Zendesk Suite vs Freshdesk
User Ratings & Reviews
Reviews are generated by real users. When reviewing a product, users are asked to assess the product’s overall quality, which includes assigning specific ratings for ease of use, value for money, customer support, and functionality.
Ease-of-Use
4.3 / 5
4.5 / 5
Value for Money
4.2 / 5
4.4 / 5
Customer Support
4.3 / 5
4.5 / 5
Functionality
4.4 / 5
4.3 / 5
Last Review Written
October 3, 2024
September 24, 2024
Pros/Cons
Pros
- I liked the standardization of different support metrics. The CSAT is pretty good and APIs are very useful.
- I like how easy anyone can be trained to use this, making sure clients are taken care of is a huge priority so this is a wonderful platform for that.
- Best feature is the integration with other tools like Jira. Also real time notifications on emails make it handy to get great response time and the tracking of the ticket becomes very easy.
Cons
- We never had support on issues, lost clients, lost statistics, etc. But when payment is due, then they sent many emails.
- The alert sound is as bad as one could sound and the lack of some useful features proved a NO GO! for me.
- Another cons is their technical support is very poor, it’s not that often you’ll need it but when you do, it’s hard to get it.
Pros
- Freshdesk has been a comprehensive and intuitive help desk solution for our organization. We have been impressed with its automation and reporting capabilities, as well as its user-friendly interface.
- It has a really reliable interface and offers the best solutions for customer service. Fresdesk also has a possibility to manage several features like active cont.
- Best customer service and dedicated agents, that's the best thing about Freshdesk. It helps you to manage multiple channels from a single dashboard.
Cons
- We did not use any software before and we constantly got lost e-mails or forgotten requests because they were all handled through e-mail.
- With their continued lack of responsiveness we cancelled our account after using the service for about a year.
- The support and contact system for Freshworks/Freshdesk is as bad as it gets.
Pricing
Pricing Range
$
$
$
$
$
$
$
$
$
$
Product Demo & Screenshots
Product Demo
N/A
Advisor Recommendations & User Awards
FrontRunners
The top products based on usability and customer satisfaction, as rated by user reviews. Check out our full methodology description for more detail.
FrontRunners
2023
FrontRunners
2024
Advisor Recommendations
Our industry-specific advisors recommend products based on specific business needs. Connect with us to get your personalized recommendations.
7 Recommendations
N/A
Additional Info
Ideal Customer Size
Small
Medium
Large
Small
Medium
Large
Deployments
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Support and Training
Support
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Training
In Person
Live Online
Webinars
Documentation
Videos
In Person
Live Online
Webinars
Documentation
Videos
