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

FAQs

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.

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.

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.

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.

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.

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.

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

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.

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.

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

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.

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.

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.

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.

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.

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

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.

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

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.

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.

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

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.

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.”

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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!

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.

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.

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.

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.

Where does Freshdesk store data? ›

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

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.