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In Customer Service Last updated: September 8, 2023
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Welcome to our comparison article on the best customer service software: Freshdesk vs. Zendesk.

Businesses often overlook the crucial aspect of customer satisfaction, mistakenly perceiving it as only secondary to their overall success. However, in the competitive business landscape, customer experience should serve as an indispensable catalyst throughout the sales cycle.

Imagine this scenario: You invest your hard-earned capital in a new automobile, an important acquisition for your business/household. As you proudly drive the car 🚗 out of the showroom, a sense of accomplishment and anticipation fills the air.

You navigate the showroom floors, cherishing the moment; however, what you may not realize is that the value of your purchase started depreciating the instant you left the premise. It is a well-known adage that the depreciation of a car commences the instant it leaves the showroom premise ☹️.

Subsequently, life unfolds, and unforeseen circumstances may prompt you to seek assistance from the customer service department when your beloved vehicle encounters any issues. It is during these moments that the stark reality sets in.

From delayed or unanswered customer service calls to inadequate resolutions for your queries and unexpected expenses not covered by the service warranty, these factors combine to form a damning verdict: ‘poor customer service.’ 🥹Yeah, we’ve all been there.


In the fiercely competitive business environment, this final phase can either make or break a business, determining its long-term prospects and its ability to capture any target market segment.

Why Prioritize Customer Satisfaction?

As businesses strive to meet customer expectations, both Freshdesk and Zendesk offer a wide range of functionalities to streamline and enhance customer support processes. Choosing the right customer service software can significantly impact your ability to provide efficient and satisfactory service.

Throughout this comprehensive guide, we will explore the roles of Freshdesk and Zendesk as customer service software platforms, delve into their features, and provide real-world use cases to illustrate their practical applications.

Furthermore, we will highlight the benefits of each tool, allowing you to gain an even footing on both that will help you decide which solution will be best suited to elevate your customer support operations.

Introducing Freshdesk and Zendesk


Staying true to its goal of ‘making it easy for brands to talk to their customers and make it easy for users to get in touch with businesses’; Freshdesk is a cloud-based customer support software that has gained traction amongst businesses.

In its own marketing campaign, it has vociferously claimed to be a direct competitor to Zendesk with its emphasis on simplicity, intuitiveness, and user-friendliness👍 .


Freshdesk has a slew of smart automation suites and intuitive features that empower companies to streamline their help desk support by delivering faster and more efficient redressals.

The omnichannel capabilities feature strengthens businesses to interact with customers across multiple communication channels, and the latest AI-driven chatbot features and team collaboration tools enhance productivity fostering teamwork.

Want to know more about Freshdesk? Check this to know if is Freshdesk the answer to your customer service woes.


Zendesk, on the other hand, is touted as a segment leader in cloud-based help desk management solutions. Zendesk offers a slew of application tools tailored to meet the needs of various industries, including technology, government, media, and retail sectors.

The platform has a customizable front-end portal, seamless integration to popular applications such as Salesforce and Google Analytics, and live chat capabilities.


One of the standout features of Zendesk is enabling businesses to establish a knowledge base to address common queries fostering customer engagement through online community forums.

The Zendesk Suite encompasses a range of products; including Zendesk Talk, Zendesk Explore, and Zendesk Sunshine Conversations, each designed to enhance customer support and engagement.

Freshdesk vs. Zendesk – Quick Comparison

Streamline Communication✔️✔️
In-built Ticketing System✔️✔️
Consolidate Queries✔️
Track Social Mentions✔️
Prioritize and Categorize✔️
Merge Related Tickets✔️✔️
Promote Self-Service✔️✔️
Foster Customer Engagement✔️✔️
Exceptional Self-Service✔️✔️
Reduce Support Workload✔️✔️
Build Customer Community✔️✔️

To summarize:

Freshdesk: Freshdesk is a robust customer service software platform that offers a range of functions and features designed to streamline communication, automate routine tasks, monitor performance metrics, provide self-service options to customers, answer inquiries across multiple channels, and deliver real-time assistance.

To streamline communication, Freshdesk’s free plan 🥳 provides an in-built ticketing system that consolidates queries from various channels, including email and social media, into a single unified dashboard.

Agents can receive instant notifications, track social mentions, prioritize and categorize tickets, and merge related tickets to ensure efficient issue resolution with Freshdesk.

Zendesk: Zendesk, as a powerful customer service software platform, offers functions and features designed to promote self-service capabilities, thereby fostering customer engagement using the portal.

With these comprehensive functions and purpose-driven features, businesses can deliver exceptional self-service experiences, reduce support workload, and build a thriving customer community using Zendesk.

Freshdesk vs. Zendesk – Detailed Comparison

While Zendesk has long been hailed as the epitome of customer service offerings, Freshdesk emerged as a strong competitor in 2010, rapidly gaining ground with its fresh approach and cutting-edge features.

Just as Carlos Alcaraz’s rise to the top of the tennis world disrupted the dominance of The Big Three – Djokovic, Nadal, and Federer – before claiming the prestigious Wimbledon Championship in 2023, Freshdesk has embraced transformation and is challenging Zendesk’s reign with its revamped offerings.

Be that as it may, there are certain areas where both customer service platforms converge and have a few common features.

Both Zendesk and Freshdesk offer customizable knowledge bases, offering quick access to vital information. Additionally, both these platforms provide a vast array of app integrations. In making your choice, consider these shared strengths alongside the unique features to find the perfect fit for your customer support needs.

In this section, we take a side-by-side comparison of Freshdesk and Zendesk, shedding light on which platform best suits your customer service needs.

FeaturesFreshdesk Zendesk
Ticket Management👉3 dedicated automation (Dispatch’r, Supervisor, Observer) for efficient ticket handling.
👉Flexible assignment based on agent workload and skills.
👉Only one feature (Macros) for ticket organization.
👉Limited configurability and adaptability.
Ticket Assignment👉3 unique Ticket Assignment systems with automation for smooth ticket distribution.
👉 Assign tickets based on skill and availability, reducing agent burden.
👉Limited Ticket Assignment options may lead to uneven tickets. distribution and agent overload.
👉Re-assigning tickets can be challenging.
Support👉Easier setup and intuitive design for effortless use.
👉No special certification is required; agents can start answering tickets right away.
👉Enables team collaboration to solve support issues.
👉Forward tickets to business partners for direct contribution.
👉Improved customer experience through collaboration with service provider partners.
👉It may require more setup and training.
👉No mention of intuitive design.
👉Collaboration features not explicitly highlighted.
👉No mention of forwarding tickets to business partners.
Customization👉Easily adapt Freshdesk to align with your business needs.
👉Customize ticket statuses for clarity and insights.
👉 Automations intelligently support custom statuses.
👉May lack flexibility in adapting to specific business workflows.
👉Limited ticket status options could lead to confusion.
👉Automation may not fully support custom statuses.
Collaboration👉Easily tracks related customer issues by linking multiple tickets.
👉Streamlines responses from a centralized location.
👉Feature not natively available in Zendesk but offered out of the box in Freshdesk.
Features Comparison – Freshdesk vs Zendesk

From the table illustration above, we see how Freshdesk and Zendesk offer diverse yet useful customer service solutions that suit the varied needs and requirements of businesses. For a more detailed study, you may click this link and get a more clear understanding.

Analyzing closely, we can also discern how Freshdesk has an edge to be the easier of the two to set up, intuitive in usage, and the one offering more features even under the free version.

Review Evaluation Satisfaction Customer Service Feedback Sign Ic

Benefits of Customer Support Software

Exceptional customer service is paramount in earning customer satisfaction and fostering long-term loyalty. Freshdesk and Zendesk, two leading customer service software solutions, shine through and makes compelling reasons to that effect.

Customers expect speedy yet accurate responses to their queries, while your support team needs tools that can effectively handle such large volumes of customer queries in quick succession.

By investing in customer service software like Freshdesk or Zendesk, businesses gain a competitive edge over their rivals. These platforms act as a second brain for your customer support team, allowing them to manage incoming requests seamlessly, assign tasks efficiently, and monitor performance effectively.

Customer Service Helpdesk Information Descover Concept

Harnessing the benefits of Freshdesk and Zendesk is a surefire way to enhance your customer support capabilities and build brand loyalty. Here we list a few of the benefits such software tool holds:

#1. Streamlined communication: Customer service software streamlines communication using automated responses and access to FAQs.

#2. Support 24/7: Automation helps businesses respond to customer queries around the clock.

#3. Track and view support tickets: Allows easy tracking of customer interactions, records previous interactions, and categorizes tickets based on different parameters.

#4. Support across channels: Helps to follow up on queries from multiple channels, ensuring faster resolution.

#5. Stand out from the competition: Efficiently running customer support teams with the help of software gives a competitive edge. Greater customer satisfaction increases the likelihood of more recommendations and positive ratings from customers.

The Future of Customer Support

In the end, Freshdesk‘s unique blend of customization, efficiency, and collaborative prowess proves it to be the more sensible choice for businesses seeking to deliver exceptional customer support. Freshdesk leaves an indelible positive impact on the brand’s reputation, enhancing customer loyalty.

Thus, Freshdesk emerges as the superior customer service software, setting a new standard for businesses aiming to provide outstanding support and stand out among their competitors. So, for organizations looking to elevate their customer service game, Freshdesk proves to be the ultimate ally 🙂.

Next up, learn how to get that 5-star ⭐⭐⭐⭐⭐ customer rating once you know how to win at customer happiness with Freshworks😀.

  • Varghese Sony
    As a writer at Geekflare, Sonny is committed to educating the masses on the transformative potential of impactful writing. Follow his journey as he attempts to inform readers about the endless possibilities AI and Fintech has on offer using… read more
  • Joy R Bhamre

    Joy R Bhamre is a Google certified Digital Marketing Specialist, Content Writer & Editor as well as a Cambridge-certified English Language Trainer with over 14 years of corporate experience.

    She is an English Literature… read more

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