Zendesk vs Freshdesk: Everything you need to know before making a decision (2023)

Anna Khlystova

07.09.2020 | 10 minimal reading

Have you ever tried playing tennis with this devilish tennis ball machine that keeps throwing balls at you while you have to bounce them back very fast? Now imagine swinging all of that on a unicycle. On the edge of a mountain. With closed eyes.

Working in customer service requires a lot of effort, focus and time management skills as customer inquiries come from everywhere. You enter your company's Facebook page and you see 2-3 new posts there. You go to Twitter and someone has already complained about your service. Not only that, you open your inbox and it's full of questions from your customers, business partners, parents, cats and so on.

Do you already have that little choking feeling? That overwhelming feeling of not being able to keep up?

Well, you don't have to feel that way about choosing the right one.Helpdesk-Toolto your support team. These solutions bring all of these communication channels together in a single dashboard, providing everything you need to handle incoming requests efficiently. And the two most well known tech support tools out there areZendeskjbeautiful table.

Use!If you are looking for a complete and perfect support tool, HelpCrunch can be a great alternative to Zendesk and Freshdesk. JustSign up for a 14-day free trialand see your live chat, chatbot, shared inbox, knowledge base, and email automation features in action.

Companies that have decided to make the move to ticketing systems often face the Zendesk vs. Freshdesk dilemma. Both tools are extensive in their customer service features, have affordable pricing plans for different budgets, offer a pleasant onboarding experience, and are generally very good at what they do.

ThenHow do you make decisions in a situation?like this? There are no two ways to do this. Let's compare Freshdesk to Zendesk in detail.

Table of contents


Comparison between Freshdesk and Zendesk On-Premises

FreshDesk vs. Zendesk: How did it all start?

Zendesk vs Freshdesk: Pricing

Zendesk Pricing


Cool desktop prices

Freshdesk x Zendesk: Analysis

Freshdesk vs Zendesk: What About Customer Support?

Zendesk vs. Freshdesk – my honest overall impression

Which should I choose: Freshdesk or Zendesk?


Freshdesk looks simpler, easier to use, and costs less when you buy the full package. Zendesk, on the other hand, wins for integrations and, on rare occasions, features, but feels a bit disconnected. Large support departments would be better off with Zendesk.

When you need all in oneCustomer Service Solution, Freshdesk can look simpler, simpler and healthier. The live chat is also more advanced compared to Zendesk. Also, Zendesk's live chat widget feels a bit laggy.

Overall, for a quick comparison of Zendesk and Freshdesk, I would say that companies with large support departments would probably be better off with Zendesk and its strong ticketing options. Freshdesk is best for smaller businesses.

If you're looking for something just as powerful but more affordable, why not give it a try?HilfeCrunch? It offers the right support, marketing and sales features.

Comparison between Freshdesk and Zendesk On-Premises

Here's a quick table covering the main differences between Freshdesk and Zendesk. Please read carefully and choose wisely 🙂

Free trial period21 dia30 dia
free plansaccessibleNot available
All-in-One Subscription Cost€35/month per agent€59/month per agent
Basic subscription fees€18/month per agent (email + social media + knowledge base)€25/month per agent (email + social media)
Prices are based onnumber of agentsnumber of agents
Best suited forsmall and medium-sized businesses, companiesmedium-sized companies
ticket systemShared inbox with features like issue tracking, macros, etc.Team inbox with features like canned replies, real-time status, etc.
Live-Chatclean and modern chat interface has all necessary featuresoutdated, but has all the necessary features
knowledge baseclean, modern, has all the necessary featuresmultilingual, has advanced features
overall impressionmore intuitive to useit may seem a bit complicated and disjointed
reportsextensive, including gamificationvery extensive and insightful
Comments by Capterra4.5 / 5 ⭐⭐⭐⭐⭐(based on ‎2,568 reviews)4.4/5 ⭐⭐⭐⭐(based on 3,142 reviews)
G2 Comments4.4 / 5 ⭐⭐⭐⭐(based on ‎2,676 reviews)4.3/5 ⭐⭐⭐⭐(based on 5073 ratings)

FreshDesk vs. Zendesk: How did it all start?

To fully paint this picture, we need to start the Freshdesk vs Zendesk comparison with a quick history lesson.

So if customer support tools were an Italian mafia, Zendesk would be your godfather. It's one of the oldest and most comprehensive helpdesk tools out there. Founded in 2007 in asmall atticsomewhere in Copenhagen, Zendesk is one of the oldestCustomer Service Toolsout there. The idea itself arose from the complicatedOld school ticketing systems. They were a mess back then, and Zendesk's mission was to fix anything that was wrong with them.

After 12 years, Zendesk is one of the most comprehensive helpdesk tools and it's still going strong.

(Video) Freshdesk vs Zendesk: Choosing Between the Leaders on the Market

What about FreshDesk? According to Freshdesk's CEO, his story was actualinspiredby Zendesk itself. It was 2010 and it was a mob story:

I read this article on Hacker News. This article was about how Zendesk increased its prices by 60-300% and how its users were not happy about it. That comment was like a slap in the face. Here was an opportunity right in front of me.

Girish Mathrubootham, General Manager at Freshdesk

Basically, Zendesk spawned itsnearest competitor. Isn't that a nice plot twist? Also, what an excuse to start talking about prices right away.

Zendesk vs Freshdesk: Pricing

Freshdesk and Zendesk used to always offer free plans, but right now only Freshdesk offers some of its tools for free. Of course, they are limited in many ways, but they are free. Good news for all money savers. By 2021, Zendesk also had free versions of its products, but the company discontinued them.

You can sign up for the free trials and try one of the paid subscriptions. Zendesk offers a 30-day trial (which is a pretty long trial for SaaS companies), while Freshdesk's plans are available for a 21-day trial (not bad either).

But what if you're willing to pay for the tools you use? Let's see the real price comparison of Zendesk vs. Fresh desktop 💸

Zendesk Pricing

Zendesk vs Freshdesk: Everything you need to know before making a decision (1)

If you choose Zendesk Suite, the team subscription costs at least €59/agent per month. The most advanced packages can cost up to €199/agent. Or pay annually and save 35%.

Each Zendesk Suite covers the following channels:

  • Ticketing (helpdesk tool for collecting, prioritizing and resolving requests)
  • Voice Support (aka Call Center)
  • Live-Chat
  • social media
  • knowledge base

Although these channels are covered by all Zendesk Suite subscriptions, they have very different capabilities. For example, several knowledge bases are available in the growth plan, which cost €99/agent/month. Setting the opening hours of your live chat widget costs at least €125/agent/month. And if you want to remove Zendesk branding, better pay $199/agent/month.

Alternatively, you can opt for one of Zendesk's support packages. Offers tickets via email and social media and costs noticeably less. The basic support plan starts at €25/agent per month.

Cool desktop prices

Zendesk vs Freshdesk: Everything you need to know before making a decision (2)

When purchased as a ticketing service, Freshdesk can be slightly cheaper than Zendesk. The most basic subscription costs only €18 per agent per month when billed monthly, while the most expensive subscription costs €95 per agent per month. Zendesk Support pricing plans start at €25/month and do not include knowledge base integration.

However, if we compare Freshdesk and Zendesk all-in-one subscription plans, Freshdesk's omnichannel plans are cheaper. They start at €35/agent/month billed monthly.

Zendesk vs Freshdesk: Everything you need to know before making a decision (3)

Freshdesk vs Zendesk: What Do They Offer?

I'll be honest with you. If I had to choose between Zendesk and Freshdesk now, I wouldn't know which is better. Zendesk is widely recognized as the most comprehensive helpdesk tool on the market. They have everything a customer support team needs and more. But what makes Freshdesk special is that it's an equally good tool. The problem between Freshdesk and Zendesk is real. What a shock!

Zendesk features

Zendesk vs Freshdesk: Everything you need to know before making a decision (4)

counseling center

As I mentioned before, Zendesk is the godfather of helpdesk tools as we know them. Its ticketing features are the most comprehensive in the industry and work like a charm. (Although I have to say your dashboard can look impressive at first glance.)

The tool turns all customer phone, chat, email, and social media inquiries into tickets that are easy to manage, resolve, and collaborate on. Zendesk helps customer support teams collect all issues from disparate channels and centralize them into a prioritized, actionable list.

There are a number of features that help larger teams work together more efficiently. A simple issue tracking system gives customer service teams a real-time view of how individual issues are being resolved. For example, you can see the activity log and the name of the agent who is dealing with it.

Another thing that sets Zendesk apart from the competition is the reports. They provide the most detailed reports on how quickly agents resolve tickets and how a ticket's status changes from open to closed.


Honestly, I'm not the biggest fan of Zendesk's chat widget due to the limited customization options and outdated design. However, in terms of functionality, it has most of the necessary features like shortcuts (saved replies), automatic triggers, and live chat analytics.

knowledge base

The Zendesk Guide tool has many features, from locations to bot integration to feedback forums. Basically, you can create new articles and divide them by categories and sections; Make it a prime stop for customers when they have questions or problems.

Zendesk also offers Answer Bot, which can take your knowledge base game to the next level. Answer Bot automatically suggests relevant articles for customers, reducing the workload on your support staff. And it's also multilingual.

Freshdesk resources

Zendesk vs Freshdesk: Everything you need to know before making a decision (5)
(Video) Freshdesk vs Zendesk: Choosing the Golden Standard

counseling center

It's the core of Freshdesk's functionality. Their ticketing system works like a charm and is very convenient to use. Basically every email, chat or call becomes a ticket where they can be prioritized, assigned or grouped. It is also possible to integrate your Twitter and Facebook pages with Freshdesk and receive customer inquiries from there as well.

And yes, all of this can be done automatically. You can automate routine tasks in your helpdesk, e.g. B. setting priorities, tracking tickets and other operational tasks to help you manage your support.

Freshdesk likes to emphasize its team collaboration features like automatically assigning tickets to the right person or real-time information on who is already working on a particular ticket, etc.

Overall, I was pleasantly surprised at how easy it is to work with Freshdesk's ticketing tools.


It says so. Freshdesk is really just one tool (or rather a set of technical support tools) in the Freshworks family. So if you want live chat for your website, you'll have to sign up for another tool called Freshchat (or go for an expensive all-in-one plan). The price varies between €0 and €83 with monthly payment.

Freshchat enables in-app and triggered messages within its chat widget, as well as tracking of user events (e.g. last pages visited) and properties (e.g. location, browser language). You can also connect your knowledge base to the chat widget and display an FAQ section there.

Zendesk vs Freshdesk: Everything you need to know before making a decision (6)

If we compare the appearance of Freshdesk and Zendesk chat widgets, I like Freshdesk much better as it looks simpler and more modern.

Zendesk vs Freshdesk: Everything you need to know before making a decision (7)

knowledge base

As knowledge management software, Freshdesk offers a nice and clean help center feature. And it's also multilingual (meaning you can provide a translation of your articles in any language you want).

Probably the best thing about their self-service tool is that it includes some search engine optimization features to help you prepare your content for indexing by Google.

Other than that, I didn't find anything special about their self-service tool. It's nice and clean, but not as well developed as Zendesk Guide.

Freshdesk x Zendesk: Analysis

Freshdesk results4,5/5 Sternein Capterra u4,4/5 Sternein G2 based on 2676 reviews. Many users cite ease of setup and use as the tool's main advantages. However, some customers have complained that their support team is almost unreachable at times, while the tool is not always as reliable as they would like.

Zendesk is not far behind in its performance rating.4,4/5 Sterneand 3,152 reviews on Capterra. More than 5,000 G2 reviewers rated it4,3/5 Sterne. The tool has gained many loyal customers over many years. They often mention that Zendesk is easily scalable due to the number of features and subscription tiers it offers. However, its strongest side can sometimes be its most annoying feature, as users mention the complexity of the tool.

Freshdesk vs Zendesk: What About Customer Support?

I really liked the Zendesk customer support. I asked a question in the live chat and got a nice and direct answer right away.

When you leave a message on Freshdesk live chat, you'll always see an indication of how soon you can expect a reply. When I unsubscribed from mine it said "Current reply in less than 15 minutes". 3 hours later and I'm still waiting for someone to reply to me.

Zendesk vs. Freshdesk – my honest overall impression

Let's clarify. I liked Freshdesk better after signing up for their toolset and gaining access to the dashboard. And here's why.

You need time to understand Zendesk. While it's true that Zendesk offers a great onboarding process and offers lots of helpful tips at every step of your journey, I'd still like to get started right away rather than struggling to understand how things work there.

Also, when working with the Zendesk dashboard, you find that you need to open your tools in separate browser tabs. This is definitely not the best solution for smaller customer support teams.

On the other hand, Freshdesk is screaming from the rooftops that its interface is more intuitive and easier to set up and dive into. And to be honest, that was my impression too. I liked how Freshdesk is structured and how they onboard newcomers.

When you sign up for the tool for the first time, you can watch a short welcome video from your CEO, and then get a 20-minute demo where your team walks you through the basics of Freshdesk. And this video is more than enough to get you started.

In short, I settled the dispute between Zendesk and Freshdesk in favor of the latter. Freshdesk really is cheaper, more intuitive, and more consistent. However, I understand that larger companies like Zendesk come down to their complexity and lack of coordination.

Which should I choose: Freshdesk or Zendesk?

Honestly, it's your unique business needs that can help you make the right choice, be it Zendesk or Freshdesk. If you ask me, I would choose Freshdesk. It's just that I liked their control panel as soon as I walked in. And I can't dismiss this feeling. It's also cheaper, making it an obvious choice for smaller businesses.

Zendesk can be a great choice for larger (read: huge) companies with all their tools, departments, functions, and more.

Benefits of Zendesk:Benefits of Freshdesk:
More integrationsBest overall interface
Advanced botsCheaper when buying in a bundle
More resources for a Help Center toolLive chat is cleaner and more advanced
Cheaper when buying as a bundle (for basic packages)Reporting features with a gamification twist
Much better customer support in-house

However, I would recommend looking at a more unified approachalternatives- ifHilfeCrunch. With HelpCrunch you get a modern and fully customizable live chat with helpdesk features like assigning tags and status, adding private notes to your colleagues, reassigning customer requests from one agent to another, etc. .

Try any of HelpCrunch's pricing plans free for 14 days and see our tools in action right away.

(Video) ZenDesk vs FreshDesk - Which One Is Better?

Zendesk vs Freshdesk: Everything you need to know before making a decision (8) Zendesk vs Freshdesk: Everything you need to know before making a decision (9) Zendesk vs Freshdesk: Everything you need to know before making a decision (10)

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(Video) Zendesk vs Jira Service Management: Making the Right Call


How is Freshdesk better than Zendesk? ›

The difference between the two is that Freshdesk lets you create both kinds of knowledge bases on any of its plans, including its free plan. Since Zendesk doesn't offer a free plan, you'll need to pay to have access to this feature and it's only offered on the Suite and enterprise plans.

What are the things does Zendesk and Freshdesk something in common? ›

Both Freshdesk and Zendesk are customer support services affordable for small and middle-size businesses. They offer custom forms, a knowledge base, reporting, and different ticketing options.

What is the difference between Zendesk and Freshdesk omnichannel? ›

Zendesk allows you to engage with customers across more channels. While Freshdesk and Zendesk both allow you to communicate with clients via popular communication channels (email, Twitter, live chat, and AI-powered chatbots), Zendesk offers even more channels, including text, WhatsApp, and Line.

What is better than Freshdesk? ›

ProProfs. Best Freshdesk alternative for teams with smaller budgets. Another help desk and customer service software all-rounder is ProProfs. A great option for mid-sized businesses, it's also bursting with lots of features to help your team members deal with support issues.

Why choose Freshdesk? ›

Excellent customer support ticket system

In addition, it is a better choice than emailing support questions and concerns. Freshdesk allows our clients to see their ticket status and ticket history, as well as submit their comments and rating, which simplifies the process of providing excellent customer service.

What is the market share of Freshdesk vs Zendesk? ›

Comparing the market share of Zendesk and Freshworks

Zendesk has a 15.86% market share in the Contact Center category, while Freshworks has a 2.75% market share in the same space.

What are the disadvantages of Zendesk? ›

  • Cost per agent is higher than its top competitor, Freshdesk.
  • Some users found it difficult to receive help from customer support.
  • Some reported call quality issues.
  • Zendesk does not offer international numbers.
Feb 23, 2023

What makes Freshdesk unique? ›

Freshdesk ensures enterprise-grade security with features and comprehensive audits of networks, systems, and regulatory compliance to protect our product and platform.

What makes Zendesk special? ›

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.

Why should I choose Zendesk? ›

Zendesk gives businesses (both large and small) the flexibility to move quickly, focus on innovation, and scale their growth. Compared to our competitors, we offer a wide range of customer service tools for businesses of all sizes, at any stage.

Who is Zendesk main competitor? ›

Zoho Desk. Best Zendesk alternative for: Businesses looking to deliver top-notch customer support with efficiency and ease. Similar to Zendesk, Zoho Desk is a universal customer support tool with great integration capabilities and excellent value for money.

How do I manage tickets in Freshdesk? ›

Displaying plans
  1. Click on any ticket from the Ticket List view or Dashboard to open the ticket.
  2. Go to Ticket Details > Properties.
  3. Update the values that you'd like to change in the corresponding fields.
  4. Click Update when you're done.
Apr 11, 2023

What is the Microsoft version of Freshdesk? ›

The Freshdesk-Microsoft Teams integration brings your internal and support teams together, making cross-team collaboration effortless and frictionless.

What is everything about Freshdesk? ›

Freshdesk is a special cloud-based software designed to facilitate and improve customer support. Its excellent and cost-effective features are quite popular among online enterprises for enhancing the customers' self-service and their support teams' overall productivity.

What programming language does Freshdesk use? ›

Site Info - Freshdesk.com

Freshdesk is a hosted customer service platform by Freshworks. Ruby is a general-purpose object-oriented language originally developed by Yukihiro "Matz" Matsumoto in Japan. JavaScript is a lightweight, object-oriented, cross-platform scripting language, often used within web pages.

Does Freshdesk have a CRM? ›

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.

What are priorities in Freshdesk? ›

Based on the Due date (custom date field) of a ticket, the app kicks in and changes the Priority of the ticket — Urgent, High, Medium, and Low — automatically depending on how close the current date is to the due date. The app changes the priority any time between 12 am to 1 am based on the configured timezone.

Does Freshdesk have a knowledge base? ›

How do I set up my Knowledge Base using Freshdesk? Freshdesk helps you set up a KBase for your customers. You can create articles and add information which would act as a repository for self-service for your end-users.

Is Freshdesk a ticketing tool? ›

We've simplified ticketing for you! Customer issues from any channel can be converted into tickets in Freshdesk.

What major companies use Zendesk? ›

2439 companies reportedly use Zendesk in their tech stacks, including Uber, Pinterest, and Shopify.
  • Uber.
  • Pinterest.
  • Shopify.
  • Twitter.
  • Instacart.
  • Slack.
  • Stripe.
  • reddit.

Is Freshdesk a unicorn? ›

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.

How many agents can you have in Freshdesk? ›

In the Free plan you can add up to 10 agents. In the old Sprout plan you can add any number of users.

What is a problem in Zendesk? ›

Zendesk offers a native problem/incident ticket type, which makes it easy to tie multiple incidents reported by different people to a single problem ticket. Once the problem ticket is solved, the status of all incident tickets is automatically set to “solved,” streamlining work for your IT staff.

How do I use Zendesk efficiently? ›

You can find detailed guides and feature descriptions here and communicate with a support team.
  1. Set up Triggers to Automate Mundane Actions. ...
  2. Use Tags to Quickly Browse Through the Workflow. ...
  3. Create Macros to Save Agents' Time. ...
  4. Use Shortcuts for Zendesk. ...
  5. Connect Ticket Updating to Slack Integration.

What is a fun fact about Zendesk? ›

A fun fact: Zendesk takes its name after the word “Zen” - a state of total togetherness of the body and mind. Zen is one of the Buddhist schools, so the company's first logo was presented as Buddha with a headset similar to the one that all customer support agents wear.

How can I improve my Freshdesk? ›

10 ways to improve productivity with Freshdesk!
  1. Stay on top with (Email) Notifications. ...
  2. Keep the automations ready for new tickets. ...
  3. Set your business rules and workflows on auto-pilot. ...
  4. Keep the motivation high, without losing focus. ...
  5. Have responses ready in a single click. ...
  6. Don't stop with workflows. ...
  7. Don't search.
Dec 19, 2012

Is Freshdesk having issues? ›

Our service is currently operating as expected at the location you provided. If that changes, we will tell you about it here.

Is Freshdesk a SaaS platform? ›

Is Freshdesk a SaaS? Yes, Freshdesk is a fast-growing SaaS product specializing in customer service and support ticketing.

What are the three roles in Zendesk? ›

Agents, administrators, account owner (team members) The people who resolve support requests, you, play different roles in setting up and managing your ticket workflow. Agents, admins, and the account owner are all team members.

What you need to know about Zendesk? ›

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.

What is the strength of Zendesk? ›

Zendesk's greatest strengths ... are its simplicity and ease of customisation, which lets companies create the perfect workflow for their unique situations. You're not pigeonholed into having certain features work a certain way.”

What are the core values of Zendesk? ›

Zendesk is a service-first CRM company that builds software designed to improve customer relationships. As employees, we encourage each other to grow and innovate. As a company, we roll up our sleeves to plant roots in the communities we call home.

Why did Airbnb choose Zendesk? ›

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.

How do I make Zendesk look better? ›

  1. In Guide, on the sidebar, click the Customize design icon ( ).
  2. Click Customize on the theme you want to edit.
  3. Click Edit code.
  4. In the Templates section, click the template or custom page you want to modify. ...
  5. Use the code view to edit the template or page. ...
  6. Click Save in the top right corner to save your changes.
Mar 17, 2021

What are the two user types in Zendesk? ›

There are two user types: End user and Staff Member. Customers are assigned the role end user. Staff members can be assigned a variety of roles, such as agent or administrator.

What can managers see with Zendesk? ›

Using the Live calls dashboard, team managers can see at-a-glance all ongoing calls, listen in on agent conversations and barge in on calls when agents need support or escalation.

How is Zendesk different from Salesforce? ›

Zendesk offers resources on customer support best practices and ready-to-use templates so even small businesses can create best-in-class customer experiences. Salesforce doesn't offer these same support or training tools. Its primary focus is sales, so customer support guidance tends to take a backseat.

Is Zendesk a Chinese company? ›

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.

Is Zendesk a CRM or SaaS? ›

Give SaaS CRM a try

Zendesk Sell is an easy-to-use cloud-based CRM tool that helps sales teams engage customers, strengthen and shorten sales cycles, and improve customer retention. Zendesk Sell was recognized as a 2021 Gartner Magic Quadrant CRM leader for customer engagement.

Who are potential buyers for Zendesk? ›

May 12, 2022: Private equity firms Permira, Hellman & Friedman, and Advent International each are exploring a potential Zendesk acquisition, DealReported indicated.

How are tickets created in Freshdesk? ›

A new ticket can be created in Freshdesk by three different ways. A customer can raise a ticket in the helpdesk by putting in his request or query from the customer support portal. An agent can raise a ticket on behalf of the customer when he is contacted by the customer directly with a query/ request.

How does Freshdesk ticketing work? ›

Each customer query - be it an email, phone call or tweet that comes into your account is a ticket. The agent would then be able to click on the ticket to respond to the customer about their query. Tickets raised on your account could be viewed under the Tickets tab, from where you could access them.

Why Freshdesk is better than Zendesk? ›

Freshdesk offers an affordable and scalable customer service management solution focused on optimizing for cost. In fact, Freshdesk was founded in 2010 partly in response to rising Zendesk prices, making it a lower cost Zendesk alternative. Freshdesk is also good for collaboration on tickets between departments.

What companies use Freshdesk? ›

233 companies reportedly use FreshDesk in their tech stacks, including Soundcloud, Practo, and Pipedrive.
  • Soundcloud.
  • Practo.
  • Pipedrive.
  • Haptik.
  • Justmop.
  • Sprinklr.
  • Wunderflats.
  • CommonBond.

Does Freshdesk have automation? ›

Freshdesk's AI powered automations help you run on autopilot

Imagine coming to work every day to find all new customer enquiries neatly prioritized, organized and assigned to the right agents. You don't have any to-do lists because tedious work like following-up with people is automated!

What is the difference between Zendesk and Freshdesk? ›

Zendesk allows you to engage with customers across more channels. While Freshdesk and Zendesk both allow you to communicate with clients via popular communication channels (email, Twitter, live chat, and AI-powered chatbots), Zendesk offers even more channels, including text, WhatsApp, and Line.

Can Freshdesk send text messages? ›

Our seamless integration lets you use Textline's business texting software natively within Freshdesk to send and receive SMS and MMS. Initiate and respond to text messages using the top bar widget or ticket sidebar widget.

Why Freshdesk is better? ›

Freshdesk offers a free plan that supports up to 10 customer support agents, making it an affordable option for smaller businesses. It also comes with the ability to gamify your agents' day-to-day workflow built in, so you can encourage stronger performances.

Why should I use Freshdesk? ›

Freshdesk is an easy-to-use customer support platform that enables support teams to effectively manage customer requests via multiple channels, such as email, live chat, social media and phone calls.

Which browser is best for Freshdesk? ›

Tip: Freshdesk Mint works best with Chrome on a dual-core CPU and 6GB RAM.
Browser Feature Requirements
  • JavaScript must be enabled.
  • Cookies must be enabled.
  • LocalStorage must be enabled.
  • HTTPS - TLS v1. 2 or Higher.
Aug 30, 2022

Where does Freshdesk store data? ›

There is no storage limit on the Freshdesk platform. All the data is stored in Cloud.

Can you make calls on Freshdesk? ›

With the phone channel, you can make and receive calls directly on Freshdesk and effectively manage your phone conversations with customers. If you are on the Freshdesk Omnichannel plans, your Freshdesk and Freshdesk Contact Center accounts are connected by default.

Is Freshdesk an omnichannel? ›

Freshdesk is a cloud-based omnichannel helpdesk software that helps businesses of all sizes unify and personalize customer conversations across multiple channels of communication.

What are the three priorities? ›

And, as author and business consultant Jim Collins famously said, “If you have more than three priorities, you don't have any.” What exactly are these three magical priorities in life? Well, it's simple. Your health, relationships, and purpose.

What is a priority checklist? ›

A priority list is a list that contains your priority items — the stuff that brings you closer to achieving your personal and professional goals. Everyone has goals. Whether you want to lose weight or start a business, the first step to turning those dreams into reality is to get them down on paper.

What are the three levels of priorities for tasks? ›

3 Ways to Prioritize
  • QUADRANT 1: Important + Urgent. ...
  • QUADRANT 2: Important + Not-Urgent. ...
  • QUADRANT 3: Not Important + Urgent. ...
  • QUADRANT 4: Not Important + Not Urgent.

What is workflow in Freshdesk? ›

Automate your workflows to perform multiple actions on a support ticket with a single click. Freshdesk helps your support team manage customer queries by performing multiple actions like modifying ticket properties, assigning tags, and sending emails without hiring an extra pair of hands.

How do I pull data from Freshdesk? ›

Go to Admin -> Account -> Account Details >Export data > click on the Export button on this page, to receive the data. The export of the entire helpdesk data can be accessed from Accounts > Accounts exports.

Can Freshdesk be used as a CRM? ›

Freshdesk CRM is a cloud customer relationship management (CRM) service that offers email ticketing, live chat, and phone support for customers. Freshdesk CRM is the customer service platform in the Freshworks line of business productivity platforms.

Why is Zendesk so popular? ›

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.

Is Freshdesk an Indian company? ›

Founded by Mathrubootham and Shan Krishnasamy as Freshdesk in Chennai in 2010, the company started its journey as a helpdesk software for customer support.

How many chats can an agent handle at once? ›

An agent without prior chat experience can take only 1-2 active chats simultaneously, while an experienced agent can easily take 4-6 chats. If all your agents are new to chat you may need to lower the number of simultaneous chats they are expected to take. This can impact your staffing considerations.

How many emails can I add to Freshdesk? ›

Freshdesk lets you add an unlimited number of email addresses to your helpdesk and makes it easy for you to manage all of your support queries from one place. Just like your primary support email, all emails received in your additional mailboxes will also be converted into tickets automatically.

What is the requirement for Freshdesk? ›

Tip: Freshdesk Mint works best with Chrome on a dual-core CPU and 6GB RAM. Depending on the browser of your choice, you will then have to configure the following browser features: JavaScript must be enabled. Cookies must be enabled.

Does Freshdesk auto reply when ticket is created? ›

In Freshdesk, you can configure email notifications to be sent to customers when they create a ticket. To configure this, Go to Admin > Workflows > Email Notifications > Requester Notifications. Toggle on notifications for New Ticket Created.


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