Customers are considered one of the most important assets of the company hence each and every organization wants to build good relations with the customers by providing them best services. Resolving customer’s problems is one of the essential tasks so to do this task effectively, different helpdesk systems were created. Freshservice and Zendesk are two commonly used systems. So let’s compare them to find the right one.
What is Freshservice?
Freshservice is a customer support providing system that is used to resolve customers’ queries. It was developed by Freshworks using many programming languages like C#, C++, etc. It has all the necessary tools along with a simple user interface. It is available at different pricing options.
Advantages of Freshservice
- It provides self-service functionality so that customers can solve their problems without anybody’s help.
- It gives a clear picture of more problematic areas so as to resolve them.
- It helps in effective management and controlled governance.
- It helps in standardization and clear accountability.
Disadvantages of Freshservice
- It does not provide real-time chat functionality.
- It has high maintenance cost hence it is not budget-friendly.
What is Zendesk?
Zendesk is an application used for solving customer’s problems through a ticketing system. It is a helpdesk service developed by an American company to provide software as a service. It was released in 2007 with multiple language support to fulfill customer’s needs from all regions.
Advantages of Zendesk
- It has an easy and interactive UI.
- It provides support to customers along with internal helpdesk functionality for employees.
- It allows users to integrate external plugins for custom functionalities.
- It provides analysis tools to have a clear look at business problems and solutions.
Disadvantages of Zendesk
- It does not support two-way sync like HubSpot.
- It lacks template management features.
Below is a table of differentiation between Freshservice and Zendesk:
|
Categories |
Freshservice |
Zendesk |
|---|---|---|
| Definition | This can be defined as an online client service system for customer support management. | It can be understood as a ticketing system for customer services. |
| Founder(s) | It was founded by Girish Mathrubootham. | It was founded by Mikkel Svane, Alexander Aghassipour and Morten Primdahl. |
| Official Website | Its official website is freshservice.com | Its official website is zendesk.com |
| Clients | Its client are medium and large-sized organizations. | Its client are freelancers, small, medium, and large organizations. |
| Subscription | Its subscription starts at $19 per month. | Its subscription starts at $19 per month. |
| Integrations | Freshservice can be easily integrated with office 365, google calendar, etc. | It can easily integrate with extensions like Amazon, eBay, etc. |
| Trial Period | It provides the software for free for 21 days. | Trial period of this software is of 30 days. |
| Available Plans | It comes with 4 pricing plans:- Starter, Growth, Pro, and Enterprise. | It comes with 5 pricing plans:- Support Only, Suite Team, Suite Growth, Suite Pro, and Support Only Pro. |
Conclusion/Summary
It can be seen from the comparison that Zendesk is a good choice for all types of customers and offer a longer trial period with budget-friendly subscription. On the other hand, Freshservice is suitable for large organizations for handling complex hierarchies. Hence the choice depends on the user’s needs and budget.