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 most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"The solution’s timely automated triggers increase our IT team’s productivity."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"We found the initial setup to be very simple."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"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 is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"It's very convenient to use."
"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."
"The stability has been very good."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It's a very stable tool, very powerful."
"It is a scalable solution."
"I am not too happy with the page layout or screen layout since it always looks messy."
"We'd like better integration with other products."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"The round robin ticketing feature that they have is not ideal."
"A chat bot needs to be added to the portal."
"Freshservice's technical support has issues with delays and translations."
"It needs to improve in terms of its flexibility, price, and installation."
"It wasn't easy to set up so we're only using a third of all of the features,"
"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."
"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."
"The solution itself wasn't easy to set up."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"The price of the solution should be reduced."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while Zendesk is ranked 10th 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 "Straightforward, very transparent, and very well organized". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, ManageEngine ServiceDesk Plus and HaloITSM, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Microsoft Dynamics CRM and Moveworks. See our Freshservice vs. Zendesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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