In this article we are going to find out how much is agent’s account with basic features in Freshdesk and Zendesk and what’s included. For this comparison we took two cheapest pricing plans of both products.
|Zendesk Essential||Zendesk Team||Freshdesk Sprout||Freshdesk Blossom|
|Price per agent per month||$5||$25||$15||$19|
|Number of agents free of charge||None||None||3||None|
|Unlimited number of emails||Yes||Yes||No||Yes|
|Tickets via widget||Yes||Yes||Yes||Yes|
|Tickets via Facebook and Twitter||Yes||Yes||No||Yes|
|Tickets by phone||Yes, functionality paid separately||Yes, functionality paid separately||Yes||Yes|
|Tickets via chat||Zopim chat, $14/month||Zopim chat, $14/month||No||No|
|Mobile apps for agents||Yes||Yes||Yes||Yes|
|Custom filters in ticket list||No||Yes||Yes||Yes|
|Agent time tracking||No||No||No||Yes|
|Custom rules of automatic processing||No||Yes||Yes||Yes|
|Control of customer satisfaction||No||No||No||Yes|
|Integration with third party services||No||Yes||Yes||Yes|
The bottom line is that Zendesk Essential has edge only when there are over 3 agents and customer service does not need a wide functionality. In all other cases Freshdesk provides more benefits, especially when it comes to support via chat. Freshdesk has Garden pricing plan that is worth $29 per month and includes chat. It is still cheaper than Zendesk Team ($25+$14). The only instance when Zendesk can be cheaper is Essential + Zopim Chat ($5+$14).
Here you can read comparison of features of Zendesk and Freshdesk.