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."I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"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."
"It allowed the development team to concentrate on the client’s requirements instead."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"Ability to scan barcodes and a great search feature."
"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."
"The product provides communication features like chats and calls."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"The product has a lot of features."
"The solution doesn't have any bugs."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"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 most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"Their analytics need improvement."
"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."
"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."
"I am not too happy with the page layout or screen layout since it always looks messy."
"The analytics could be better."
"We'd like better integration with other products."
"Freshservice's technical support has issues with delays and translations."
"The solution should provide an option to autofill some values while creating tickets."
"The solution needs to have more customization on alerts and notifications."
"They could enhance the product’s features to customize the automated email responses."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"There is room for improvement with the pricing."
"Zoho Desk lacks lookup fields for the layouts."
"There is room for improvement in customer service and support. It could be more knowledgeable."
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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