We performed a comparison between Freshsales and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."One of the most valuable features is the ability to divert deals based on the potential revenue or specific market to certain sales teams."
"Email integration is easy."
"I like Freshsales because it's integrated with Shopify which we use to host our website."
"Freshsales is user-friendly, scalable and stable."
"The solution is a low-cost CRM product compared to other CRM alternatives."
"Freshsales is very simple to use, but it's fairly limited in its functionalities, and it's very cheap."
"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."
"It's a very stable tool, very powerful."
"The initial setup is simple and straightforward."
"We rarely had issues with Zendesk."
"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."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"The stability has been very good."
"We can use only one domain in the basic package."
"The solution needs to improve the user experience and leads capture."
"It lacks customizability for complex and larger use cases."
"The reporting for this solution across all their products could be improved. Currently, we have clients who export their data from Freshservices to third party solutions such Power BI to create more comprehensive reports."
"The price of this solution could be improved as well as the reporting functionality."
"We have a problem with the time to delivery for our customers, although this is not specific to this solution. Time to delivery can be 90 days."
"The solution itself wasn't easy to set up."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"It wasn't easy to set up so we're only using a third of all of the features,"
"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."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"The dashboard could be better."
Freshsales is ranked 11th in CRM Customer Engagement Centers with 6 reviews while Zendesk is ranked 5th in CRM Customer Engagement Centers with 57 reviews. Freshsales is rated 7.6, while Zendesk is rated 8.2. The top reviewer of Freshsales writes "Email integration is easy, but we can use only one domain in the basic package". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Freshsales is most compared with monday.com, Apollo.io and Blackbaud CRM, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Freshsales vs. Zendesk report.
See our list of best CRM Customer Engagement Centers vendors, best CRM vendors, and best Sales Force Automation vendors.
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