Freshservice and Zendesk are prominent players in the IT service management and customer support space. Freshservice shines with IT service management capabilities, whereas Zendesk leads with its ticket management and multi-channel support. The choice might favor Freshservice for IT management features and Zendesk for customer support tools.
Features: Freshservice offers incident management, flexible automation, and seamless integration capabilities for ease of use and robust change management. Zendesk specializes in ticket management with multi-channel support and efficient customer communication integration options.
Room for Improvement: Freshservice needs better reporting and workflow customization for large enterprises, alongside enhanced project management features. Zendesk requires improved help center customization and less complex setup, with users desiring better analytics and integration flexibility.
Ease of Deployment and Customer Service: Freshservice deploys primarily via Public Cloud, emphasizing easy setup and excellent support with quick response times. Zendesk offers Private and Hybrid Cloud deployment but faces mixed reviews on support, with calls for more accessible channels.
Pricing and ROI: Freshservice provides competitive pricing with flexible licensing models, delivering value especially within IT management. Zendesk's prices are perceived as higher but are justified by comprehensive customer service features and flexible licensing that can meet user needs.
However, they have improved over the period of two years.
We had a good experience with customer service, receiving a positive response from technical support.
The technical support provided by Zendesk has been very satisfactory.
Freshservice is easy to use for scalability.
Zendesk can scale from very small companies to very large ones.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
The stability has been quite reliable.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.
There could be improvements in integration, which can be achieved with APIs or tools like Zapier.
The solution offers flat licensing and appears to be cost-effective.
We pay a certain amount annually for the number of users, and as users increase, the cost increases.
It is not the cheapest solution nor the most expensive, but it provides value for money.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
Reviews from Real Users
Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.
A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”
PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”
A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
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