Freshworks vs Zoho
Freshworks uniquely has 6 features · Zoho uniquely has 1 feature.
| Freshworks | Zoho | |
|---|---|---|
| Company | ||
| Founded | 2010 | 1996 |
| HQ | San Mateo, USA | Chennai, India |
| AI model | Freddy AI (Proprietary, built on OpenAI and other LLMs) | Zia (Proprietary AI) |
| User base | 60,000+ businesses | 130M+ users globally |
| Platforms | Web, iOS, Android, Chrome | Web, iOS, Android, Windows, Mac, Chrome Extension |
| Languages | 30+ | 30+ languages |
| Pricing | ||
| Pricing model | Subscription | Freemium |
| Free plan | No | Yes — Zoho Desk free plan for up to 3 agents; Zoho CRM free for up to 3 users |
| Free trial | Yes | Yes — 15 days |
| Starting price | $29/mo | $7/mo — Zoho Desk Express |
| Enterprise | Custom | Custom — Zoho Enterprise plans available with dedicated support and professional services |
| Refund policy | — | Refund available — prorated refunds per Zoho's refund policy |
| All plans | Starter$29/moGrowth$59/moPro$119/moEnterpriseCustom | FreeFreeExpress$7/moStandard$14/moProfessional$23/moEnterprise$40/moZoho One$37/mo |
| Positioning | ||
| Best for | IT teams | SMBs to enterprise businesses seeking an all-in-one suite with CRM, helpdesk, and AI automation |
| Differentiator | Freddy AI included in Enterprise plan with AI Copilot add-on available across Pro and Enterprise | Zoho offers a fully integrated, privacy-first software suite of 55+ apps covering CRM, helpdesk, finance, and more — all owned and operated without advertising-based revenue models. |
| Competitors | Zendesk, Intercom, HubSpot Service Hub, Salesforce Service Cloud, Zoho Desk | Salesforce Service Cloud, Freshdesk, HubSpot Service Hub, Zendesk, Intercom |
| Features | ||
| Change Management | ✓ | — |
| Freddy AI Copilot | ✓ | — |
| Incident Management | ✓ | — |
| Knowledge Management | ✓ | — |
| 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 | ✓ | ✓ |
| White Label | — | ✓ |
| Integrations | ||
| API Access | ✓ | ✓ |
| Hubspot | ✓ | ✓ |
| Key Integrations | Salesforce, HubSpot, Slack, Shopify, Zapier, Jira, Microsoft Teams, Google Workspace, WhatsApp, Facebook Messenger, Twilio | Zoho CRM, Zoho SalesIQ, Google Workspace, Microsoft 365, Slack, Salesforce, HubSpot, Shopify, Zapier, Twilio, Jira |
| Salesforce | ✓ | ✓ |
| Shopify | ✓ | ✓ |
| Slack | ✓ | ✓ |
| Zapier | ✓ | ✓ |