16 Best Freshdesk Alternatives Reviewed In 2024
Best Freshdesk Alternatives Shortlist
Here's my pick of the 10 best software from the 16 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
Freshdesk is a popular help desk software that’s known for its intuitive user interface and efficient ticketing system. But some users might seek an alternative to Freshdesk due to its pricing structure or its limited customization options.
Using my experience with customer experience software, I tested and compared several of the top Freshdesk alternatives available. From there, I compiled my results into detailed reviews to help you find the best software for your unique needs.
What Is Freshdesk?
Freshdesk is a help desk software designed to simplify customer support tasks. It's commonly used by customer service professionals and support teams to manage inquiries and improve response times.
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Key features, such as ticket automation, a user-friendly interface, and team collaboration tools help businesses efficiently handle customer issues and enhance user satisfaction. Overall, Freshdesk is a straightforward solution for managing customer support operations while streamlining business processes.
Why Look for a Freshdesk Alternative?
While Freshdesk is a valuable help desk software, there are a number of reasons why some users seek out alternative solutions. You might be looking for a Freshdesk alternative because…
- You need more customization
- Your budget is limited
- You're scaling beyond Freshdesk's capabilities
- You want better integration options
- Your team needs local data centers
- You're dissatisfied with customer support
If any of these sound like you, you’ve come to the right place. My list contains several help desk software options that are better suited for teams facing these challenges with Freshdesk and looking for alternative solutions.
Best Freshdesk Alternatives Summary
This comparison chart summarizes pricing details for my top Freshdesk alternatives to help you find the best one for your budget and business needs.
| Tools | Price | |
|---|---|---|
| Tidio | From $29/month | Website |
| Help Scout | From $22/user/month (billed annually) | Website |
| Intercom | From $74/month (billed annually) | Website |
| HappyFox | From $29/user/month | Website |
| Desku.io | From $19/seat/month (billed annually) | Website |
| Kayako | From $15/user/month (billed annually) | Website |
| Front | From $19/user/month (billed annually) | Website |
| HubSpot Service Hub | From $15/seat/month (billed annually) | Website |
| Zendesk | From $19/agent/month (billed annually) | Website |
| LiveAgent | From $9/user/month (billed annually) | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
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Best Freshdesk Alternatives Reviews
Below are my detailed summaries of the best Freshdesk alternatives that made it onto my shortlist. My reviews offer a detailed look at the key features, pros & cons, integrations, and ideal use cases of each tool to help you find the best fit.
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:
- Real-time visitor interaction
- Quick chatbot setup
- Customizable chat widgets
Cons:
- Can be overwhelming for new users
- Not ideal for large businesses
Help Scout is a customer service solution designed for small to medium-sized businesses, helping teams manage customer inquiries and enhance support efficiency. It focuses on delivering simple yet effective tools to improve customer interactions.
Why Help Scout is a good Freshdesk alternative: Help Scout is ideal for small teams needing simplicity in their support operations. Its straightforward interface reduces the learning curve, allowing your team to get started quickly. The platform also provides essential support features without the complexity of larger systems, enhancing its ease of use for organizations of all sizes.
Standout features & integrations:
Features include a shared inbox that enables teams to manage conversations collaboratively, a built-in knowledge base, messaging tools to provide personalized responses, and reporting tools for insights into interactions and team performance.
Integrations include Slack, Mailchimp, HubSpot, Salesforce, Shopify, WooCommerce, Magento, WordPress, Google Workspace, and Jira.
Pros and cons
Pros:
- Quick onboarding
- Effective customer interaction tools
- Simple user interface
Cons:
- Basic reporting capabilities
- Limited advanced features
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
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
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
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
Front is a communication platform that centralizes emails, messages, and other interactions into a shared inbox, primarily serving teams looking to improve collaboration and efficiency. It focuses on making communication transparent and organized, enabling better team collaboration.
Why Front is a good Freshdesk alternative: Front offers a unified inbox that brings all your team's communications together, making it easier to collaborate on customer inquiries. Its real-time collaboration features let your team work together on responses without confusion. You can also assign conversations to specific team members, ensuring accountability and clarity. This approach heavily supports teamwork, which is a key difference compared to Freshdesk.
Standout features & integrations:
Features include a shared inbox that allows team members to collaborate on customer queries, message assignments to help improve accountability, and personalized templates and analytics to provide insights into response times and team performance.
Integrations include Salesforce, Slack, HubSpot, Asana, Trello, Twitter, Zapier, Aircall, Calendly, and Dropbox.
Pros and cons
Pros:
- Supports multiple communication channels
- Conversation assignment features
- Great for team collaboration
Cons:
- Learning curve for advanced features
- Can be overwhelming for small teams
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
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
LiveAgent is a help desk software designed to provide businesses with a comprehensive support platform through multiple channels. It caters to support teams needing to manage interactions across email, chat, phone, and social media.
Why LiveAgent is a good Freshdesk alternative: LiveAgent offers omnichannel customer service, enabling your team to manage inquiries from various platforms in one interface. Its real-time chat features help you engage with customers instantly. The software also provides call center capabilities, allowing for voice support alongside other communication methods. These functionalities make it a versatile option if you're looking for more advanced service solutions beyond Freshdesk.
Standout features & integrations:
Features include a ticketing system that centralizes customer inquiries from multiple channels, live chat that enables real-time customer interactions, and a call center functionality that supports phone-based inquiries.
Integrations include Slack, Shopify, Mailchimp, Google Analytics, Salesforce, WordPress, Magento, Zapier, HubSpot, and Zendesk.
Pros and cons
Pros:
- Offers call center features
- Real-time chat capabilities
- Supports multiple communication channels
Cons:
- Not ideal for very large enterprises
- Limited customization options
Other Freshdesk Alternatives
Here are some additional Freshdesk alternatives that didn’t make it onto my shortlist, but are still worth checking out:
- HelpDesk
Best for multichannel support
- Hiver
Best for Gmail integration
- Issuetrak
Best for incident tracking
- monday Service
Best for project management integration
- Zoho Desk
Best for workflow automation
- Odoo Helpdesk
Best for modular business solutions
Freshdesk Alternatives Selection Criteria
When selecting the best Freshdesk alternatives to include in this list, I considered common buyer needs and pain points related to help desk software products, like scalability and customization options. I also used the following framework to keep my evaluation structured and fair:
Core Functionality (25% of total score)
To be considered for inclusion in this list, each solution had to fulfill these common use cases:
- Manage customer inquiries
- Automate ticket routing
- Enable multi-channel support
- Track support performance
- Provide a knowledge base
Additional Standout Features (25% of total score)
To help further narrow down the competition, I also looked for unique features, such as:
- AI-driven support options
- Customizable user interface
- Advanced reporting tools
- Integration with CRM systems
- Omnichannel communication capabilities
Usability (10% of total score)
To get a sense of the usability of each system, I considered the following:
- Easy navigation
- Intuitive interface
- Minimal training required
- Customizable dashboards
- Mobile app accessibility
Onboarding (10% of total score)
To evaluate the onboarding experience for each platform, I considered the following:
- Availability of training videos
- Access to interactive product tours
- Use of onboarding templates
- Availability of webinars
- Support from chatbots
Customer Support (10% of total score)
To assess each software provider’s customer support services, I considered the following:
- 24/7 customer service availability
- Multiple support channels
- Availability of live chat support
- Response time for inquiries
- Access to support documentation
Value For Money (10% of total score)
To evaluate the value for money of each platform, I considered the following:
- Competitive pricing plans
- Features included in base plans
- Flexibility of pricing tiers
- Cost of additional features
- Return on investment potential
Customer Reviews (10% of total score)
To get a sense of overall customer satisfaction, I considered the following when reading customer reviews:
- Frequency of positive feedback
- Commonly reported issues
- User satisfaction levels
- Comparison with competitors
- Consistency of user experience satisfaction
Key Features of Freshdesk Alternatives
Here are some of the key features of Freshdesk to help you determine what services your alternative should offer:
- Ticketing System: Manage customer inquiries efficiently by converting all communications into tickets, ensuring nothing falls through the cracks.
- Team Inbox: Collaborate with your team in a shared space where you can assign tasks and track progress.
- Automation: Save time by automating repetitive tasks like ticket routing and response templates, allowing your team to focus on complex issues.
- Self-Service Portal: Empower your customers to find answers on their own with a customizable knowledge base and frequently asked questions.
- AI-Powered Chatbots: Provide instant responses to customer queries, reducing wait times and improving satisfaction.
- Analytics and Reporting: Gain insights into your support operations with detailed reports on ticket volumes, agent performance, and customer satisfaction.
- Multi-Channel Support: Interact with customers across email, chat, phone, and social media from a single platform.
- Customer Feedback Tools: Collect and analyze feedback to understand customer needs and improve service.
- Customizable Dashboards: Tailor the interface to display the most relevant information for your team’s workflow.
- Collaboration Features: Use internal notes and threads to discuss tickets with your team without affecting customer-facing interactions.
What’s Next?
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