Overview: Zendesk For Service and Freshservice as Help Desk Category solutions.

Zendesk For Service and Freshservice both cater to different operational needs within the help desk category. Zendesk excels in managing large enterprises with extensive integration, analytics, and a focus on enhancing customer relationships. Freshservice, on the other hand, targets improving efficiency and enhancing customer relationships with robust workflow management and knowledge management capabilities, primarily benefiting educational and IT sectors.

Zendesk For Service and Freshservice: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

Zendesk For Service supports helpdesk management and engagement through features like communication and customer feedback management. It is designed to streamline customer interactions. read more →

Freshservice focuses on helpdesk and knowledge management, engaging users by measuring customer satisfaction and improving communication efficiency. read more →

Business Goals

Zendesk For Service aims to enhance customer relationships and acquire new customers, ensuring improved internal communications and increased sales. read more →

Freshservice helps in enhancing customer relationships, acquiring customers, and scaling best practices, with a subtle focus on improving ROI. read more →

Core Features

Zendesk For Service offers AI-powered tools, comprehensive analytics, and extensive data import and export capabilities, backed by strong integration features. read more →

Freshservice features custom reporting and integration tools, with significant focus on compliance and ease of migration, along with basic AI tools. read more →

Vendor Support

Zendesk For Service matches user needs with email and phone support, chat support, and round-the-clock availability. read more →

Freshservice offers robust 24/7 support with phone, chat, and email options for ensuring customers get timely assistance. read more →

Segments and Industries

Zendesk For Service is favored by large enterprises and companies in IT, software, and various other industries. read more →

Freshservice serves a wide range of industries, excelling in IT services and education segments. read more →

Operational Alignment

Zendesk For Service integrates well with enterprises needing comprehensive workflow and engagement management. read more →

Freshservice is well-suited for operational environments requiring efficient workflow management and engagement strategies. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

medium

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high

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Integration Risk

low

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medium

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Migration Risk

medium

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medium

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IT and Other Capabilities

Low
Medium
High

Ease of migration

Read peer / expert warnings.

Data

Data Export

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Data Import

Read peer / expert warnings.

Support

Phone Support

Read peer / expert warnings.

Email Support

Read peer / expert warnings.

Chat Support

Read peer / expert warnings.

24/7 Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for Zendesk For Service and Freshservice

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

Zendesk For Service and Freshservice are both helpdesk management tools that allow users to manage customer queries, integrate with other systems, and provide reporting capabilities. Zendesk For Service offers a live chat option, while Freshservice has a mobile app. Both tools are easy to set up, but Zendesk For Service has a higher monthly cost. A limitation of both tools is that they lack some features that are commonly found in competing helpdesk software suites.

"...The ability to freely customise the help center has been hugely beneficial as we can then align it with our corporate website...." Peer review by Verified User, Account Manager in Customer Service, Wholesale

"...We liked the idea of being able to create tickets, by simply sending an email to our helpdesk...." Peer review by Michael M., Network Manager, Information Technology and Services

What makes Zendesk For Service and Freshservice ideal for Engagement Management?

Zendesk For Service and Freshservice both offer features for managing customer engagement. Zendesk For Service enables businesses to interact with customers through multiple channels like email, chat, and social media. Freshservice, on the other hand, focuses on managing IT support requests, user engagement, and internal customer service. Zendesk For Service emphasizes marketing and customer engagement campaigns, while Freshservice prioritizes ticket management and internal support processes. However, both tools have limitations in follow-up functionality.

"...It is always hard for customers to contact us directly, but with this tool embedded on our site, we have a chance to engage our customers more...." Peer review by Joanna M, customer support

"...Experience of the operator is wonderful and all data required is there for a very good issue follow up...." Peer review by Mejdi, Gulf Solutions

How can Zendesk For Service and Freshservice enhance your Knowledge Management process?

Zendesk For Service and Freshservice both offer knowledge base management as a feature. Zendesk For Service provides a more comprehensive platform, including features like a help desk, call center, and community portal. Freshservice focuses more on IT support-related knowledge management. However, Freshservice faces limitations with its knowledge base, including issues with formatting and lack of reporting capabilities.

"...Documents Support Tickets, provides user with a knowledge base, and empowers them with the ability to track their requests...." Peer review by Joe London, Network Manager, The Blake School

"...The Knowledge Base is pretty handy and I like how articles show up when customers open a ticket...." Peer review

What makes Zendesk For Service and Freshservice ideal for Customer Feedback Management?

Zendesk For Service and Freshservice both allow for collecting customer satisfaction scores. Zendesk For Service provides a broader range of options for gathering feedback, including surveys, chat, and email. Freshservice focuses on gamification and automation to motivate agents and improve customer satisfaction. Both systems have limitations in their customer satisfaction rating systems.

"...We are also able to send out CSAT to get responses on our customer service...." Peer review by Sherve' B., Director of Client Success and Management, Financial Services

"...They actively reach out to their customers and ask for feedback and suggestions as well...." Peer review by Rob, Providen Pharmacy LTD.

What solutions does Zendesk For Service and Freshservice provide for Workflow Management?

Both Zendesk For Service and Freshservice allow users to create and manage workflows. Zendesk For Service streamlines processes and provides visibility across multiple locations. Freshservice allows users to build custom workflows for various support teams. Both tools offer a user-friendly interface, but neither fully meets the demands of highly complex workflow automation.

"...Being able to link emails and phone calls simultaneously helps increase work flow...." Peer review by Elijah A, Software Support Technician, Real Estate