Drowning in customer queries? You’re not alone.
Remember juggling those spinning plates as a kid? That’s Emma’s life right now, except instead of plates, it’s customer queries.
Emails flood her inbox, each one a miniature emergency: a frustrated plea for help, a complaint demanding resolution, or a question buzzing for an immediate answer.
Statistics show that 80% of customers expect a response within 24 hours, and that timer is relentlessly ticking.
The pressure feels immense, heavier than a stack of unopened tickets. Customer service reps like Emma wear the weight of expectation on their shoulders, and let’s face it, patience isn’t exactly a human superpower.
You’ve probably already started exploring solutions and navigating the customer service tools. Big names like Freshdesk and Zendesk might have caught your eye. But with countless options and limited time, choosing the right one is a really hard task.
We hear you. That’s why we’ve done the heavy lifting for you, diving deep into features and price-focused comparisons of these popular tools.
Freshdesk vs Zendesk: Pricing Comparisons
Freshdesk
Last Updated Date: 28-Feb-2024
Freshdesk offers a 21-day free trial for users to explore its interface and features to determine suitability.
- Free for up to 10 agents: A basic set of features with email and social media support, basic ticketing, self-service options, and 24/7 support is perfect for starting.
- Growth plan ($15/agent/month): Ideal for growing teams, offering collision detection, app marketplace access, basic SLAs, automation, advanced analytics, and customization options.
- Pro plan ($49/agent/month): Support up to 5 products, integrate 5,000 collaborators, access advanced analytics and customer segmentation, and enable role-based agent access.
- Enterprise plan ($79/agent/month): Unlimited products, sandbox environment, skill-based routing, and enhanced knowledge base for large enterprises.
Recommended reading – Freshdesk alternatives in 2024
Zendesk
Last Updated Date: 28-Feb-2024
Zendesk offers a Zendesk Suite entails a minimum cost of $69 per agent per month for the Team subscription, with higher-tier packages reaching up to $149 per agent.
- Suite Team ($55/agent/month), perfect for starting teams: Ticketing, multi-channel support, knowledge base, basic chatbots, and workflow automation.
- Suite Growth ($89/agent/month), ideal for scaling teams: Customized forms, SLA management, customer satisfaction insights, multilingual support, and a self-service portal
- Suite Professional ($115/agent/month), empowers advanced teams: with next-level insights like custom analytics, skill-based routing, advanced AI, HIPAA compliance, and messaging with Sunshine Conversations.
- Suite Enterprise (custom pricing), built for large organizations: Advanced Data Privacy and Protection add-on, sandbox environment, custom roles, dynamic workspaces, and tailored workflow.
Recommended reading – Zendesk alternatives in 2024
Is it worth the investment?
Certainly, while both Freshdesk and Zendesk offer impressive features, what if I told you that you can access most of these features without breaking the bank?
That’s where Desk365 steps in.
With Desk365, you can enjoy powerful features like those offered by Freshdesk and Zendesk, but at a fraction of the cost.
Even though Zendesk is a highly effective customer program, there are some aspects that can be increased. Firstly, the pricing structure of Zendesk may not be ideal for organization that have little budget or small –sized support teams. The price goes up as the number of agents or the requirement of improved features grows.
We choose it because it was the best bang for your buck. You really do get a solid helpdesk platform compared to most in this price range. It was a no brainer.
Overview of feature comparison of Freshdesk vs Zendesk
Here’s a simple feature comparison: everything you find in Freshdesk and Zendesk is also available in Desk365 at a fraction of the cost.
Features
$10
/agent/month billed annually
$49
/agent/month billed annually
$89
/agent/month billed annually
Microsoft Teams App for Agents
(Complicated Process)
Create tickets from Microsoft Teams
Email Ticketing
Customer Support Portal
(Only on Suite Plans)
Knowledge Base
(Only on Suite Plans)
Automations
SLAs
Inc. Reminders & Escalations
(Only on Pro & Enterprise plans)
(Only on Enterprise plans)
Custom Ticket Forms
(Only on Pro & Enterprise plans)
(Only on Enterprise plans)
Custom Roles
(Only on Pro & Enterprise plans)
(Only on Enterprise plans)
Free Plan Available
Switch to a better help desk solution now
Comparing Microsoft Teams ticketing solutions
When comparing Microsoft Teams ticketing systems, it’s important to note that Freshdesk and Zendesk lack seamless integration with Teams. On the other hand, Desk365 offers robust integration with Teams, allowing for seamless communication and collaboration between the ticketing system and the Teams platform
Freshdesk and Zendesk provide comprehensive features for managing Teams tickets, but their setup processes can be complex. Configuring support channels, ticket views, user roles, and customizing portals may require considerable time and technical expertise.
Additionally, Zendesk’s personalized support comes at a significant cost.
In contrast, Desk365 offers a seamless integration experience at an affordable price point. Its single plan includes features like custom forms, custom roles, custom fields, SLAs, knowledge base and more, typically available only in the enterprise or pro tiers of Freshdesk and Zendesk.
Comparing user experience and setup ease
Freshdesk boasts a superior user interface and simplified setup process compared to Zendesk. While Zendesk offers an extensive array of features, its onboarding and setup procedures can prove daunting for new users.
Configuring support email addresses, ticket views, user roles, support forms, and customizing the support portal within Zendesk can be time-consuming. Integrating Zendesk with existing software tools like websites and social media channels demands technical expertise.
Additionally, personalized training and issue resolution from Zendesk’s customer support team come with a hefty price tag ranging from $1500 to $1800.
In contrast, Freshdesk’s interface is more user-friendly, facilitating quicker configuration of support channels, ticket fields, and workflows. Pre-built integrations with popular software tools streamline the connection process to existing systems.
However, navigating Freshdesk’s admin section may pose challenges due to the multitude of options and settings, particularly for newcomers. Nevertheless, Freshdesk offers free assistance with platform implementation and onboarding.
In contrast to both Zendesk and Freshdesk, Desk365 offers a simpler setup process and a more intuitive interface. With Desk365, users can quickly configure support channels and customize ticket fields and workflows without the complexity seen in other platforms.
Freshdesk vs Zendesk: Ratings
Overall
4.9
- Ease of Use
- Customer Service
- Features
- Value for Money
- 4.8
- 4.9
- 4.6
- 4.8
Overall
4.5
- Ease of Use
- Customer Service
- Features
- Value for Money
- 4.5
- 4.5
- 4.4
- 4.4
Overall
4.4
- Ease of Use
- Customer Service
- Features
- Value for Money
- 4.3
- 4.3
- 4.4
- 4.2
What do customers say about Freshdesk and Zendesk's customer service?
Indeed, customer support is essential for ensuring customer satisfaction and fostering long-term loyalty. Regardless of how great a product may be, its value diminishes without effective customer support. Let’s take a look at what customers have to say about the customer support provided by Freshdesk and Zendesk.
My experience with customer service has been terrible, and for me a platform that works for the Customer Experience sector must have as a principle that the experience of its customers is a central objective, they were only interested in solving incidents or answering questions when they saw that I was going to cancel, for 3 years they never contacted me to see my experience, only when I was about to change.
We have been a Zendesk for 10 years however extremely poor communication regarding chages to subscription and s offerings and pricing changes along with abismil Customer Service themselves has caused me to seriously reconsider this platform as a viable option for us going forward. I unfortunately cannot recommend this platform until their own Customer Service issues are addressed.
Let’s see what one of their users has to say about Desk365’s customer support,
Desk365 does what you expect from a much more expensive ticket system. The best thing however is the customer support. All questions about the software are answer quickly and completely and suggestions for improvement are treated seriously. They really make you feel they are part of your team.
Freshdesk vs Zendesk: which is the best helpdesk?
Zendesk excels in reporting, extensive API access, and e-commerce integrations, making it ideal for larger businesses with diverse needs.
On the other hand, Freshdesk is a great option for small and mid-sized businesses due to its affordable pricing, user-friendly interface, and availability of free plans.
Choosing between Freshdesk and Zendesk depends on your budget and specific business requirements.
Overall, while Freshdesk and Zendesk are established players in the market, Desk365 provides a compelling alternative with its simplicity, affordability, and feature-rich offering.
So make a better choice today by signing up for a free trial and improving your customer support with Desk365.
