Compare Freshservice vs. Zendesk Guide

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1,824 views|1,336 comparisons
Zendesk Guide Logo
3,603 views|3,167 comparisons
Most Helpful Review
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Find out what your peers are saying about Freshservice vs. Zendesk Guide and other solutions. Updated: January 2021.
457,209 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"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.""The overall functionality of the product is excellent."

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"The product offers very good management. It has a great ability to assign tickets based on content.""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."

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Cons
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan.""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."

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"The solution itself wasn't easy to set up.""It wasn't easy to set up so we're only using a third of all of the features,"

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Pricing and Cost Advice
"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan.""The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

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"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

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Ranking
Views
1,824
Comparisons
1,336
Reviews
2
Average Words per Review
855
Rating
8.5
Views
3,603
Comparisons
3,167
Reviews
2
Average Words per Review
1,464
Rating
7.0
Popular Comparisons
Compared 39% of the time.
Compared 9% of the time.
Compared 6% of the time.
Compared 35% of the time.
Compared 16% of the time.
Also Known As
Flint
Learn
Freshworks
Zendesk
Overview

Freshservice is a Cloud-based IT Service Desk and IT Service Management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important - exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software, Freshchat Customer Messaging Software etc. - with more than 150000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

Offer
Learn more about Freshservice
Learn more about Zendesk Guide
Sample Customers
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto TransportShopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania
Top Industries
VISITORS READING REVIEWS
Computer Software Company25%
Comms Service Provider19%
Media Company10%
Healthcare Company7%
REVIEWERS
Computer Software Company27%
Financial Services Firm14%
Construction Company9%
Non Profit9%
VISITORS READING REVIEWS
Computer Software Company32%
Comms Service Provider18%
Media Company6%
Government5%
Company Size
REVIEWERS
Small Business71%
Midsize Enterprise14%
Large Enterprise14%
REVIEWERS
Small Business37%
Midsize Enterprise40%
Large Enterprise23%
Find out what your peers are saying about Freshservice vs. Zendesk Guide and other solutions. Updated: January 2021.
457,209 professionals have used our research since 2012.

Freshservice is ranked 9th in IT Service Management (ITSM) with 2 reviews while Zendesk Guide is ranked 12th in IT Service Management (ITSM) with 2 reviews. Freshservice is rated 8.6, while Zendesk Guide is rated 7.0. The top reviewer of Freshservice writes "Easy to use and implement with a good user interface". On the other hand, the top reviewer of Zendesk Guide writes "Good SLA options and reporting features but is not easy to set up". Freshservice is most compared with ServiceNow, JIRA Service Desk, ManageEngine ServiceDesk Plus, Freshdesk and ConnectWise Automate, whereas Zendesk Guide is most compared with ServiceNow, JIRA Service Desk, Atlassian Confluence, TeamViewer Servicecamp and HEAT Service Management. See our Freshservice vs. Zendesk Guide report.

See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.