In this era of digital technology, nearly every corporation is trying to offer first-rate services in an effort to win customers’ trust. Clients are crucial to every corporation as a way to remedy customers’ queries corporations need customer support groups however the traditional approach isn’t pleasurable for the issues of the virtual era. Therefore distinctive groups launched helpdesk systems to remedy customers’ problems correctly. These helpdesk systems help in growing productiveness and offering satisfactory services in an effort to decorate purchaser delight. Two of the most used helpdesk systems are Freshdesk and Zendesk, so we will examine these to find out their competencies.
What is Freshdesk?
Freshdesk is a computer application constructed with the cause of offering services to clients. It’s by far an internet cloud-primarily based platform evolved by Freshworks. It includes each kind of customer service functionality starting from messages to calling. It has advanced features like challenge automation due to which it’s far very famous in corporations. It is simple to apply and does now not require hard coding heritage.
Advantages of Freshdesk
- It has a consumer-pleasant interface that is straightforward to use.
- It supports external plugins and integrations.
- It’s far suitable for small in addition to massive organizations.
- It gives a free trial to its customers with limited features.
Disadvantages of Freshdesk
- Installation process is difficult and the configuration is complex.
- It lacks an SMS guide feature.
What is Zendesk?
Zendesk is a computer program that makes use of a ticketing system to offer helpdesk offerings to customers. It become advanced through the Zendesk organization which is an American corporation. This business enterprise provides software as a technique to its clients. Its headquarter is in San Francisco, California. It was first released in 2007. It gives specific plans in keeping with the patron’s wants. It is available in a wide variety of languages.
Advantages of Zendesk
- It comes with self-service capabilities.
- It offers a simple and clean interface.
- Characteristic enhancement can be done using external plugins.
- It has good community support.
Disadvantages of Zendesk
- It lacks two-direction sync features.
- Filters like sorting and searching cannot be applied to tickets.
Below is a table of differentiation between Freshdesk and Zendesk:
|
Freshdesk |
Zendesk |
|
|---|---|---|
| Definition | It can be understood as a help desk system to provide different services to customers. | It can be understood as a ticketing system for customer services. |
| Cloud Compatibility | Freshdesk is a cloud-based service that is easy to maintain. | It is an online service rather than a cloud-based service. |
| Free Plan | Sprout plan is available for free. | All plans are paid and no free plan is available. |
| Price | Price of one monthly subscription is $99. | It costs $59 to avail of services for a month. |
| Launched in | Freshdesk was released in 2010. | Zendesk was launched in 2007. |
| Trial period | Trial period of Freshdesk is 21 days. | Trial period of Zendesk is 30 days. |
| Integrations | It provides integration with Facebook, Trello, Slack, Gmail, etc. | It provides integration with Amazon, Excel, WordPress, eBay, etc. |
| Features | Activity dashboard, Alerts/Escalation, Call monitoring, etc. are some advanced features provided by Freshdesk. | Audit trail, Alerts/Escalation, Asset tracking, etc. are some advanced features provided by Zendesk. |
Conclusion/Summary
Both of the software offer similar services so users can use any one but Freshdesk offers a free plan so one should go for a free plan first rather than paying. Both offer trial periods also so users can test both platforms and find out the best according to their needs.