Zendesk vs Freshdesk: CRM Review In 2024

Compare features, pricing, and support of Zendesk and Freshdesk to find the best CRM platform for customer service and engagement.

Zendesk and Freshdesk are two of the most popular cloud-based CRM systems that are known to help companies and organizations with customer relationship management. Both of these systems were created to help companies improve the customer experience and improve communication between the sales team and customer support.

Zendesk was founded in 2007 after the creators came up with the idea for Zendesk after they encountered problems with appeals and feedback in their own businesses. Their goal was to create a system that would allow companies to reach customers through multiple channels of communication: email, chat, phone, and social media.

Freshdesk was founded in 2010 and unlike Zendesk, which was built for small businesses, Freshdesk was aimed immediately at mid-sized companies and provided more customer experience management tools.

Both systems have a wide range of functionality and they provide tools to manage customer inquiries, automatically respond to requests, and monitor and analyze customer request data.

What is Zendesk?

Zendesk is a CRM tool that focuses on meeting the needs of sales teams. It is a cloud-based platform that integrates easily with other Zendesk products. Zendesk Sell is also an ideal software for businesses looking to align their sales and customer service teams.

Customer behavior can also be analyzed and tracked using Zendesk's solutions for managing customer interaction information. Additionally, it enables you to make customised templates for customer service responses, call alerts, and task automation.

What is Freshdesk?

Freshdesk is an effective solution for handling customer requests. It can be used for a variety of things, including the creation and tracking of support requests, real-time customer chat, automatic distribution of requests among professionals, and much more. It is one of the examples of a high-quality and convenient life insurance CRM.

You may quickly and easily build up your support workflow with Freshdesk. Through email, chat, or social media, you can create tickets, assign individuals to tasks, define priorities, and deadlines.

Zendesk vs Freshdesk-Comparison Table

Features Zendesk Freshdesk
Live chat Yes Yes
Ticketing system Yes Yes
Subscription Yes Yes
Chatbot Yes Yes
Knowledge base Yes Yes
Customized report Yes Yes

Zendesk vs Freshdesk Feature Comparison

Key Features of Zendesk

  • User-friendly interface
  • Integration with social media platforms
  • Flexible customization
  • Optimization of work

Key Features of Freshdesk

  • Help desk
  • Live chat
  • Knowledge base
  • Customized report

Zendesk vs Freshdesk: Pros and Cons

Zendesk Pros and Cons


  • Easy to use interface
  • Tagging of tickets
  • Outbound phone calls
  • Chatbot


  • Allowing secondary emails to receive ticket status updates
  • More status updates and report on them
  • Native Integrations with more eCommerce platforms

Freshdesk Pros and Con


  • Ease of use
  • Calling features
  • User friendly
  • Affordable


  • Complex processes
  • Contact management
  • Limited features
  • Platform issues

Zendesk vs Freshdesk Pricing

Zendesk Pricing

  • Suite Team: costs $49 per user per month, billed annually.
  • Suite Growth: costs $79 per user per month, billed annually.
  • Suite Professional: costs $99 per user per month, billed annually.
  • Suite Enterprise: costs $150 per user per month, billed annually.

Freshdesk Pricing

  • Free plan: free for up to 10 agents.
  • Free trial: 21 days for all plans.
  • Growth plan: $15 per user per month, billed annually ($18 per user per month, billed monthly).
  • Pro plan: $49 per user per month, billed annually ($59 per user per month, billed monthly).
  • Enterprise plan: $79 per user per month, billed annually ($95 per user per month, billed monthly).

Choosing between Zendesk and Freshdesk

When it comes to choosing between Freshdesk and Zendesk, it ultimately depends on your specific needs and budget. Both tools offer a wide range of features to handle customer inquiries, automate tasks, and manage knowledge. Both Freshdesk and Zendesk are excellent options for managing customer service and handling customer requests. It's important to carefully consider your specific requirements and choose the tool that best fits your needs. Whether you prioritize affordability or advanced features, both tools can help elevate your customer service experience.

What is Distrobird?

Distrobird helps you manage your entire sales process, with sequences, cloud call center, shared inbox, form tracking and more on a single platform. Seamlessly run cold email & SMS sequences, inbound and outbound calling, unified inbox, form tracking, lead routing, and more in one place.

  • Features: Distrobird features include data enrichment, contact management, cloud call centre, form tracking, block list, shared inbox, Office 365, Gmail, and custom SMTP inbox sync, campaign exclusions, and scheduled campaigns.
  • Integrations: HubSpot, Gmail, Stripe, Microsoft Outlook, Twilio, Zapier, Clearbit, Zoho, Telnyx, Salesforce and NGP VAN.
  • Pricing: There is a free plan for the Voice, Sequences, and Shared Inbox products. Startup plan for the Shared Inbox is $8/month. Startup, Growth & Enterprise plans for both the Sequences and Voice products are $25, $50, and $75 respectively.

What sets Distrobird Apart?

Distrobird stands out as a comprehensive solution to help you manage your sales process on a single platform. It offers data enrichment, email verification, and lead management, with sequences, a cloud call center, shared inbox, and form tracking.

It also automates time-consuming tasks like caller verification and lead detail capture, allowing your sales team to focus on building relationships and closing deals.

Distrobird's affordable plans makes it a cost-effective option for businesses of all sizes, and its all-in-one functionality can streamline your sales process and boost your outreach effectiveness.

Join the family

Get actionable tips & resources to help you automate customer acquisition through outbound sales

Distrobird helps you manage your entire sales process, with sequences, cloud call center, shared inbox, form tracking and more — on a single platform. Sign up for free. No credit or demos required.