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 user-friendly, scalable and stable."
"Email integration is easy."
"Freshsales is very simple to use, but it's fairly limited in its functionalities, and it's very cheap."
"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."
"The solution is a low-cost CRM product compared to other CRM alternatives."
"It is a scalable solution."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"We rarely had issues with Zendesk."
"Zendesk Support has a lot of good APIs."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It's a very stable tool, very powerful."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"It's very convenient to use."
"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."
"It lacks customizability for complex and larger use cases."
"The solution needs to improve the user experience and leads capture."
"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."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"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."
"You couldn't give administrative access to new hires."
"The dashboard could be better."
"The support team is time-consuming, and they don't find the answer to our problem."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
Freshsales is ranked 11th in CRM Customer Engagement Centers with 6 reviews while Zendesk is ranked 5th 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 "Straightforward, very transparent, and very well organized". 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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