zendesk vs freshdesk

Zendesk or Freshdesk? These are the main differences

The more your customers understand your business and the advantages they enjoy over competitors, the more loyal they become. 

Help Desk software is the tool used by business owners to educate both the existing and the potential clients about their businesses.

While there are various ticketing software to build customer support platforms for business sites, two of the most competitive ticketing system at the moment are Freshdesk and Zendesk.

The two software are good to help improving your customers’ experience, however, more business owners prefer Zendesk to Freshdesk based on some short surveys conducted. 

Let’s look into some of the main differences between these two ticketing programs.

Setting up the software 

While both Freshdesk and Zendesk have similar features, plans, and are cost friendly, Zendesk is currently the CRM with the highest customer base growth in the entire sector for its usually easier and faster to set up than Freshdesk.

How well the software is setup will surely affect the result, and when the business owner is not well orientated with training, live support and others, he/she may not be able to get the maximum advantages of the ticketing software. 

Zendesk provide series of training and also offer customer success team who would help to ensure you maximize the potentials of the Zendesk software.

How robust they’re 

Although both of them have advanced ticketing features like rich editors, multi support channels, analytics etc, tickets are easier to manage with Freshdesk better than Zendesk. 

For example, with Zendesk, agents can easily switch from one support channel to another without changing the interface.

Everything is controlled from a single interface, therefore, Freshdesk should be recommended for a small scale business while Zendesk is ideal for a medium or large scale enterprise.

Integration with other apps

Both ticketing software platforms can be well integrated into other content management programs without the customers feeling they’re on different environment.

Since both software platforms give more power to users to customize their helpdesk in such a way that it blends with the theme of their websites’ theme.

However, Zendesk can be integrated with over 700 applications from his own market place being possible to create a unique agent experience while Freshdesk can work with just 300 plus CMS for now.

Language support 

With the internet, you can have customers from any part of the world.

Language used to be a barrier before, but with translation apps, your customers can read the customer support in their own language. 

Both, Freshdesk and Zendesk, offer language support, with Google Translate app helping agents to send and read tickets in their chosen language. 

An advantage of Zendesk over Freshdesk here is that this language support is extended to the live chat support, making customers to be able to send and receive messages in their language even when the response has been made in a different language. 


It cannot be said that any one of these ticketing systems is better than the other and it will be up to your needs to choose which one best suits your needs.

However, it’s important to be guided, as a business owner to understand what fits your business best, and decide on which one to go for. 

Having said that, if you try the two software platforms, you’re likely going to take Zendesk over Freshdesk.

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