Customer Service Software Showdown: Zendesk vs. Freshdesk

Customer provider is the lifeblood of a contemporary trade. Seventy p.c of shoppers within the United States file spending more cash—and who prefer to do trade—with an organization that delivers higher customer support. Conversely, 33 p.c of shoppers would leap send to a brand new emblem in the event that they skilled only a unmarried example of dangerous customer support.

The combat for companies is keeping up multi-channel visitor give a boost to choices—and that’s the reason the place customer support instrument is available in. Here we are going to examine two of the preferred visitor give a boost to apps available on the market: Zendesk and Freshdesk.

Common Features and What We Looked For

Zendesk and Freshdesk percentage many an identical options, advantages, and demanding situations. But whilst you dive deep into each and every, you can determine which is best suited on your wishes. Do you prioritize price tag control or reporting and analytics? Will you center of attention for your wisdom base or emphasize are living chat?

Here are the important thing options we considering on this showdown. Click at the phase that issues maximum to your online business, or leap to our function comparability desk underneath.


Freshdesk is inexpensive, however Zendesk has a powerful undertaking function checklist

Based at the selection of brokers you wish to have to deal with, it is advisable to be paying hundreds of greenbacks a month for a visitor give a boost to platform, so you must overview your choices sparsely.

Zendesk’s suite of goods contains give a boost to tickets, are living chat, telephone give a boost to, wisdom base, and extra. You can buy each and every of those choices a l. a. carte, or, if you wish to have a complete give a boost to platform with all of the ones options, you’ll be able to purchase the Zendesk Suite. On Freshdesk, alternatively, the whole lot is bundled in combination into the Freshdesk product as a complete, that means you don’t seem to be in a position to phase and clear out other options.

Comparing the highest of the road plans with an identical options, Freshdesk is inexpensive: It prices $89/agent/month (billed every year) as opposed to Zendesk’s $149/agent/month. But Zendesk gives proprietary options that justify the heftier ticket, like complex coaching techniques and devoted groups to give a boost to your online business expansion. Plus, Zendesk gives greater than double the local integrations. But if the ones don’t seem to be of pastime to you, Freshdesk can prevent giant cash in the long run.

Freshdesk additionally gives one plan at no cost. The Sprout plan is basically a stripped down model in their undertaking plan: You get get right of entry to to the normal helpdesk gear, however lose the complex options like related tickets and auto-suggested bot solutions. You can get Zendesk’s are living chat and call options at no cost, however on an overly restricted foundation.


Zendesk gives extra customization for dashboard perspectives

On Freshdesk, the dashboard is inconspicuous. Your tickets will also be looked after and filtered by way of dozens of metrics at the proper aspect of the display screen in keeping with what is maximum necessary in your job (date, precedence, tags, supply, and so forth).

Freshdesk dashboard

Freshdesk dashboard

Zendesk, alternatively, organizes your tickets (within the left navigation) by way of Views, curated price tag lists in keeping with other customizable prerequisites. These act as folders for price tag varieties and take away the filtering step required by way of Freshdesk. If you set up a big visitor database, Zendesk gives extra various filtering and more straightforward grouping of your shoppers and tickets. And within the People phase of Zendesk, you’ll be able to prepare other folks—admins, brokers, and customers—for more straightforward reference as you are assigning tickets.

Zendesk dashboard

Zendesk dashboard

Ticket Management

Freshdesk streamlines price tag control for simple collaboration and fast downside fixing

Basic purposes like assigning tickets and tagging different reps are intuitive on each Zendesk and Freshdesk. But Freshdesk’s Discuss function allows rapid messaging to crew participants at once inside the price tag heart. Open the Discuss tab, and you’ll be able to privately chat with supervisors to verify your shoppers get the appropriate knowledge in a given price tag. With Zendesk, you can in finding your self switching tabs between Slack and your price tag to get the similar effects.

Freshdesk's Discuss feature

Freshdesk’s Discuss function

Freshdesk additionally gives canned responses (i.e., templated responses you create your self) and advised answers (i.e., Freshdesk’s wager for the most efficient wisdom base article for the query handy). Creating canned responses is inconspicuous, as is finding them inside of folders when it is time to use them.

Zendesk’s model of canned responses—known as Macros—calls for an additional obtain and set up from the app retailer, and in spite of everything, the answer is not as seamless as Freshdesk’s: The Macros are merely dumped into an alphabetical checklist with out a different group or sorting, making it tough to seek out the best one.

Zendesk, on the other hand, gives a easy manner for including a brand new assignee and CCing different give a boost to workforce. It presentations a preview at the left aspect of the display screen with names and profile photographs, even sorting the assignee dropdown menu by way of crew/division for speedy and correct variety. Freshdesk’s assigning and CC capability, alternatively, mimics a normal e-mail interface.

Live Chat

Freshdesk wins for taste, however Zendesk wins for efficiency

Freshdesk’s are living chat instrument is named Freshchat, and it permits you to show the chat for your web page and reroute chats into tickets. Its user-friendly navigation seems like the usage of Slack or any other crew chat app—except for full of information on web page trail historical past, consumer touch main points, and previous problems shoppers have confronted.

Zendesk’s chat function is not as flashy, however it gifts all the important knowledge with none additional navigation. Data like customer trail, previous price tag historical past, and visitor main points are straight away on show with no need to attenuate chat or click on to different home windows.

Zendesk chat data

Zendesk’s are living chat presentations consumer information all on one display screen

But possibly the most important win for Zendesk is their agent and division routing instrument. With the clicking of a button, you’ll be able to switch the chat to a selected agent or division gatekeeper to reassign it. Alternatively, for those who simply want some fast backup, you’ll be able to invite an agent into the chat as a substitute of shifting it totally.

Knowledge Base and Self-Service

Freshdesk’s self-service answer simplifies private and non-private wisdom

Freshdesk is helping you meet each consumer and agent wishes by way of providing separate non-public and public wisdom bases for agent coaching doctors and public tutorials. On Zendesk, you will have to pay additional to split public from non-public.

Freshdesk knowledge base editor

Freshdesk’s wisdom base editor with search engine marketing options

On Freshdesk, you can create a brand new wisdom base article with the integrated editor that incorporates search engine marketing (search engine marketing) options to make your content material simply visual on Google. Put your wisdom base articles into particular folders, and they’re going to seem as advised responses when your brokers are filling out tickets. You too can tag each and every article and tie it again to agent luck and gamification, rewarding brokers for writing new self-service posts.

While Zendesk gives a data base function, it should be bought one after the other from the give a boost to price tag instrument. And as a result of the loss of integration, your brokers may not get ideas from the information base when fixing tickets—on Freshdesk, they’re going to. With a somewhat inflexible organizational construction and non-specific tags, discovering the appropriate article to your wisdom base can really feel like a chore on Zendesk.

Reports and Data Analysis

Freshdesk’s gamification and straight forward reporting is unequalled

On the Zendesk reporting dashboard, you get a temporary evaluate of your metrics all in one position. It will also be an amazing quantity of knowledge, and it isn’t straight away clean the place to get knowledge on particular subjects, like agent luck, visitor scores, and general price tag of entirety charges. Diving deeper, you’ll be able to create your personal customized stories similar to in Freshdesk, however the procedure is clunkier, and it feels find it irresistible takes ages to load a unmarried file.

Zendesk reporting dashboard

Zendesk reporting dashboard

Freshdesk gives extra straight forward sections of customizable information directly from the dashboard. You too can automate the reporting procedure: For example, you’ll be able to inform Freshdesk to routinely create stories if particular departments succeed in sure objectives or key pleasure scores. That’s merely now not imaginable on Zendesk.

Freshdesk reporting dashboard

Freshdesk reporting dashboard

One ultimate leg up for Freshdesk’s reporting: gamification. In Freshdesk, you’ll be able to praise and encourage your brokers in keeping with efficiency and luck metrics the usage of the Quests function. Quests are point-based trips the place your brokers can paintings to liberate rewards, advantages, or prizes. They are premade within the Freshdesk dashboard on your brokers, however growing your personal is as simple as enabling them—we made one in lower than five mins.

Customization and Branding

Freshdesk’s price tag customization is extra environment friendly

Both Freshdesk and Zendesk provide the method to emblem and customise your assist heart as a complete. On each and every platform, you’ll be able to regulate emblem colours and emblems—or even HTML and CSS—to create a unbroken enjoy between your web page and the helpdesk. Both apps additionally include host mapping to compare your present area (i.e., give a boost as a substitute of

Customizing your price tag fields and paperwork, on the other hand, is a ways much less intuitive on Zendesk, the place you get a simplified view with none concrete examples.

Zendesk ticket field customization

Zendesk price tag box customization

Conversely, development price tag fields and paperwork on Freshdesk comes to only some drag and drop placements. You will have custom designed fields and paperwork for any want in mins—and also you get to look how the drift works in actual time.

Freshdesk ticket field customization

Freshdesk price tag box customization

Automations and Integrations

Zendesk’s automations and integrations surpass Freshdesk’s in amount and high quality

For starters, Zendesk gives 700+ local integrations in comparison to Freshdesk’s ~300. Of path, each platforms have tough Zapier integrations, this means that you’ll be able to attach both of them to 1,000+ apps with just about limitless mixtures.

Both platforms even have gadget finding out bots that analyze tickets and pull related content material out of your doctors to give a boost to your interactions with customers. When environment those bots up, Zendesk was once a lot more straightforward to navigate and allow, permitting you to set simple prerequisites. Zendesk’s bot follows a easy procedure that is self-improving and customer-forward. First, a visitor will ask the bot for info on a subject matter. Your bot will then pull knowledge out of your wisdom base and recommend the most efficient responses to the client, letting them reply by way of final the price tag or asking for more info.

If the bot cannot remedy the issue, a give a boost to agent is routinely looped in in keeping with what subject is being mentioned, that means the appropriate agent is all the time notified. This is a large leap from Freshdesk’s bot that lacks rerouting accuracy.


Zendesk covers HIPAA and PCI

Protecting your visitor information is of number one fear for each you and your shoppers. In the grand scheme, each Zendesk and Freshdesk be offering virtually similar security features. Both be offering incorporated SSL certificate, SSO, virtual signatures, whitelisting and blacklisting, and extra.

But Zendesk shines in a couple of essential spaces: HIPAA compliance, two-factor authentication (you wish to have to pay additional for 2FA on Freshdesk), and most significantly, PCI/provider supplier compliance, which will give you the facility to take bank card information inside of tickets.

Which App Should I Use?

Zendesk and Freshdesk each be offering very good omnichannel give a boost to choices. If you are on the lookout for give a boost to instrument that is inexpensive, more practical, and empowers your brokers, Freshdesk is your best possible guess. If you are on the lookout for a powerhouse of potency, tough options, and in depth integrations, then Zendesk has the most efficient pricing to function ratio on your wishes.

For a easy side-by-side glance, this is our function comparability desk:

Zendesk Freshdesk
Pricing A l. a. carte function choices; package is costlier All-in-one; unfastened choice to be had
Dashboard Easy-to-use and customizable Simple interface with filters
Ticket Management Clunky canned responses; simple project/CC Discuss function to speak a couple of price tag; simple canned responses; advised answers
Live Chat Easy view of knowledge; easy agent/division routing Intuitive chat interface
Knowledge Base and Self-Service Rigid organizational construction and non-specific tags Separate non-public/public wisdom bases; tied again to price tag control and agent luck
Reports and Data Analysis Lots of knowledge; now not simple to parse; gradual to load Clear and automatic reporting; gamification for brokers
Customization and Branding Standard customization choices Standard customization choices, plus drag-and-drop price tag box customization
Automations and Integrations 700+ local integrations; a success gadget finding out bot responses ~300 local integrations; lacks rerouting accuracy
Security Covers the fundamentals plus HIPAA and PCI Covers the fundamentals

Automate Freshdesk and Zendesk

You need your give a boost to table instrument to play smartly with the remainder of your tech stack. Using Zapier, you’ll be able to automate your processes and fix Freshdesk and Zendesk to the opposite apps you employ maximum. Here are a couple of tactics to benefit from your customer support instrument:

  • Connect Freshdesk and Zendesk to Slack to automate your notifications:
  • Automatically create new duties to your mission control instrument on every occasion tickets are assigned:
  • Automatically create new tickets in Freshdesk or Zendesk on every occasion a sort is submitted:

Don’t see the workflow you are on the lookout for? Browse extra Freshdesk and Zendesk workflows, or create your personal the usage of our Zap editor.