Freshdesk vs Zendesk: Losing your zen with clunky software? Switch now.
Zendesk offers a wide range of features, but it is built on several acquired products, resulting in a clunky and costly tool. Freshdesk is a unified, omnichannel solution that’s both user-friendly and affordable.
How to choose the right customer support solution for your business?
Unified solution
Customer 360
Transparent and affordable pricing
Intelligent AI Agents
Easy-to-use and set up
Superior customer support
5 reasons why Freshdesk wins over Zendesk
Happy agents, happier customers
Why Freshdesk wins
Freshdesk offers a unified view of customer interactions across channels, benefiting both agents and customers. Customers receive personalized, swift responses across channels as agents have all the context they need in one place.
Why Zendesk might not be the right choice for you
Zendesk has relied on acquisitions over in-house innovations for key capabilities, such as conversational support, reporting, and chatbots, which aren’t seamlessly integrated together. As a result, agents juggle multiple screens to gather contextual customer history, and customers often have to explain their issues multiple times.
Reap more value at 40% lower cost
Why Freshdesk wins
Freshdesk’s subscription fee is much lower compared to Zendesk. With Freshdesk’s flexible and transparent pricing, pay for what you use. On top of this, an intuitive interface and swift setup ensure you don't need to spend additional on agent training, customization, and implementation.
Why Zendesk might not be the right choice for you
Zendesk charges higher subscription fees and often surprises customers with additional hidden charges. Customers are burdened with extra fees for data storage exceeding 10GB and for selecting a preferred data center. Additionally, the need for coding in Zendesk's implementation and reporting adds to the overall expenses.
A trusted partner for success
Why Freshdesk wins
Freshdesk is known for excellent support and timely assistance. Realize the full value of your software investment with 24×5 support across paid plans, complimentary onboarding services, and a robust customer support program.
Why Zendesk might not be the right choice for you
Many Zendesk users often feel frustrated with the quality of customer support, particularly due to slow response times. Consequently, customers may find themselves waiting days or even weeks to get basic queries resolved. This delay can interfere with daily operations, making it difficult to uphold the high service standards that customers anticipate.
Better UI, better adoption
Why Freshdesk wins
If you’re looking for a modern and intuitive solution, you’re in the right place. Get started quickly with a simple interface and a plug-and-play solution, leading to higher tool adoption and faster time to value. For example, perform basic tasks like setting up agent notifications with just a click.
Why Zendesk might not be the right choice for you
Zendesk is complex to customize, hard to use, and maintain. Simple tasks like setting up automations and ticket assignments need heavy customization. This complexity leads to reduced tool adoption and a slower realization of value from the tool.
Built-in bots that work just like humans
Why Freshdesk wins
Freshdesk’s AI chatbot, Freddy AI Agent, can resolve up to 85% of queries, while being human-like and conversational. For complex queries, Freddy AI Agent ensures a seamless handoff to agents and empowers them to offer personalized support.
Why Zendesk might not be the right choice for you
Zendesk primarily relies on its latest acquisition, to offer AI-powered chatbots, but it doesn’t offer a seamless agent-bot handover. Agents struggle to find conversation history with the bot, and customers end up repeating themselves.
Freshdesk vs Zendesk: Feature comparison for 2024
Capabilities | Freshdesk | Zendesk |
|---|---|---|
Unified platform | Patchwork of 11 acquisitions | |
Contextual support / 360-degree customer view | Siloed functions = customers repeat themselves | |
Increased agent output | Cluttered UI = longer handling times | |
Quick setup and maintenance | Setup/admin requires consultants | |
Quick onboarding | Longer agent ramp-up time, requires training
| |
Partnership | Poor support | |
Customization ability | Complex to adjust workflows | |
Transparent pricing | API use, storage, and security upcharges | |
ROI timeline | Complexity slows adoption and time to value | |
True TCO | Hidden costs = higher TCO |
Updated as of October 2024
Trusted by 68K+ businesses worldwide
Customer testimonials
It’s easy to set up automations in Freshdesk—and the impact on our team’s efficiency is incredible.
“The main advantage we identified in Freshdesk was how easy it was to configure and to customize.”
“We’re able to integrate all the products within the same platform. Whether I’m using Freshdesk, Freshchat, or bots, they are all connected and give a seamless experience.”
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Freshdesk vs. Salesforce Service Cloud
Freshdesk is a more user-friendly and affordable alternative to Salesforce.
Frequently asked questions
Freshdesk vs. Zendesk: A unified, omnichannel solution that’s easy-to-use and deploy.
Which is better: Freshdesk or Zendesk?
Freshdesk surpasses Zendesk in terms of user-friendliness and setup, excellent customer support, cost-effectiveness, and AI-driven insights.
How do I migrate from Zendesk to Freshdesk?
Freshdesk’s customer support team makes migration easy. Schedule a demo or contact customer support at support@freshdesk.com.
Do both Freshdesk and Zendesk offer a free plan?
Freshdesk offers a forever free plan for small businesses. Zendesk does not have a free plan available.
Which is more expensive: Freshdesk or Zendesk?
Freshdesk Growth plan starts at $15, while Zendesk Support Team starts at $19. In addition, companies incur additional implementation, data storage, and protection costs, making Zendesk more expensive.
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