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June 6, 2024
XX min read

Freshservice vs Zoho


Finding the right ticketing tool that suits your company's unique needs is crucial for enhancing your service delivery capabilities and streamlining operations. Freshservice and Zoho CRM are two major players in the ticketing tool category, each offering distinct features and benefits tailored for different organizational needs.

Freshservice is a robust IT service desk and ITSM (IT Service Management) solution designed using ITIL (Information Technology Infrastructure Library) best practices, allowing organizations to focus on exceptional service delivery. Zoho CRM, on the other hand, functions as a single repository to bring together your sales, marketing, and customer support activities, streamlining your processes, policies, and people into one platform.

Comparing these ticketing tools is important in finding the best fit for your organization as each offers different strengths that can address specific pain points and operational requirements.

Freshservice Overview

Freshservice stands out as an intuitive IT service desk and ITSM solution designed to facilitate exceptional service delivery within organizations. With a strong emphasis on ITIL best practices, it provides a suite of features that enhance the efficiency and reliability of IT service management.

Key Features

  • Service Desk Management: Efficiently manage service requests and incidents with a user-friendly interface.
  • Change Management: Implement changes systematically with a structured process designed to minimize risk.
  • Problem Management: Identify, log, and resolve problems to prevent recurrence and improve service quality.
  • Asset Management: Track and manage IT assets throughout their lifecycle.
  • Knowledge Base: Create, store, and share organizational knowledge to improve service delivery and reduce redundancy.
  • Automation: Automate repetitive tasks and workflows to boost productivity.
  • Multi-Channel Support: Offer support through various channels such as email, phone, chat, and self-service portals.
  • Incident Management: Quickly prioritize and resolve incidents to keep operations running smoothly.
  • Integrations: Seamlessly integrate with other essential business tools and platforms.

Zoho CRM Overview

Zoho CRM is recognized for its comprehensive approach to managing customer relationships by centralizing sales, marketing, and customer support activities into a unified platform. This cloud-based solution ensures that your processes, policies, and people are seamlessly integrated, enabling streamlined operations and improved customer engagement.

Key Features

  • Sales Automation: Automate routine sales tasks, manage leads, and close deals more efficiently.
  • Marketing Automation: Create, execute, and track marketing campaigns to engage with your audience.
  • Customer Support: Manage customer support tickets, streamline issue resolution, and enhance customer satisfaction.
  • Analytics and Reporting: Generate insightful reports and dashboards to make informed decisions.
  • Customization: Tailor the platform to meet your specific business needs with customizable modules and workflows.
  • Omni-Channel Communication: Engage with customers across multiple channels including email, social media, live chat, and telephony.
  • Inventory Management: Manage your inventory and order processing seamlessly within the platform.
  • AI-Powered Analytics: Utilize AI to gain predictive insights and improve decision-making.
  • Integrations: Integrate with various third-party applications to enhance functionality.


Freshservice and Zoho CRM, while distinct in their primary focuses, share several key similarities as ticketing tools:

  • Centralized Management: Both platforms offer centralized management of tasks and activities, albeit in different contexts (IT services for Freshservice and customer relationships for Zoho CRM).
  • Automation: Both tools provide automation capabilities to streamline repetitive tasks, improve efficiency, and reduce manual intervention.
  • Knowledge Base: Freshservice and Zoho CRM both include robust knowledge base features, enabling organizations to create, store, and share important information.
  • Multi-Channel Support: Each tool supports interaction through multiple channels, facilitating better communication and engagement.
  • Customization and Integration: Both platforms are highly customizable and can integrate with various third-party applications to expand their functionalities.


While Freshservice and Zoho CRM share common features as ticketing tools, there are significant differences that set them apart:

  • Primary Focus: Freshservice is primarily focused on IT service management and ITIL best practices, while Zoho CRM aims to centralize sales, marketing, and customer support activities.
  • Service Desk vs. CRM: Freshservice excels as a service desk solution, ideal for handling IT requests, incidents, and asset management. In contrast, Zoho CRM is a robust customer relationship management tool designed to manage sales, marketing, and support functions.
  • Target Audience: Freshservice is tailored for IT departments and service management teams, whereas Zoho CRM targets sales, marketing, and customer support teams across various industries.
  • Problem and Change Management: Freshservice offers specialized features for problem and change management, which are critical for maintaining IT service continuity. These features are not a primary focus in Zoho CRM.
  • Inventory Management: Zoho CRM includes inventory management features, making it suitable for businesses that require integration between sales and inventory processes, a feature not available in Freshservice.

Pros and Cons


  • Pros:
  • User-friendly interface simplifies IT service management.
  • Comprehensive ITIL-based features enhance reliability and service quality.
  • Strong asset and incident management capabilities.
  • Effective automation reduces manual workload and boosts productivity.
  • Seamless multi-channel support increases service accessibility.
  • Cons:
  • Primarily focused on IT services, may not be suitable for non-IT departments.
  • Higher learning curve for users unfamiliar with ITIL practices.
  • Limited to service management and does not cover sales or marketing needs.

Zoho CRM

  • Pros:
  • Extensive CRM features integrating sales, marketing, and customer support.
  • Highly customizable to fit diverse business requirements.
  • Multi-channel communication enhances customer interaction.
  • AI-powered analytics provide predictive insights for better decision-making.
  • Integrates inventory management with CRM processes.
  • Cons:
  • Complexity may require longer implementation and user training.
  • May not include specialized ITSM capabilities needed for IT departments.
  • Overlap of features can be overwhelming for small teams.

Use Cases


  • IT Service Management: Ideal for IT service desks looking to streamline request handling, asset management, and compliance with ITIL best practices.
  • Incident and Problem Resolution: Suitable for organizations aiming to improve incident prioritization and resolution, reducing downtime and impact on operations.
  • Change Management: Helpful for businesses that need a structured approach to implementing changes while minimizing risk and disruptions.

Zoho CRM

  • Sales and Marketing Integration: Perfect for companies wanting to unify their sales, marketing, and customer support processes to improve overall efficiency and customer engagement.
  • Customer Support: Great for organizations that require robust ticketing, issue tracking, and multi-channel support to enhance customer service.
  • Inventory-Driven Businesses: Beneficial for businesses needing to manage their inventory alongside sales and customer relationships within a single platform.


When comparing Freshservice and Zoho CRM, it becomes clear that each tool serves distinct purposes while sharing some common features that enhance operational efficiency. Freshservice excels as an IT service desk and ITSM solution, adhering to ITIL best practices to provide exceptional service delivery within IT departments. On the other hand, Zoho CRM stands out as a versatile CRM solution, integrating sales, marketing, and customer support activities to streamline business processes.

Choosing between Freshservice and Zoho CRM depends on your specific organizational needs. If your focus is on IT service management and aligning with ITIL best practices, Freshservice is the ideal choice. Alternatively, if you need a comprehensive CRM platform to manage sales, marketing, and customer support while also handling inventory, Zoho CRM will be more suitable.

By assessing your unique requirements and evaluating the strengths of each tool, you can make an informed decision that aligns with your business goals and enhances your operational effectiveness.

Key takeaways 🔑🥡🍕

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