Help desk comparison Freshdesk vs. Zendesk

Why Freshdesk is the best Zendesk alternative

Easy-to-use interface

Unlike Zendesk, Freshdesk has a more intuitive UI that both support agents and admins find easier to navigate and use. Onboard agents faster and set up the Freshdesk ticketing system effortlessly with 35% fewer rules than Zendesk. 

 
Native AI capabilities

Freshdesk’s built-in AI is easy to deploy and train, improving ticketing and agent productivity. AI-powered chatbots and bot workflows can be built easily on Freshdesk, without any expensive third-party integrations or dependence on developers.

Scalable automation

Simple Freshdesk automation features like thank you-detector and quick actions on support tickets help agents complete tasks 3X faster than on Zendesk. Customizable workflows and sandbox features make our automation workflows more flexible and scalable to address your business needs.

Faster time-to-value

Being extremely intuitive and easy to configure, Freshdesk has a shorter implementation cycle, and you can start realizing value in weeks. Configuration and onboarding support is offered from the start to set you up for success with Freshdesk.

Transparent pricing

Our feature-rich customer service software is available at affordable rates and transparent pricing plans. We won't bog you down with pricey add-ons and enhancements for basic support functionalities. Absolutely no hidden costs.

Freshdesk vs. Zendesk comparison at a glance

Criteria
freshdesk rgb
logo zendesk
Ticket Workflows

Workflow automation setup is complex and time-consuming.

Agent load balancing

Third-party app needed for round-robin assignment.

Agent productivity

UI is congested and difficult to work with, requiring a steeper learning curve.

Bots and AI

Bot flows need to be built via pricey third-party vendors. Entire bot ecosystem is more complex and expensive.

Business hours for agent groups

Workarounds and more macros are needed to associate business hours with specific groups.

Day passes for occasional agents
Field service management
Proactive outreach
Free plan
Customer support

24/7 mail support available for all plans. Phone and chat support are available for all the paid plans.

24/7 support via phone and chat is reserved only for higher-tier, expensive plans.

Lowest plan on Omnichannel

$29/agent/month

$49/agent/month

Highest plan on Omnichannel

$99/agent/month

$215/agent/month

What customers are saying about Freshdesk vs. Zendesk

Freshdesk vs Zendesk reviews by users Freshdesk vs Zendesk reviews by users
Interested in evaluating Freshdesk?

A unified platform to manage all your support operations

Omnichannel ticketing software Omnichannel ticketing software
Self-service in Freshdesk Self-service in Freshdesk
Agent productivity and collaboration features in Freshdesk Agent productivity and collaboration features in Freshdesk
Reporting and analytics on Freshdesk Reporting and analytics on Freshdesk

A unified platform to manage all your support operations

Engage with customers on their preferred channels

Connect with customers on various channels, including email, phone, live chat, messaging apps, bots, social media, and deliver a stellar customer experience from a single interface.

Omnichannel ticketing software Omnichannel ticketing software
Empower customers to help themselves

Offer various self-service options for customers with a centralized knowledge base of FAQs and guides that can be fetched by customer portals, help widgets, chatbots, or community forums.

Self-service in Freshdesk Self-service in Freshdesk
Boost agent productivity

Give a top-notch agent experience through intelligent ticket routing, time or event-based automation, and adding private notes in tickets. Team members can resolve issues together effortlessly with shared ownership of tickets and linked tickets.

Agent productivity and collaboration features in Freshdesk Agent productivity and collaboration features in Freshdesk
Measure and track support team performance

Intuitive analytics and reporting dashboards enable you to monitor critical SLA service metrics, access ticket volume trends, and keep an eye on customer satisfaction from one place.

Reporting and analytics on Freshdesk Reporting and analytics on Freshdesk

Comparison of top Zendesk alternatives

Zendesk Alternative Key Features Free Plan Paid Plan Suitable For
Freshdesk
  • Simple, easy-to-configure UI
  • Multichannel support for customer requests
  • Team inbox with intelligent ticket management and routing
  • Omnichannel customer timeline
  • Native AI, multilingual chatbots with no-code bot builder
  • Customized help center and customer portal
  • Common reply templates, agent collision detection, in-app notifications
  • Agent-assist bots, time-tracking in tickets, collaborators
  • Customizable CSAT surveys
  • Omnichannel, real-time dashboards and curated custom reports
  • Mobile app with Android and ios versions
  • 700+ Marketplace apps, including integrations with Slack, Shopify, and Google Suite
Yes Freshdesk Omnichannel paid plans begin at $29/agent/month. Growing businesses of all sizes — from 5 to 50+ membered team sizes.
Salesforce Service Cloud
  • Omnichannel routing
  • Case management
  • AI-powered workflows
  • Slack deep integration
No The Essentials plan is priced at $25 USD per user/month. Enterprises that can spend on implementation and maintenance.
Hubspot Service Hub
  • Shared inbox
  • Knowledge base and customer portal
  • Reporting dashboard
  • Unified customer view with Hubspot CRM integration
Yes Starter pack at $45 USD for 2 paid users/month. Customer support teams that are using a Hubspot CRM already and need a simple help desk solution.
HappyFox
  • Omnichannel ticketing
  • Internal communication
  • Automation suite
  • Asset management
No Begins from $29 USD per agent/month. Larger teams that want to support both internal and external users with one help desk tool.
Kayako
  • Live chat support
  • Team collaboration
  • Customer timelines
No Available at $60 USD per agent/month. Smaller teams relying primarily on shared inboxes and live chat support.

You don’t have to take our word for it

Here’s what customers who made the switch had to say

Leading industry experts recommend Freshdesk

Ready to make the switch?

We’re sure you’ll love Freshdesk. And don’t worry, we’ve got you covered with plenty of resources and reliable support.

Exhaustive self-help resources

Access our free tutorial videos and courses on Freshworks academy for easy onboarding.

Active community forum

Find answers to your product questions from our active community of Freshdesk users.

Quality support

Freshdesk support is available 24X7 to assist you in migration and ongoing product troubleshooting.


Frequently Asked Questions on Freshdesk vs Zendesk

 

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