both tools are great at what they do. Freshdesk and Zendesk were built with customer service in mind and most of the time they deliver what they promise.
True, some of you might find Zendesk better, and others might prefer Freshdesk. But that’s essentially what we were aiming to do: help you decide what tool you might want to migrate to. And speaking of migration, if you experience difficulties with moving your user, agent, ticket data, we have a solution. Our tool can transfer all your information in just a few clicks. You don’t have to take our word for it as you can sign up for a FREE TRIAL and see for your self. Don’t hesitate, start migrating now.
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