Compare Freshdesk and Zendesk Support Suite 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Mid-Market (45.4% of reviews)
Entry-Level Pricing
$0.00 Per Month
$19.00 1 user per month billed annually
Freshdesk
Star Rating
(3,505)4.4 out of 5
Market Segments
Small-Business (48.6% of reviews)
Entry-Level Pricing
$0.00 Per Month
Free Trial is available
Browse all 4 pricing plansZendesk Support Suite
Star Rating
(6,197)4.3 out of 5
Market Segments
Mid-Market (45.4% 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 Freshdesk follows closely with a score of 8.8. Reviewers mention that Zendesk's ticketing features are robust and highly customizable, making it ideal for larger teams.
- Reviewers mention that Freshdesk shines in its ease of use, scoring 8.8 compared to Zendesk's 8.5. Users on G2 appreciate Freshdesk's intuitive interface, which simplifies the onboarding process for new team members.
- G2 users highlight Freshdesk's superior customer support quality, scoring 8.8 against Zendesk's 8.4. Users say that Freshdesk's support team is responsive and helpful, which is crucial for businesses that rely heavily on customer service.
- Users report that Zendesk's automation features, particularly in response automation, score 8.4, while Freshdesk slightly outperforms with a score of 8.5. Reviewers mention that Freshdesk's automation capabilities help streamline workflows effectively.
- Reviewers mention that Freshdesk offers a more comprehensive multi-channel coverage, scoring 8.8 in social media integration compared to Zendesk's 8.3. Users say that this feature allows them to engage with customers across various platforms seamlessly.
- Users on G2 report that Freshdesk's knowledge base functionality scores 8.8, surpassing Zendesk's 8.6. Reviewers say that Freshdesk's knowledge base is user-friendly and helps customers find answers quickly, enhancing the self-service experience.
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Pricing
Entry-Level Pricing
Freshdesk
FREE
$0.00
Per Month
Free forever plan
- Upto 2 agents
- Knowledge base
- Team collaboration
Zendesk 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
Freshdesk
Free Trial is available
Zendesk Support Suite
Free Trial is available
Ratings
Meets Requirements
8.6
3,075
8.6
4,792
Ease of Use
8.9
3,095
8.5
4,832
Ease of Setup
8.6
2,154
7.9
2,899
Ease of Admin
8.7
2,113
8.2
2,931
Quality of Support
8.8
2,977
8.4
4,481
Has the product been a good partner in doing business?
8.8
2,040
8.4
2,855
Product Direction (% positive)
8.8
3,053
7.9
4,446
Features by Category
Ticket and Case Management
8.9
2125
|
Verified
8.8
2260
|
Verified
8.8
2136
|
Verified
8.7
2276
|
Verified
8.5
2048
|
Verified
8.5
2201
|
Verified
8.5
1941
|
Verified
8.4
2047
|
Verified
8.3
1708
|
Verified
8.1
1636
|
Verified
8.5
1995
|
Verified
8.4
2114
|
Verified
8.7
1915
|
Verified
8.6
2101
|
Verified
8.2
1280
|
Verified
8.2
1567
|
Verified
Generative AI
7.4
258
7.2
132
7.6
256
7.1
135
Communication Channels
8.6
1831
|
Verified
8.4
1777
|
Verified
8.9
1978
|
Verified
8.8
2023
|
Verified
8.4
1224
|
Verified
8.4
1441
|
Verified
8.1
1107
|
Verified
8.0
1146
|
Verified
8.0
855
|
Verified
8.1
1031
|
Verified
Platform
8.1
1070
|
Verified
7.6
1119
|
Verified
8.1
1573
|
Verified
8.0
1482
|
Verified
8.6
1462
|
Verified
8.2
1688
|
Verified
8.3
1058
|
Verified
8.1
1479
|
Verified
8.0
1778
|
Verified
7.8
2078
|
Verified
8.3
1876
|
Verified
7.9
2146
|
Verified
Administration
Not enough data
8.4
194
|
Verified
Not enough data
7.9
175
|
Verified
Not enough data
8.3
222
|
Verified
Service Desk
Not enough data
9.0
250
|
Verified
Not enough data
8.7
226
|
Verified
Not enough data
8.6
214
|
Verified
Management
Not enough data
8.3
187
|
Verified
Not enough data
8.4
188
|
Verified
Not enough data
8.3
177
|
Verified
Not enough data
8.0
137
|
Verified
Not enough data
8.2
130
Functionality
Not enough data
9.0
202
|
Verified
Not enough data
8.5
166
Not enough data
8.4
174
|
Verified
Not enough data
8.6
184
|
Verified
Administration
Not enough data
8.1
577
Not enough data
8.0
558
Not enough data
8.2
620
Knowledge Management
Not enough data
8.6
762
Not enough data
8.2
612
Not enough data
7.8
664
Compliance
Not enough data
8.3
541
Not enough data
8.2
503
Not enough data
8.3
506
Not enough data
8.0
479
Customer Support
Not enough data
8.0
623
Not enough data
7.8
599
Not enough data
7.8
434
Data Security
Not enough data
8.1
447
Not enough data
8.1
449
Not enough data
8.3
540
Not enough data
8.5
486
Administration
Not enough data
8.2
633
Not enough data
8.3
744
Not enough data
8.6
748
Generative AI
Not enough data
Feature Not Available
Channels
8.4
310
Not enough data
8.0
292
Not enough data
7.5
283
Not enough data
Design
8.2
287
Not enough data
7.8
293
Not enough data
8.3
314
Not enough data
8.4
300
Not enough data
8.4
291
Not enough data
Generative AI
7.7
225
Not enough data
7.7
225
Not enough data
Usability
8.8
234
8.2
593
8.7
231
8.3
589
8.8
226
8.3
560
Reporting
8.6
221
8.3
519
8.5
218
7.9
493
8.6
229
8.1
573
Generative AI
7.6
158
7.1
112
7.6
158
6.9
111
Responses
Not enough data
8.1
402
Not enough data
8.0
399
Not enough data
8.3
386
Not enough data
8.1
384
Not enough data
8.1
292
Platform
Not enough data
8.6
405
Not enough data
8.2
403
Not enough data
8.2
398
Not enough data
8.1
399
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.3
391
Generative AI
Not enough data
8.1
50
Not enough data
8.0
49
Conversational Platform
8.3
387
8.1
773
8.4
334
8.2
631
8.3
327
8.1
598
8.4
263
8.1
666
Support Automation
8.5
345
8.1
633
8.4
364
8.2
676
8.3
328
8.4
629
8.2
270
8.0
707
Generative AI
7.7
168
7.6
124
7.7
165
7.7
124
Messaging Channels
Not enough data
7.6
64
Not enough data
9.0
156
Not enough data
8.3
77
Not enough data
8.5
85
Administration
Not enough data
8.1
91
Not enough data
8.9
140
Not enough data
8.3
96
Not enough data
8.4
129
Customer Support
Not enough data
7.1
21
Not enough data
5.6
16
Not enough data
7.5
21
Automation
Not enough data
7.5
20
Not enough data
8.3
20
Not enough data
7.7
21
Artificial Intelligence
Not enough data
7.1
21
Not enough data
7.2
22
Not enough data
7.0
22
Generative AI
7.8
91
Feature Not Available
7.9
90
7.5
73
7.5
89
Feature Not Available
Communication
8.8
550
|
Verified
8.6
789
|
Verified
8.7
568
|
Verified
8.4
807
|
Verified
8.7
463
|
Verified
8.0
564
8.5
167
8.4
586
|
Verified
8.1
171
7.9
366
Internal Use
8.1
1573
|
Verified
8.0
1482
|
Verified
8.6
174
8.4
699
|
Verified
8.2
155
8.0
500
8.8
530
|
Verified
8.4
746
8.8
488
|
Verified
8.6
673
|
Verified
8.6
517
|
Verified
8.2
700
|
Verified
Generative AI
8.0
124
Feature Not Available
Self-Service Experience
8.7
936
8.5
1419
8.6
890
8.4
1356
8.3
666
8.0
948
8.2
221
7.7
570
8.4
235
7.9
702
Self-Service Platform
8.5
232
8.2
750
8.6
237
8.2
765
8.0
198
7.6
583
8.5
215
8.1
729
Generative AI
8.3(won by 1.7)
68
6.6
39
8.1(won by 1.6)
68
6.5
40
Process
8.6(won by 0.2)
146
8.4
525
9.3(won by 0.3)
466
9.0
701
8.6
358
8.8(won by 0.2)
650
Channels
9.2(won by 0.2)
460
9.0
701
8.8(won by 0.5)
401
8.3
546
8.8(won by 0.1)
361
8.7
524
8.6(won by 0.4)
324
8.2
446
Feature Not Available
8.3(won by default)
382
Insight
8.6(won by 0.5)
365
8.1
500
8.7(won by 0.4)
153
8.3
611
8.6(won by 0.2)
357
8.4
523
9.1(won by 0.4)
430
8.7
630
Generative AI
8.0
69
7.5
53
7.9
69
7.5
52
Automation
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
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Outbound Sales
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
Inbound Sales
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
Automation - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI IT 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
IT Ticket Management - AI IT 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
IT Support Automation - AI IT 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
Customer Query Resolution - AI Customer Support 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
Customer Interaction Automation - AI Customer Support 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
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshdesk and Zendesk Support Suite are categorized as Digital Customer Service Platforms, Shared Inbox, Conversational Support, Complaint Management, Social Customer Service, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Freshdesk is categorized as Customer Communications Management
Zendesk Support Suite is categorized as Genesys AppFoundry Marketplace, Contact Center Knowledge Base, IT Service Management (ITSM) Tools, Chatbots, Google Workspace for Sales, Google Workspace Communication Tools, Proactive Notification, AI IT Agents, AI SDRs, AI Customer Support Agents, and Customer Service Automation
Reviews
Reviewers' Company Size
Freshdesk
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
17.3%
Computer Software
12.8%
Internet
4.2%
Financial Services
4.0%
Education Management
3.7%
Other
58.1%
Computer Software
14.1%
Information Technology and Services
12.5%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.4%
Other
58.3%
Most Helpful Reviews
Freshdesk
Most Helpful Favorable Review
Clyde C.
Verified User in Music
Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...
Most Helpful Critical Review
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
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...
Clyde C.
Verified User in Music
Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...
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...
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
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
What is Freshdesk used for?
4 comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
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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