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Freshsales vs Zendesk comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

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

Customer Service

No sentiment score available
No sentiment score available
Zendesk support is generally praised for responsiveness and efficiency, though some users prefer more personalized assistance over documentation.
 

Room For Improvement

No sentiment score available
Sentiment score
5.0
Zendesk struggles with performance, integration, customization, communication, mobile app delays, pricing, reporting, and training, affecting overall efficiency.
 

Scalability Issues

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Sentiment score
8.8
Zendesk is praised for scalability and customization but faces challenges with complex changes; some switch to alternatives like Salesforce.
 

Setup Cost

No sentiment score available
No sentiment score available
Enterprise buyers experience varying Zendesk pricing, from $70-$200 per agent, and should negotiate for features and value.
 

Stability Issues

No sentiment score available
Sentiment score
6.2
Zendesk is largely reliable, though occasional hangs and misclassification issues highlight room for improvement in performance.
 

Valuable Features

No sentiment score available
Sentiment score
8.5
Zendesk offers comprehensive ticket management, integrations, analytics, and security, enhancing productivity and providing seamless, multi-channel support for businesses.
 

Categories and Ranking

Freshsales
Ranking in CRM Customer Engagement Centers
8th
Ranking in CRM
23rd
Ranking in Sales Force Automation
9th
Average Rating
8.0
Reviews Sentiment
7.1
Number of Reviews
7
Ranking in other categories
Opportunity Management (7th)
Zendesk
Ranking in CRM Customer Engagement Centers
5th
Ranking in CRM
21st
Ranking in Sales Force Automation
7th
Average Rating
8.2
Reviews Sentiment
7.5
Number of Reviews
59
Ranking in other categories
Help Desk Software (11th), IT Service Management (ITSM) (9th), Reporting (13th), Knowledge Management Software (2nd), Community Platforms (2nd)
 

Mindshare comparison

As of November 2024, in the CRM Customer Engagement Centers category, the mindshare of Freshsales is 2.2%, up from 1.8% compared to the previous year. The mindshare of Zendesk is 7.2%, down from 14.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
 

Featured Reviews

Cristina Neri - PeerSpot reviewer
Cheaply-priced and does not require much customizations
It is a scalable solution. Scalability-wise, I rate the solution a nine out of ten. At the moment, the tool functions quite well for our needs. Around five people use the tool. In the future, my company might plan to increase the use of the solution. Currently, all the sales people in our company use the product.
Ahmed Nassar - PeerSpot reviewer
Stable tool, making it reliable for handling tasks but difficult initial setup
It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors. Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.
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816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
25%
Financial Services Firm
12%
Government
10%
Outsourcing Company
7%
Computer Software Company
22%
Educational Organization
10%
Financial Services Firm
8%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Freshsales?
Freshsales is very simple to use, but it's fairly limited in its functionalities, and it's very cheap.
What needs improvement with Freshsales?
The licensing costs should be based on the amount of data and number of clients that one can insert into the application. The number of clients in the tool is 500, which is less in number.
What is your primary use case for Freshsales?
I use the solution in my company since we are interested in the application and all the activities that salespeople do. We track the email, then the appointment, and the feedback from the appointme...
What do you like most about Zendesk Support?
I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...
What is your experience regarding pricing and costs for Zendesk Support?
I am not currently aware of the exact pricing, but since we are still using Zendesk, it appears to be at a reasonable price point.
What needs improvement with Zendesk Support?
Report generation is still slightly tricky and not very customizable as per my inquiries. It would be advantageous to have an AI layer that can analyze incoming requests and generate summaries, as ...
 

Comparisons

 

Also Known As

No data available
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

 

Sample Customers

Caratlane, Pykih, Buying Show, INTUO, WallyPark, Exploring Vacations, Raved, Forest, Ascendore, MagePlaza, Vacasa,
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about Freshsales vs. Zendesk and other solutions. Updated: November 2024.
816,406 professionals have used our research since 2012.