10 concorrentes da Freshworks para atendimento ao cliente em 2026

Análises de alternativas à Freshworks

1. 

   1

   Hiver

   Best for managing support from Gmail inbox

   • Free plan available
   • From $35/user/month

   Visit Website

   Customer Rating:4.7/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Hiver transforms your Gmail inbox into a full-featured help desk for teams who manage customer queries through email. If you rely on Google Workspace and want simple, in-inbox tools for collaboration, assignment, and workflow automation, Hiver could help your team keep email support organized and efficient.

   Who Is Hiver Best For?

   Customer service teams using Google Workspace who want to handle support emails collaboratively without leaving Gmail.

   Why Hiver Is a Good Freshworks Competitor

   I picked Hiver because it lets support teams run a full help desk directly from Gmail. My team uses Hiver's shared inboxes to assign, track, and respond to customer emails without switching between platforms. I also appreciate the collision detection feature, which alerts us when two agents are replying to the same email thread simultaneously. In practice, that means fewer duplicated responses and a cleaner experience for customers.

   Hiver Key Features

   • Email tags: Categorize incoming emails using custom labels to sort and filter queries by type, priority, or status.
   • SLA management: Set response and resolution time targets so your team can track whether emails are being handled within agreed timelines.
   • Automation rules: Trigger automatic assignments or status changes based on conditions like sender, subject line, or keyword.
   • Analytics dashboard: View team-level metrics like open conversations, response times, and workload distribution across agents.

   Hiver Integrations

   Hiver offers native integrations with Salesforce, HubSpot, Jira, Asana, Slack, Shopify, and NetSuite. It also connects with Zapier and provides an API for custom integrations.

   Pros and Cons

   Pros:

   • No need to switch between platforms
   • Enables quick team email assignment
   • Closes automated thank you notes

   Cons:

   • Fewer advanced automation options
   • Limited outside Gmail-compatible environments
   Learn more about Hiver:

   • Check out Hiver on their website
   • Read my in-depth review of Hiver
2. 

   2

   Chatbase

   Best for building custom AI chatbots

   • 7-day free trial + free plan + free demo available
   • From $32/month (billed annually)

   Visit Website

   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Chatbase is an AI chatbot platform designed for support teams and businesses aiming to deliver automated, intelligent conversations at scale. It’s a solid option if you want to build customer-facing chat solutions that handle inquiries and improve self-service experiences.

   Who Is Chatbase Best For?

   Chatbase is a strong fit for CX teams and small to midsize businesses wanting to create and launch AI-driven chatbots without technical expertise.

   Why Chatbase Is a Good Freshworks Competitor

   I picked Chatbase because it makes building a custom AI chatbot genuinely accessible—you train it directly on your own data sources, like uploaded documents, website URLs, or knowledge base content. I appreciate that the chatbot's tone, behavior, and response scope can be fine-tuned to match your brand, which is something teams often struggle to do in more rigid support platforms. In practice, my team can go from raw documentation to a deployed support chatbot in a matter of hours. For CX teams moving away from Freshworks who want more control over how their AI handles customer conversations, that flexibility matters.

   Chatbase Key Features

   • AI model comparison: Test different AI models and configurations side by side to find the best fit for your support use case.
   • Smart escalation: Set natural-language instructions for when the agent should hand off conversations to a human via live chat or helpdesk ticket.
   • Multilingual support: Detect and respond in 80+ languages automatically using generative AI.
   • AI-powered guardrails: Prevent off-topic or inaccurate responses by setting boundaries on what the agent can and can't discuss.

   Chatbase Integrations

   Integrations include Shopify, WhatsApp, Instagram, Messenger, Slack, Calendly, and WordPress.

   Pros and Cons

   Pros:

   • No-code interface for non-technical users
   • Fast deployment for customer support scenarios
   • Easy to train chatbots using your data

   Cons:

   • Few options for advanced customization
   • Limited analytics and user insights
   Learn more about Chatbase:

   • Check out Chatbase on their website
3. 

   3

   monday service

   Best for customizable workflow automation

   • 14-day free trial
   • From $8/user/month (billed annually)

   Visit Website

   Customer Rating:4.6/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   If your team needs to design service workflows that fit unique processes, monday service offers flexible automation and customization options. This platform is a strong match for organizations that want to tailor ticket routing, approvals, and notifications to their exact needs. monday service stands out for its visual workflow builder and deep automation capabilities, helping service teams adapt quickly as requirements change.

   Why monday service Is a Good Freshworks Alternative

   For teams that want to build service processes around their own workflows, monday service offers a level of customization that’s hard to match. I picked monday service because its visual workflow builder lets you design ticket routing, escalations, and approvals exactly how your team works. The platform’s automation engine supports custom triggers and actions, so you can automate repetitive tasks and notifications without coding. These features make monday service a strong choice for organizations that need flexible, adaptable customer service operations beyond what Freshworks typically provides.

   monday service Key Features

   Some other features in monday service that support customer service teams include:

   • Customer Portal: Give customers a dedicated space to submit and track requests.
   • Knowledge Base Integration: Connect internal or external knowledge bases to support agents and customers.
   • Time Tracking: Monitor how much time is spent on each ticket or task.
   • Role-Based Permissions: Control access to boards, data, and actions based on user roles.

   monday service Integrations

   Integrations include Slack, Gmail, Microsoft Teams, GitLab, Mailchimp, Excel, Outlook, DocuSign, Google Drive, and Trello.

   Pros and Cons

   Pros:

   • Flexible board views
   • Fast onboarding process
   • Great cross-team collab

   Cons:

   • Not for complex routing
   • Basic SLA management
   Learn more about monday service:

   • Check out monday service on their website
   • Read my in-depth review of monday service
4. 

   4

   Adobe Workfront

   Best for managing complex service workflows

   • Not available
   • Pricing upon request

   Visit Website

   Customer Rating:4.3/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   When your team needs to coordinate complex service workflows across departments, Adobe Workfront offers advanced project and resource management tools. This platform is well-suited for large organizations or service teams handling high volumes of requests, approvals, and cross-functional projects. Adobe Workfront stands out for its workflow automation, configurable request queues, and deep reporting capabilities that help teams manage intricate service operations.

   Why Adobe Workfront Is a Good Freshworks Alternative

   If your service team manages complex, multi-step workflows, Adobe Workfront brings structure and visibility to every stage. I picked it because its configurable request queues and automated workflow routing help teams handle high volumes of service requests without losing track of priorities. The platform’s advanced resource management tools also let you allocate staff and track capacity across projects, which is especially useful for organizations with shifting workloads. These features make Adobe Workfront a strong choice for teams that need more control over intricate service processes than Freshworks typically provides.

   Adobe Workfront Key Features

   Some other features in Adobe Workfront that support service teams include:

   • Custom Forms: Build tailored intake forms to capture all necessary details for each type of service request.
   • Document Management: Store, share, and collaborate on files directly within projects to keep all assets organized.
   • Time Tracking: Log hours spent on tasks and projects to monitor workload and improve forecasting.
   • Audit Trails: Maintain a detailed record of all actions and changes for compliance and accountability.

   Adobe Workfront Integrations

   Integrations include Adobe Experience Manager, Adobe Creative Cloud, Adobe Express, Frame.io, GenStudio, Microsoft Teams, Microsoft Outlook, Jira, Slack, and Salesforce.

   Pros and Cons

   Pros:

   • Custom routing options
   • High resource visibility
   • Adobe suite integration

   Cons:

   • Clunky ticketing UI
   • Heavy enterprise pricing
   Learn more about Adobe Workfront:

   • Check out Adobe Workfront on their website
5. 

   5

   HubSpot Service Hub

   Best for teams using integrated CRM tools

   • Free demo + 14-day free trial
   • From CAD $10/user/month (billed annually)

   Visit Website

   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   If your team relies on CRM data to drive customer service, HubSpot Service Hub brings support and sales together in one platform. This tool is a strong fit for businesses that want to unify customer records, automate ticketing, and manage conversations across channels. HubSpot Service Hub stands out for its deep integration with HubSpot’s CRM, making it easier to deliver personalized support and track every customer interaction.

   Why HubSpot Service Hub Is a Good Freshworks Alternative

   For teams that want customer service software tightly connected to their CRM, HubSpot Service Hub is a strong choice. I picked it because its ticketing, live chat, and knowledge base features all work directly with HubSpot’s CRM, so agents always have customer context at their fingertips. The platform also lets you automate workflows based on CRM data, which helps teams deliver more personalized and efficient support. This makes HubSpot Service Hub especially useful for businesses that want to align service with sales and marketing.

   HubSpot Service Hub Key Features

   Some other features in HubSpot Service Hub that support customer service teams include:

   • Customer Feedback Surveys: Collect feedback directly from customers using built-in survey tools to measure satisfaction and identify areas for improvement.
   • Help Desk Automation: Set up rules to automatically assign, prioritize, and escalate tickets based on custom criteria.
   • Reporting Dashboard: Access real-time analytics and customizable reports to track team performance and service metrics.
   • Customer Portal: Give customers a self-service portal where they can view ticket status, submit new requests, and access knowledge base articles.

   HubSpot Service Hub Integrations

   Integrations include Gmail, Salesforce, Google Chat, Slack, Microsoft Teams, Zoom, Google Calendar, Outlook, WordPress, and Meta Ads.

   Pros and Cons

   Pros:

   • Strong self-serve portal
   • Easy to use interface
   • Unified customer views

   Cons:

   • Limited standalone power
   • Expensive premium tiers
   Learn more about HubSpot Service Hub:

   • Check out HubSpot Service Hub on their website
   • Read my in-depth review of HubSpot Service Hub
   • Explore best alternatives to HubSpot Service Hub
6. 

   6

   LeadSquared

   Best for lead capture and service integration

   • Free demo available
   • Pricing upon request

   Visit Website

   Customer Rating:4.4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   If your team needs to capture, track, and serve leads across multiple channels, LeadSquared is worth a look. This platform is built for businesses that want to tightly connect lead management with customer service workflows. LeadSquared stands out for organizations that need advanced lead capture, automated follow-ups, and seamless integration between sales and support teams.

   Why LeadSquared Is a Good Freshworks Alternative

   Unlike many customer service platforms, LeadSquared puts lead capture and service integration at the center of its offering. I picked LeadSquared because it lets you build custom lead forms, automate lead assignment, and trigger service workflows based on lead activity. The platform’s journey builder connects sales and support touchpoints, so teams can respond to leads and customers without missing a beat. If your business relies on both lead management and customer service, LeadSquared’s unified approach offers something Freshworks doesn’t.

   LeadSquared Key Features

   Some other features that make LeadSquared appealing include:

   • Task Management: Assign, track, and monitor tasks for sales and support teams within the platform.
   • Omnichannel Communication: Connect with leads and customers through email, SMS, phone, and WhatsApp from a single interface.
   • Customizable Dashboards: Build dashboards to visualize sales, service, and engagement metrics in real time.
   • Role-Based Access Controls: Set permissions and access levels for different team members to protect sensitive data.

   LeadSquared Integrations

   Integrations include Microsoft Teams, WhatsApp, Zoom, Facebook Lead Ads, Google Ads, JustCall, Exotel, Shopify, Razorpay, and Twilio.

   Pros and Cons

   Pros:

   • Fast portal deployment
   • Works offline on mobile
   • Good automation rules

   Cons:

   • Lacks robust service AI
   • Weak omnichannel tools
   Learn more about LeadSquared:

   • Check out LeadSquared on their website
7. 

   7

   Bitrix24

   Best for built-in collaboration features

   • Free plan + 15-day cloud trial + 30-day On-Premise trial + free demo available
   • From $69/month

   Visit Website

   Customer Rating:4.2/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Teams looking for customer service software with strong collaboration tools often consider Bitrix24. This platform combines ticketing, live chat, and internal communication features in one workspace, making it a fit for businesses that want to keep support and teamwork tightly connected. Bitrix24 is especially useful for organizations that need to coordinate across departments while handling customer inquiries.

   Why Bitrix24 Is a Good Freshworks Alternative

   If your team needs customer service software with built-in collaboration, Bitrix24 is worth a close look. I picked Bitrix24 because it combines customer support tools with features like shared workspaces, group chat, and task management, all in one platform. These collaboration tools help support agents communicate internally and resolve customer issues faster. For businesses that want to break down silos between support and other departments, Bitrix24 offers a unified environment Freshworks doesn’t match.

   Bitrix24 Key Features

   Some other features that make Bitrix24 appealing include:

   • Omnichannel Contact Center: Manage customer messages from email, live chat, social media, and messengers in one inbox.
   • CRM Integration: Track customer interactions and history directly within the support workspace.
   • Automated Workflows: Set up rules to route tickets, assign tasks, and trigger notifications automatically.
   • Self-Service Portal: Let customers find answers and submit requests through a branded online portal.

   Bitrix24 Integrations

   Integrations include WordPress, WooCommerce, Stripe, Twilio, CallGear, LexOffice, WhatsApp, Telegram, and Instagram.

   Pros and Cons

   Pros:

   • On-premise option exists
   • Built-in CRM and tasks
   • Strong social intranet

   Cons:

   • Weak dedicated ticketing
   • Jack of all trades flaw
   Learn more about Bitrix24:

   • Check out Bitrix24 on their website
   • Read my in-depth review of Bitrix24
8. 

   8

   Zendesk

   Best for omnichannel support capabilities

   • 14-day free trial
   • From $19/user/month (billed annually)

   Visit Website

   

   For teams that need to manage customer conversations across multiple channels, Zendesk brings all your support interactions into one unified workspace. This platform is a strong fit for businesses that want to offer chat, email, social, and voice support without juggling separate tools. Zendesk stands out for its omnichannel ticketing, integrated messaging, and automation features that help service teams deliver consistent experiences everywhere customers reach out.

   Why Zendesk Is a Good Freshworks Alternative

   When your team needs to support customers across chat, email, social, and voice, Zendesk brings every channel together in a single workspace. I picked Zendesk because its omnichannel ticketing system lets agents manage all conversations without switching tools or losing context. The platform’s integrated messaging and unified customer profiles help teams deliver consistent, personalized support no matter where customers reach out. These features make Zendesk a strong choice for businesses that want to centralize and coordinate service across multiple channels, something Freshworks users often look for.

   Zendesk Key Features

   Some other features in Zendesk that support service teams include:

   • Help Center Builder: Create and manage a branded self-service knowledge base for customers.
   • AI-Powered Ticket Suggestions: Use AI to recommend relevant articles and responses to agents during ticket handling.
   • Customizable Workflows: Set up triggers, automations, and macros to standardize repetitive support processes.
   • SLA Management: Track and enforce service level agreements directly within the ticketing system.

   Zendesk Integrations

   Integrations include Salesforce, Slack, Microsoft Teams, Shopify, Jira, Mailchimp, Google Analytics, Zoom, Trello, and Talkdesk.

   Pros and Cons

   Pros:

   • Great enterprise scaling
   • Advanced AI macro tools
   • Highly customizable UI

   Cons:

   • Overwhelming for SMBs
   • Support can be slow
   Learn more about Zendesk:

   • Check out Zendesk on their website
   • Explore best alternatives to Zendesk
9. 

   9

   Zoho Desk

   Best for AI-powered ticket prioritization

   • 15-day free trial
   • From $14/user/month (billed annually)

   Visit Website

   

   Zoho Desk is a customer service software that helps businesses manage customer support tasks efficiently. It's primarily used by support teams and managers looking to enhance their service operations.

   Why Zoho Desk Is a Good Freshworks Alternative

   Zoho Desk offers AI-powered assistance, providing your team with context-aware help and automated responses to common queries. Its multichannel support ensures you can handle inquiries from email, phone, and social media in one place. The platform's self-service portals let customers find answers independently. These features make it a strong choice for teams seeking intelligent and efficient service management.

   Zoho Desk Key Features

   Some other features in Zoho Desk that help support teams include:

   • Multi-Brand Help Center: Manage separate knowledge bases and portals for different brands from one account.
   • Customizable Ticket Layouts: Tailor ticket fields and forms to match your team’s workflow.
   • Time Tracking: Log and monitor the time agents spend on each ticket.
   • Workflow Automation: Set up rules to automate repetitive tasks like ticket assignment and status updates.

   Zoho Desk Integrations

   Integrations include Zoho CRM, Jira, Slack, Salesforce, Microsoft Teams, and HubSpot.

   Pros and Cons

   Pros:

   • Highly customizable UI
   • Good sentiment analysis
   • Seamless Zoho ecosystem

   Cons:

   • Weak outside Zoho sync
   • Setup takes longer
   Learn more about Zoho Desk:

   • Check out Zoho Desk on their website
10. 

    10

    Front

    Best for shared inbox management

    • 14-day free trial + free demo available
    • From $25/seat/month (billed annually)

    Visit Website

    

    Managing high volumes of customer emails and messages is easier with Front. This platform is designed for teams that need to organize, assign, and collaborate on shared inboxes without losing track of conversations. Front stands out for businesses that want granular control over email workflows and real-time visibility into every customer interaction.

    Why Front Is a Good Freshworks Alternative

    For teams that need advanced shared inbox management, Front offers a focused solution that Freshworks doesn’t match. I picked Front because it lets you assign, comment on, and track customer emails in real time, all within a single collaborative workspace. Features like conversation ownership and internal discussion threads help teams avoid duplicate replies and keep everyone aligned. If your business relies on email as a primary support channel, Front’s shared inbox tools give you the control and transparency Freshworks users often look for.

    Front Key Features

    Some other features that make Front appealing include:

    • Analytics Dashboard: Track team performance and response times with built-in reporting tools.
    • Canned Responses: Create and use pre-written replies to answer common customer questions quickly.
    • Rules-Based Automation: Set up custom rules to automatically route, tag, or archive messages based on specific criteria.
    • Multi-Channel Messaging: Manage conversations from email, SMS, and social media in one unified inbox.

    Front Integrations

    Integrations include Salesforce, Jira, Trello, Aircall, Dialpad, Instagram, Zoho CRM, Microsoft SharePoint, and OnePageCRM.

    Pros and Cons

    Pros:

    • Easy to adopt quickly
    • Stops duplicate replies
    • Great team collaboration

    Cons:

    • Expensive for what it is
    • Lacks advanced routing
    Learn more about Front:

    • Check out Front on their website