Freshdesk vs Zendesk: Which should you use? [2023] | Zapier (2023)

FAQs

Which is better Zendesk or Freshdesk? ›

Freshdesk offers more automated options while Zendesk only includes pre-defined responses and business rules. On the other hand, Zendesk dives deeper into customer support and offers a separate set of features for voice, live chat and messaging, email support.

Zendesk offers more integrations than Freshdesk offers as well as the option to create custom integrations.

Freshdesk is a better option than handling support through email. The app keeps responses from customers together and offers useful features for sharing support responsibilities with other agents. The “Solutions” section is helpful to customers and the solutions can be easily linked or added to customer responses.

Zendesk also offers additional alignment functionality through their Collaboration add-on which provides the ability to share with team members across departments. If advanced functionality is needed, Zendesk is a strong Freshdesk alternative. Freshdesk is known as a relatively easy and intuitive to use tool.

Knowing the basic elements required to provide good customer service, Freshdesk offers a forever-free plan—for up to 10 agents—that'll help small businesses and startups to start off on the right foot when it comes to delivering effortless customer experiences.

It's flexible and easy to build on, and gives people the tools and freedom to try new ideas. With custom metrics, custom reports, and flexible data visualizations, Zendesk reporting enables teams to make sense of the information that matters to them.

Manage PayPal payments inside Freshdesk. Refund payments, manage subscriptions, send invoices and much more!

US Company or India Company

We decided to incorporate Freshdesk in the US.

Why is Zendesk so popular? ›

It provides both your support and customers with easily searchable detailed information. The Chat and Talk modules provide you with channels where you can connect with your customers. Zendesk Chat lets you engage customers over mobile apps, popular messaging apps like Facebook Messenger, and even over websites.

N) on Tuesday completed its sale to a group of private equity firms led by Hellman & Friedman and Permira in a deal valued at $10.2 billion after prolonged pressure from activist investor Jana Partners. As part of the deal, Zendesk shareholders received $77.50 per share in cash.

You do not have to worry about purchasing, installing, licensing and upgrading software. Several large companies in Sweden, including Ikea and SAS, use Zendesk to increase the quality of their customer service.

osTicket - Support Ticketing System + Support.

Is there a Google ticketing system? Google Workspace does not provide a ticketing system. There are no Google applications support ticket systems for firms that use Gmail to manage customer support inquiries from their customers. Indeed, the Google helpdesk provides customer service via other Google apps.

With omnichannel support, built-in tracking, and massive integration capabilities, it's no wonder that ZenDesk is the best help desk ticketing system for most businesses. Zendesk is a dream tool for managers and support agents alike.

All data at rest is encrypted using AES-256-bit standards with the keys being managed by AWS Key Management Service. All data in transit is encrypted using FIPS-140-2 standard encryption.

Salesforce is the worldwide market-share CRM leader, but if you're starting out with your relationship management efforts, Freshworks CRM is the better deal with affordable pricing and uniform customer support options.

Does Freshdesk use AWS? ›

Today, Freshdesk supports more than 28,000 customers and uses Amazon EC2 Reserved Instances to lower its infrastructure cost by 75%. The company also uses AWS OpsWorks to automate the entirety of its code deployments.

One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data. The dashboard could be better.

Volume limitations

4,000 concurrent conversations/with 200,000 total conversations per day. 500 configured integrations (web/mobile/social). 1,000 steps/nodes in a messaging bot.

The top Zendesk competitor is Freshdesk as it offers a robust interface and powerful features that can rival Zendesk. From ticket management and multi-channel support capabilities to knowledge base creation and community portal tools, this application is a well-rounded solution for all of your help desk requirements.

Freshdesk is a helpdesk system and Customer Relationship Management (CRM) solution that simplifies customer service for your team and helps them provide a great customer experience.

Freshdesk provides an easy-to-use platform for managing customer support. The UI is intuitive and the variety of features such as multi-channel support, automation, and reporting make it a comprehensive solution. The platform can be a bit slow at times and the integration with other tools could be improved.

Is Freshdesk a SaaS? Yes, Freshdesk is a fast-growing SaaS product specializing in customer service and support ticketing. It is a cloud-based customer support software that is both feature-rich and easy to use.

Freshworks (earlier called Freshdesk) has long been the torch bearer of the Indian SaaS ecosystem. It was India's first SaaS unicorn, and paved the way for a second wave of young SaaS players who are on the way to making India a SaaS powerhouse.

Zoho's lawsuit alleged that Freshworks employees uploaded some 4,000 leads from the Zoho CRM into the Freshworks CRM. Zoho then suggested that the “stolen” leads helped Freshworks earn the trust of investors, which helped to propel its IPO. Freshworks did in fact go public.

Freshworks' Loss Narrows 58% YoY To $58.3 Mn In Q3 2022, Revenue Jumps 33%

Does DHL use Freshdesk? ›

Freshdesk is used by over 50,000 customers, including Bridgestone, HP, Harvard University, and DHL.

Freshworks creates cloud-based software solutions for businesses. Founded in Chennai, India, in 2010 as Freshdesk, the company has a product suite ranging from sales CRM software to recruitment tools and customer-support helpdesk software.

Unlike legacy software, Freshworks builds tech that works for everyone, making it easy for IT, customer service, sales, marketers, and HR to do their job and delight their customers. More than 50,000 companies use Freshworks' SaaS to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).

Zendesk will operate as a privately held company and will remain headquartered in San Francisco. Qatalyst Partners and Goldman Sachs & Co. LLC served as financial advisors to Zendesk in connection with the transaction. Wachtell, Lipton, Rosen & Katz served as Zendesk's legal advisor.

At this point, your Zendesk instance is integrated with Apple Business Chat. But you'll still need to design, configure, and test the messaging experience with help from Zendesk and get your integration approved by Apple.

Zendesk, Inc. is an American company headquartered in San Francisco, California. It provides software-as-a-service products related to customer support, sales, and other customer communications. The company was founded in Copenhagen, Denmark, in 2007.

The Freshdesk story began in mid 2010. By early 2011, Freshdesk had a six-member team, including three developers, 1 UI/UX person, 1 QA person who doubled up as a customer support rep. In Girish's case, the journey from 350 customers in January 2012 to 33,000 customers at present is nothing short of extraordinary.

Freshworks is best suited for small to medium-sized businesses due to its pricing, essential CRM features and user-friendliness. Freshworks is a great option for those who are new to CRM systems or who want an easily customizable platform to monitor and track sales and provide good customer service.

Use Zendesk and the Partner Portal user interface to create and manage support tickets for the Open Connect team.

Is Zendesk a unicorn? ›

Zendesk: A Brief History. Zendesk is the rare unicorn that started not only outside of Silicon Valley but outside of the United States entirely.

Salesforce Service Cloud and Zendesk are equally excellent platforms, offering powerful core features. Zendesk is great for those who need an easy-to-setup help desk. Meanwhile, Salesforce Service Cloud is better for getting that 360-degree view of each customer's requests.

We're excited to announce the release of the new Zendesk integration for Microsoft Teams! This integration brings your communication and support solutions together to enable employees to work wherever they're most productive.

The Zendesk CRM platform emphasizes sales and does not offer many features for marketing. So for the Salesforce vs Zendesk discussion from the features standpoint, Salesforce provides a better 360° customer visibility that enables users to market their product well and also use impactful tools to increase sales.

Reviews from Pandia

“Zendesk is one of the most popular help desk software that has been used by thousands of big companies around the world. It offers reliable service with complete features designed to help your company build better relationships with your customers.” — Jay.

Airbnb began using Zendesk Support to deliver consistent, high-quality customer service in the early days and also used Zendesk Guide for its knowledge base. Given Airbnb's global reach, the company needed a solution that could easily scale at pace with its phenomenal growth.

With the Zendesk for Zoom Phone app, you can seamlessly access the power of Zoom's platform from within Zendesk. After installing, please visit the Zendesk Marketplace and install the Zoom Phone app to complete installation of the integration.

Shopify rolls out Zendesk to create more upsell and cross-sell opportunities. Shopify retired Desk.com and rolled out Zendesk in just one day, creating a unified workspace for sales, support, and customers to connect.

What is Zendesk used for? Zendesk is a complete customer service solution that's easy to use and scales with your business. Learn more about Zendesk for Service. Zendesk Sales CRM enhances productivity, processes, and pipeline visibility for sales teams.

Zendesk helps you resolve customer issues in an optimal way by offering you a range of features like analytics, knowledge-base, messaging, etc. Analytics on Zendesk let you quickly access the customer data and thereby make appropriate decisions to improve customer experience and retain them.

Why is Zendesk so good? ›

It's flexible and easy to build on, and gives people the tools and freedom to try new ideas. With custom metrics, custom reports, and flexible data visualizations, Zendesk reporting enables teams to make sense of the information that matters to them.

Freshdesk is probably the closest competitor to Zendesk in terms of full-scale help desk functionality.

RETAILERS. From grocery stores to clothing companies, Zendesk clients include retailers across the globe who have become more customer-centric with each ticket.

Scaling fast with Zendesk

Given Airbnb's global reach, the company needed a solution that could easily scale at pace with its phenomenal growth. “Scalability and reliability and 24/7 uptime were big factors,” said Shirley Lin, product lead for the Support Products Group, of Airbnb's decision to initially adopt Zendesk.