Zendesk vs Freshdesk: a Detailed Comparison of two Robust Help Desks

If you start looking for a powerful and affordable helpdesk, you will inevitably stumble upon Zendesk and Freshdesk. Both platforms offer a comprehensive set of features, Zendesk being slightly more expensive. We’ve revised two help desks meticulously to help you make an informed decision.

Read the whole review from top to bottom or jump to a certain section:

Pricing
Feature comparison
Zendesk and Freshdesk Integrations
Automation and triggers
Gamification in Freshdesk
Zendesk Benchmark Tool

Pricing

Monthly payments for the help desk software can account for thousands of dollars if you have a large support team. So let’s review the price options of two solutions to find the one that fits you best.

To begin with, the approach to forming the price on Zendesk and Freshdesk is different. Zendesk has a suite of products:

  • Support — a tool to manage tickets;
  • Chat — solution for a live chat;
  • Guide — knowledge base and community forum;
  • Talk — tool for a call-center.

You can buy each product separately or combined in a Suite. The Suite is a platform that integrates all support channels: email, chart, phone, social media. It also provides self-service functionality. In turn, on Freshdesk, all features are united in a single product. You can’t purchase them separately.

Here is the comparison of the Zendesk Support pricing plan that is similar to Freshdesk by functionality:
Compare Zendesk pricing plans

On Freshdesk, you can use a basic set of features for free. Sprout plan is a good option for small companies at the start.

Choose between two leaders: Freshdesk vs Zendesk

If we continue comparing the platforms plan by plan, Zendesk turns out to be more expensive. Here is what they offer for that price:

  • advanced training programs;
  • dedicated teams;
  • light agents that can assist in answering the questions;
  • over 770 native integrations and others.

Feature comparison

Zendesk and Freshdesk are two of the biggest players out there. So, it is natural to expect from them a comprehensive set of features.

Ticket Management on Zendesk and Freshdesk

Similarly, Zendesk and Freshdesk are built around tickets. When a user contacts a company via email, phone, chat, social networks or phone the software converts his or her inquiry into a unified ticket-form.

Eventually, you get requests from different channels organized in one place. And then you have a host of features to manage those tickets effectively and collaborate with the team.

ZendeskFreshdesk
Emphasizes conversations that require attention.Offers rich text editor.
Prevents IT overlap on a ticket with an
"agent collision detection" feature starting from Professional plan.
"Agent collision detection" feature available in Blossom plan and better.
Helps agents to manage several requests at a time.Provides in-ticket contextual information about a customer.
Allows to customize and edit ticket views.Allows merging tickets over multiple channels.
Offers automated Triggers to streamline workflows regarding tickets.Uses automated responses written by IT.

Live Chat

On the one hand, Freshdesk chat software is called Freshchat. It is displayed on your website and converts chats into tickets. Freshchat provides the data about the user website browsing history, contact details of a user and his or her previous inquiries.

On the other hand, Zendesk chat is a separate product that is integrated for the extra fee. It offers proactive messaging based on user behavior. And you can Integrate AI-powered bots via API to automate simple routine tasks.

Knowledge Base and Self-Service

Both help desks allow you to create separate knowledge bases: for clients and internal needs. On Freshdesk, this functionality comes out-of-the-box, while on Zendesk you will pay the extra fee for that.

On Freshdesk, you can:

  • Create a new knowledge base article with the built-in editor.
  • Optimize articles for search engines (SEO) to make your content easily visible on Google search.
  • Organize articles into folders to show them as suggested responses when an agent fills out a ticket.
  • Add tags to articles by agent names and then reward agents for writing new self-service materials.

Zendesk Guide comes as a separate product. Its functionality allows the following:

  • Organize internal and public knowledge base.
  • Engage users with an online community.
  • Create support a portal and brand it with a company logo and customizable theme.

compare and decide between zendesk vs freshdesk

Reports and Analytics

The Reporting dashboard In Zendesk provides an overview of the following metrics:

  • ticket statuses;
  • help desk performance against industry averages;
  • agents’ support performances as a whole and individually;
  • top agents by tickets solved;
  • satisfaction and agent ‘touches’.

On Zendesk Support Professional and Enterprise plan you can use The Insights section to get more in-depth analysis based on a company data.

Freshdesk offers customizable data straight from the dashboard. In addition, you can automate the reporting process. For instance, you can tell Freshdesk to automatically create reports if specific departments reach certain goals or key satisfaction ratings.

The number of available reports, filters, and frequency of data updates depend on the pricing plan you use in Freshdesk. For example, on the simplest Sprout plan, you can range tickets by date only and get statistics on the tickets volume trends. While on the most comprehensive Forrest plan you can analyze agents’ and group performance, get top customer analysis, ticket lifecycle and other metrics.

Zendesk and Freshdesk Integrations

Both vendors offer marketplaces where you can find apps to integrate with your help desk. You can integrate the tools that you’ve been using or find new apps to enhance the functionality of your help desk software.

Zendesk integrations count over 770 apps while Freshdesk offers 300+ integrations.

Automation and Triggers

Both platforms allow to automate routine tasks through automations, triggers, and smart bots.

Automation

Automations are time-based notifications. With their help, you can define a rule based on the workflow and the help desk sends an email. For example, you can automatically send reminders to those users who have to provide the additional info about an issue.

Triggers

Triggers are based on the customers’ behavior and tickets. As agents perform some actions with the tickets, the system checks if any of the triggers should be run. For example, when a user submits a ticket, he or she receives an email notification with the confirmation and ticket number.

Bots

Lastly, there are bots. They can help to reduce the load on agents answering the most frequent and typical question. Both Zendesk and Freshdesk use smart machine learning to provide the best answers. For example, when a user submits a ticket, he or she will receive an email with suggested articles that can help to solve an issue. A customer can either close the ticket if the information was helpful or wait for an agent’s answer.

compare zendesk vs freshdesk

Gamification in Freshdesk

Unique gamification functionality in Freshdesk turns customer support into a game and helps to break the monotony of work. You can track the performance of agents and reward and motivate the most successful of them.

The game is build around a quest. Agents can pass the quest points by getting rewards and prizes for their work.

You can either use premade quest on the Freshdesk dashboard or create your own.

Zendesk Benchmark Tool

On Zendesk you can compare your company performance metrics with the metrics of over 45,000 companies in 140 countries all over the world.

The Benchmark tool presents info on the following metrics:

  • customer satisfaction;
  • first reply time;
  • new ticket volume.

Using the data companies can define the tendencies in customer support and get insights on how to improve their customer service.

To view the metrics of the companies similar to yours you have to complete Zendesk's Benchmark survey. In the form, you answer the questions about your company industry, number of employees, customer type and some other. Later on, you will find benchmark results in the Benchmark widget in your agent interface. The Benchmark widget is located in the Reporting section of your dashboard.

Summary

Let’s brush up the main points about two platforms. Freshdesk stands out with an affordable price, convenient reporting, and self-service functionality. On the other hand, Zendesk offers training programs, dedicated teams support and over 770 integrations.

So for smaller teams, Freshdesk can be more attractive, while middle and larger teams would benefit from Zendesk flexibility.

If you need to migrate to either Zendesk or Freshdesk, use Help Desk Migration service for a quick and safe switch. You can transfer tickets, agents, images and knowledge base through a step-by-step online wizard.

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