Head to head
Freshdesk vs Zendesk Guide
Both platforms are scored with the same methodology and the same category rubric. Nothing on this page is influenced by advertising.
52/100Higher score | 51/100 | |
|---|---|---|
| Category rank | #7 | #2 |
| Confidence | High confidence | High confidence |
| External Reputation | 87 | 86 |
| AI Authority | 19 | 19 |
| Web Authority | 31 | 35 |
| Expert Assessment | 63 | 57 |
| TOP10 User Score | — | — |
| Pricing | $19/agent/month, billed annually (Growth) · free tier: Free trial available ("Try it free" / "Start for free" on every plan); trial length not published. Page metadata mentions a "Free Program for 2 users" but no free plan appears in the live plan cards. | $19/agent/month billed annually (Support Team — does not include the knowledge base) · free tier: No free plan; 14-day free trial on Suite Team |
| Pricing model | Subscription (per agent) with metered AI and automation add-ons | Subscription (per-agent) with usage-based AI billing |
| Best for | Small-to-mid support teams (roughly 10-500 agents), especially email-first operations, that want a full ticketing, portal and knowledge-base stack at a low entry price and want to pilot AI deflection without a separate AI contract. | Organisations already on or migrating to Zendesk Suite for ticketing that want multilingual self-service and AI deflection tightly coupled to the ticket queue. |
| Avoid if | You need routing, multiple SLA policies or custom dashboards on a tight budget (they force you to $55/agent), you run high AI volumes where metered sessions plus the $29 copilot inflate real cost, you require a published monthly price or a permanent free tier, or you must see documented compliance certification before purchase. | You need a standalone knowledge base, public docs site or internal wiki without a helpdesk, or you have a tight, predictable budget that cannot absorb unpublished AI usage rates and $55+/agent/month. |
| Markets | SMB, Mid-Market, Enterprise | SMB, Mid-Market, Enterprise |
| Founded | — | — |
| Headquarters | — | — |
A higher TOP SCORE means more of the evidence favours that platform on this methodology — it is not a recommendation, and it does not account for your specific requirements. Advertisers are never declared the winner of a comparison.