⚡ Verdetto rapido:
- Prezzi: Freshsales starts at $9/user/mo. Zendesk paid plans start at $55/agent/mo.
- Ideale per: Zendesk for customer support teams. Freshsales for sales teams managing leads and deals.
- Differenza fondamentale: Zendesk is customer service software. Freshsales is CRM software built around sales.
- La nostra scelta: Zendesk for scaling support. Freshsales wins on price and pure sales CRM valore.
Zendesk and Freshsales solve two different problems.
One runs your customer support. The other runs your sales.
Zendesk is customer support software for handling tickets and conversations.
Freshsales is a CRM built to help sales teams close deals.
People still compare them because both touch the customer.
This guide shows which tool fits your Attività commerciale e bilancio.
Panoramica
This Zendesk vs Freshsales comparison covers pricing, features, and ease of use.
We also show who each platform works best for.
Le nostre fonti includono specifiche pubblicate, documentazione e revisioni G2.
By the end, you will know which one to pick.
Che cos'è Zendesk?
Zendesk is a cloud-based customer service software platform.
It pulls customer conversations from multiple channels into one place.
The company started the customer experience shift back in 2007.
Zendesk is based in San Francisco and led by CEO Tom Eggemeier.
Today Zendesk support serves over 200,000 customers worldwide.
Brands like Uber and Shopify use it to manage support requests.
Zendesk
Zendesk’s customer support software unifies email, chat, and social messaging. It scales from piccole imprese to global support teams.
Prezzi di Zendesk
Here is what Zendesk’s pricing looks like in 2026. Zendesk offers three main Suite plans, billed per agent per month.
| Piano | Prezzo | Ideale per |
|---|---|---|
| Team Suite | $ 55/agente/mese | Piccoli team di supporto in fase di avvio |
| Crescita della suite | 89 dollari al mese per agente | Growing teams needing self-service |
| Suite Professional | $ 115/agente/mese | Businesses wanting custom workflows |
Pricing verified July 2026.
Prova gratuita: Yes. Zendesk gives you a 14-day free trial with full access to the Suite Professional plan. No credit card required to start.
Programma per startup: Le startup che soddisfano i requisiti possono utilizzare Zendesk gratuitamente per sei mesi.
📌 Nota: Each Zendesk plan includes ticketing, help center tools, and segnalazione. Higher tiers add multilingual support, custom apps, and deeper automazione.
⚠️ Avvertimento: Some older sources list a $19 Team tier. That is the legacy Support-only plan, not the current Suite. The Suite prices above are what you pay for the full platform. Always confirm the total cost for your agent count before you buy.
Principali vantaggi di Zendesk
Here is what makes Zendesk worth considering:
- Unified Agent Workspace: Support agents see every customer interaction in one view. That includes order history and past support tickets.
- Supporto omnicanale: Handle email, live chat, phone, and social messaging together. Sunshine Conversations powers rich messaging across apps.
- Base di conoscenza self-service: A help center with center articles and community forums cuts ticket volume. Customers get answers outside Attività commerciale ore.
- IA e Automazione: Zendesk AI resolves over 80% of routine inquiries. It suggests replies and recommended actions for support agents.
- Reporting e analisi: Track your team’s performance and customer trends. Turn dati into clear business decisions.
- Zendesk Marketplace: Over 1,300 pre-built apps and integrations connect Zendesk to other tools. That includes Slack and many CRM platforms.
- Zendesk Sell: A built-in sales CRM syncs customer data to support sales activities and pipelines.
Cosa ha notato il nostro team
Nostro scrittore signed up for a Zendesk trial and explored the platform for several days. Here is what stood out:
The setup felt intuitive, and the agent workspace was easy to learn from day one. G2 reviews echo this, praising Zendesk for its clean interface. The ticketing system kept customer conversations organized across multiple channels without much fuss. Reporting and analytics Zendesk provides gave a quick read on support volume and response times.
Vantaggi e svantaggi di Zendesk
✅ Pro
- Omnichannel ticketing across email, chat, phone, and social
- 1,300+ apps and integrations in the Zendesk Marketplace
- Strong AI that resolves over 80% of routine tickets
- Built to scale from small businesses to global teams
❌ Contro
- Higher starting price than most CRM software
- Sales CRM features are lighter than dedicated tools
- Costs add up fast as you add support agents
Che cos'è Freshsales?
Freshsales CRM is an AI-powered customer relationship management platform.
It helps sales teams manage leads, deals, and contacts in one place.
Freshsales launched in 2016 as the second major Freshworks product.
It fits small and medium sized businesses that want value.
Freshworks claims over 67,000 customers across its products worldwide.
The CRM software centralizes customer data and every touchpoint.
CRM Freshsales
Freshsales gives sales teams Freddy AI, visual pipelines, and built-in calling. It is excellent value for growing businesses.
Prezzi Freshsales
Here is what Freshsales costs in 2026. Pricing runs per user per month and has dropped a lot over the years.
| Piano | Prezzo | Ideale per |
|---|---|---|
| Crescita | $9/utente/mese | Piccoli team e startup |
| Professionista | $ 39/utente/mese | Crescita dei team di vendita |
| Impresa | $ 59/utente/mese | Larger teams needing controls |
Pricing verified July 2026.
Prova gratuita: Yes. Freshsales offers a 21-day free trial on all tiers. No credit card required to create a new account.
Piano gratuito: A free plan covers small teams with core contact and lead tools.
📌 Nota: Every paid plan includes Freddy AI, pipelines, and built-in phone, email, and chat. Add-ons like extra bot sessions cost more.
⚠️ Avvertimento: Older reviews list the entry plan near $11 and Enterprise near $71. Current pricing is lower, but plans and add-ons change. Confirm the price on the Freshsales site before you commit.
Le funzionalità di Freddy AI, come l'assegnazione predittiva del punteggio ai lead, sono disponibili solo nei piani Pro ed Enterprise. Se desideri sfruttare appieno le potenzialità dell'IA, considera un budget di almeno 39 dollari per utente al mese.
Here is what makes Freshsales worth a look:
- Freddy AI valuta i lead, prevede i rischi delle trattative e suggerisce la migliore azione successiva. Diventa più intelligente man mano che apprende dai tuoi dati di vendita. Scores leads, predicts deal risk, and suggests the next best action. It helps reps focus on deals likely to close.
- Visual Pipelines: Kanban boards track deal progress and spot bottlenecks. You manage sales activities at a glance.
- Chiamate e SMS integrati: Phone, email, chat, and SMS live in one posta in arrivo. No extra tools needed to reach contacts.
- 360-Degree View: See a full timeline of every customer interaction. Freshsales centralizes customer data in one profile.
- Marketing Reach: Omnichannel messaging spans WhatsApp, Facebook Messenger, and LINE. Personalized campaigns use your collected data.
- Freshworks Fit: Tight integration with other Freshworks products like Freshdesk and Freshmarketer. A mobile app supports iOS e Android.
Cosa ha notato il nostro team
Our writer created a Freshsales account and tried the sales workflow. Here is what stood out:
The interface was clean, and setting up a pipeline took minutes. Freddy AI lead scoring gave a helpful sense of which leads to chase first. That said, G2 reviews note the navigation can feel cluttered, and pages sometimes load slowly. The integration list is smaller than rivals, but the core CRM did the job well.
Freshsales si integra perfettamente con Freshdesk, Freshmarketer e altri prodotti Freshworks. Se utilizzi già questi strumenti, la configurazione sarà semplicissima.
✅ Pro
- Excellent value, rated 4.5/5 on G2 and Capterra
- Freddy AI scores leads and predicts deal risk
- Built-in phone, email, and chat in one inbox
- Intuitive interface that is easy to learn
❌ Contro
- Around 385 integrations, fewer than bigger rivals
- Navigation can feel cluttered with slow loading
- Lacks some functionality found in HubSpot and Forza vendita
Confronto delle funzionalità
Zendesk and Freshsales overlap less than the name pairing suggests. One runs customer service. The other runs sales. Here is how their core features stack up side by side.
| Caratteristica | Zendesk | Freshsales |
|---|---|---|
| Prezzo di partenza | 55 dollari/agente/mese | 9 dollari/utente/mese |
| Piano gratuito | con un budget limitato o hai bisogno di moltissimi modelli di comunicazione integrati | ✅ |
| Core Focus | Assistenza clienti | Consente di gestire tutti i lead, le trattative e le attività di contatto in un'unica visualizzazione organizzata della pipeline. |
| Sistema di biglietteria | ✅ | ❌ |
| Intelligenza artificiale integrata | ✅ Zendesk AI | copertura linguistica, clonazione vocale, elaborazione in batch |
| Chat dal vivo | ✅ | ✅ |
| Pipeline di vendita | Via Zendesk Sell | ✅ Kanban |
| Integrazioni | 1,300+ | ~385 |
| Ideale per | squadre di supporto | team di vendita |
1. Core Function: Tickets vs Contacts
Zendesk: The ticketing system is the heart of the platform. Every email, chat, and call becomes a ticket in the agent workspace. Support agents track customer conversations from multiple channels in one place.
Freshsales: The focus is contacts, leads, and deals. It gives a 360-degree view of each customer with a full interaction timeline. This is CRM software, not a ticket tool.
2. Intelligenza artificiale e automazione
Zendesk: Zendesk AI resolves over 80% of routine inquiries on its own. It suggests replies and recommended actions to support agents. Triggers, macros, and custom workflows handle repetitive steps.
Freshsales: Freddy AI scores leads, flags deal risk, and suggests the next best action. Automation frees reps from busywork so they can sell. Both tools automate, but toward different goals.
3. Communication Channels
Zendesk: Email, live chat, phone, and social messaging feed into one queue. Sunshine Conversations adds rich messaging across apps. Multilingual support handles customers in multiple languages.
Freshsales: Built-in phone, email, chat, and SMS live in one inbox. Omnichannel reach spans WhatsApp, Facebook Messenger, and LINE. Email tracking shows when a lead opens your message.
4. Sales Features
Zendesk: Sales live in a separate product called Zendesk Sell. It syncs customer data and tracks basic pipelines. It works, but sales is not the main event here.
Freshsales: Sales is the whole point. Visual Kanban pipelines, sales sequences, and web forms drive sales activities. Reps manage deals from first touch to close.
5. Integrations and Marketplace
Zendesk: The Zendesk Marketplace holds over 1,300 pre-built apps and integrations. A Slack integration lets you create and update tickets without leaving chat. This connects Zendesk to your other tools.
Freshsales: Around 385 integrations and add-ons are available. It connects tightly with other Freshworks products like Freshdesk. Third-party integration is thinner than HubSpot or Salesforce.
6. Security and Data Privacy
Zendesk: Data is encrypted in transit via TLS and at rest with AES-256. Two-factor authentication and IP restrictions protect sensitive information. Regular audits back up its security claims.
Freshsales: Freshsales follows standard cloud security practices for customer data. Access controls and encryption protect records. It suits most small and medium sized businesses.
7. Reporting and Ease of Use
Zendesk: Analytics track your team’s performance and customer satisfaction. Agents jump in from day one thanks to a clean workspace. New features roll out often across the Zendesk Suite.
Freshsales: About a dozen predefined sales reports are fully customizable. The interface is easy to learn for new users. G2 reviews do flag cluttered navigation and slow pages.
8. Prezzi e costi
Confrontiamo i piani tariffari fianco a fianco.
| Base di conoscenze incentrata sul contesto locale | Zendesk | Freshsales |
|---|---|---|
| Piano gratuito | ❌ | ✅ (small teams) |
| Iscrizione | $55/agent/mo (Suite Team) | $9/user/mo (Growth) |
| Medio | $89/agent/mo (Suite Growth) | $39/user/mo (Pro) |
| Superiore | $115/agent/mo (Suite Professional) | $59/user/mo (Enterprise) |
Zendesk: You pay a premium for a full customer service platform. The 14-day trial lets you test the total cost before you commit. For heavy support volume, the price can be worth it.
Freshsales: The entry price is far lower, which is why it reads as excellent value. A free plan and 21-day free trial lower the risk. For a pure sales CRM, the value is hard to beat.
Diversi scenari
| Se hai bisogno | Scegliere | Perché |
|---|---|---|
| Customer support at scale | Zendesk | Full ticketing systems and AI |
| Budget limitato | Freshsales | Starts at $9/user/mo |
| Gestione della pipeline di vendita | Freshsales | Kanban deals and Freddy AI |
| Omnichannel help desk | Zendesk | Multiple channels in one queue |
| Piano gratuito per iniziare | Freshsales | Free tier for small teams |
💰 Il tuo budget
Freshsales costs a fraction of Zendesk per seat. If price drives your choice, the CRM wins on total cost.
🎯 Your Main Job
Zendesk handles support tickets and customer interactions. Freshsales manages leads and sales activities. Pick the one that matches your team.
🔌 Il tuo stack tecnologico
Zendesk connects to 1,300+ apps and other tools. Freshsales fits best if you already use other Freshworks products.
🎓 Il tuo livello di esperienza
Both are beginner-friendly. Zendesk agents work from day one, and Freshsales has an intuitive interface many customers praise.
🆓 Prove e demo gratuite
Test both before you decide. Zendesk offers a 14-day trial, and Freshsales gives you 21 days plus a free plan.
🛟 Opzioni di supporto
Freshsales offers 24/5 support by phone, chat, and email. Zendesk backs its support team with a deep knowledge base and community forums.
Guida al passaggio
Utilizzate già uno di questi strumenti? Ecco cosa aspettarvi se decidete di passare a un altro.
🔄 Switching from Zendesk to Freshsales?
✅ Cosa otterrai:
- Much lower per-seat pricing and a free plan
- Freddy AI lead scoring and visual sales pipelines
- A true sales CRM built to close deals
❌ Cosa perderai:
- The full ticketing system and agent workspace
- 1,300+ Zendesk Marketplace integrations
- Deep self-service help center and knowledge base
📋 Come effettuare il passaggio:
- Export contacts and customer data from Zendesk
- Create a new Freshsales account
- Import records and set up your pipelines
🔄 Switching from Freshsales to Zendesk?
✅ Cosa otterrai:
- A powerful ticketing system for support requests
- Omnichannel support with multilingual coverage
- A larger app marketplace and AI that resolves tickets
❌ Cosa perderai:
- Rock-bottom pricing and the free plan
- Freddy AI’s sales-focused lead scoring
- Tight links with other Freshworks products
📋 Come effettuare il passaggio:
- Export your data from Freshsales
- Create a Zendesk account and start the trial
- Import contacts and build your help center
Cosa non è stato trattato nella nostra recensione
This comparison focused on core support and sales use cases. We didn’t test enterprise SSO, custom API builds, or bulk licensing. Our notes reflect the July 2026 versions, so features may shift. If you run a large company with strict compliance needs, your priorities may differ from what we’ve covered here.
Verdetto finale
| Categoria | Vincitore |
|---|---|
| 💰 Prezzi | Freshsales |
| 🎫 Assistenza tramite ticket | Zendesk |
| 📈 Sales CRM | Freshsales |
| 🔌 Integrazioni | Zendesk |
| 🤖 Funzionalità dell'IA | Cravatta |
| 👶 Facilità d'uso | Cravatta |
| 🏆 Vincitore assoluto | Zendesk |
Zendesk si aggiudica 4 categorie su 7.
Zendesk edges the overall win as the stronger customer service platform.
Ideale per: Support teams, omnichannel help desks, and businesses scaling many customers.
Zendesk and Freshsales are two very different products. Zendesk is customer service software built for support. Freshsales is a sales CRM built to close deals.
Freshsales is excellent for sales teams on a budget. Its free plan, low price, and Freddy AI make it a smart pick.
But if your goal is customer support and avoiding costly tempo di inattività in service, Zendesk is the better desk software. Its ticketing systems, marketplace, and AI give support teams more room to grow.
Altre caratteristiche di Zendesk a confronto
Here is how Zendesk stacks up against other help desk tools:
Zendesk contro Freshdesk
Zendesk vince su: Larger app marketplace, deeper AI, broader omnichannel reach
Freshdesk vince su: Lower pricing, simpler setup, tighter Freshworks links
Zendesk contro Intercom
Zendesk vince su: Full ticketing system, reporting depth, agent workspace
Intercom vince su: In-app messaging, proactive chat, modern chat UX
Zendesk contro Help Scout
Zendesk vince su: Enterprise scale, custom apps, multilingual support
Aiuta Scout a vincere su: Simple inbox, lower cost, friendly small-team feel
Altri confronti di ElevenLabs
Here is how Freshsales stacks up against other CRM software:
Freshsales vince su: Lower entry price, built-in phone, faster setup
HubSpot vince su: Bigger marketing suite, more integrations, wider app network
Freshsales vince su: Much cheaper, easier to learn, quicker time to value
Salesforce vince su: Deeper customization, enterprise features, vast app network
Freshsales vince su: Cleaner Freddy AI, built-in calling, faster onboarding
Zoho CRM eccelle su: More modules, wider app suite, flexible customization
Domande frequenti
Zendesk è uno strumento CRM?
Not mainly. Zendesk is customer service software for support tickets. It offers a sales CRM called Zendesk Sell, but support is its core job.
Freshsales è un CRM?
Yes. Freshsales is a customer relationship management platform from Freshworks. It helps sales teams manage leads, contacts, and deals in one place.
Is Freshsales free to use?
Freshsales has a free plan for small teams. Paid plans start at $9 per user per month, with a 21-day free trial and no credit card required.
Per cosa è più utile Zendesk?
Zendesk is best for customer support at scale. It unifies tickets from multiple channels and uses AI to resolve routine requests for support teams.
Which is the better tool for my business?
Choose Zendesk to run customer support. Choose Freshsales to run sales on a budget. Your main goal decides the winner, not the price alone.
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