Top 3 Help Desk Software: Comparison of Freshdesk, Zoho Desk and Wix Answers

Freshdesk: Top Help Desk Software


If you want to select a suitable help desk system for your business that will let you resolve all customer issues we can help you. Our B2B specialists reviewed top help desk software platforms to help you select the best-in-class application. They did a detailed investigation of more than 50 help desk software tools in our database and narrowed down the choice to the top 3 systems that provide the best service level quality, value for money, and functionality:

  1. Freshdesk [ start free trial here ]
  2. Zoho Desk [ start free trial here ]
  3. Wix Answers [ start free trial here ]

Overall, we find Freshdesk as the better choice among the three. However, we also pointed out where Zoho Desk and Wix play strong. So, it’s a matter of priority, too, when you decide which among the solutions fit your needs. Read on to get the help desk comparison details.

1. Freshdesk

After a close evaluation of the features of the three products, we selected Freshdesk as the winner in our help desk software category. You can also browse our Freshdesk reviews that discuss all key features and benefits of this platform. Freshdesk provides a great free trial plan and a freemium for up to 3 users. You can easily try the software on your own without paying a penny when you sign up for Freshdesk free trial here.

Freshdesk won our Best Help Desk Software Award for 2017

San Francisco, CA-based Freshdesk boasts more than 40,000 global customers who utilize its robust mobile platform, multi-communication channels, and cloud-based ticketing to provide responsive customer support. The system is designed to empower businesses of all sizes and is especially helpful for small and medium-sized enterprises because of its freemium package that includes phone and email support, and knowledge base. Paid plans begin at $16/agent/month. In addition, the application is scalable to enterprise-level functionality including custom email servers, custom agent roles, portal customization, and IP whitelisting.

2. Zoho Desk

Zoho Desk is a support desk solution that helps companies with features that improve agent productivity, and reports and analytics that assist managers to find important issues in agent performances. They can use the insights to make smart business decisions and enhance their service levels. In addition, the vendor provides relevant and timely support via phone, email, and tickets.

The software is unique in a sense that it gives you three main channels to deliver support: ticketing system, call center and social media. This helps you stay in touch with customers across multiple touch points. Additionally, it helps you build a knowledge base and forums for FAQs or sharing of best practices from other users.

We recommend you to read our detailed Zoho Desk reviews to learn more about this software. There is a freemium plan for up to 3 agents. Pricing starts at $12 per agent/month

You can also take advantage of the vendors comprehensive offer when you sign up for a Zoho Desk free trial to analyze the app’s features before making a purchase decision.

3. Wix Answers

Wix Answers is a free all-in-one help desk platform that provides call center, ticketing system, and knowledge base tools that are built into the Wix system. It is a complete customer support product that you can utilize to build your help center that fits your branding, handle tickets  using multiple support channels, offer assistance to customers on your website, administer an inbuilt call center, facilitate communication, and get access to operable business insights for educated decision making. In short, the software’s streamlined interface and sophisticated customization options make it a reliable, efficient, and smart solution for any business. You can easily sign up for Wix Answers free trial here.

Why have we included Wix Answers in this list of top help desk platforms? To start, as the software is a module of Wix which is a powerful website builder, you can easily set it up and get started. In addition, Wix has a reputation of loading robust tools in a user-friendly interface. This makes it an ideal product for users who are utilizing the Wix site builder software such as enterprises, SMBs, and professionals as it’s highly flexible and scalable. You can find more details on the system in our Wix Answers reviews.

Comparison of Ticketing Features

Ticketing is the center of any help desk platform, the capability to accept customer queries, provide timely response, and monitor engagements. Freshdesk is a leader when it comes to managing tickets, as it automates ticket routing to streamline the process, and provides unique email to ticket conversions. Zoho Desk delivers a fully functional ticketing system that businesses can utilize to address customer queries and issues.

Wix Answers, on the other hand, streamlines all customer support tickets received via multiple channels including phone, email, and social media sites. Users can efficiently track these support tickets and provide a response by automatically offering article recommendations or by sending articles from their knowledge base. In addition, they can enhance contact forms by including custom fields to garner more info about your customers.

Freshdesk offers Automated Scenarios and Ticket Routing as well as Email to Ticket conversion, while Zoho Desk has social support integration which enables clients to ask questions, submit support requests, and call for assistance utilizing Twitter and Facebook. Support reps don’t need to exit the platform to address posts and calls – they can provide responses from the same interface.

That said, it is difficult to select the best ticketing solution between the 3 products and the choice depends on small nuances in the final phase. However, our vote goes to Freshdesk because of its easy customizability that allows users to categorize tickets based on their SLA policy and make support portals more brand-centric, which helps to save time. In addition, Freshdesk offers a range of smart automations that refund tickets to billing.

Comparison of Communication Channels

When it comes to communication, Freshdesk is the leader as it integrates a fully functional ticketing helpdesk in both modern and traditional support channels, can be linked with multiple mailboxes, and automatically converts all support queries into tickets. In addition, it provides a number of robust integrations which ensure no ticket is missed.

Zoho Desk offers an integrated help center method that allows companies to offer multiple support channels that fit their method of work and also meet client preferences. Businesses can utilize a fully functional ticketing platform to resolve customer queries or provide support in real time using its call center module.

Wix Answers, on its behalf, enables you to unify your support channels in a single customer support platform. This allows you to optimize your knowledge base and ticketing system with your inbuilt call center where you can utilize your own 1-800 number to make and receive calls. Customers can conveniently ask for a callback enabling you to provide service that prioritizes your customer’s preference and convenience.

An important element of Freshdesk’s communication capability is the availability of an embedded support widget, which prevents users from leaving your website after they’ve accessed your help center or submitted their ticket.

Comparison of Mobile Features

All 3 products are web-based and provide mobile-friendly interfaces to be accessed from a mobile device. Here too, Freshdesk is the most compatible product, as it boasts the most powerful platform, highest capability levels, and widest reach. Freshdesk is available for all mobile devices and operating systems (it offers mobile apps for iPhone/iPad, Android, and Windows Mobile), and is the only software that supports Windows Mobile compared to Zoho Desk (Android and iOS) and Wix Answers (Android and iOS).

You can access Freshdesk on a mobile device to reply to tickets, mark spam, change priorities, and send the ticket to an office-based rep in case you need to close your mobile device inside an airport or bank, or your battery is running low.

Comparison of Reporting and Analytic tools

All 3 products help you to measure and improve efficiency with a number of analytic and reporting features. Freshdesk offers a classic set of performance reports, including the mandatory log and SLA compliance reports, channel reports, and agent/department ranking reports. In addition, Freshdesk provides group performance, clogging tickets, top customer analysis, and daily and weekly trend reports.

Zoho Desk’s analytics and reporting tools assist mangers to identify issues connected to agent productivity and performance. They get actionable insights that they can utilize to boost efficiency, leading to greater customer satisfaction and higher profits.

Wix Answers’ centralized system provides you important insights on your support service, products, and customers. In addition it gives you an overview of your ticket response times, customer satisfaction ratings, and team’s performance to empower you take the appropriate actions needed to enhance your service levels.

Comparison of Integrations

All three programs display robust integration capabilities.

Freshdesk boasts strong Facebook and Twitter integrations. In addition, its list of integrations includes shopping cart and sales software, email management solutions, a number of key CRM systems, and all Google Apps products.

On the other hand, Zoho Desk seamlessly integrates with a number of products from the Zoho stable including Zoho CRM, Zoho BugTracker, Zoho SalesIQ, Zoho Creator, Zoho Projects, Zoho Reports and Zoho CRM. Other integrations are with Facebook, RingCentral, and Twilio. Similarly, Wix Answers functions seamlessly with Wix and its integrations.

Our Final Verdict

When it comes to service desk platforms, Freshdesk offers a more powerful suite of features compared to Zoho Desk and Wix Answers. It is a great choice because of its best-in-class functionalities. We have made it our top selection because it exhibits better functions in communication channels, ticketing, and mobile platforms, the critical elements for any customer service product. You can easily try out their tools; simply sign up for a Freshdesk free trial.

On the other hand, Zoho Desk’s strengths are task automation and multiple support channels that businesses can employ to deliver fast and responsive customer support. This help desk system gathers staff from multiple departments and empowers them to deliver a unified customer support experience.

Finally Wix Answers’ strong points are ticket management for multiple channels, built-in call center support, access to actionable insights, and easy-to-setup help center. You can conveniently deploy this free software to provide customer support from your website.

Category: B2B News

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