Introduction
As businesses of all sizes shift towards cloud-based customer service management solutions, software options have become plentiful. Two of the most popular options are Zendesk and Freshdesk, which both offer extensive features and integrations. In order to help you choose between either, we have created this comparison that is both informative and entertaining.
Plans and Pricing
Zendesk offers four plans ranging from the free Essential plan to the Enterprise plan, which requires a quote. For the Essential plan, Zendesk only offers email support and no custom domains, whereas its Team plan starting at $49/month includes phone support and customizable domains.
Freshdesk has five different plans, including a free plan, and their fees are based on the number of agents you have. Its Estate plan starting at $49/month has hosted IVR and phone support, which is a feature not present in the Essential plan of Zendesk. Winner: Freshdesk
Features
When it comes to features, both Zendesk and Freshdesk offer a wide range of tools to help businesses manage their customer service needs. However, the way in which they offer these tools differs.
Zendesk’s tools are offered through different modules and add-ons as opposed to packaged together in plans. This allows businesses to pick and choose which tools they need, however, it can end up being more expensive as add-ons are purchased individually. Zendesk's standout feature is its ability to manage tickets for multiple channels (e.g., email, chat, phone, social media) all in one location.
Freshdesk offers an all-in-one solution, including its social listening tool that helps businesses monitor customer inquiries on social media. Freshdesk also features a gamification system that offers incentives to customer service agents, which can help boost performance metrics like first response time.
Overall, both tools have more or less the same features, but Freshdesk offers more for the price. However, if you're looking for a more customized solution, Zendesk may be the better bet. Winner: Tie.
Integrations
When it comes to integrations, both platforms have a lot to offer. However, with over 600 integrations with popular software such as Salesforce and Jira, Zendesk takes the cake. Freshdesk has its fair share of popular integrations as well, including Hubspot and Mailchimp, but it doesn't offer the volume that Zendesk does. Winner: Zendesk.
Customer Support
As customer service software, it's expected that both Zendesk and Freshdesk would offer quality customer support. However, one platform has a clear lead in this department.
Zendesk offers 24/7 phone, email, and chat support for all their paid plans, and their support team has a reputation for being very knowledgeable and timely in their response to inquiries. Freshdesk, on the other hand, is not quite as comprehensive, which might explain its lower subscription fees. Winner: Zendesk.
Conclusion
At the end of the day, both Zendesk and Freshdesk are top-rated customer service software solutions that offer great features and integrations. The main difference between the two comes down to how they bundle and price their features.
Freshdesk's free plan and all-in-one solution are great for small businesses, but their pricing gets more expensive as you add more agents. Zendesk's pricing structure may not be as straightforward, but their ticket management platform and impressive integrations make it the better option for larger organizations seeking a more customized solution.