Freshdesk vs Zendesk Chat
Converge Team
Side-by-side comparison for 2026
| Feature | Freshdesk | Zendesk Chat |
|---|---|---|
| Starting Price | From $79/seat/mo | From $89/seat/mo |
| Best For | Mid-sized businesses needing traditional helpdesk with automation | Large support teams needing comprehensive ticketing integration |
| Standout Feature | Freddy AI for automated ticket classification and responses | Deep integration with Zendesk Support platform |
| Free Plan | ✓ | ✗ |
| G2 Rating | 4.4/5 | 4.2 |
Freshdesk and Zendesk Chat represent different approaches to customer support. Freshdesk offers a comprehensive helpdesk solution with pricing from $0-$79 per agent (G2 4.4), while Zendesk Chat is a legacy chat-focused platform priced at $0-$59 per agent (G2 4.2).
This comparison examines how these platforms differ in their core functionality, with Freshdesk providing full ticketing capabilities versus Zendesk Chat's specialized live chat features.
Feature Comparison
Freshdesk provides comprehensive ticket management, automation workflows, and multi-channel support including email, phone, chat, and social media. Its knowledge base and community forums help reduce ticket volume.
Zendesk Chat focuses primarily on live chat functionality with visitor tracking, chat routing, and basic analytics. As a legacy product, it lacks the modern features found in newer chat solutions.
The key difference is scope: Freshdesk is a full helpdesk platform while Zendesk Chat is a standalone chat tool with limited expansion capabilities.
Pricing Comparison
Freshdesk's pricing ranges from free (3 agents) to $79/agent/month for Enterprise features. The Growth plan at $18/agent includes most essential features for small teams.
Zendesk Chat costs $0-$59/agent/month, but as a legacy product, it may require additional Zendesk products for full functionality, potentially increasing total costs.
For teams needing only chat, Zendesk Chat may appear cheaper initially, but Freshdesk's comprehensive features often provide better value for growing support teams.
Freshdesk
Pros
- ✓ Mature platform with proven reliability
- ✓ Strong automation and workflow capabilities
- ✓ Good integration ecosystem
Cons
- ✗ Messaging channels require add-ons
- ✗ Interface can feel dated
- ✗ Complex setup for multi-channel
Zendesk Chat
Pros
- ✓ Strong brand recognition
- ✓ Comprehensive support suite
- ✓ Good integrations
Cons
- ✗ Per-agent pricing gets expensive
- ✗ Limited to web chat only
- ✗ No social media messaging
Verdict
Choose Freshdesk if you need a complete helpdesk solution with ticketing, knowledge base, and multi-channel support. Choose Zendesk Chat if you specifically need legacy chat functionality with basic visitor tracking.
Choose Freshdesk if: You need a complete support solution with ticketing, automation, and multi-channel capabilities for growing teams.
Choose Zendesk Chat if: You only need basic live chat functionality and are comfortable with a legacy platform.
Consider Converge: At $49/month flat rate with up to 15 agents, Converge offers modern chat and helpdesk features without per-agent costs, making it cost-effective for teams of any size.
Looking for more options? Browse all 750+ platform comparisons, or see all Freshdesk comparisons and all Zendesk Chat comparisons.