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Difference Between Freshdesk and Zoho Desk

Most businesses cannot operate without functional and reliable systems. CRM systems help businesses improve operations such as customer relations, scale business operations, simplify marketing & targeting, lower overall daily operating costs and increase the conversion rates, just to mention a few. Freshdesk and Zoho are among the most popular CRM platforms. Despite the similarity between the two, they have differences. Businesses need to evaluate which platform works best for them. And it all starts with understanding the differences between the two. 

What is Freshdesk?

Freshdesk is an all-in-one modern customer service platform that provides businesses with everything they need to personalize engagement, elevate customer service and empower the team. 

Freshdesk has various features including:

  • Ticketing features- The ticketing features helps in tasks categorization, prioritization and also task assignments. They include team inbox, agent collision detection, ticket field suggester, SLA management, custom ticket status, thank you detector, canned responses and scenario automation. 
  • Collaboration features- These helps teams work together efficiently and quickly. 
  • Omnichannel features- These include Email, chat, phone, social media, website and WhatsApp. 
  • Field service features- They include scheduling dashboard, time tracking, customer signature, mobile field service, service groups and service tasks. 
  • Automation features- They include ticket dispatch, event-triggered automation, intelligent ticket assignment, time-triggered automation, omniroute and automatic email notification. 
  • Self-service features- These include help widget, chatbot, feedback mechanism and forum moderation. 
  • Analytics features- These include curated reports, custom reports, dashboards, customer satisfaction ratings, widget customization and schedule reports. 
  • Customization features- These features help customize customer portals, workflows and agents. They include portal customization, custom ticket forms, custom URL, custom Apps, custom agent roles and custom segments. 
  • Security features- These include custom SSL certificates, identity & access management as well as IP & Network restrictions. 

What is Zoho desk?

This is a cloud-based CRM software ideal for businesses of all sizes. It has a wide variety of features, making it among the most used CRM platforms globally. 

Zoho desk has various features including:

  • Ticket management features- These helps in tracking customer requests across brands, departments, channels and even products. They include multi-department, multichannel, multi-brand help centre, telephony, Email, social media and live chat. 
  • Zia features- This use thoughtfully built AI to make a great support team. They include Zia voice, Auto-tag tickets, Ask Zia, Zia notifications, sentiment analysis, Zia dashboard, reply assistant and Zia skill builder. 
  • Self-service features- This enables customers to find answers to queries quickly. They include a multi-brand help centre, community, embeddable self-service and knowledge base. 
  • Agent productivity features- These include work modes, teams, response editor, CRM integration, mobility and ticketing efficiency. 
  • Automation features- These include ticket assignment, essentials, notification rules, workflows, layouts, SLAs & escalations, custom functions and blueprint. 
  • Extensibility features- These include integrations, extend, custom functions, SDKs, marketplace & platform, blueprint, APIs and layouts. 
  • Insights and impact features- They include time tracking, reports & dashboards and headquarters. 
  • Customization- These include Multi-brand help centre, layouts, templates, status, rebranding and domain mapping. 
  • Security features- They include profiles, roles, sharing, field-level security and GDPR. 

Similarities between Freshdesk and Zoho desk

  • Both are supported on web-based, Android app and iPhone app platforms
  • Both have a free trial option
  • Both are ideal for small businesses, freelancers, large and even mid-sized businesses
  • Both are subscription-based platforms
  • Both have a free version

Differences between Freshdesk and Zoho desk

Company details

Freshdesk was founded by Freshworks in 2011. On the other hand, Zoho desk was founded by Zoho in 1996. 


Freshdesk is highly-priced, with its pricing starting from $19 monthly. On the other hand, the pricing of Freshdesk starts from $14 monthly. 


While Freshdesk is suitable for all kinds of business regardless of the size, Zoho desk is suitable for companies that are customer-focused and have a large volume of customer interactions. 

Compatible devices

Freshdesk is available on Android, web-based, Windows mobile and iPhone/ iPad. On the other hand, Zoho desk is available on Windows, iPhone, web-based, Android and Mac devices. 

Freshdesk vs. Zoho desk: Comparison Table

Summary of Freshdesk vs. Zoho desk

Freshdesk was founded by Freshworks in 2011. On the other hand, Zoho desk was founded by Zoho in 1996. While Freshdesk is suitable for all kinds of business regardless of the size, Zoho desk is suitable for companies that are customer-focused and have a large volume of customer interactions. Both have different features. However, they remain among the best CRM platforms globally. 

Here are answers to some of the questions that you are looking for:

What is the difference between Zoho CRM and Zoho desk?

Zoho CRM is a cloud-based CRM software that assists businesses of all kinds and sizes to close off deals better, smarter and faster. On the other hand, Zoho desk is a platform that helps businesses manage customer service. As such, these two have different features. 

Is Freshdesk better than Zendesk?

Both Freshdesk and Zendesk offer different features. As such, you can only determine which platform to use based on the needs of your business. However, Zendesk has been proven easier to use than Freshdesk

What is the difference between Freshdesk and Freshservice?

Freshdesk is a customer service software that helps businesses manage, track and resolve customer issues. On the other hand, Freshservice is an internal service management and IT helpdesk platform that helps businesses automate and simplify their IT operations. 

What is Freshdesk used for?

Freshdesk is a platform that is used to simplify customer service for all types of businesses. It offers a wide variety of solutions such as automations, help widgets, ticketing and collaborative features. 

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References :

[0]Zaigham Mahmood. Software Project Management for Distributed Computing: Life-Cycle Methods for Developing Scalable and Reliable Tools. Springer Publishers, 2017. https://books.google.co.ke/books?id=ocCaDgAAQBAJ&pg=PA99&dq=Difference+between+Freshdesk+and+Zoho+desk&hl=en&sa=X&ved=2ahUKEwj21v-ei5fxAhVLyoUKHeEjAEUQ6AEwAnoECAkQAg#v=onepage&q=Difference%20between%20Freshdesk%20and%20Zoho%20desk&f=false

[1]Paul Goodey. Salesforce CRM: The Definitive Admin Handbook. Packt Publishing Ltd, 2013. https://books.google.co.ke/books?id=lOoNr4eZ0ooC&printsec=frontcover&dq=Difference+between+Freshdesk+and+Zoho+desk&hl=en&sa=X&ved=2ahUKEwj21v-ei5fxAhVLyoUKHeEjAEUQ6AEwBHoECAcQAg#v=onepage&q&f=false

[2]Anirudh Narayan. Scale Smart: How to Get Your First 1,000 Customers In India. Notion Press, 2019. https://books.google.co.ke/books?id=sw2DDwAAQBAJ&printsec=frontcover&dq=Difference+between+Freshdesk+and+Zoho+desk&hl=en&sa=X&ved=2ahUKEwj21v-ei5fxAhVLyoUKHeEjAEUQ6AEwCHoECAUQAg#v=onepage&q&f=false

[3]Image credit: https://blog-assets.freshworks.com/freshdesk/wp-content/uploads/2013/01/freshdesk.jpg

[4]Image credit: https://uncloudit.com/wp-content/uploads/2021/04/iStock-850854330-res.jpg

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