Freshworks vs Zendesk
Freshworks uniquely has 6 features · Zendesk uniquely has 6 features.
| Freshworks | Zendesk | |
|---|---|---|
| Company | ||
| Founded | 2010 | 2007 |
| HQ | San Mateo, USA | San Francisco, USA |
| AI model | Freddy AI (Proprietary, built on OpenAI and other LLMs) | Proprietary (Zendesk AI + Forethought) |
| User base | 60,000+ businesses | 4,086+ reviews on Capterra |
| Platforms | Web, iOS, Android, Chrome | Web, iOS, Android, API |
| Languages | 30+ | 40+ |
| Pricing | ||
| Pricing model | Subscription | Subscription |
| Free plan | No | No |
| Free trial | Yes | Yes — 14 days |
| Starting price | $29/mo | $25/mo |
| Enterprise | Custom | Custom (Talk to Sales) |
| All plans | Starter$29/moGrowth$59/moPro$119/moEnterpriseCustom | Support Team$25/agent/moSuite Team$69/agent/moSuite Professional$149/agent/moSuite Enterprise + CopilotCustom |
| Positioning | ||
| Best for | IT teams | Teams needing AI-powered customer support and ticketing |
| Differentiator | Freddy AI included in Enterprise plan with AI Copilot add-on available across Pro and Enterprise | Zendesk combines a self-improving Resolution Learning Loop with Forethought AI agents that work across any platform without migration, delivering up to 80% automation while continuously learning from every resolved interaction. |
| Competitors | Zendesk, Intercom, HubSpot Service Hub, Salesforce Service Cloud, Zoho Desk | Intercom, Freshdesk, Salesforce Service Cloud, HubSpot Service Hub, Zoho Desk |
| Features | ||
| AI Agents | — | ✓ |
| Admin Copilot | — | ✓ |
| Change Management | ✓ | — |
| Freddy AI Copilot | ✓ | — |
| Generative AI for Voice | — | ✓ |
| Ivr Phone Tree | — | ✓ |
| Incident Management | ✓ | — |
| Knowledge Base | — | ✓ |
| Knowledge Management | ✓ | — |
| Omnichannel Routing | — | ✓ |
| Sla Management | ✓ | — |
| Workload Management | ✓ | — |
| AI Chatbot | ✓ | ✓ |
| API Access | ✓ | ✓ |
| CRM Integration | ✓ | ✓ |
| Custom Training | ✓ | ✓ |
| Email Automation | ✓ | ✓ |
| Human Handover | ✓ | ✓ |
| Knowledge Base | ✓ | ✓ |
| Live Chat | ✓ | ✓ |
| Multilingual | ✓ | ✓ |
| Sentiment Analysis | ✓ | ✓ |
| Sla Management | ✓ | ✓ |
| Ticket Management | ✓ | ✓ |
| Integrations | ||
| API Access | ✓ | ✓ |
| Hubspot | ✓ | ✓ |
| Key Integrations | Salesforce, HubSpot, Slack, Shopify, Zapier, Jira, Microsoft Teams, Google Workspace, WhatsApp, Facebook Messenger, Twilio | Salesforce, HubSpot, Slack, Shopify, Zapier, Jira, Zoom, Microsoft Teams, Google Analytics, Magento, 1,000+ apps in marketplace |
| Salesforce | ✓ | ✓ |
| Shopify | ✓ | ✓ |
| Slack | ✓ | ✓ |
| Zapier | ✓ | ✓ |