19 Beste Freshdesk-Alternativen im Test 2026
Beste Freshdesk-Alternativen Übersicht
Here's my pick of the 10 best software from the 19 tools reviewed.
Freshdesk ist eine beliebte Helpdesk-Software, die für ihre intuitive Benutzeroberfläche und ihr effizientes Ticketsystem bekannt ist. Dennoch suchen manche Nutzer nach einer Alternative zu Freshdesk, sei es aufgrund der Preisstruktur oder wegen begrenzter Anpassungsmöglichkeiten.
Auf Grundlage meiner Erfahrung mit Customer-Experience-Software habe ich mehrere der besten Freshdesk-Alternativen getestet und verglichen. Anschließend habe ich die Ergebnisse in ausführlichen Reviews zusammengefasst, um Ihnen bei der Wahl der passenden Software für Ihre individuellen Anforderungen zu helfen.
Was ist Freshdesk?
Freshdesk ist eine Helpdesk-Software, die entwickelt wurde, um Kundensupport-Aufgaben zu vereinfachen. Sie wird häufig von Kundenservice-Profis und Support-Teams genutzt, um Anfragen zu verwalten und die Reaktionszeiten zu verbessern.
Wichtige Funktionen wie Ticket-Automatisierung, eine benutzerfreundliche Oberfläche und Tools zur Teamzusammenarbeit helfen Unternehmen, Kundenanliegen effizient zu bearbeiten und die Nutzerzufriedenheit zu steigern. Insgesamt ist Freshdesk eine unkomplizierte Lösung zur Verwaltung von Kundensupport-Prozessen und zur Optimierung von Geschäftsabläufen.
Beste Freshdesk-Alternativen Zusammenfassung
Diese Vergleichstabelle fasst die Preisinformationen meiner Top-Freshdesk-Alternativen zusammen, damit Sie die beste Lösung für Ihr Budget und Ihre Geschäftsanforderungen finden.
| Tool | Best For | Trial Info | Price | ||
|---|---|---|---|---|---|
| 1 | Best for email-centric support teams | Free plan available | From $25/user/month (billed annually) | Website | |
| 2 | Best for Shopify and WordPress integration | 7-day free trial + free plan available | From $25/user/month | Website | |
| 3 | Best for unified omnichannel ticket workflows | 15-day free trial | From $7/user/month (billed annually) | Website | |
| 4 | Best for IT service teams | Free trial available | $17/user/month | Website | |
| 5 | Best for ecommerce and SaaS businesses | 7-day free trial | From $19/seat/month (billed annually) | Website | |
| 6 | Best for 24/7 chatbot support | Free demo available | From $24/user/month (billed annually) | Website | |
| 7 | Best for AI-driven customer interactions | Free demo + 14-day free trial available | From $0.99/ AI resolution | Website | |
| 8 | Best for integrated marketing and service | Free plan available | From $15/month/per seat (billed annually) | Website | |
| 9 | Best for AI-powered task automation | 14-day free trial | $79/month (plus $1 for every AI resolved ticket) | Website | |
| 10 | Best for enterprise-level scalability | Free trial available | From $19/agent/month (billed annually) | Website |
Warum Sie unseren Software-Reviews vertrauen können
Seit 2020 testen und bewerten wir Customer-Experience-Software. Als Customer-Experience-Manager wissen wir, wie entscheidend – und schwierig – die richtige Softwarewahl ist. Wir investieren viel Zeit in gründliche Recherchen, um unserer Leserschaft bessere Kaufentscheidungen für Software zu ermöglichen.
Wir haben über 2.000 Tools für verschiedene Einsatzbereiche getestet und mehr als 1.000 umfassende Software-Reviews geschrieben. Erfahren Sie hier, wie wir transparent bleiben und lesen Sie unsere Review-Methodik.
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Hiver
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.7 -
CRM Creatio
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.7 -
monday service
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.6
Beste Freshdesk-Alternativen Reviews
Im Folgenden finden Sie meine ausführlichen Zusammenfassungen der besten Freshdesk-Alternativen, die es auf meine Shortlist geschafft haben. Die Bewertungen bieten einen detaillierten Einblick in Kernfunktionen, Vor- & Nachteile, Integrationen und die idealen Einsatzbereiche der jeweiligen Tools, um Ihnen die Auswahl zu erleichtern.
Hiver is an AI-enhanced customer service platform that addresses the needs of businesses looking for Freshdesk alternatives. It appeals to industries like technology, healthcare, and logistics, offering tools that simplify customer support processes and improve team collaboration. For teams heavily reliant on email communication, Hiver provides solutions that improve efficiency and reduce resolution times.
Why I Picked Hiver
I picked Hiver as a Freshdesk alternative because of its unique ability to integrate email management with customer support, making it ideal for teams that rely heavily on email communication. Hiver's shared inbox feature ensures that all team members have access to the same emails, facilitating better collaboration and faster responses. Additionally, its AI-driven automated triage helps prioritize emails based on urgency, reducing response times significantly.
Hiver Key Features
In addition to its email management capabilities, Hiver offers several features that enhance its usability as a Freshdesk alternative.
- AI-Powered Chatbots: These chatbots handle routine inquiries, freeing up your team to focus on more complex issues.
- Built-in Knowledge Base: This feature allows you to create and manage a repository of information, enabling self-service for your customers.
- Performance Analytics: Provides insights into support operations, helping you make data-driven decisions.
- Omnichannel Inbox: Centralizes communication from various platforms, ensuring no customer query goes unanswered.
Hiver Integrations
Integrations include Salesforce, Hubspot, Shopify, Slack, QuickBooks, Mailchimp, Asana, Zapier, Google Workspace, and Dropbox.
Pros and cons
Pros:
- Omnichannel inbox centralizes customer communication
- AI tools accelerate response drafting
- Workflow automation reduces manual tasks
Cons:
- Limited integrations restrict platform flexibility
- Heavy reliance on Google Workspace
New Product Updates from Hiver
Hiver Release: Shared Drafts, AI Tasks & More
Hiver's release brings Shared Drafts, AI Tasks for workflow automation, AI-drafted reply refinement with your Knowledge Base, customizable Ask AI tone and style, nested Knowledge Base categories, and enhanced note searching—helping your team collaborate and find answers faster. Visit Hiver’s website for more details.
for more details.
Tidio is a live chat and chatbot solution designed for small to medium-sized businesses aiming to enhance customer communication. It helps businesses engage with their website visitors in real-time, improving customer support and satisfaction.
Why Tidio is a good Freshdesk alternative: Tidio provides strong integration with platforms like Shopify and WordPress, making it an excellent choice if your team relies on these systems. Its chatbots can automate responses, reducing the need for constant human oversight. The user-friendly interface also ensures that your team can quickly adapt and start engaging with customers. This focus on integration and ease of use differentiates it from Freshdesk, making it a stand out competitor.
Standout features & integrations:
Features include live chat, allowing agents to respond instantly to customer inquiries, AI-powered chatbots to handle common questions, a visual chatbot builder to help teams to create custom bot flows, and data analytics that give insights into chat volume, response times, and user satisfaction.
Integrations include Shopify, WordPress, Wix, Mailchimp, HubSpot, Google Analytics, Zendesk, Salesforce, Slack, and Facebook Messenger.
Pros and cons
Pros:
- Customizable chat widgets
- Quick chatbot setup
- Real-time visitor interaction
Cons:
- Not ideal for large businesses
- Can be overwhelming for new users
Zoho Desk provides a versatile platform for businesses looking to improve customer service, making it a solid option for teams exploring alternatives to Freshdesk. With support for unified omnichannel ticket workflows, along with AI-assisted tools and automation, teams can manage customer requests more consistently across channels. Designed for a wide range of industries and business sizes, Zoho Desk supports service teams in handling daily support tasks while maintaining clear visibility into customer interactions.
Why I Picked Zoho Desk
I picked Zoho Desk as a Freshdesk alternative because of its strong AI-driven capabilities and extensive omnichannel support. The AI-powered Zia provides predictive assistance and automates routine tasks, boosting productivity for teams. Additionally, its omnichannel support consolidates customer interactions across various platforms, ensuring consistent communication. These features are particularly beneficial for businesses striving to improve customer engagement and manage their support processes effectively.
Zoho Desk Key Features
In addition to its AI-driven capabilities, Zoho Desk offers several other notable features:
- Self-Service Portal: This feature enables customers to find solutions independently, reducing the load on support teams.
- Customizable Dashboards: Users can tailor dashboards to visualize key metrics and insights that matter most to their operations.
- Workflow Automation: Automates repetitive tasks, allowing teams to focus on more critical customer issues.
- Built-in Analytics: Provides detailed reports and analytics to help teams understand performance and identify areas for improvement.
Zoho Desk Integrations
Integrations include Zoho CRM, Zoho SalesIQ, Slack, Microsoft Teams, Jira, Trello, G Suite, Dropbox, HubSpot, and Shopify.
Pros and cons
Pros:
- Frequent updates improve user-friendliness and ticket trend tracking
- SEO-friendly multi-brand help center with multi-language support
- Extensive feature set for help desk and ticketing
Cons:
- Most Zia features are limited to the enterprise plan
- Some users find product customizations challenging
InvGate Service Management is a no-code IT service management (ITSM) solution designed to enhance your organization's IT operations. It offers features like ticket management, analytics, and self-service portals to improve efficiency and service delivery.
Why InvGate is a good Freshdesk alternative: It has a robust ticket management system that allows your IT service team to organize work based on priority, SLA, and urgency, helping agents focus on what's most important. This structured approach can lead to quicker resolutions and higher customer satisfaction. Its collaboration tools are also designed to boost teamwork by giving your team clear visibility into ticket changes and linked requests. Plus, with easy access to a knowledge base, your team can quickly find the information they need to tackle common problems.
Standout features & integrations:
Features include a self-service portal that encourages users to find solutions independently, AI capabilities to assist agents with ticket management and customer communication, and automation tools that handle repetitive tasks to free up your team's time.
Integrations include FileWave, Lansweeper, Microsoft Teams, Microsoft ActiveDirectory, Azure DevOps, Okta, Office 365, OpenAI, Outlook, and Jira.
Pros and cons
Pros:
- Provides a robust platform for incident management
- Incorporates AI and low-code automation
- Rule-based SLA configuration for tracking performance metrics
Cons:
- No social media ticket creation support
- Could offer more native integrations
New Product Updates from InvGate Service Management
InvGate Service Management 8.4.0 Release Highlights
Discover the new action connectors and enhanced features in InvGate Service Management 8.4.0. For more information, visit InvGate Service Management's official site.
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Desku.io is a customer support platform designed to enhance communication between businesses and their customers, especially in ecommerce and SaaS industries. It provides tools for ticketing, live chat, and customer engagement to improve service delivery.
Why Desku.io is a good Freshdesk alternative: Desku.io caters specifically to ecommerce and SaaS businesses with features tailored to these sectors. It offers a streamlined ticketing system that helps manage customer queries efficiently. The platform's automation capabilities also reduce manual work, freeing up your team to focus on more critical tasks. Overall, Desku.io’s focus on industry-specific needs makes it a viable option for those considering a move from Freshdesk.
Standout features & integrations:
Features include a ticketing system that consolidates customer inquiries, a live chat tool for real-time communication, automation workflows to streamline repetitive tasks, and data analytics to provide valuable insights into performance metrics.
Integrations include Shopify, WooCommerce, WordPress, Mailchimp, Slack, Google Analytics, Zapier, HubSpot, Salesforce, and Zendesk.
Pros and cons
Pros:
- Customizable workflows
- Automation reduces manual tasks
- Efficient ticketing system
Cons:
- Not ideal for non-ecommerce users
- May lack advanced features
HappyFox is a help desk solution and customer support software that caters to businesses seeking to improve their customer service operations. It offers tools for ticketing, self-service, and customer support management to enhance service delivery.
Why HappyFox is a good Freshdesk alternative: HappyFox provides 24/7 chatbot support, which allows your team to handle customer inquiries around the clock. Its ticketing system is intuitive, helping you manage and prioritize requests efficiently. The software also offers customizable self-service portals to reduce the workload on your team. These features make it a strong contender if you're considering switching from Freshdesk.
Standout features & integrations:
Features include a ticketing system that unifies customer queries from multiple channels, a self-service portal to empower customers to find answers independently, automation workflows to help handle repetitive tasks, and data analytics to provide insights into response times and team performance.
Integrations include Salesforce, Slack, QuickBooks, Google Analytics, Shopify, Mailchimp, Zapier, Jira, FreshBooks, and Xero.
Pros and cons
Pros:
- Advanced reporting tools
- Customizable self-service portals
- Intuitive ticketing system
Cons:
- Requires setup and customization
- Can be complex for new users
Intercom is a messaging platform designed for businesses to communicate with their customers, focusing on sales, marketing, and support. It's widely used by teams looking to enhance customer engagement and streamline communication processes.
Why Intercom is a good Freshdesk alternative: Intercom excels in AI-driven customer interactions, offering automated chatbots that can handle inquiries around the clock. Its targeted messaging allows your team to send personalized messages to specific user segments. Additionally, the platform provides in-depth customer insights, helping you tailor your interactions.
Standout features & integrations:
Features include a live chat tool that allows businesses to connect with customers instantly, automated messaging to enable proactive communication, customizable customer profiles, and analytics tools for insights into customer behavior and engagement trends.
Integrations include Salesforce, Slack, Shopify, HubSpot, Mailchimp, Google Analytics, Stripe, WordPress, Jira, and Zendesk.
Pros and cons
Pros:
- Scalable for different business sizes
- Provides detailed customer insights
- AI-driven chat capabilities
Cons:
- Limited customization for advanced users
- Learning curve for new users
HubSpot Service Hub is a customer service platform that integrates seamlessly with sales and marketing tools to provide a holistic approach to customer relationships. It’s designed for businesses that want to align their service operations with marketing efforts to enhance customer experience.
Why HubSpot Service Hub is a good Freshdesk alternative: HubSpot Service Hub integrates customer service with marketing tools, making it easier for your team to track customer interactions across departments. Its automation features reduce the workload by handling repetitive tasks, allowing your team to focus on more important issues. The platform also offers advanced reporting tools to help you understand customer trends and service performance. These features make it an ideal choice if you're looking for a solution that merges service with marketing efforts.
Standout features & integrations:
Features include a ticketing system that centralizes all customer inquiries, a knowledge base that allows customers to find answers independently, and automation workflows to handle repetitive tasks.
Integrations include Salesforce, Slack, Shopify, QuickBooks, Mailchimp, Google Analytics, Zoom, Microsoft Teams, Asana, and Jira.
Pros and cons
Pros:
- Effective ticket automation
- Comprehensive reporting tools
- Integrates marketing and service functions
Cons:
- Requires setup and customization
- Can be complex for new users
Kayako is a customer service desk platform that focuses on providing live chat and help desk functionalities for businesses of all sizes. It helps teams manage customer support efficiently, ensuring smooth interactions and prompt resolutions.
Why Kayako is a good Freshdesk alternative: Kayako offers AI-powered task automation, which reduces manual work for your team and speeds up response times. Its integrated customer journey tracking helps you understand user behavior better. The platform's live chat support also enhances customer engagement by allowing real-time communication and service management. These features make it a compelling choice for those considering an alternative to Freshdesk.
Standout features & integrations:
Features include a shared inbox that centralizes customer interactions from various channels, live chat for real-time assistance, an active help center, and data analytics tools that provide insights into response times, support ticket volume, and satisfaction metrics.
Integrations include Slack, Salesforce, Jira, Shopify, Magento, Zapier, Stripe, Mailchimp, WooCommerce, and WordPress.
Pros and cons
Pros:
- Real-time chat analytics
- Customer journey insights
- AI-driven task automation
Cons:
- Limited scalability for large enterprises
- Can be complex for beginners
Zendesk is a customer service software that caters primarily to large enterprises and support teams by managing customer interactions and improving service efficiency. It provides ticketing, self-service, and customer engagement tools to support various business needs.
Why Zendesk is a good Freshdesk alternative: Zendesk offers enterprise-level scalability, allowing your team to handle a large volume of customer inquiries efficiently. Its advanced analytics provide insights into customer interactions, helping you make informed decisions. The platform also offers customizable dashboards to tailor your customer service operations. These capabilities make it an ideal choice for businesses looking to grow beyond Freshdesk's reach.
Standout features & integrations:
Features include a ticketing system that organizes all customer interactions in one place, customizable dashboards to help teams monitor and improve service, and AI-powered chatbots to automate routine queries.
Integrations include Salesforce, Slack, Mailchimp, Shopify, Google Analytics, Jira, Trello, HubSpot, Microsoft Teams, and Zoom.
Pros and cons
Pros:
- Advanced reporting tools
- Customizable dashboards
- Scalable for large businesses
Cons:
- Requires technical knowledge to maximize use
- Limited customization for small teams
Weitere Freshdesk-Alternativen
Hier sind einige weitere Freshdesk-Alternativen, die es zwar nicht auf die Shortlist geschafft haben, die aber trotzdem einen Blick wert sind:
- Front
For team collaboration in one inbox
- SAAS First
Integrated chatbot and knowledge base
- LiveAgent
For omnichannel customer service
- Help Scout
For small teams needing simplicity
- HelpDesk
For multichannel support
- Issuetrak
For auto assignments
- Hiver
For Gmail integration
- monday service
For project management integration
- Odoo Helpdesk
For modular business solutions
Auswahlkriterien für Freshdesk-Alternativen
Bei der Auswahl der besten Freshdesk-Alternativen für diese Liste habe ich übliche Käuferbedürfnisse und typische Schmerzpunkte bezüglich Helpdesk-Software berücksichtigt, etwa Skalierbarkeit und Anpassungsmöglichkeiten. Außerdem habe ich folgendes Framework genutzt, um die Bewertung strukturiert und fair zu gestalten:
Kernfunktionen (25 % der Gesamtbewertung)
Um in diese Liste aufgenommen zu werden, musste jede Lösung folgende gängige Anwendungsfälle abdecken:
- Kundenanfragen managen
- Ticket-Routing automatisieren
- Multi-Channel-Support ermöglichen
- Support-Performance nachverfolgen
- Eine Wissensdatenbank bereitstellen
Zusätzliche besondere Features (25 % der Gesamtbewertung)
Um die Auswahl weiter einzugrenzen, habe ich auch nach diesen besonderen Funktionen gesucht:
- KI-gestützte Support-Optionen
- Anpassbare Benutzeroberfläche
- Erweiterte Reporting-Tools
- Integration mit CRM-Systemen
- Omnichannel-Kommunikation
Benutzerfreundlichkeit (10 % der Gesamtbewertung)
Um ein Gefühl für die Benutzerfreundlichkeit zu bekommen, habe ich Folgendes berücksichtigt:
- Einfache Navigation
- Intuitive Benutzeroberfläche
- Wenig Schulungsaufwand
- Anpassbare Dashboards
- Zugang per Mobile-App
Onboarding (10 % der Gesamtbewertung)
Zur Beurteilung des Onboardings habe ich Folgendes beachtet:
- Verfügbarkeit von Erklärvideos
- Zugang zu interaktiven Produkttouren
- Verwendung von Onboarding-Vorlagen
- Verfügbarkeit von Webinaren
- Unterstützung durch Chatbots
Kundensupport (10 % der Gesamtbewertung)
Zur Beurteilung der Supportleistungen des Softwareanbieters habe ich diese Punkte einbezogen:
- 24/7-Kundendienst
- Mehrere Support-Kanäle
- Live-Chat-Support verfügbar
- Reaktionszeit auf Anfragen
- Zugriff auf Support-Dokumentation
Preis-Leistungs-Verhältnis (10 % der Gesamtbewertung)
Zur Einschätzung des Preis-Leistungs-Verhältnisses habe ich Folgendes berücksichtigt:
- Konkurrenzfähige Preismodelle
- Leistungsumfang im Basistarif
- Flexibilität der Preisstufen
- Kosten für Zusatzfunktionen
- Potenzial für Return-on-Investment
Kundenbewertungen (10 % der Gesamtbewertung)
Um ein Bild der allgemeinen Kundenzufriedenheit zu bekommen, habe ich beim Lesen von Nutzerbewertungen geachtet auf:
- Häufigkeit positiver Rückmeldungen
- Häufig genannte Probleme
- Nutzerzufriedenheit insgesamt
- Vergleiche mit Wettbewerbern
- Beständigkeit der Nutzerzufriedenheit
Warum nach einer Freshdesk-Alternative suchen?
Auch wenn Freshdesk eine wertvolle Helpdesk-Software ist, gibt es zahlreiche Gründe, warum Nutzer nach Alternativen suchen. Vielleicht suchen Sie eine Freshdesk-Alternative, weil …
- Sie mehr Anpassungsmöglichkeiten benötigen
- Ihr Budget begrenzt ist
- Sie über Freshdesks Möglichkeiten hinaus skalieren
- Sie bessere Integrationen wünschen
- Ihr Team lokale Rechenzentren benötigt
- Sie mit dem Kundensupport unzufrieden sind
Wenn einer dieser Punkte auf Sie zutrifft, sind Sie hier richtig. Meine Liste enthält mehrere Helpdesk-Software-Optionen, die besser geeignet sind für Teams, die mit Freshdesk vor diesen Herausforderungen stehen und nach Alternativen suchen.
Schlüsselfunktionen von Freshdesk-Alternativen
Hier sind einige der wichtigsten Funktionen von Freshdesk, damit Sie beurteilen können, welche Leistungen Ihre Alternative bieten sollte:
- Ticketsystem: Bearbeiten Sie Kundenanfragen effizient, indem alle Kommunikationen in Tickets umgewandelt werden, sodass nichts verloren geht.
- Team-Postfach: Arbeiten Sie im Team an einem gemeinsamen Ort zusammen, weisen Sie Aufgaben zu und verfolgen Sie deren Fortschritt.
- Automatisierung: Sparen Sie Zeit durch die Automatisierung repetitiver Aufgaben wie Ticket-Routing und Antwortvorlagen, damit Ihr Team sich auf komplexe Fälle konzentrieren kann.
- Self-Service-Portal: Ermöglichen Sie Ihren Kunden, selbst Antworten zu finden – mit einer anpassbaren Wissensdatenbank und häufig gestellten Fragen.
- KI-gestützte Chatbots: Bieten Sie sofortige Antworten auf Anfragen, verkürzen Sie Wartezeiten und steigern Sie die Zufriedenheit.
- Analytics und Berichte: Erhalten Sie Einblicke in Ihre Support-Prozesse durch ausführliche Berichte zu Ticket-Volumina, Mitarbeiterleistungen und Kundenzufriedenheit.
- Multi-Channel-Support: Kommunizieren Sie mit Kunden per E-Mail, Chat, Telefon und Social Media – alles über eine zentrale Plattform.
- Kundenfeedback-Tools: Sammeln und analysieren Sie Feedback, um Kundenbedürfnisse zu verstehen und Ihren Service zu verbessern.
- Anpassbare Dashboards: Gestalten Sie die Oberfläche so, dass die wichtigsten Informationen für den Workflow Ihres Teams im Fokus stehen.
- Zusammenarbeitsfunktionen: Nutzen Sie interne Notizen und Themenstränge, um sich teamintern über Tickets auszutauschen, ohne dass Kunden etwas davon merken.
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