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."I like Freshsales because it's integrated with Shopify which we use to host our website."
"Freshsales is very simple to use, but it's fairly limited in its functionalities, and it's very cheap."
"Freshsales is user-friendly, scalable and stable."
"The solution is a low-cost CRM product compared to other CRM alternatives."
"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."
"Zendesk Support has a lot of good APIs."
"It is a scalable solution."
"The initial setup is simple and straightforward."
"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."
"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."
"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."
"It's very convenient to use."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It lacks customizability for complex and larger use cases."
"The price of this solution could be improved as well as the reporting functionality."
"The solution needs to improve the user experience and leads capture."
"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 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."
"We can use only one domain in the basic package."
"The solution itself wasn't easy to set up."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"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."
"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."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"It wasn't easy to set up so we're only using a third of all of the features,"
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 "Stable tool, making it reliable for handling tasks but difficult initial setup". 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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