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."The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"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."
"We found the initial setup to be very simple."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"The solution has been stable."
"Depending on the size of your organization, is pretty standard and useful."
"It is a stable solution. My company hasn't faced any problems with the solution."
"The overall functionality of the product is excellent."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"It's very convenient to use."
"It is a scalable solution."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"It's a very stable tool, very powerful."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"Zendesk Support has a lot of good APIs."
"The initial setup is simple and straightforward."
"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 analytics could be better."
"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 integration with Microsoft Outlook."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"A chat bot needs to be added to the portal."
"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."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"The support team is time-consuming, and they don't find the answer to our problem."
"It wasn't easy to set up so we're only using a third of all of the features,"
"The price of the solution should be reduced."
"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."
"It needs to improve in terms of its flexibility, price, and installation."
"You couldn't give administrative access to new hires."
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 HaloITSM, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Microsoft Dynamics CRM and Moveworks. See our Freshservice vs. Zendesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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