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Software · head to head

Freshdesk vs Zoom

Freshdesk logo

Freshdesk

Software

Delight your customers, effortlessly

From
$19/month
Rated
-
Full reviewWebsite
Zoom logo

Zoom

Software

Video conferencing that's easy, reliable, and secure

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Zoom has a free tier, so it costs nothing to try first.
  • Each has a real cost: Freshdesk growth tier lacks multilingual helpdesk and custom reporting dashboards; Zoom cost creep from add-ons increases pricing from $14/user to $25+/user when including Phone and advanced features
  • They diverge on capability: Freshdesk covers Ticketing, Zoom covers HD video & audio.

Where they differ

Only the attributes on which Freshdesk and Zoom actually diverge.

Attributes where Freshdesk and Zoom differ
AttributeFreshdeskZoom
Starting price$19/monthFree
Free tierNoYes
PlatformsWebWeb, iOS, Android, Windows, macOS
Founded20102011

Identical on both: pricing model (subscription), user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Freshdesk

  • Ticketing
  • Automation
  • Self-service
  • Team collaboration
  • Multi-channel support
  • SLA management
  • Reporting
  • Mobile apps

Only in Zoom

  • HD video & audio
  • Screen sharing
  • Recording & transcripts
  • Virtual backgrounds
  • Breakout rooms
  • Polling & Q&A
  • Chat
  • Whiteboard

Both cover

  • Slack
  • Microsoft Teams
  • Salesforce
  • Google Calendar
  • SOC2
  • HIPAA

What people use each for

The jobs each tool is most often brought in to do.

Freshdesk

  • Help desk and ticketing systemnot Zoom
  • Customer support portal and knowledge basenot Zoom
  • Multi-channel support coordinationnot Zoom
  • AI-assisted support agent interactionnot Zoom

Zoom

  • Team meetingsnot Freshdesk
  • Webinarsnot Freshdesk
  • Virtual eventsnot Freshdesk
  • Online trainingnot Freshdesk
  • Telehealthnot Freshdesk

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Freshdesk

  • Growth tier lacks multilingual helpdesk and custom reporting dashboards
  • Skill-based routing available only on Enterprise tier
  • Freddy AI Copilot requires separate £29/agent/month add-on on Pro and Enterprise plans
  • AI agent sessions charged beyond initial 500 sessions: £49 per additional 100 sessions
  • Day passes for non-agents vary by tier: £2 (Growth), £7 (Pro), £12 (Enterprise)

Zoom

  • Cost creep from add-ons increases pricing from $14/user to $25+/user when including Phone and advanced features
  • Feature set is overwhelming with complex navigation and too many options
  • Limited analytics and coaching features compared to dedicated contact center platforms
  • Call recording and admin oversight lack strict governance needed for regulated industries

Pricing, plan by plan

Freshdesk

$19/month

No published plan breakdown. See the Freshdesk review.

Zoom

Free
  • BasicFree
    • 100 participants
    • 40-minute group meetings
    • Unlimited 1-on-1 meetings
  • Pro$14.99/month
    • 100 participants
    • 30-hour group meetings
    • Cloud recording (5GB)
  • Business$19.99/month
    • 300 participants
    • Single sign-on
    • Recording transcripts
  • Enterprise$25/month
    • 500 participants
    • Advanced admin features
    • Executive business review

Which should you pick?

Choose Freshdesk if

  • You need ticketing.
  • You also want automation.
Freshdesk review

Choose Zoom if

  • You need hd video & audio.
  • You want to start without paying.
  • You work on Web, iOS, Android, Windows, macOS.
  • You also want screen sharing.
Zoom review

Questions people ask

Is Freshdesk or Zoom better?
Neither clearly leads. Freshdesk starts at $19/month and Zoom at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshdesk or Zoom?
Zoom has a free tier; the other does not. Paid plans start at $19/month for Freshdesk and Free for Zoom.
Does Freshdesk or Zoom run on more platforms?
Freshdesk runs on Web. Zoom runs on Web, iOS, Android, Windows, macOS.
Can I use Zoom for free?
Yes. Zoom has a free tier, so you can try it without paying. Freshdesk starts at $19/month.
What is Freshdesk best used for?
Freshdesk is most often used for help desk and ticketing system, customer support portal and knowledge base, multi-channel support coordination, ai-assisted support agent interaction. Of those, help desk and ticketing system and customer support portal and knowledge base are not what Zoom is typically brought in for.
What can Freshdesk do that Zoom cannot?
Freshdesk covers Ticketing, Automation, Self-service, Team collaboration. Zoom covers HD video & audio, Screen sharing, Recording & transcripts, Virtual backgrounds. Both handle Slack, Microsoft Teams, Salesforce, Google Calendar.

Answered from the vendors’ own pages

Zoom: What are Zoom's main pricing tiers?

Zoom offers a free Basic plan with 40-minute limits for group meetings, Pro at $14.16/user/month, Business at $15.58/user/month with 300 participant capacity, and Enterprise with custom pricing. Additional costs apply for Phone ($10.50/user/month), Webinars, and Rooms.

Source
Zoom: What integrations does Zoom support?

Zoom integrates with Salesforce, Slack, Microsoft 365, Google Workspace, HubSpot, Zendesk, and many other business applications, though integration depth varies by partner.

Source
Zoom: Can Zoom be used for webinars?

Yes, Zoom Webinars is available as a separate product starting at $66.67 per month, providing larger audience capabilities and specialized webinar features.

Source
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Related pages

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