Freshservice vs Zendesk

It turns out that Freshservice and Zendesk are both rather good at helping you manage customer support, though each in its own quirky way. They both let you handle tickets like a pro and they both have an uncanny ability to integrate with just about everything. If you've got emails, chats or social media messages piling up, these two will swoop in like highly trained space engineers and help you tidy the mess. You can even automate processes, because let’s face it, who doesn’t want robots to handle their tedious work? And yes, both are cloud-based, so no need to worry about physical servers that weigh about as much as a small planet.

Freshservice, on the other hand, is the diligent, techy cousin that came out of India in 2010, with a keen eye for all things IT. If you’re managing an army of computers or overseeing an IT department, this is the tool for you. Think of it as a spaceship designed to track your assets, handle change management and generally help your IT team stay on top of things without throwing any space-age tantrums. Its focus is largely internal, so if you're trying to keep your IT systems running smoothly, Freshservice is your trusty co-pilot.

Then there's Zendesk, which is a bit of a shapeshifter. Born in 2007 in the United States, it’s designed for anyone who has customers (and presumably, customers have questions). It focuses on customer experience, wrapping you in a web of omnichannel support. Live chat? Check. Knowledge base? Of course. It's not just about solving problems; it's about making the whole experience pleasant, which makes it the go-to for companies looking to engage customers and offer top-tier service. Plus, its reporting tools are so sharp, they could probably predict the next three things your customer is going to ask.

See also: Top 10 IT Service Desk software