Freshdesk vs Zendesk


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Freshdesk
Freshdesk was built ground-up to make your agents’ lives better. That is why you will find intelligent capabilities out-of-the-box, that automatically categorize, prioritize and dispatch your tickets, and even suggest the best solutions when you get one. Freshdesk free open-source alternatives are osTicket, OTRS, Mantis.
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Zendesk
Zendesk is web-based help desk software with an elegant support ticket system & a self-service customer support platform. Agile, smart and convenient. Zendesk free open-source alternatives are osTicket, OTRS, Mantis
Comparing Freshdesk vs Zendesk is like comparing apples to oranges. Because your business is unique and nobody except you can decide, which is better for your company. But we can add some fun to your research and suggest some new comparison parameters.

Let's start with videos. We think that Zendesk has better video than Freshdesk



Ok, now let's compare the UI. Looks like Zendesk has more user-friendly interface than Freshdesk because it's bigger. At least on our screenshots


To compare the popularity of the solutions we counted how many alternatives people search for each of them on the Internet. And it turns out that Zendesk is more popular than Freshdesk

Now let's look at the recent activities of our competitors:

- Freshdesk acquires chatbot startup Joe Hukum (in 2017)
- Freshdesk acquired data integration startup Pipemonk (in 2017)
- Customer service app Freshdesk scores $55 million (in 2016)
- Zendesk expands beyond the help desk (in 2016)
- Zendesk introduced Zendesk Message (in 2016)
- Zendesk acquired Business Intelligence service BIME Analytics (in 2015)
- New Zendesk Voice raises the bar for phone support (in 2014)
- Zendesk adds business intelligence tool (in 2014)
- Zendesk and HootSuite will help to survive in case of Zombie apocalypse (in 2013)
- Zendesk launched new self-service portal (in 2013)

Looks like Zendesk was recently more active than Freshdesk (at least in our news). We also found some news, in which Freshdesk and Zendesk meet head to head:

2017 - Freshdesk acquires chatbot startup Joe Hukum. Zendesk keeps calm


Help desk service Freshdesk has acquired Joe Hukum, a startup out of India that offers a platform for businesses to build their own chatbots. Joe Hukum, formerly known as Speedy, was originally focused more on building its own personal assistant / concierge app to help people order goods and services before pivoting to present the service as a platform for building bots for other businesses. Joe Hukum’s knowledge tree coding has been built to automates sales, service and support workflows, and so the team from the startup will be building bots on top of existing Freshworks products to help it stand out over Zendesk. The deal underscores the continuing interest in chatbots that we’re seeing from the world of customer support: companies are looking for more efficient and less expensive ways to provide basic information and help to their customers, and many have their sights set on chatbots as a viable solution, notwithstanding that a lot of what is being built right now still in its very early stages.

2013 - Zendesk and HootSuite will help to survive in case of Zombie apocalypse to win over Freshdesk



On the eve of the Halloween Zendesk (SaaS service for customer support) and HootSuite (social media scanner) propose to think together about the important things. After all, the latest movies about zombies (in particular "World War Z") let us know one simple and terrible truth: Zombie apocalypse can happen any day. And the humanity can survive only thanks to proper sharing and using information. That is why, every IT company should think about how it could help. For example, Zendesk will help crysis organizations to support citizens and answer their questions about how to fight zombies. And even when all support staff die - the online knowledge base with the most frequently asked questions will work. (Watch video above). And HootSuite will notify you about  the Zombie apocalypse explosion, give you useful information and updates on #zombie hashtag, show you places on the map where alive and dead concentrate, by the number of posts from these areas. Watch the video:



2013 - Zendesk and amoCRM call SaaS vendors to integrate to stand out over Freshdesk



We won't hide the fact that SaaS has the integration problem. Thanks to SaaS technology hundreds of thousands new business apps appeared on the market and many of them do their job very effectively. But if a company uses several effective (but separate) apps, it may face situations like in the new Zendesk video. Three departments (sales, support and the engineer on scooter) are trying to solve one customer's issue. They use three different systems in which the same customer has a different ID, different communication history and different priority. So, what to do? Integrate and increase the value of each separate SaaS service! Zendesk Apps directory already includes more than a hundred of applications and one of the latest Zendesk partners is amoCRM, that tries to do the same thing.

amoCRM is also building its own integration platform and app directory. Besides Zendesk, they also connect with Dropbox, Mailchimp, WuFoo, Facebook, Bitrix and other solutions. In the near future they are going to release integration modules with most popular PBX systems: Asterisk and OnlinePBX.