Zendesk vs Freshdesk vs Zoho Desk: Which One Is The Best For You

Table of Contents
Zendesk vs Freshdesk vs Zoho Desk - Which One Is The Best For You

Last Updated: May 2024

Are you in search of the perfect help desk software for your business? Look no further! In this article, we’ll dive into a comprehensive comparison of three top contenders: Zendesk, Freshdesk, and Zoho Desk. 

With a combined market share of nearly 50%, these platforms dominate the industry. Discover their key features, pricing options, and unique advantages to determine which one is the best fit for your specific customer support needs. 

Let’s explore the Zendesk vs Freshdesk vs Zoho Desk comparison to find the perfect match for you!

Table of Contents:

Zendesk vs Freshdesk vs Zoho Desk Feature Comparison

Freshdesk, Zendesk, and Zoho Desk offer a range of features to enhance your helpdesk operations. Let’s compare these platforms across different aspects:

Helpdesk Features (Final Winner: Tie) Rating of Freshdesk ⭐4.4/5, Zendesk ⭐5/5, Zoho Desk ⭐4.5/5

Ticket Management

  • Freshdesk Create, categorize, prioritize, and assign tickets. Manage requests from multiple channels in one inbox. 
  • Zendesk Has similar ticket management capabilities, allowing you to effectively handle and track customer inquiries. 
  • Zoho Desk – Log tickets to acknowledge the problem. Update, assign, and track tickets. Collect support requests from different channels and organize them in a single interface.

Winner: Tie

Ticket Collaboration

  • Freshdesk – Share ownership of tickets, split complex problems into child tickets, and collaborate with experts across the organization.
  • Zendesk – Also, provides features for collaboration, allowing teams to work together on ticket resolutions.
  • Zoho Desk – Offers in-app conversations and ticket sharing across departments, enabling collaboration and seeking help from specific individuals.

Winner: Tie

Email Ticketing System

  • Freshdesk – Configure the system to convert customer emails into tickets, track, prioritize, and respond to support requests.
  • Zendesk – Contains an email ticketing system that automatically converts support emails into tickets and organizes them.
  • Zoho Desk – Allows you to set up email forwarding rules to convert customer emails into tickets and maintain organization.

Winner: Tie

SLA Management

  • Freshdesk – Create different policies for ticket types, set up reminders, and configure escalation hierarchy for SLA breaches.
  • Zendesk – Offers SLA management tools, enabling the creation of multiple SLA cases and sending reminder emails. 
  • Zoho Desk – Allows the creation of multiple SLA cases, escalates overdue tickets, and delivers reminder emails.

Winner: Tie

Supported Platforms (Final Winner: Tie) Rating of Freshdesk ⭐5/5, Zendesk ⭐4.5/5, Zoho Desk ⭐5/5

  • Freshdesk – Supports email, live chat, and messaging platforms like Facebook, WhatsApp, and Apple Business Chat. 
  • Zendesk – Offers support for email, live chat, and messaging platforms. 
  • Zoho Desk – Also integrates with Facebook, Instagram, Twitter, and other support channels.

Winner: Tie

Self-Service (Final Winner: Tie) Rating of Freshdesk ⭐4/5, Zendesk ⭐5/5, Zoho Desk ⭐4/5

Knowledge Base

  • Freshdesk Write solution articles, FAQs, and build product-focused pages. 
  • Zendesk – This lets you create a knowledge base and community forums to empower customers with self-service options.
  • Zoho Desk Build a knowledge base with articles, FAQs, and set up different knowledge base articles for each product.

Winner: Tie

User Portal

  • Freshdesk – Allow your customers to access knowledge base articles & community forums, and raise and track tickets. Plus, Customize the portal to match your requirements.
  • Zendesk – Integrate community forums with the help center and enable your customers to resolve the issues on their own.
  • Zoho Desk – Your users can submit and track tickets, respond to team comments, browse the knowledge base, and engage with the community.

Winner: Tie

Feedback

  • Freshdesk – With Freshdesk, you can implement a feedback mechanism that automatically notifies article writers about customer feedback, helping improve your knowledge base performance.
  • Zendesk Zendesk allows your customers to rate knowledge base articles, providing valuable feedback that helps your team identify areas for improvement.
  • Zoho Desk Zoho Desk also offers an article rating tool, empowering your customers to rate knowledge base articles.

Winner: Tie

Automation (Final Winner: Zoho Desk) Rating ⭐4.5/5

Chatbots

  • Freshdesk – Chatbot powered by Freddy AI. Resolves queries and refers to relevant articles.
  • Zendesk – No specific chatbot feature was mentioned. Though it has an Answer Bot that uses AI to find relevant knowledge base articles for your customers.
  • Zoho Desk – Contextual AI called Zia for customer interactions and knowledge base solutions.

Winner: Zoho Desk

Workflow

  • Freshdesk – Assigns tickets based on keywords, requesters, or properties. Additionally, you can configure time and event triggers for different actions on tickets.
  • Zendesk – Delivers automation capabilities for ticket assignment and actions based on triggers.
  • Zoho Desk – Routes tickets to appropriate agents, sends alerts, adds tasks, and performs actions based on your conditions. Plus, you can manage cross-functional processes with the Blueprint feature.

Winner: Zoho Desk

Reporting & Analytics (Final Winner: Zendesk & Zoho Desk) Rating of Zendesk ⭐5/5, Zoho Desk ⭐5/5

All the 3 software, Freshdesk, Zendesk, and Zoho Desk enables you to create custom reports and visualizations. Furthermore, they allow you to monitor ticket progress, agent performance, and customer satisfaction ratings.

However, Freshdesk customization for reporting is limited.

Winner: Zendesk and Zoho Desk

Recommended: Top 12 Email Helpdesk Software in 2024

Freshdesk vs Zendesk vs Zoho Desk Comparison of Pricing

When it comes to choosing the right help desk software, understanding the pricing plans is crucial. Let’s compare the pricing options of three popular platforms: Freshdesk, Zendesk, and Zoho Desk, to help you make an informed decision.

  • Freshdesk: Contains Free, Growth ($15/agent/month), Pro ($49/agent/month), and Enterprise ($79/agent/month) pricing plans. Each plan comes with a 12-day free trial.
  • Zendesk: Also provides flexible pricing options with plans like Team ($49/agent/month), Growth ($79/agent/month), Professional ($99/agent/month), and Enterprise (custom). Each of these plans offers a 14-day free trial.
  • Zoho Desk: Has Free, Standard ($14/user/month), Professional ($23/user/month), and Enterprise ($40/user/month) pricing plans. Plus, a free trial for 15 days is available for all the paid plans.

Note that all the pricing plans in each software vary in terms of features, integrations, functionality, customization, and support options. 

Therefore, take your time to analyze the pricing plans of Freshdesk, Zendesk, and Zoho Desk. Consider factors such as your budget, team size, and desired features. This comparison will help you find the ideal help desk solution that fits your requirements and budgetary constraints.

Zoho Desk vs Zendesk vs Freshdesk Comparison Table

Here’s a comparison table summarizing the features, supported platforms, self-service options, automation capabilities, and pricing plans of Freshdesk, Zendesk, and Zoho Desk:

Features

Freshdesk

Zendesk

Zoho Desk

Helpdesk Features

Ticket Management 

Ticket Collaboration 

Email Ticketing System

SLA Management

Supported Platforms

Email

Live Chat

Facebook 

WhatsApp

Apple Business Chat

Email

Live Chat

Messaging Platforms

Email

Live Chat

Facebook

Instagram

Twitter

Self-Service

Knowledge Base

User Portal

Feedback

Automation

Chatbot

Automated Workflows

AnswerBot

Automated Workflows

Chatbot

Automated Workflows

Reporting & Analytics

Performance Insights

CSAT

Custom Reports

Pricing Plans

Free Plan

Available

Available

Free Trial

12 days

14 days

15 days

Entry-level Plan

Growth ($15/agent/month)

Team ($49/agent/month)

Standard ($14/user/month)

Mid-tier Plan

Pro ($49/agent/month)

Growth ($79/agent/month)

Professional ($23/user/month)

High-tier Plan

Enterprise ($79/agent/month)

Professional ($99/agent/month)

Enterprise ($40/user/month)

Custom Plan

Available

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Conclusion

In conclusion, when it comes to choosing the best helpdesk software for your business, considering the unique needs and preferences of your organization is crucial. Zendesk, Freshdesk, and Zoho Desk all offer a comprehensive set of features and capabilities to enhance your customer support operations. 

In case you are looking for a well-rounded helpdesk solution with excellent ticket management, self-service features, and strong social media integration, Saufter may be the right fit for you.

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