Compare Freshdesk and Zendesk Support Suite 
At a Glance
Market Segments
Small-Business (48.7% of reviews)
Mid-Market (45.5% of reviews)
Entry-Level Pricing
$0.00 Per Month
$19.00 1 user per month billed annually
Freshdesk
Star Rating
(3,499)4.4 out of 5
Market Segments
Small-Business (48.7% of reviews)
Entry-Level Pricing
$0.00 Per Month
Free Trial is available
Browse all 4 pricing plansZendesk 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 follows closely with a score of 8.8. Reviewers mention that Zendesk's ticketing features are robust and highly customizable, making it suitable for larger teams.
- Reviewers mention that Freshdesk shines in its ease of use, scoring 8.8 compared to Zendesk's 8.5. Users on G2 appreciate Freshdesk's intuitive interface, which simplifies the onboarding process for new team members.
- G2 users highlight Freshdesk's superior customer support quality, scoring 8.8 against Zendesk's 8.4. Users report that Freshdesk's support team is responsive and helpful, which is crucial for businesses needing quick resolutions.
- Users say that Freshdesk offers a more affordable entry-level price at $0.00, making it an attractive option for small businesses. In contrast, Zendesk's entry-level price starts at $19.00, which some reviewers feel is a barrier for smaller teams.
- Reviewers mention that Zendesk's reporting and analytics features are more comprehensive, scoring 8.3, while Freshdesk scores 8.5. Users appreciate the depth of insights provided by Freshdesk, but some feel that Zendesk offers more advanced customization options for reports.
- Users on G2 report that Freshdesk's multi-channel coverage is slightly better, with a score of 8.4 compared to Zendesk's 8.4. Reviewers mention that Freshdesk integrates seamlessly with various social media platforms, enhancing customer engagement across channels.
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Pricing
Entry-Level Pricing
Freshdesk
FREE
$0.00
Per Month
Free forever plan
- Upto 2 agents
- Knowledge base
- Team collaboration
Zendesk 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
Free Trial is available
Zendesk Support Suite
Free Trial is available
Ratings
Meets Requirements
8.6
3,068
8.6
4,747
Ease of Use
8.9
3,088
8.5
4,785
Ease of Setup
8.6
2,148
7.9
2,858
Ease of Admin
8.7
2,108
8.2
2,897
Quality of Support
8.8
2,970
8.4
4,438
Has the product been a good partner in doing business?
8.8
2,035
8.4
2,821
Product Direction (% positive)
8.8
3,046
7.9
4,400
Features by Category
Ticket and Case Management
8.9
2123
|
Verified
8.8
2241
|
Verified
8.8
2134
|
Verified
8.7
2257
|
Verified
8.5
2046
|
Verified
8.5
2182
|
Verified
8.5
1939
|
Verified
8.4
2029
|
Verified
8.3
1706
|
Verified
8.1
1617
|
Verified
8.5
1993
|
Verified
8.4
2095
|
Verified
8.7
1913
|
Verified
8.6
2083
|
Verified
8.2
1278
|
Verified
8.2
1548
|
Verified
Generative AI
7.4
256
7.2
117
7.6
254
7.2
120
Communication Channels
8.6
1829
|
Verified
8.4
1758
|
Verified
8.9
1976
|
Verified
8.7
2004
|
Verified
8.4
1222
|
Verified
8.4
1423
|
Verified
8.1
1105
|
Verified
8.0
1128
|
Verified
8.0
853
|
Verified
8.1
1014
|
Verified
Platform
8.1
1068
|
Verified
7.6
1100
|
Verified
8.1
1571
|
Verified
8.0
1457
|
Verified
8.6
1460
|
Verified
8.2
1669
|
Verified
8.3
1056
|
Verified
8.1
1460
|
Verified
8.0
1776
|
Verified
7.8
2059
|
Verified
8.3
1874
|
Verified
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
Channels
8.4
309
Not enough data
7.9
291
Not enough data
7.5
282
Not enough data
Design
8.2
286
Not enough data
7.8
292
Not enough data
8.3
313
Not enough data
8.3
299
Not enough data
8.4
290
Not enough data
Generative AI
7.7
224
Not enough data
7.7
224
Not enough data
Usability
8.8
232
8.2
589
8.7
229
8.3
585
8.8
224
8.3
556
Reporting
8.6
219
8.3
515
8.5
216
7.9
489
8.6
227
8.1
569
Generative AI
7.6
156
7.3
108
7.6
156
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
8.4
385
8.1
763
8.4
332
8.2
620
8.3
325
8.1
589
8.4
261
8.1
657
Support Automation
8.5
343
8.1
623
8.4
362
8.2
667
8.3
326
8.4
620
8.2
268
8.0
698
Generative AI
7.7
166
7.6
115
7.7
163
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
7.8
89
Feature Not Available
7.9
88
7.7
63
7.5
87
Feature Not Available
Communication
8.8
548
|
Verified
8.6
776
|
Verified
8.7
566
|
Verified
8.4
794
|
Verified
8.7
461
|
Verified
8.1
552
8.5
165
8.4
573
|
Verified
8.1
169
8.0
356
Internal Use
8.1
1571
|
Verified
8.0
1457
|
Verified
8.7
172
8.4
689
|
Verified
8.2
153
8.0
490
8.8
528
|
Verified
8.4
735
8.8
486
|
Verified
8.6
662
|
Verified
8.6
515
|
Verified
8.2
689
|
Verified
Generative AI
8.0
124
Feature Not Available
Self-Service Experience
8.7
936
8.5
1408
8.6
890
8.4
1346
8.3
666
8.0
938
8.2
221
7.7
559
8.4
235
7.9
692
Self-Service Platform
8.5
232
8.2
740
8.6
237
8.2
755
8.0
198
7.6
574
8.5
215
8.1
720
Generative AI
8.3(won by 1.5)
67
6.8
37
8.1(won by 1.3)
67
6.8
38
Process
8.6(won by 0.2)
145
8.4
521
9.3(won by 0.3)
465
9.0
697
8.6
357
8.8(won by 0.2)
646
Channels
9.2(won by 0.2)
459
9.0
697
8.8(won by 0.5)
400
8.3
542
8.8(won by 0.1)
360
8.7
521
8.6(won by 0.4)
323
8.2
444
Feature Not Available
8.3(won by default)
380
Insight
8.7(won by 0.5)
364
8.2
497
8.7(won by 0.4)
152
8.3
608
8.6(won by 0.2)
356
8.4
521
9.1(won by 0.4)
429
8.7
628
Generative AI
8.0
69
7.5
48
7.9
69
7.4
47
Categories
Categories
Shared Categories
Freshdesk and Zendesk Support Suite are categorized as Digital Customer Service Platforms, Shared Inbox, Conversational Support, Complaint Management, Social Customer Service, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Freshdesk is categorized as Customer Communications Management
Zendesk Support Suite is categorized as Genesys AppFoundry Marketplace, Contact Center Knowledge Base, IT Service Management (ITSM) Tools, Chatbots, Google Workspace for Sales, Google Workspace Communication Tools, Proactive Notification, AI Agents, and Customer Service Automation
Reviews
Reviewers' Company Size
Freshdesk
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
17.3%
Computer Software
12.8%
Internet
4.3%
Financial Services
4.0%
Education Management
3.7%
Other
58.0%
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
Most Helpful Favorable Review
Clyde C.
Verified User in Music
Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...
Most Helpful Critical Review
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
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...
Clyde C.
Verified User in Music
Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...
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...
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
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
What is Freshdesk used for?
4 comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
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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