Zoho Desk
4.9 out of 5 starsFreshservice
4.6 out of 5 starsRatings and Reviews 17 Ratings
Ratings and Reviews 2,173 Ratings
What is Zoho Desk?
Experience immediate joy and quick communication with Zoho Desk's integrated Chat widget, enabling rapid responses to customer inquiries. The chat feature embedded within Zoho Desk ensures that you are readily available to assist customers who may struggle to find information in your Help Center. Customers can quickly reach out to your agents for prompt answers and support, enhancing their experience. For more intricate issues, agents have the ability to transform chat discussions into tickets, ensuring proper tracking and resolution. All context from chat interactions is stored, eliminating any potential delays in service. Furthermore, chat tickets can be assigned to your team's reliable specialists, promoting accountability. Zoho Desk also facilitates the delegation of tickets from various channels to designated agents and teams, streamlining workflow and enhancing efficiency, ultimately contributing to customer peace of mind. This seamless integration fosters a more connected relationship between your team and clients.
What is Freshservice?
If you're seeking a straightforward IT service desk solution, Freshservice stands out as an excellent option. This user-friendly ITIL service desk offered by Freshworks enables organizations to modernize their IT operations and other business processes without the burden of complexity or excessive costs. Freshservice encompasses all the essential tools teams require to efficiently manage proactive IT services, featuring capabilities such as asset management, ticketing, configuration management, and improved impact analysis, along with powerful incident management features. By adopting Freshservice, businesses can streamline their IT service delivery and enhance overall productivity.
Integrations Supported
Carbide
Chronicle SOAR
Cx Moments
ElectroNeek
Google Workspace
Help Desk Migration
Jira Work Management
Make
Membrane
Motileo
Integrations Supported
Carbide
Chronicle SOAR
Cx Moments
ElectroNeek
Google Workspace
Help Desk Migration
Jira Work Management
Make
Membrane
Motileo
API Availability
API Availability
Pricing Information
$12.00 per user per month
Free Version
Free Trial Offered?
Pricing Information
$19/agent/month
Starter: $19/agent/month
Growth: $49/agent/month
Pro: $99/agent/month
Growth: $49/agent/month
Pro: $99/agent/month
Free Trial Offered?
Supported Platforms
SaaS
Android
iPhone
iPad
Supported Platforms
SaaS
Customer Service / Support
Standard Support
Web-Based Support
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Training Options
Documentation Hub
Webinars
Online Training
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Company Facts
Organization Name
Zoho
Date Founded
1996
Company Location
India
Company Website
www.zoho.com/desk
Company Facts
Organization Name
Freshworks
Date Founded
2010
Company Location
United States
Company Website
freshservice.com
Categories and Features
After-Sales Service
Not specified
Agentic AI
Not specified
AI Agents
Not specified
AI Customer Service
Not specified
Call Center
Call Logging
Call Scripting
Real-time Chat
Call Monitoring
Not specified
Complaint Management
Case Management
Complaint Classification
Customer Complaint Tracking
Feedback Management
Issue Tracking
Quality Assurance Management
Self Service Portal
Social Media Monitoring
Survey Management
Contact Center Quality Assurance
Not specified
Customer Engagement
Analytics
Communication Management
Feedback Collection
Live Chat
Customer Experience
Action Management
Customer Segmentation
Dashboard
Feedback Management
Knowledge Management
Customer Self-Service
Not specified
Customer Service
Alerts / Escalation
Appointment Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Surveys & Feedback
Help Desk
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Issue Tracking
Assignment Management
Dashboard
Escalation Management
Issue Scheduling
Knowledge Base
Recurring Issues
Scheduling
Task Management
ITSM
Not specified
Knowledge Management
Collaboration
Content Management
Decision Tree
Discussion Boards
Full Text Search
Knowledge Base Management
Self Service Portal
Live Chat
Canned Responses
Geo Targeting
Offline Form
Proactive Chat
Screen Sharing
Third Party Integration
Service Request Management
Not specified
Team Communication
Activity / News Feed
Calendar Management
Chat / Messaging
Discussion Threads
File Sharing
Push Notifications
Search
Surveys & Feedback
Task Management
Categories and Features
AI Service Management (AISM)
Not specified
Asset Tracking
Activity Tracking
Audit Trails
Barcoding / RFID
Depreciation Tracking
Disposal Tracking
Inventory Management
QR Codes
Service History
Change Management
Approval Workflow
Audit Trail
Change Calendar
Change Planning
Compliance Management
Prioritization
Release Management
Task Management
Cloud Management
Not specified
CMDB
Change Management
Configuration Management
Data Visualization
Device Auto Discovery
IT Asset Management
License Management
Relationship Mapping
Complaint Management
Case Management
Complaint Classification
Corrective Actions (CAPA)
Customer Complaint Tracking
Feedback Management
Forms Management
Issue Tracking
Routing
Self Service Portal
Survey Management
Contract Management
Buy Side (Suppliers)
Completion Tracking
Contract Lifecycle Management
Electronic Signature
Pre-built Templates
Sell Side (Customers)
Workflow Management
Help Desk
Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Incident Management
Interaction Tracking
Knowledge Base
Known Issue Management
Live Chat
Multi-Channel Communication
Multiple Brands / Products
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Incident Management
Audit Trail
Corrective Actions (CAPA)
IT Incident Management
Incident Reporting
OSHA Compliance
Root-Cause Diagnosis
Safety Management
Task Management
Ticket Management
Issue Tracking
Assignment Management
Dashboard
Escalation Management
Issue Auditing
Issue Scheduling
Knowledge Base
Project Management
Recurring Issues
Scheduling
Task Management
IT Asset Management
Asset Tracking
Audit Management
Compliance Management
Configuration Management
Contract/License Management
Cost Tracking
Depreciation Management
IT Service Management
Inventory Management
Maintenance Management
Procurement Management
Requisition Management
Supplier Management
IT Documentation
Not specified
IT Management
Compliance Management
Hardware Inventory
License Management
Scheduling
Software Inventory
User Activity Monitoring
IT Project Management
Bug Tracking
Issue Management
Percent-Complete Tracking
Prioritization
Product Roadmapping
Requirements Management
Status Tracking
Supports Agile
Supports Scrum
Task Management
Testing / QA Management
Time & Expense Tracking
IT Service
Contract Management
IT Asset Management
Incident Management
Knowledge Management
Release Management
Self Service Portal
Service Catalog
Service Reporting
Ticket Management
ITSM
Asset Tracking
Change Management
Configuration Management
Contract/License Management
Dashboard
Incident Management
Problem Management
Project Management
Release & Deployment Management
Self Service Portal
SaaS Management
Not specified
Service Desk
CMDB
Change Management
IT Asset Management
Incident Management
Knowledge Base
Mobile Access
Procurement Management
Remote Control
SLA Management
Self Service Portal
Service Request Management
Not specified
SLA Management
Not specified
Software Asset Management (SAM)
Not specified