[Home](https://www.selecthub.com/) \> [Live Chat](https://www.selecthub.com/category/live-chat/) \> [Live Chat Software](https://www.selecthub.com/c/live-chat-software/) \> [Freshchat](https://www.selecthub.com/p/live-chat-software/freshchat/) \> Freshchat vs Zendesk Live Chat # Freshchat vs Zendesk Live Chat Last Updated: May 11th, 2026 Our analysts compared [Freshchat](https://www.selecthub.com/p/live-chat-software/freshchat/) vs [Zendesk Live Chat](https://www.selecthub.com/p/live-chat-software/zendesk-live-chat/) based on data from our 400+ point analysis of [Live Chat Software](https://www.selecthub.com/c/live-chat-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=Live Chat Software&cta=live-chat-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 [![Freshchat Software Tool](https://cdn.selecthub.com/products/79286674060c5b8f6644bfff4ae069a2-bd830841b3ce0624358d65d81a3c9499/resources/normal/logo.png?1714428492)](https://www.selecthub.com/p/live-chat-software/freshchat/) [ ![Product Awards](https://www.selecthub.com/display/images/awards_badge.svg) ](#awards-section) Remove Add to Compare [![Zendesk Live Chat Software Tool](https://cdn.selecthub.com/products/5981b0f78d15e748a9b0c43202461be2-3ca2fd5f164ed1cf1e052f60b3d24110/resources/normal/logo.png?1740082250)](https://www.selecthub.com/p/live-chat-software/zendesk-live-chat/) [Get Free Demo](https://pmo.selecthub.com/get-product-demo/?category=Live+Chat+Software&product%5Fname=Freshchat&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F79286674060c5b8f6644bfff4ae069a2-bd830841b3ce0624358d65d81a3c9499%2Fresources%2Fnormal%2Flogo.png%3F1714428492) [Demo](https://pmo.selecthub.com/get-product-demo/?category=Live+Chat+Software&product%5Fname=Freshchat&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F79286674060c5b8f6644bfff4ae069a2-bd830841b3ce0624358d65d81a3c9499%2Fresources%2Fnormal%2Flogo.png%3F1714428492) [Request Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Live+Chat+Software&product%5Fname=Freshchat&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F79286674060c5b8f6644bfff4ae069a2-bd830841b3ce0624358d65d81a3c9499%2Fresources%2Fnormal%2Flogo.png%3F1714428492&price=2) [Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Live+Chat+Software&product%5Fname=Freshchat&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F79286674060c5b8f6644bfff4ae069a2-bd830841b3ce0624358d65d81a3c9499%2Fresources%2Fnormal%2Flogo.png%3F1714428492&price=2) [Get Free Demo](https://pmo.selecthub.com/get-product-demo/?category=Live+Chat+Software&product%5Fname=Zendesk%2BLive%2BChat&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F5981b0f78d15e748a9b0c43202461be2-3ca2fd5f164ed1cf1e052f60b3d24110%2Fresources%2Fnormal%2Flogo.png%3F1740082250) [Demo](https://pmo.selecthub.com/get-product-demo/?category=Live+Chat+Software&product%5Fname=Zendesk%2BLive%2BChat&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F5981b0f78d15e748a9b0c43202461be2-3ca2fd5f164ed1cf1e052f60b3d24110%2Fresources%2Fnormal%2Flogo.png%3F1740082250) [Request Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Live+Chat+Software&product%5Fname=Zendesk%2BLive%2BChat&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F5981b0f78d15e748a9b0c43202461be2-3ca2fd5f164ed1cf1e052f60b3d24110%2Fresources%2Fnormal%2Flogo.png%3F1740082250&price=2) [Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Live+Chat+Software&product%5Fname=Zendesk%2BLive%2BChat&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F5981b0f78d15e748a9b0c43202461be2-3ca2fd5f164ed1cf1e052f60b3d24110%2Fresources%2Fnormal%2Flogo.png%3F1740082250&price=2) ### Products Insights Overall Rating Comparison [ Analyst Rating 86 Detailed Analysis ](#analyst-rating-section) [ User Sentiment ![Great User Sentiment](https://www.selecthub.com/display/images/scores/great.svg) (720 Reviews) ](#user-sentiment-section) [ Analyst Rating we're gathering data ](#analyst-rating-section) [ User Sentiment ![Great User Sentiment](https://www.selecthub.com/display/images/scores/great.svg) (162 Reviews) ](#user-sentiment-section) Price Starts From $19/Agent, Monthly, Freemium [ Free Trial is available →](https://pmo.selecthub.com/free-trial/?product%5Fname=Freshchat&category=Live Chat Software&product%5Flogo=https://d3uimxdj41cg3o.cloudfront.net/products/79286674060c5b8f6644bfff4ae069a2-bd830841b3ce0624358d65d81a3c9499/resources/normal/logo.png?1714428492) $25/User, Monthly [ Free Trial is available →](https://pmo.selecthub.com/free-trial/?product%5Fname=Zendesk Live Chat&category=Live Chat Software&product%5Flogo=https://d3uimxdj41cg3o.cloudfront.net/products/5981b0f78d15e748a9b0c43202461be2-3ca2fd5f164ed1cf1e052f60b3d24110/resources/normal/logo.png?1740082250) Pros What we like about Freshchat and Zendesk Live Chat: **Unified Platform:** Freshchat offers a comprehensive customer engagement platform, bringing together live chat, bots, and social media messaging into one interface. This streamlines workflows and provides agents with a holistic view of customer interactions. **Customization Options:** Users appreciate the ability to tailor the chat widget's appearance and behavior to match their brand and website. This includes customizing the widget's color, position, and welcome message, creating a seamless brand experience for visitors. **Automation Capabilities:** Freshchat's automation features, such as chatbots and canned responses, help to improve agent productivity and response times. Chatbots can handle routine inquiries, while canned responses provide quick answers to frequently asked questions, freeing up agents to focus on more complex issues. **Reporting and Analytics:** The platform offers robust reporting and analytics tools, providing insights into chat volume, agent performance, and customer satisfaction. This data empowers businesses to make data-driven decisions and continuously improve their customer support operations. **Omnichannel Support:** User reviews highlight that agents can interact with customers across various channels like email, chat, and calls, all within a single platform. **User-Friendly Interface:** User reviews praise the software for its intuitive design, making it easy for support teams to learn and use effectively. **Powerful Automation:** User reviews appreciate the robust automation tools, particularly for managing and routing support tickets, which can help streamline workflows. Cons What we dislike about Freshchat and Zendesk Live Chat: **Limited Customization:** Freshchat offers limited options for customizing the chat widget's appearance and behavior, making it challenging for brands to achieve a seamless integration with their website's design and user experience. **Mobile App Shortcomings:** The mobile app for agents has received criticism for its occasional glitches and lack of features compared to the desktop version, hindering efficient communication and issue resolution on the go. **Reporting Limitations:** Some users find the reporting and analytics capabilities of Freshchat to be somewhat basic, lacking the depth and granularity needed for comprehensive performance evaluation and data-driven decision-making. **Pricing Structure:** The pricing structure, particularly for larger teams or those requiring advanced features, can be a deterrent for some businesses, especially when compared to alternative solutions in the market. **Slow Response Times:** User reviews have cited instances where Zendesk Live Chat responses were delayed, even for simple inquiries. **Ineffective Automated Replies:** Some users have reported unsatisfactory experiences with automated responses, particularly when dealing with complex issues that require human intervention. ### Our Review Freshchat has carved out a niche for itself in the customer communication platform market, offering a compelling blend of features and affordability that resonates with many users. Reviewers frequently highlight the platform's intuitive interface and ease of use, making it a popular choice for businesses transitioning from simpler live chat solutions or those new to the world of customer messaging platforms. The seamless integration with other Freshworks products, such as Freshdesk and Freshsales, is another major draw, providing a unified view of customer interactions and streamlining workflows. This integration is particularly beneficial for businesses already invested in the Freshworks ecosystem, allowing them to leverage existing data and processes without the need for complex integrations. However, some users note that Freshchat's reporting and analytics capabilities could be more robust, especially when compared to competitors like Intercom or Zendesk Chat. While the platform offers basic reporting features, it may not provide the depth of insights needed by larger businesses or those with complex reporting requirements. Additionally, some users mention occasional limitations in customization options, particularly regarding chat widget appearance and branding. Despite these drawbacks, Freshchat's strengths in user-friendliness, affordability, and integration make it a compelling option for small to medium-sized businesses seeking a reliable and easy-to-implement customer messaging solution. Its focus on core live chat functionality and seamless integration with other Freshworks products makes it particularly well-suited for businesses already using or considering other tools within the Freshworks ecosystem. Show more Is Zendesk Live Chat the "zendesk" for live chat solutions, or does it leave users feeling "zen-desk" appointed? Zendesk Live Chat is generally well-regarded for its robust features and user-friendly interface, making it a solid choice for businesses seeking to enhance their customer support capabilities. Users praise its customizable chat widget, which allows for branding alignment and a seamless website integration. The ability to set operating hours ensures that customer expectations are managed effectively, while the smart offline mode provides a fallback option for inquiries received outside business hours. However, it's important to note that Zendesk Live Chat, out of the box, is primarily a live chat tool that requires human agents to respond to inquiries. Businesses seeking a fully automated chatbot solution would need to invest in development efforts using Zendesk's API and potentially integrate with third-party chatbot providers. While this might be a drawback for some, the platform's seamless integration with other Zendesk tools makes it an attractive option for businesses already invested in the Zendesk ecosystem, offering a centralized platform for managing customer interactions. Zendesk Live Chat is best suited for businesses of all sizes that prioritize real-time customer engagement and have the resources to dedicate staff to live chat support. Its user-friendly interface, coupled with its robust features and integration capabilities, makes it a powerful tool for delivering exceptional customer experiences. However, businesses seeking a fully automated chatbot solution might need to explore alternative options or be prepared to invest in custom development. Show more ### Analyst Rating Summary Overall Scores Based on the research and analysis by SelectHub's team of research analysts, Freshchat has an analyst rating of 86\. Our analysts are still gathering data for Zendesk Live Chat. 86 we're gathering data Features Comparison **Conversation Management** Handle every customer question efficiently by seeing the full history of their interactions and automatically routing them to the right team member, ensuring nothing slips through the cracks. 89 we're gathering data **Customer Collaboration** Team up with colleagues in private side conversations right within the chat window to quickly resolve complex customer issues without making the customer wait. 89 we're gathering data **Online Visitor Management** See exactly who is browsing your site in real time, what pages they are viewing, and where they came from so you can proactively offer assistance when they need it most. 96 we're gathering data [Show More](#) [Show More](https://pmo.selecthub.com/customize-data/?category=Live Chat Software) ### Analyst Ratings for Functional Requirements [Customize This Data](#) [Customize This Data](https://pmo.selecthub.com/customize-data/?category=Live Chat Software) How Freshchat compares against the top 5 functional requirements as defined by SelectHub project data. Freshchat Zendesk Live Chat \+ Add Product [\+ Add Product](https://pmo.selecthub.com/customize-data/?category=Live Chat Software) Conversation Management CustomerCollaboration Online VisitorManagement Platform Capabilities Ticket Management 89 89 96 96 62 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. **Conversation Management** Handle every customer question efficiently by seeing the full history of their interactions and automatically routing them to the right team member, ensuring nothing slips through the cracks. 87% 0% 13% we're gathering data N/A we're gathering data N/A we're gathering data N/A **Customer Collaboration** Team up with colleagues in private side conversations right within the chat window to quickly resolve complex customer issues without making the customer wait. 80% 0% 20% we're gathering data N/A we're gathering data N/A we're gathering data N/A **Online Visitor Management** See exactly who is browsing your site in real time, what pages they are viewing, and where they came from so you can proactively offer assistance when they need it most. 89% 11% 0% we're gathering data N/A we're gathering data N/A we're gathering data N/A **Platform Capabilities** Connect this chat tool with all your other business systems like CRM and help desk, creating a single, powerful platform that works perfectly within your existing workflow. 86% 14% 0% we're gathering data N/A we're gathering data N/A we're gathering data N/A **Ticket Management** Turn any live chat conversation into a support ticket instantly, making sure no follow-up request is ever missed and every customer issue is tracked and resolved. 20% 70% 10% we're gathering data N/A we're gathering data N/A we're gathering data N/A **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=Live Chat Software) ### Analyst Ratings for Technical Requirements [Customize This Data](#) [Customize This Data](https://pmo.selecthub.com/customize-data/?category=Live Chat 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. **Integration And Extensibility** Connect this tool with all the other software you already use, creating a seamless workflow that lets you pull up customer details and log activity instantly. 78% 0% 22% we're gathering data N/A we're gathering data N/A we're gathering data N/A **Requirements Summary** Of typical requirements, 76.7% are fully supported out of the box by Freshchat including Online Visitor Management, Conversation Management and Platform Capabilities. We are still evaluating data for Zendesk Live Chat at this time. Zendesk Live Chat has an analyst rating of and a user sentiment rating of 'great' based on 162 reviews, while Freshchat has an analyst rating of 86 and a user sentiment rating of 'great' based on 720 reviews. ### User Sentiment Summary Freshchat has a user sentiment rating of 87 based on 720 reviews. Zendesk Live Chat has a user sentiment rating of 86 based on 162 reviews. ![Great User Sentiment](https://www.selecthub.com/display/images/scores/great.svg) 720 reviews ![Great User Sentiment](https://www.selecthub.com/display/images/scores/great.svg) 162 reviews Synopsis Evaluating all review platforms, our market analysts have compiled the following user sentiment data. 87% of users recommend this product Freshchat has a 'great' User Satisfaction Rating of 87% when considering 720 user reviews from 4 recognized software review sites. 86% of users recommend this product Zendesk Live Chat has a 'great' User Satisfaction Rating of 86% when considering 162 user reviews from 1 recognized software review sites. User Review Scores **G2.com, Inc** **4.4** (489) n/a **Capterra Inc** **4.1** (112) n/a **Gartner, Inc** **4.2** (28) n/a **TrustRadius** **4.4** (91) **4.3** (162) ### Awards SelectHub awards earned by these products based on a comprehensive analysis by our research analysts. SelectHub research analysts have evaluated Freshchat and concluded it earns best-in-class honors for Platform Capabilities. ![Platform Capabilities Award]() No awards. ### 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 [ Freshchat Alternatives](https://www.selecthub.com/live-chat-software/freshchat/alternatives/) [ Zendesk Live Chat Alternatives](https://www.selecthub.com/live-chat-software/zendesk-live-chat/alternatives/) ### Screenshots ![Screenshots]()![Screenshots]()![Screenshots]()![Screenshots]()![Screenshots]()![Screenshots]()![Screenshots]()![Screenshots]() ![Screenshots]()![Screenshots]()![Screenshots]()![Screenshots]()![Screenshots]() ### Key Features * **Messaging Channels:** Receive, manage and respond to conversations from multiple channels from a unified inbox. Stay connected with ERP and CRM to automate queries in advance. Launch bots to automate tasks based on hours. * **Campaigns:** Design flows and set timings to trigger targeted audience emails. Send emails based on user intent and website behavior. Set up different timings to re-engage or send invites and reminder emails. Analyze data gathered from previous campaigns and optimize performance accordingly. * **Chatbots:** Create bots with the easy-to-use, low code bot builder. Build multiple bots to handle tasks like answering customer questions, updating data or building a single bot to handle multiple tasks. Set up bots for different cases with a predefined, ready-to-use template. read more... * **Real-Time Chat:** Engage with customers instantly through a live chat interface, allowing for immediate assistance and support. * **Chat Routing:** Automatically direct chats to the most appropriate agent based on predefined rules, ensuring efficient handling of customer inquiries. * **Customizable Chat Widget:** Tailor the appearance and functionality of the chat widget to align with your brand's identity and website design. * **Pre-Chat Forms:** Collect essential customer information before initiating a chat, streamlining the support process and providing context to agents. * **Chat History:** Access past interactions with customers to provide informed and consistent support, enhancing the overall customer experience. read more... ### Top Alternatives in Live Chat Software [ Chaport ](https://www.selecthub.com/p/live-chat-software/chaport/) [ Chatra ](https://www.selecthub.com/p/live-chat-software/chatra/) [ Crisp ](https://www.selecthub.com/p/live-chat-software/crisp/) [ Drift ](https://www.selecthub.com/p/live-chat-software/drift-ai/) [ Intercom ](https://www.selecthub.com/p/live-chat-software/intercom/) [ JivoChat ](https://www.selecthub.com/p/live-chat-software/jivochat/) [ LiveAgent ](https://www.selecthub.com/p/help-desk-software/liveagent/) [ LiveChat ](https://www.selecthub.com/p/live-chat-software/livechat/) [ Olark ](https://www.selecthub.com/p/live-chat-software/olark/) [ Pure Chat ](https://www.selecthub.com/p/live-chat-software/pure-chat/) [ Smartsupp ](https://www.selecthub.com/p/live-chat-software/smartsupp/) [ tawk.to ](https://www.selecthub.com/p/live-chat-software/tawk-to/) [ Tidio ](https://www.selecthub.com/p/live-chat-software/tidio/) [ Userlike ](https://www.selecthub.com/p/live-chat-software/userlike/) [ Zoho SalesIQ ](https://www.selecthub.com/p/customer-engagement-platforms/zoho-salesiq/) ### Head-to-Head Comparison ![Freshchat Software Tool]() ![Chaport Software Tool]() [Freshchat VS Chaport](https://www.selecthub.com/live-chat-software/freshchat-vs-chaport/) ![Freshchat Software Tool]() ![Chatra Software Tool]() [Freshchat VS Chatra](https://www.selecthub.com/live-chat-software/freshchat-vs-chatra/) ![Freshchat Software Tool]() ![Crisp Software Tool]() [Freshchat VS Crisp](https://www.selecthub.com/live-chat-software/crisp-vs-freshchat/) ![Freshchat Software Tool]() ![Drift Software Tool]() [Freshchat VS Drift](https://www.selecthub.com/live-chat-software/freshchat-vs-drift-ai/) ![Freshchat Software Tool]() ![Intercom Software Tool]() [Freshchat VS Intercom](https://www.selecthub.com/live-chat-software/intercom-vs-freshchat/) ![Freshchat Software Tool]() ![JivoChat Software Tool]() [Freshchat VS JivoChat](https://www.selecthub.com/live-chat-software/freshchat-vs-jivochat/) ![Freshchat Software Tool]() ![LiveChat Software Tool]() [Freshchat VS LiveChat](https://www.selecthub.com/live-chat-software/livechat-vs-freshchat/) ![Freshchat Software Tool]() ![Olark Software Tool]() [Freshchat VS Olark](https://www.selecthub.com/live-chat-software/olark-vs-freshchat/) ![Freshchat Software Tool]() ![Pure Chat Software Tool]() [Freshchat VS Pure Chat](https://www.selecthub.com/live-chat-software/freshchat-vs-pure-chat/) ![Freshchat Software Tool]() ![tawk.to Software Tool]() [Freshchat VS tawk.to](https://www.selecthub.com/live-chat-software/tawk-to-vs-freshchat/) ![Freshchat Software Tool]() ![Tidio Software Tool]() [Freshchat VS Tidio](https://www.selecthub.com/live-chat-software/tidio-vs-freshchat/) ![Freshchat Software Tool]() ![Userlike Software Tool]() [Freshchat VS Userlike](https://www.selecthub.com/live-chat-software/freshchat-vs-userlike/) **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/lcs-software-requirements-onsite/) ![SelectHub Products Cost and Pricing Guide]() [ Get Your Free Comparison Report](https://pmo.selecthub.com/request-custom-scorecard/?category=Live%20Chat%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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