![\"freshdesk\"](\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/01\/Freshdesk.png\")
<\/p>\n
Image Source: Freshdesk<\/p>\n
Girish Mathrubootham and Shan Krishnasamy launched Freshdesk<\/a> in 2010 under the parent company Freshworks. Girish’s frustration with poor customer support led him to create a platform that simplifies customer service.<\/p>\n The Freshdesk software offers an all-in-one help desk solution to handle customer queries via multiple channels like email, phone, live chat, social media, and more. Its core features include ticket management, automation, and built-in Freddy AI for intelligent routing and response suggestions. These features simplify support processes, enabling teams to respond faster and manage customer relationships effectively.<\/p>\n Want the best alternative to Freshdesk? <\/b><\/p>\n Try ProProfs Help Desk\u2014 AI automation that delights your customers 24\/7<\/p>\n Get Started Free<\/a>Get a Demo<\/a><\/p>\n Image Source: Zoho Desk<\/p>\n Zoho Desk<\/a> is part of Zoho Corporation, a company founded in 1996 by Sridhar Vembu. Zoho Desk was introduced in 2016 to help businesses align customer support with sales, marketing, and IT processes.<\/p>\n Zoho Desk is a cloud-based help desk platform that helps teams manage customer interactions efficiently. It offers features like ticketing automation, multi-channel support, and seamless integration with other Zoho products such as CRM, Projects, and Analytics. Its user-friendly interface, customizable dashboards, and extensive self-service options make it an ideal choice for businesses seeking to enhance their customer service operations.<\/p>\n As a support manager, I\u2019ve had the opportunity to use Zoho Desk and Freshdesk to track support tickets and enhance the service experience.<\/p>\n When I saw that many people were confused between the two, I decided to use my experience and create this detailed comparison. From AI capabilities to pricing\u2014I\u2019ve compared these tools from head to toe.<\/p>\n I find Freshdesk’s omnichannel capabilities impressive. It allows me to manage emails, phone calls, live chat, and social media (even WhatsApp) from one platform.<\/p>\n The integration across channels is seamless, ensuring that I never miss a customer interaction, no matter where they reach out from.<\/p>\n Zoho Desk’s omnichannel support is also quite robust. It covers email, phone, social media, live chat, community forums, and other channels.<\/p>\n What stands out to me is the seamless integration with Zoho\u2019s CRM. It creates a unified customer view, making tracking conversations across different channels easier without jumping between platforms.<\/p>\n Image Source: Freshdesk<\/p>\n Freshdesk has a built-in AI called Freddy AI, which can quickly learn from past tickets and automatically take action on new ones. I like how its AI is smart enough to automate time-consuming help desk processes like ticket categorization, prioritization, and routing.<\/p>\n The best part is that Freddy AI can quickly summarize issues, generate responses, draft articles, and even proactively suggest ways to optimize support and improve the customer experience. However, one major disappointment is that the AI capabilities are only available in top-tier plans. If this makes you unhappy, feel free to check out some top Freshdesk alternatives<\/a>.<\/p>\n Image Source: Zoho Desk<\/p>\n Just like Freshdesk, Zoho Desk has tried to give its AI a human touch by naming it Zia. Who knew AI could have such cool names?<\/p>\n I feel Zoho Desk\u2019s AI is more context-driven. For example, Zia can quickly identify customer sentiments right at the moment when a ticket is raised. This allows customer service agents to get better context and personalize experiences from the start. Also, Zia Answer Bot can scan through your knowledge base and recommend relevant solutions to agents and customers.<\/p>\n Image Source: Freshdesk<\/p>\n Freshdesk allows me to customize various elements of our support portal. For instance, I can choose from ready-made themes or go deeper with full CSS customization.<\/p>\n The platform also makes it easier to embed customizable web forms on the website or help center. I can easily add and modify the ticket form fields to capture the most relevant information. I can also use custom permissions to determine the roles and responsibilities of agents.<\/p>\n Image Source: Zoho Desk<\/p>\n With Zoho Desk, I can easily customize ticket statuses. In addition to the default ticket statuses like open, in progress, escalated, etc., I can add a custom status like \u201cWaiting on Customer\u201d to better organize customer issues.<\/p>\n If I compare Freshdesk with Zoho Desk, creating custom fields is much easier with the latter. For example, I can create a Mobile Number field for new tickets or contacts. Also, I can customize and save email templates sent to customers and agents when specific alerts are triggered.<\/p>\n Image Souce: Freshdesk<\/p>\n When it comes to analytics, Freshdesk provides a solid dashboard that allows me to monitor ticket trends, help desk performance, and customer satisfaction metrics in real-time. For instance, I can quickly scan metrics like the average first response time, average resolution time, tickets received, unresolved tickets, etc.<\/p>\n The report scheduling feature is a big plus for me. It enables me to receive reports in PDF or CSV format directly in my inbox.<\/p>\n Image Source: Zoho Desk<\/p>\n Zoho Desk excels with its advanced analytics, especially its integration with Zoho Analytics. It gives me deeper insights into trends and patterns within the support system.<\/p>\n Both Freshdesk and Zoho Desk offer similar metrics capabilities. However, I find Zoho Desk\u2019s Agent Availability report quite unique. It helps me track each agent’s active working hours and see when they log in and out of work.<\/p>\n Image Source: Freshdesk<\/p>\n Freshdesk is better than Zoho Desk when it comes to offering self-service options to users. As a Freshdesk user, I can access relevant information through a vast video library. I can view interactive videos on topics such as creating knowledge base articles, setting up a multilingual knowledge base, using canned responses, and much more.<\/p>\n Also, if you are a new Freshdesk user, you can enroll your support agents in the Freshworks Academy, where they can hone new skills, get certified, and become a part of their community. Users can even ask questions, post tips, or interact with other users on the Freshworks community forum.<\/p>\n Image Source: Zoho Desk<\/p>\n Zoho Desk offers human support on three channels\u2014email, phone, and live chat. However, live chat support is only available for users who have opted for the Professional and Enterprise plans. If this is a concern for you, feel free to check out some top Zoho Desk alternatives.<\/p>\n Even though I\u2019m required to opt for an expensive plan to get live chat assistance, I can refer to Zoho\u2019s extensive help center for free anytime. It offers relevant information around topics such as getting started, ticket management, mobile apps, etc., and also helps me find the latest product updates or features.<\/p>\n Image Source: Freshdesk<\/p>\n Honestly, Freshdesk\u2019s integration options are quite extensive. A wide range of third-party integrations make it easy for me to streamline workflows and ensure all my tools work in sync.<\/p>\n Over the last few months, I\u2019ve connected Freshdesk with multiple apps, such as Slack, Salesforce, and Razorpay. The Shopify integration also allows me to assist my online shoppers more effectively.<\/p>\n Image Source: Zoho Desk<\/p>\n Zoho Desk is no less when it comes to integrations either, especially within the Zoho ecosystem.<\/p>\n I\u2019ve integrated it with Zoho CRM, Zoho Projects, and other apps, which has made managing customer interactions and project workflows more efficient. It also supports multiple third-party tools, such as Jira, RingCentral, Mailchimp, Slack, etc.<\/p>\n Freshdesk is a cloud-based solution that\u2019s easy to deploy, especially for a globally distributed team like mine. I appreciate that it\u2019s fully web-based, so I don\u2019t have to worry about hardware or server maintenance. The smooth deployment has allowed me to focus more on customer service and less on technical overhead.<\/p>\n Unlike Freshdesk, Zoho Desk offers flexible deployment options, whether you need cloud-based or on-premise solutions. I use the cloud version, and it has been extremely easy to set up and maintain, with no need for additional IT support. The frequent updates ensure that I always have access to the latest features.<\/p>\n Freshdesk has a very intuitive interface, and I got my team up to speed quickly. The layout is clean, and everything is easy to navigate. Even agents with less technical experience found it straightforward, which meant we didn\u2019t waste time on training.<\/p>\n Zoho Desk is equally user-friendly, in my opinion. It has a straightforward design, and the customization options allow me to set up the dashboard just how I like it. The learning curve was minimal, and my team quickly became comfortable using it daily.<\/p>\n Rating:<\/strong> 4.4<\/b><\/p>\n As of the latest G2 ratings, Freshdesk is highly rated, with a score of 4.4\/5.<\/p>\n Rating:<\/strong> 4.3<\/b><\/p>\n Zoho Desk also holds strong ratings on G2, scoring around 4.3\/5.<\/p>\n Free:<\/strong> Forever-free plan with limitations<\/p>\n Growth:<\/strong> $15\/user\/month<\/p>\n Pro:<\/strong> $49\/user\/month<\/p>\n Enterprise:<\/strong> $79\/user\/month<\/p>\n Freshdesk offers a 14-day free trial that lets you explore the tool\u2019s interface and features and determine whether it meets your needs.<\/p>\n The basic plan, Growth, starts at $15\/user\/month and offers basic features such as help desk reports, collision detection, time tracking, and more.<\/p>\n Although the basic plan starts at a reasonable price, Freshdesk\u2019s top-most plan, Enterprise, can be quite expensive at $79\/user\/month. For a hefty price, you can get features such as skilled-based routing, Freddy Copilot, custom reports, and more.<\/p>\n Free:<\/strong> Forever-free plan with limitations<\/p>\n Standard:<\/strong> $14\/agent\/month<\/p>\n Professional:<\/strong> $23\/agent\/month<\/p>\n Enterprise:<\/strong> $40\/agent\/month<\/p>\n Zoho Desk\u2019s pricing is simple and transparent, and you can even enjoy a 15-day free trial to get the look and feel of the tool.<\/p>\n Zoho\u2019s Standard plan starts at $14\/agent\/month and offers features such as social and community channels, SLAs, customer happiness ratings, and more. With the Enterprise plan ($40\/agent\/month), you can get Zia (AI), multi-level IVR, multi-brand help center, scheduled reports, and more.<\/p>\n It\u2019s finally time to reveal the winner!<\/p>\n From the above Zoho Desk and Freshdesk comparison, it is clear that both tools have unique strengths. I think the choice of the \u201cbest\u201d tool really depends on your business’s specific needs.<\/p>\n Freshdesk is ideal for teams looking for a highly customizable solution with advanced AI capabilities. If your organization handles customer support across multiple channels like social media, live chat, and email, and you need intelligent automation to reduce manual effort, Freshdesk is the way to go.<\/p>\n On the other hand, Zoho Desk is the better choice for businesses already using other Zoho products or looking for an affordable, integrated platform. It’s particularly suited for small to mid-sized teams that need strong CRM integration, allowing seamless coordination between sales and support teams.<\/p>\n I\u2019m glad you asked. ProProfs Help Desk<\/b><\/a> is another solution that deserves your attention. To start with, it isn\u2019t as expensive as Freshdesk and offers more features than Zoho Desk. For instance, you can automate your support with AI, centralize all interactions from multiple channels, and reduce ticket volume with a dedicated knowledge base and customer portal.<\/p>\n Also, there is a forever-free plan<\/a> for small teams that offers all premium features. Now, that sounds like a good deal to me!<\/p>\n <\/p>\n Do you want free help desk software?<\/p>\n We have the #1 Online Help Desk Software for delightful customer support<\/b><\/p>\n Get Started Free<\/a>Get a Demo<\/a><\/p>\n","protected":false},"excerpt":{"rendered":" Among hundreds of help desk software in the market, the competition is stiff between two dominant players \u2014Zoho Desk vs. Freshdesk. But why?<\/p>\n","protected":false},"author":14,"featured_media":41277,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[23],"tags":[168,163,166,164,165,162,167,161],"class_list":["post-34315","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-alternatives-and-comparisons","tag-compare-freshdesk","tag-freshdesk-comparison","tag-freshdesk-pricing","tag-freshdesk-vs-zoho-desk","tag-freshdesk-vs-zoho-support","tag-zoho-desk-comparison","tag-zoho-desk-pricing","tag-zoho-desk-vs-freshdesk"],"yoast_head":"\n<\/span>What Is Zoho Desk?<\/span><\/h2>\n
![\"zoho-desk\"](\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/01\/Zoho-Desk-Best-for-Automated-Ticket-Escalations-1.png\")
<\/p>\n<\/span>Freshdesk vs. Zoho Desk: Key Features Head-to-Head<\/span><\/h2>\n
1. Omnichannel<\/h3>\n
Freshdesk <\/b><\/h4>\n
Zoho Desk <\/b><\/h4>\n
2. AI & Automation<\/h3>\n
Freshdesk<\/b><\/h4>\n
![\"freshdesk-ai-automation\"](\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/01\/Freshdesk_AI-Automation.png\")
<\/p>\nZoho Desk<\/b><\/h4>\n
![\"zohodesk-ai-automation\"](\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/01\/zohodesk_AI-Automation.png\")
<\/p>\n3. Customization<\/h3>\n
Freshdesk<\/b><\/h4>\n
![\"freshdesk-customization\"](\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/01\/Freshdesk_Customization.png\")
<\/p>\nZoho Desk<\/b><\/h4>\n
![\"zohodesk-customization\"](\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/01\/Zohodesk_Customization.png\")
<\/p>\n4. Reports & Analytics<\/h3>\n
Freshdesk<\/b><\/h4>\n
![\"freshdesk-reports-analytics\"](\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/01\/Freshdesk_Reports-Analytics.png\")
<\/p>\nZoho Desk<\/b><\/h4>\n
![\"zohodesk-reports-analysis\"](\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/01\/Zohodesk_Reports-Analytics.png\")
<\/p>\n5. Customer Support<\/h3>\n
Freshdesk<\/b><\/h4>\n
![\"freshdesk-customer-support\"](\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/01\/Freshdesk_Customer-Support-1.png\")
<\/p>\nZoho Desk<\/b><\/h4>\n
![\"zohodesk-customer-support\"](\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/01\/Zohodesk_Customer-Support-1.png\")
<\/p>\n6. Integration<\/h3>\n
Freshdesk<\/b><\/h4>\n
![\"freshdesk-integration\"](\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/01\/Freshdesk_Integration-1.png\")
<\/p>\nZoho Desk<\/b><\/h4>\n
![\"zohodesk-integration\"](\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/01\/Zohodesk_Integration.png\")
<\/p>\n7. Deployment Options<\/h3>\n
Freshdesk<\/b><\/h4>\n
Zoho Desk<\/b><\/h4>\n
8. Ease of Use<\/h3>\n
Freshdesk<\/b><\/h4>\n
Zoho Desk<\/b><\/h4>\n
9. G2 Rating \u2b50<\/h3>\n
Freshdesk<\/b><\/h4>\n
Zoho Desk <\/b><\/h4>\n
10. Pricing<\/h3>\n
Freshdesk Pricing:<\/b><\/h4>\n
Zoho Desk Pricing: <\/b><\/h4>\n
<\/span>Final Verdict: Which Is Better?<\/span><\/h2>\n
Do you wish there was a better alternative? <\/b><\/h3>\n