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Customer Support · head to head

Freshservice vs Zoho Desk

Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
Zoho Desk logo

Zoho Desk

Customer Support

Context-aware help desk software

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Zoho Desk has a free tier, so it costs nothing to try first.
  • Each has a real cost: Freshservice change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up; Zoho Desk free plan caps at three user licenses; paid plans (Express, Standard, Professional, Enterprise) are billed annually to get the listed rate, with monthly billing costing more, and light user seats are priced separately from full agent seats
  • They diverge on capability: Freshservice covers Incident management, Zoho Desk covers Ticket management.

Where they differ

Only the attributes on which Freshservice and Zoho Desk actually diverge.

Attributes where Freshservice and Zoho Desk differ
AttributeFreshserviceZoho Desk
Starting price$19/monthFree
Free tierNoYes
Founded20101996

Identical on both: pricing model (subscription), platforms (Web, Ios, Android), user rating (Not yet rated), category (Customer Support).

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 Freshservice

  • Incident management
  • Asset management
  • Change management
  • Microsoft Teams
  • AWS
  • Azure
  • HIPAA

Only in Zoho Desk

  • Ticket management
  • Multi-channel support
  • AI assistant
  • Zoho CRM
  • Salesforce
  • Microsoft 365

Both cover

  • Knowledge base
  • Automation
  • Reporting
  • Slack
  • G Suite
  • SOC2
  • ISO27001
  • GDPR
  • Web support
  • Ios support
  • Android support

What people use each for

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

Freshservice

  • IT service management and internal help desk ticketingnot Zoho Desk
  • Asset management and change control for IT teamsnot Zoho Desk

Zoho Desk

  • Multi-channel supportnot Freshservice
  • IT help desknot Freshservice
  • Customer servicenot Freshservice

Where each one falls short

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

Freshservice

  • Change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • Every plan includes only 100 ITAM asset units, with more sold separately regardless of tier
  • Orchestration transactions are metered monthly, from 1,000 on Starter to 20,000 on Enterprise, with extra packs at $250 per 1,000
  • The Freddy AI copilot is a $29 per agent per month add on on top of Pro or Enterprise
  • Sandbox and audit logs are Enterprise only, which carries no published price

Zoho Desk

  • Free plan caps at three user licenses; paid plans (Express, Standard, Professional, Enterprise) are billed annually to get the listed rate, with monthly billing costing more, and light user seats are priced separately from full agent seats

Pricing, plan by plan

Freshservice

$19/month
  • Starter$19/month
    • Incident management
    • Knowledge base
    • Self-service portal
  • Growth$49/month
    • Asset management
    • Approval workflows
    • SLA management
  • Pro$95/month
    • Problem management
    • Change management
    • Release management
  • Enterprise$119/month
    • Freddy AI
    • Audit logs
    • Custom SSL

Zoho Desk

Free
  • FreeFree
    • 3 agents
    • Email ticketing
    • Help center
  • Standard$14/month
    • Social channels
    • Workflow automation
    • Customer happiness ratings
  • Professional$23/month
    • Multi-department
    • Round-robin assignment
    • Custom fields
  • Enterprise$40/month
    • AI Zia
    • Multi-brand help center
    • Advanced analytics

Which should you pick?

Choose Freshservice if

  • You need incident management.
  • You work on Web, Ios, Android.
  • You also want asset management.
Freshservice review

Choose Zoho Desk if

  • You need ticket management.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want multi-channel support.
Zoho Desk review

Questions people ask

Is Freshservice or Zoho Desk better?
Neither clearly leads. Freshservice starts at $19/month and Zoho Desk at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Zoho Desk?
Zoho Desk has a free tier; the other does not. Paid plans start at $19/month for Freshservice and Free for Zoho Desk.
Does Freshservice or Zoho Desk run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
Can I use Zoho Desk for free?
Yes. Zoho Desk has a free tier, so you can try it without paying. Freshservice starts at $19/month.
What is Freshservice best used for?
Freshservice is most often used for it service management and internal help desk ticketing, asset management and change control for it teams. Of those, it service management and internal help desk ticketing and asset management and change control for it teams are not what Zoho Desk is typically brought in for.
What can Freshservice do that Zoho Desk cannot?
Freshservice covers Incident management, Asset management, Change management, Microsoft Teams. Zoho Desk covers Ticket management, Multi-channel support, AI assistant, Zoho CRM. Both handle Knowledge base, Automation, Reporting, Slack.
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