Zendesk vs Freshservice

Choosing between Zendesk and Freshservice? Both platforms can work for customer support teams, but they usually fit different company sizes, workflows, and budget expectations.

EnterpriseOmnichannelAutomationITSMITILAsset mgmt

When to choose Zendesk

  • Massive app marketplace
  • Deep customization
  • Powerful automations

When to choose Freshservice

  • Great ITIL alignment
  • Intuitive interface
  • Good asset management

Key differences between Zendesk and Freshservice

FactorZendeskFreshservice
Best fitenterprise and mid-market teamsIT and internal service teams
Starting priceFrom $55/agent/moFrom $19/agent/mo
G2-style rating4.3/54.6/5
Main focusomnichannel customer conversationsITSM workflows, service requests, and asset-related support
Categoryenterprise, miditsm

Zendesk limitations

  • Expensive with add-ons
  • Steep learning curve
  • Complex setup

Freshservice limitations

  • Can get expensive with add-ons
  • Customization limits compared to Jira

Switching from Zendesk to Freshservice or the other way around?

Use Help Desk Migration to move tickets, customers, agents, groups, comments, attachments, and historical support data with less manual work.

Plan a migration

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