Zendesk vs Freshworks
Updated onCompare Zendesk and Freshworks side-by-side. See how they stack up on features, pricing, and target market.
Zendesk
Zendesk is a cloud-based customer service and engagement software company that provides ticketing, messaging, analytics, and AI-powered support tools for businesses.
Starts at $19 / per agent / month
Has a free trial
vs
Freshworks
Freshworks Inc. is a public, cloud-based SaaS company that builds AI-driven customer and employee experience software including CRM, ITSM, and support tools.
Starts at $0 / per user / month
Has a free trial
Which should you choose?
Zendesk
You want a lower-cost, fast-to-deploy suite across support/IT/CRM with free or low-tier options and built-in Freddy AI—especially for small to midsize teams.
Freshworks
You need a mature, enterprise-grade customer service platform with advanced AI, robust compliance (e.g., HIPAA BAA and FedRAMP LI‑SaaS), and proven ability to scale large teams.
Typical cost comparison
Scenario: 10 agents, omnichannel customer service, billed annually
Zendesk
$290 per month
Freshworks
$550 per month
Zendesk saves you $260 per month in this scenario.
Key differences
| Category | Zendesk | Freshworks | Why? |
|---|---|---|---|
| Feature Depth | Zendesk’s Suite plus tightly integrated add-ons (e.g., Quality Assurance and Workforce Management) and agentic AI deliver broader enterprise capabilities out of the box. | ||
| Implementation Time | Freshworks emphasizes rapid time‑to‑value with no‑code setup and an AI Agent Studio that can be deployed in minutes, reducing reliance on consultants. | ||
| Pricing | Freshworks generally costs less and still offers a free plan for very small teams, while Zendesk’s comparable Suite tiers start higher per agent. | ||
| Scalability | Zendesk is widely adopted at large enterprise scale with complex contact-center needs and data‑locality options, whereas Freshworks is often favored by SMB and midmarket teams. | ||
| Security & Compliance | Zendesk publishes SOC 2 Type II and multiple ISO certifications, offers HIPAA BAAs, and has FedRAMP LI‑SaaS authorization, while Freshworks provides SOC 2/ISO 27001 and can sign BAAs for select products but lacks FedRAMP. |
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