{
    "products": [
        {
            "slug": "freshdesk",
            "name": "Freshdesk",
            "kind": "web",
            "website": "https://www.freshworks.com/freshdesk/",
            "page": "https://listme.name/software/freshdesk",
            "tagline": "Helpdesk software for ticketing, email support and AI agents",
            "summary": "Freshdesk is helpdesk and ticketing software made by Freshworks Inc. It handles support email, tickets, SLAs and self-service articles, and it includes the Freddy AI agent. Plans are priced per agent, with a free trial.",
            "developer": "Freshworks Inc.",
            "platforms": [
                "web",
                "ios",
                "android"
            ],
            "pricing": "subscription",
            "price_note": "Per-agent plans with a free trial",
            "free_to_use": false,
            "open_source": false,
            "strengths": [
                "Clear ticketing with SLA policies",
                "Freddy AI agent for common questions"
            ],
            "limits": [
                "Per-agent pricing rises with team size",
                "AI sessions and day passes cost extra"
            ],
            "checked": "2026-10-10",
            "connected_to_publisher": false,
            "overview": "Freshdesk turns support email and messages into tickets, with routing rules, service-level policies and a knowledge base for self-service. It includes automation for common requests and the Freddy AI agent for answering customers.\n\nFreshdesk suits support teams that want a clear helpdesk with per-agent pricing and a path to AI support. Its higher tiers add features such as multiple SLA policies, and some AI usage is sold as an add-on. It sits in the Freshworks family with Freshsales for sales, so teams using both can share a vendor."
        },
        {
            "slug": "zendesk",
            "name": "Zendesk",
            "kind": "web",
            "website": "https://www.zendesk.com/",
            "page": "https://listme.name/software/zendesk",
            "tagline": "Customer service platform with ticketing, chat and AI agents",
            "summary": "Zendesk is a customer service platform made by Zendesk, Inc. It handles support tickets, messaging and voice channels, with AI agents and a help center for self-service. It is sold as paid subscriptions with a free trial, and the company offers a startup program.",
            "platforms": [
                "web",
                "ios",
                "android"
            ],
            "pricing": "subscription",
            "price_note": "Paid subscriptions after a free trial; startup offer",
            "free_to_use": false,
            "open_source": false,
            "strengths": [
                "Mature ticketing across many channels",
                "Large set of integrations and a help center"
            ],
            "limits": [
                "Cost and admin effort grow with add-ons",
                "Heavier than needed for simple email support"
            ],
            "checked": "2026-10-10",
            "connected_to_publisher": false,
            "overview": "Zendesk handles tickets from email, chat, messaging and voice in one agent workspace. It adds a help center for self-service, reporting, quality assurance and AI agents that answer common questions and help agents draft replies.\n\nZendesk suits support teams of many sizes that need a mature ticketing system and a large set of integrations. It is cloud-only and priced as subscriptions, and the cost and admin effort grow with the number of agents and add-ons. For a small team with simple email support, a lighter tool such as Help Scout or Crisp can be a better fit."
        }
    ],
    "differences": [],
    "shared_rankings": [
        {
            "list": "customer-support-software",
            "name": "Customer support software",
            "page": "https://listme.name/best/customer-support-software",
            "of": 11,
            "results": [
                {
                    "product": "freshdesk",
                    "rank": 3,
                    "score": 89,
                    "verdict": "A clear helpdesk with SLA policies, a knowledge base and the Freddy AI agent, priced per agent. AI sessions and day passes cost extra, and it sits in the Freshworks family.",
                    "best_for": "Mid-sized support teams that want helpdesk and AI",
                    "spec": {
                        "self_host": false,
                        "ai_agent": "Freddy AI Agent",
                        "live_chat": true
                    }
                },
                {
                    "product": "zendesk",
                    "rank": 1,
                    "score": 92.5,
                    "verdict": "The most complete ticketing platform here, with omnichannel support, a help center, quality assurance and AI agents. It is cloud-only and heavier than needed for simple email support.",
                    "best_for": "Support teams that need omnichannel scale",
                    "spec": {
                        "self_host": false,
                        "ai_agent": "AI agents",
                        "live_chat": true
                    }
                }
            ]
        }
    ],
    "ranks_higher_in_closest_shared_list": "zendesk",
    "page": "https://listme.name/compare/freshdesk-vs-zendesk",
    "json": "https://listme.name/api/v1/compare/freshdesk-vs-zendesk.json",
    "notes": [
        "Scores are editorial and only comparable inside one list. Products with connected_to_publisher true receive a disclosed ranking lift: https://listme.name/methodology"
    ],
    "source": "https://listme.name",
    "license": "Free to read and cite with attribution to listme.name.",
    "docs": "https://listme.name/developers"
}