# Freshdesk vs Zendesk

| Attribute | Freshdesk | Zendesk |
|---|---|---|
| **Vioscale score** | 67.7 (41% (low)) | 67.6 (73% (medium)) |
| deployment.options | `{"cloud":true}` | `{"cloud":true}` |
| description.long | Freshdesk is an AI-powered customer service platform that combines ready-to-use AI agents, people, and workflows with a guided path to AI adoption for faster issue resolution and improved agent productivity. | A cloud platform that deploys AI agents to handle customer and employee service requests. Agents improve with each interaction, manage high volumes autonomously, and operate across voice and digital channels without requiring technical configuration. |
| features.capabilities | `{"ai_agent":true,"free_tier":true,"ticketing":true,"api_access":true,"automation_macros":true}` | `{"hosting":"cloud","ai_agent":true,"free_tier":true,"ticketing":true,"omnichannel":true,"knowledge_base":true,"voice_telephony":true,"deployment_model":"cloud_managed_saas","automation_macros":true,"reporting_dashboards":true}` |
| integrations.count | 1 | 1,800 |
| integrations.list | `[{"name":"MCP-connected AI tools and apps"}]` | - |
| platform.support | `{"web":true}` | `{"web":true}` |
| pricing | `{"type":"subscription","plans":[{"free":false,"name":"Growth","summary":"£15/agent/month billed annually","features":["Freddy AI Agent (first 500 sessions included)","Ticketing & shared inbox","Customer portal & knowledge base","Out-of-the-box analytics & reporting","Threads & tasks","Roles & permissions"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":15,"period":"month","currency":"GBP"}],"description":"Launch AI-powered service over email","contactSales":false,"includedLimits":{"ai_agent_sessions":"500"}},{"free":false,"name":"Pro","summary":"£39/agent/month billed annually","features":["Freddy AI Agent (first 500 sessions included)","Multilingual helpdesk","Custom dashboards & reporting","Intelligent routing","Multiple SLA policies","External collaborators"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":39,"period":"month","currency":"GBP"}],"description":"Scale AI-powered service across your business","contactSales":false,"includedLimits":{"ai_agent_sessions":"500"}},{"free":false,"name":"Enterprise","summary":"£67/agent/month billed annually","features":["Freddy AI Agent (first 500 sessions included)","Freddy AI Insights","Skill-based routing","Sandbox","Audit logs","Allowed domains & IP whitelisting"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":67,"period":"month","currency":"GBP"}],"description":"Deliver enterprise-grade, AI-powered service","contactSales":false,"includedLimits":{"ai_agent_sessions":"500"}}],"addOns":[{"name":"Freddy AI Copilot","components":[{"kind":"per_unit","unit":"agent","amount":23,"period":"month","currency":"GBP"}]},{"name":"Additional AI Agent sessions","components":[{"per":{"qty":100,"unit":"sessions"},"kind":"metered","amount":36,"currency":"GBP"}]},{"name":"Day passes","components":[{"kind":"fixed","amount":1.5,"currency":"GBP"}]},{"name":"Connector app tasks","components":[{"per":{"qty":5000,"unit":"tasks"},"kind":"metered","amount":65,"currency":"GBP"}]}],"summary":"From £15/agent/month billed annually. 14-day free trial.","currency":"GBP","freeTier":true,"sourceUrl":"https://freshdesk.com","retrievedAt":"2026-08-03T11:47:05.273Z","freeTrialDays":14,"startingPrice":{"amount":15,"period":"month","currency":"GBP"},"billingPeriods":["month","year"]}` | `{"freeTier":true,"sourceUrl":"https://www.zendesk.com","retrievedAt":"2026-08-13T16:47:54.531Z"}` |
| pricing.free_tier | yes | yes |
| pricing.model | freemium | freemium |
| pricing.price_level | low | low |
| pricing.transparent | yes | no |
| reliability.status_page | yes | yes |
| security.disclosure_policy | - | yes |
| security.fedramp | - | yes |
| security.hipaa | - | yes |
| security.iso27001 | - | yes |
| security.pci | - | yes |
| security.soc2 | - | yes |

## Capabilities (Customer Support)

| Capability | Freshdesk | Zendesk |
|---|:--:|:--:|
| **Core** |  |  |
| Ticket / case management | ✓ | ✓ |
| **Channels** |  |  |
| Live chat | - | - |
| Shared inbox | - | - |
| Omnichannel (email+chat+social+voice) | - | ✓ |
| Voice / telephony | - | ✓ |
| **Self-service** |  |  |
| Self-service knowledge base | - | ✓ |
| **Automation** |  |  |
| SLAs, triggers & routing | - | - |
| Automation / macros | ✓ | ✓ |
| **AI** |  |  |
| AI agent / copilot | ✓ | ✓ |
| **Insight** |  |  |
| Reporting & dashboards | - | ✓ |
| **Deployment** |  |  |
| Hosting | - | Cloud only |
| **Enterprise** |  |  |
| SSO / SCIM | - | - |
| **Extensibility** |  |  |
| Public API | ✓ | - |
| **Pricing** |  |  |
| Free tier | ✓ | ✓ |

*Source: Vioscale. Generated 2026-09-01T17:35:52.631Z. "-" = undocumented, not absent.*