We performed a comparison between Freshservice 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."Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"You can just register and within five to minute minutes, you are ready to go."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"It allowed the development team to concentrate on the client’s requirements instead."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"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."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"The product is quite stable."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"It is a scalable platform."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"Freshservice could improve the integration with Microsoft Outlook."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"Freshservice could improve the delegation and workflow management features."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"The round robin ticketing feature that they have is not ideal."
"Freshservice's technical support has issues with delays and translations."
"We'd like better integration with other products."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"It could be easier to link Zoho Desk and Outlook."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"The solution needs to have more customization on alerts and notifications."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while Zoho Desk is ranked 6th in Help Desk Software with 19 reviews. Freshservice is rated 8.0, while Zoho Desk is rated 8.4. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". 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". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine IT Asset Management, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and ManageEngine SupportCenter Plus. See our Freshservice vs. Zoho Desk report.
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