Zendesk vs. Freshdesk

Compare Zendesk and Freshdesk and find the best live chat software for your business

...and maybe you will like LiveChat as well?

Customize your chat window to match your brand style

Zendesk offers basic customization, like changing logo or a badge avatar. In order to unbrand Zendesk from its logo, you’d need to purchase the highest Enterprise plan, starting at $59 per agent.

Freshdesk allows only for changing the color and background of your chat/ticket window, meaning it does not let you change its style, icon or simply add your logo to promote your brand.

In LiveChat's Team Plan, starting at $39/mo, chat window can be styled depending on your preferences, meaning more classic or modern chat look. It will also let you set up your own logo within the chat window to make sure you present your brand well on the website. Want to disable LiveChat branding from your window? With LiveChat, you will simply turn it off.

Use helpdesk and live chat as one product

Zendesk Chat + Zendesk Support Freshdesk + Freshchat LiveChat
2 products 2 products 1 product

To start collecting issues via tickets and chat conversations with Zendesk, you’d need to purchase and connect 2 products: Zendesk Chat and Zendesk Support. This would also let you send unlimited automated messages, triggered depending on particular conditions.

To make helpdesk and chat work with Freshdesk, you’d need to use 2 applications: Freshdesk and Freshchat. To connect them together, you’d need to do it manually by copying and pasting the App ID and the Widget token.

With LiveChat as one application, you can provide a complete customer support via helpdesk and live chat, using the built-in triggered messages and a ticketing system. Optimize your work using one software to handle multiple channels.

Use the unlimited bot creator and automate routine answers

Zendesk Chat + Zendesk Support Freshdesk + Freshchat LiveChat + ChatBot
Basic Basic Unlimited

With Zendesk automated bot, you’d only be able to use a basic automatic bot, available in Zendesk Chat Professional and Zendesk Guide Pro plans. This would only suggest selected articles from your database to be sent to your customers.

Freshdesk offers a simple bot functionality, letting you ask short questions, collecting selected data. It does not allow for any customization and automating responses depending on particular scenarios.

With the LiveChat ChatBot extension, you’d be able to fully automate your chats with customers thanks to the customizable bot scenarios, depending on specific chat activity. Your bot will also be able to collect information later for you to respond via LiveChat ticketing system.

Use knowledgebase as an external onsite resource

Zendesk Chat + Zendesk Support Freshdesk + Freshchat LiveChat + Knowledgebase.ai
Limited Limited Unlimited

Zendesk offers setting up guidance materials for your website, which then can be used as a knowledgebase within Zendesk.

Freshdesk and Freshchat offer a knowledgebase created within Freshdesk interface.

LiveChat provides a free KnowledgeBase.ai extension letting you set up an extended knowledge base for your business and use it within LiveChat or simply as an external knowledgebase available at your website.

Summary table

Helpdesk & Chat 2 products 2 products 1 product
Bot Limited Limited Unlimited with ChatBot
Knowledgebase Yes Yes Unlimited with Knowledgebase.ai
Real-time view of visitors typing No No Yes
Branding removal Yes, in the highest $59/mo Enterprise plan No Yes, in Team plan starting at $39/mo
24/7 customer support No No Yes