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."We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"Depending on the size of your organization, is pretty standard and useful."
"Freshservice's best feature is its user-friendliness."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"The solution’s timely automated triggers increase our IT team’s productivity."
"The product has a lot of features."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"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 most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."
"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 solution doesn't have any bugs."
"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."
"The round robin ticketing feature that they have is not ideal."
"It's hard to interact directly with the users themselves."
"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."
"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."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"There is room for improvement in terms of integration."
"The solution could improve its stability and scalability."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"There is room for improvement with the pricing."
"Sometimes, the solution has some email issues in a new data center."
"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."
"The solution needs to have more customization on alerts and notifications."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while Zoho Desk is ranked 7th 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, Zendesk, Microsoft Project 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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