Freshdesk vs Zoho Desk 2024 (Which is Better Customer Service Software?)

While Freshdesk and Zoho Desk are both great customer service tools, they do have some key differences. In this comparison article, we’re going to dive into the features, pricing, and customer satisfaction of each software to help you to make the decision.

Which One is Better, Freshdesk or Zoho Desk?

The help desk software market is growing more competitive by the day. Two popular options are Zoho Desk and Freshdesk. Both have their pros and cons, but which one is better for your business? Here are our three use cases to see which one is better.

Freshdesk vs Zoho Desk Pros and Cons

Both Zoho Desk and Freshdesk have their pros and cons, but one may be a better fit for your company depending on your needs. In this section, we will compare and contrast the pros and cons of both platforms to help you make the best decision for your business.

Freshdesk Pros & Cons

Zoho Desk Pros & Cons

Freshdesk vs Zoho Desk Price Comparison

Let’s take a look at these two’s pricing plans to see which one offers better pricing.

Freshdesk Pricing Plans

Freshdesk’s pricing comes in four tiers: Free, Growth, Pro, and Enterprise. The Free plan includes integrated ticketing across email and social channels, a knowledge base, reporting capabilities, and more. The Growth plan adds automation and access to over 1000 marketplace apps for $18 per user per month. The Pro plan includes multiple product support and custom roles for $59 per user per month. The Enterprise plan is for heavy-users.

Free — $0 per user per month

• Integrated ticketing across email and social
• Ticket Dispatch
• Knowledge Base
• Ticket Trend Report
• Out-of-the-box analytics and reporting

Growth — $18 per user per month

• Automation
• 1000+ marketplace apps
• SLA management & business hours
• Custom Email Server
• Custom SSL

Pro — $59 per user per month

• Multiple products
• Includes up to 5000 Collaborators
• Round-robin routing
• Custom Roles
• Custom Reports and Dashboards

Enterprise — $95 per user per month

Everything in Pro

• Assist bot
• Email bot
• Knowledge base approval workflow
• Auto-triage
• AI-powered social signals

Zoho Desk Pricing Plans

Zoho Desk’s pricing comes in three tiers: Standard, Professional, and Enterprise. The Standard plan includes email channel support, a ticket system, and a help center for customers. It also includes social media support on Facebook and Twitter. The Professional plan adds telephony support, while the Enterprise plan includes live chat and artificial intelligence options as well as schedule reports.

Standard — $20 per user per month

• Email Channel
• Ticket system
• Help Center
• Social Media (Facebook & Twitter)

Professional — $30 per user per month

• Email Channel
• Ticket system
• Help Center
• Social Media (Facebook & Twitter)
• Telephony

Enterprise — $50 per user per month

• Email Channel
• Ticket system
• Help Center
• Social Media (Facebook & Twitter)
• Live Chat
• Artificial Intelligence
• Schedule reports

Freshdesk vs Zoho Desk Features Comparison

While these tools share some similarities, there are also some key differences. In this section, we will compare these two software programs’ features and help you decide which one is right for you.

Freshdesk Features

Freshdesk provides a number of features to improve customer service collaboration and automate tedious tasks. These features include ticket prioritization, self-service answer bots, and team task division. The software also offers analytics to help understand customer behavior and trends. In addition, the platform is secure with SSL certification enabled by default.

Ticketing

Email gets the job done, but Freshdesk’s ticketing system is designed to do more than that; it’s created for team collaboration and agent productivity. This means you can prioritize every ticket based on the keywords mentioned. Freshdesk’s Freddy AI software is integrated with ticketing, so you can eliminate boring, repetitive tasks and save time for your agents.

Self-service

Answer bots find the best answer from your knowledge base content and deliver it to customers in real-time, 24/7. These advanced features help you focus on bigger projects by taking care of small customer issues automatically. Web widgets allow live chat with a human agent on your website for more complex inquiries.

Collaboration

Freshdesk provides various features for improved collaboration among customer service teams, helping to deliver positive experiences for customers. For example, agents can easily include teammates in ticket discussions as needed, and team members can see tickets that another team is currently working on. In addition, Freshdesk allows teams to divide tasks and work on them simultaneously.

Automations

It would be amazing to come into work every day to find that all new customer inquiries have been neatly prioritized, organized, and assigned to the right agents. You wouldn’t have any

to-do lists because tedious tasks like following up with people are automated! All you and your team would need to focus on is crafting great responses for your customers.

Analytics

Use Freshdesk’s pre-made reports for quick insights to save time and effort. With a large number of useful reports, you can avoid having to do everything manually. Also, with the added ability to visualize data within the product, you can easily comprehend a lot of information and present it in a way that is efficient and digestible for those who need to see it.

Secure Help Desk

Keep your communication safe and secure with web browser-to-web server encryption. With a Freshdesk account, you get an SSL certificate enabled by default. Within 72 hours, you can have your own support domain or vanity URL up and running too. Plus, add multiple portals to your Freshdesk account–all with authenticated SSL certification.

Zoho Desk Features

Zoho Desk gives you an edge over the competition by allowing you to deliver top-notch customer service. Their modern features make it easy to stay on top of every aspect of your customer service effort.

Ticket management

Keep all your customer requests in one place and easily sorted. Whether it’s received through multiple channels or brands, Zoho Desk has you covered.

Omnichannel support

An omnichannel ticketing system helps customer service agents by consolidating support tickets from various channels into a single interface. This way, responses are faster and more organized.

Multi-Brand Help Center

Help your customers distinguish between your different brands by providing each one with its own Help Center. This way, they can manage their expectations for things like service channels, SLAs, notifications, and Knowledge Base articles.

Telephony

With Zoho Desk, you can integrate your help desk with a customer service phone number to receive calls directly. You can then associate the calls with existing tickets or create new ones. Desk gives you all the advantages of traditional phone support, without any of the usual issues.

Social media help desk

Brands can use social media platforms to improve customer satisfaction and create positive brand experiences. Zoho Desk integrates with the most popular social media channels, Facebook, Instagram and Twitter, so you can manage all your customer support in one place.

Live Chat

Zoho’s chat widgets let you stay close to your customers even when they can’t find what they’re looking for in your Help Center. Your agents can respond quickly and help them find answers faster, right from the Help Center.

People’s Choice: Freshdesk vs Zoho Desk

One key aspect when comparing these two services is to compare how other customers rate them. Both of the software has multiple trusted reviews so it’s easy to compare which one is better.

Freshdesk Reviews

Freshdesk has an average of 4.4-star 3rd party reviews (in legit sites like G2 and Capterra). Other customers seem to love it and consider it as a great option for their customer service software needs.

Zoho Desk Reviews

Zoho Desk has an average of 4.4-star 3rd party reviews (in legit sites like G2 and Capterra). Other customers seem to love it and consider it as a great option for their customer service software needs.

Top 10 Customer Support Software

Now it should be clear which platform is better for your needs. In case you’re still not happy with either of them, take a look at this list of the top 10 customer support software that has similar features.

Freshdesk vs Zoho Desk Wrap

Choosing the right help desk software can be tricky. There are a lot of factors to consider, and each product has its own unique set of features. In this article, we’ve compared two popular help desk software on the market: Zoho Desk and Freshdesk. We’ve looked at both products from a variety of angles, including price, customer support, features, and more.

So, which one is the best? Well, that depends on your needs and budget. Ultimately, it comes down to what works best for you.