Freshdesk vs Zammad

Freshdesk is customer service software for organizing support requests across email, web forms, chat, social networks, and messaging channels. Its shared inbox brings conversations together, while ticket automation, case management, SLA management, and workflow actions support service teams. Customers can use a help center and portal, and service analytics can be customized. Freshdesk supports multiple languages, and Freddy AI Copilot translates conversations and replies in 60+ languages. Teams can set role-based permissions; the Enterprise plan adds audit logs, allowed domains, and IP whitelisting. Authentication includes SAML single sign-on and JWT, with API access available. The Free program covers 1–2 agents for six months. Paid plans start at $19 per agent per month, billed annually, and a 14-day trial is offered. The first 500 Freddy AI Agent sessions are included; additional sessions cost $49 per 100.

Zammad is a support platform for customer service, IT support, and internal operations. Teams can handle requests from multiple channels, assign and prioritize tickets, and add internal notes. Templates, bulk actions, and automation are available to cut down on repetitive support tasks, and the product includes a knowledge base. Its web app supports more than 40 languages. Hosted plans start at €7 a month (billed Annually): Starter v2 supports up to 5 agents, Professional v2 up to 35, and Plus v2 has no agent limit. Their listed channels and storage allowances vary by plan. A free plan and a 30-day trial are listed. Zammad also has a self-hosted version for customer servers, where the customer handles updates, backups, and availability. Listed platforms include API, Linux, self-hosted, and web. The product provides a REST API and lists integrations such as LDAP, Sipgate, Checkmk, and Nagios. Zammad 7.0 includes AI agents, ticket summaries, and a writing assistant; optional AI features cost €0.03 per AI call.