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Freshdesk vs Zoho Desk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Freshdesk
Ranking in Help Desk Software
6th
Average Rating
8.2
Reviews Sentiment
7.5
Number of Reviews
30
Ranking in other categories
Customer Experience Management (4th), Field Service Management (3rd), Knowledge Management Software (5th)
Zoho Desk
Ranking in Help Desk Software
7th
Average Rating
8.2
Reviews Sentiment
7.4
Number of Reviews
20
Ranking in other categories
CRM Customer Engagement Centers (6th)
 

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of Freshdesk is 3.5%, down from 4.6% compared to the previous year. The mindshare of Zoho Desk is 2.7%, up from 2.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Alexey Timchenko - PeerSpot reviewer
Incredibly user-friendly, flexible, and affordable
Automation and ticket routing rules in Freshdesk save us daily by streamlining routine tasks. We use reports to identify issues, allocate resources, and continuously improve our processes. It is a vital part of our daily operations, helping us stay proactive and efficient in handling various types of tickets. The reporting and analytics tools in Freshdesk are effective for measuring customer service performance. While our current subscription level has some limitations in terms of reporting, the next level provides more options. Budget constraints currently prevent us from upgrading, but the available reporting features still meet our basic needs. I highly recommend Freshdesk, especially for companies in their early stages. It is user-friendly, easy to configure, and great for those with a moderate volume of customer requests. The cost is reasonable, making it a quick and efficient solution to implement. Overall, I would rate Freshdesk as an eight out of ten.
Babatunde-Olugbode - PeerSpot reviewer
End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform
For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"It is very easy to make reports."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"I used Freshdesk for communication with the clients, such as real-time chats."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"The UI is easy to use."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"The product is quite stable."
"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"The ticketing feature is very easy to use, compared to other systems."
"The product has a lot of features."
 

Cons

"It should enhance its service and its reporting capabilities."
"Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"The solution needs to have more customization on alerts and notifications."
"It could be easier to link Zoho Desk and Outlook."
"They could enhance the product’s features to customize the automated email responses."
"As per customer requirements, it may have some limitations."
"Zoho Desk needs to be enhanced to support IT service management policies."
"There is room for improvement with the pricing."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"Zoho Desk lacks lookup fields for the layouts."
 

Pricing and Cost Advice

"The pricing is pretty manageable and acceptable."
"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."
"It is costly."
"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."
"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."
"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."
"We use a licensing model only so we pay for the number of agents we have configured in the system only."
"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."
"Zoho Desk is a cost-effective solution."
"Price-wise, Zoho Desk is about 35 USD a month per user."
"The solution is relatively cheap. However, there are additional licensing fees involved."
"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."
"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."
"The solution costs INR 8400 per user."
"For what it does, it's quite cheap."
"Zoho Desk's cost is pretty much okay."
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Top Industries

By visitors reading reviews
Computer Software Company
24%
Financial Services Firm
7%
Real Estate/Law Firm
7%
Manufacturing Company
6%
Educational Organization
59%
Computer Software Company
10%
Manufacturing Company
5%
Media Company
3%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Freshdesk?
Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.
What needs improvement with Freshdesk?
Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs. Despite having third-part...
What is your primary use case for Freshdesk?
The customer's primary use case for Freshdesk is handling emails and social media queries. It is mostly used for managing transactional queries such as deposits and withdrawals. Our support team is...
What do you like most about Zoho Desk?
The most valuable features of Zoho Desk are archiving queries and analytics.
What is your experience regarding pricing and costs for Zoho Desk?
The price point is a concern. The licensing model is quite easy, however, the pricing issue remains the main concern.
What needs improvement with Zoho Desk?
The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.
 

Comparisons

 

Overview

 

Sample Customers

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket
Find out what your peers are saying about Freshdesk vs. Zoho Desk and other solutions. Updated: March 2025.
845,040 professionals have used our research since 2012.