Zendesk is a major player in customer service software, competing with Freshdesk, Intercom, and Gorgias. With over 160,000 customers, primarily small businesses with B2B models, Zendesk holds a reputable brand name in the industry.
However, since being acquired for $10B in a private equity deal, Zendesk's commitment to customer relationships has been criticized. This blog outlines the best Zendesk competitors fo those seeking alternatives.
Let’s discover popular alternatives to Zendesk, including their top features, pricing, and pros and cons of an ideal customer service platform.
Why consider an alternative to Zendesk?
Pricing considerations
Zendesk is known for its premium pricing, which can be out of reach for startups. The Monthly Zendesk suite plan starts at $55 monthly, which can increase based on your needs. Cheaper options exist but come with limitations, such as fewer supported agents. The professional plan costs $115 per user monthly, and enterprise pricing is not disclosed.
Steep learning curve and complex setup process
Besides being costly, Zendesk has a steep learning curve due to its feature-heavy platform. Onboarding can be intimidating and overwhelming. In addition to that, Zendesk relies on self-service resources for deployment, meaning you won't have access to a live support team for assistance.
Top 10 Zendesk alternatives for 2024
Freshdesk
Help Scout
Zoho Desk
HubSpot
Intercom
Front
Gorgias
HappyFox
Kustomer
LiveAgent
1. Freshdesk
Freshdesk is a cloud-based support platform that is often compared to Zendesk and is designed to streamline the management of customer interactions, queries, and issues. It offers essential help desk features, including omnichannel support, a knowledge base, and automation capabilities.
Freshdesk automatically creates tickets from communications received via email, chat, social media, and phone calls. Its user-friendly ticketing system integrates with numerous third-party applications, enabling efficient multitasking from a single platform. AI-powered Freshdesk leverages automation and analytics to enhance customer relationship management.
Why users prefer Freshdesk
According to G2, Freshdesk is preferred for efficiently handling customer emails and making routine tasks engaging. It is also suitable for small teams with its straightforward functionality.
Highlighted features of Freshdesk
Excellent ticket management with categorization and priority scheduling.
"Thank You Detector" for automatic ticket resolution or reopening based on customer responses.
Facilitates team collaboration by sharing ticket ownership transparently.
Automatic ticket creation and assignment from chats, emails, and calls.
Progress analysis reporting for tracking issues and productivity.
Agent collision detection for efficient ticket handling.
Template responses to expedite reply times.
Who is Freshdesk a good fit for?
Freshdesk is praised for its simplicity and ease of use, making it an attractive alternative to the more feature-rich Zendesk. It is well-suited for startups and small businesses seeking a cost-effective solution, with a bundle option at $15 per month that includes Shopify integration and a custom knowledge base. While it may not offer the same level of customization as Zendesk, Freshdesk excels in providing efficient, user-friendly ticket management.
Freshdesk's collaboration features, such as real-time chat, ticket assignment, and internal notes, enhance teamwork among support agents. Additionally, it supports various communication channels, including email, phone, social media, and live chat, making it a robust choice for omnichannel support.
Freshdesk Pricing
Freshdesk offers a free plan with basic features like ticketing, analytics, and email support. Premium subscriptions start at $15 per month per agent.
2. Help Scout
For growing businesses seeking robust customer service support, Help Scout presents an affordable yet feature-rich alternative to Zendesk. It offers an intuitive user interface and a lower learning curve, making it accessible and efficient.
Why users prefer Help Scout
According to G2, Help Scout simplifies basic customer email management and enhances agent collaboration. It also offers features without extra charges, which is common with larger brands.
Highlighted features of Help Scout
Shared Inboxes: Boost team collaboration by sharing information and maintaining awareness of all previous customer interactions.
Saved Replies Database: Facilitates quick responses to customer queries.
Automation and AI Capabilities: Streamline ticketing and workflows.
Docs Feature: Build and share a knowledge base for self-service support.
E-commerce Integration: Integrates easily with platforms like Shopify and supports data migration from multiple sources.
Service Improvement Tools: Access to customer satisfaction surveys and metrics tools to enhance service quality.
Who is Help Scout a good fit for?
SMBs: Help Scout’s simple interface and affordable pricing make it ideal for smaller teams seeking a user-friendly solution.
Remote and Distributed Teams: The mobile app enables effective work from any location.
Teams Needing Light Customization: Customize workflows, branding, and reporting to meet specific needs.
Pricing
Help Scout offers competitive pricing starting at $20 per user per month and a 15-day free trial for evaluating the tool.
3. Zoho Desk
Zoho Desk is a cost-effective alternative to Zendesk, packed with features to manage CRM functionalities. It is particularly suitable for sales-focused teams, offering an easy-to-use customer portal, SLA management, and customizable templates.
Why users prefer Zoho Desk
According to G2, Zoho Desk is preferred due to its robust feature set at a fair price and being cost-effective for client connections. It is also a great option for budget-conscious small businesses.
Highlighted features of Zoho Desk
Seamless Integration: Works well with Zoho's CRM tools and other business applications.
Centralized Platform: Manages customer interactions from various channels like social media, chatbots, email, and phone calls.
Comprehensive Helpdesk Solution: Includes a knowledge base, instant messaging, chatbot (Zia), automatic ticketing, workflow automation, and alerts.
Extensive Third-Party Integrations: Over 800 integrations offer flexibility beyond Zendesk's API.
Transparent Pricing: Clear and straightforward pricing options.
Who is Zoho Desk a good fit for?
Medium and Large Businesses: Advanced features and functionalities suitable for complex support needs.
Self-Service Development: Ideal for companies wanting to enhance self-service options.
Teams Needing Extensive Integrations: Perfect for teams requiring connections to various third-party applications.
Pricing
Zoho Desk services start at $14 per month per agent, with a free plan available offering limited features.
4. HubSpot Service Hub
HubSpot Service Hub is a straightforward customer service software designed to enhance businesses' customer support and service operations. Known for its simplicity, it is one of the most popular solutions in the market.
Why users prefer HubSpot Service Hub
According to G2, HubSpot Service Hub is preferred due to its direct integration with other HubSpot tools and versatility with pre-built integrations for other software. There is also positive feedback from users who switched from Zendesk to HubSpot.
Highlighted features of HubSpot Service Hub
Ticketing System: Prioritizes customer inquiries, complaints, and support requests.
Knowledge Base: Stores FAQs, guides, and resources for customer self-service.
Live Chat: Facilitates basic real-time communication between customers and support teams.
Analytics: Tracks key metrics related to customer service performance.
Integration with HubSpot CRM: Seamless integration with HubSpot’s CRM to unify customer interactions across marketing, sales, and service.
Who is HubSpot Service Hub a good fit for?
Companies that want to stay within the HubSpot ecosystem leverage its email and marketing automation tools.
Pricing
HubSpot Service Hub pricing begins at $450 per month.
5. Intercom
Intercom is a major competitor to Zendesk, offering an "all-in-one" platform that simplifies customer support tasks. It combines human-powered support with AI capabilities for efficient and speedy responses.
Why users prefer Intercom (According to G2)
According to G2, Intercom is preferred because it improves customer feedback and increases conversion rates. It is simple to use with quick training. There is also constant innovation, which is likened to having a tech-savvy ally.
Highlighted features of Intercom
Multi-Channel Support: Provides customer support through email, in-app messaging, and social media for a seamless experience.
Customer Segmentation: Segments customers based on behavior, location, or custom attributes.
Automation Features: Set up automated messages and responses for routine queries, enhancing efficiency.
Who is Intercom a good fit for?
Businesses seeking personalization and AI utilization in customer service.
Companies looking to consolidate support platforms for cost and time savings while delivering faster, personalized customer experiences.
6. Front
Front is a customer service software designed to facilitate collaboration across teams and departments to solve complex customer issues. Its team-friendly interface and navigation are built for speed, presenting agents with an email-like interface that minimizes clicks and integrates multi-channel support into a single inbox.
Why users prefer Front
According to G2, Front provides excellent communication and information organization with internal chat on email chains. Its user-friendly interface is similar to a cell phone, which is ideal for teams transitioning from Outlook. It is also highly rated for problem-solving capabilities across different scenarios.
Highlighted features of Front
Shared Inbox: A centralized platform for teams to collaborate on customer inquiries and support tickets, ensuring visibility and reducing duplication.
Collaborative Workflows: Assign, comment, and discuss customer interactions within the platform.
Analytics and Reporting: Insights into team performance, response times, and customer satisfaction metrics.
Who is Front a good fit for?
B2B industries such as manufacturing, logistics, software, and financial services.
Businesses require cross-department customer support, where multiple teams collaborate to solve customer issues.
Pricing
Front pricing starts at $59 per month per seat, with a minimum of two seats required.
7. Gorgias
Gorgias is a customer service solution tailored for eCommerce businesses, serving around 12,000 merchants. It integrates seamlessly with major eCommerce platforms like BigCommerce, Shopify, and Adobe Connect, providing high-quality customer service with a quick turnaround time.
Why users prefer Gorgias
According to G2, Gorgias is excellent for eCommerce integration. It is specifically designed for Shopify users and offers helpful tools, add-ons, and external integrations.
Highlighted features of Gorgias
Omni-Channel Support: Includes SMS, WhatsApp, phone calls, live chat, and email.
AI-Driven Responses: AI is used for customer inquiries and chatbots.
E-Commerce Integration: Allows customers to perform operations like order placements, refunds, and cancellations directly through platforms like Shopify.
Automation: Enhances personalization and provides agent assistance through automated processes.
Who is Gorgias a good fit for?
Companies focused on eCommerce monetization models.
Businesses running on Shopify or integrating with tools like Klaviyo.
Pricing
Gorgias offers a starter plan starting at $10 per month, though it comes with limitations and additional costs for feature upgrades and handling higher support ticket volumes.
8. HappyFox
HappyFox extends beyond basic helpdesk functionalities by incorporating project management and team collaboration capabilities. It offers features like helpdesk automation, multi-brand SSL support, and shared inboxes, all at a more affordable price than Zendesk. HappyFox is particularly suitable for companies requiring extensive cross-departmental collaboration.
Why users prefer HappyFox
According to G2, HappyFox is simple and user-friendly due to its basic nature. It is excellent for essential ticket handling and management and ideal for transitioning from Gmail to a ticket management system.
Highlighted features of HappyFox
Knowledge Base: Provides a centralized hub for FAQs and guides.
Ticket System: Converts customer messages from chats and emails into tickets automatically.
User-Friendly Interface: Features like quick actions, previews, and list views for easy navigation.
Advanced Automation: Enhances efficiency with automated processes.
SLA Management: Ensures compliance with service level agreements.
Integrable Apps and Widgets: Allows customization with various tools.
In-App Training Modules: Helps agents quickly familiarize themselves with the platform.
Who is HappyFox a good fit for?
Small startups outgrowing Gmail and needing a systematic customer support solution.
Small teams with basic needs looking for a quick setup and easy operation.
Companies seeking a straightforward CX platform with essential features.
Pricing
HappyFox subscription starts at $39 per agent per month, with a requirement to subscribe to at least five agents for any plan.
9. LiveAgent
LiveAgent is a straightforward customer support platform offering essential CRM features like live chat, a ticketing system, and social media integrations. It is ideal for small teams and startups needing a quick and easy helpdesk implementation without the steep learning curve associated with Zendesk.
Why users prefer LiveAgent
According to G2, users say LiveAgent is a reliable system for customer support; it facilitates real-time client communication, and its knowledge base feature exceeds expectations.
Highlighted features of LiveAgent
Omni-Channel Support: An intuitive interface that supports multiple communication channels.
Metrics and Analytics: Tools for tracking and improving customer experience.
Call Center Feature: Enhances resolution rates with integrated call handling.
Cost-Saving Ticketing System: Efficiently manages customer inquiries.
Knowledge Base: Central hub for self-service resources like articles, guides, and manuals, accessible directly from the dashboard.
Who is LiveAgent a good fit for?
Small businesses need the simplest and most affordable customer service platform.
Pricing
LiveAgent offers plans for small businesses starting at $9 per agent per month, with an enterprise plan starting at $69 per month.
10. Kustomer
Kustomer is a leading customer service platform designed to streamline and enhance customer support operations. With its robust suite of tools and integrations, Kustomer stands out as a top choice for businesses seeking a unified approach to customer relationship management.
Why users prefer Kustomer
According to G2, Kustomer’s automation capabilities significantly reduce response times and manual workloads, and its flexibility and scalability suit businesses of all sizes.
Highlighted features of Kustomer
Omni-Channel Support: Offers seamless customer service across various channels, including email, chat, social media, and phone.
Unified Customer Timeline: Provides a comprehensive timeline of all customer interactions, improving context and response accuracy.
AI-Powered Automation: Utilizes AI to automate routine tasks, predict customer needs, and enhance overall support efficiency.
Custom Workflows: Allows businesses to create tailored workflows to fit specific processes and needs.
Who is Kustomer a good fit for?
Growing Businesses: Ideal for companies looking to efficiently scale their customer service operations.
Organizations Needing Deep Customer Insights: Businesses that require a comprehensive view of customer interactions and data.
Companies Focused on Omnichannel Support: Suitable for those wanting to provide consistent and connected experiences across multiple channels.
Pricing
Kustomer offers flexible pricing plans to cater to different business needs, starting at $89 per month per user.