Zendesk vs Freshdesk

All good companies know that selling is only half of the battle. If you want to maintain loyal customers, you have to keep them happy with your service and help them solve their problems. Help desk software services like Zendesk and Freshdesk are designed to make this job easier, especially for the people in the IT and customer service departments. Zendesk and Freshdesk are currently two of the most popular help desk software services. In the article below, we will see the comparisons between Zendesk vs Freshdesk to help you choose the best solution. They both offer online cloud-based ticket management at accessible price ranges, but they do have some differences in pricing, infrastructure, communication channels, as well as analytics and reporting.

Information Technology Infrastructure Library (ITIL)
The first thing to consider when choosing between Zendesk vs Freshdesk is whether you need to adhere to Information Technology Infrastructure Library (ITIL) or not. ITIL is a set of guidelines that regulate “the best practices” in IT service management, published in a series of five volumes to cover the different stages of the IT service management lifecycle.

A large-scale business that needs to worry about service-level agreements (SLAs) and hence needs to adhere to ITIL should choose Freshdesk. This service comes with ITIL-aligned management capabilities. However, ITIL is quite limiting in some aspects. For example, it does not explain about customer services requests that are sent through social media; although Freshdesk does include social network ticketing, the mechanism is not very intuitive and integrated.

However, if you don’t need to adhere to ITIL or if you just don’t care about it, you can choose Zendesk, which does not have ITIL-aligned management capabilities but comes with more flexible features. One great thing about Zendesk is that it features a fully integrated social network ticketing. Considering that social media is now an ever-growing component of modern customer support, Zendesk is probably a more effective choice that is without the constraints of ITIL.

User Interface and Resources
Zendesk seems to prioritize customizability in its approach for knowledge base. It allows every business to create their own Self-Service Community that includes community forums, a knowledge base, and a 24/7 customer support portal. The Self-Service Community is accessible via web browser, Facebook, and Twitter. Email, phone, and chat supports are available, but only if you subscribe to the Professional or Enterprise plan.

Zendesk’s user interface is also nicely customizable. You can adjust the theme to suit your business’s brand. The interface is simple yet effective and efficient. You can easily see recent and unsolved tickets, along with other information including ticket expiration date.

On the other hand, Freshdesk also has a comprehensive list of features for its knowledge base, including FAQs, product tutorials, technical documentation, and tips. It can also show suggestions whenever a customer creates a ticket. There is an embedded GIF functionality which makes the knowledge base articles a little more fun.

Freshdesk’s user interface is ‘gamified’ in the form of Freshdesk Arcade. This is a productivity app that takes tickets as “quests” and awards points and tickets in order to encourage your employees to work more swiftly and more accurately. Freshdesk’s front-end is almost entirely customizable, but the dashboard is not so.

Ticket Management
In terms of ticket management, Zendesk vs Freshdesk are both quite impressive. Zendesk’s ticketing interface accommodates all phone call, email, live chat, and help center search, and social media questions in a single view. The interface does highlight conversations that require immediate attention to make things easier for you. It also shows which support agents that handle the tickets, and it allows support agents to handle multiple tickets at once.

Zendesk tracks all ticketing data for reporting and analytics. In addition, it also has editable ticket views with notes, but unfortunately it lacks a WYSIWYG editor. There are automated tools called Triggers to streamline workflows.

On the other hand, Freshdesk’s ticket management is very good. Tickets are very simple to generate and manage. You can assign those tickets to individual agents or in bulks. In addition, it has a dedicated call center, unlimited email ticketing, private notes on tickets, and a rich WYSIWYG text editor. It also has “agent collision detection” in the team inboxes which prevents multiple support agents overlapping on the same ticket. Freshdesk comes with a lot of integrations, and it also supports automated responses.

Reporting and Analytics
Nearly all modern business departments nowadays can benefit from reporting and analytics. It will allow you to understand better where your agents are failing and succeeding, peak complaint times, common ticket types, product weaknesses, and customer satisfaction. Now, let’s see the reporting and analytics features of Zendesk vs Freshdesk.

Zendesk comes with a powerful reporting module which tracks and collects data from tickets, channels, agent performance, and customer satisfaction. Most of the reports are dynamic; you can apply filters on the responsive dashboards to explore the data further and find new discoveries. The benchmark module enables you to compare your team and customers to the industry and global benchmarks. There are some integrated survey tools available through the SurveyMonkey integration for evaluating customer satisfaction.

Freshdesk also comes with great reporting features. Note that some of the reporting features also support ITIL and SLAs. For example, the “At A Glance” report gives you a quick view over important metrics including response time and SLAs violations. Meanwhile, the Summary report allows you to dive deep into every ticket handled by any agent within the set time period. You can see top performers based on the channel type. Furthermore, Freshdesk has its own survey tools to evaluate customer satisfaction.

Zendesk is available in four different subscription tiers. The subscription fees do not include voice calling and live chat fees. Unlimited users and a free trialare available in the Professional and Enterprise plans.
– The basic Essential plan costs $9 per agent per month (billed monthly) or $5 per agent per month (billed annually). This plan already provides unlimited email and social channels, a standard knowledge base, a web widget, an SDK, and predefined responses/macros for up to five agents.
– The Team plan costs $19 per month for up to 10 users. It adds a branded help center, business rules, a customer portal, a public apps marketplace, and performance dashboards.
– The Premium plan costs $49 per month and adds multilingual content, community forums, and analytics.
– The Enterprise plan costs $99 per month and adds additional forms, controls, and custom agent roles.

Freshdesk also provides four subscription tiers. However, Freshdesk already provides 24/7 email support, knowledge base, and live chat without additional fees. The live chat is available in all tiers except the basic tier.
– The basic Blossom tier costs $16 per agent per month, and it already includes community forums, social channels, and the gaming mechanic.
– The Garden tier costs $25 per agent per month, and adds multiple products and locations in addition to the live chat.
– The Estate tier costs $40 per agent per month to provide portal customization, custom agent roles, and enterprise reports.
– The Forest tier costs $70 per agent per month to provide custom email servers and IP whitelisting.

- Does not comply to ITIL- Supports ITIL compliance
- Fully integrated social media module- The social media component is not intuitive
- Great customizability, but lacks a WYSIWYG editor- Good customizability, has a WYSIWYG editor
- SurveyMonkey integration for surveys and analytics- Has its own tools which support ITIL and SLAs tracking
- Additional fees for voice calling and live chat- Doesn’t charge any additional fee for 24/7 email support, knowledge base, and live chat

If you don’t need ITIL compliance, Zendesk is generally more recommended. This is because of the excellent interface usability and customizability. In addition, it has a powerful social ticketing component and asset management. However, if you need ITIL compliance or if you prefer to minimize your expenses, Freshdesk is probably a more suitable choice due to the excellent ITIL integration and free 24/7 email support, knowledge base, and live chat.

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