Guiding you to choose between Zendesk For Service vs. freshdesk: 2024

Comparison Summary

Zendesk For Service: Zendesk-for-service offers scalable, user-friendly customer service software. Businesses can focus on conversations, not channels, with a free trial available.

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.

Zendesk For Service and freshdesk: Customer Satisfaction Data

Most deployed common Use Cases for Zendesk For Service and freshdesk

How efficiently Does Zendesk For Service and freshdesk manage your Helpdesk Management?

Both Zendesk For Service and Freshdesk are helpdesk management platforms that provide ticketing systems and email integration. Zendesk For Service offers live chat, call center integration, and detailed reporting. Freshdesk provides automatic ticket creation from emails and a free plan. Both platforms can be expensive. Freshdesk allows ticket alert sound customization, whereas Zendesk For Service does not.

"...We have it set up to sync with our internal helpdesk email address and Facebook tickets, and this works seamlessly. ...." Peer review by Jack B., Director, Real Estate

"...We killed off all old email group mailboxes, two other junk help desk systems and all hallway conversations...." Peer review by Ray Feng, Education

What solutions does Zendesk For Service and freshdesk provide for Engagement Management?

Zendesk For Service and Freshdesk both allow companies to manage interactions with customers. Zendesk For Service focuses on customer engagement across various channels, including live chat, email, and social media. Freshdesk emphasizes communication through multiple channels like email, Facebook, and Twitter. However, Zendesk For Service has limitations in in-product customer interaction, while Freshdesk lacks follow-up functionality.

"...Even though one can get better pricing with Zoho Sales IQ, Zendesk offers more options to tailor the chat window and how you interact with the customer...." Peer review by Sushil M., Professional Training & Coaching

"...It has helped us not loose track customer questions reported issues that require follow up...." Peer review by Frank P

How can Zendesk For Service and freshdesk optimize your Knowledge Management Workflow?

Zendesk For Service and Freshdesk both offer knowledge base management as part of their customer service platforms. Zendesk For Service allows users to create and manage knowledge bases, route tickets to the correct personnel, and monitor customer access to the knowledge base. Freshdesk also provides a knowledge base feature, and it allows users to control access levels for different types of client users and suggests relevant knowledge base articles during ticket creation. However, Zendesk For Service's knowledge management tools are limited in functionality.

"...Zendesk has elements for case management, live chat, design a knowledge base, have a panel to the client...." Peer review by Thamara Padilla

"...Another huge advantage is the knowledge base/support page which is highly customizable...." Peer review by Julie S, Customer Service Assistant

How can Zendesk For Service and freshdesk optimize your Customer Feedback Management Workflow?

Both Zendesk For Service and Freshdesk provide tools for managing customer feedback. Zendesk For Service offers features like CSAT surveys, chat history reviews, and integration with other platforms to measure and track customer satisfaction. Freshdesk emphasizes customer satisfaction through ticket tracking, surveys after ticket resolution, and integration with CRM for customer insights. However, both tools have limitations, with Zendesk For Service having a less-than-ideal CSAT scoring system and Freshdesk lacking advanced chat functionality.

"...- quick reply for customer and help to resolve post and pre sale queries - getting records for missed chats - easy to track survey for customers. - quick response to customers - missed chats also recorded - can be assigned to dedicated departments - pre chat form to get reliable data...." Peer review by Pooja G, Senior Software Engineer

"...Through this platform, we can measure our customer satisfaction by simply shooting a customer satisfaction survey. . ...." Peer review by Vinod K., Team lead, Automotive