11 Methods Of COMPARE FRESHDESK VS. ZENDESK Domination, Zendesk also tracks all of the ticketing data to provide productivity analytics on individual employees and teams. Zendesk also uses customized, editable ticket views with notes functionality, though it does not offer a WYSIWYG editor. There are also automated tools called Triggers, which implement business rules to streamline workflows regarding when tickets are opened and solved (in common or custom-use cases).
11 Methods Of COMPARE FRESHDESK VS. ZENDESK Domination,Both Freshdesk and Zendesk have comprehensive ticketing features including clear workflow management, automated processes, and customization options. It’s a dead heat, but Zendesk’s lack of a WYSIWYG editor gives Freshdesk the slight edge here. Edge: Freshdesk
11 Methods Of COMPARE FRESHDESK VS. ZENDESK Domination
Zendesk approaches its knowledge base with a bit more customizability, allowing a business to create its own Self-Service Community that includes a knowledge base, community forums, and customer portal with 24/7 support. However, only the Professional and Enterprise plans offer round-the-clock email, phone, and chat support. The Essential and Team plans also don’t give employees access to the internal knowledge base. The Self-Service Community is available via the Web, mobile devices, and Facebook and Twitter.
Zendesk’s UI can be customized with themes and design to match your company’s brand, and it also includes a performance dashboard with gamified principles. The UI is simple but its views allow agents to easily see all recently added or unsolved tickets, with customizable preferences. It also displays information such as ticket expiration time. This is one area in which Zendesk is a bit more user-friendly than Freshdesk.