Helpdesk Features (Final Winner: Zendesk)

Freshdesk Rating ⭐4.5/5, Zendesk Rating ⭐5/5, ServiceNow Rating ⭐4/5

Ticket Management:

• Freshdesk: Offers comprehensive ticket management with features like ticket creation, categorization, prioritization, and assignment. It allows you to track and manage requests from multiple channels in one inbox.
• Zendesk: It provides efficient ticket handling, enabling you to create, track, and resolve customer inquiries seamlessly.
• ServiceNow: Excels in ticket management with advanced features for organizing and resolving requests, ensuring streamlined operations.

Winner: All

Ticket Collaboration:

• Freshdesk: Enables your team to collaborate by sharing ticket ownership and splitting complex issues into child tickets for efficient resolution.
• Zendesk: Offers ticket sharing and in-app conversations, facilitating collaboration among team members and departments.
• ServiceNow: Provides robust collaboration tools, allowing your teams to work together and share information to resolve tickets effectively.

Winner: Zendesk

Email Ticketing System:

• Freshdesk: Configures email forwarding rules to convert customer emails into tickets, making it easier for you to track and respond to support requests.
• Zendesk: Automatically converts support emails into tickets, streamlining the ticketing process and ensuring prompt responses.
• ServiceNow: Integrates with email systems to create tickets from customer emails, centralizing communication and improving efficiency.

Winner: Freshdesk and Zendesk

SLA Management:

• Freshdesk: Allows the creation of different SLA policies with reminders and escalation hierarchies to ensure timely resolution.
• Zendesk: Provides SLA management tools to define and track service level agreements, ensuring adherence to customer expectations.
• ServiceNow: Offers comprehensive SLA management capabilities, allowing you to define and enforce service-level commitments.

Winner: All

Supported Platforms (Final Winner: Freshdesk and Zendesk)

Freshdesk Rating ⭐5/5, Zendesk Rating ⭐5/5, ServiceNow Rating ⭐4/5

Email:

All three platforms offer support for email channels, enabling seamless communication with customers.

Winner: All

Live Chat & Messaging:

• Freshdesk: Engage your users through live chat and popular messaging platforms such as Facebook, WhatsApp, and Apple Business Chat.
• Zendesk: Get live chat functionality that allows you to interact with your customers in real time.
• ServiceNow: Offers live chat capabilities for instant customer support and efficient issue resolution.

Winner: Freshdesk and Zendesk

Phone:

• Freshdesk: You can set up a virtual call center with advanced call management features, including call recording and workload balancing.
• Zendesk: Enables you to add a customer service phone number and provides IVR navigation for efficient call routing.
• ServiceNow: Supports phone integration, allowing you to receive and manage customer calls effectively.

Winner: Freshdesk and Zendesk

Social Media:

• Freshdesk: Supports popular social media channels like Instagram, Twitter, and Facebook, enabling you to engage with your customers on social platforms.
• Zendesk: Integrates with social media platforms, empowering you to respond to customer inquiries and feedback across various channels.
• ServiceNow: Provides social media integration for seamless customer engagement and support.

Winner: Freshdesk and Zendesk

Self-Service (Final Winner: Freshdesk)

Freshdesk Rating ⭐5/5, Zendesk Rating ⭐3.5/5, ServiceNow Rating ⭐4/5

Knowledge Base:

• Freshdesk: It enables you to create solution articles, FAQs, and product-focused pages so your customers can access a comprehensive self-help resource.
• Zendesk: Offers a robust knowledge base with categorized articles and FAQs, allowing you to provide self-service support to your customers effectively.
• ServiceNow: Provides a knowledge base repository, empowering you to create and manage informative articles and FAQs.

Winner: All

Community Forum:

• Freshdesk: Set up a community forum where your customers can interact, ask questions, and discuss products or services. Agents can convert forum topics into tickets if necessary.
• Zendesk: Offers a community forum feature, enabling your customers to engage with each other, seek assistance, and share insights.
• ServiceNow: Provides community forum capabilities with moderation and access control features, facilitating productive discussions among your customers.

Winner: Freshdesk

User Portal:

• Freshdesk: Allows your customers to access knowledge base articles, and community forums, and submit and track their tickets through a customizable portal.
• Zendesk: Provides a user portal where your customers can submit and track tickets, access the knowledge base, and engage with the community.
• ServiceNow: Offers a user portal that enables your customers to interact with support resources, track tickets, and access relevant information.

Winner: Freshdesk

Feedback:

• Freshdesk: Notifies article writers about customer feedback, facilitating continuous improvement of knowledge base performance.
• Zendesk: Includes an article rating tool, allowing your customers to rate knowledge base articles and provide valuable feedback.
• ServiceNow: Provides mechanisms to gather feedback from customers, helping you to improve your knowledge base and support services.

Winner: All

Automation (Final Winner: Freshdesk)

Freshdesk Rating ⭐4.5/5, Zendesk Rating ⭐4/5, ServiceNow Rating ⭐5/5

Chatbots:

• Freshdesk: Utilizes a chatbot powered by Freddy AI to deliver instant and precise answers to user queries, along with relevant article suggestions.
• Zendesk: Offers a chatbot feature that interacts with your customers, processes their questions, and provides automated solutions.
• ServiceNow: Incorporates contextual AI capabilities for chatbots, allowing you to provide personalized and efficient customer support.

Winner: Freshdesk

Workflow:

• Freshdesk: Assigns tickets to appropriate agents based on keywords, triggers, and conditions, enhancing ticket management efficiency.
• Zendesk: Automates ticket assignment, triggers actions, and manages cross-functional processes through configurable workflows.
• ServiceNow: Provides advanced workflow management tools, allowing you to automate processes, assign tickets, and streamline operations.

Winner: ServiceNow

Reporting & Analytics (Final Winner: Zendesk)

Freshdesk Rating ⭐4/5, Zendesk Rating ⭐5/5, ServiceNow Rating ⭐4/5

Performance Insights Based on SLA:

• Freshdesk: Provides performance reports based on ticket properties, allowing you to monitor SLA compliance and identify areas for improvement.
• Zendesk: Offers clever insights into your customer service performance, including metrics like response time, SLA breaches, and customer satisfaction ratings.
• ServiceNow: Tracks customer service metrics such as ticket response time, SLA breaches, and customer satisfaction, enabling data-driven decision-making.

Winner: All

Helpdesk Reports:

All three platforms offer comprehensive reporting and analytics capabilities, allowing you to monitor ticket progress, agent performance, and customer satisfaction.

Winner: Zendesk