Zendesk vs Salesforce vs Freshdesk: Comparison of Top 3 Help Desk Solutions

Freshdesk: Top Help Desk Software

USER SATISFACTION 100%
OUR
SCORE
9.8

top3If you’re considering investing in a reliable help desk system for your business, you’ll most likely be choosing from the top three popular solutions available on the market: Zendesk, Freshdesk and Salesforce. How do you decide the most suitable app from Zendesk vs Salesforce vs Freshdesk? In this article we’ll try to help you with making that choice by thoroughly comparing all three services agains each other with special focus given to factors such as ticketing modules, communication channels, analytics and reporting tools, available integrations and mobiles support.

Overview of Freshdesk

Total Score: 9.8/10
User Satisfaction Rating: 98%
Pricing: free for up to 3 users, paid plans start at $15

Here's how part of Freshdesk UI looks like

Here’s how part of Freshdesk UI looks like

Freshdesk won our Best Help Desk Software Award for 2015

Freshdesk won our Best Help Desk Software Award for 2015

Our experts have systematically analyzed a wide range of help desk software apps, and after a thorough examination found Freshdesk to be the best available solution on the market. Our panel of experts gave Freshdesk a total score of 9.8/10 which puts it at the top of our help desk software ranking. The software also has an outstanding user satisfaction rating of 98% which clearly shows how positive its users are about Freshdesk. Since Freshdesk provides an impressive quality level both in terms of features and customer support we distinguished it with two prestigeous awards: our Best Help Desk Software Award for 2015 and our Expert’s Choice Award for 2015. Freshdesk also provides a very flexible pricing plan and even offers a free version of the tool for small teams of up to 3 users. You can easily test all key features of the app with their great free trial as well. You can sign up for Freshdesk free trial here.

Freshdesk is based in San Francisco, CA, and boasts more than 50,000 customers worldwide including prominent names like Honda, 3M, Pearson, University of Pennsylvania, Petronas, and Cisco. The app can be used by organizations of any size, but is especially popular among small and medium businesses. Freshdesk offers reliable customer support through phone and email, and provides a knowledge base for self-help. It is scalable for large enterprises that can make use of premium features like custom email servers, custom agent roles, portal customization, and IP whitelisting. If you want a more comprehensive look at Freshdesk and it’s features, integrations and pricing you should read our Freshdesk reviews.

Overview of Zendesk

Total Score: 9.7/10
User Satisfaction Rating: 94%
Pricing: $29 per month per agent for the Regular Plan

Here's how Zendesk looks in action

Here’s how Zendesk looks in action

Like Freshdesk, Zendesk is also based in San Francisco, CA. The similarities do not end there. Zendesk also stands out for its multi-channel support and quality ticketing system. It also boasts an excellent reporting and analytics module. Another similarity is in the fact that Zendesk also offers a self-service portal to help you create a knowledge base and FAQs for customer self-help. Our team of B2B experts gave Zendesk a very good score of 9.7/10 which makes is the second best help desk solution on our list of top help desk apps. If you want to get more information about Zendesk and its features, pricing plans and available integrations you can read our detailed review of Zendesk.

Overview of Salesforce Sales Cloud

Total Score: 9.6/10
User Satisfaction Rating: 98%
Pricing: starts at $25

salesforce

Like the other two apps, Sales Cloud is also based in San Francisco, CA. It is basically a CRM solution with a help desk component. It is part of the Salesforce suite of business apps. Sales Cloud offers email and social media support. You can also use its robust CRM features to leverage customer support data to boost sales. Sales Cloud is targeted at small businesses that want to launch their help desk support and plan to integrate it with other Salesforce products later on. Our experts evaluated Salesforce with a score of 9.6/10 which puts it on the third place in our ranking of best help desk solutions. If you need a more comprehensive view of Salesforce and its modules and pricing info you can read our detailed review of Salesforce.

Comparison of Ticketing Module

Ticketing is the key feature for any help desk software, as it enables users to accept customer queries, respond promptly, and monitor engagements. Both Freshdesk and Zendesk boast robust ticketing modules, while Sales Cloud needs to be integrated with Desk.com to handle tickets. Freshdesk and Zendesk offer similar ticketing features including:

  • Macros to create standard replies
  • Triggers and business rules
  • File attachments
  • Views based on ticket conditions
  • Ticket queuing, status, and properties
  • Service level agreements settings (SLAs)
  • Agent collision detection

Both Freshdesk and Zendesk show the ticket source which could be chat, social media, or email, and use rich-text format to help users highlight key points in an email response. Similarly, both apps offer shared view to help agents collaborate on handling tickets.

Freshdesk stands out for its individual ticketing dashboard, which displays customer information inside the ticket, including their contact numbers. This helps agents to call customers for urgent issues while inside the ticket. Another outstanding feature of Freshdesk is that it gives smart suggestions for solutions to the ticket based on its keywords. This feature helps agents to send faster standard replies.

You can share Zendesk tickets with other Zendesk accounts, enabling you to collaborate on customer service with outside teams such as vendor or retail partners. This helps you offer customer support in conjunction with other providers.

Comparison of Communication Channels

Freshdesk and Zendesk provide multiple channels for contacting customers, while Sales Cloud only offers email and social media support.

Freshdesk and Zendesk offer integrated phone, live chat, and email support, social media integration, and self-service center. You can integrate your Facebook and Twitter pages with the apps and offer customer support right inside your customers’ favorite social websites.

Both applications offer a self-service portal to create a knowledge base and community forum. Both solutions also support customization to suit your brand feel and colors. Freshdesk goes a step further and enables replication of your website’s CSS style in the help center for seamless branding.

Zendesk’s self-service center is offered in more than 40 languages, which is great if your main markets include non-English speaking countries. Freshdesk and Zendesk also provide a support widget that can be embedded on your website so that visitors need not leave the site page to access your help center or submit a ticket.

Freshdesk’s widget is especially impressive as you can place it as a subtle tab anywhere on the page and it expands when clicked. In contrast, the Zendesk widget only appears in the bottom part of the website. In the Freshdesk widget, customers get smart suggestions based on their query’s keywords.

Sales Cloud also allows you to monitor your customers’ social media activities on Facebook, Twitter, and YouTube, among others, to learn about their issues and provide answers. It allows you to send email messages from your cloud account, desktop client, or mobile app, and integrate other email apps to monitor customer messages from these channels.

Freshdesk and Zendesk score over Sales Cloud in this category as they offer multiple communication channels.

Comparison of Mobile Features

Freshdesk has the most robust mobile platform, but Zendesk has greater reach as it offers versions for Kindle and Windows. However, Zendesk offers only select mobile capabilities, and you need to tweak its mobile SDK (Android and iOS only) to use live chat, knowledge base, and ticket submission in the mobile interface.

Freshdesk scores in this category as it offers powerful capabilities in both its Android and iOS apps. You can perform tasks such as responding to tickets, changing priorities, and marking spam. Agents can pass a ticket to an office-based agent if they are unable to attend to the ticket in the field for any reason.

Salesforce mobile app lets you take customer profile and insights from the contact management module, and you can take the data in the field. The rest of its features are designed for CRM.

Comparison of Reporting and Analytics Tools

Both Freshdesk and Zendesk provide robust reporting and analytics tools to help you measure customer support performance. Important features offered by both solutions include:

  • Dashboard that helps monitor agents’ performance and identify star performers and weak links in your team
  • Time tracking for individual tickets
  • Customer satisfaction surveys
  • Track important ticketing data from number of resolved tickets
  • Customer satisfaction ratings to assess agents’ performance
  • Average response time

Both Freshdesk and Zendesk offer powerful reporting tools to help you create visual reports and metrics for analysis and presentation.

Freshdesk goes a step ahead as it simplifies customer satisfaction analytics with emoticons that help to track your team’s performance. The Freshdesk Arcade gamifies customer support with leaderboard scoring and awards. You can award your best performers for good performance, which can serve as a big motivation factor.

Zendesk offers 50 best practice reports including customer experience, agent performance, and operational efficiency. Its Enterprise plan has up to 200 custom fields. You can compare your support team’s performance against your competitors that also use Zendesk. This can help to motivate your agents to do better.

Sales Cloud offers contact management that lets users get a 360-degree view of customers, including their communication history, past activities, and social engagement. This tool has been designed for assessing online deals and campaigns.

Comparison of Integrations

All three products offer robust integration capabilities:

Sales Cloud, being part of the Salesforce suite, integrates with other Salesforce apps such as Desk.com, Marketing Cloud, and Pardot. The Salesforce suite is known for its AppExchange, home to hundreds of business apps.

Freshdesk integrates with a host of popular apps including e-commerce, CRM, productivity, and invoicing products. Top brands like Google, JIRA, Nimble, Dropbox, Zapier, Shopify, and MailChimp work well with Freshdesk, which also integrates with Salesforce business apps.

Zendesk has a comprehensive app store that enables users to add more features such as project management, marketing automation, e-commerce, and live chat. Most add-ons are free, and the rest are minimally priced. You can use Zendesk’s API to create your own third-party app.

Bottom Line

After a careful analysis of Zendesk vs Salesforce vs Freshdesk (as well as other popular help desk solutions) our experts decided that Freshdesk is currently the best possible choice for a company that is looking for a reliable and efficient help desk service. With a score of 9.8/10, a leader position in our help desk category and being the winner of our Best Help Desk Software Award for 2015 Freshdesk is definitely the most sensible option to invest in. It also provides a great freemium and free trial plan that will let you test the key features of Freshdesk at no cost. You can easily sign up for Freshdesk free trial here.

Read more:  Review of Vision Helpdesk: Pros, Cons and Pricing of Award-winning Help Desk Software
Category: B2B News

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