Freshdesk vs Zendesk
Last updated: July 22, 2017
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.
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
Latest news about Freshdesk and Zendesk:
22.07.17. Freshdesk acquires chatbot startup Joe Hukum. 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 alternative services. 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.
04.01.17. Freshdesk acquired data integration startup Pipemonk. Freskdesk has acquired Banglaore-based startup Pipemonk that helps companies move data between cloud applications such as CRM, eCommerce, marketing and help desk services. The latter is particularly important to Freshdesk, whose primary products include customer service and help desk offerings. Pipemonk gives Freshdesk more than simply a generic way to automate the flow of data between services. It will have practical application in-house, helping pull together the half dozen services, Freshdesk has acquired in a mini shopping binge over the last 16 months.
02.11.16. Customer service app Freshdesk scores $55 million. Freshdesk has got $55 million to move beyond the pure customer service app. The company is looking to aggressively expand across the entire product line, and this money gives them plenty of space to do that. While they don’t intend to build a data product like Zendesk recently announced, that doesn’t mean the company doesn’t have big plans to use the data it collects in its products to deliver smarter, more data-driven functionality. In fact, they have been working on adding more intelligence to their products in 2017, even before the new funding. Ideally, the software can assist the agent to take the most reasonable course of action to help a customer, whether that customer is external or internal.
27.10.16. Zendesk expands beyond the help desk. Customer service app Zendesk unveiled a new product Zendesk Explore that provides analytics to measure and understand the entire customer experience. With Zendesk Explore, you get instant access to the customer analytics that matter—and the deeper understanding of your customers and business that comes with it. It's taking data from Zendesk’s myriad tools or third-party systems like customer data in Salesforce, buying history in Shopify or web analytics from Google Analytics and pulling it all together into one central place. It can deliver this information, regardless of role to get a much fuller view of the customer than you can get with bits of information trapped inside application silos.
03.05.16. Zendesk introduced Zendesk Message. Zendesk, the leading customer support software, adds the new feature - Message - the messaging product that helps businesses engage customers on their favorite messaging platforms. The first of these messaging platforms is Facebook Messenger. Zendesk Message is easy to use and designed specifically for messaging. Since messaging interactions tend to occur in short bursts, we made it easy for agents to move quickly from one conversation to the next, while keeping it easy to assign, own, and resolve conversations. Agents will be able to easily reference important events in a long conversation stream with features like timeline.
14.10.15. Zendesk acquired Business Intelligence service BIME Analytics. Customer support giant Zendesk has acquired BIME Analytics for $45 million. BIME Analytics is a business intelligence startup with a software-as-a-service approach. It turns data from many different sources into trends and insights. The startup provides dozens of data connectors in order to aggregate data from multiple sources — Bigquery, CSV, Excel, Intercom, Google Analytics, Salesforce and more. You can name a data point for business intelligence purposes, and chances are BIME already supports it. Then you can create interactive dashboards, advanced visualizations or exploit the results using SQL queries. Everything is fast and distributed, you won’t have to manage servers to do these data manipulations.
20.11.14. New Zendesk Voice raises the bar for phone support. Helpdesk service Zendesk updated its phone support feature Zendesk Voice. The new version, built upon the Twilio platform, is now available in 39 countries. Leveraging Twilio’s global network of data centers, calls are delivered quickly and clearly. You can launch a call center in minutes by using built-in functionality that allows agents to make and receive calls from within the browser, or forward calls to another line. By bringing customer information, contact history and internal knowledge bases right into the agent desktop, providing phone support has never been easier.
27.06.14. Zendesk adds business intelligence tool. Cloud-based customer service app Zendesk has released a new feature called Zendesk Insights that purports to give companies a deeper understanding of their customer interactions, using data culled from simply working with the Zendesk service. This new tool gives access to pre-built dashboards that provide insights based on their industry, so, for example, if your industry average customer satisfaction score is 85 and yours is 80, you need to work on improving that. According to Sam Boonin, who is VP of products at Zendesk, this as a differentiator from competitors, whom he claimed only provide operational reporting, whereas Insights provides operational and behavioral data, thereby giving Zendesk an advantage.
2013. Zendesk and HootSuite will help to survive in case of Zombie apocalypse. 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 launched new self-service portal. Customer support gurus from Zendesk have come to the conclusion (from their own experience) that most customers prefer to use self-service tools and quickly find the answer to their questions, rather than email/call support. That's why they developed (as they say) the world's best self-service portal Zendesk Help Center. It combines support forums (customer community), knowledge base and customer spaces, where they can send private or public requests. It supports mobile access (both for clients and tech support staff) and provides integration with social networks Facebook and Twitter. And the coolest feature of the new tool is the template editor that allows you to "seamlessly" integrate self-service portal in your website. You can choose a template from the library and edit it at the HTML level.
2013. Zendesk and amoCRM call SaaS vendors to integrate. 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.
2013. Zendesk for iPad - Built For Mountains. If you watch almost any promotional video about today's IT systems (for example the latest movie by Salesforce) - you'll see that people now work everywhere - on the street, in the subway, in the park, on the beach, in the woods, on the mountain, on a boat, on the snow - anywhere. Have you seen this in the real life? No? Me too. Zendesk (the SaaS service helping to support customers) makes fun on this trend. They released the new mobile app for the iPad together with the epic video (watch it). And the bonus (below): Harlem Shake (Zendesk Edition):
2012. Freshdesk gamifies Customer Service. Gamification has finally reached customer support space. And this is good, because tech support agents often ask themselves "Why am I doing this job?" after talking with some tough customers, and an the extra motivation (via game mechanics) can help them in such moments. One of the pioneers in helpdesk gamification is Freshdesk. They have inbuilt the classical game mechanics into their solution: it awards points based on several factors, including the amount of time it takes to close a ticket, whether an issue is resolved in one call, and customer satisfaction. Points can be tracked through internal leaderboards, and agents will be able to rise through several levels, starting with “Support Newbie” and rising to “Support Guru”. It's interesting that (already super-popular) Freshdesk was founded last year by former Zoho top manager Girish Mathrubootham (who led the development of ManageEngine). He decided to leave his comfortable place at Zoho and create the own startup after reading one brief comment under the news that Zendesk raises prices for its helpdesk-service. Here is this story.
2012. Why Helpdesk should be Social?. Today's Friday post is dedicated to support agents and those who organize helpdesk service. Here are two interesting stories about why the customer support system should be social. The first story was created by the guys from the helpdesk-service Zendesk (watch video). It's about the support agent who is always hanging on the phone, repeating the same phrases and answering the same questions. The second story is pitched by IBM with really scary title - "The Man Without Email". Here is he:
2009. Web-based helpdesk dream team. Three web-based support applications: SaaS ticketing system Zendesk, internal issue tracker JIRA, and customer service platform Get Satisfaction — are now integrated. Much of this mashup functionality was created independently by each of these three vendors. The first link was the release of Zendesk's plugin for JIRA. The plugin allows anyone to draw in tickets in to the tracker, while any updates within JIRA will be automatically mirrored in your Zendesk. The second link is the Zendesk and Get Satisfaction integration plugin. It enables you to send and edit Zendesk support tickets without ever leaving your Get Satisfaction. The result is a smooth connection between a public support tool, an individualized helpdesk, and an enterprise issue tracker. Together, the trio makes up a powerful set of tools for responding to customers in either a public or private forum.
2009. ZenDesk unveils iPhone App Heldesk. ZenDesk, SaaS helpdesk solution, is now offering a new embeddable drop box solution to give iPhone and Android developers customer support directly in their apps. With the current influx of application development, and the need to serve international mobile audiences, subscription-based service ZenDesk is providing another pipeline for company support. This new mobile offering alleviates the need for application developers to create their own forms. That being said, can we really expect mobile app audiences to walk a company through its bugs? Especially when the products retail for $3 dollars or less?
2009. Zendesk gets funding, comes to US. Zendesk, on-demand help desk system, has raised an undisclosed Series A round of funding which it intends to use to expand its customer base worldwide, starting with the opening of new headquarters in Boston. That move makes sense because apparently over 70% of its customers are currently located in the United States. Zendesk is a web-based, SaaS-delivered help desk / support ticketing solution that gives companies, big or small, a simple way to manage incoming support requests from end customers. The aptly-named startup is delivering its hosted help desk system, which can be set up in just a matter of minutes, to a wide range of customers, including some familiar names like Rackspace, Condé Nast, MAXroam, Twitter, MSNBC and Scribd.
2008. Zendesk: SaaS Help Desk. Danish startup Zendesk is a SaaS delivered help desk solution that provides a backend service for small to medium sized help desks. It's been designed from the ground up as a pure play help desk solution and so it has features specifically for this use. Like other SaaS offerings, Zendesk offers significant cost savings when compared to its more traditional installed competitors.
2008. ZenDesk Simplifies the Help Desk Support System. ZenDesk is a help desk management tool, with a consumer-facing front end for users and an administrative back end that allows you to manage support-related projects. There are a number of similar tools out there, but ZenDesk hopes to stand apart from the crowd with its rather fluid management system, which enables you to organize projects according to your needs and preferences, avoiding the rigid categorization found with most help desk services.