# Compare Freshservice vs Zoho Desk 2026 | Capterra > Unsure of what to choose? Check Capterra to compare Freshservice and Zoho Desk based on pricing, features, product details, and verified reviews. Source: https://www.capterra.com/compare/132997-169505/Freshservice-vs-Zoho-Desk --- # Freshservice vs Zoho Desk Features and Cost Comparison Last updated May 12th, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/) Your comparison: FreshserviceZoho Desk2/4 selected [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.5 (695)](https://www.capterra.com/p/132997/Freshservice/reviews/) [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.5 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) [## Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.5 (695)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting Price $19.00/month Value-for-Money 4.4 Functionality 4.3 Ease of Use 4.6 Customer Service 4.6 Reviews Sentiment Based on [695 reviews](#user-reviews) Positive 656 Neutral 30 Negative 9 [## Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.5 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Starting Price $20.00/month Value-for-Money 4.5 Functionality 4.5 Ease of Use 4.4 Customer Service 4.3 Reviews Sentiment Based on [2,212 reviews](#user-reviews) Positive 2,071 Neutral 120 Negative 21 ## Send this comparison chart to my inbox ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. What’s your intended use case? ## Summary * * * Key features rated by users Features selected based on 4,213 reviews from help desk software users. about the Fit Score methodology. Fit Score methodology Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about. If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology 69%Fit Not enough reviews Feature ratings Ticket Management 4.7 Real-Time Notifications 4.6 Third-Party Integrations 3.7 Customizable Fields 4.0 Performance Metrics \-- 80%Fit High performer Feature ratings Ticket Management 4.6 Real-Time Notifications 4.5 Third-Party Integrations 4.1 Customizable Fields 4.4 Performance Metrics 4.6 User satisfaction User satisfaction 4.5 User reviews[695](https://www.capterra.com/p/132997/Freshservice/reviews/) Ease of use 4.6 Functionality 4.3 Value for money 4.4 Customer support 4.6 User satisfaction 4.5 User reviews[2,212](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Ease of use 4.4 Functionality 4.5 Value for money 4.5 Customer support 4.3 Price starts from Price starts from $19Per User, Per Month - Free version - Free trial Price starts from $20Per User, Per Month - Free version - Free trial Best for Best for Freshservice scales from mid-market to enterprises, supporting IT, HR, finance, and more across industries like government, manufacturing, healthcare, retail, and tech on one unified platform. Best for Zoho Desk is used by customer service departments, help desk agents, IT support teams, call centers, field service technicians, and SaaS businesses of all sizes across multiple industries. ## User reviews Pros & cons NO Nathalie O. Scrum Master IT > "During my recent implementation, I leveraged its capabilities to build high-performance custom workflows that required precision and scalability. While the..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7095459) AC Ariel C. Technical Support Analyst > "The assets management is a little confusing and for some reason is not working great for all, but we have a MDM solution that manages all our devices, and..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111443) Praphul Kumar P. Tech lead sr System Admin > "It has helped improve operational efficiency, reduce turnaround time, and bring better structure to ticket and service request management. While there are..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113846) DV David V. Customer Supoort Manager > "The only thing I dislike is that depending on the license tier, it may be very limited on AI usage, API usage and a couple more features that are only..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111459) LB Lucas B. IT Service Desk Analyst > "Freshservice’s biggest strength, in my experience, is how effortlessly everything comes together in one clean, intuitive platform—its interface is easy to..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265) LB Lucas B. IT Service Desk Analyst > "Additionally, certain configuration options aren’t as flexible as you’d expect from an ITSM tool, so you occasionally run into moments where you have to..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265) BC Brendan C. Senior Solutions Engineer > "There are great reporting features built-in as well, providing clean overviews of important KPI's like first-touch resolution, first response time, and time..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079567) MD Mark D. Director of Operations > "I have been working with ITSM products long enough to remember local fat client interfaces and the web client experience is never as fast or consistent. " [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7082783) CT Cameron T. IT Service Desk Analyst > "FreshService has been great for our organisation and has been the backbone of our IT Service desk environment, allowing us to triage incidents and keep track..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094565) CY Chandresh Y. AVP-IT > "Additionally, users often cite limitations in customization, API rate caps, and occasional performance bottlenecks." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111478) SD Stefan D. Senior System Analyst > "The ticketing system is well organized, automation workflows are powerful, and the service catalog makes it simple for users to request services." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111427) JC Josh C. Help Desk and System Admin > "There are some minor ui issues, and running reports can be a hassle to get the data you are looking for." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079621) DF Dominique F. Systems Administrator > "The service catalog has been especially valuable since we can now standardize requests, apply approval workflows, and automate processes that were previously..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115320) BM Bruno M. VP IT > "not sure how it will handle multiple groups and departments. How to segregate categories, etc based on groups." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113612) KG Kevan G. Software enginner > "The platform is user-friendly, reliable, and helps streamline workflows. While there are a few areas for improvement, especially in reporting and pricing..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145531) DF Deste F. IT HelpDesk > "Additionally, some integrations require extra setup effort or paid tiers, which can impact overall value." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121021) SS Shubham S. Sr. Network Engineer > "From a network support side, it helps in maintaining proper records and makes coordination easier when multiple teams are involved. Once everything is set,..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7124852) LS Lumo S. Systems Analyst > "Reporting can be a bit rigid, and API/search behavior sometimes requires workarounds." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118779) RM Rakesh M. Senior IT Infra Executive > "It provides a stable ITSM platform for managing incidents, service requests, and changes in a structured way." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115673) MS Matt S. Systems Administrator > "The lack of customizability for certain things, such as templates." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094559) TZ Tarik Z. IT > "It has helped streamline incident management, improve SLA compliance, and enhance team productivity. While there are some areas for improvement, it remains a..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7122927) JC Johnny C. Support Engineer > "It takes some time to learn how to use all the advanced features properly, so the learning curve is a bit steep for new users." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079568) AC Ajay C. EUS Engineer > "From a support engineer point of view, it improves response time and makes tracking easier. Once everything is configured properly, it becomes part of the..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121029) MO Mark O. Head of Managed Services > "Integrations are not always clear, often rely on third parties (not clear how they are involved with your data either)." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113691) TE Trajkovi E. Principal Analyst > "It streamlines IT service management by combining ticketing, automation, and reporting in a single platform." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118803) TG Taylor G. Head of Product > "New accounts can easily get locked if API usage is high." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7086052) MB Maki B. Local HR > "The platform is intuitive, reducing onboarding time, while still offering solid automation for ticketing, SLAs, and workflows." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121028) BF Brandon F. Service Desk Supervisor > "In particular, there were smaller percentages highlighted in green and/or red that didn't make any sense to me when adding different metrics to my report." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6861159) ARS Abdul Rehman S. Director Information Technology - Service Delivery and Engineering > "It has helped streamline our IT service management processes, improve efficiency through automation, and enhance visibility across operations." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118062) CK Chris K. Senior Director Global Ops and Support > "We moved from a market-leader, which was cumbersome, expensive, and nearly impossible to manage without a large, dedicated team." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111527) MM Mahesh M. IT Security Engineer > "Freshservice provides a well-structured ITSM platform with a clean UI and smooth ticket lifecycle management." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113394) JS Jeremy S. IT Project Manager > "Some bugs that cause annoying alerts to be generated." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079524) AB Aimé B. Skol Brewery Limited > "Clients can submit tickets through a simple portal, email, or service catalog without confusion, which reduces friction and increases adoption." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7103029) BM Bruno M. VP IT > "I am unable to get a support person when having a question or needing help configuring." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113612) BC Brayden C. IT > "Freshservice has been a reliable and intuitive ITSM tool for our team, streamlining tickets and automating workflows." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113396) SB Shivraj B. IT MANAGER > "Agent responses are not coming while exporting the tickets." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079571) NO Nathalie O. Scrum Master IT > "For any team looking to blend custom coding with modern automation, Freshservice provides a solid, dependable foundation." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7095459) MO Mark O. Head of Managed Services > "The available licensing is not as flexible as other tools." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113691) MS Mike S. Sr. Application Analyst > "Easy tracking of issues across various business sectors giving an easy to understand history of open issues and where they are in the development life cycle" [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7082166) JB Joe B. Desktop Support Engineer > "Unfortunately, due to this, I haven't been able to get my managers to purchase it." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079535) Praphul Kumar P. Tech lead sr System Admin > "Task and workflow management are strong, allowing me to streamline processes across different teams effectively." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113846) EJ Elvin J. IT Manager > "Category set up is always a tedious task, but not due to Freshservice." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115661) AM Akil M. Asst. Manager > "The platform makes it easier to manage workloads, track issues, and ensure accountability across the team." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7119075) JF Javier F. Partners Responsible > "Reporting features could be more robust, and it lacks some advanced customization options." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6508286) DF Dominique F. Systems Administrator > "Asset management is also a strong feature as it allows us to properly track our IT equipment lifecycle." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115320) NB Norman B. Director Technology Strategy at TELUS > "For small teams, some options may feel too advanced and are not always used." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7014939) FA Frank A. Digital Services Manager > "The connector apps are very useful - especially for asset matching to vendors warranty sites like with Dell." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7082306) JB Joe B. Desktop Support Engineer > "Sometimes I don't want to contact support..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079535) KG Kevan G. Software enginner > "The ticket management system is highly efficient, with automation features that reduce manual effort and improve response times." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145531) PM Phillip M. ICT Support Officer > "The Notification spam through the app is terrible, pinging each notification one at a time to the phone, which is especially annoying when it sends over 30..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___5013674) CC Christian C. IT Specialist > "On a positive note, I appreciate the ability to use Single Sign-On (SSO) with our Microsoft products, as it makes me feel more secure." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7086042) MLL Mei Leng L. Business Analyst > "The workflow very rigid do not robust enough for customer to configure to handle customize organization workflow do not have proper implementation..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4985992) DF Dominique F. Systems Administrator > "It has improved accountability, response tracking, and overall service delivery within our IT department." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115320) GP Gabriel P. It service manager > "After being a client for years they are not open to negotiating license costs." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6839838) DF Deste F. IT HelpDesk > "Overall, Freshservice is a reliable and efficient ITSM platform that streamlines service desk operations and improves team collaboration." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121021) TW Tim W. IT > "Not good for inventory management, missing some features" [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6622023) JYM Jean-Yves M. IT Manager > "Freshservice is easy to customize and can be easily adjusted to the usage in many departments requesting task follow-up (IT, Human Ressources, Maintenance..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7085074) BD Benjamin D. Integration lead > "Lack of integration with some of our other applications." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6573500) Anida P. Graphic designer > "The interface is intuitive, which helps streamline my daily workflow as a graphic designer." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115614) JTP Joria Tolitz P. IT Service Desk Administrator > "We could not create a custom place holder that we can use on canned responses, workflow, etc." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4979836) JM Jorge M. IT COORDINATOR > "It has clearly improved how support requests are handled and has made IT service management more structured and efficient." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079561) KS Karthic S. IT Officer > "account managers take a lot of time to respond and they dont talk directly they redirect you to customer service without even discussing about the problem." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4993763) NO Nathalie O. Scrum Master IT > "Freshservice stands out as a robust ITSM solution that balances user-friendly design with deep technical flexibility." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7095459) SO Seun O. Snr System Analyst & Integrator > "the inability to register certificates and certain operational activity" [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4980044) TR Tushar R. Support Team Lead > "Features like SLA tracking and automation reduce follow-ups and help the team stay aligned." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121185) NG Navaneeth G. Associate Manager - IT > "The customization options can be a bit overwhelming, especially for new users." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4973777) KB Kenny B. VP, IT > "We can now better manage problems, requests, inventory, and change management which were tough initially." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111452) SA Samuel A. Software > "Steep initial setup, complex rules management, and occasional performance hiccups." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4825510) JS Jeremy S. IT Project Manager > "Entra integration was easy and it's great to have a system that can both build users, and import them automatically into Freshservice when created." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079524) MK Micah K. network administrator apprentice > "mobile app doesn't have the same versatility the web version has, should be updated more frequently." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4873004) SB Shivraj B. IT MANAGER > "I’ve made many customizations based on our business requirements, which have been very beneficial for our company." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079571) Sarah H. System Administrator > "I have not been able to determine whether or not it is possible for us to have parent portal sites that include kid pages, and the process of developing..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___3586871) SD Stefan D. Senior IT Tehnician > "It streamlined support workflows, improved response times, and made daily IT operations much easier to manage." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115901) RP Ron P. Systems Administrator > "The only cons are that there is some minor missing functionality with automation (for instance, automatically creating a new ticket based on the properties..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___3865912) NE Niels E. IT Coordinator > "The tool fits the needs of our organization, and allows our IT department to work efficiently." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7097203) YH Youssef H. disagner > "I haven't been able to find out if it's feasible for us to have parent portal sites with kid pages, and creating these pages will require coding expertise." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4573432) AL Alexander L. Senior Systems Administrator > "Getting users to submit ticket is painless compared to our old Dynamics based in house ticketing tool." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094649) GC Geoff C. Director of Information Services > "Support is great for simple things, but really disappointing when you have specific issues to your configuration, each time you are educating their team on..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___3932151) RM Rakesh M. Sr IT Infra Executive > "It has significantly improved our service desk efficiency, asset management, and response times." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7139089) VR Verified Reviewer Solutions Architect > "It does it's job as a ticketing system and a KB for the support teams, but it isn't a system that you would be happy, or at least pleased, to work with." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___4723638) [View Reviews](https://www.capterra.com/p/132997/Freshservice/reviews/) DM David M. Technical Support Engineer > "I like the most that I can open a customer record and see all previous tickets, notes, and conversations all at the same time, and this way, I can understand..." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___7062256) DR Daniel R. Product Manager > "Sometimes mail integration fails l, so we always mount the mail account directly to be sure we don’t miss tickets." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___7027526) GL Garcia L. Technology Solutions Manager > "Zoho Desk simplifies support ticket handling and workflows with easy setup so that my team can monitor issues and respond to chat discussions with users..." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6870504) RB Rian B. Technical Support Specialist > "Ticket statuses in the mobile app are sometimes slow to update, and that’s annoying since I’m fixing things on the go for Artamara’s clients." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6780610) FB Francois B. Operation Manager > "Zoho Desk allowed me to work with emails, live chat, social, web forms, and calls via a single inbox." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6881947) NT Narenthira T. Freelancer > "Attempting to use there Programming interface to get to end client usefulness is unimaginable without the SDKs which are unusable in a cross stage..." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6690342) VP Ville P. Specialist > "It allowed us to transition from a messy shared inbox to a professional, automated ticketing system." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___7091147) PS Pereira S. Informatics Engineer > "Additionally, the customer portal cannot be customised or designed to match company's brand colours and consistency." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6749629) FB Francois B. Operation Manager > "The AI-powered responses, streamlined ticket pipeline and intelligent dashboards enabled me to have full control of support functions." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6881947) ClJ Céline J. Social Media Manager > "The mobile version also needs improvement, it’s not as effective as the desktop one." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6873042) LA Laide A. Chief Executive Officer > "Zoho Desk helps us with daily tasks to maintain fluid communication with our clients and solve their demands and queries in a short period of time." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6502614) PS Pereira S. Informatics Engineer > "The lower subscription plans are kinda limiting to businesses that need more flexibility because they lack customization options." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6749629) PS Pereira S. Informatics Engineer > "It allows us to quickly sort customer tickets and organize our routine operations enabling us to attend and personalizing feedback for every enquiry without..." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6749629) SJ Smita J. Developer > "The tool gives a lot of notifications with no regards to what are essential for a particular function." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6553706) AT Aniruddha T. Operations Support > "I use Zoho desk for submitting tickets and receiving tickets which has really changed the way my company and myself takes on tickets from our customers." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6534303) Matthew B. Director Of Marketing And Advertising > "These include bad customer support, a complicated setup process, exorbitant costs for adding new team members, and a dearth of distinctive features in..." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4938747) PS Pereira S. Informatics Engineer > "It also provide with a comprehensive customer service and help desk solution with features that enhance our customer interactions and team efficiency. " [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6749629) Nikita V. Marketing Manager CRM > "It is not customizable to be used simultaneously in several languages and markets." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6351585) Mustafa A. Director > "The overall consensus on Zoho Desk in 2026 describes it as a "powerhouse of value" that delivers enterprise-grade features at a mid-market price point." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___7128971) CS Connor S. Brokerage Operations Associate > "The ticket system is a bit overwhelming and isn't quite worth it over just using a regular email inbox." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6598202) AA Aditya A. Customer Service Representative > "It is effective for me in my work because I can speed up service by dealing with support requests, so clients can get faster answers and be satisfied." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6772396) VR Verified Reviewer Lead > "The mobile app has limitations, and the free plan is restrictive. " [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#GetApp___6534929) RB Rian B. Technical Support Specialist > "It allows me to respond faster to support tickets and ensure our small team never misses a critical client IT ticket." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6780610) LA Laide A. Chief Executive Officer > "Some occasional system slowdowns can affect productivity." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6502614) PJ Peter J. Consultant > "Provides web-based customer support, reducing workloads and leaving our customers happy and confident in the support we provide them." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6312795) Saskia M. Senior Director Sales Marketing > "I need to export data to external programs to gain a full picture of my customer service performance because the present reporting options are inadequate." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4947304) TC Tom C. IT Technician > "Positive, allows a MAT (Multi Academy Trust) to centralise our IT Service Desk and support every school in the trust" [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6753746) VR Verified Reviewer Lead > "These factors slightly hinder an otherwise strong help desk solution." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#GetApp___6534929) RM Rebotile M. IT Manager > "Zoho has knowledgeable features that enable to create self service for customers." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6846750) GF Gabriel F. IT Intern > "It can be difficult to set up the knowledge base settings the first time." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6708962) CB Christoph B. COO > "The teams appreciate the ability to configure and to add / draw reports from it." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6846747) DT Daniel T. IT Engineer > "Load times and performance can be slow." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6765820) Kaylie D. Chief Human Resources Officer > "We created a ticketing system that allowed us to prioritize employee requests and reduce response time." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6645199) BS Bruce S. Programme Manager > "Can sometimes feel quite clunky and take time to load" [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6542234) KZ Katie Z. Owner > "Zoho Desk is affordable and easy to integrate in website and has easy to use tools within the Zoho Desk." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___7120161) SJ Smita J. Developer > "Its not very easy for new beginners to learn and use and the users need to be trained well." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6553706) LM Lisa M. Recruiting and Employer Branding Specialist > "I have created a great customer support portal where reports on product catalog and knowledgeable articles can be shared with ease. " [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6333005) 🪃 Isaac D. CPO > "This can be a drawback for teams that rely heavily on mobile access to provide timely customer support." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#GetApp___6267032) PJ Peter J. Consultant > "Also, workflow management, incident management and knowledge management are key pillars while using Zoho Desk." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6312795) CB Cherry B. Customer Success Manager > "There is only 1 thing I did not like about Zoho desk. While the main thing I like the most is the ability to respond or reach out to clients at a later time..." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4354190) PNK Peter N K. Cyber Security Engineer > "Ticket management and real time alerts and notification makes Zoho Desk our top priority." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6668455) VP Victoria P. Business partner > "The reporting features could use some improvement, and we've experienced occasional glitches with the mobile app." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6093092) ABHAYA S. system engineer > "Overall it meets the core needs of IT service management with solid flexibility and security." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6871314) 🪃 Isaac D. CPO > "The app occasionally feels less responsive and lacks some of the functionalities available on the desktop version." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#GetApp___6267032) KZ Katie Z. Owner > "Overall it is really easy to use and beginner friendly. And for the cost it meets the basic needs that I am looking for." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___7120161) BM Beatriz M. CUSTOMER SUPPORT SPECIALIST > "The one thing I least like about the whole task was the ability to merge tickets." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4871416) Ujjwal S. Hr > "Zoho Desk has been a reliable tool for handling customer support efficiently." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6878999) AW Alexander W. Project Manager > "Difficult permissions management and it takes a long time to get off the ground with understanding how to customize" [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6173494) YY Yanyu Y. Senior Data Scientist > "The program is lauded for its high quality and wide variety of management and quality tools, such as a help desk, tickets, chat, and surveys." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___5025299) BK Bishoy K. Infrastructure Engineer > "Lacks some advanced features: While Zoho Desk is a comprehensive support platform, it may lack some of the advanced features offered by other support..." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4584454) CS Connor S. Brokerage Operations Associate > "We use Zoho Desk to organize help articles for our customers and it has been very valuable." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6598202) VR Verified Reviewer Project manager > "Lack of editing features for custom fields" [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#GetApp___4821792) AP Alex P. Systems Analyst. > "For our company our customers are the most precious asset, and their satisfaction is an extremely important aspect for us in which we work daily to maintain..." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4814349) LK Liam K. CMO > "We have experienced slow loading some time ago, didn't happened again but it was very annoying (was not from the internet connection)." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6296592) TK Taylor K. Engineer > "Overall Zoho Desk has been extremely helpful, though I wish the settings were more adjustable and allowed more changes to specific profiles." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6702655) Efezino U. Software Developer > "Some potential cons of using Zoho Desk may include its cost, its potential complexity for users who are new to customer service software, and its potential..." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4338129) Christian P. Human Resources Manager > "We were able to streamline our operations with the support of Zoho desk's improved visibility, timeliness, and visibility into the resolution of open..." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___5013074) GB Goma B. Instructor > "The current reporting features are limited, and I often have to export data to external tools to get a comprehensive view of my customer support performance." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4770236) Saskia M. Senior Director Sales Marketing > "It's a separate platform connected to the company that has all the greatest capabilities for prioritizing requests, managing the requests, and closing more..." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4947304) Gabriela M. Support enginner > "Sometimes the response time of the customer service is a little slow." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4929332) ClJ Céline J. Social Media Manager > "It’s an exceptionally user-friendly platform, Zoho helped us manage tickets efficiently." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6873042) SS Shannon S. Functional Analyst > "The attachment button in emails is located in a separate corner of the screen than any other formatting things for the emails, which is slightly confusing to..." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4330141) AA Aditya A. Customer Service Representative > "I love how easy Zoho Desk makes it to follow and respond to customer issues; I can see all the tickets on one dashboard." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6772396) PR Peter R. CCO > "It offers a customer portal, but the design of that portal cannot be matched with the "house style" guidelines of the company" [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___3812150) BL Brandon L. Cyber Security Specialist > "Zoho Desk has allowed us to effectively manage our security incidents and requests, providing quality support to our customers." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___5072912) Gregory K. President > "Had some issues integrating with office 365, that's about it" [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#GetApp___6085341) BL Brandon L. Cyber Security Specialist > "Zoho Desk allows us to efficiently assign and track security issues, which helps us resolve them in a timely manner." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___5072912) Himanshu R. Operations Manager > "Some of the icons difficult to understand." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6075788) SH Shauna H. Accounts Payable > "All my email came into one inbox and could be organized." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___7007268) SK Sanu K. Scientists > "Customer support: While Zoho Desk is a customer support tool, its own customer support may not be up to par for some users." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4589986) NT Narenthira T. Freelancer > "Our group can use this stage to accomplish almost 100 percent client care inclusion." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6690342) SK Sudhanshu K. Junior Full Stack Developer > "I dislike that the software can be a bit slow to load at times, which can be frustrating when trying to quickly respond to customer inquiries" [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4585228) JV Joicy V. Searcher > "I have been one of the decision maker in my previous company to decide buying Zoho Desk after our trial period, because of its clean interface and facility..." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4822697) MS Madhusudan S. Software Engineer > "The pace and quality we received throughout and (especially) after the implementation fell short of our expectations, which eventually caused us to terminate..." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4561641) Saskia M. Senior Director Sales Marketing > "We've been able to enhance productivity and optimize our processes because to the platform's many useful features, including as automation and connections to..." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4947304) David H. Software Engineer > "When you first start using it, it is a bit confusing to set up initially and takes a long time to set up integrations with your other services." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___3859730) NT Narenthira T. Freelancer > "The involvement in Zoho Desk has been amazingly quick and proficient in uniting client messages." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___6690342) OA Omolayo A. Business Consultant > "The mobile app does not have some valuable features that the website version has and does not leave you online." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4158709) Julio A. H. CEO > "I think about today! that this program does the functions that I need to provide my technical support service and helps me stay organized" [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#GetApp___6451160) Stephanie J. System Administrator > "Two more businesses using zoho confirmed that the email system and spf/dkim verification simply do not verify." [See full review](https://www.capterra.com/p/169505/Zoho-Desk/#Capterra___4718407) [View Reviews](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) ## User interface 4.53 (695) 4.51 (2,212) ## Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ### Features Do these products fit your needs? Prioritize real-user-identified key features according to your needs to find your best fit. \--% Fit vs \--% Fit Access Controls/Permissions 207 Important Activity Dashboard 150 Important AI Copilot 120 Important Freshservice 31/36 - Access Controls/Permissions - Activity Dashboard - AI Copilot - AI Summarization - Alerts/Escalation - API - Automated Responses - Automated Routing - Chatbot - Collaboration Tools - Customer Database - Customizable Branding - Customizable Fields - Data Import/Export - Email Templates - Generative AI - Knowledge Base Management - Macros/Templated Responses - Mobile App - Multi-Channel Communication - Performance Metrics - Personalization - Prioritization - Process/Workflow Automation - Real-Time Chat - Real-Time Notifications - Reporting/Analytics - Secure Data Storage - Self Service Portal - Service Level Agreement (SLA) Management - Single Sign On - Social Media Integration - Surveys & Feedback - Third-Party Integrations - Ticket Management - Workflow Management [See all features](https://www.capterra.com/p/132997/Freshservice/#features) Zoho Desk 31/36 - Access Controls/Permissions - Activity Dashboard - AI Copilot - AI Summarization - Alerts/Escalation - API - Automated Responses - Automated Routing - Chatbot - Collaboration Tools - Customer Database - Customizable Branding - Customizable Fields - Data Import/Export - Email Templates - Generative AI - Knowledge Base Management - Macros/Templated Responses - Mobile App - Multi-Channel Communication - Performance Metrics - Personalization - Prioritization - Process/Workflow Automation - Real-Time Chat - Real-Time Notifications - Reporting/Analytics - Secure Data Storage - Self Service Portal - Service Level Agreement (SLA) Management - Single Sign On - Social Media Integration - Surveys & Feedback - Third-Party Integrations - Ticket Management - Workflow Management [See all features](https://www.capterra.com/p/169505/Zoho-Desk/#features) ### Recognition Freshservice is recognized as a top-rated tool in 5 Capterra Shortlist reports Zoho Desk is recognized as a top-rated tool in 3 Capterra Shortlist reports ### Deployment & support Freshservice Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Zoho Desk Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos ### Company Details Freshservice - By Freshworks - Located in United States - Founded in 2011 Zoho Desk - By Zoho - Located in United States - Founded in 1996 ## Popular Comparisons [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.53 (695)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) $19/month Price $39/month 4.3 Features 4.4 4.6 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/132997-164283/Freshservice-vs-Zendesk) [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) $20/month Price $39/month 4.5 Features 4.4 4.4 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/164283-169505/Zendesk-vs-Zoho-Desk) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.53 (695)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.50 (3,415)](https://www.capterra.com/p/124981/Freshdesk/reviews/) $19/month Price $19/month 4.3 Features 4.3 4.6 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/124981-132997/Freshdesk-vs-Freshservice) [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) vs [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.50 (3,415)](https://www.capterra.com/p/124981/Freshdesk/reviews/) $20/month Price $19/month 4.5 Features 4.3 4.4 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/124981-169505/Freshdesk-vs-Zoho-Desk) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.53 (695)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) $19/month Price R$35/month 4.3 Features 4.7 4.6 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/132997-202528/Freshservice-vs-Milvus) [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.67 (1,780)](https://www.capterra.com/p/102188/LiveAgent/reviews/) $20/month Price $15/month 4.5 Features 4.6 4.4 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-169505/LiveAgent-vs-Zoho-Desk) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.53 (695)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.67 (1,780)](https://www.capterra.com/p/102188/LiveAgent/reviews/) $19/month Price $15/month 4.3 Features 4.6 4.6 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-132997/LiveAgent-vs-Freshservice) [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) vs [LiveChat](https://www.capterra.com/p/62194/LiveChat/)[4.64 (1,721)](https://www.capterra.com/p/62194/LiveChat/reviews/) $20/month Price $25/month 4.5 Features 4.5 4.4 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/62194-169505/LiveChat-vs-Zoho-Desk) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.53 (695)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (768)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) $19/month Price $20/month 4.3 Features 4.5 4.6 Ease of Use 4.2 [View full comparison](https://www.capterra.com/compare/132997-227102/Freshservice-vs-JIRA-Service-Management) [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) vs [SysAid](https://www.capterra.com/p/107225/SysAid/)[4.54 (515)](https://www.capterra.com/p/107225/SysAid/reviews/) $20/month Price Contact vendor for pricing 4.5 Features 4.5 4.4 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/107225-169505/SysAid-vs-Zoho-Desk) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.53 (695)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [SysAid](https://www.capterra.com/p/107225/SysAid/)[4.54 (515)](https://www.capterra.com/p/107225/SysAid/reviews/) $19/month Price Contact vendor for pricing 4.3 Features 4.5 4.6 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/107225-132997/SysAid-vs-Freshservice) [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) vs [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (768)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) $20/month Price $20/month 4.5 Features 4.5 4.4 Ease of Use 4.2 [View full comparison](https://www.capterra.com/compare/169505-227102/Zoho-Desk-vs-JIRA-Service-Management)