{
  "schemaVersion": 1,
  "id": "freshdesk-vs-zoho-desk",
  "products": [
    "freshdesk",
    "zoho-desk"
  ],
  "conclusion": "Freshdesk and Zoho Desk are closely matched for core workflows. Both support email ticketing, shared inbox, knowledge base, slas, and ticket routing. Zoho Desk has confirmed free plan, live chat, phone support, and whatsapp support.",
  "decisionPoints": [
    {
      "path": "pricing.freeTier",
      "importance": 9,
      "kind": "evidence-gap",
      "text": "Zoho Desk has confirmed free plan; free plan is not yet confirmed for Freshdesk."
    },
    {
      "path": "vertical.liveChat",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "Zoho Desk has confirmed live chat; live chat is not yet confirmed for Freshdesk."
    },
    {
      "path": "vertical.phoneSupport",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "Zoho Desk has confirmed phone support; phone support is not yet confirmed for Freshdesk."
    },
    {
      "path": "vertical.whatsappSupport",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "Zoho Desk has confirmed whatsapp support; whatsapp support is not yet confirmed for Freshdesk."
    }
  ],
  "sharedStrengths": [
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "importance": 7
    },
    {
      "path": "vertical.sharedInbox",
      "label": "Shared inbox",
      "importance": 7
    },
    {
      "path": "vertical.knowledgeBase",
      "label": "Knowledge base",
      "importance": 7
    },
    {
      "path": "vertical.slas",
      "label": "SLAs",
      "importance": 7
    },
    {
      "path": "vertical.ticketRouting",
      "label": "Ticket routing",
      "importance": 7
    }
  ],
  "coverage": {
    "a": 50,
    "b": 64,
    "gap": 14
  },
  "facts": [
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Ticketing Handle customer escalations with our award-winning ticketing system that enables intelligent prioritization, assignment, and tracking of tickets. ✓ ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Email Support your customers across multiple email channels.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.sharedInbox",
      "label": "Shared inbox",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Shared inbox Boost team collaboration and simplify communications with a shared inbox for your support team to collaborate and respond to incoming emails. ✓ ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e10599f0b96d7728"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e10599f0b96d7728",
            "excerpt": "All your support conversations, one tidy inbox Bring customer conversations from every channel, organized in one contextual workspace.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.liveChat",
      "label": "Live chat",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Business Messaging Embed a live chat widget on your website or app to engage in real-time conversations with logged-in customers and seamlessly convert chats into support tickets.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.phoneSupport",
      "label": "Phone support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Telephony Integrate with leading telephony providers and set up a toll-free number to provide inbound and outbound phone support to your customers.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.whatsappSupport",
      "label": "WhatsApp support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Instant messaging Communicate with customers on WhatsApp, Instagram, Facebook Messenger, Telegram, WeChat, and Line from Zoho Desk's Instant Messaging module.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.socialMediaSupport",
      "label": "Social media support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Social media Respond to brand mentions and support tickets received from Instagram, Facebook, and X using Zoho Desk's social media module.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.knowledgeBase",
      "label": "Knowledge base",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Knowledge base Create knowledge base articles to help your customers find answers to their inquiries independently. ✓ ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Knowledge base Create a repository of help articles, guides, and FAQs so customers can find assistance anytime.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.customerPortal",
      "label": "Customer portal",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Customer portal Create a place for customers to submit tickets and self-serve information, powered by a robust knowledge base. ✓ ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.slas",
      "label": "SLAs",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Multiple SLA policies Create multiple SLA policies to accomodate the expectations of different kind of customers and different agent shifts, products etc. ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e10599f0b96d7728"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e10599f0b96d7728",
            "excerpt": "Commit Set service level agreements with automated escalations and deadline tracking.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.ticketRouting",
      "label": "Ticket routing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Ticket dispatch Categorize, prioritze, and route tickets to the rights teams by creating your own business rules. ✓ ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Skill-based assignment Automatically route tickets to agents based on their proficiency and availability.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.automation",
      "label": "Automation",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Automations Save time and effort by automating repetitive and important tasks like follow-ups, escalations, and other tasks. ✓ ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e10599f0b96d7728"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e10599f0b96d7728",
            "excerpt": "Orchestrate Auto-trigger actions based on events and guide teams through step-by-step resolution processes.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.macros",
      "label": "Macros",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Ticket templates Create templates with pre-filled information like subject, description and ticket properties and use them to quickly create tickets and/or send emails. ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.aiReplies",
      "label": "AI replies",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Email AI Agent * Email AI Agent that engages in back-and-forth replies, responds with the right resolution, and captures feedback. ✓ ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.aiTicketSummaries",
      "label": "AI ticket summaries",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Summarization assistant * Catch up on long conversations in seconds with contextual summaries to respond with confidence. ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Generative AI (BYOK) Connect your OpenAI (Availability: US, EU, AU, IN, JP, CA, UAE DCs ) or DeepSeek (Availability: CN DC) API key to enable GenAI capabilities such as customer sentiment analysis, contextual ticket summarization, and smart reply suggestions.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.collisionDetection",
      "label": "Collision detection",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.csat",
      "label": "CSAT",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9e73d87cec206c65"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9e73d87cec206c65",
            "excerpt": "95%+ CSAT Understand what drives customer service performance with AI Insights that spot trends and uncover root causes.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Customer happiness ratings Automate the process of asking customers to rate the service upon ticket closure or after each response.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.customFields",
      "label": "Custom fields",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Advanced custom fields Collect customer information unique to your business by creating custom fields for these details. ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Custom lookup fields Establish a one-to-many relationship between data fields across different modules.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.multipleBrands",
      "label": "Multiple brands",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Multi-brand help center Create self-service portals for multiple brands within the same Zoho Desk account.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.multipleInboxes",
      "label": "Multiple inboxes",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.multilingualSupport",
      "label": "Multilingual support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-5db17199476e8df8"
        ],
        "evidence": [
          {
            "sourceId": "ingest-5db17199476e8df8",
            "excerpt": "Multilingual Help Desk Configure your helpdesk to work in multiple languages, so you can provide support in the languages your customers and agents speak. ✓ ✓",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Multilingual help center Publish Knowledge Base articles in over 40 languages.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.shopifyIntegration",
      "label": "Shopify integration",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.crmIntegrations",
      "label": "CRM integrations",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e10599f0b96d7728"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e10599f0b96d7728",
            "excerpt": "Deeply integrated Integrates with 360+ apps, including the Zoho ecosystem and your existing stack.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "technical.api",
      "label": "API",
      "group": "Technical",
      "importance": 8,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "technical.webhooks",
      "label": "Webhooks",
      "group": "Technical",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "zoho-desk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3c5d18ff1220d4f2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3c5d18ff1220d4f2",
            "excerpt": "Webhooks Send automated messages or information to third-party apps every time an event occurs in Zoho Desk.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.mobileApps",
      "label": "Mobile apps",
      "group": "Platforms",
      "importance": 7,
      "includeInCoverage": true,
      "freshdesk": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-9e73d87cec206c65"
        ],
        "evidence": [
          {
            "sourceId": "ingest-9e73d87cec206c65",
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