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Freshdesk vs Zendesk

Selecting the right customer support software is essential for businesses to manage and resolve customer inquiries, issues, and complaints efficiently. It streamlines the customer support process by providing a centralized platform for managing communication channels, tracking customer requests, and organizing support tasks.

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About Zendesk

  • Zendesk is a cloud-based platform focused on providing service-oriented solutions aimed at improving customer relationships.

  • Zendesk Service is a customer support solution that is designed to manage customer requests, tickets, and communication channels such as email, chat, phone, and social media.

About Freshdesk

  • Freshdesk is a cloud-based platform that makes software for IT, customer service, sales, marketers and HR teams. 

  • Freshdesk Support Desk is a customer support software that provides businesses with a platform to manage customer interactions and support tickets.

About HubSpot

  • HubSpot is a cloud-based customer platform that helps scaling businesses grow better with sales, service, marketing, and content management software.

  • Service Hub is a seamless component of HubSpot’s AI-powered Smart CRM, providing businesses with a streamlined way to resolve customer issues, and a complete view of their customer interactions and data from every aspect of the flywheel.


What Zendesk Offers

  • Zendesk side discussions provide areas within a ticket where agents can engage in separate conversations with a specific group or address a particular topic or course of action. These discussions can be utilized for categorizing details relevant to the ticket.

  • Zendesk provides omni-channel management that integrates embeddable features and messaging functions, which enables customers to select their preferred communication channel, all while allowing businesses to provide a consistent experience across all channels.

Where Zendesk Falls Short

  • Chatbots can aid in boosting customer engagement with timely advice and keep agents focused on critical tasks. Zendesk requires customers to integrate their own chatbots or use a third-party chatbot builder, which typically requires add-ons.

  • CSAT Surveys help to quantify how happy or satisfied your customers are with a service, product, or support interaction that was provided. In Zendesk, users have the ability to create CSAT surveys. In order to craft custom surveys or enhance existing survey options, users will typically have to rely on integrations and API implementations.


What Freshdesk Offers

  • Freshdesk simplifies the process of creating and organizing canned responses. By utilizing quick actions in ticket replies, you can search for and add canned responses and solution articles resulting in faster resolution times.

  • Occasionally, customers prefer self-service options, and Freshdesk offers an array of self-help resources. Among these tools is a Knowledge Base that can be accessed through their website, mobile app, or chat. Community forums serve as another means of customer self-service, enabling users to seek help from one another.

Where Freshdesk Falls Short

  • Live chat enables you to connect with your website visitors in real time to provide better support to your customers. Freshdesk does not offer live chat within the platform, customers are required to purchase Freshchat.

  • Conversational intelligence in support centers helps to improve agent performance, understand frequently asked customer queries, and the most challenging customer problems. This information is employed to enhance agent training, develop tools for agents, and generate content for both agents and customers. Freshdesk does not provide conversational intelligence functionality.


What Sets HubSpot Apart

  • Service Hub provides critical findings using out-of-the-box reports, enabling you to provide service that's both effective and genuine through Service Analytics.

  • Create a library of resources and guides for your customer support team to utilize. Effortlessly present the suggested information to your team members at the exact moment they require it.

  • With HubSpot's VoIP software, you can contact your customers straight from the HubSpot platform. Enjoy exceptional call quality and benefit from features such as call tracking and analytics.

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Service Hub customers see an average increase of 324% in tickets closed after 12 months. (Hubspot Annual ROI Report)

How HubSpot Measures Up

Zendesk and Freshdesk offer help desk management solutions to their users. HubSpot Service Hub connects all your customer service data and channels on one CRM platform, so you can easily support, retain, and grow your customer base.

Service Hub is easy and powerful customer service software that connects without complexity, powers productivity with easy-to-adopt tools, and supports growing service teams.

Feature Comparison

Feature HubSpot Zendesk Freshdesk
Base License
Service Hub Professional
Zendesk Service Professional
Freshdesk Support Desk Pro
Ticket Management
Conversation Routing
SLA Management
Knowledge Base
Customer Portal
CSAT Surveys
Conversational Intelligence


Requires Service Hub Enterprise

Live Chat
Requires Freshchat
Community Forums
SMS Hosted Support
Multiple Custom Ticket Status
Custom Surveys
Provided Phone Numbers
Meeting Scheduling
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Service Software That Grows With You

Start with free tools and upgrade as you grow, or hit the ground running with one of our premium editions.

What are customers saying?

HubSpot Service Hub received G2's top 100 Best Software Products & Highest Satisfaction Products 2023.

Before opting for Service Hub Pro, we did look at tools like Zendesk and Freshdesk. However, we concluded that the amount of work and overhead having separate tools would create would have far outweighed any benefits on offer.

Kai Crow

Head of Marketing


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Related Resources

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Comparison Library

Picking customer service software to run your business is not a decision you make lightly. We’re here to make it easier.


App Ecosystem

HubSpot helps seamlessly integrate customer service tools that you and your team already leverage.


Free Ticketing Software

Keep track of customer requests in one unified help desk that connects to your CRM database.

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