Freshdesk vs. Zendesk: Which CRM best suits your company's needs? (2023)

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No matter what industry you operate in, your customers are the backbone of your business. Keeping customers happy means maintaining a positive reputation, steady growth and increasing profits. However, it can be difficult to keep customers happy if you don't know what they like most (or least) about your business.

Customer Relationship Management (CRM) is the best tool in your arsenal when it comes to customer satisfaction. But not all CRMs are created equal. Today we'll cover two popular CRM options to help you decide which one best suits your business needs, between Freshdesk and Zendesk. You can use this knowledge to compare with the new CRM,Sales CRM on Monday.

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What is Freshdesk?

Freshdesk is part of a line of products available from Freshworks, Inc., a SaaS company that operates in more than 120 countries around the world and counts global brands such as Bridgestone and Honda among its customers.

Freshdeskis a cloud-based system that makes it easier for companies to manage customer service. Although it has a reputation for targeting small and medium-sized businesses, it also offers solutions for larger businesses. It has a significant number of features that enable collaboration and increase agent productivity, as well as analytical and reporting tools. There are also self-service options for customer customers.

What is Zendesk?

Zendesk is an American SaaS company based in California, founded in Denmark in 2007. It has a unique business philosophy of keeping customers happy by supporting your business and teams.

Zendeskit is also a cloud-based customer service solution with customizable tools that help companies manage their help desk. It shares many features with Freshdesk, such as customizing support tickets. Any assessment of Freshdesk vs. Zendesk should consider internal and external knowledge bases that both provide. However, they are available in the free version of Freshdesk, but are only available in the Zendesk Suite and Enterprise editions.

Helpdesk management solutions automate common tasks, freeing up staff time to provide personal support to customers with specific issues.

Customization and automation capabilities are some of the most important aspects of any CRM. In addition to Zendesk and Freshdesk, popular CRMs like those fromSales CRM on Mondayalso offers these features.

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To make the best decision for your organization, it's helpful to understand the pros and cons of both CRM options.

Advantages and disadvantages of Freshdesk and Zendesk for Service

Both Freshdesk and Zendesk can be excellent options for some businesses, but that doesn't mean either will always turn out to be the clear winner. To determine which solution best fits your unique business needs, it is important to understand the pros and cons of each solution.



  • The free version can be used by start-ups and small businesses
  • Younger customer service workers may appreciate the gamification feature
  • The question-based query tool feature enables data recovery using natural language
  • Paid subscriptions cover over 1000 apps on the market
  • Customers can choose the location of their data center


  • Additional fees for the Field Service Management feature
  • Pro plan or higher is required for average processing time

Zen desk for service


  • Over 1000 integrations
  • Includes automatic AI responses
  • Bi
  • The agent workspace is unified
  • Startups can get them for free for 6 months


  • No free option for businesses (except start-ups)
  • Out-of-the-box dashboards are only available in the Enterprise edition

What are the main features of Freshdesk and Zendesk for Service?

Freshdesk and Zendesk share many features. The versatility and key benefits of each solution are discussed in more detail below.


The Freshdesk AI bot performs routine tasks, enabling agents to prioritize incoming tickets and focus on customers who need help with specific issues. The bot also helps customers find the right answer quickly, while giving them the option to talk to someone if their question can't be resolved.

A simple ticketing process is a key feature of Freshdesk. Tickets go to a shared inbox, and keywords determine the categorization and prioritization of each ticket. Agents can share ownership of tickets and receive status notifications to minimize repetition and see who is responding.

Field service management features also help with the ticketing process. Freshdesk field service management features include highlighting cases that require field team assistance and the ability to group field technicians based on factors such as location. Automated tasks include intelligently assigning and sending tickets and email notifications to customers and agents. Analysis and reporting functions track and report product performance and customer satisfaction.

There are a significant number of customization options, so customers from different industries should find a theme for their brand. Ticket forms are also customizable and agent access rights are tightly controlled. These and other features helped Freshdesk earn a G2 rating4.4 out of 5 stars.

Zen desk for service

Zendesk for Service combines the company's products under one banner. It has a rating4.3 out of 5 starson G2. To help you best understand Zendesk's many features, we've broken down each product and its features below.

Technical support:

Real-time updates allow agents to keep up with rapid changes, which can improve their efficiency and effectiveness. Agents can collaborate on tickets and share private comments in real time. Common tasks are automated so agents can focus on higher priorities, while inquiry forms and ticket fields allow them to provide a more personalized response as they contain customer-generated data.

Ticket system:

Zendesk is a multi-channel system that includes email, social media, SMS, phone and live chat. Localized support is available in over 40 languages ​​and dedicated to specific channels such as regions, brands, help centers and products. Workflows ensure agents don't miss or lose tickets as they are automatically routed, assigned and escalated.

Insight and analysis:

The intuitive interface makes it easy for users to access Zendesk's reporting and analytics capabilities. It can inform them about how customers use their website, including product searches, as well as identify their level of satisfaction. In addition, it tracks and measures agents' performance and capabilities on the job, which can help them identify learning opportunities.

Freshdesk vs Zendesk for support: what does it cost?

While cost shouldn't be the only consideration when choosing the right CRM system for your business, keeping a reasonable budget is critical to protecting your bottom line. Freshdesk and Zendesk costs are discussed below.


(per broker, monthly)
Free0 dollars
Professional49 USD
Business79 USD

Zen desk for service

(per broker, monthly)
Apartment complex19 USD
Package development49 USD
Professional apartment99 USD
Apartment company$150

What types of support do Freshdesk and Zendesk for Service offer?

Freshdesk email support is available 24/7. Live chat representatives are active during business hours and the chatbot has limited capabilities. There are special local numbers for the USA, 10 European countries, India and Australia. Freshdeskknowledge basecontains 23 categories of how-to articles, and there are a lot of theminstructional videos, an FAQ section and a forum where users can ask questions. Reviews about G2 provide Freshdesk8.8 because of the quality of support.

Zendesk helpis a comprehensive online knowledge base with relatively clear and concise information and teaching guides about the various products included in the package. There is an FAQ and users can also ask a question to the Zendesk community. The quality and types of Zendesk support is appreciatedRated 8.4 on G2.

Freshdesk and Zendesk for Service support comes from multiple sources, including phone, live chat, forums, and self-service articles.

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How does Monday compare to Freshdesk and Zendesk?

Freshdesk vs. Zendesk: Which CRM best suits your company's needs? (1) Work with operating systemsIts main advantage is ease of use - no programming experience is necessary to use it, as the ability to add functions and options as needed is built in. Like Freshdesk and Zendesk, the supported platforms are web-based, and there are iOS and Android apps. It's designed for businesses of all sizes with support including phone, web, video tutorials and a knowledge base.

What starts to stand out for is its affordability, with a free option for individuals and an $8 per entry fee. user per month for companies that need more. It also has a higher rating in G24.7 out of 5 stars. By choosing Work OS, you get all the features you need and more at a fraction of the cost of the alternatives.


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