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."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."
"There is a nice user interface."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"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."
"The overall functionality of the product is excellent."
"Ability to scan barcodes and a great search feature."
"Freshservice's best feature is its user-friendliness."
"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 stability has been very good."
"It's very convenient to use."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"The product offers very good management. It has a great ability to assign tickets based on content."
"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"It's a very stable tool, very powerful."
"The initial setup is simple and straightforward."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"The round robin ticketing feature that they have is not ideal."
"Freshservice could improve the delegation and workflow management features."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"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."
"Not integrated with Google."
"The chat portal is not that great."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"It wasn't easy to set up so we're only using a third of all of the features,"
"The solution could integrate better with QR codes from some websites such as Facebook."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"The solution itself wasn't easy to set up."
"It needs to improve in terms of its flexibility, price, and installation."
"You couldn't give administrative access to new hires."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"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."
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 monday.com, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Microsoft Dynamics CRM and Moveworks. See our Freshservice vs. Zendesk report.
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