Freshservice vs Zoho Desk comparison

Freshworks and Zoho are both solutions in the Help Desk Software category. Freshworks is ranked #7 with an average rating of 8.5, while Zoho is ranked #6 with an average rating of 8.5. Freshworks holds a 3.4% mindshare in HDS, compared to Zoho’s 2.8% mindshare. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 95% of Zoho users who would recommend it.

Freshservice

Read 35 Freshservice reviews

1,738 Views
1,288 Comparison Views

97% willing to recommend

Zoho Desk

Read 19 Zoho Desk reviews

1,680 Views
839 Comparison Views

95% willing to recommend

Freshservice

Zoho Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Freshservice and Zoho Desk compete in the IT service management category. Freshservice has the upper hand in user experience and mobile support, while Zoho Desk stands out with its economic pricing and multichannel support.

Features: Freshservice offers comprehensive IT service management with features like incident management, change management, and strong analytics. Its intuitive user-friendly interface and extensive automation capabilities provide a robust experience. Meanwhile, Zoho Desk is tailored to customer support with strong multichannel capabilities, including social media integration. It also offers excellent ticket management and extensive customization options.

Room for Improvement: Freshservice users report the need for enhanced reporting and customization capabilities, along with improvements in project management features. There are also limitations in integrations with some infrastructures. Zoho Desk could benefit from better ITSM integration and improved customization for alerts and notifications. Enhancements in analytics and social media tracking are also desired by users.

Ease of Deployment and Customer Service: Freshservice provides deployment on public and private clouds but lacks hybrid cloud support which Zoho Desk offers. Some users praise Freshservice's technical support, though responsiveness can vary. Zoho Desk is generally known for satisfactory customer support, though it occasionally experiences delays with non-critical issues.

Pricing and ROI: Freshservice is seen as reasonably priced with various plans, though it becomes pricier with more features. It provides good license management and pricing flexibility, leading to a satisfactory ROI. Zoho Desk is lauded for its economic pricing and flexible subscription model, especially beneficial for small to mid-sized businesses, offering immediate ROI through improved efficiency.

To learn more, read our detailed Freshservice vs. Zoho Desk Report (Updated: December 2024).

Buyer's Guide

Freshservice vs. Zoho Desk

December 2024

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Helped 824,053 peers since 2012

Categories and Ranking

Freshservice

Ranking in Help Desk Software

7th

Average Rating

8.0

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Project Management Software (11th), Cloud Management (15th), IT Asset Management (7th), IT Service Management (ITSM) (5th)

Zoho Desk

Ranking in Help Desk Software

6th

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (6th)

Mindshare comparison

As of December 2024, in the Help Desk Software category, the mindshare of Freshservice is 3.4%, down from 3.9% compared to the previous year. The mindshare of Zoho Desk is 2.8%, 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

Head of Production Technology at ITV

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.

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Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

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.

Read full review

Quotes from Members

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

Pros

"Ability to scan barcodes and a great search feature."

"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."

"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."

"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."

"You can just register and within five to minute minutes, you are ready to go."

"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."

"It allows for customization and offers a broad feature set."

"The solution’s timely automated triggers increase our IT team’s productivity."

More Freshservice pros

"It is a scalable platform."

"The product has a lot of features."

"The ticketing feature is very easy to use, compared to other systems."

"It is a highly scalable solution. You can easily add more users through the portal within seconds."

"The most valuable features of Zoho Desk are archiving queries and analytics."

"The initial setup is easy."

"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."

"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."

More Zoho Desk pros

Cons

"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."

"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."

"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."

"Freshservice automation capabilities are improving the way we respond to a few customers. There is a bit of delay when we must respond to the customer."

"Freshservice could improve the delegation and workflow management features."

"We'd like to see a CMDB, a Configuration Management Database, in the future."

"I experienced some delay in response time for non-function critical queries."

"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."

More Freshservice cons

"The solution needs to have more customization on alerts and notifications."

"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."

"Zoho Desk needs to be enhanced to support IT service management policies."

"The solution could improve its stability and scalability."

"There is room for improvement in customer service and support. It could be more knowledgeable."

"Sometimes, the solution has some email issues in a new data center."

"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."

"It could be easier to link Zoho Desk and Outlook."

More Zoho Desk cons

Pricing and Cost Advice

"The solution may be around 20,000 euros a year."

"Compared to other tools, Freshservice is affordable."

"The price of Freshservice could improve, it is expensive."

"The pricing is reasonable."

"Our licensing fee for Freshservice is $2,500 a year."

"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

More Freshservice pricing and cost advice

"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."

"Zoho Desk's pricing is more flexible."

"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."

"The solution is relatively cheap. However, there are additional licensing fees involved."

"For what it does, it's quite cheap."

"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."

"The solution costs INR 8400 per user."

"Zoho Desk's cost is pretty much okay."

More Zoho Desk pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

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824,053 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

26%

Manufacturing Company

Financial Services Firm

Retailer

Educational Organization

59%

Computer Software Company

10%

Manufacturing Company

Comms Service Provider

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...

See all answers

What is your experience regarding pricing and costs for Freshservice?

The solution offers flat licensing and appears to be cost-effective.

See all answers

What needs improvement with Freshservice?

I experienced some delay in response time for non-function critical queries. Moreover, there's limited experience with the CMDB or asset management features.

See all answers

What do you like most about Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

See all answers

What is your experience regarding pricing and costs for Zoho Desk?

Zoho Desk is a cost-effective solution.

See all answers

What needs improvement with Zoho Desk?

Sometimes, the solution has some email issues in a new data center.

See all answers

Comparisons

ServiceNow vs Freshservice

Compared 27% of the time

Microsoft Project vs Freshservice

Compared 12% of the time

Zendesk vs Freshservice

Compared 11% of the time

ManageEngine ServiceDesk Plus vs Freshservice

Compared 10% of the time

monday.com vs Freshservice

Compared 10% of the time

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ServiceNow vs Zoho Desk

Compared 56% of the time

JIRA Service Management vs Zoho Desk

Compared 17% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 10% of the time

Freshdesk vs Zoho Desk

Compared 9% of the time

ManageEngine SupportCenter Plus vs Zoho Desk

Compared 8% of the time

More Zoho Desk Competitors

Product Reports

Buyer's Guide

Freshservice

December 2024

Download Freshservice product report

Buyer's Guide

Zoho Desk

November 2024

Download Zoho Desk product report

Also Known As

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Freshworks

Zoho

Overview

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:

ITIL-aligned processes
Intelligent AI/ML capabilities
Advanced CSAT
Extensible platform
Self-service portal
Smart automations
Service catalog
Effective monitoring and alerting
Out-of-box analytics
Mobile app
Marketplace apps

Freshservice Benefits

There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.

Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.

Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.

Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.

Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.

Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

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."

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

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

Buyer's Guide

Freshservice vs. Zoho Desk

December 2024

Free Report: Freshservice vs. Zoho Desk

Find out what your peers are saying about Freshservice vs. Zoho Desk and other solutions. Updated: December 2024.

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