Freshsales vs Zendesk comparison

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Freshsales

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Executive SummaryUpdated on Jun 29, 2025

Freshsales and Zendesk are competing in the customer relationship management and customer service spaces. While Freshsales offers competitive pricing and responsive support, Zendesk's robust feature set makes it an attractive option for those who prioritize capabilities.

Features: Freshsales provides intuitive lead scoring, seamless email tracking, and a built-in phone system tailored to boost sales team efficiency. Zendesk is equipped with a strong ticketing system, automation capabilities, and multichannel support, all of which are beneficial for extensive customer service operations.

Room for Improvement: Freshsales could enhance its enterprise-level features to cater to larger businesses more effectively. Zendesk might focus on simplifying its deployment process for non-technical users and providing more pricing flexibility for smaller organizations. Freshsales can also work on expanding its range of customizations, while Zendesk could improve on its initial setup to ease the onboarding process.

Ease of Deployment and Customer Service: Freshsales impresses with its straightforward deployment and highly responsive customer service, making onboarding seamless for new users. Zendesk, while offering comprehensive resources and support channels, can be more complex to deploy without technical support, making it more suitable for larger teams with technical expertise.

Pricing and ROI: Freshsales is valued for its cost-effective pricing, offering good ROI for budget-conscious businesses. Zendesk, despite its higher costs, provides a justified ROI through its expansive functionalities and support, beneficial for companies requiring advanced support tools.

To learn more, read our detailed Freshsales vs. Zendesk Report (Updated: April 2026).

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Freshsales vs. Zendesk

April 2026

Helped 893,244 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Freshsales

Ranking in CRM Customer Engagement Centers

7th

Ranking in CRM

20th

Average Rating

8.2

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

Opportunity Management (10th), Sales Force Automation (8th)

Zendesk

Ranking in CRM Customer Engagement Centers

3rd

Ranking in CRM

9th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

Help Desk Software (3rd), IT Service Management (ITSM) (5th), Reporting (11th), Knowledge Management Software (3rd), AI Customer Support (7th), AI IT Support (5th)

Mindshare comparison

As of May 2026, in the CRM Customer Engagement Centers category, the mindshare of Freshsales is 3.6%, up from 1.4% compared to the previous year. The mindshare of Zendesk is 8.7%, up from 6.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers Mindshare Distribution
Product	Mindshare (%)
Zendesk	8.7%
Freshsales	3.6%
Other	87.7%

CRM Customer Engagement Centers

Featured Reviews

Manojkumar Reddy

Associate Technology Consultant at a tech vendor with 10,001+ employees

Automation has boosted sales efficiency and improves follow-ups across multiple customer segments

The automation runs whenever a certain trigger point is met. For example, if the person details captured indicate they are interested in proceeding further, then when we update the particular field, it automatically goes to the next person at a higher level, and then the status gets changed. There are many features including recently enabled AI that gives a brief description to the contact person about what that particular promotion is about. There are also features like auto email getting triggered and marketing emails. All of those features are part of Freshsales.

Read full review

AmandaSanchez

Consultant and Startup Founder at AimHi Enterprises

Macros and automation have streamlined workflows and reduced manual effort across support teams

The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Email integration is easy."

"One of the most valuable features is the ability to divert deals based on the potential revenue or specific market to certain sales teams."

"The solution is a low-cost CRM product compared to other CRM alternatives."

"Freshsales has impacted us positively; it has saved time, increased sales, and improved customer relationships."

"To conclude, the productivity and automation features are the most useful."

"Freshsales is very simple to use, but it's fairly limited in its functionalities, and it's very cheap."

"Freshsales is user-friendly, scalable and stable."

More Freshsales pros

"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

"Its agility and simplicity are the most valuable features. This tool is very user-friendly."

"This is one of the better solutions on the market for SMBs."

"It's a very stable tool, very powerful."

"Users can create their own tags, and they have their own views which are very nicely organized so they can see what is happening at any given time."

"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."

"Ticket submission has been completely streamlined and our ability to respond has been greatly simplified coming from our past solution (Sharepoint-based)."

"Our CS team has been able to quickly and effectively run through customer inquiries using the Zendesk platform."

More Zendesk pros

Cons

"The reporting for this solution across all their products could be improved. Currently, we have clients who export their data from Freshservices to third party solutions such Power BI to create more comprehensive reports."

"We have a problem with the time to delivery for our customers, although this is not specific to this solution."

"The licensing costs should be based on the amount of data and number of clients that one can insert into the application."

"The solution needs to improve the user experience and leads capture."

"It lacks customizability for complex and larger use cases."

"We have a problem with the time to delivery for our customers, although this is not specific to this solution. Time to delivery can be 90 days."

"We can use only one domain in the basic package."

"The price of this solution could be improved as well as the reporting functionality."

More Freshsales cons

"Report generation is still slightly tricky and not very customizable as per my inquiries."

"Support is not great. Their support is that specific support you get from a big American tech company."

"It needs to have a more intuitive application of macro’s in changing ticket statuses."

"From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more of its capabilities."

"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."

"Report Generator needs to be improved."

"Partitioning rules and triggers need improvement."

"The price of the solution should be reduced."

More Zendesk cons

Pricing and Cost Advice

"The basic price is affordable. The add ons are expensive."

"The price for this solution is good in general, but in Brazil we do pay additional taxes."

"The tool is not that expensive."

"Freshsales is an economical product."

"If one is a very low price and ten is expensive, I rate the product price as a three."

"From what I hear, Zendesk's pricing is a little expensive."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"The price is very competitive."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

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893,244 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Comms Service Provider

18%

Construction Company

16%

Outsourcing Company

Computer Software Company

Financial Services Firm

Construction Company

Manufacturing Company

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	2
Large Enterprise	1

By reviewers
Company Size	Count
Small Business	36
Midsize Enterprise	21
Large Enterprise	11

Questions from the Community

What needs improvement with Freshsales?

The product is up to the mark and everything we need right now.

What is your primary use case for Freshsales?

Freshsales is our CRM tool and CRM platform. Whenever we want to sell a product to a customer or when they inquire on any promotion site, we get the customer details over Freshsales, and based on t...

What advice do you have for others considering Freshsales?

Freshsales is a must-go product if you are considering a low budget and highly scalable product. I would rate this review as a nine.

What is your experience regarding pricing and costs for Zendesk Support?

From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more o...

What needs improvement with Zendesk Support?

I wish there was a more easily dynamic tool. Currently, it is quite difficult because not all the tools are labeled. A feature that would be beneficial is if hovering over an icon would tell you wh...

What is your primary use case for Zendesk Support?

I have been using Zendesk for approximately five years now. I use Zendesk for keeping track of emails and customer tickets. Whenever a customer has issues or questions about our product, they email...

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Compared 4% of the time

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Compared 11% of the time

JIRA Service Management vs Zendesk

Compared 5% of the time

Freshservice vs Zendesk

Compared 5% of the time

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Compared 3% of the time

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Compared 2% of the time

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Product Reports

Download Freshsales product report

Freshsales

May 2026

Download Zendesk product report

April 2026

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Freshsales is an intuitive CRM offering automation, AI-driven insights, and integration options with Shopify and Whatsapp, catering to businesses of all sizes with its user-friendly approach.

Freshsales combines essential CRM functionalities like email integration and a robust sales cycle with advanced features such as AI-generated promotion descriptions and deal diversion based on revenue. While Freshsales serves both startups and larger companies with its cost-effective and scalable nature, it faces challenges in reporting and customization. Users often integrate third-party tools like Power BI for enhanced data analysis. Despite limitations in some advanced capabilities, Freshsales remains a viable choice for small to medium businesses seeking efficient sales tracking, pipeline management, and enhanced communication strategies. Its seamless territory management and sophisticated features aid businesses in managing customer interactions and campaigns efficiently.

What are the standout features of Freshsales?

Automation: Streamlines tasks and processes, enhancing efficiency.
AI Promotions: Generates insightful brief descriptions for marketing.
Integration: Connects with platforms like Shopify and Whatsapp for seamless operations.
Sales Cycle: Offers a comprehensive structure for managing sales activities.
Email Integration: Simplifies communication within the sales process.

Why consider Freshsales based on reviews?

User-Friendliness: Appreciated for its easy navigation and functionality.
Scalability: Grows with business needs, adapting to increased demands.
Cost-Effectiveness: Provides valuable features at a competitive price.
Sales Tracking: Offers robust tools for monitoring sales and leads.
Communication Tools: Enhances interaction with potential customers.

In retail, Freshsales aids in managing customer inquiries and tracking transactions through integration with Shopify, improving sales processes. In tech industries, businesses use Freshsales to categorize customer data, while automating communication improves response times. Service-oriented companies leverage the CRM for lead management and follow-up, enhancing customer satisfaction.

Freshworks

Zendesk provides a versatile platform for managing customer interactions, offering efficient ticketing, customization, and integration features across multiple channels to enhance user experiences.

Zendesk stands out for its simplicity, ease of use, and comprehensive integration capabilities with CRM tools, which help optimize workflow efficiency. Users benefit from advanced analytics and reporting features that offer valuable insights into customer behavior. Multi-channel support and self-service portals are integral components, enhancing customer interaction experiences. While security protocols and flexible configurations contribute to its broad appeal, areas for improvement include more intuitive reporting, advanced customization of triggers and automations, and enhancements in knowledge management. Users express the need for better ticket management functionalities, efficient data synchronization, and refined interface aesthetics. Performance can be impacted by extensive customization, and there’s a call for competitive pricing and simplified licensing options.

What are Zendesk's most important features?

Simplicity and Ease of Use - Facilitates smooth onboarding and daily operations.
Integration Capabilities - Seamlessly integrates with CRM tools to enhance workflows.
Analytics and Reporting - Provides insights into customer behavior and operational efficiency.
Multi-Channel Support - Manages customer interactions across various channels.
Self-Service Portals - Empowers users to access information and solve issues independently.
Security and Flexibility - Offers strong security protocols and flexible configuration options.

What benefits and ROI should users look for in reviews?

Increased Productivity - Streamlines processes to boost team efficiency.
Enhanced Customer Experience - Multi-channel support and self-service options improve interactions.
Insightful Data Analysis - Superior reporting features offer valuable business insights.
Improved Workflow - Integrates seamlessly with existing tools to optimize operations.

Zendesk is extensively applied across sectors for customer support management and technical issue resolution. In HR or IT settings, it facilitates internal requests and knowledge base creation. Organizations leverage Zendesk's integration with collaboration tools like Slack and Jira, automating workflows and delivering detailed analytics, which are particularly useful for multinational operations handling queries in different languages and brands.

Sample Customers

Caratlane, Pykih, Buying Show, INTUO, WallyPark, Exploring Vacations, Raved, Forest, Ascendore, MagePlaza, Vacasa,

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber