Guiding you to choose between freshdesk vs. Zoho Desk: 2024

Comparison Summary

freshdesk: Freshdesk streamlines customer conversations, automates tasks, and enhances team collaboration for faster issue resolution. Features include multi-channel ticket tracking, email conversion to tickets, and automatic ticket assignment.

Zoho Desk: Zoho Desk is an online customer service help desk software designed for happier customers and empowered agents. A 15-day free trial is offered for new users.

freshdesk and Zoho Desk: Customer Satisfaction Data

Most deployed common Use Cases for freshdesk and Zoho Desk

What makes freshdesk and Zoho Desk ideal for Helpdesk Management?

Freshdesk and Zoho Desk are both helpful for managing customer support requests. Both tools can be used to create tickets, manage support requests, and integrate with websites. Freshdesk allows users to create tickets by sending emails, while Zoho Desk offers more robust features, such as live chat and API integration. However, both tools have limitations, such as expensive paid tiers for Freshdesk and translation issues for Zoho Desk.

"...Our support center uses a broad set of rules and groups that assists in routing work to the proper location...." Peer review by Verified Reviewer, Consumer Electronics

"...I was able to set up an entire cloud-based call center in only days that is entirely white-label on the customer end...." Peer review by Tyler U, (Temp) Customer Support Representative, Human Resources

What solutions does freshdesk and Zoho Desk provide for Knowledge Management?

Freshdesk and Zoho Desk both offer knowledge management features, allowing users to create and organize articles. Freshdesk emphasizes integration with other support channels, such as ticketing and chat, to guide users to solutions. Zoho Desk focuses on customization and automation, including the ability to create knowledge base articles from resolved tickets. However, both tools have limitations in their knowledge base features, such as a lack of robust internal knowledge base functionality in Zoho Desk.

"...I love that a ticketing system, knowledge base and user forums are combined into one easy to use product...." Peer review by Chris V., Computer Software

"...- Customer support - Help Desk/Knowledge Base - Self-support system for consumers to help each other out - build a forum for discussion...." Peer review by Stuti A, National Head

How efficiently Does freshdesk and Zoho Desk manage your Engagement Management?

Both Freshdesk and Zoho Desk allow users to manage customer interactions and track tickets. Freshdesk offers a wider range of communication channels, including chat rooms, comments, and the ability to attach videos and images. Zoho Desk integrates with various platforms such as Facebook, Google Analytics, and Twitter, providing data analysis for managers. A limitation of Freshdesk is the lack of follow-up functionality for some users.

"...They don't have the capability to report on how long agents were available for chats, only how long they were engaged with customers in chats...." Peer review by Erica L, Coordinator of Customer Support Services , Religious Institutions

"...Before I could not follow up emails/tickets as new tickets are coming everyday...." Peer review by User

How efficiently Does freshdesk and Zoho Desk manage your Customer Feedback Management?

Both Freshdesk and Zoho Desk allow for tracking customer feedback and satisfaction. Freshdesk offers a customer satisfaction survey system and integrates with CRM for tracking customer satisfaction and identifying advocates. Zoho Desk provides happiness ratings, scheduled reports, and a dashboard for analyzing customer satisfaction. However, both tools have limitations, such as the lack of automated intelligent responses in Freshdesk and the limited API in Zoho Desk.

"...The customer satisfaction surveys help motivate the Agents to do their best because they can see customer feedback immediately...." Peer review by Denise B, Customer Service Manager, Utilities

"...Agent view and Telephony Links and Chat tools are innovative and these are the tools that will bring about customer satisfaction...." Peer review by Venu Kumar Narayana, Computer Software