We performed a comparison between Freshdesk and Zoho Desk 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."It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"Technical support is outstanding."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"The organization that is possible with other departments is the solution's most valuable aspect."
"The ticketing feature is very easy to use, compared to other systems."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"The product has a lot of features."
"The product provides communication features like chats and calls."
"The initial setup is easy."
"The solution doesn't have any bugs."
"It is a scalable platform."
"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."
"I would like to see a little bit more color in the solution."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"I would like on-the-go translation,"
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"It should enhance its service and its reporting capabilities."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"The solution should provide an option to autofill some values while creating tickets."
"Zoho Desk lacks lookup fields for the layouts."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"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."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."
"It could be easier to link Zoho Desk and Outlook."
Freshdesk is ranked 9th in Help Desk Software with 27 reviews while Zoho Desk is ranked 6th in Help Desk Software with 19 reviews. Freshdesk is rated 8.4, while Zoho Desk is rated 8.4. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and Zendesk, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshservice and ManageEngine SupportCenter Plus. See our Freshdesk vs. Zoho Desk report.
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