Try our new research platform with insights from 80,000+ expert users

Freshsales vs Zendesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 19, 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

Freshsales
Ranking in CRM Customer Engagement Centers
10th
Ranking in CRM
27th
Ranking in Sales Force Automation
10th
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
20th
Ranking in Sales Force Automation
7th
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
59
Ranking in other categories
Help Desk Software (10th), IT Service Management (ITSM) (8th), Reporting (13th), Knowledge Management Software (2nd), Community Platforms (3rd)
 

Mindshare comparison

As of February 2025, in the CRM Customer Engagement Centers category, the mindshare of Freshsales is 1.8%, up from 1.4% compared to the previous year. The mindshare of Zendesk is 6.0%, down from 13.1% 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.

Quotes from Members

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

Pros

"Freshsales is very simple to use, but it's fairly limited in its functionalities, and it's very cheap."
"I like Freshsales because it's integrated with Shopify which we use to host our website."
"Email integration is easy."
"One of the most valuable features is the ability to divert deals based on the potential revenue or specific market to certain sales teams."
"The solution is a low-cost CRM product compared to other CRM alternatives."
"The solution's most valuable feature is its well-organized sales cycle, which is important to us."
"Freshsales is user-friendly, scalable and stable."
"It's a very stable tool, very powerful."
"The stability has been very good."
"The product offers very good management. It has a great ability to assign tickets based on content."
"We rarely had issues with Zendesk."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"It is a scalable solution."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
 

Cons

"The price of this solution could be improved as well as the reporting functionality."
"The reporting for this solution across all their products could be improved. Currently, we have clients who export their data from Freshservices to third party solutions such Power BI to create more comprehensive reports."
"The solution needs to improve the user experience and leads capture."
"It lacks customizability for complex and larger use cases."
"We can use only one domain in the basic package."
"The licensing costs should be based on the amount of data and number of clients that one can insert into the application."
"We have a problem with the time to delivery for our customers, although this is not specific to this solution. Time to delivery can be 90 days."
"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."
"The solution itself wasn't easy to set up."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"You couldn't give administrative access to new hires."
 

Pricing and Cost Advice

"The basic price is affordable. The add ons are expensive."
"Freshsales is an economical product."
"If one is a very low price and ten is expensive, I rate the product price as a three."
"The price for this solution is good in general, but in Brazil we do pay additional taxes."
"The tool is not that expensive."
"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."
"From what I hear, Zendesk's pricing is a little expensive."
"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
"The price is very competitive."
"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."
"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."
report
Use our free recommendation engine to learn which CRM Customer Engagement Centers solutions are best for your needs.
832,565 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
21%
Financial Services Firm
11%
Government
11%
Outsourcing Company
8%
Computer Software Company
22%
Educational Organization
12%
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 ...
 

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: January 2025.
832,565 professionals have used our research since 2012.