Top Zendesk alternatives for 2025
For those exploring Zendesk alternatives, these options offer a range of features to suit businesses of all sizes. Whether after a free solution or a paid plan with advanced capabilities, start exploring to improve your customer support experience.
HelpDesk
HelpDesk is best suited for businesses or teams looking to streamline their customer support processes with a multichannel communication approach, automation, and collaboration tools. It’s ideal for businesses with growing teams and those needing a comprehensive system to efficiently handle support tickets, customer inquiries, and team collaborations.
Key Features
- Multi-Channel Support: Manage customer messages from email, chat, social media, and contact forms in one place.
- Automation Tools: Automate repetitive tasks, route tickets to the right departments, and respond to common queries quickly.
- Collaboration: Create dedicated teams based on language, location, or skill set to enhance teamwork and problem-solving.
- Extensive Integrations: To boost productivity, connect seamlessly with tools like LiveChat, Shopify, Slack, Zapier, HubSpot, and more.
- Feedback Collection: Gather and analyze customer feedback to identify areas for improvement and enhance the customer experience.
- Proactive Outreach: Proactively engage with customers to ensure they get the most out of your product or service.
Pros of HelpDesk
- Easy to use with a 5-minute setup.
- Intuitive automation that reduces manual work.
- Extensive integration options to boost productivity.
- Enables seamless communication and collaboration within teams.
- 14-day free trial with no credit card required.
Cons of HelpDesk
- Might require some initial training to leverage automation and integrations fully.
Migration from Zendesk to HelpDesk
The HelpDesk Migration service makes migrating from Zendesk simple. You can import various data, including tickets, contacts, agents, and groups. The process involves cleaning up your data, checking API limits, and ensuring your HelpDesk account is ready.
After signing up and choosing your data source, you'll map ticket fields and conduct a demo migration. Once satisfied, you can proceed with the full data migration. The service provides progress updates and support throughout the process.
Ratings and reviews
- Capterra: 4.6 (84 reviews)
- G2: 4.6 (31 reviews)
- GetApp: 4.6 (81 reviews)
Pricing
- Team plan: $29/month per agent (billed annually) for entry-level needs with basic features.
- Business plan: $50/month per agent designed for businesses with multi-brand operations and advanced features.
- Enterprise plan: Custom pricing with no limits, including dedicated support, product training, and white-label options for corporations.
- Free trial: You can also start a 14-day free HelpDesk trial containing all the Business plan features.
Zoho Desk
Zoho Desk is a great choice for medium to large-sized businesses looking for advanced customer support solutions at a fair price. It’s especially suited for sales-focused teams and companies that require extensive third-party integrations or robust self-service options.
Key Features
- CRM integration: Seamlessly integrates with Zoho’s customer relationship management tool, offering a centralized solution for managing customer interactions.
- Cloud-based platform: Access and manage customer support across multiple channels like social media, chatbot, email, and phone.
- Zia chatbot: Automated responses and ticketing from customer messages through Zoho’s AI-powered chatbot.
- Customizable templates: Create personalized support templates to fit your brand and workflow.
- Advanced workflow automation: Streamline processes with automated ticketing, alerts, and task assignments.
Pros
- Affordable pricing starts at just $7/month per agent, offering great value for its features.
- Extensive third-party integrations and there are over 800 apps available.
- Includes self-service tools like a knowledge base and automated chat support.
- Offers advanced features that cater to the needs of larger businesses as they grow.
Cons
- The basic plans offer limited features and may not meet the needs of growing teams.
- The platform may require some time to get used to, especially for teams transitioning from simpler systems.
Ratings and reviews
- Capterra: 4.5 (2181 reviews)
- G2: 4.4 (6023 reviews)
- GetApp: 4.5 (2176 reviews)
Pricing
Zoho Desk offers affordable pricing tiers to suit businesses of all sizes:
- Express: $7/month per agent (includes small business essentials like email, web forms, social media, workflows, and more).
- Standard: $14/month per agent (includes live chat, instant messaging, generative AI, and integrations).
- Professional: $23/month per agent (adds advanced reporting plus telephony, multi-department support, and SLA management).
- Enterprise: $40/month per agent (includes AI-powered Zia, guided conversations, sandbox environments, and custom features).
Freshdesk
Freshdesk is a cloud-based support platform designed to streamline customer interactions. It is a solid alternative to Zendesk and provides essential help desk features like omnichannel support, knowledge base management, and automation. It's great for businesses that need an easy-to-use customer service platform with essential support features.
Key Features
- Ticket management with categorization and priority-based scheduling.
- AI-powered automation for ticket creation and assignment.
- Collaboration tools, including ticket ownership sharing and internal notes.
- Reporting and progress analysis for issue tracking and productivity.
- Automatic ticket resolution using a "thank you detector" based on customer conversations.
Pros
- Easy-to-use interface, ideal for smaller teams and startups.
- Affordable pricing, with a free plan and premium starting at $15/month per agent.
- AI-powered automation for customer queries and real-time collaboration tools.
- Omni-channel support integrates email, phone, social media, and live chat.
Cons
- Lacks customization options compared to Zendesk.
- May not meet the needs of large teams requiring advanced features and customizations.
Ratings and reviews
- Capterra: 4.5 (3,358 reviews)
- G2: 4.4 (3,467 reviews)
- GetApp: 4.5 (3,356 reviews)
Pricing
Zoho Desk offers affordable pricing tiers to suit businesses of all sizes:
- Free: Includes a shared inbox, collaboration between customer support teams, and a knowledge base for up to 2 agents, which is free forever.
- Growth: Adds reports, real-time dashboards on customer inquiries, automation, and a customer portal for $15/agent/month.
- Pro (Most Popular): Includes all Growth features, customized support portals, and custom reporting for $49/agent/month.
- Enterprise: Includes all Pro features, approval workflows, audit logs, and additional security for $79/agent/month.
Help Scout
Help Scout is a solid Zendesk alternative for growing businesses looking to streamline customer service operations. It offers an intuitive interface, a lower learning curve, and competitive pricing without compromising on essential features. It's great for small to medium-sized businesses (SMBs) and remote teams needing a user-friendly, collaborative, cost-effective help desk solution.
Key Features
- Shared inboxes: Enhance team collaboration with shared inboxes that keep everyone updated on customer interactions.
- Saved replies and automation: Streamline ticketing with a saved replies database, automation workflows, and built-in AI features.
- Docs knowledge base: Build self-service support resources with an integrated knowledge base for quick customer issue resolution.
- Integration ready: Seamlessly integrates with eCommerce platforms like Shopify and supports data migration tools.
- Performance tools: These include customer satisfaction surveys and metrics to help improve service quality.
Pros
- Quick basic email management and in-app messaging.
- Don’t charge extra for essential features.
- Accessible mobile app for remote and distributed teams.
- Easy for teams to collaborate and manage customer support.
Cons
- The reporting capabilities are less advanced than those offered by some competitors.
Ratings and reviews
- Capterra: 4.6 (220 reviews)
- G2: 4.4 (406 reviews)
- GetApp: 4.6 (219 reviews)
Pricing
Here's the pricing structure, and you can avail the free trial for Standard and Plus plans:
- Free: $0/month, 50 contacts, unlimited users, docs knowledge base, AI-powered help widgets, and more.
- Standard: $50/month, 100 contacts, unlimited users, includes free features, multi-channel support, API, advanced reports, 100+ integrations, and surveys.
- Plus: $75/month, 100 contacts, unlimited users, standard features, Jira, Salesforce, HubSpot apps, custom fields, and more.
Hubspot Service Hub
HubSpot Service Hub is best for businesses looking for an integrated customer service and CRM solution that aligns customer service with marketing efforts. It's ideal for companies already using HubSpot products or looking for an affordable, unified platform to nurture and support their customers.
Key Features
- CRM Tools: Integrates customer service with HubSpot's CRM to streamline customer relationship management.
- Ticketing: Includes a powerful ticketing system to manage customer issues effectively.
- Knowledge base: Build and manage a self-service knowledge base to help customers find answers quickly.
- Live chat: Real-time customer communication via chat, improving engagement and support response times.
- Analytics: Easy-to-use analytics to track customer service performance and user behavior.
- Workflows: Workflow automation with a seamless pipeline view to manage workloads and customer journeys.
Pros
- More cost-effective compared to other platforms like Zendesk.
- Easy-to-use interface with robust features and analytics, reducing the learning curve.
- Smooth transitions of leads from marketing to sales, helping to convert prospects into loyal customers.
- Strong integration with other HubSpot products.
Cons
- Limited advanced features compared to Zendesk.
- More suitable for businesses already using HubSpot products
Ratings and reviews
- Capterra: 4.4 (165 reviews)
- G2: 4.4 (2,459 reviews)
- GetApp: 4.4 (164 reviews)
Pricing
- Free tools: $0/month for up to 2 users, including basic tools.
- Service hub starter: $15/month for 1 seat. This plan includes live chat, conversation routing, ticket automation, HubSpot Payments (U.S. only), and email and in-app chat support.
- Starter customer platform: $12/month, includes Service Hub Starter and additional tools for marketing, sales, content, and operations.
- Service Hub professional: $90/month/seat, adds customer portal, customer feedback surveys, playbooks, service analytics, plus a one-time onboarding fee of $1,500.
ServiceNow
ServiceNow CSM is ideal for large enterprises that need a unified platform that integrates customer service with IT service management. It's particularly useful for organizations focused on automation, workflow control, and seamless interdepartmental collaboration.
Key Features
- Multi-channel support: Engage customers through email, chat, phone, and social media.
- Workflow automation: Streamlines case handling and processes systematically.
- Intelligent chatbot: Provides reliable, AI-driven support by understanding human speech.
- Self-service portals: Offers a knowledge base and tools for customers to resolve issues independently.
- Predictive intelligence: Recommends next steps and contextual decisions to improve resolution times.
- Process mining and guided decisions: Optimizes workflows and ensures efficient operations.
Pros
- Excellent for case and resolution management in large enterprises.
- Robust ticketing system for incidents, service requests, and problem resolution.
- Extensive automation and AI capabilities streamline interdepartmental workflows.
- Offers a high level of control over process workflows.
Cons
- Lengthy deployment period, often requiring consultants and taking several months.
Ratings and reviews
- Capterra: 4.5 (276 reviews)
- G2: 4.5 (610 reviews)
- GetApp: 4.5 (276 reviews)
Pricing
Pricing is tailored to your business's specific needs and scale. It depends on the products selected, the number of licenses required, and the purchase method. Contact a ServiceNow representative for a detailed business value assessment to get a custom quote.
Salesforce Service Cloud
Salesforce Service Cloud is best for businesses already using Salesforce CRM or with extensive customer bases and high inquiry volumes. It’s ideal for organizations seeking advanced analytics, customizable workflows, and seamless integration across Salesforce platforms.
Key Features
- Chatbots (Bots): Automated support for common inquiries.
- AI-driven insights: Predictive analysis with Einstein AI for better customer understanding.
- Drag-and drop UI: Customizable user interface for easy setup.
- Healthcare solutions: Dedicated features are available through Salesforce Health Cloud.
- Personalized communication: Email and SMS tools for tailored customer outreach.
Pros
- Seamless integration with Salesforce CRM, ensuring a unified view of customer data.
- Powerful analytics and dashboards for actionable insights and smooth customer support operations.
- Scalable and highly customizable for enterprise needs.
- Comprehensive reporting and search functionalities across the Salesforce ecosystem.
Cons
- Higher cost compared to Zendesk, especially for advanced plans.
- Longer learning curve for new users due to extensive features.
Ratings and reviews
- Capterra: 4.4 (774 reviews)
- G2: 4.4 (5,584 reviews)
- GetApp: 4.4 (776 reviews)
Pricing
- Starter suite ($25/user/month): Includes dynamic email marketing, analytics, customer service, and a simplified storefront builder.
- Pro suite ($100/user/month): Offers real-time chat, better customization, automation, sales quoting, and more.
- Enterprise ($165/user/month): Features AI for excellent customer service and advanced workflow automation tools.
- Unlimited ($330/user/month): Provides 24/7/365 support, AI-powered chatbots, and full-featured chat capabilities.
- Einstein 1 service ($500/user/month): Includes everything in Unlimited plus digital engagement channels, service intelligence, Slack integration, and generative AI with Einstein Copilot (Beta)
Groove
It's a great customer support platform for startups and small to medium-sized businesses seeking cost-effective and user-friendly customer support processes.
Key Features
- Shared inbox for team collaboration on customer emails, messages, and inquiries.
- A ticketing system is used to organize and prioritize customer inquiries efficiently.
- Automation features and customizable workflow rules.
- Extensive integrations with third-party tools like Salesforce, Slack, HubSpot, and Trello.
- Multichannel support, including email, live chat, and social media.
Pros
- Affordable subscription plans, including a free plan for small businesses.
- An intuitive, customizable dashboard that’s more user-friendly than Zendesk.
- Free integrations reduce additional costs for businesses.
- Highly praised customer support and seamless usability.
- Designed to boost productivity with tools like email tracking and workflow automation.
Cons
- Limited advanced features compared to larger platforms.
Ratings and reviews
- Capterra: 4.7 (147 reviews)
- G2: 4.6 (193 reviews)
- GetApp: 4.7 (147 reviews)
Pricing
- Standard plan ($24/user/month): Ideal for small teams, offering basic email and ticketing management, live chat, a knowledge base, and essential reporting.
- Plus plan ($36/user/month): Adds advanced automation, AI tools, premium integrations, and enhanced reporting for growing businesses.
- Pro plan ($56/user/month): Designed for larger teams, featuring enterprise-level security, dedicated support, and extensive customization options.
- All plans include a 7-day free trial and 24/7 support.
Jira Service Management
Jira is mainly a task management tool, but its service management is similar to that of Zendesk's customer support tool. It's great for organizations that need a robust IT service management solution, especially those already using the Atlassian platform. It is ideal for managing in-house and customer support tickets with streamlined incident and request handling.
Key Features
- Ticket management to create, track, and prioritize customer issues systematically.
- Automation rules for assigning tasks, sending notifications, and updating statuses.
- Integration with knowledge bases for maintaining comprehensive support documentation.
- SLA management to ensure timely responses and maintain service quality.
Pros
- Seamlessly integrates with Atlassian tools for enhanced productivity.
- Comprehensive ITSM suite for managing customer and internal requests.
- Supports collaboration across teams and departments.
Cons
- May require advanced configuration and training for optimal use.
- Some users find the interface complex for non-technical teams.
Ratings and reviews
- Capterra: 4.5 (690 reviews)
- G2: 4.2 (774 reviews)
- GetApp: 4.5 (689 reviews)
Pricing
- Free plan: Ideal for small teams, this plan offers ITSM, customer service templates, and Atlassian Community support. It is free forever for up to 3 agents.
- The Standard plan ($19.04/agent/month): Adds a custom-branded help center, audit logs, multi-region data residency, and increased storage (250GB). It supports up to 20,000 agents.
- Premium plan ($47.82/agent/month): This plan scales with AI-powered tools, asset and configuration management, advanced incident monitoring, and 24/7 support, with a 99.9% uptime SLA.
- Enterprise plan (Contact Sales): This plan offers advanced analytics, unlimited automation, enhanced security controls, and multiple sites (up to 150), with 24/7 dedicated senior support and a 99.95% uptime SLA.
Gladly
Gladly is optimal for businesses looking to improve first-call resolution, those seeking customer service software with an intuitive interface and minimal learning curve, and organizations needing strong AI and sales features.
Key Features
- Built-in channels including voice, IVR, text/SMS, chat, social platforms, and email.
- AI-powered tools like People Match® and Sidekick help automate routines and assist agents.
- A unified ticketing system that consolidates all customer interactions into a single, continuous conversation.
- Advanced features like Dedicated Hero, Liveboards, Proactive Voice, and knowledge base integration.
- Seamless integration of sales features alongside customer service functions.
Pros
- Easy-to-use interface with self-explanatory functions.
- Powerful AI features that streamline processes and improve agent efficiency.
- Unified communication channels that eliminate the need for clunky integrations.
- Provides customer insights such as preferences, intent, and purchase history.
Cons
- A higher price point, starting at $180 per month per user, may not suit smaller businesses.
Ratings and reviews
- Capterra: 4.8 (126 reviews)
- G2: 4.7 (970 reviews)
- GetApp: 4.8 (126 reviews)
Pricing
- Hero package: $180/month per user, includes unified customer view and a centralized knowledge base. $0.60 per assisted conversation (opt-in).
- Superhero package: $210/month per user, includes everything in the Hero Package plus custom reporting, Gladly Sidekick, 99.9% uptime, and Hero AI. Requires a 45 hero minimum, with $0.60 per assisted conversation (opt-in).
Gorgias
Gorgias is ideal for eCommerce businesses, especially those operating on Shopify or using tools like Klaviyo. It’s perfect for companies wanting to enhance customer interactions while managing orders, refunds, and cancellations directly within their helpdesk platform.
Key Features
- AI-Driven tools: Use AI-powered responses and chatbots to assist customers and agents efficiently.
- eCommerce integration: Access customer data, order histories, and transaction details directly within the platform.
- Automation: Streamline workflows with macros, templates, and automated responses for personalized support.
- Self-service options: Create a help center where customers can find answers independently.
Pros
- Seamless integration with Shopify and other eCommerce platforms.
- User-friendly interface with built-in feedback and marketing tools.
- Quick customer service with minimal turnaround times.
Cons
- It requires third-party add-ons for Amazon and eBay integration, which adds extra costs.
Ratings and reviews
- Capterra: 4.7 (115 reviews)
- G2: 4.6 (518 reviews)
- GetApp: 4.7 (115 reviews)
Pricing
Gorgias offers four Pro plans with varying levels of automation: $360/month (0% automation), $666/month (10% automation, 200 automated tickets), $810/month (20% automation, 400 automated tickets), and $1,000/month (30% automation, 600 automated tickets). All plans include 2,000 helpdesk tickets with a $0.36 charge per overage ticket. Annual billing offers two months free.
HappyFox
HappyFox is a cloud-based help desk and customer support platform designed to centralize and streamline ticket management. It’s particularly suited for businesses seeking scalable solutions with automation and robust reporting features.
Key Features
- Unified ticketing: Centralizes support requests from multiple channels, ensuring no query is missed.
- Automation rules: Simplifies ticket assignment and prioritization with customizable workflows.
- CSAT surveys: Collects customer feedback automatically after interactions, helping teams improve their service quality.
- Reporting and analytics: Tracks key metrics like team performance, ticket resolution times, and customer satisfaction.
Pros
- Easy setup and intuitive interface for quick adoption by support teams.
- Comprehensive features like ticketing, automation, live chat, and task management in one platform.
- Offers plans suitable for both small businesses and large enterprises.
Cons
- Fewer integration options compared to larger help desk solutions.
Ratings and reviews
- Capterra: 4.6 (93 reviews)
- G2: 4.5 (134 reviews)
- GetApp: 4.6 (93 reviews)
Pricing
HappyFox offers two pricing models:
- Agent-based plans: Start at $9 per agent per month for essential features, with advanced options available at $99 per agent per month.
- Unlimited agent plans: Begin at $1,599 per month, offering flexibility for larger teams without per-agent costs.
A free trial is available to explore its features before committing.
Helpjuice
Helpjuice is ideal for organizations seeking a robust knowledge management solution for internal teams and customer self-service. It’s perfect for businesses prioritizing a structured, easily accessible knowledge base.
Key Features
- Advanced content management: A powerful editor with rich text formatting, media embedding, and version control.
- Customization and branding: Tailor your knowledge base with multiple themes and a visual editor to align with your brand.
- AI-powered search: Facilitates quick and accurate information retrieval for users.
- Analytics: Offers detailed insights into user behavior, search trends, and content effectiveness to optimize your knowledge base.
Pros
- Exceptional customization options for branding and structuring content.
- AI-driven search makes finding information seamless and efficient.
- Intelligent analytics provide deep insights into content performance and user needs.
Cons
- Higher pricing than competitors, starting at $120 monthly for 4 users.
Ratings and reviews
- Capterra: 4.7 (99 reviews)
- G2: 4.6 (136 reviews)
- GetApp: 4.7 (99 reviews)
Pricing
Helpjuice offers a single pricing tier of $120 per month for 4 users, with costs increasing as the user count grows. A 14-day free trial is available to explore its comprehensive features.
Kustomer
Kustomer is best suited for mid-to-large enterprises with global audiences, looking to combine customer service and CRM functionalities. It’s ideal for businesses needing omnichannel support and advanced analytics to personalize and enhance customer interactions.
Key Features
- Omnichannel communication: Combines email, chat, phone, SMS, and social media into a unified timeline, offering a complete view of customer interactions.
- Sentiment analysis and AI: Includes sentiment analysis for language detection and AI tools to deflect common queries to self-service portals.
- Custom workflows: Flexible automation allows teams to create tailored workflows, reducing repetitive tasks and streamlining operations.
- In-depth analytics: Offers comprehensive reporting on KPIs, customer satisfaction, and agent productivity.
Pros
- Consolidates all customer interactions into a chronological display for deeper insights.
- AI-driven chatbots and intelligent ticket distribution minimize manual tasks.
- Detailed insights help optimize support strategies and improve efficiency.
Cons
- Requires dedicated training or setup support to utilize its robust features fully.
Ratings and reviews
- Capterra: 4.6 (62 reviews)
- G2: 4.4 (428 reviews)
- GetApp: 4.6 (62 reviews)
Pricing
Kustomer pricing starts at $89/user/month, with additional costs based on API usage. It offers a free trial and demo for new users to explore its capabilities.
Front
Front is ideal for businesses in B2B industries like manufacturing, logistics, financial services, and software. It’s particularly suited for teams collaborating across departments to resolve customer issues efficiently.
Key Features
- Shared inbox: Consolidates multiple channels' emails, chats, and messages into one platform.
- Collaboration tools: This feature enables team members to share drafts, leave comments, and assign tasks directly within the platform.
- Multi-channel communication: Centralizes inquiries from various digital channels into a single, easy-to-navigate inbox.
- Third-party integrations: Offers integrations with CRM systems, project management tools, and chat apps for enhanced workflow.
- Analytics and reporting: Provides insights into team performance, response times, and customer satisfaction metrics.
Pros
- Streamlines communication with a shared inbox to prevent silos and improve response times.
- A familiar email-like interface minimizes the learning curve for new users.
- The mobile app ensures that support teams can work on the go.
- Customizable workflows and templates to fit specific business needs.
Cons
- Higher pricing compared to basic Zendesk plans, starting at $19/user/month.
Ratings and reviews
- Capterra: 4.6 (267 reviews)
- G2: 4.7 (2,192 reviews)
- GetApp: 4.6 (267 reviews)
Pricing
Front offers pricing plans starting at $19/user/month for the basic “Starter” plan and up to $99/user/month for advanced features. A 14-day free trial is available to explore its capabilities.
Intercom
It's a great option for SaaS companies, eCommerce businesses, and large organizations like financial institutions looking for flexible, AI-driven customer support solutions.
Key Features
- AI-powered automation: Custom bots manage routine queries and route complex ones to the right agents.
- Support tools: Addresses customer pain points in real time to build trust and loyalty.
- Help center integration: Facilitates self-service with a searchable knowledge base.
- Real-time dashboards: Provides insights into team performance and service efficiency.
- Customer segmentation: Allows businesses to segment users based on behavior, location, or custom attributes.
Pros
- Combines human support with AI for efficiency and speed.
- Helps reduce ticket volumes with self-service and proactive support.
- Better personalization, improving customer satisfaction.
- Continuous innovation keeps the platform up-to-date with the latest technology.
Cons
- Can be complex to set up for businesses with limited technical resources.
- Customization options might not meet the needs of all organizations.
Ratings and reviews
- Capterra: 4.5 (1,084 reviews)
- G2: 4.5 (3,283 reviews)
- GetApp: 4.5 (1,084 reviews)
Pricing
Intercom offers three pricing plans:
- Essential ($29/seat/month): Ideal for individuals, startups, and small businesses, providing basic customer support tools.
- Advanced ($85/seat/month): Designed for growing teams with powerful AI and automation features.
- Expert ($132/seat/month): Suited for large teams needing advanced collaboration, security, and reporting tools.
All plans include a 14-day free trial with no credit card required.
Hiver
Hiver is best for teams relying on Gmail to manage customer support, from small startups to established businesses.
Key Features
- Email collaboration: Assign and manage support emails directly from Gmail without using CCs or forwards.
- Ticket routing: Smart assignment rules and workflows ensure emails reach the right team members.
- Reporting: Measure response times, CSAT scores, and other metrics for continuous performance optimization.
- Live chat & knowledge base: This integration integrates live chat into Gmail and creates a central help article repository.
- AI automation: Harvey, the AI bot, automates repetitive tasks for improved efficiency.
Pros
- Seamlessly integrates with Gmail, ensuring teams can manage support without leaving their inboxes.
- 24×7 free support across all plans, outperforming competitors like Zendesk in accessibility.
- High first-call resolution rate (88%) and faster chat response times (13 seconds).
- User-friendly interface, ideal for Gmail users.
Cons
- Pricing may not scale well for businesses with high-ticket volumes.
Ratings and reviews
- Capterra: 4.7 (117 reviews)
- G2: 4.6 (1,092 reviews)
- GetApp: 4.7 (117 reviews)
Pricing
There's a 14-day free trial, and the following plans are available:
- Free plan: Includes multi-channel shared inboxes and live chat support with basic features.
- Lite plan ($19/user/month): Adds customer portal, workflow automations, round-robin auto-assignment, SLAs, and more.
- Growth plan ($29/user/month): Includes team performance analytics, custom reports, and advanced integrations.
- Pro plan ($49/user/month): Offers chatbots, CSAT surveys, business hours, Harvey AI, premium integrations, and API access.
- Elite plan (Custom pricing): Designed for large teams with features like skill-based routing, custom roles, HIPAA compliance, and custom build hours.
Nextiva
It's a considerable customer service platform for businesses seeking an all-in-one communication solution, particularly those needing VoIP integration, call center software, and omnichannel customer service.
Key Features
- VoIP phone system with advanced features like call forwarding and voicemail-to-email
- CRM integration for enhanced customer insights
- Omnichannel customer experience dashboard for ticketing, routing, and response
- Real-time analytics, sentiment analysis, and automated responses
- Social media management and online review monitoring
- Live chat and conversation AI for automated sales and support
Pros
- Extensive feature set, including VoIP, video conferencing, and messaging
- Reliable with strong uptime and call quality
- Scalable to grow with businesses of all sizes
- Integrates well with CRM systems for enhanced customer data
Cons
- Higher cost compared to basic VoIP providers
- Steep learning curve due to the range of features
Ratings and reviews
- Capterra: 4.6 (902 reviews)
- G2: 4.5 (3,239 reviews)
- GetApp: 4.5 (112 reviews)
Pricing
Plans for small businesses start at $20 per user/month. Pricing for enterprise plans depends on whether you choose agent-based, usage-based, or concurrent pricing and starts from $129. A free trial and demo are also available before committing.
LiveAgent
For small businesses and startups looking for an affordable, easy-to-implement customer support solution that covers all the essentials with minimal setup effort, LiveAgent is the solution. It is ideal for quick deployment and a simple, reliable system.
Key Features
- Multichannel support for email, chat, calls, and social media
- Real-time live chat to engage with customers instantly
- Comprehensive ticket management system for prioritizing and organizing support requests
- Knowledge base to provide self-service options with articles, guides, and manuals
Pros
- Simple, quick setup with a minimal learning curve
- Reliable system with fast response times
- Comprehensive feature set for multichannel support and ticket management
- Affordable, making it a great choice for small businesses on a budget
Cons
- The interface can feel overwhelming due to the variety of features
Ratings and reviews
- Capterra: 4.7 (1,656 reviews)
- G2: 4.5 (1,503 reviews)
- GetApp: 4.7 (1,655 reviews)
Pricing
Here's the pricing structure. A free 30-day trial is available for business users.
- Small Business: Affordable for smaller teams. $15 per agent/month.
- Medium Business: Balanced plan for full-scale support. $24 per agent/month.
- Large Business: All-inclusive with advanced features. $39 per agent/month.
- Enterprise: Full-scale solution with extra support. $59 per agent/month
Kayako
It suits small businesses, eCommerce, and IT support desks looking for an affordable and efficient ticketing system.
Key Features
- Customer journey tracking: Tracks customer interactions and preferences, enabling agents to deliver personalized support.
- Collaborative support: Allows multiple agents to collaborate on tickets with internal notes, tagging, and information sharing.
- Robust reporting & analytics: Monitors key metrics like response times, resolution rates, and customer satisfaction.
- Knowledge base: Includes tools for creating FAQs, articles, and documentation to empower self-service.
- Automation: Customizable workflow rules automate tasks like ticket routing, ensuring timely and efficient support.
Pros
- Affordable pricing compared to similar platforms like Zendesk.
- It integrates over 700 apps via Zapier at no extra cost.
- Collaborative features include external teams or vendors without additional charges.
- SingleView technology consolidates context for streamlined responses and fewer redundant questions.
Cons
- Some users reported limited after-sales support.
Ratings and reviews
- Capterra: 4.0 (172 reviews)
- G2: 4.0 (219 reviews)
- GetApp: 4.0 (172 reviews)
Pricing
- Essential: $49 per agent/month: Includes advanced ticketing, AI-suggested responses, API access, and more.
- Enterprise: Custom pricing: All essential features plus fully autonomous resolutions, ticket summaries, audio transcriptions, and more.
What is the best alternative for Zendesk?
HelpDesk is a top alternative to Zendesk, especially for businesses looking for a simpler, more affordable solution. It offers features like automated ticket routing, custom fields, and advanced reporting, which help improve team efficiency.
Unlike Zendesk, HelpDesk offers more accessible pricing and robust customization options, making it ideal for small to medium-sized businesses. It also integrates well with various third-party tools, providing flexibility as your business grows.
What are the weaknesses of Zendesk?
While Zendesk offers a set of features, its limitations can be a hurdle for businesses, particularly those with specific needs for customization, scalability, and ease of use. They include:
- Tracking business users: No centralized ticket organization or client history tracking. Also, there are limited note-taking features.
- Limited customization for lower tiers: Restricted contact form customization. No conditional logic at lower pricing tiers.
- No direct comment referencing: Difficulty referencing feedback in tickets. Complicates issue resolution and communication.
- Exporting and reporting limitations: No export or reporting at lower tiers. Limits data analysis and portability.
- Overwhelming for new users: Complexity of features and setup. Requires significant training and resources.
- Subscription cost: Expensive for larger teams. Essential features locked behind higher-tier plans.
Summing Up
While there are many Zendesk alternatives, HelpDesk is the clear winner for businesses seeking simplicity, affordability, and flexibility.
Whether you're a small startup or a growing enterprise, HelpDesk offers an intuitive platform with powerful features at a fraction of the cost of Zendesk.
With easy integration options, customizable workflows, and a user-friendly interface, it’s the perfect choice for businesses that want to enhance their customer support without the complexity or high price tag.
Don't let complex systems hold you back. Make the switch to HelpDesk and elevate your support game today!
How to transition smoothly to a HelpDesk tool
Transitioning to a new helpdesk tool can be challenging, but with careful planning and execution, you can ensure a smooth migration of your tickets and data.
Migrate for free from Zendesk ticketing system
We're here to support you during the entire migration process, offering information about any related costs and, if possible, covering them for you.
