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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
(3,549)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
(6,222)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 Freshdesk's Ease of Use is superior, scoring 8.8 compared to Zendesk's 8.5. Reviewers mention that Freshdesk's interface is more intuitive, making it easier for new users to navigate and utilize the platform effectively.
- Reviewers mention that Freshdesk excels in Customer Support Quality, with a score of 8.7 versus Zendesk's 8.4. Users on G2 highlight Freshdesk's responsive support team and helpful resources, which enhance the overall customer experience.
- Users say that Freshdesk's Ticket Creation User Experience is slightly better, scoring 8.9 compared to Zendesk's 8.8. Reviewers appreciate Freshdesk's streamlined ticketing process, which allows for quicker resolution times.
- G2 users report that Freshdesk offers a more robust AI Text Generation feature, scoring 8.3 against Zendesk's 6.6. Reviewers mention that Freshdesk's AI capabilities help in drafting responses, saving time for support agents.
- Users on G2 highlight Freshdesk's superior Knowledge Base functionality, scoring 8.8 compared to Zendesk's 8.4. Reviewers say that Freshdesk's searchable articles and community forums provide better self-service options for customers.
- Reviewers mention that Freshdesk's Customization options are more flexible, scoring 8.1 against Zendesk's 8.0. Users report that Freshdesk allows for more tailored solutions to fit specific business needs, enhancing user satisfaction.
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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
3,119
8.6
4,812
Ease of Use
8.8
3,139
8.5
4,855
Ease of Setup
8.6
2,199
7.9
2,921
Ease of Admin
8.7
2,140
8.2
2,945
Quality of Support
8.7
3,019
8.4
4,501
Has the product been a good partner in doing business?
8.8
2,065
8.4
2,869
Product Direction (% positive)
8.7
3,095
7.9
4,467
Features by Category
Ticket and Case Management
8.9
2145
|
Verified
8.8
2268
|
Verified
8.8
2155
|
Verified
8.7
2284
|
Verified
8.5
2068
|
Verified
8.5
2209
|
Verified
8.5
1961
|
Verified
8.4
2056
|
Verified
8.3
1728
|
Verified
8.1
1644
|
Verified
8.5
2015
|
Verified
8.4
2121
|
Verified
8.7
1935
|
Verified
8.6
2108
|
Verified
8.2
1300
|
Verified
8.2
1575
|
Verified
Generative AI
7.3
274
7.3
138
7.4
272
7.2
140
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
8.6
1851
|
Verified
8.4
1786
|
Verified
8.9
1998
|
Verified
8.8
2032
|
Verified
8.4
1244
|
Verified
8.4
1450
|
Verified
8.0
1127
|
Verified
8.0
1155
|
Verified
8.0
874
|
Verified
8.1
1039
|
Verified
Platform
8.1
1090
|
Verified
7.7
1128
|
Verified
8.1
1596
|
Verified
8.0
1496
|
Verified
8.6
1482
|
Verified
8.2
1696
|
Verified
8.3
1078
|
Verified
8.1
1487
|
Verified
8.0
1798
|
Verified
7.8
2086
|
Verified
8.3
1896
|
Verified
7.9
2155
|
Verified
Administration
Not enough data
8.4
193
|
Verified
Not enough data
7.9
174
|
Verified
Not enough data
8.3
221
|
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
186
|
Verified
Not enough data
8.4
187
|
Verified
Not enough data
8.3
176
|
Verified
Not enough data
8.0
136
|
Verified
Not enough data
8.2
129
Functionality
Not enough data
9.0
201
|
Verified
Not enough data
8.5
165
Not enough data
8.4
173
|
Verified
Not enough data
8.6
183
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
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
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
8.1
581
Not enough data
7.9
562
Not enough data
8.2
624
Knowledge Management
Not enough data
8.6
765
Not enough data
8.2
615
Not enough data
7.8
667
Compliance
Not enough data
8.3
545
Not enough data
8.2
507
Not enough data
8.2
510
Not enough data
8.0
482
Customer Support
Not enough data
8.0
626
Not enough data
7.8
602
Not enough data
7.8
437
Data Security
Not enough data
8.1
450
Not enough data
8.1
452
Not enough data
8.3
543
Not enough data
8.5
489
Administration
Not enough data
8.2
636
Not enough data
8.3
747
Not enough data
8.6
751
Generative AI
Not enough data
Feature Not Available
Channels
8.3
323
Not enough data
7.9
305
Not enough data
7.4
296
Not enough data
Design
8.2
300
Not enough data
7.8
306
Not enough data
8.2
327
Not enough data
8.3
313
Not enough data
8.4
304
Not enough data
Generative AI
7.7
238
Not enough data
7.7
238
Not enough data
Usability
8.7
241
8.3
600
8.7
238
8.3
595
8.8
233
8.3
566
Reporting
8.6
227
8.3
525
8.5
223
7.9
499
8.6
234
8.1
579
Generative AI
7.6
163
7.1
118
7.6
163
7.0
117
Responses
Not enough data
8.1
40
Not enough data
8.6
47
Not enough data
8.3
48
Automation - AI Agents
Not enough data
6.1
6
Not enough data
6.4
6
Not enough data
6.4
6
Not enough data
6.4
6
Not enough data
6.4
6
Platform
Not enough data
8.3
48
Not enough data
8.4
46
Not enough data
8.4
42
Autonomy - AI Agents
Not enough data
6.1
6
Not enough data
6.1
6
Not enough data
6.1
6
Not enough data
6.4
6
Generative AI
Not enough data
7.6
12
Not enough data
8.0
11
Responses
Not enough data
8.1
405
Not enough data
8.0
402
Not enough data
8.3
389
Not enough data
8.1
387
Not enough data
8.1
295
Platform
Not enough data
8.6
409
Not enough data
8.2
406
Not enough data
8.2
402
Not enough data
8.2
402
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.3
394
Generative AI
Not enough data
8.1
53
Not enough data
7.9
52
Conversational Platform
8.3
400
8.1
775
8.3
346
8.2
634
8.3
340
8.1
601
8.4
276
8.1
668
Support Automation
8.4
357
8.1
636
8.4
377
8.2
679
8.2
341
8.4
632
8.2
281
8.0
710
Generative AI
7.5
180
7.6
126
7.5
177
7.7
126
Messaging Channels
Not enough data
7.6
64
Not enough data
9.0
156
Not enough data
8.3
78
Not enough data
8.4
86
Administration
Not enough data
8.1
92
Not enough data
8.9
140
Not enough data
8.2
97
Not enough data
8.4
129
Customer Support
Not enough data
7.4
28
Not enough data
6.4
23
Not enough data
7.6
28
Automation
Not enough data
7.6
27
Not enough data
8.3
27
Not enough data
7.7
28
Artificial Intelligence
Not enough data
7.3
28
Not enough data
7.2
29
Not enough data
7.1
29
Generative AI
7.7
97
Feature Not Available
7.8
96
7.5
79
7.4
95
Feature Not Available
Communication
8.8
559
|
Verified
8.6
797
|
Verified
8.7
576
|
Verified
8.4
815
|
Verified
8.7
471
|
Verified
8.0
572
8.5
175
8.4
593
|
Verified
8.1
179
7.9
373
Internal Use
8.1
1596
|
Verified
8.0
1496
|
Verified
8.6
182
8.4
705
|
Verified
8.2
162
8.0
506
8.8
538
|
Verified
8.4
753
8.8
496
|
Verified
8.6
680
|
Verified
8.5
525
|
Verified
8.2
707
|
Verified
Generative AI
7.9
129
Feature Not Available
Self-Service Experience
8.7
943
8.5
1426
8.6
897
8.4
1363
8.3
672
8.0
954
8.2
226
7.7
577
8.4
241
7.9
709
Self-Service Platform
8.5
238
8.2
757
8.6
243
8.2
772
7.9
204
7.6
589
8.5
221
8.1
735
Agentic AI - Customer Self-Service
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
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
8.2(won by 1.5)
69
6.7
41
8.0(won by 1.3)
69
6.7
42
Process
8.6(won by 0.2)
147
8.4
527
9.3(won by 0.3)
467
9.0
703
8.6
359
8.8(won by 0.2)
652
Channels
9.2(won by 0.2)
462
9.0
702
8.8(won by 0.5)
402
8.3
548
8.8(won by 0.1)
363
8.7
526
8.6(won by 0.4)
325
8.2
448
Feature Not Available
8.3(won by default)
384
Insight
8.7(won by 0.6)
366
8.1
502
8.7(won by 0.4)
155
8.3
613
8.7(won by 0.3)
359
8.4
525
9.1(won by 0.4)
431
8.7
632
Generative AI
7.7
74
7.5
52
7.7
74
7.5
51
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
Conversational AI - Conversational Commerce Platforms
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
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Google Workspace Communication Tools
Not enough data
Not enough data
Agentic AI - Google Workspace for 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
Agentic AI - Genesys AppFoundry Marketplace
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
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
Agentic AI - AI 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
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshdesk and Zendesk Support Suite are categorized as Shared Inbox, Digital Customer Service Platforms, Conversational Support, Complaint Management, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and AI Customer Support Agents
Unique Categories
Freshdesk is categorized as Customer Communications Management
Zendesk Support Suite is categorized as Conversational Commerce Platforms, Chatbots, AI Agents For Business Operations, Customer Service Automation, Contact Center Knowledge Base, AI IT Agents, Genesys AppFoundry Marketplace, IT Service Management (ITSM) Tools, Google Workspace for Sales, Google Workspace Communication Tools, and Proactive Notification
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
17.1%
Computer Software
12.7%
Internet
4.2%
Financial Services
4.0%
Education Management
3.6%
Other
58.3%
Computer Software
14.1%
Information Technology and Services
12.5%
Financial Services
5.8%
Retail
4.9%
Consumer Services
4.4%
Other
58.2%
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...
Alternatives
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
Freshdesk is primarily a customer support software, but it can be integrated with CRM systems to enhance customer relationship management.
3 comments
DD
CertainlyRead more
Zendesk is a popular customer service platform known for its user-friendly interface and robust features. It is generally well-regarded for its ability to streamline customer support processes, offering tools for ticketing, live chat, and customer engagement. However, its effectiveness can vary depending on the specific needs and size of a business. It's recommended to evaluate its features against your requirements to determine if it's a good fit for you.
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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