Zoho Vs Freshdesk 2023: Which Is Right For Your Business?

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Zoho

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Freshdesk

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Pricing $8 $15/month
Best for

Zoho Desk is an omnichannel customer care solution that enables companies to manage customer support operations easily. Managers can assign, configure, and monitor help desk ticket notifications. Item

Someone who needs multi-channel communication methods to get friendly customer support

Features
  • Calendar/Reminder System
  • Internal Chat Integration
  • Marketing Automation
  • Email Integration
  • Customer DataBase
  • Customer DataBase
Pros/Advantags
  • Gamification is an excellent approach to motivating sales team members to exert more effort.
  • Free plan is suitable for the essentials.
  • Zia automates several of your chores.
  • Alerts/Escalation
  • Seamless Integration
  • Free Plan
Cons
  • Customer support is not always straightforward to reach.
  • Support could be better
Ease of Use

Zoho CRM is just so easy and intuitive, and it satisfied every one of our requirements. It saves a ton of time and really allows us to have smooth, quick interactions with customers, allowing to fit in more work per day.

With Freshdesk, you can handle queries from multiple communication channels like email, phone and social media from a single unified database.

Value For Money

Zoho CRM continues to be a pick, providing superb value with easy-to-use marketing and reporting tools, versatile integrations, and an excellent user experience.

Freshdesk has every feature that goes with its plan. The free plan is a plus.

Customer Support

Customer support is not always straightforward to reach.

Customer support needs improvement in few areas.

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Looking for an Unbiased Zoho Vs Freshdesk 2023 Comparison, Don’t Worry, I got you covered.

As the complexity of customer assistance increases, the need for the finest help desk software is at an all-time high.

There are hundreds of products on the market, but there are only two prominent players: Freshdesk and Zoho Desk. Since both of these products provide comparable capabilities and are priced similarly, choosing between them may be the most difficult choice you will ever face.

So which is superior and deserving of your money? I’ve made this Zoho Desk and Freshdesk comparison blog to resolve this long-running dispute and assist you in making the proper choice. We will examine their overall capabilities, features, and costs to determine which program will serve you best. 

So, let us begin.

What Is Freshdesk? – All You Need To Know Before Comparing

Freshdesk is cloud-based IT help desk software that serves as your company’s primary point of contact for customer service. It helps you to monitor and handle incoming tickets from several channels in a single view, offers omnichannel support, communicates with multiple teams, and automates repetitive operations.

Freshdesk review home

Freshdesk features fantastic capabilities that may function as an incident management system, allowing you to remain on top of client inquiries and provide fast assistance at every stage.

With its universal inbox, Freshdesk offers the simplest IT ticketing solution. Customer complaints from every channel, including email, social media, and live chat, are channeled via a single dashboard, ensuring that nothing falls through the gaps.

Freshdesk, in contrast to other help desk ticketing software, promotes collaborative ticketing. The team inbox enables you to organize tickets by keyword, filter them by specified attributes, and assign tasks to certain agents or groups.

Freshdesk’s help desk software also includes preset replies, ticket merging, an activity log, and a field service ticketing function that enables you to mark problems needing field visits.

Freshdesk provides many collaboration solutions that ease and accelerate the work process. With Freshconnect, agents may discuss resolution options for their peers’ jobs.

This simplifies The management and reporting of ticket statuses and expedites the resolution of problems. Shared ownership lets agents collaborate on tickets and track their progress and modifications.

The Freshdesk support desk provides an impressive array of automation capabilities. Powered by strong AI, they are extremely scalable and simple to deploy and administer.

They are an effective approach for automatically categorizing, prioritizing, and tracking tickets. You may eliminate mundane duties and concentrate on more complicated concerns with them.

Freshdesk evaluates all client inquiries, ranks them in order of importance, sorts them based on where and why consumers contacted you and automatically assigned them to the most qualified employees.

What Is Zoho? – All You Need To Know Before Comparing

The Zoho SaaS provider markets Zoho Desk as the first “context-aware” solution for customer care and support. Every client encounter Zoho offers is supported by rich data insights, allowing for more tailored relationships.

Zoho Desk is fundamentally an omnichannel help desk and customer support solution that enables company owners to manage discussions across several channels, including email, phone, chat, and social media. In addition, you may automate repetitive manual operations for your teams and allocate specialized duties to staff members to increase efficiency.

Zoho Desk

 

Thanks to REST APIs, Zoho Desk connects smoothly with various digital tools, and SDKs allow you to develop your own internal applications for the help desk ecosystem. In addition, there is access to essential trending tools, such as AI-enhanced self-service knowledgebases and Zia, an AI-powered assistant that provides intelligent insights.

The core of Zoho Desk is an omnichannel ticketing solution that gathers and simplifies customer support issues throughout your entire ecosystem. The Ticketing system software provides users with the necessary context for resolving concerns and enables employees to prioritize and automate operations.

The omnichannel ticketing system is advantageous because it gathers support tickets from many channels and organizes them in a single interface, allowing for complete context and quick replies.

Blueprint is the integrated automation environment for your Zoho Desk purpose. It enables businesses to automate key essential processes. Automation may help you continue to serve your audience with the same speed and efficiency as your organization expands.

Blueprint is an easy-to-use visual automation builder that allows anybody to begin constructing automation immediately.

The Drag-and-drop technology enables users to construct action sequences in a few seconds. In addition, you may personalize every aspect of the processes you create, right down to the last step, to guarantee that your firm stays distinctive.

 

Differences Between Zoho and Freshdesk

  • Compatible devices: Freshdesk is accessible through Android, the web, Windows mobile, and the iPhone/iPad. On the other hand, Zoho desk is compatible with Windows, iPhone, web-based, Android, and Mac devices.
  • Suitability: While Freshdesk is excellent for all types and sizes of businesses, Zoho desk is ideal for customer-centric businesses with many customer contacts.
  • Company details: Freshworks established Freshdesk in 2011. In contrast, the Zoho desk was created by the company in 1996.

Zoho Vs Freshdesk: Comparison

Customer Support:

Zoho –

Zoho Desk provides human help 24 hours per day, 5 days per week. This may be a significant problem if your organization is open seven days a week. To get premium or enterprise support (24/7 help), an extra 20% to 25% of your licensing charge is required. In addition, you will only get a technical account manager with the Enterprise plan.

Even if you must pay extra for personal assistance, you may use Zoho’s large help center at no cost. You may locate pertinent information on subjects such as webinars, integrations, documentation, and the most recent product upgrades and features.

If you cannot locate the answers you need, you may send an email to their help email account. Users can now access Zoho via Twitter, YouTube, and LinkedIn accounts.

Freshdesk –

Freshdesk provides a dedicated email and a phone line for assistance. Even when offering consumers interactive support information, this organization performs well.

As a Freshdesk user, you can access a wide video collection containing essential information. You may see interactive videos on a variety of subjects, including the creation of knowledge base articles, the configuration of a multilingual knowledge base, the use of scripted replies, and more.

In addition, if you are a new user of Freshdesk, you may enroll your support agents in the Freshworks Academy, where they can acquire new skills, get certified, and join their community. On the Freshworks community forum, you may also submit questions and tips and connect with other users.

Automation:

Zoho –

Zoho Desk can assist in automating the routing of tickets. You may configure assignment rules to guarantee tickets are assigned to the appropriate agents or departments. This will save managers time and effort, allowing them to concentrate on crucial duties.

You may also manage SLAs by giving agents automatic notifications or reminders. Zoho Desk, like Freshdesk, includes AI technology called Zia. Zia may communicate with your customers, distribute pertinent articles from your knowledge library, auto-tag tickets, and assist with sentiment analysis.

Even automatic communications might be sent to consumers to inform them on the status of their issues.

Freshdesk –

Freshdesk delivers AI-powered automation to simplify the operations of your employees. The application may automatically prioritize tickets and allocate them to the most qualified team members.

Freddy, Freshdesk’s artificial intelligence, may assist your team to surpass laborious and repetitive chores. For instance, Freddy may automatically recommend ticket fields or labels for new tickets based on his knowledge of earlier tickets.

With chatbots powered by AI, your company can provide rapid and accurate responses to inquiries posed by prospective and current clients. Agents may even transform their ticket replies into knowledge base articles.

Reporting and Analysis:

Zoho –

Zoho Desk provides comprehensive reports for understanding and enhancing team performance. The reporting dashboard has a clean appearance and provides your team with important information.

Using the Reporting Overview, you may examine an overview of your desired help desk data and identify trends in incoming requests.

Customer service agents may instantly check their backlog or pending requests from the last week and the ratings given by consumers. On the other side, help desk administrators may determine which channels are most popular with customers and compare ticket response and resolution times for any particular period.

Freshdesk –

Freshdesk’s built-in reports provide a comprehensive overview of your support activities. You won’t have trouble identifying KPIs relevant to your organization since the reporting interface is rather basic.

With Freshdesk, it is simple to see unassigned tickets so that your team knows which issues need a response. Support managers may also track the average initial response time and the proportion of tickets that are resolved in accordance with the SLAs.

In contrast to Zoho Desk, Freshdesk excels in customizable reporting. Agents may generate insightful reports by dragging and dropping widgets from their widget library.

Knowledgebase:

Zoho –

Zoho Desk, unlike Freshdesk, enables the creation of a multi-brand assistance center. What does it imply? It implies that you may entirely modify your knowledge base for each brand you support and provide unique assistance material for each brand.

You may even connect your freshly developed knowledge base to your domain and transform it into a natural extension of your brand. You can grant public access to your support material or require visitors to sign up for an account before they can view anything.

If your audience cannot locate relevant information, you may also enable them to file tickets straight from the knowledge base.

Freshdesk –

Freshdesk enables the creation of a multilingual knowledge base that supports about 42 languages and facilitates the management of a worldwide client base. Agents may evaluate one other’s support material, upload videos, photos, and files, and promote self-service in your help center.

Freshdesk, unlike Zoho Desk, allows you to save your team’s time using bulk activities. For instance, you may simultaneously modify numerous categories, articles, or folders.

Freshdesk enables you to produce SEO-optimized content, monitor the success of articles over time, and collect audience comments directly on your help pages.

Live Chat:

Zoho –

You may add a live chat window to your support center using Zoho Desk. Therefore, clients may reach out to you in seconds when they cannot locate what they are seeking.

Zoho enables you to turn chat interactions that demand more time and attention into trackable tickets. When comparing Zoho Desk with Freshdesk, you will find one additional significant difference.

When no agents can accept conversations, Zoho enables you to select a waiting period, which automatically transforms the chat into a ticket. This is an excellent method for guaranteeing that no communication is missed.

In addition, you can develop unique live chat widgets for each of your businesses, ensuring that your clients will always know you.

Freshdesk –

Freshdesk, like other help desk software, enables you to assist clients in real time through live chat. You can take this a step further by notifying clients through proactive chat messaging that your staff is accessible to assist.

Freshdesk also helps you enhance your social media message in addition, to live chat. With connectors for WhatsApp, Apple Business Chat, and Facebook, you can monitor all social media communications in one location and answer more quickly.

You may also create chatbots to answer clients’ basic questions and direct discussions to the appropriate personnel.

Ticket Management:

Zoho –

The Zoho Desk ticketing system supports many channels. Using a single interface, you may gather and manage support tickets from numerous channels, including email, phone, live chat, social media, etc..

During a Freshdesk vs. Zoho Desk comparison, you will see that Zoho Desk makes it simpler to arrange your tickets. You may filter support tickets, for instance, by urgency, customer type, priority, or ticket status. After applying the filter, the relevant tickets will display at the top of the list, allowing your agents to prioritize their work.

In addition, when Zoho Desk is integrated with Zoho CRM, agents may access pertinent client information from inside their ticketing system.

Freshdesk –

Freshdesk is a simple but robust ticketing system that facilitates real-time customer care team collaboration.

Agents may see who else is reading or responding to a ticket using the Collision Detection function. This is an excellent tool for avoiding the shame of sending repeated responses to a single consumer. You may also combine similar tickets to increase efficiency.

Freshdesk permits the creation of SLA rules so that agents know their deadlines. When tickets are left ignored, agents may get reminders or alerts, and you can even escalate them to the management automatically.

Interface:

Zoho

Although Zoho Desk has an intuitive UI, it seems somewhat old compared to Freshdesk. You may examine the discussion thread, attachments, approvals, tags, history, and more as soon as you start a support case. From the top of the page, agents may also quickly access social media profiles, chats, and communities. 

Comparing Zoho Desk vs. Freshdesk, you will see that Zoho offers more excellent UI customization choices. You may apply your company’s logo to the domain, create custom fields to hold extra information, and design your chat and email layouts.

Freshdesk –

Comparing Freshdesk vs. Zoho Desk, you will see that Freshdesk’s UI is more intuitive and attractive. The UI seems neat at first sight, and agents will have no trouble discovering critical functions.

Even if you get hundreds of requests or complaints daily, you can manage them all in one location. Multiple metrics on the screen’s right-hand side enable agents to sort and filter customer assistance tickets efficiently. They may organize and classify tickets according to priority, tags, source, date, etc.

In addition, any tickets produced through chats, phone calls, emails, social media, etc., are accessible directly from the main dashboard.

Types of Users:

Zoho –

In addition to McAfee, Godrej, Rogers, and Cummins, more prominent companies employ the excellent support desk software Zoho Desk

Zoho Desk, like Freshdesk, provides a free subscription and is thus a viable solution for businesses and freelancers seeking to provide enough assistance. Zoho Desk is a viable alternative for medium-sized businesses seeking robust automation features.

Even if you are a huge organization with a vast client base, Zoho provides almost the same functionality as Freshdesk for about half the price (for the enterprise plan). Zoho Desk may integrate your current applications, such as MailChimp, Salesforce, Slack, Trello, and Jira. 

Freshdesk –

Bridgestone, Hamleys, 7-Eleven, and tens of thousands of other well-known companies use Freshdesk, one of the top help desk technologies.

There are a few prominent companies among their clients, but the majority are small to mid-sized firms.

Since Freshdesk provides an indefinitely free subscription, it is also a viable solution for freelancers and small businesses. Freshdesk has garnered immense popularity over the years due to its user-friendliness and quick onboarding.

In addition, you may link Freshdesk with your current business applications, such as Shopify, DropBox, SurveyMonkey, MailChimp, and Jira. 

Quick Links:

Final Verdict: Zoho Vs Freshdesk 2023

Zoho Desk is comparable to Freshdesk in terms of functionality. You should consider this tool if you use other Zoho applications such as SalesIQ, Forms, Zoho CRM, etc. In addition, if you are a major organization or enterprise, “Enterprise” is less expensive and will allow you to assist a broad audience.

Therefore I would say Zoho is better than Freshdesk. 

 

Andy Thompson

Andy Thompson has been a freelance writer for a long while. She is a senior SEO and content marketing analyst at Digiexe, a digital marketing agency specializing in content and data-driven SEO. She has more than seven years of experience in digital marketing & affiliate marketing too. She likes sharing her knowledge in a wide range of domains ranging from ecommerce, startups, social media marketing, making money online, affiliate marketing to human capital management, and much more. She has been writing for several authoritative SEO, Make Money Online & digital marketing blogs like: ImageStation, & Newsmartwave

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