Freshdesk vs Zendesk Suite: plans, prices and documented features

Limits:

• Growth: one default SLA policy; whether its targets can be edited was not established.
• Growth is listed in the applicable plans of the "Understanding SLA Policies" article (marked for sign-ups after December 2025), but the current plan banner on the "What is an SLA" article and the pricing page's "Multiple SLA policies" row do not include Growth; these sources were not reconciled.
• SLA breach escalations and agent reminders are documented as "available from Pro plan onwards".
• An older SLA article (2021) banner ticks Pro and Enterprise only.

Limits:

• Pricing-page comparison table ticks only Suite Professional (Suite Team shows a dash); the table has no Suite Enterprise column.
• Suite Enterprise is named by the documentation banner ("Enterprise") and by the pricing card "Suite Professional features, plus:"; the table does not tick it.
• Documentation also names Suite Growth and Enterprise Plus, which are not canonical plans.

Limits:

• Skill-based assignment is Enterprise only per the pricing page; round-robin and load-balanced start at Pro.
• Setup note: Configured per group, with Omniroute settings and agent availability.

Limits:

• Suite Team routes by agent status and capacity; skills- and priority-based routing is Suite Professional and above.
• Pricing table lists the routing capability for Suite Team and Suite Professional; Suite Enterprise rests on the documentation banner ("Enterprise") and the cumulative card statement.
• Setup note: Requires omnichannel routing to be turned on and configured (documentation notes activation requirements).

Limits:

• The pricing page lists role-based access control on Growth; creating custom roles is documented on Pro and Enterprise.

Limits:

• Pricing comparison table shows a dash for Custom agent roles on Support Team, Suite Team and Suite Professional.
• Documentation also names Enterprise Plus (not canonical).

Limits:

• The documentation banner also ticks Free (not canonical).
• JWT authentication is a separate Enterprise-only row.
• Setup note: SSO is configured at the organisation level in the Freshworks Neo Admin Center, by Org Admins.

Limits:

• Pricing row is a bundle ("Native, SSO, and 2FA"); the SAML bullet sits inside that row and its single tick covers the whole row.
• Suite Enterprise rests on the documentation banner; the pricing table has no Suite Enterprise column.
• Documentation also names Growth and Enterprise Plus (not canonical).

Limits:

• The documentation banner also ticks Free (not canonical).
• Whether articles can be restricted to logged-in users was not captured.

Limits:

• Documentation says the customer portal ticket-management feature is not available on Suite Team (the portal, not the knowledge base).
• Help center content can also be restricted to agents or segments; the help center is documented as a customer-facing site.
• Suite Enterprise rests on the documentation banner.

Limits:

• Growth: the pricing row "Standard reports and real-time dashboards" is ticked for Growth and its description says reports "unique to your business"; the documentation says custom reports are not on Growth. Not treated as a conflict because the specific Custom dashboards row excludes Growth, but it is ambiguous.

Limits:

• Suite Team gets Explore Lite, which the documentation says cannot create custom reports or dashboards (prebuilt only).
• Suite Enterprise rests on the Explore plan table (Explore Enterprise is included in Suite Enterprise) plus the cumulative card statement; the captured sources do not contain a sentence saying Explore Enterprise builds custom reports.