Looking for a Zendesk alternative?

	Freshdesk	Zendesk
Split Tickets	Yes	Yes
Add watchers to a ticket	Yes	No
Trafic cop	Yes	Yes
Ticket templates	Yes	Yes
Assume identity of other agents	Yes	No
Outbound email	Yes	Yes
Forward tickets to a 3rd party	Yes	No
Load balanced ticket assignment	Yes	No
SLA reminders	Yes	Only on top tier
Basic phone channel	Yes	No
Twitter integration	Yes	Yes
Facebook integration	Yes	Yes

Don’t pay extra for the essentials of a Helpdesk
Basic features that are crucial to providing good support come at an extra cost with Zendesk. Some features in a helpdesk are crucial for support teams, without which they will be unable to improve the experiences for both agents and their customers.

SLA
Using a helpdesk without SLAs is similar to using an email inbox for support. SLAs serve as a deadline or a benchmark by which agents are expected to get back to customers. Without SLA policies, support teams will not be able to prioritise customer enquiries or evaluate their performance.

Collaboration
All support teams have dependencies with different teams to help customers with their questions. It is important to have a simple and efficient way to collaborate, without which agents will have to struggle to send responses quickly

Forums
Opening up a platform for your customers to talk to each other provides value for both customers and agents. Your customers can help each other with their problems while your company gets deeper insights on customer issues.

Attachments in chat
When a customer on chat needs to send an attachment to explain their problem, imagine having to ask them to send the file over email. Customers are likely to get frustrated. A frictionless chat experience for both the agent and customer enables faster resolution of issues.

24x7 Support
When you face a problem with your helpdesk, you need to be able to fix it as soon as possible. Else there is a risk that your customers take notice and your brand’s reputation is at stake. That’s why it’s important that you can get help 24x7 regardless of the helpdesk plan you choose.

Third party apps
Paid apps shouldn’t be a solution to product deficiencies. When you’re unable to solve a problem with Zendesk, you will have to depend on an app built by a third party. These third party apps requires you to learn a new product and get support from the app builder. For instance, features as simple as automatic ticket assignment on round robin, forwarding emails, data migration are built by a third party.

Freshdesk’s APIs makes it easy for companies to build custom apps to modify helpdesk workflows or to integrate with a different product. Our marketplace partners are able to build custom integrations for a far more affordable and transparent price.

For more information on Freshdesk  and pricing, contact Wizard Systems on 01454 316800.  We offer full support and training.