We performed a comparison between Freshservice 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."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."
"You can just register and within five to minute minutes, you are ready to go."
"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."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"Freshservice's best feature is its user-friendliness."
"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."
"The ticketing feature is very easy to use, compared to other systems."
"The product has a lot of features."
"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."
"The product is quite stable."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"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."
"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."
"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."
"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."
"Freshservice's technical support has issues with delays and translations."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"The chat portal is not that great."
"Freshservice could improve the delegation and workflow management features."
"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 solution needs to have more customization on alerts and notifications."
"There is room for improvement in terms of integration."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"As per customer requirements, it may have some limitations."
"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."
"The solution should provide an option to autofill some values while creating tickets."
"It could be easier to link Zoho Desk and Outlook."
"There is room for improvement with the pricing."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while Zoho Desk is ranked 6th in Help Desk Software with 19 reviews. Freshservice is rated 8.0, while Zoho Desk is rated 8.4. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". 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". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine IT Asset Management, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and ManageEngine SupportCenter Plus. See our Freshservice vs. Zoho Desk report.
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