Freshdesk takes swing at rival Zendesk with HTML5 mobile app

Freshdesk is trying to make its lack of native mobile apps an advantage

Online help-desk software vendor Freshdesk is hoping to draw a fresh contrast between itself and rival Zendesk with a new HTML5-based mobile application, announced Tuesday.

Freshdesk and Zendesk are known for their feud centering on whether Freshdesk, a newer company than Zendesk, was a "ripoff" based on the use of the word "desk" in its name. Apparently seeing the value in any type of publicity, whether negative or not, Freshdesk put up a website detailing the blow-by-blow.

With Tuesday's announcement, Freshdesk is hoping to turn the conversation back to its application functionality and product strategy.

The FreshMobile HTML5 application gives service agents access from any type of mobile device, according to Freshdesk. They also "no longer need to update or install new native apps" nor need they be "chained to a PC," it added.

FreshMobile offers users the ability to create and save templates that help them quickly resolve common trouble-ticket issues, rather than type the same response again and again on their mobile devices, a process that can be "clumsy and difficult," according to the company. The application also can auto-suggest answers from knowledge bases.

Meanwhile, Zendesk has already offered a series of native mobile applications for Apple iPads and iPhones, Android devices and BlackBerries. It also recently launched a Windows Phone application.

While Freshdesk is positioning its HTML5 application as an advantage over Zendesk, that's not quite the case, said analyst Ray Wang, CEO of Constellation Research.

"I think HTML5 gives you a broad entry point, but most folks are also then optimizing for [specific] devices as well," he said. "You can't ignore iOS in the long run. This is probably just one step in the long view of [Freshdesk's] road map."

Zendesk and Freshdesk compete with traditional customer-service software vendors as well as the likes of Salesforce.com's Desk.com, a product based on its acquisition of Assistly. Desk.com has offered an HTML5 mobile experience for some time.

The market is ripe for further acquisitions, with platform vendors such as IBM and Oracle in the running, as well as Dell and Hewlett-Packard, Wang said.

Chris Kanaracus covers enterprise software and general technology breaking news for The IDG News Service. Chris' email address is Chris_Kanaracus@idg.com

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Chris Kanaracus

IDG News Service
Show Comments

Father’s Day Gift Guide

Brand Post

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Luke Hill

MSI GT75 TITAN

I need power and lots of it. As a Front End Web developer anything less just won’t cut it which is why the MSI GT75 is an outstanding laptop for me. It’s a sleek and futuristic looking, high quality, beast that has a touch of sci-fi flare about it.

Emily Tyson

MSI GE63 Raider

If you’re looking to invest in your next work horse laptop for work or home use, you can’t go wrong with the MSI GE63.

Laura Johnston

MSI GS65 Stealth Thin

If you can afford the price tag, it is well worth the money. It out performs any other laptop I have tried for gaming, and the transportable design and incredible display also make it ideal for work.

Andrew Teoh

Brother MFC-L9570CDW Multifunction Printer

Touch screen visibility and operation was great and easy to navigate. Each menu and sub-menu was in an understandable order and category

Louise Coady

Brother MFC-L9570CDW Multifunction Printer

The printer was convenient, produced clear and vibrant images and was very easy to use

Edwina Hargreaves

WD My Cloud Home

I would recommend this device for families and small businesses who want one safe place to store all their important digital content and a way to easily share it with friends, family, business partners, or customers.

Featured Content

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?