Help desk and customer support · Comparison
Freshdesk vs Zendesk
2 products compared side by side: what you pay for with each one first, then the five access facts, entry prices, recorded plan limits and the bottom line of each review. The evidence note under the table says how each product was checked.
Side by side
| Metric | Freshdesk | Zendesk |
|---|---|---|
| What you're paying for | Worth the priceEmail, live chat, WhatsApp, Facebook and Instagram in one inbox, with a knowledge base and SAML SSO, from $29 per agent on annual terms. | Built-in reachEmail tickets, live chat, a help center, social messaging and voice in one agent seat, with AI agents on every plan and a broad compliance file. |
| Overall score | 6.7Best | 6.1 |
| Free option | 14-day free trial | 14-day free trial |
| Card to start | No card needed | No card needed |
| Getting access | Self-serve | Self-serve |
| Starter priceCheapest paid plan | $19/agent/mo | $19/agent/mo |
| Pricing model | Per seat | Per seat |
| Pricing page | Public prices | Public prices |
| Billing unit | Per agent per month; AI agent sessions, WhatsApp messages and phone billed separately | Per agent per month; AI resolutions and voice billed by usage |
| Free option | No free plan on the pricing page; 14-day trial, no card; 6-month Free Program for 2 agents in the help center | No free plan; 14-day trial of Suite Professional, no card |
| Reference scenario (5 agents, annual) | $145/mo on Freshdesk Omni Growth ($29 × 5), computed | $275/mo on Suite Team ($55 × 5), computed |
| Month-to-month price | $35 per agent on Omni Growth ($35 / $95 / $143 Omni; $23 / $66 / $107 Freshdesk) | $69 per agent on Suite Team ($25 / $69 / $149 for the three listed plans) |
| AI agent pricing | First 500 sessions included once per account; then $49 per 100 sessions | 5 resolutions per agent/mo included; then $1.50 committed or $2.00 pay-as-you-go |
| Phone | Through Freshcaller, a separately billed Freshworks product; own carrier on Omni Pro and up | Built in from Suite Team; numbers and minutes billed by usage |
| SLA policies and CSAT | Default SLA policies on Growth; multiple SLAs and CSAT surveys from Pro ($79 Omni) | Suite Professional ($115); chat conversation rating on Suite Team |
| SOC 2 / ISO 27001 | SOC 2 Type 2 (report on request); ISO/IEC 27001:2022 | SOC 2 Type II (on request, under NDA); ISO 27001:2022 |
| HIPAA BAA | Mutually executed with Freshworks; the HIPAA guide lists Freshdesk Enterprise ($89), not the current Omni plans | Suite Professional and up (Advanced Compliance) |
| EU data hosting | EEA data center chosen at sign-up, every plan | Suite Professional and up, activated by Zendesk on request |
| SSO | SAML on every plan of both editions | SAML, OIDC or JWT on every plan |
| Data export | Whole-account export (XML in the app, JSON through the API) | REST API on every plan; file export from Suite Growth, enabled by support |
| Bottom line | From its public pages, Freshdesk Omni offers chat, social messaging, a knowledge base, SAML SSO and EU hosting from $29 per agent, with every plan priced in public. CSAT, multiple SLAs and custom roles start on Pro, and a few pages disagree on payment and plan details. | From its public pages, Zendesk is a broad help desk suite: every main channel on Suite Team, AI agents on every plan and a deep compliance file. SLAs, CSAT and data region start on Suite Professional, and some plan names and AI tiers differ between pages. |
Evidence: Freshdesk: facts checked 2026-10-15 from its public sign-up and pricing pages, no completed hands-on run; Zendesk: facts checked 2026-10-15 from its public sign-up and pricing pages, no completed hands-on run. Prices in USD as listed, excluding tax. "–" means not recorded.
When to pick each
In the words of each review, with the date its facts were checked.
From our Freshdesk review
Checked Oct 15, 2026- Pick Freshdesk when
- You want live chat, social channels, default SLA policies and EU hosting from $29 per agent (Omni Growth, annual).
- Pick Zendesk when
- You want voice built into the seat and a HIPAA BAA documented for the plan with live chat (Suite Professional).
From our Zendesk review
Checked Oct 15, 2026- Pick Zendesk when
- You want voice built into the help desk seat rather than a separate Freshcaller subscription.
- Pick Freshdesk when
- You want live chat, social channels, SLA policies and EU hosting chosen at sign-up from $29 per agent (Omni Growth, annual).
Entry price
Baseline: each product's cheapest paid plan, per month. Included usage differs, so read the line under each price.
- FreshdeskFreshdesk Growth$19/agent/moBilled annually; $23 month to month
- Email and Facebook ticketing, shared inbox
- Customer portal and knowledge base
- SAML SSO
- Freddy AI Agent, first 500 sessions once per account
- No live chat
- ZendeskSupport Team$19/agent/moBilled annually; $25 month to month
- Email ticketing, routing, macros and automations
- AI agents for email, 5 automated resolutions per agent/mo
- API access and single sign-on
- No help center, live chat or social channels
Prices as listed on each pricing page, in USD per month, excluding tax. Observed: Freshdesk 2026-10-15, Zendesk 2026-10-15.
Which one fits
- If you need to start today without a sales call
- FreshdeskSelf-serve sign-up, no card needed; the highest score of the 2 self-serve products here (6.7/10).
- If you want to try it without entering a card
- Freshdesk14-day free trial, no card needed, and the highest score of the 2 that skip the card (6.7/10).
- Lowest starter price
- Freshdesk and Zendesk$19/agent/mo for the Growth (Freshdesk, billed annually) plan each.
- Highest overall score
- Freshdesk6.7/10 (Good). The review shows the score breakdown and the run behind it.
Picked by fixed rules from the table above, not by hand. How we score
Full reviews
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