Compare Freshworks and Zendesk Support Suite 
At a Glance
Market Segments
Small-Business (52.0% of reviews)
Mid-Market (45.5% of reviews)
Entry-Level Pricing
No pricing available
$19.00 1 user per month billed annually
Freshworks
Star Rating
(7,750)4.5 out of 5
Market Segments
Small-Business (52.0% of reviews)
Entry-Level Pricing
No pricing available
Learn more about FreshworksZendesk 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 Freshworks shines even brighter with a score of 9.5, indicating a more robust and user-friendly experience for managing customer inquiries.
- Reviewers mention that Freshworks offers superior ease of use, scoring 9.0 compared to Zendesk's 8.5, which suggests that Freshworks may be more intuitive for new users navigating the platform for the first time.
- G2 users highlight that Freshworks has a more efficient setup process, scoring 8.8 against Zendesk's 7.9, making it a better choice for businesses looking to implement a support system quickly.
- Users on G2 report that Freshworks provides better automation features, with a score of 8.8 compared to Zendesk's 8.6, particularly praising Freshworks' intelligent routing capabilities that streamline ticket management.
- Reviewers say that Freshworks has a more comprehensive reporting and analytics feature, scoring 8.4 compared to Zendesk's 8.3, which allows businesses to gain deeper insights into their customer support performance.
- Users mention that Freshworks offers a more effective self-service platform, scoring 8.7 against Zendesk's 8.5, with features like a user-friendly knowledge base that enhances customer satisfaction by enabling users to find answers independently.
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Pricing
Entry-Level Pricing
Freshworks
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
Freshworks
No trial information availableZendesk Support Suite
Free Trial is available
Ratings
Meets Requirements
8.7
6,432
8.6
4,747
Ease of Use
9.0
6,474
8.5
4,785
Ease of Setup
8.8
4,544
7.9
2,858
Ease of Admin
8.9
4,514
8.2
2,897
Quality of Support
8.8
5,876
8.4
4,438
Has the product been a good partner in doing business?
8.9
4,204
8.4
2,821
Product Direction (% positive)
8.9
6,271
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
Freshworks and Zendesk Support Suite are categorized as Digital Customer Service Platforms
Unique Categories
Freshworks 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
Freshworks
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
18.2%
Computer Software
12.4%
Marketing and Advertising
3.9%
Financial Services
3.7%
Internet
3.7%
Other
58.1%
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
Freshworks
Most Helpful Favorable Review
Hamish G.
Verified User in Transportation/Trucking/Railroad
Freshworks has made the way our team work much more streamlined. We previously used very old school methods of incident management, direct emails to team members etc., and we needed to get our way of working sorted. We have been using FreshService for over...
Most Helpful Critical Review
Steve J.
Verified User in Security and Investigations
The software is not useable for us. We are now being ghosted by the sales and operations team as we are looking for a mutual solution to an unuseable software.
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...
Hamish G.
Verified User in Transportation/Trucking/Railroad
Freshworks has made the way our team work much more streamlined. We previously used very old school methods of incident management, direct emails to team members etc., and we needed to get our way of working sorted. We have been using FreshService for over...
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...
Steve J.
Verified User in Security and Investigations
The software is not useable for us. We are now being ghosted by the sales and operations team as we are looking for a mutual solution to an unuseable software.
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
How is Freshworks redefining customer support and engagement in a digital-first world?
1 comment
SK
Freshworks is redefining customer support and engagement with AI-driven tools like Freddy AI, offering personalized, omnichannel experiences. Its intuitive,...Read more
Freshworks has no more 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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