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 features of Freshservice are the notifications, customization, and flexibility."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"Depending on the size of your organization, is pretty standard and useful."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"There is a nice user interface."
"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 is a stable solution. My company hasn't faced any problems with the solution."
"The product is quite stable."
"It is a scalable platform."
"The ticketing feature is very easy to use, compared to other systems."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"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 most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"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 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."
"We'd like better integration with other products."
"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 could improve the delegation and workflow management features."
"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 product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"The round robin ticketing feature that they have is not ideal."
"It's hard to interact directly with the users themselves."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"Zoho Desk needs to be enhanced to support IT service management policies."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"The solution should provide an option to autofill some values while creating tickets."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"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 Moveworks, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Spiceworks. See our Freshservice vs. Zoho Desk report.
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