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

Freshservice vs Zoho Desk 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:
 

Scalability Issues

Sentiment score
8.4
Freshservice scales well for small to medium businesses, despite customization limits and cost concerns for larger enterprises.
No sentiment score available
 

Valuable Features

Sentiment score
8.3
Freshservice excels with its user-friendly design, scalability, and comprehensive features, boosting IT productivity and offering flexible pricing.
No sentiment score available
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
 

Room For Improvement

Sentiment score
4.6
Freshservice needs better reporting, customization, integration, and workflow management, along with improvements in analytics and support features.
No sentiment score available
There's limited experience with the CMDB or asset management features.
 

Stability Issues

Sentiment score
8.5
Freshservice is praised for reliability and stability, with minor issues in integration and data imports occasionally noted by users.
No sentiment score available
 

Customer Service

Sentiment score
7.5
Freshservice support is praised for responsiveness but criticized for navigation challenges, misunderstandings, and inconsistent satisfaction with issue resolution.
No sentiment score available
 

Setup Cost

No sentiment score available
Enterprise buyers should explore Freshservice's flexible licensing and competitive pricing, assessing feature costs and scalability per needs.
No sentiment score available
The solution offers flat licensing and appears to be cost-effective.
 

Categories and Ranking

Freshservice
Ranking in Help Desk Software
9th
Average Rating
8.0
Reviews Sentiment
7.5
Number of Reviews
33
Ranking in other categories
Project Management Software (14th), Cloud Management (17th), IT Asset Management (9th), IT Service Management (ITSM) (7th)
Zoho Desk
Ranking in Help Desk Software
6th
Average Rating
8.4
Number of Reviews
19
Ranking in other categories
CRM Customer Engagement Centers (6th)
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of Freshservice is 3.4%, down from 3.8% compared to the previous year. The mindshare of Zoho Desk is 2.7%, up from 2.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Tim Guilder - PeerSpot reviewer
Provides excellent traceability along with improved efficiency and reliability
It would be good to have the product integrated with Google because that's our corporate tool of choice. I'd also like to see a notice board where you can list a summary of the top 10 items being dealt with each day. It's something that would be very helpful. I believe they're working on a chatbot but we haven't seen that as yet. I'd like it to include a space where questions asked to a chatbot can be self-triaged in terms of support or with the ability to point you towards a knowledge-based article. We've been doing some of that ourselves but it would be good to have it through a chatbot.
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.
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
26%
Manufacturing Company
7%
Government
6%
Financial Services Firm
6%
Educational Organization
59%
Computer Software Company
12%
Manufacturing Company
5%
Comms Service Provider
3%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Freshservice?
The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding...
What is your experience regarding pricing and costs for Freshservice?
We're on the pro model and the pro license. It is kinda expensive. There are several licensing options. We don't use the higher license model, which is very, very expensive. So, there are three opt...
What needs improvement with Freshservice?
There are requirements, not only from our side but from different users worldwide. I work with some community groups worldwide, and we have been placing several requests. So, there are a few areas ...
What do you like most about Zoho Desk?
The most valuable features of Zoho Desk are archiving queries and analytics.
What needs improvement with Zoho Desk?
Sometimes, the solution has some email issues in a new data center.
 

Comparisons

 

Also Known As

Flint
No data available
 

Learn More

 

Overview

 

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket
Find out what your peers are saying about Freshservice vs. Zoho Desk and other solutions. Updated: October 2024.
816,406 professionals have used our research since 2012.