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Compare Freshdesk and Zoho Desk 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Small-Business (72.0% of reviews)
Entry-Level Pricing
$0.00 Per Month
$0.00
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 plansZoho Desk
Star Rating
(6,581)4.4 out of 5
Market Segments
Small-Business (72.0% of reviews)
Entry-Level Pricing
$0.00
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that both Freshdesk and Zoho Desk have a strong ticket creation user experience, with Freshdesk scoring slightly higher at 8.9 compared to Zoho Desk's 8.7. Reviewers mention that Freshdesk's intuitive interface makes it easier to create and manage tickets efficiently.
- Reviewers mention that Freshdesk excels in email support, scoring 9.2, while Zoho Desk follows closely with 9.0. Users say that Freshdesk's email integration is seamless, allowing for quick ticket generation from emails, which enhances productivity.
- Users on G2 highlight Freshdesk's superior ease of use, scoring 8.8 compared to Zoho Desk's 8.5. Reviewers mention that Freshdesk's user-friendly design and straightforward navigation make it accessible for teams of all sizes, particularly small businesses.
- Reviewers mention that both platforms offer solid reporting capabilities, but Zoho Desk edges out with a score of 8.8 versus Freshdesk's 8.7. Users report that Zoho Desk's reporting features provide more customizable options, allowing for tailored insights into team performance.
- Users say that Freshdesk shines in its quality of support, scoring 8.7 compared to Zoho Desk's 8.3. Reviewers mention that Freshdesk's customer support is responsive and helpful, which is crucial for businesses needing quick resolutions.
- G2 users report that Freshdesk's automation features, scoring 8.6, are more robust than Zoho Desk's 8.3. Reviewers mention that Freshdesk's automation capabilities, such as ticket routing and response templates, significantly reduce manual workload and improve efficiency.
Featured Products
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Customer Self-Service
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Helpjuice
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Pricing
Entry-Level Pricing
Freshdesk
FREE
$0.00
Per Month
Free forever plan
- Upto 2 agents
- Knowledge base
- Team collaboration
Zoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
Freshdesk
Free Trial is available
Zoho Desk
Free Trial is available
Ratings
Meets Requirements
8.6
3,118
8.7
5,137
Ease of Use
8.8
3,138
8.5
5,208
Ease of Setup
8.6
2,198
8.1
4,455
Ease of Admin
8.7
2,140
8.3
4,281
Quality of Support
8.7
3,018
8.3
4,640
Has the product been a good partner in doing business?
8.8
2,065
8.4
3,866
Product Direction (% positive)
8.7
3,094
8.8
4,916
Features by Category
Ticket and Case Management
8.9
2145
|
Verified
8.7
2837
|
Verified
8.8
2155
|
Verified
8.6
2825
|
Verified
8.5
2068
|
Verified
8.4
2606
|
Verified
8.5
1961
|
Verified
8.4
2461
|
Verified
8.3
1728
|
Verified
8.3
2189
|
Verified
8.5
2015
|
Verified
8.4
2470
|
Verified
8.7
1935
|
Verified
8.6
2476
|
Verified
8.2
1300
|
Verified
8.3
2066
|
Verified
Generative AI
7.3
274
7.7
590
7.4
272
7.7
585
Agentic AI - Help Desk
Not enough data
8.5
8
Not enough data
8.1
9
Not enough data
7.9
8
Communication Channels
8.6
1851
|
Verified
8.4
2432
|
Verified
8.9
1998
|
Verified
8.7
2649
|
Verified
8.4
1244
|
Verified
8.3
1961
|
Verified
8.0
1127
|
Verified
8.1
1736
|
Verified
8.0
874
|
Verified
7.9
1506
|
Verified
Platform
8.1
1090
|
Verified
8.2
1852
|
Verified
8.1
1596
|
Verified
8.2
2289
|
Verified
8.6
1482
|
Verified
8.5
2396
|
Verified
8.3
1078
|
Verified
8.3
1814
|
Verified
8.0
1798
|
Verified
8.3
2362
|
Verified
8.3
1896
|
Verified
8.5
2517
|
Verified
Administration
Not enough data
8.2
286
Not enough data
8.2
285
Not enough data
8.4
290
Knowledge Management
Not enough data
8.6
269
Not enough data
8.2
265
Not enough data
8.2
268
Compliance
Not enough data
8.3
286
Not enough data
8.2
282
Not enough data
8.2
284
Not enough data
8.1
282
Customer Support
Not enough data
8.2
260
Not enough data
8.2
261
Not enough data
8.0
258
Data Security
Not enough data
8.1
284
Not enough data
8.1
279
Not enough data
8.4
283
Not enough data
8.4
279
Administration
Not enough data
8.0
261
Not enough data
8.4
264
Not enough data
8.4
263
Generative AI
Not enough data
7.6
201
Channels
8.3
323
8.2
509
7.9
305
8.0
497
7.4
296
7.3
492
Design
8.2
300
7.9
489
7.8
306
7.7
498
8.2
327
8.1
493
8.3
313
8.1
487
8.4
304
8.1
474
Generative AI
7.7
238
7.6
370
7.7
238
7.6
363
Usability
8.7
241
8.3
380
8.7
238
8.2
378
8.8
233
8.3
369
Reporting
8.6
227
8.3
365
8.5
223
8.2
352
8.6
234
8.3
358
Generative AI
7.6
163
7.7
272
7.6
163
7.8
269
Conversational Platform
8.3
400
Not enough data
8.3
346
Not enough data
8.3
340
Not enough data
8.4
276
Not enough data
Support Automation
8.4
357
Not enough data
8.4
377
Not enough data
8.2
341
Not enough data
8.2
281
Not enough data
Generative AI
7.5
180
Not enough data
7.5
177
Not enough data
Generative AI
7.7
97
8.0
114
7.8
96
8.1
116
7.4
95
7.9
115
Communication
8.8
559
|
Verified
8.9
646
|
Verified
8.7
576
|
Verified
8.7
687
|
Verified
8.7
471
|
Verified
8.7
589
8.5
175
8.6
560
|
Verified
8.1
179
8.4
287
Internal Use
8.1
1596
|
Verified
8.2
2289
|
Verified
8.6
182
8.6
291
8.2
162
8.4
387
8.8
538
|
Verified
8.8
644
|
Verified
8.8
496
|
Verified
8.7
625
|
Verified
8.5
525
|
Verified
8.6
640
|
Verified
Generative AI
7.9
129
7.8
342
Self-Service Experience
8.7
943
8.5
1410
8.6
897
8.4
1371
8.3
672
8.1
1180
8.2
226
8.2
676
8.4
241
8.2
723
Self-Service Platform
8.5
238
8.3
742
8.6
243
8.3
720
7.9
204
7.7
635
8.5
221
8.2
668
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 0.1)
69
8.1
89
8.0
69
8.1(won by 0.1)
87
Process
8.6
147
8.7(won by 0.1)
454
9.3(won by 0.3)
467
9.0
596
8.6(won by 0.1)
359
8.5
451
Channels
9.2(won by 0.1)
462
9.1
586
8.8(won by 0.2)
402
8.6
506
8.8(won by 0.1)
363
8.7
478
8.6(tied score)
325
8.6(tied score)
419
Feature Not Available
8.8(won by default)
445
Insight
8.7(tied score)
366
8.7(tied score)
456
8.7
155
8.9(won by 0.2)
509
8.7
359
8.8(won by 0.1)
480
9.1(won by 0.1)
431
9.0
553
Generative AI
7.7
74
7.7
144
7.7
74
7.8
144
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
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 Zoho Desk are categorized as Digital Customer Service Platforms, Complaint Management, Customer Communications Management, Social Customer Service, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Zoho Desk is categorized as Google Workspace for Sales and Contact Center Knowledge Base
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoho Desk
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%
Information Technology and Services
18.1%
Computer Software
10.6%
Computer & Network Security
4.0%
Retail
3.7%
Financial Services
3.6%
Other
60.0%
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...
Zoho Desk
Most Helpful Favorable Review
Verified User in Maritime
It's fast and intuitive and does exactly what we need for handling emails. They finally launched the iPhone App for the product which works really great!
Most Helpful Critical Review
Verified User in Computer Software
I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...
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...
Verified User in Maritime
It's fast and intuitive and does exactly what we need for handling emails. They finally launched the iPhone App for the product which works really great!
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...
Verified User in Computer Software
I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...
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
Where do I find training VDO?
3 comments
TW
I agree with you. VOD training is essential for fast implementation and developing "best practice" for your Desk software. I'm sure you have already...Read more
Is it possible for you to make integration with G suite a breeze?
2 comments
PS
Hi Daniel,
Here are the steps to configure email forwarding from Gsuite to Zoho Desk:
Sign in to the Google Admin Console.
Click Apps, then click G...Read more
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