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Freshservice vs Zoho Desk comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

Freshservice
Ranking in Help Desk Software
9th
Average Rating
8.0
Number of Reviews
32
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
Sep 20, 2022
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
Mar 1, 2024
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's very handy and very easy to use."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"It allowed the development team to concentrate on the client’s requirements instead."
"Depending on the size of your organization, is pretty standard and useful."
"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."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"Freshservice's best feature is its user-friendliness."
"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"The initial setup is easy."
"It is a scalable platform."
"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
 

Cons

"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"The analytics could be better."
"Freshservice could improve the delegation and workflow management features."
"I am not too happy with the page layout or screen layout since it always looks messy."
"Not integrated with Google."
"Zoho Desk needs to be enhanced to support IT service management policies."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"There is room for improvement with the pricing."
"There is room for improvement in terms of integration."
"Sometimes, the solution has some email issues in a new data center."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"The solution needs to have more customization on alerts and notifications."
 

Pricing and Cost Advice

"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
"Our licensing fee for Freshservice is $2,500 a year."
"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."
"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."
"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
"The solution has an annual licensing model."
"Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments."
"The pricing is reasonable."
"Price-wise, Zoho Desk is about 35 USD a month per user."
"Zoho Desk's pricing is more flexible."
"Zoho Desk's cost is pretty much okay."
"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 product costs $10 to $25 per user per month."
"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."
"Zoho Desk is a cost-effective solution."
"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."
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Top Industries

By visitors reading reviews
Computer Software Company
26%
Manufacturing Company
8%
Government
6%
Financial Services Firm
6%
Educational Organization
58%
Computer Software Company
11%
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.
 

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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.
814,649 professionals have used our research since 2012.