Freshdesk vs. Zoho Desk
Compared to Zoho Desk, Freshdesk ranks higher on ease of use and integration, AI, reliability and scalability, and advanced ticketing tools.
Why businesses choose Freshdesk
Freshdesk offers advanced ticketing capabilities and built-in AI to supercharge agent productivity in a solution that’s easy to launch, use, and customize. For a complete solution that adds seamless omnichannel support and ticketing, AI-powered chatbots, and AI-driven insights all in a unified workspace, there’s Freshdesk Omni.
Evaluating Freshdesk Omni
While both Freshdesk Omni and Zoho Desk can improve customer support, there are some key differences.
Comprehensive customer service solution
Fast implementation and no-code setup
Ease of use
Reliability at scale
AI innovation
Secure AI
Built-in AI chatbots
Scalable, easy-to-use solution
Freshworks offers advanced ticketing capabilities for companies of all sizes and scale. Zoho Desk misses out on key capabilities needed to support rapid business growth. Users have faced latency issues as support volumes increase.
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Bigger ROI from better UI
Freshworks is known for its modern, easy-to-use interface, ease of setup, and fast implementation, minimizing time spent on training and maintenance. Zoho Desk users cite steep learning curves due to cluttered UIs and integrations with third-party apps.
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Top-ranked customer support
Freshworks earns high ratings for customer support, with smooth onboarding, real-time service, and an energetic community. Zoho Desk users have reported poor customer support, specifically for complex use cases.
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Faster resolutions with an AI copilot
Compared with Zoho Desk, Freshworks’ built-in AI helps agents resolve issues faster with writing help, auto-summarization, email generation, and more. Freshdesk Omni offers even more AI assistance, including an always-on QA.
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Built-in bots are better
Building bots is easy by using drag-and-drop builders, prebuilt industry templates, or codeless prompts. By contrast, Zoho’s bots (a part of SalesIQ), primarily focus on sales use cases, with limited no-code bot building capabilities.
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Freshdesk Omni vs. Zoho Desk feature comparison
Feature | Freshworks | Zoho Desk | |
|---|---|---|---|
Ease of Use | 8.8 rating on G2 | 8.5 rating on G2 | |
Ease of set up | 8.5 rating on G2 | 8.2 rating on G2 | |
Essential ticketing capabilities | Custom agent status | ||
Multiple business hours | |||
Public or private notes | |||
Assign agents by load or trigger automations by events | |||
Convert agent’s ticket replies to solution articles | |||
Personalization | 8.7 rating on G2 | 8.2 rating on G2 | |
Collaboration tools | Public or private notes | ||
Cross-functional collaboration | Included with the paid plan | Buy separate Zoho module for this | |
Collaborate seamlessly with external stakeholders | |||
Collaborate seamlessly with external stakeholders | |||
Advanced Analytics
| Purchase Zoho Analytics to get advanced analytics | ||
AI Copilot | Writing assistance tools, such rephrase, enhance tone, check spelling or grammar | ||
Draft Email and solution article generator | |||
Quality Management tools | |||
Auto-summarization | |||
Get replies by using prompts | |||
Language Support | Most features support 40+ languages | Supports English only | |
Bots | Omnichannel bots focused on CX | High focus on CX | Low focus on CX |
Prompt-based bot builder | |||
Bots that learn from external sources | |||
Bot insights | |||
Gen AI-powered insights | |||
Agent experience | Modern Interface and fast learning curve | ||
Superior Customer Support | 8.8 rating on G2 | 8.3 rating on G2 | |
Omnichannel Chat
| Unified agent workspace | Single agent console for modern and traditional channels |
|
Google Business Messages | |||
SMS | |||
Facebook Messenger and Instagram | Up to 2 brands only | ||
Bring your own telephony or carrier | |||
Integrations | 1,200+ ticketing integrations for quick deployment | Custom integrations that require developer support | |
Security | Freddy AI Security | Uses Microsoft Azure OpenAI Services with enterprise-grade security controls | Leverages Open AI services, with limited data protection measures |
Trusted by industry leaders
Freshdesk has helped us install more efficient workflows and processes while still maintaining HIPAA compliance. It has been a game-changer for agents and members.
Every incoming ticket is 100% qualified, and each act is linked to the customer file, which allows us to give agents a complete vision and better serve the customer.
It’s so simple and easy to use. It’s easy to follow up on issues or on tickets with Freshdesk.
Other Freshdesk comparisons
See how Freshworks compares to other helpdesk tools in ease of use and admin, integrations, collaboration tools, ticketing features, and more.
Frequently asked questions
Read additional answers to questions about billing, features, and more for comparing these two helpdesks.
Which is better: Zoho Desk or Freshdesk?
Both customer service solutions are feature-rich, but Freshdesk ranks higher on usability, ease of setup, AI, and more.
How does the pricing compare between Freshdesk and Zoho Desk?
Zoho Desk claims to be an affordable solution, but advanced capabilities are included with other Zoho products. Freshdesk offers transparent plans with no hidden costs.
Is Freshdesk free to use?
Freshdesk offers a free plan for smaller businesses.
14-day free trial. No credit card required. Zero commitment.
14 days. No credit card required. Zero commitment.