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."The UI is easy to use."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"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."
"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 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."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"The product is quite stable."
"The initial setup is easy."
"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 product provides communication features like chats and calls."
"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."
"It is a scalable platform."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"Technical support is not the best. It could be much, much better and offer better support to users."
"I would like to see a little bit more color in the solution."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"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."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"They could enhance the product’s features to customize the automated email responses."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"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."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"Zoho Desk needs to be enhanced to support IT service management policies."
"There is room for improvement with the pricing."
"The solution needs to have more customization on alerts and notifications."
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 BoldDesk, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshservice and Spiceworks. See our Freshdesk vs. Zoho Desk report.
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