Zendesk vs Freshservice
Two customer support tools side by side. Prices are the starting plan a small business would pick, in USD.
Short version
Zendesk fits retail shop, restaurant or café, service business, agency or studio, trades or contractor, online store.
Freshservice: Gives staff one place to ask for IT help instead of messaging whoever knows computers.
| Compare | ZendeskZendesk | FreshserviceFreshworks |
|---|---|---|
| In one line | Full ticketing across email, chat, phone, and social | IT help desk for your own staff's requests, not your customers |
| Starting price | From $19/person | From $19/person |
| Six-person team | $114/mo | $114/mo |
| Plans | Support Team $19/agent/mo; Suite Team $55/agent/mo; Suite Professional $115/agent/mo, billed annually (monthly $25/$69/$149) | Starter $19/agent/mo; Growth $49/agent/mo; Pro $99/agent/mo, billed annually ($29, $59 and $119 month to month); Enterprise by quote; Freddy AI Copilot $29/agent/mo extra |
| Pricing model | Free trial | Free trial |
| Free trial | 14 days | 14 days |
| Users | Per agent | Per agent |
| Integrations | 1,500+ apps | Microsoft Teams, Slack, Workday, Freshworks Marketplace apps |
| Team size | 11–50 people · 51–200 people | 11–50 people · 51–200 people |
| Available in | US · UK · CA · AU | US · UK · CA · AU |
| Phone support | Plans not stated (US) | Plans not stated |
| Live chat | Plans not stated | None listed |
| Support hours | Phone: 8am-6pm Eastern Time, Monday through Friday (excluding holidays) | Not published |
| Incidents posted | Zendesk has a public status page. Status page | Freshworks has a public status page. Status page |
| Capterra score | 4.4 / 5 from 4,094 reviews | Not listed |
| Trustpilot score | 1.8 / 5 from 742 reviews | Not listed |
| Fit: Retail shop | 50 | 15 |
| Fit: Restaurant or café | 30 | 10 |
| Fit: Service business | 65 | 35 |
| Fit: Agency or studio | 60 | 40 |
| Fit: Trades or contractor | 40 | 15 |
| Fit: Online store | 85 | 25 |
| Why people pick it |
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| Where it falls short |
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| Visit Zendesk | Visit Freshservice |
Six-person prices are what a team of six would pay on the published plans; "Not listed" means those plans don't cover six. How we calculate prices
Freshservice: partner link. We may earn a commission; it never affects rankings.
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