Help Desk Software · reliability comparison
Freshdesk vs Zendesk: which is more reliable? (2026)
Freshdesk is more reliable than Zendesk, scoring 61.8 vs 51.7 out of 100. Over the last 90 days Freshdesk reported 19 incidents and Zendesk reported 13, with effective uptime of 99.42% and 98.85% respectively. Freshdesk resolves incidents faster on average (4h 22m).
Data updated Nov 1, 2026 · How we score
| Metric | Freshdesk | Zendesk |
|---|---|---|
| Reliability score | 61.8 | 51.7 |
| Rank (help desk platforms) | #11 | #12 |
| Uptime (90 days) | 99.42% | 98.85% |
| Incidents (90 days) | 19 | 13 |
| Partial / major outages | 1 | 10 |
| Avg time to resolve | 4h 22m | 7h 47m |
| Outages we detected | 0 | 0 |
| Transparency score | 100/100 | 100/100 |
Where Freshdesk and Zendesk differ
- Freshdesk reported 46% more incidents than Zendesk over the last 90 days (19 vs 13).
- Zendesk had 10 partial or major outages, compared with 1 for Freshdesk.
- Freshdesk fixes problems faster: 4h 22m on average, against 7h 47m for Zendesk.
- Freshdesk's longest outage on record lasted 3d (Mar 2, 2026); Zendesk's lasted 6h 40m (Sep 21, 2026).
90-day uptime
Freshdesk
Zendesk
- No incidents
- Degraded
- Partial outage
- Major outage
- No data
Recent Freshdesk incidents
- Degraded performanceOct 30, 2026 · resolved in 10m
- Degraded performanceOct 28, 2026 · resolved in 1h 2m
- Degraded performanceOct 23, 2026 · resolved in 3h 10m
- Degraded performanceOct 19, 2026 · resolved in 1h 6m
- Degraded performanceOct 16, 2026 · resolved in 3h 18m
- Degraded performanceOct 15, 2026 · resolved in 2h 51m
Recent Zendesk incidents
- Partial outageOct 29, 2026 · resolved in 43m
Multiple Products access issues in Pod26
Affected: Support, Agent Workspace (via Support)
- Degraded performanceOct 29, 2026 · resolved in 2h 40m
Affected: Forethought AI Agents, Dashboard
- Major outageOct 28, 2026 · resolved in 1h 1m
Some customers are encountering CF error messages accessing Zendesk Supportofficial update ↗
Affected: Support, API, Knowledge, Articles / Knowledge Base, Community, Misc +24 more
- Partial outageOct 23, 2026 · resolved in 2h 58m
US-East degraded trafficofficial update ↗
Affected: Support, Ticketing
- Partial outageOct 22, 2026 · resolved in 2h 3m
Support Search errors pod 27official update ↗
Affected: Support, Search
- Degraded performanceOct 16, 2026 · resolved in 4d 14h
Affected: AI Agents, Core Services, Dashboard, Analytics
Other help desk platforms to consider
- Hiver · #1 · 99.99% uptime
- HubSpot Service Hub · #2 · 100% uptime
- Kustomer · #3 · 99.99% uptime
- Tidio · #4 · 99.98% uptime