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Compare Freshdesk Omni and Zendesk Support Suite 
At a Glance
Market Segments
Small-Business (50.5% of reviews)
Mid-Market (45.5% of reviews)
Entry-Level Pricing
No pricing available
$19.00 1 user per month billed annually
Freshdesk Omni
Star Rating
(4,061)4.4 out of 5
Market Segments
Small-Business (50.5% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Freshdesk OmniZendesk Support Suite
Star Rating
(6,149)4.3 out of 5
Market Segments
Mid-Market (45.5% of reviews)
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zendesk Support Suite excels in its ticketing system, with a score of 9.0, while Freshdesk Omni follows closely with a score of 8.9. Reviewers mention that the intuitive interface of Zendesk makes it easier to manage high volumes of tickets efficiently.
- Reviewers mention that Freshdesk Omni shines in its ease of use, scoring 8.9 compared to Zendesk's 8.5. Users on G2 appreciate the straightforward setup process and user-friendly design of Freshdesk, making it a preferred choice for small businesses.
- G2 users highlight the superior quality of support from Freshdesk Omni, scoring 8.8, while Zendesk Support Suite scores 8.4. Users report that Freshdesk's customer service is responsive and helpful, which is crucial for businesses needing quick resolutions.
- Users say that Freshdesk Omni offers better automation features, with a score of 8.5 in response automation compared to Zendesk's 8.4. Reviewers mention that Freshdesk's automation capabilities help streamline workflows and reduce manual tasks effectively.
- Reviewers mention that Zendesk Support Suite has a more robust reporting and analytics feature, scoring 8.3, while Freshdesk Omni scores 8.5. Users appreciate the detailed insights provided by Freshdesk, but some feel that Zendesk offers more comprehensive data tracking options.
- Users report that Freshdesk Omni's omnichannel capabilities, scoring 8.4, are slightly better than Zendesk's 8.2. Reviewers mention that Freshdesk allows for seamless integration across various communication channels, enhancing customer engagement.
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Pricing
Entry-Level Pricing
Freshdesk Omni
No pricing availableZendesk Support Suite
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Freshdesk Omni
No trial information availableZendesk Support Suite
Free Trial is available
Ratings
Meets Requirements
8.6
3,518
8.6
4,747
Ease of Use
8.9
3,539
8.5
4,785
Ease of Setup
8.6
2,415
7.9
2,858
Ease of Admin
8.8
2,374
8.2
2,897
Quality of Support
8.8
3,410
8.4
4,438
Has the product been a good partner in doing business?
8.8
2,296
8.4
2,821
Product Direction (% positive)
8.8
3,497
7.9
4,400
Features by Category
Ticket and Case Management
Not enough data
8.8
2241
|
Verified
Not enough data
8.7
2257
|
Verified
Not enough data
8.5
2182
|
Verified
Not enough data
8.4
2029
|
Verified
Not enough data
8.1
1617
|
Verified
Not enough data
8.4
2095
|
Verified
Not enough data
8.6
2083
|
Verified
Not enough data
8.2
1548
|
Verified
Generative AI
Not enough data
7.2
117
Not enough data
7.2
120
Communication Channels
Not enough data
8.4
1758
|
Verified
Not enough data
8.7
2004
|
Verified
Not enough data
8.4
1423
|
Verified
Not enough data
8.0
1128
|
Verified
Not enough data
8.1
1014
|
Verified
Platform
Not enough data
7.6
1100
|
Verified
Not enough data
8.0
1457
|
Verified
Not enough data
8.2
1669
|
Verified
Not enough data
8.1
1460
|
Verified
Not enough data
7.8
2059
|
Verified
Not enough data
7.9
2127
|
Verified
Administration
Not enough data
8.4
191
|
Verified
Not enough data
7.9
172
|
Verified
Not enough data
8.3
219
|
Verified
Service Desk
Not enough data
9.0
247
|
Verified
Not enough data
8.7
223
|
Verified
Not enough data
8.6
211
|
Verified
Management
Not enough data
8.3
184
|
Verified
Not enough data
8.4
185
|
Verified
Not enough data
8.3
174
|
Verified
Not enough data
8.0
134
|
Verified
Not enough data
8.3
127
Functionality
Not enough data
9.0
199
|
Verified
Not enough data
8.5
163
Not enough data
8.4
171
|
Verified
Not enough data
8.6
181
|
Verified
Administration
Not enough data
8.1
562
Not enough data
7.9
543
Not enough data
8.2
604
Knowledge Management
Not enough data
8.6
747
Not enough data
8.2
597
Not enough data
7.9
649
Compliance
Not enough data
8.3
526
Not enough data
8.2
488
Not enough data
8.2
491
Not enough data
8.0
464
Customer Support
Not enough data
8.0
611
Not enough data
7.8
587
Not enough data
7.8
422
Data Security
Not enough data
8.1
433
Not enough data
8.1
434
Not enough data
8.3
525
Not enough data
8.5
471
Administration
Not enough data
8.2
620
Not enough data
8.3
731
Not enough data
8.6
735
Generative AI
Not enough data
Feature Not Available
Usability
Not enough data
8.2
589
Not enough data
8.3
585
Not enough data
8.3
556
Reporting
Not enough data
8.3
515
Not enough data
7.9
489
Not enough data
8.1
569
Generative AI
Not enough data
7.3
108
Not enough data
7.1
107
Responses
Not enough data
8.2
32
Not enough data
8.7
39
Not enough data
8.5
40
Automation - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
8.5
41
Not enough data
8.7
39
Not enough data
8.7
35
Autonomy - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
8.1
6
Not enough data
8.9
6
Responses
Not enough data
8.1
396
Not enough data
8.1
393
Not enough data
8.3
379
Not enough data
8.1
377
Not enough data
8.1
285
Platform
Not enough data
8.6
398
Not enough data
8.2
396
Not enough data
8.2
391
Not enough data
8.2
392
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
385
Generative AI
Not enough data
8.3
44
Not enough data
8.0
43
Conversational Platform
Not enough data
8.1
763
Not enough data
8.2
620
Not enough data
8.1
589
Not enough data
8.1
657
Support Automation
Not enough data
8.1
623
Not enough data
8.2
667
Not enough data
8.4
620
Not enough data
8.0
698
Generative AI
Not enough data
7.6
115
Not enough data
7.6
115
Messaging Channels
Not enough data
7.6
62
Not enough data
9.0
153
Not enough data
8.3
75
Not enough data
8.5
83
Administration
Not enough data
8.1
88
Not enough data
8.8
137
Not enough data
8.3
93
Not enough data
8.4
126
Customer Support
Not enough data
8.0
11
Not enough data
5.8
6
Not enough data
7.7
11
Automation
Not enough data
7.6
11
Not enough data
8.3
11
Not enough data
7.8
12
Artificial Intelligence
Not enough data
8.1
12
Not enough data
7.9
13
Not enough data
7.9
13
Generative AI
Not enough data
Feature Not Available
Not enough data
7.7
63
Not enough data
Feature Not Available
Communication
Not enough data
8.6
776
|
Verified
Not enough data
8.4
794
|
Verified
Not enough data
8.1
552
Not enough data
8.4
573
|
Verified
Not enough data
8.0
356
Internal Use
Not enough data
8.0
1457
|
Verified
Not enough data
8.4
689
|
Verified
Not enough data
8.0
490
Not enough data
8.4
735
Not enough data
8.6
662
|
Verified
Not enough data
8.2
689
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
Not enough data
8.5
1408
Not enough data
8.4
1346
Not enough data
8.0
938
Not enough data
7.7
559
Not enough data
7.9
692
Self-Service Platform
Not enough data
8.2
740
Not enough data
8.2
755
Not enough data
7.6
574
Not enough data
8.1
720
Generative AI
Not enough data
6.8(won by default)
37
Not enough data
6.8(won by default)
38
Process
Not enough data
8.4(won by default)
521
Not enough data
9.0(won by default)
697
Not enough data
8.8(won by default)
646
Channels
Not enough data
9.0(won by default)
697
Not enough data
8.3(won by default)
542
Not enough data
8.7(won by default)
521
Not enough data
8.2(won by default)
444
Not enough data
8.3(won by default)
380
Insight
Not enough data
8.2(won by default)
497
Not enough data
8.3(won by default)
608
Not enough data
8.4(won by default)
521
Not enough data
8.7(won by default)
628
Generative AI
Feature Not Available
7.5
48
Feature Not Available
7.4
47
Categories
Categories
Shared Categories
Freshdesk Omni and Zendesk Support Suite are categorized as Digital Customer Service Platforms
Unique Categories
Freshdesk Omni has no unique categories
Zendesk Support Suite is categorized as Genesys AppFoundry Marketplace, Shared Inbox, Conversational Support, Complaint Management, Contact Center Knowledge Base, IT Service Management (ITSM) Tools, Chatbots, Google Workspace for Sales, Google Workspace Communication Tools, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, Proactive Notification, AI Agents, and Customer Service Automation
Reviews
Reviewers' Company Size
Freshdesk Omni
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk Support Suite
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
16.5%
Computer Software
12.4%
Financial Services
4.2%
Internet
4.1%
Education Management
3.7%
Other
59.0%
Computer Software
14.1%
Information Technology and Services
12.5%
Financial Services
5.8%
Retail
4.9%
Consumer Services
4.4%
Other
58.2%
Most Helpful Reviews
Freshdesk Omni
Most Helpful Favorable Review
Cristian B.
Verified User in Insurance
It solves most of our channel integration issues. We integrate at the moment: email, telephone, chat from website and whatsapp. We even managed to integrate a local telephone provider for lower phone rates.
Most Helpful Critical Review
Wycklife O.
Verified User in Wholesale
That all the channels have different interface
Zendesk Support Suite
Most Helpful Favorable Review
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Most Helpful Critical Review
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Cristian B.
Verified User in Insurance
It solves most of our channel integration issues. We integrate at the moment: email, telephone, chat from website and whatsapp. We even managed to integrate a local telephone provider for lower phone rates.
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Wycklife O.
Verified User in Wholesale
That all the channels have different interface
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Discussions
Freshdesk Omni has no discussions with answers
Is zendesk any good?
8 comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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