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June 6, 2024
XX min read

Zoho vs Freshdesk


Choosing the right ticketing tool is crucial for businesses looking to optimize customer support, enhance productivity, and streamline operations. This comparison focuses on two prominent ticketing tools, Zoho CRM and Freshdesk, to help you determine which might be the best fit for your needs.

Zoho CRM acts as a single repository bringing together your sales, marketing, and customer support activities. It streamlines processes, policies, and people on one platform, offering a holistic approach to customer relationship management.

Freshdesk, a product of Freshworks Inc., enables businesses to delight their customers effortlessly through modern and intuitive customer support software. It unifies ticket resolution across multiple channels, automates various support tasks, enhances team collaboration, integrates with third-party tools, and offers robust analytics and reporting features.

Understanding the critical differences and similarities between these two tools is essential for any business aiming to improve their customer support and operational efficiency.

Zoho CRM Overview

Key Features

  • Unified Platform: Zoho CRM merges sales, marketing, and customer support activities in one place, breaking down silos and enhancing inter-departmental collaboration.
  • Multichannel Support: Integrates email, social media, and telephony into the CRM, making it easy to manage all customer interactions from a single interface.
  • Automation: Workflow automation for tasks, assignments, and follow-ups reduces manual work and enhances efficiency.
  • AI Assistant (Zia): Helps predict sales trends, detect anomalies, and provides data-driven insights to support decision-making.
  • Customizable Dashboards: Comprehensive, customizable dashboards and reports allow for tracking KPIs and performance metrics easily.
  • Third-Party Integrations: Supports a wide range of integrations, including popular tools like Gmail, Slack, and Microsoft Office.
  • Gamification: Implements sales activities as games to incentivize and motivate teams.
  • Mobile CRM: Provides mobile access, ensuring that field representatives can access crucial information and update statuses on the go.

Freshdesk Overview

Key Features

  • Multichannel Ticketing: Converts customer requests from email, web, phone, chat, messaging, and social media into tickets and unifies ticket resolution.
  • Automated Ticket Management: Automates ticket assignment, prioritization, and response, reducing response times and increasing efficiency.
  • AI-powered Agent Assist: Utilizes AI to support agents with responses, suggestions, and automated responses.
  • Collaboration Tools: Enhances team collaboration with features like shared ticket ownership, team huddles, and collaborative ticketing.
  • Field Service Management: Offers capabilities for managing field service agents, scheduling, and dispatching tasks.
  • Third-Party Integrations: Integrates seamlessly with a wide range of third-party tools like Slack, Salesforce, and Google Apps.
  • Self-Service Portal: Provides a knowledge base and community forums where customers can find answers and support themselves.
  • Analytics and Reports: Advanced reporting and analytics to track support metrics, customer satisfaction, and team performance.


Zoho CRM and Freshdesk share several similarities as ticketing tools:

  • Multichannel Support: Both tools offer multichannel support, allowing businesses to handle customer interactions from various channels effectively.
  • Automation: Each provides robust automation features to streamline workflows, ticket assignments, and responses.
  • Third-Party Integrations: Both integrate with a wide range of third-party tools, enhancing their functionality and fitting seamlessly into existing tech stacks.
  • Analytics and Reporting: Comprehensive reporting and analytics capabilities are provided by both, enabling businesses to track performance and gain insights.
  • Customizability: Each tool offers customization options that allow businesses to tailor the software to their specific needs.
  • User Collaboration: Both platforms have features that promote team collaboration, making it easier for teams to work together in resolving customer queries.


While Zoho CRM and Freshdesk share common features, they also have significant differences:

  • Purpose: Zoho CRM is primarily a CRM tool with ticketing functionality integrated, whereas Freshdesk is a dedicated customer support platform specializing in ticketing.
  • AI Assist Capabilities: While both leverage AI, Zoho CRM’s Zia focuses more on sales insights and forecasting, whereas Freshdesk’s AI assists with ticket resolution and agent support.
  • Field Service Management: Freshdesk has unique field service management features that Zoho CRM lacks.
  • Self-Service Portals: Freshdesk offers a comprehensive self-service portal with a knowledge base and community forums, a feature not as prominent in Zoho CRM.
  • Gamification: Zoho CRM employs gamification to motivate sales teams, a feature that Freshdesk doesn’t offer.
  • Mobile Access: Zoho CRM’s mobile capabilities are broader, supporting extensive CRM functions in the field, while Freshdesk’s mobile app focuses on support ticketing.

Pros and Cons

Zoho CRM


  • Comprehensive integration of sales, marketing, and support in one platform.
  • Powerful AI insights from Zia.
  • Extensive customization options tailored to various business needs.
  • Robust multichannel communication capabilities.
  • Automates complex workflows, enhancing business efficiency.


  • Steeper learning curve due to its wide range of functionalities.
  • May be overkill for businesses seeking a pure support ticketing tool.
  • Some users may find the UI less intuitive compared to dedicated ticketing systems.



  • Intuitive UI designed specifically for customer support.
  • Advanced AI and automation features that improve ticket resolution efficiency.
  • Strong field service management capabilities.
  • Comprehensive self-service portal with a knowledge base.
  • Seamless third-party integrations, enhancing overall functionality.


  • Primarily focuses on customer support, lacking integration of sales and marketing activities.
  • May require additional licensing for some advanced features.
  • Lacks gamification features found in some CRMs.

Use Cases

  • Zoho CRM Ideal Use Cases:
  • Businesses looking for an all-in-one solution combining sales, marketing, and customer support.
  • Organizations that benefit from AI-driven sales insights and forecasting.
  • Teams needing mobile access for field sales and support.
  • Companies aiming to gamify their sales processes to boost team motivation and performance.

  • Freshdesk Ideal Use Cases:
  • Businesses seeking a dedicated, intuitive customer support solution.
  • Organizations needing strong automation for ticket management and resolution.
  • Teams requiring robust field service management capabilities.
  • Companies that benefit from self-service portals to reduce ticket inflow.
  • Collaborative environments where team-based ticket resolution is essential.


Comparing Zoho CRM and Freshdesk provides insight into finding the right ticketing tool tailored to specific business needs. Zoho CRM stands out with its holistic approach, integrating sales, marketing, and support on one platform, ideal for businesses aiming for comprehensive CRM functionalities. Freshdesk excels as a dedicated customer support tool, offering robust ticketing, automation, and collaboration features designed to streamline support processes.

Choosing between the two depends on your business objectives:

  • For an all-encompassing CRM that includes strong ticketing along with sales and marketing functionalities, Zoho CRM is a solid choice.
  • For businesses focused primarily on customer support efficiency, ticketing management, and leveraging automated solutions, Freshdesk proves to be superior.

Carefully consider your organization's requirements, existing workflows, and long-term goals to make an informed decision between Zoho CRM and Freshdesk. Both tools offer unique advantages that can significantly enhance customer support and overall business efficiency.

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