20 Best Zendesk Alternatives Reviewed in 2024
Best Zendesk Alternatives Shortlist
Here's my pick of the 10 best software from the 20 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
Zendesk is a customer service software designed to help businesses efficiently manage support tickets, track customer interactions, and improve customer satisfaction. By providing a centralized platform, Zendesk allows companies to simplify their customer support processes and ensure timely responses to customer inquiries.
However, some users look for alternatives due to its pricing, which can be prohibitive for smaller businesses, its complexity, which might be overwhelming for some users, or specific feature limitations.
For those who find Zendesk does not fully meet their customer relationship management requirements, here are my suggestions for the best Zendesk alternatives that offer similar functionalities while addressing these concerns.
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What Is Zendesk?
Zendesk is customer service software designed to help businesses effectively manage and respond to customer inquiries across a variety of communication channels. Companies can use Zendesk to provide support through email, chat, phone, and social media platforms, ensuring that customer issues are addressed promptly.
This software facilitates ticket management, customer interaction tracking, and the integration of additional tools to enhance productivity. With its reporting features, Zendesk also enables businesses to analyze customer service performance and make data-driven improvements to their support processes.
Why Look For A Zendesk Alternative?
You might be looking for an alternative to Zendesk due to any of the following.
- Cost: Zendesk can be expensive for small businesses or startups.
- Complexity: The platform may be too complex for simple customer support needs.
- Customization: Limited customization options might not meet specific business requirements.
- Integration: Difficulty integrating with other tools and software you already use.
- Customer Support: You may find Zendesk's customer support lacking for your needs.
Alternatives to Zendesk offer features and benefits that Zendesk may not provide, such as more affordable pricing, simpler interfaces, and better customization options. These alternatives can better align with your business needs and improve overall efficiency.
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Best Zendesk Alternatives Summary
We’ve investigated the pricing and availability of free trials and demo versions so you can make a much simpler side-by-side comparison.
| Tools | Price | |
|---|---|---|
| HelpCrunch | From $12/user/month (billed annually) | Website |
| Vision Helpdesk | From $10/agent/month | Website |
| SolarWinds Service Desk | From $19/user/month (billed annually) | Website |
| Intercom | From $74/month (billed annually) | Website |
| TeamSupport | From $50/user/month | Website |
| Crisp | From $6.25/user/month | Website |
| HappyFox | From $29/user/month | Website |
| Zoho Desk | From $14/user/month (billed annually) | Website |
| Gorgias | From $300/month (billed annually) | Website |
| Freshservice | From $19/user/month (billed annually) | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareBest Zendesk Alternatives
In this analysis, I will provide an in-depth overview of each Zendesk alternative. I’ll walk through the pros and cons of each tool, features, and best use cases.
HelpCrunch is a customer communication platform designed to simplify support, marketing, and sales interactions. It offers multichannel customer communication by integrating live chat, and email marketing into a single platform.
Why it's a good Zendesk alternative:
I chose HelpCrunch for this list because it offers a suite of communication tools that can replace multiple standalone solutions. Its multi-channel capabilities make it a good contender for businesses looking to consolidate customer interaction channels. HelpCrunch stands out with its user-friendly interface and feature set, making it a versatile alternative to Zendesk.
Standout Features & Integrations:
Features include live chat, chatbot, shared inbox, knowledge base, email marketing, and popups. These tools help businesses manage customer interactions efficiently and improve engagement. Additionally, HelpCrunch supports mobile apps and SDKs for on-the-go customer support.
Integrations include Zapier, Slack, WordPress, Facebook, Instagram, WhatsApp, Google Analytics, Shopify, Telegram, Viber, HubSpot, Salesforce, Pipedrive, and Aircall.
Pros and cons
Pros:
- Free migration from other platforms
- User-friendly interface
- Multichannel communication tools
Cons:
- Some features still in development (e.g., AI capabilities)
- Limited advanced automation features
Vision Helpdesk is a customer service software tool that offers a satellite help desk, service desk, and live chat software. Its multi-company support management is not commonly found in other help desk software.
Why it's a good Zendesk alternative:
I chose Vision Helpdesk for the list because it stands out with its multi-company support management feature. This feature allows businesses to manage customer support or IT service desk functionality for multiple companies, brands, or products in one place. This makes it a good alternative to Zendesk for businesses that need to manage support for multiple entities under one platform.
Standout Features & Integrations:
Features include multi-channel ticket management, ITIL/ITSM-compliant service desk, and a real-time multi-company live chat messaging platform. These features help improve customer engagement and support team productivity.
Integrations include Active Directory, Google Hosted Emails, Live Chat Inc, GoToMeeting, Twilio, and Facebook.
Pros and cons
Pros:
- Real-time multi-company live chat
- ITIL/ITSM compliant
- Supports multiple companies, brands, or products
Cons:
- Limited customization options compared to some competitors
- May require a learning curve for new users
SolarWinds Service Desk is a cloud-based IT service management platform designed to simplify IT operations and improve user experiences. Its unified platform for monitoring, observability, and service management stands out, especially for organizations looking to consolidate IT operations.
Why it's a good Zendesk alternative:
I chose SolarWinds Service Desk for the list because it offers features that cater to IT service management needs, making it a good alternative to Zendesk. It is best for unified IT service management as its tools integrate incident management, asset management, and service-level agreement (SLA) management into a single platform.
Standout Features & Integrations:
Features include intelligent incident management, IT asset management, and a self-service portal. It also offers AI-powered service management to assist agents and users with scalable service delivery and issue resolution.
Integrations include Splunk, LogRhythm, and IBM QRadar.
Pros and cons
Pros:
- Scalability and flexibility
- AI-powered incident management
- IT service management features
Cons:
- Limited customization in lower-tier plans
- Complex licensing structure
Intercom is a customer service platform that leverages AI to provide instant support and enhance agent productivity. It integrates AI at every level, offering support tools like the Fin AI Agent and AI-enhanced inbox to simplify support operations.
Why it's a good Zendesk alternative:
I chose Intercom for this list because of its AI integration, which sets it apart from other customer service platforms. I believe it’s best for AI-first customer service and its ability to provide instant, accurate answers makes it a good alternative to Zendesk.
Standout Features & Integrations:
Features include the Fin AI Agent for instant customer support and an AI-enhanced inbox for agents. It also has advanced features like reporting metrics for support leaders.
Integrations include Shopify, HubSpot, and Salesforce.
Pros and cons
Pros:
- Reporting and insights
- Omnichannel support
- AI integration
Cons:
- Limited customization options
- Steep learning curve for some users
TeamSupport is a customer support software designed specifically for B2B companies, offering features that cater to the unique needs of business-to-business customer service. It provides tools for managing complex customer relationships and support processes.
Why it's a good Zendesk alternative:
I chose TeamSupport for the list because it stands out with its focus on B2B customer support, which is a niche that many other platforms do not specifically address. Its features are tailored to handle the complexities of B2B interactions, making it a good alternative to Zendesk for businesses in this sector.
Standout Features & Integrations:
Features include advanced ticketing, customer management, and collaboration tools that are essential for B2B support. It also includes a customer database, product database, and reporting tools to help businesses manage support operations.
Integrations include Slack, Microsoft Teams, Jira, and Salesforce CRM.
Pros and cons
Pros:
- Tailored for B2B customer support
- Customer and product databases
- Strong reporting and analytics tools
Cons:
- Mobile application is limited
- Limited customization options
Crisp is an all-in-one business messaging platform designed to help startups and SMBs manage customer interactions efficiently. It stands out due to its suite of tools that centralize conversations, automate tasks, and provide real-time assistance.
Why it's a good Zendesk alternative:
I chose Crisp for the list because it offers features in line with business messaging tailored for startups and SMBs, making it a good contender against Zendesk. Its ability to centralize various communication channels and automate repetitive tasks makes it a practical choice for businesses looking to simplify their customer support operations.
Standout Features & Integrations:
Features include a shared inbox that centralizes conversations from live chat, emails, Instagram DM, WhatsApp, and phone calls. It also includes a chatbot builder, co-browsing software, and a knowledge base for customer self-service.
Integrations include Cloudflare, Facebook Messenger, Joomla, Mailchimp, Prestashop, Segment, Telegram, Webflow, and WhatsApp.
Pros and cons
Pros:
- Real-time co-browsing
- Visual chatbot builder
- Centralized communication channels
Cons:
- May require customization for specific needs
- Limited advanced reporting features
HappyFox is a versatile help desk ticket management software that offers a ticketing system for customer service, IT, and internal help desk needs. It offers tailored support experiences across various industries.
Why it's a good Zendesk alternative:
I chose HappyFox for the list because it has customizable IT support solutions, making it a good alternative to Zendesk. Its ability to integrate with multiple platforms and provide tools for customer support teams and IT support makes it a versatile option.
Standout Features & Integrations:
Features include live chat, AI transformation, process automation, and business intelligence. It supports various industries and departments, aiming to improve customer service and support.
Integrations include Salesforce, Aircall, Microsoft Teams, Slack, Facebook, Jira, Okta, Azure, Google Analytics, and Dropbox.
Pros and cons
Pros:
- Complex setup for beginners
- Versatile ticketing system
- Highly customizable
Cons:
- Setup can be complex for new users
- Limited customization options
Zoho Desk is a help desk software designed to enhance customer service through context-aware features. It integrates easily with other Zoho products and offers a wide range of functionalities to simplify support operations.
Why it's a good Zendesk alternative:
I chose Zoho Desk for its feature set and competitive pricing, making it a good contender against Zendesk. It is best for context-aware customer service and its high level of customization and automation capabilities stand out, providing businesses with the tools needed to deliver efficient and personalized customer support.
Standout Features & Integrations:
Features include automated ticket routing, social media integration, and a contextual AI assistant named Zia. The platform supports multi-channel communication, allowing businesses to manage customer interactions across email, chat, and social media.
Integrations include Google Workspace, Microsoft Office 365, Slack, Jira, Trello, Asana, Dropbox, OneDrive, Box, GitHub, Bitbucket, Zendesk, Salesforce, HubSpot, Intercom, Freshdesk.
Pros and cons
Pros:
- Highly configurable
- Extensive feature list
- Tight integration with other Zoho products
Cons:
- Somewhat complex to use and customize
- Stodgy user interface
Gorgias is an AI customer experience platform for ecommerce that centralizes customer interactions and automates support tasks. It provides personalized, efficient customer service tailored for ecommerce businesses.
Why it's a good Zendesk alternative:
I chose Gorgias for its specialized focus on ecommerce, which makes it a good alternative to Zendesk. I believe it is best for ecommerce customer experience and its ability to integrate with ecommerce platforms like Shopify and BigCommerce, combined with its AI-driven automation, sets it apart.
Standout Features & Integrations:
Features include an all-in-one support inbox, AI-driven automation for repetitive tasks, and tools to boost website conversion rates. It also provides real-time performance monitoring and customer satisfaction surveys.
Integrations include Shopify, Shopify Plus, BigCommerce, Magento, Recharge, ShipStation, ShipBob, and RingCentral.
Pros and cons
Pros:
- Deep integration with ecommerce platforms
- Strong AI automation capabilities
- Specialized for ecommerce
Cons:
- Limited reporting capabilities
- Limited to ecommerce businesses
Freshservice is an AI-powered IT service management tool designed to simplify IT operations. It automates routine tasks and provides predictive intelligence, making it ideal for efficient IT service management.
Why it's a good Zendesk alternative:
I chose Freshservice for its AI capabilities that enhance IT service management. Its ability to automate routine tasks and provide predictive insights makes it a good contender for Zendesk, especially for IT-focused environments.
Standout Features & Integrations:
Features include incident management, knowledge base, self-service portal, SLA management, and workflow automation. It also includes capabilities like asset management, change management, and project management.
Integrations include Google Workspace, Slack, and Okta.
Pros and cons
Pros:
- Provides a user-friendly self-service portal
- Solid AI and automation capabilities
- IT service management features
Cons:
- Requires time to fully implement and train staff
- Limited customization options
Other Zendesk Alternatives
Below is a list of additional Zendesk alternatives that I shortlisted, but did not make it to the top list. Definitely still worth checking them out!
- Freshdesk
Best for scalable ticketing and AI automation
- Front
Best for omnichannel inbox management
- Groove
Best for professional services
- Help Scout
Best for professional services
- LiveAgent
Best for live chat and call center features
- Kayako
Best for multi-channel support
- Jira Service Management
Best for incident management
- Salesforce Service Cloud
Best for CRM integration
- HubSpot Service Hub
Best for sales tools integration
- Hiver
Best for Gmail integration
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Zendesk Alternatives Selection Criteria
The criteria for choosing Zendesk alternatives should address buyer needs and common pain points, ensuring the tool effectively serves its intended purpose. As an expert who has personally tried and researched this type of software, here are the requirements I use when evaluating these tools.
Core Functionality - 25% of total weighting score
- Ticket Management: Efficiently track and manage customer inquiries.
- Multi-Channel Support: Handle customer interactions across various channels like email, chat, and social media.
- Automation: Automate repetitive tasks to improve efficiency.
- Reporting and Analytics: Generate insightful reports to monitor performance.
- Knowledge Base: Provide a self-service option for customers to find answers.
Additional Standout Features - 25% of total weighting score
- AI-Powered Chatbots: Tools like Freshdesk leverage AI to provide automated responses and improve customer interaction.
- Customizable Dashboards: Add-ons allow users to tailor their interface to display the most relevant information.
- Integration Capabilities: Easily connect with other business tools like CRM and marketing software.
- Mobile App Support: Access and manage customer support on the go.
- Advanced Security Features: Ensure data protection with features like two-factor authentication and encryption.
Usability - 10% of total weighting score
- Intuitive Interface: Look for a clean, user-friendly design that minimizes the learning curve.
- Drag-and-Drop Functionality: Simplifies task management and workflow customization.
- Role-Based Access: Easy configuration of user roles and permissions.
- Responsive Design: Ensure the tool works well on various devices and screen sizes.
Onboarding - 10% of total weighting score
- Training Videos: Availability of video tutorials.
- Interactive Product Tours: Guided tours to help new users get acquainted with the tool.
- Templates: Pre-built templates to speed up the setup process.
- Chatbots and Webinars: Access to real-time assistance and live training sessions.
Customer Support - 10% of total weighting score
- 24/7 Availability: Round-the-clock support to address issues promptly.
- Multi-Language Support: Assistance in various languages to cater to a global audience.
- Dedicated Account Managers: Personalized support for enterprise clients.
- Community Forums: Access to a community of users for peer support and knowledge sharing.
Value For Money - 10% of total weighting score
- Transparent Pricing: Clear and straightforward pricing plans without hidden fees.
- Scalability: Flexible plans that grow with your business needs.
- Free Trials: Opportunity to test the tool before committing.
- Discounts for Annual Plans: Cost savings for long-term commitments.
Customer Reviews - 10% of total weighting score
- User Satisfaction: High ratings and positive feedback from current users.
- Feature Requests: Responsiveness to user suggestions and feature improvements.
- Reliability: Consistent performance and minimal downtime.
- Customer Loyalty: High retention rates indicate user satisfaction and trust.
Zendesk Alternative Key Features
Here are some key features of Zendesk that your alternative software should be able to replicate or improve upon to be a good fit.
- Ticketing System: Manages customer inquiries by logging, tracking, and prioritizing each support request.
- Multi-Channel Support: Integrates with email, social media, phone support, and web widgets for easy customer interactions.
- Self-Service Knowledge Base: Allows customers to find answers to common questions through articles, FAQs, and guides.
- Live Chat: Provides real-time customer support, enabling agents to engage directly with web visitors and provide customer feedback.
- Analytics and Reporting: Offers pre-built reports and dashboards to visualize customer data and support performance.
- Automation and Workflows: Automates support requests and workflows to improve efficiency and response times for support agents.
- Customization and Integrations: Supports third-party apps and customizations to tailor the support platform to specific business needs.
- AI and Chatbots: Uses AI to automate responses to common customer requests and improve efficiency.
- Community Forums: Facilitates peer-to-peer support for team members and user-generated content through community forums.
- Mobile App: Enables agents to manage and respond to in-app customer queries and sms notifications on the go.
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