Compare Freshdesk and Zoho Desk 
At a Glance
Market Segments
Small-Business (48.7% of reviews)
Small-Business (71.8% of reviews)
Entry-Level Pricing
$0.00 Per Month
$0.00
Freshdesk
Star Rating
(3,500)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 plansZoho Desk
Star Rating
(6,197)4.4 out of 5
Market Segments
Small-Business (71.8% of reviews)
Entry-Level Pricing
$0.00
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshdesk excels in its ticket creation user experience, scoring 8.9, which reviewers mention makes it intuitive and easy to navigate. In contrast, Zoho Desk, while still strong at 8.7, is noted for having a slightly less streamlined process.
- Reviewers mention that Freshdesk's quality of support is rated at 8.8, highlighting its responsive customer service and helpful resources. Zoho Desk, with a score of 8.3, is perceived as having room for improvement in support responsiveness.
- G2 users say that Freshdesk's automation features, particularly in response automation, score 8.5, making it easier to handle repetitive tasks. Users on G2 report that Zoho Desk's automation features, rated at 8.4, are effective but not as robust as those in Freshdesk.
- Users report that Freshdesk's multi-channel coverage is rated at 8.4, allowing seamless integration across various platforms. In comparison, Zoho Desk's score of 8.3 indicates a solid offering, but some users feel it lacks the same level of integration flexibility.
- Reviewers mention that Freshdesk's knowledge base feature scores 8.7, providing a comprehensive self-service option for customers. Users on G2 note that Zoho Desk's knowledge base, rated at 8.6, is effective but could benefit from more advanced search capabilities.
- Users say that Freshdesk's ease of use is rated at 8.8, making it a favorite among small businesses for its user-friendly interface. Conversely, Zoho Desk, with a score of 8.5, is still user-friendly but has been described as slightly more complex to navigate by some users.
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Pricing
Entry-Level Pricing
Freshdesk
FREE
$0.00
Per Month
Free forever plan
- Upto 2 agents
- Knowledge base
- Team collaboration
Zoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
Freshdesk
Free Trial is available
Zoho Desk
Free Trial is available
Ratings
Meets Requirements
8.6
3,068
8.7
4,762
Ease of Use
8.9
3,088
8.5
4,828
Ease of Setup
8.6
2,148
8.2
4,078
Ease of Admin
8.7
2,108
8.3
3,957
Quality of Support
8.8
2,970
8.3
4,299
Has the product been a good partner in doing business?
8.8
2,035
8.5
3,568
Product Direction (% positive)
8.8
3,046
8.8
4,545
Features by Category
Ticket and Case Management
8.9
2123
|
Verified
8.7
2627
|
Verified
8.8
2134
|
Verified
8.6
2614
|
Verified
8.5
2046
|
Verified
8.4
2399
|
Verified
8.5
1939
|
Verified
8.4
2254
|
Verified
8.3
1706
|
Verified
8.3
1984
|
Verified
8.5
1993
|
Verified
8.4
2269
|
Verified
8.7
1913
|
Verified
8.6
2274
|
Verified
8.2
1278
|
Verified
8.4
1861
|
Verified
Generative AI
7.4
256
7.9
420
7.6
254
8.0
418
Communication Channels
8.6
1829
|
Verified
8.4
2235
|
Verified
8.9
1976
|
Verified
8.7
2452
|
Verified
8.4
1222
|
Verified
8.4
1767
|
Verified
8.1
1105
|
Verified
8.2
1545
|
Verified
8.0
853
|
Verified
8.0
1317
|
Verified
Platform
8.1
1068
|
Verified
8.3
1639
|
Verified
8.1
1571
|
Verified
8.3
2069
|
Verified
8.6
1460
|
Verified
8.5
2181
|
Verified
8.3
1056
|
Verified
8.3
1602
|
Verified
8.0
1776
|
Verified
8.3
2149
|
Verified
8.3
1874
|
Verified
8.5
2304
|
Verified
Administration
Not enough data
8.3
216
Not enough data
8.3
216
Not enough data
8.4
220
Knowledge Management
Not enough data
8.6
205
Not enough data
8.3
205
Not enough data
8.3
206
Compliance
Not enough data
8.4
216
Not enough data
8.3
214
Not enough data
8.4
215
Not enough data
8.2
213
Customer Support
Not enough data
8.3
200
Not enough data
8.3
202
Not enough data
8.0
201
Data Security
Not enough data
8.2
217
Not enough data
8.2
213
Not enough data
8.5
216
Not enough data
8.4
210
Administration
Not enough data
8.1
202
Not enough data
8.5
205
Not enough data
8.6
208
Generative AI
Not enough data
7.9
145
Channels
8.4
309
8.3
401
7.9
291
8.1
390
7.5
282
7.3
388
Design
8.2
286
8.0
389
7.8
292
7.8
397
8.3
313
8.2
387
8.3
299
8.2
388
8.4
290
8.2
377
Generative AI
7.7
224
7.8
276
7.7
224
7.8
270
Usability
8.8
232
8.4
298
8.7
229
8.3
297
8.8
224
8.4
289
Reporting
8.6
219
8.3
286
8.5
216
8.2
275
8.6
227
8.4
281
Generative AI
7.6
156
7.9
202
7.6
156
8.0
200
Conversational Platform
8.4
385
Not enough data
8.4
332
Not enough data
8.3
325
Not enough data
8.4
261
Not enough data
Support Automation
8.5
343
Not enough data
8.4
362
Not enough data
8.3
326
Not enough data
8.2
268
Not enough data
Generative AI
7.7
166
Not enough data
7.7
163
Not enough data
Generative AI
7.8
89
8.1
82
7.9
88
8.2
85
7.5
87
7.9
84
Communication
8.8
548
|
Verified
8.9
611
|
Verified
8.7
566
|
Verified
8.8
652
|
Verified
8.7
461
|
Verified
8.7
555
8.5
165
8.7
526
|
Verified
8.1
169
8.5
253
Internal Use
8.1
1571
|
Verified
8.3
2069
|
Verified
8.7
172
8.6
256
8.2
153
8.5
353
8.8
528
|
Verified
8.8
610
|
Verified
8.8
486
|
Verified
8.7
591
|
Verified
8.6
515
|
Verified
8.6
605
|
Verified
Generative AI
8.0
124
7.8
256
Self-Service Experience
8.7
936
8.5
1309
8.6
890
8.5
1273
8.3
666
8.1
1080
8.2
221
8.2
578
8.4
235
8.3
627
Self-Service Platform
8.5
232
8.3
644
8.6
237
8.3
623
8.0
198
7.7
537
8.5
215
8.3
573
Generative AI
8.3
67
8.4(won by 0.1)
65
8.1
67
8.3(won by 0.2)
65
Process
8.6
145
8.7(won by 0.1)
425
9.3(won by 0.3)
465
9.0
566
8.6(won by 0.1)
357
8.5
421
Channels
9.2(won by 0.1)
459
9.1
557
8.8(won by 0.2)
400
8.6
477
8.8(tied score)
360
8.8(tied score)
449
8.6(tied score)
323
8.6(tied score)
392
Feature Not Available
8.8(won by default)
416
Insight
8.7
364
8.8(won by 0.1)
426
8.7
152
8.9(won by 0.2)
481
8.6
356
8.9(won by 0.3)
452
9.1(won by 0.1)
429
9.0
524
Generative AI
8.0
69
7.9
119
7.9
69
7.9
118
Categories
Categories
Shared Categories
Freshdesk and Zoho Desk are categorized as Digital Customer Service Platforms, Complaint Management, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and Customer Communications Management
Unique Categories
Freshdesk is categorized as Shared Inbox and Conversational Support
Zoho Desk is categorized as Google Workspace for Sales and Contact Center Knowledge Base
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoho Desk
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%
Information Technology and Services
18.4%
Computer Software
10.6%
Computer & Network Security
3.9%
Retail
3.8%
Financial Services
3.5%
Other
59.8%
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...
Zoho Desk
Most Helpful Favorable Review
János C.
Verified User in Information Technology and Services
Awesome Software . Nice to see Zoho Desk at the top in G2Crowd prpdocut listing in their own catogery and itś truly deserving.Simplicity is at itś best . The simplicity to configuring the software. Great way of working at the interface. Tracking of the...
Most Helpful Critical Review
Verified User in Computer Software
I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...
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...
János C.
Verified User in Information Technology and Services
Awesome Software . Nice to see Zoho Desk at the top in G2Crowd prpdocut listing in their own catogery and itś truly deserving.Simplicity is at itś best . The simplicity to configuring the software. Great way of working at the interface. Tracking of the...
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...
Verified User in Computer Software
I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...
Alternatives
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
Where do I find training VDO?
3 comments
TW
I agree with you. VOD training is essential for fast implementation and developing "best practice" for your Desk software. I'm sure you have already...Read more
Is it possible for you to make integration with G suite a breeze?
2 comments
PS
Hi Daniel,
Here are the steps to configure email forwarding from Gsuite to Zoho Desk:
Sign in to the Google Admin Console.
Click Apps, then click G...Read more
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