[Home](https://www.selecthub.com/) \> [Help Desk Management](https://www.selecthub.com/category/help-desk/) \> [Help Desk Software](https://www.selecthub.com/c/help-desk-software/) \> [Zendesk](https://www.selecthub.com/p/help-desk-software/zendesk/) \> Zendesk vs Freshdesk # Zendesk vs Freshdesk Last Updated: May 25th, 2026 Our analysts compared [Zendesk](https://www.selecthub.com/p/help-desk-software/zendesk/) vs [Freshdesk](https://www.selecthub.com/p/help-desk-software/freshdesk/) based on data from our 400+ point analysis of [Help Desk Software](https://www.selecthub.com/c/help-desk-software/), user reviews and our own crowdsourced data from our [free software selection platform](https://www.selecthub.com/about/start-free-selection-project-site/?category=Help Desk Software&cta=help-desk-software). [Overview](#product-overview) [Pricing](#product-pricing) [Our Review](#product-analyst-summary) [User Ratings](#user-sentiment-section) [Features](#product-benefits-features) [Analyst Ratings](#analyst-rating-section) [Comparison Charts](#product-comparison-charts) [Screenshots](#product-screenshots) Remove Add to Compare [![Zendesk Software Tool](https://cdn.selecthub.com/products/68ce199ec2c5517597ce0a4d89620f55-0e1ba40ec65494545b5b492ea42e0b3b/resources/normal/logo.png?1718839221)](https://www.selecthub.com/p/help-desk-software/zendesk/) [ ![Product Awards](https://www.selecthub.com/display/images/awards_badge.svg) ](#awards-section) Remove Add to Compare [![Freshdesk Software Tool](https://cdn.selecthub.com/products/9431c87f273e507e6040fcb07dcb4509-2be53ba10583ecf9217e2b159943f6af/resources/normal/logo.webp?1749064034)](https://www.selecthub.com/p/help-desk-software/freshdesk/) [ ![Product Awards](https://www.selecthub.com/display/images/awards_badge.svg) ](#awards-section) [Get Free Demo](https://pmo.selecthub.com/get-product-demo/?category=Help+Desk+Software&product%5Fname=Zendesk&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F68ce199ec2c5517597ce0a4d89620f55-0e1ba40ec65494545b5b492ea42e0b3b%2Fresources%2Fnormal%2Flogo.png%3F1718839221) [Demo](https://pmo.selecthub.com/get-product-demo/?category=Help+Desk+Software&product%5Fname=Zendesk&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F68ce199ec2c5517597ce0a4d89620f55-0e1ba40ec65494545b5b492ea42e0b3b%2Fresources%2Fnormal%2Flogo.png%3F1718839221) [Request Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Help+Desk+Software&product%5Fname=Zendesk&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F68ce199ec2c5517597ce0a4d89620f55-0e1ba40ec65494545b5b492ea42e0b3b%2Fresources%2Fnormal%2Flogo.png%3F1718839221&price=2) [Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Help+Desk+Software&product%5Fname=Zendesk&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F68ce199ec2c5517597ce0a4d89620f55-0e1ba40ec65494545b5b492ea42e0b3b%2Fresources%2Fnormal%2Flogo.png%3F1718839221&price=2) [Get Free Demo](https://pmo.selecthub.com/get-product-demo/?category=Help+Desk+Software&product%5Fname=Freshdesk&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F9431c87f273e507e6040fcb07dcb4509-2be53ba10583ecf9217e2b159943f6af%2Fresources%2Fnormal%2Flogo.webp%3F1749064034) [Demo](https://pmo.selecthub.com/get-product-demo/?category=Help+Desk+Software&product%5Fname=Freshdesk&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F9431c87f273e507e6040fcb07dcb4509-2be53ba10583ecf9217e2b159943f6af%2Fresources%2Fnormal%2Flogo.webp%3F1749064034) [Request Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Help+Desk+Software&product%5Fname=Freshdesk&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F9431c87f273e507e6040fcb07dcb4509-2be53ba10583ecf9217e2b159943f6af%2Fresources%2Fnormal%2Flogo.webp%3F1749064034&price=2) [Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Help+Desk+Software&product%5Fname=Freshdesk&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F9431c87f273e507e6040fcb07dcb4509-2be53ba10583ecf9217e2b159943f6af%2Fresources%2Fnormal%2Flogo.webp%3F1749064034&price=2) ### Products Insights Overall Rating Comparison [ Analyst Rating 91 Detailed Analysis ](#analyst-rating-section) [ User Sentiment ![Great User Sentiment](https://www.selecthub.com/display/images/scores/great.svg) (5221 Reviews) ](#user-sentiment-section) [ Analyst Rating 86 Detailed Analysis ](#analyst-rating-section) [ User Sentiment ![Great User Sentiment](https://www.selecthub.com/display/images/scores/great.svg) (4697 Reviews) ](#user-sentiment-section) Price Starts From $55/User, Monthly [ Free Trial is available →](https://pmo.selecthub.com/free-trial/?product%5Fname=Zendesk&category=Help Desk Software&product%5Flogo=https://d3uimxdj41cg3o.cloudfront.net/products/68ce199ec2c5517597ce0a4d89620f55-0e1ba40ec65494545b5b492ea42e0b3b/resources/normal/logo.png?1718839221) $15/User, Monthly [ Free Trial is available →](https://pmo.selecthub.com/free-trial/?product%5Fname=Freshdesk&category=Help Desk Software&product%5Flogo=https://d3uimxdj41cg3o.cloudfront.net/products/9431c87f273e507e6040fcb07dcb4509-2be53ba10583ecf9217e2b159943f6af/resources/normal/logo.webp?1749064034) Pros What we like about Zendesk and Freshdesk: * Ticket management tools and intelligent routing earn praise from users for handling complex queues well. * Omnichannel support pulls email, phone, chat, WhatsApp, Facebook and Twitter into one workspace. * Knowledge base supports rich formatting and translations into 40+ languages for localized self-service. * Wide range of integrations with CRMs, project tools and apps like Slack works well for users. * Users find the interface intuitive, which shortens onboarding time for new agents. * Field service module includes scheduling, mobile updates and a map view to track dispatches in real time. * Mobile apps for agents and customers help remote and on-site teams handle tickets on the go. * Flexible plans and customization let small teams and larger setups tailor workflows to their needs. Cons What we dislike about Zendesk and Freshdesk: * Users say the cost runs high for small businesses, especially in developing markets. * Advanced reporting tools sit behind pricier plans, which frustrates users on cheaper tiers. * Reaching customer support can be difficult, and users report dissatisfaction with response quality. * The depth of features and customization makes the learning curve steeper for new admins. * The free plan limits automation, advanced reporting and integrations to paid tiers. * Building custom reports takes technical effort, and lower plans make this harder. * Interface and support resources sit mainly in English, which limits multilingual rollouts. * Users report clunky ticket management and tedious email formatting in day-to-day work. ### Our Review **Bottom line:** Zendesk and Freshdesk both cover help desk basics well, but they fit different buyers. Pick Zendesk if you want a deep, scalable platform with strong ticketing, AI routing and a wide integration catalog. Pick Freshdesk if you want a simpler interface, faster onboarding and field service tools without a steep ramp-up. Zendesk starts at $55 per user per month, while Freshdesk starts at $15 per user per month. Both bill on the same monthly per-user model, so Freshdesk is the cheaper entry point. That gap matters most for smaller teams watching budget, and users flag Zendesk's cost as a real pain for small businesses. On features, Zendesk leans into ticketing depth, voice support across 90+ telephone providers, community forums and a multilingual knowledge base. Freshdesk leans into ease of use, mobile apps and a field service module with scheduling, time tracking and signature capture. If you dispatch technicians, Freshdesk has the edge out of the box. Reporting splits the two as well. Our analysis shows both products offer custom dashboards and scheduled reports, but users find Zendesk's advanced reporting gated to higher plans, and Freshdesk's report builder needs technical know-how on lower tiers. Neither is a clean win here. If you run a global support team with heavy ticket volume and want AI-driven routing plus a rich app ecosystem, Zendesk fits better. If you're a small or mid-sized team that values quick onboarding, mobile access and field service in one tool, Freshdesk is the safer pick. Larger setups with multilingual needs may want to look beyond Freshdesk. ### Analyst Rating Summary Overall Scores Based on the research and analysis by SelectHub's team of research analysts, Zendesk has an analyst rating of 91\. By comparison Freshdesk has an analyst rating of 86\. 91 86 Features Comparison **Agent Productivity** Automate repetitive tasks, get pre-written answers for common questions, and track your time spent on tickets so you can focus on solving customer issues faster. 92 83 **Call Center Management** Route customer calls to the right available agent, record conversations for quality, and view key call metrics to keep your phone support running smoothly. 87 55 **Dashboards and Reporting** See real-time performance data and analyze trends in easy-to-read charts, helping you understand where your team is succeeding and where to improve support. 100 93 [Show More](#) [Show More](https://pmo.selecthub.com/customize-data/?category=Help Desk Software) Strengths The best features of Zendesk and Freshdesk as judged by user reviews and analyst validation. Dashboards and Reporting Platform Security Integrations and Extensibility Ticket Management Platform Capabilities Integrations and Extensibility Platform Security Platform Capabilities Ticket Management Team Collaboration ### Analyst Ratings for Functional Requirements [Customize This Data](#) [Customize This Data](https://pmo.selecthub.com/customize-data/?category=Help Desk Software) How Zendesk and Freshdesk compare against the top 9 functional requirements as defined by SelectHub project data. Zendesk Freshdesk \+ Add Product [\+ Add Product](https://pmo.selecthub.com/customize-data/?category=Help Desk Software) Agent Productivity Call Center Management Dashboards AndReporting Email Management Live Chat Management Mobile Capabilities Platform Capabilities Team Collaboration Ticket Management 92 87 100 92 74 81 93 85 95 83 55 93 92 39 58 97 95 97 0 25 50 75 100 Implementation Level of Effort Estimation **Tier 1:** Fully/moderately supported out-of-the-box allowing for quick and easy deployment. [Read more](#) **Tier 2:** Supported with workarounds or add-ons that may require additional costs. **Tier 3:** Requires partner integrations or custom development that is often at an additional cost. **Agent Productivity** Automate repetitive tasks, get pre-written answers for common questions, and track your time spent on tickets so you can focus on solving customer issues faster. 83% 0% 17% 83% 0% 17% **Call Center Management** Route customer calls to the right available agent, record conversations for quality, and view key call metrics to keep your phone support running smoothly. 83% 0% 17% 0% 92% 8% **Dashboards And Reporting** See real-time performance data and analyze trends in easy-to-read charts, helping you understand where your team is succeeding and where to improve support. 100% 0% 0% 83% 17% 0% **Email Management** Organize all incoming customer emails into easy-to-track tickets, assign them to the best agent, and ensure no request ever falls through the cracks. 86% 0% 14% 86% 0% 14% **Live Chat Management** Quickly engage website visitors with real-time conversations, handle multiple chats at once, and turn chat transcripts into support tickets when follow-up is needed. 73% 0% 27% 0% 45% 55% **Mobile Capabilities** Manage tickets, respond to customers, and access essential tools from your phone or tablet so your team can provide excellent support even when away from their desks. 80% 0% 20% 60% 0% 40% **Platform Capabilities** Integrate your help desk with other business apps like your CRM, allowing you to share customer data and automate workflows across your entire company. 83% 8% 9% 92% 4% 4% **Team Collaboration** Work together on complex issues by looping in experts, adding private notes to tickets, and sharing information so you can solve problems as a unified team. 67% 0% 33% 83% 17% 0% **Ticket Management** Centralize all customer interactions from every channel into a single, easy-to-use list of tickets, making it simple to track, prioritize, and resolve every request efficiently. 88% 6% 6% 94% 0% 6% **Customize This Data For Your Unique Needs** and compare feature capabilities head-to-head [CUSTOMIZE NOW](#) [CUSTOMIZE NOW](https://pmo.selecthub.com/customize-data/?category=Help Desk Software) ### Analyst Ratings for Technical Requirements [Customize This Data](#) [Customize This Data](https://pmo.selecthub.com/customize-data/?category=Help Desk Software) Implementation Level of Effort Estimation **Tier 1:** Fully/moderately supported out-of-the-box allowing for quick and easy deployment. [Read more](#) **Tier 2:** Supported with workarounds or add-ons that may require additional costs. **Tier 3:** Requires partner integrations or custom development that is often at an additional cost. **Integrations And Extensibility** Connect your support platform with hundreds of other apps and services, allowing you to build customized workflows and share customer data effortlessly across your business. 95% 0% 5% 100% 0% 0% **Platform Security** Protect sensitive customer data with top-tier encryption, control who can access information using detailed permission settings, and meet important regulatory compliance standards easily. 100% 0% 0% 100% 0% 0% **Requirements Summary** Of typical requirements, 86.1% are fully supported out of the box by Zendesk including Dashboards And Reporting, Platform Security and Integrations And Extensibility. Freshdesk supports 73% and excels at Integrations And Extensibility, Ticket Management and Platform Capabilities. Zendesk has an analyst rating of 91 and a user sentiment rating of 'great' based on 5221 reviews, while Freshdesk has an analyst rating of 86 and a user sentiment rating of 'great' based on 4697 reviews. Zendesk and Freshdesk are both SelectHub award-winners. ### User Sentiment Summary Zendesk has a user sentiment rating of 86 based on 5221 reviews. Freshdesk has a user sentiment rating of 89 based on 4697 reviews. ![Great User Sentiment](https://www.selecthub.com/display/images/scores/great.svg) 5221 reviews ![Great User Sentiment](https://www.selecthub.com/display/images/scores/great.svg) 4697 reviews Synopsis Evaluating all review platforms, our market analysts have compiled the following user sentiment data. 86% of users recommend this product Zendesk has a 'great' User Satisfaction Rating of 86% when considering 5221 user reviews from 5 recognized software review sites. 89% of users recommend this product Freshdesk has a 'great' User Satisfaction Rating of 89% when considering 4697 user reviews from 5 recognized software review sites. User Review Scores **FinancesOnline** **5.0** (32) **5.0** (22) **G2.com, Inc** **4.2** (2286) **4.4** (2352) **Software Advice, Inc** n/a **4.63** (8) **GetApp** **4.4** (2528) **4.5** (2229) **Gartner, Inc** **4.3** (51) n/a **TrustRadius** **3.9** (324) **4.3** (86) ### Awards SelectHub awards earned by these products based on a comprehensive analysis by our research analysts. SelectHub research analysts have evaluated Zendesk and concluded it deserves the award for the Best Overall Help Desk Software available today and earns best-in-class honors for Dashboards and Reporting and Platform Security. ![Analysts' Pick Award]() ![Dashboards and Reporting Award]() Show more ![Platform Security Award]() SelectHub research analysts have evaluated Freshdesk and concluded it earns best-in-class honors for Ticket Management and Integrations and Extensibility. ![Ticket Management Award]() ![Integrations and Extensibility Award]() ### Product Assistance Training Resources Documentation In Person Live Online Videos Webinars Documentation In Person Live Online Videos Webinars Support Email Phone Chat FAQ Forum Knowledge Base 24/7 Live Support Email Phone Chat FAQ Forum Knowledge Base 24/7 Live Support ### Product Basics Company Size i Small Medium Large Small Medium Large Platforms Supported Windows Mac Linux Android Chromebook Windows Mac Linux Android Chromebook Deployment Supported Cloud On-Premise Mobile Cloud On-Premise Mobile Comparison of Top Alternatives [ Zendesk Alternatives](https://www.selecthub.com/help-desk-software/zendesk/alternatives/) [ Freshdesk Alternatives](https://www.selecthub.com/help-desk-software/freshdesk/alternatives/) ### Screenshots ![Screenshots]()![Screenshots]()![Screenshots]()![Screenshots]() ![Screenshots]()![Screenshots]()![Screenshots]() ### Key Features * **Ticketing system** – Handles tickets with pre-built dashboards, dynamic forms, CSAT ratings, SLAs and time tracking to speed up resolution. * **Omnichannel support** – Connects email, phone, chat, chatbots, website, WhatsApp, Facebook and Twitter in one agent workspace. * **Voice support** – Runs on a cloud-based voice solution that plugs into 90+ telephone providers, with redaction, QA and call transcription add-ons. * **Knowledge base** – Lets you publish rich-format articles with translations into 40+ languages for localized self-service. * **Ticketing management** – Routes tickets through a team inbox with keyword-based assignment, AI ticketing and SLA management to track response times. * **Omnichannel** – Pulls email, phone, chat, website, WhatsApp, Facebook and Twitter into one stream for faster query resolution. * **Field service** – Includes scheduling dashboards, mobile field updates, automated time tracking and signature capture through the mobile app. * **Customer self-service** – Offers automated suggestion pop-ups, knowledge base articles and a path to convert community issues into tickets. ### Top Alternatives in Help Desk Software [ Freshdesk ](https://www.selecthub.com/p/help-desk-software/freshdesk/) [ Front ](https://www.selecthub.com/p/customer-service-software/front/) [ Gorgias ](https://www.selecthub.com/p/conversational-ai-platforms/gorgias/) [ HappyFox ](https://www.selecthub.com/p/help-desk-software/happyfox/) [ Help Scout ](https://www.selecthub.com/p/help-desk-software/help-scout/) [ HubSpot Service Hub ](https://www.selecthub.com/p/customer-service-software/hubspot-service-hub/) [ Intercom ](https://www.selecthub.com/p/live-chat-software/intercom/) [ Jira ](https://www.selecthub.com/p/project-management-software/jira/) [ Jitbit ](https://www.selecthub.com/p/help-desk-software/jitbit/) [ Kayako ](https://www.selecthub.com/p/help-desk-software/kayako/) [ LiveAgent ](https://www.selecthub.com/p/help-desk-software/liveagent/) [ LiveChat ](https://www.selecthub.com/p/live-chat-software/livechat/) [ Salesforce Service Cloud ](https://www.selecthub.com/p/customer-service-software/salesforce-service-cloud/) [ ServiceNow ](https://www.selecthub.com/p/help-desk-software/servicenow/) [ TeamSupport ](https://www.selecthub.com/p/help-desk-software/teamsupport/) ### Related Categories Zendesk and Freshdesk can also be found with other leading products in these categories: [ AI Help Desk Software ](https://www.selecthub.com/c/ai-help-desk-software/) [ Customer Experience Software ](https://www.selecthub.com/c/customer-experience-software/) [ Customer Service Software ](https://www.selecthub.com/c/customer-service-software/) [ Experience Management Software ](https://www.selecthub.com/c/experience-management-software/) [ Remote Desktop Software ](https://www.selecthub.com/c/remote-desktop-software/) Show more [ AI Customer Service Software ](https://www.selecthub.com/c/ai-customer-service-software/) [ CCM Software ](https://www.selecthub.com/c/customer-communication-management-software/) [ Customer Service Software ](https://www.selecthub.com/c/customer-service-software/) [ Knowledge Base Software ](https://www.selecthub.com/c/knowledge-base-software/) Show more ### Head-to-Head Comparison ![Zendesk Software Tool]() ![Freshdesk Software Tool]() [Zendesk VS Freshdesk](https://www.selecthub.com/help-desk-software/zendesk-vs-freshdesk/) ![Zendesk Software Tool]() ![HappyFox Software Tool]() [Zendesk VS HappyFox](https://www.selecthub.com/help-desk-software/zendesk-vs-happyfox/) ![Zendesk Software Tool]() ![Help Scout Software Tool]() [Zendesk VS Help Scout](https://www.selecthub.com/help-desk-software/zendesk-vs-help-scout/) ![Zendesk Software Tool]() ![Jitbit Software Tool]() [Zendesk VS Jitbit](https://www.selecthub.com/help-desk-software/zendesk-vs-jitbit/) ![Zendesk Software Tool]() ![Kayako Software Tool]() [Zendesk VS Kayako](https://www.selecthub.com/help-desk-software/zendesk-vs-kayako/) ![Zendesk Software Tool]() ![LiveAgent Software Tool]() [Zendesk VS LiveAgent](https://www.selecthub.com/help-desk-software/zendesk-vs-liveagent/) ![Zendesk Software Tool]() ![ServiceNow Software Tool]() [Zendesk VS ServiceNow](https://www.selecthub.com/help-desk-software/zendesk-vs-servicenow/) ![Zendesk Software Tool]() ![Spiceworks Software Tool]() [Zendesk VS Spiceworks](https://www.selecthub.com/help-desk-software/zendesk-vs-spiceworks/) ![Zendesk Software Tool]() ![TeamSupport Software Tool]() [Zendesk VS TeamSupport](https://www.selecthub.com/help-desk-software/zendesk-vs-teamsupport/) ![Zendesk Software Tool]() ![Teamwork Desk Software Tool]() [Zendesk VS Teamwork Desk](https://www.selecthub.com/help-desk-software/zendesk-vs-teamwork-desk/) ![Zendesk Software Tool]() ![Vision Helpdesk Software Tool]() [Zendesk VS Vision Helpdesk](https://www.selecthub.com/help-desk-software/zendesk-vs-vision-helpdesk/) ![Zendesk Software Tool]() ![Zoho Desk Software Tool]() [Zendesk VS Zoho Desk](https://www.selecthub.com/help-desk-software/zendesk-vs-zoho-desk/) **About SelectHub (and our data)** We’re the employee-owned Austin-based startup democratizing software data so you can make your decisions in an influence-free zone. Our market data is crowdsourced from our user-base of 100,000+ companies. WE DISTILL IT INTO REAL REQUIREMENTS, COMPARISON REPORTS, PRICE GUIDES and more... ![SelectHub Products Reporting and Analytics]() [ Build Your Requirements](https://pmo.selecthub.com/help-desk-software-requirements-onsite/) ![SelectHub Products Cost and Pricing Guide]() [ Get Your Free Comparison Report](https://pmo.selecthub.com/request-custom-scorecard/?category=Help%20Desk%20Software) **Tier 1:** Fully/moderately supported out-of-the-box allowing for quick and easy deployment. Fully or moderately supported out-of-the-box with industry-leading capabilities and is immediately available after installation without needing any add-ons, integrations, or custom development. **Tier 2:** Supported with workarounds or add-ons that may require additional costs. Not directly available in the software, but can be accomplished using other built-in features, workarounds, or add-ons/products from the vendor with or without any additional cost. **Tier 3:** Requires partner integrations or custom development that is often at an additional cost. Requires additional integrations, plugins, marketplace applications from a third-party vendor, or custom development using the APIs, libraries, extensions, and development framework supported by the software, with or without any additional cost. 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