Choosing a help desk software can be a challenging task. However, among hundreds of available systems, the competition is always reduced to two powerful systems: Freshdesk vs Zoho.
These solutions are at the top of mind of IT professionals since both offer similar features. These functions facilitate technical support tasks and improves the quality of service.
In this article, we will analyze in detail the functions of these platforms, so you can save time, and decide which one meets your business needs. Let’s begin!
Freshdesk vs Zoho: Two Powerful Help Desks software
Freshdesk Support Desk
Since its launch in 2010, this help desk software has stood out for boosting the productivity of IT teams. One of its most important clients are Decathlon, Pearson, Bridgestone, and thousands more.
Freshdesk offers several tools that enhance users’ interactions and integrates with other applications, such as Dropbox, Shopify, SurveyMonkey, and Jira.
It also allows IT teams to meet requests while respecting SLAs and automating repetitive tasks. All from one place, to simplify the work of agents.
Founded in 1996, Zoho Desk focuses on offering technical support systems to address the needs of modern businesses.
This IT solution is ideal if you do not have many users or you are starting a new business. It also allows you to know your customer satisfaction, coordinate your agents’ tasks, and create personalized workflows.
To successfully compare two or more technological tools, you have to identify the qualities they have in common. That’s why we created this list of functions to help you evaluate the pros and cons of these help desks software:
- Ticket management.
- Support channels.
- Reports and analysis.
Freshdesk vs Zoho: Ticket Management
Thanks to the simplicity that Freshdesk uses to manage the requests, IT departments can use Freshdesk to collaborate in real-time and automate their workflows thanks to its simplicity to manage requests
Freshdesk not only allows you to include notes on tickets to document each request better, but also program notifications to improve agents’ productivity.
Another feature that caught our attention is its agent collision detection feature. This system shows you the person who is looking or replying a ticket in real-time. This is very useful since it prevents several agents from working on the same case.
Freshdesk can help you monitor your company’s SLAs in an efficient way. By using this feature, agents will receive an alert when a ticket goes unattended and can decide when to scale it with their manager.
However, the most interesting feature is the reward-based system. With this function, you can reward agents’ productivity and motivate them to always provide a good service.
Zoho handles requests a little differently since its goal is to unify different channels of attention. This helps you create a ticket automatically every time you receive a new request. That way, you can establish a communication channel for each user.
As for its features, this system has several similarities with Freshdesk. Both offer collision detection to avoid redundancy, allow you to create custom SLAs and automate repetitive tasks.
Freshdesk vs Zoho: Interface
If you compare both systems, you’ll notice that Freshdesk has a friendlier and more modern interface. When we first saw it, we found a simple and very organized menu that highlights the location of every key function.
Freshdesk also offers several customization options, which agents can use to speed up their workflow.
Even if you receive thousands of tickets a day, you can always maintain order. This system filters requests using different metrics and sorts them according to priority, date, and source. You can also categorize the requirements according to the communication channel.
Although Zoho also offers a simple interface, it is a bit outdated compared to Freshdesk.
When you open a ticket, this system displays the full conversation with the user. This forces agents to navigate through different attachments, tags, and contact information to answer a request.
We also noticed that the loading time of the system is quite slow. This reduces the agility of agents to manage their requests and increases response times.
Freshdesk vs Zoho: Support Channels
Even when it comes to offering technical support to its customers, this company does a splendid job. Freshdesk has a dedicated email and phone number to receive the requirements of its users.
All Freshdesk customers have access to interactive videos, which explains in detail the use of the platform. In this audiovisual library you can find information about how to:
- Create articles for a knowledge base.
- Set up a multilingual knowledge base.
- Respond to support requests.
- And much more.
If you are new using this platform, you can enroll in Freshworks Academy. A virtual school, where you can learn more about the system functions and get certified. You can also participate in their forum by posting questions, tips, or interacting with other users.
Zoho offers its customers a technical support service, but only during working hours and on weekdays. This can be a problem if your business operates 7 days a week.
If you want to enjoy technical assistance 24/7, you must pay between 20% and 25% extra to your monthly payment. So only Enterprise users can use this service for free.
Like Freshdesk, Zoho has a knowledge base that explains several features. One of the most relevant topics are articles creation, integrations, and system updates.
Freshdesk vs Zoho: Reporting and Analysis
Freshdesk’s built-in reports give you a huge advantage, as it allows you to get a 360 view of all your business operations. The interface to create the reports has a simple and minimalist design, so it will be easy for you to locate the relevant metrics for your company.
With Freshdesk, you can easily identify unassigned tickets, so agents will know the requests that still are waiting for a response. Managers can even monitor the average first response times and know the number of tickets resolved based on SLAs.
With this IT solution, you can also install widgets to obtain valuable information through custom reports. If agents want to use this feature, they only need to drag and drop the widget they want to use from their app library.
With Zoho, you can obtain valuable information using these help desk metrics:
- Number of pending tickets.
- Response times and resolution of tickets.
- Level of customer satisfaction.
- Violations of SLAs.
However, we realized that this feature does not offer many customization options. This can limit agents’ work since they will only be able to consult the metrics that are configured by default.
Freshdesk vs Zoho: Conclusion
After analyzing these help desk software, we noticed that both offer powerful tools that help you improve user experience.
Although they share many characteristics, each one has its particularities. Freshdesk has a system to reward and encourage the productivity of agents, while Zoho offers powerful metrics, which help you increase your service quality.
However, Freshdesk emerges victorious in ticket management. This solution has an agile system that helps you save time managing your requests. Which is very important if you want to improve the response times of your agents.
Zoho needs to polish this feature to keep up with its competition. Since IT managers are always looking for new ways to optimize their processes and increase agent productivity.
Do you want to try Freshdesk in your business? Contact us!
In GB Advisors we have a group of experts ready to help you find all the solutions your company needs.