We performed a comparison between Freshdesk and Zoho Desk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."
"The solution doesn't have any bugs."
"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."
"The initial setup is easy."
"I would like on-the-go translation,"
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"I would like to see a little bit more color in the solution."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"There is room for improvement in terms of integration."
"It could be easier to link Zoho Desk and Outlook."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"As per customer requirements, it may have some limitations."
"Zoho Desk needs to be enhanced to support IT service management policies."
"There is room for improvement with the pricing."
"There is room for improvement in customer service and support. It could be more knowledgeable."
Freshdesk is ranked 9th in Help Desk Software with 27 reviews while Zoho Desk is ranked 6th in Help Desk Software with 19 reviews. Freshdesk is rated 8.4, while Zoho Desk is rated 8.4. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and Zendesk, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshservice and ManageEngine SupportCenter Plus. See our Freshdesk vs. Zoho Desk report.
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