We performed a comparison between Freshservice and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"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."
"I do 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."
"The overall functionality of the product is excellent."
"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 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."
"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."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"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."
"We rarely had issues with Zendesk."
"The initial setup is simple and straightforward."
"It is a scalable solution."
"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."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"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."
"Not integrated with Google."
"We'd like better integration with other products."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"The analytics could be better."
"A chat bot needs to be added to the portal."
"The support team is time-consuming, and they don't find the answer to our problem."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"It wasn't easy to set up so we're only using a third of all of the features,"
"The solution itself wasn't easy to set up."
"The solution could integrate better with QR codes from some websites such as Facebook."
"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."
"It needs to improve in terms of its flexibility, price, and installation."
"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."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while Zendesk is ranked 11th in Help Desk Software with 57 reviews. Freshservice is rated 8.0, while Zendesk is rated 8.2. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Zendesk writes "Stable tool, making it reliable for handling tasks but difficult initial setup". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, ManageEngine ServiceDesk Plus and monday.com, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Microsoft Dynamics CRM and Moveworks. See our Freshservice vs. Zendesk report.
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