Zendesk Support Suite vs Freshdesk

by Gralio Feb 03, 2025

Zendesk Support Suite and Freshdesk both offer robust customer support solutions. Zendesk caters to businesses needing advanced analytics and integrations, while Freshdesk prioritizes ease of use and faster setup for a potentially lower cost. The choice depends on the specific needs and priorities of your business.

At Gralio.ai we help to simplify your decision-making process by offering detailed, side-by-side software comparisons like this one, to help you confidently choose the tool that aligns with your business goals.

This comparison was created by analysing 9975 reviews and 60 websites, saving 2 days, 7 hours, 55 minutes of reading.

Logo of Zendesk Support Suite
Zendesk Support Suite
Logo of Freshdesk
Freshdesk

About

Zendesk Support Suite is a customer service software solution designed to help businesses of all sizes provide excellent customer support. It offers a range of tools, including messaging, live chat, AI-powered automation, and a self-service help center. It aims to improve agent productivity, personalize customer interactions across various channels (like social media and email), and streamline workflows to increase efficiency. Zendesk emphasizes data-driven decision-making and boasts a user-friendly interface that integrates with numerous other business applications.
Freshdesk is a customer service software designed for businesses of all sizes. It brings together all customer interactions - like emails, chats, and social media - into a single platform. Freshdesk helps automate tasks such as assigning tickets and offers helpful insights through reporting and analytics. Its focus on automation and user-friendly design aims to make customer service smoother and more efficient.

Summary

Main difference
Zendesk Support Suite stands out with its extensive third-party integrations and robust reporting features, making it a strong choice for businesses that require in-depth analytics and seamless connections with various other platforms. Freshdesk, conversely, excels in its user-friendly interface and ease of implementation, making it ideal for smaller businesses or those seeking a quick setup and intuitive customer support solution.

Relative strengths of Zendesk Support Suite (compared to Freshdesk)

  • Stronger reporting and analytics capabilities with Zendesk Explore.

  • Wider range of third-party integrations through the Zendesk Marketplace.

  • More comprehensive feature set for complex support needs.

Relative weaknesses of Zendesk Support Suite (compared to Freshdesk)

  • Steeper learning curve and potentially higher setup time compared to Freshdesk.

  • Higher price point, especially for larger teams and advanced features.

  • More complex pricing structure that may not be as transparent as Freshdesk.

Who is using Zendesk Support Suite and Freshdesk?

Who should use Zendesk Support Suite VS. Freshdesk

Zendesk Support Suite is a customer service solution designed for businesses of all sizes. It offers tools like messaging, live chat, AI-powered automation, and a self-service help center. Users praise its integrations and automation, but some dislike the pricing and support. It helps streamline workflows, personalize customer interactions, and improve agent productivity.

Freshdesk is a user-friendly customer service software praised for its efficient ticket management and automation capabilities. It streamlines customer interactions across various channels, helping small to medium businesses enhance their support operations. However, some users find the mobile app lacking and desire more robust analytics.

  • Best for small, medium, and large businesses seeking streamlined customer service.

  • Ideal for industries like tech, retail, finance, education, and healthcare.

  • Best for small to medium businesses seeking an affordable and user-friendly solution.

  • Ideal for various sectors, especially Software, IT & Telecommunications.

Zendesk Support Suite and Freshdesk features

Supported
Partially supported
Not supported
Type in the name of the feature or in your own words tell us what you need
  • Omnichannel Ticketing System
    Supported

    Zendesk Support Suite supports omnichannel ticketing, automations and SLA management.

    Supported

    Freshdesk offers omnichannel ticketing, routing via keywords and properties.

  • 360-degree Customer View
    Partially supported

    Zendesk supports a 360-degree customer view via integrations, which may improve first call resolution rates.

    Partially supported

    Freshdesk offers a 360-degree customer view via Freshworks suite integration.

  • AI-powered Ticket Automation
    Supported

    Zendesk supports AI-powered ticket automation, including assignment, categorization, and prioritization.

    Supported

    Freshdesk offers AI-powered ticket automation, including assignment, categorization, prioritization, and smart suggestions.

  • Real-time dashboards
    Supported

    Zendesk Support Suite supports real-time dashboards for monitoring key performance indicators such as current ticket volume, agent availability, and chat activity, both natively and through integrations.

    Partially supported

    Freshdesk partially supports real-time dashboards for monitoring key performance indicators such as current ticket volume, agent availability, and chat activity, but full customization and real-time capabilities may require integration with third-party tools.

  • Helpdesk integration
    Supported

    Zendesk Support Suite supports the ability to integrate with helpdesk systems through its integration capabilities and the Zendesk Marketplace.

    Supported

    Freshdesk supports helpdesk integration by allowing it to integrate with other helpdesk systems and various business applications.

  • Internal chat
    Not supported

    Zendesk Support Suite does not support internal chat between users within the software.

    Partially supported

    Freshdesk does not natively support internal chat, but it can be achieved via integration with Freshchat.

Qualities

  • Value and Pricing Transparency
    -0.71
    Strongly negative sentiment
    +0
    Neutral sentiment
  • Customer Service
    +0.49
    Rather positive sentiment
    +0.62
    Rather positive sentiment
  • Ease of Use
    +0.8
    Strongly positive sentiment
    +0.92
    Strongly positive sentiment
  • Reliability and Performance
    +0.28
    Neutral sentiment
    +0.28
    Neutral sentiment
  • Ease of Implementation
    +0.24
    Neutral sentiment
    +0.56
    Rather positive sentiment
  • Scalability
    +0.03
    Neutral sentiment
    +0.39
    Rather positive sentiment
Zendesk Support Suite and Freshdesk Pricing
Zendesk offers a suite of customer support plans billed per agent, monthly or annually, with a 20% discount for annual billing. They offer a free trial for their Suite Professional plan. Additional add-ons are available to enhance functionality.
Plans

User sentiment

Strongly negative
-0.71

See full Pricing page

Freshdesk offers four pricing plans: Free, Growth, Pro, and Enterprise. Each plan offers a different set of features and support options. The Free plan is suitable for up to 2 agents, while the paid plans are priced per agent/month, billed annually. All plans include access to a shared inbox, team collaboration tools, and a knowledge base.
Plans

See full Pricing page

Zendesk Support Suite and Freshdesk review insights

9975 reviews analysed from and

Users love

  • Seamless integration with a range of other products and platforms.
  • Strong automation features and configurable workflows.
  • The platform helps to expedite customer support procedures.
  • Provides strong automation features and configurable workflows.
  • User-friendly interface praised for ease of use
  • Efficient ticket management system
  • Good automation and workflow capabilities
  • Excellent and responsive customer support

Users dislike

  • Payment methods and structure are convoluted and inflexible.
  • Account managers are solely focused on making money rather than helping customers.
  • Unresponsive and evasive support team, often citing vacations as a reason for delays.
  • Inability to downgrade user numbers in a timely manner, leading to unnecessary charges.
  • The "auto-assign" feature has proven unreliable
  • The mobile app is lacking in functionality
  • Analytics could be more robust and user-friendly
  • Pricing for additional agents and some features is high

Zendesk Support Suite and Freshdesk Ratings

  • G2
    4.3/5
    (2564)
  • Capterra
    4.4/5
    (2473)
  • Glassdoor
    3.6/5
    (1913)
  • G2
    4.4/5
    (2538)
  • Capterra
    4.5/5
    (2400)
  • Glassdoor
    3.8/5
    (2301)

Company health

Employee growth

10% increase in the last year
11% increase in the last year

Web traffic

11% increase in the last quarter
No change in the last quarter

Financing

July 2022 - $86M
September 2019 - $484M

How do Zendesk's and Freshdesk's reporting features compare for analyzing customer interactions?

Both Zendesk and Freshdesk offer robust reporting features. Zendesk, particularly with its Zendesk Explore tool, provides in-depth reporting on agent performance, ticket trends, and customer satisfaction. Freshdesk also offers reporting and analytics focused on streamlining customer service and identifying areas for improvement. While both provide valuable data, Zendesk's reporting is generally considered more comprehensive and customizable for larger organizations needing detailed analysis.

Which product, Zendesk or Freshdesk, offers better integration with existing helpdesk systems?

Zendesk offers broader integration capabilities with existing helpdesk systems through its API, app marketplace, and dedicated integration solutions. While Freshdesk also offers integrations, Zendesk's marketplace provides a wider range of pre-built options and more flexibility for custom integrations.

What are the advantages of Zendesk Support Suite?

Zendesk Support Suite offers a broader range of features including messaging, live chat, AI-powered automation, and a self-service help center. It also boasts strong integration capabilities with various business applications. Zendesk promotes data-driven decision-making with its reporting features and real-time dashboards providing valuable insights into customer interactions and support team performance. Users specifically praise Zendesk's seamless integrations and robust automation capabilities.

What are the disadvantages of Zendesk Support Suite?

Zendesk Support Suite suffers from convoluted and inflexible payment structures, with users reporting difficulties managing and downgrading user licenses, leading to unnecessary costs. Customer support responsiveness is a significant concern, with users citing slow response times and unhelpful support agents. While the software offers numerous integrations, user feedback highlights issues with account management practices that prioritize sales over customer needs.

Is Zendesk Support Suite cheaper than Freshdesk?

No, Zendesk Support Suite is not cheaper than Freshdesk. Freshdesk offers a free plan, while Zendesk's cheapest plan starts at £15. While their "Team" level plans are similarly priced at £45 and $15 respectively, the existence of Freshdesk's free option makes it a less expensive option for smaller teams or those with very basic needs.

Alternatives to Zendesk Support Suite and Freshdesk

Logo of HubSpot Marketing Hub
HubSpot Marketing Hub
HubSpot Marketing Hub is a comprehensive marketing platform designed for businesses of all sizes. It offers a suite of tools including email marketing, marketing automation, social media management, analytics, and SEO optimization, all within a single platform. This helps businesses streamline their marketing efforts, improve efficiency, and track results. Its focus on inbound marketing and lead generation makes it a popular choice for businesses looking to attract and convert leads into customers. HubSpot Marketing Hub integrates seamlessly with HubSpot's CRM platform for enhanced sales and marketing alignment.
Logo of HubSpot Service Hub
HubSpot Service Hub
HubSpot Service Hub is a customer service platform designed to help businesses manage customer interactions and improve satisfaction. It offers tools like a shared inbox, live chat, and automation to streamline support processes. The platform focuses on providing a unified view of the customer journey and uses AI to automate tasks and provide insights. HubSpot Service Hub aims to help businesses scale their customer service operations efficiently, leading to improved customer retention and business growth.
Logo of Re:amaze
Re:amaze is a customer service software that combines live chat, email, social media, and messaging into one platform. It helps businesses manage customer support across different channels, automate tasks like sending messages, and track customer interactions. Features include a knowledge base, customer satisfaction surveys, and integrations with popular business apps. Re:amaze is suitable for businesses of all sizes looking to streamline their customer service and improve efficiency.
Logo of ClickUp
ClickUp
ClickUp is a comprehensive work management platform designed to consolidate various work processes into one centralized location. It offers a wide array of features including task management, project planning, document collaboration, communication tools, goal setting, and automation options. ClickUp aims to enhance team collaboration, improve visibility across projects, and streamline workflows for increased productivity regardless of team size or industry.
Logo of Dixa
Dixa
Dixa is a customer service software platform designed to help businesses manage customer interactions across various channels like phone, email, and social media. It provides a unified view of all conversations, customer history, and order information, enabling agents to deliver personalized support. Dixa offers automation features, real-time analytics, and quality assurance tools to streamline workflows and improve team performance. It's suitable for businesses of all sizes looking to enhance customer satisfaction and build stronger customer relationships.
Logo of ActiveCampaign
ActiveCampaign
ActiveCampaign is a marketing automation platform designed for businesses of all sizes. It helps you create personalized customer journeys across various channels like email, SMS, and ads. You can automate repetitive tasks, track customer behavior, and improve your marketing campaigns with its CRM and sales automation features. ActiveCampaign integrates with over 900 popular business tools and offers a wide range of pre-built templates and automation recipes to streamline your marketing efforts.

How are we doing?

Is this information helpful to you? Is there anything we are missing?
Did this help you select your product?
Other issues? Vote & Let us know