Zendesk vs. Freshdesk

To gather and harness valuable customer data, you need more than one-size-fits-all reporting tools.

Zendesk features advanced reporting and analytics tools that provide in-depth metrics and visualization options that help you identify critical trends, analyze your customer experience, and evaluate your team’s performance. Create actionable insights and optimize your business decisions with powerful features like:

• Point-and-click configurable reports and dashboards: Customize your view in minutes with our first reply time heatmap, even with sophisticated layered datasets.
• Unified reporting: Consolidate data from across all channels.
• Custom metrics: Choose the metrics you want to see and filter out what you don’t.
• Data discovery: You’ll no longer need to export data to Excel spreadsheets.

Reporting with Freshdesk is limited, with around 80 out-of-the-box reports (compared to 250+ from Zendesk). You aren’t able to build custom metrics, so teams must manually add data when exporting reports. Also, Freshdesk’s reporting software updates every 30 minutes rather than providing real-time updates.

Zendesk features Agent Workspace, an interface with a unified view that puts data from all channels in one place. This single view displays the customer journey, including conversation history, previous interactions, past orders, resolved support tickets, and more. Your agents will have the customer context and information they need to resolve issues faster and provide personalized support.

Freshdesk offers different interfaces for each channel, like chat, phone, and ticketing. This creates a disjointed experience for agents, causing them to toggle between apps, tabs, and systems to find the information or context they need to serve the customer.

To effectively provide the best customer experience, you need a flexible, agile system that integrates with various tools. Though Freshdesk offers a variety of out-of-the-box integrations and add-ons for agent productivity, time-tracking, and chatbots, Zendesk offers a robust library of customizable integration options that set up quickly, are easy to use, and provide more flexibility.

Our dedicated product management and engineering teams build and continuously optimize integrations with systems like Slack, Jira, Salesforce, HubSpot, and more. This allows you to focus your time and money on your customers instead of worrying about the technical stuff.

Our CX Trends Report shows that 37 percent of customers become angry, frustrated, or stressed when they can’t complete simple tasks. A low-quality self-service experience also leads to a higher ticket volume and more outreach to customer support teams, making customer service less efficient.

Both Zendesk and Freshdesk offer an array of self-service tools like help center articles, community forums, and client portals where customers can conveniently find the answers they need on their own time. Each software brand also allows you to create knowledge bases for internal and external customers.

Features from Zendesk, like Content Cues, automatically identify areas where you can improve your help center and knowledge base, so your team of experts can keep information up-to-date. AI and chatbots can offer chat support with canned responses, proactively suggest answers to FAQs, or surface help center articles to deflect the customer from creating a ticket for a common issue. With Freshdesk, however, support agents must manually sift through the help center to find outdated information and make improvements.

Customization options help keep your business in sync. Zendesk offers a flexible platform with various customization options so you can adapt to evolving customer or business needs. Our code and no-code functionality makes it easy to customize everything from reporting dashboards and your agent interface to adding your brand logo, colors, and themes to your client portal.

Unlike other solutions on the market, Zendesk AI is pre-trained and tailor made for CX, which means greater accuracy, easier setup and maintenance, and more cost-savings. Zendesk AI is also quick to implement with little to no technical support. Businesses get robust AI capabilities–agent assistance and productivity tools, intelligent workflows, machine learning predictions, and advanced bots–all from one platform, and ready to go from day one.

While Freshdesk offers AI features that are easy to implement, most don’t include pre-trained models tailored for CX. As a result, Freshdesk customers have to rely on manual setup to ensure the accuracy of their bots.