We performed a comparison between Freshsales and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Freshsales is very simple to use, but it's fairly limited in its functionalities, and it's very cheap."
"Email integration is easy."
"The solution is a low-cost CRM product compared to other CRM alternatives."
"One of the most valuable features is the ability to divert deals based on the potential revenue or specific market to certain sales teams."
"I like Freshsales because it's integrated with Shopify which we use to host our website."
"Freshsales is user-friendly, scalable and stable."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"We rarely had issues with Zendesk."
"It's a very stable tool, very powerful."
"It is a scalable solution."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"The stability has been very good."
"The initial setup is simple and straightforward."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"We have a problem with the time to delivery for our customers, although this is not specific to this solution. Time to delivery can be 90 days."
"The price of this solution could be improved as well as the reporting functionality."
"The solution needs to improve the user experience and leads capture."
"It lacks customizability for complex and larger use cases."
"We can use only one domain in the basic package."
"The reporting for this solution across all their products could be improved. Currently, we have clients who export their data from Freshservices to third party solutions such Power BI to create more comprehensive reports."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"The dashboard could be better."
"It wasn't easy to set up so we're only using a third of all of the features,"
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"The solution could integrate better with QR codes from some websites such as Facebook."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
Freshsales is ranked 9th in CRM Customer Engagement Centers with 6 reviews while Zendesk is ranked 4th in CRM Customer Engagement Centers with 57 reviews. Freshsales is rated 7.6, while Zendesk is rated 8.2. The top reviewer of Freshsales writes "Email integration is easy, but we can use only one domain in the basic package". On the other hand, the top reviewer of Zendesk writes "Stable tool, making it reliable for handling tasks but difficult initial setup". Freshsales is most compared with monday.com, Apollo.io and Blackbaud CRM, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Freshsales vs. Zendesk report.
See our list of best CRM Customer Engagement Centers vendors, best CRM vendors, and best Sales Force Automation vendors.
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