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Freshservice vs Zendesk
May 19, 2023 | Author: Michael Stromann
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IT Service desk that's actually simple. Modernize IT and other business functions with a refreshingly easy-
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Zendesk is web-based help desk software with an elegant support ticket system & a self-service customer support platform. Agile, smart and convenient.
Freshservice and Zendesk are popular help desk and IT service management (ITSM) platforms with their own distinct features and capabilities:
1. Ticket Management: Both Freshservice and Zendesk offer robust ticket management systems, allowing you to efficiently track, prioritize, and resolve customer or internal support requests. They provide customizable ticket workflows, automation rules, and collaboration features to streamline the support process.
2. Self-Service Portals: Zendesk is known for its customizable and user-friendly self-service portals, empowering customers to find answers to their questions or submit tickets independently. Freshservice also offers self-service capabilities, including a knowledge base and community forums, enabling customers to resolve issues on their own.
3. Asset Management: Freshservice stands out with its comprehensive IT asset management features, allowing you to track and manage hardware and software assets throughout their lifecycle. It provides features like asset discovery, inventory management, and software license management. While Zendesk offers basic asset management capabilities, it may not be as robust as Freshservice in this aspect.
4. ITIL Compliance: Freshservice is built with ITIL (Information Technology Infrastructure Library) best practices in mind and offers extensive ITIL-aligned features, such as incident management, change management, problem management, and service catalog. Zendesk, on the other hand, provides flexibility in configuring workflows to align with ITIL practices but does not have native ITIL-focused modules.
5. Integration and Marketplace: Zendesk has a vast marketplace with numerous integrations and apps, allowing you to extend its functionality and connect with other tools in your tech stack. Freshservice also offers integrations but may have a slightly more limited selection compared to Zendesk's extensive ecosystem.
See also: Top 10 IT Service Desk software
1. Ticket Management: Both Freshservice and Zendesk offer robust ticket management systems, allowing you to efficiently track, prioritize, and resolve customer or internal support requests. They provide customizable ticket workflows, automation rules, and collaboration features to streamline the support process.
2. Self-Service Portals: Zendesk is known for its customizable and user-friendly self-service portals, empowering customers to find answers to their questions or submit tickets independently. Freshservice also offers self-service capabilities, including a knowledge base and community forums, enabling customers to resolve issues on their own.
3. Asset Management: Freshservice stands out with its comprehensive IT asset management features, allowing you to track and manage hardware and software assets throughout their lifecycle. It provides features like asset discovery, inventory management, and software license management. While Zendesk offers basic asset management capabilities, it may not be as robust as Freshservice in this aspect.
4. ITIL Compliance: Freshservice is built with ITIL (Information Technology Infrastructure Library) best practices in mind and offers extensive ITIL-aligned features, such as incident management, change management, problem management, and service catalog. Zendesk, on the other hand, provides flexibility in configuring workflows to align with ITIL practices but does not have native ITIL-focused modules.
5. Integration and Marketplace: Zendesk has a vast marketplace with numerous integrations and apps, allowing you to extend its functionality and connect with other tools in your tech stack. Freshservice also offers integrations but may have a slightly more limited selection compared to Zendesk's extensive ecosystem.
See also: Top 10 IT Service Desk software
Freshservice vs Zendesk in our news:
2022. Zendesk is acquired for $10.2B
Zendesk made a significant decision in February when it rejected a $17 billion acquisition offer, confident in its higher valuation. However, the circumstances have changed, and today the company has been acquired by a consortium of private equity firms for $10.2 billion, considerably lower than the initial proposal. The evolving landscape of the SaaS market in recent months has placed Zendesk amidst a whirlwind of investor drama. In a recent development, the company opted to remain independent, causing a sharp decline in its stock price.
2021. Zendesk acquires AI automation startup Cleverly to advance customer service
Zendesk has recently revealed its acquisition of Cleverly, an early-stage artificial intelligence startup. Cleverly offers an advanced product platform equipped with various AI-powered features. This includes a triage function that automatically assigns relevant tags to incoming service requests, facilitating efficient workflow categorization. Moreover, Cleverly provides AI-powered human augmentation through its agent assist capability, which assists customer service agents in delivering accurate responses to inquiries. Cleverly's technology seamlessly integrates with Zendesk and Salesforce, enabling enhanced customer support experiences for businesses leveraging these platforms.
2020. Zendesk’s latest tools designed to give fuller view of the customer
Two years ago, Zendesk, a well-known provider of help desk software, expanded into CRM with its acquisition of Base. Shortly after, the company introduced the Sunshine platform, enabling customers to develop applications on top of the Zendesk platform. Since then, Zendesk has been actively integrating the CRM tool into its platform, and today's announcement focuses on offering Zendesk users a more comprehensive understanding of their customers. With access to extensive data from customer interactions with the help desk, Zendesk can provide valuable insights into customer preferences and behaviors.
2018. Zendesk launched customer service app builder
Zendesk has introduced Zendesk Sunshine, a new platform designed for developing customer-centric applications utilizing Zendesk's toolset. This platform enables companies to create custom apps, primarily focused on customer experience and relationship management, which are hosted on AWS and have access to a wide range of AWS services. All applications built on the Sunshine platform rely on it for seamless information sharing. The primary goal of this approach is to empower Zendesk customers to leverage the data they collect within Zendesk as a natural outcome of their workflow. While initially targeted towards Zendesk customers, independent developers may also have the opportunity to work on the platform in the future. Zendesk Sunshine aims to enhance customer service capabilities by providing a flexible and scalable platform for building tailored applications and harnessing valuable data within the Zendesk ecosystem.
2018. Zendesk launched enterprise content management platform
Zendesk has introduced Guide Enterprise, a new enterprise content management product specifically designed for large customer service organizations. This solution aims to provide these organizations with a knowledge base and a content management platform for effective editorial planning and review. The primary goal is to empower customer service representatives to document solutions to encountered problems, thus building a robust knowledge base as an integral part of their daily workflow. By accessing their colleagues' notes, representatives can avoid reinventing the wheel and contribute to the permanent knowledge base through editorial review. This way, when customers visit the website or app, they can access solutions to common issues without immediate human assistance. The platform also incorporates reminders to regularly review and update the content, ensuring the knowledge base remains up-to-date while eliminating outdated information.
2016. Zendesk expands beyond the help desk
Zendesk, a customer service app, has introduced a new product called Zendesk Explore, which offers comprehensive analytics for measuring and understanding the entire customer experience. With Zendesk Explore, you gain immediate access to valuable customer analytics, enabling a deeper understanding of both your customers and your business. This tool consolidates data from various sources, including Zendesk's range of tools and third-party systems such as Salesforce for customer data, Shopify for buying history, and Google Analytics for web analytics. By aggregating this information into a centralized location, Zendesk Explore provides a holistic view of the customer, surpassing the limitations of fragmented data trapped within application silos. This empowers users in any role to gain a more comprehensive understanding of their customers.
2016. Zendesk introduced Zendesk Message
The prominent customer support software, Zendesk, has introduced a new feature called "Message." This messaging product enables businesses to actively engage with customers on their preferred messaging platforms. Initially, Zendesk Message integrates with Facebook Messenger. With a user-friendly interface and a focus on messaging, Zendesk Message streamlines the process of handling customer interactions. Recognizing that messaging conversations often occur in brief bursts, we have designed the system to enable agents to swiftly transition from one conversation to another while maintaining the ease of assigning, taking ownership of, and resolving conversations. Additionally, agents will find it effortless to refer to significant events within lengthy conversation streams using features such as the timeline.
2015. Zendesk acquired Business Intelligence service BIME Analytics
Customer support giant Zendesk has completed the acquisition of BIME Analytics for a total of $45 million. BIME Analytics, a business intelligence startup, employs a software-as-a-service approach to transform data from diverse sources into valuable trends and insights. The startup offers a wide range of data connectors, including Bigquery, CSV, Excel, Intercom, Google Analytics, Salesforce, and more, enabling the aggregation of data from multiple sources. BIME Analytics supports a vast array of data points for business intelligence purposes, empowering users to generate interactive dashboards, advanced visualizations, and exploit the outcomes through SQL queries. Notably, the entire process is swift and distributed, eliminating the need for server management for these data manipulations.
2014. New Zendesk Voice raises the bar for phone support
Zendesk, a helpdesk service, has recently updated its phone support feature, Zendesk Voice. The new version, built on the Twilio platform, is now accessible in 39 countries. By utilizing Twilio's extensive network of data centers, calls are efficiently and clearly transmitted. With the built-in functionality, you can set up a call center within minutes, enabling agents to make and receive calls directly from their browser or forward calls to another line. The integration of customer information, contact history, and internal knowledge bases directly into the agent desktop streamlines the process of providing phone support, making it more convenient than ever before.
2014. Zendesk adds business intelligence tool
Cloud-based customer service application Zendesk has introduced a new feature named Zendesk Insights. This feature aims to offer companies a deeper understanding of their customer interactions by leveraging data derived from their utilization of the Zendesk service. With this tool, users gain access to pre-built dashboards that provide industry-specific insights. For instance, if the average customer satisfaction score within your industry is 85 while yours stands at 80, it indicates the need for improvement in that aspect. According to Sam Boonin, the VP of Products at Zendesk, this feature sets them apart from competitors who only provide operational reporting. In contrast, Zendesk Insights offers both operational and behavioral data, granting Zendesk a competitive edge in the market.
