Zendesk vs. Freshdesk
Make the right choice
Freshdesk is great for the basics. But if you’re a business that wants to grow, you need a solution that you can count on — both now and in the future. Zendesk is a robust, reliable and scalable solution that’s backed by experts, built to last and delivers the best return on investment.
Built to last
Zendesk delivers capabilities beyond basic ticketing and provides the complete CX solution brands need to provide a reliable, differentiated customer experience at scale.
CX Experts
As a trusted advisor in the market, we empower our customers with the expertise and best practice they need to continuously improve their CX.
Best ROI
Zendesk is built to handle whatever challenges your business faces and ultimately delivers greater efficiency, lowering the cost of support.
Built to last
Start with us and grow with us
True omnichannel CX
An innovative platform that encompasses embeddables and messaging capabilities allows customers to choose the channel that they prefer — and enables companies to deliver a consistent experience across all of them.
Frictionless agent experience
With capabilities like Agent Workspace and Side Conversations, agents have a unified interface that allows them to collaborate seamlessly with customers, internal departments and external parties — all in one place, regardless of channel.
Reliable integrations
With a vast marketplace of over 1,250 prebuilt apps and integrations, plus an open platform built on AWS, Zendesk gives a 360 view of the customer and empowers agents to align with other departments internally — ultimately delivering a personalised, seamless customer experience.
Actionable data insights
Our powerful analytics enables service leaders to make better decisions and optimise processes, products and services. Build beautiful point-and-click configurable reports and dashboards — like our First Reply Time Heatmap — in minutes, even with sophisticated layered datasets.
One platform to rule them all
“Having all communication channels in a single unified platform means we no longer have to switch between platforms. [With Zendesk], we have more control over customer data — and, as a result, the customer experience.”
Kevin Miodek
Head of Customer Support and Operations at Azimo
Read moreIncrease in NPS
Trustpilot Rating
Resolution times go down, CSAT goes up
“The first day we started using Zendesk, our fastest agent, who normally resolves twice as many tickets as anyone else, said immediately that she was now even faster. Zendesk’s workflows and UI are designed for efficiency.”
Veronica Howes
Director of Customer Success at Thinkific
Read moreTickets answered in <8 hrs
CSAT
CX Experts
Trust the leaders in service
We’ve got your back. From customer community mindshares and on-demand trainings to executive relationship programmes and localised support teams, Zendesk can lend a digital or in-person hand to keep things running smoothly.
Northmill Bank switched to Zendesk for a better partner
Customer story
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musicMagpie switched to Zendesk for superior support
Customer story
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Ola Cabs switched to Zendesk for CX expertise
Customer story
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Showpo switched to Zendesk for guidance on scale
Customer story
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Best ROI
Get the most power for your pound
You get what you pay for — which is why choosing a cheaper solution that can’t scale as you grow is a significant risk. Zendesk delivers efficiencies that will save you money down the line. From agent productivity and product insights to customer satisfaction and loyalty, investing in Zendesk provides a better lifetime value for businesses and customers alike.
Don’t just take our word for it
Hear from brands that made the switch
“The daily challenges related to using [Freshdesk’s] new UI made it very clear that we needed to prioritise exploring other platforms… [Freshdesk] apps didn’t really work as expected and the product team couldn’t get the support it needed to troubleshoot them.”
Katerina Graham
Support Operations
Read more“We were having some difficulties with the Freshdesk call side. We had massive problems with call drops, mixed calls — calls would just mysteriously disappear, never actually reaching the agents. The Freshdesk voice product wasn’t good enough for us.”
Lauri Haav
Head of Customer Loyalty
Read more“When we were on Freshdesk, an agent would have eight, nine, ten different tabs open — DHL, Australia Post, Magento, all these different tabs.”
Paul Waddy
Head of Operations
Read more“As we moved into the festive season, we really started getting a lot of volume and I saw issues with the stability of taking calls and chats [with Freshdesk]. Then I started seeing issues with the inaccurate reporting. It could have been devastating to our business.”
Lora Kimball
Support Manager
Read more
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