August 08, 2012

With New HTML5 Mobile App, Freshdesk Intensifies its Rivalry with Zendesk

Online help-desk software vendor Freshdesk has announced a new new HTML5-based mobile application. With the new application, Freshdesk hopes to take a lead against rival Zendesk by turning the focus back to its application functionality and product strategy.

Freshdesk and Zendesk are known for their feud centering on whether Freshdesk has imitated Zendesk based on the use of the word "desk" in its name. Freshdesk is a newer company compared to Zendesk.

Using FreshMobile’s HTML5 application, service agents can access from any type of mobile device, without having to update or install new native apps. They also don’t need to connect their device to their laptop or desktop.

The application allows users to create and save templates that help them quickly resolve common trouble-ticket issues, rather than key in the same response again and again on their mobile devices – a process that can be very monotonous.

The service can auto-suggest answers from knowledge bases as well.

In contrast to Freshdesk, Zendesk has already launched a series of native mobile applications for Apple iPads and iPhones, Android (NewsAlert) devices and BlackBerrys. They recently launched a Windows Phone application.

According to analyst Ray Wang, CEO at Constellation Research, Freshdesk’s attempt to position its HTML5 application as an advantage over Zendesk may not provide them an advantage in the rivalry between the two.

So, what HTML5 can do for you? "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."

Beside their mutual rivalry, Zendesk and Freshdesk also compete with traditional customer-service software providers, as well as the likes of’s (News Alert), a product added in their portfolio with the acquisition of Assistly. has offered HTML5 mobile interfaces for some time.

Want to learn more about HTML5? Then be sure to attend
HTML5 Summit- a DEVCON5 Event, collocated with ITEXPO West 2012 taking place Oct. 2-5, in Austin, TX. HTML5 has the potential to revolutionize user interfaces, challenge the status quo and change the future of both desktop and mobile web experiences. Join fellow web developers, designers, and architects, as well as technology leaders and business strategists who will gather in Austin to learn strategies and tactics to implement and execute HTML5. For more information on registering for the HTML5 Summit click here.

Stay in touch with everything happening at HTML Summit. Follow us on Twitter.

Edited by Braden Becker


HTML 5 Demos and Examples

HTML 5 experimentation and demos I've hacked together. Click on the browser support icon or the technology tag to filter the demos.... Learn More

HTML5 GAMES is the largest and most comprehensive directory of HTML5 games on the internet... Learn More

The HTML5 test

How well does your browser support HTML5?... Learn More

Working Draft (WHATWG)

This is the Editor’s Draft from WHATWG. You can use it online or print the available PDF version... Learn More

HTML5 Flip Book

Free jQuery and HTML5 flip book maker for PDF to online page turning book conversion... Learn More