2026’da Destek İçin En İyi 10 Zoho Desk Alternatifi Araç

En İyi Zoho Desk Alternatifleri İncelemeleri

1. 

   1

   Freshdesk

   Best for AI-assisted multilingual support

   • 14-day free trial available
   • From $29/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.

   

   Freshdesk Omni is an omnichannel customer service platform that brings email, chat, social messaging, and AI-powered automation into a single agent workspace—making it a strong fit for support teams that need to manage high conversation volumes across multiple channels without losing context.

   Who Is Freshdesk Omni Best For?

   Freshdesk Omni is a strong fit for support teams handling customers across multiple languages and messaging channels from a single workspace.

   Why I Picked Freshdesk Omni

   I picked Freshdesk Omni because it handles multilingual support in a way that's genuinely practical: the Live Translate feature lets agents translate ticket conversations in real time directly from the ticket view, so a single agent can support customers across languages without rerouting. I also appreciate how Freddy AI Agent can be configured to respond in multiple languages automatically across chat, WhatsApp, and email, cutting down on manual triage. The multilingual knowledge base adds another layer, letting teams organize content by language so customers self-serve in their own language before a ticket is ever created.

   Freshdesk Omni Key Features

   • SLA management: Automatically tracks response and resolution deadlines per ticket, with configurable policies that vary by priority, channel, or customer type.
   • Collision detection: Alerts agents when another team member is already viewing or replying to the same ticket, preventing duplicated effort.
   • CSAT survey module: Sends configurable customer satisfaction surveys on ticket resolution via email, Web Chat, WhatsApp, Instagram, or Facebook, with filterable trend reports.
   • Freddy AI Insights: Analyzes support trends, surfaces proactive alerts, and runs root-cause analysis on issues like declining CSAT or rising SLA breaches (Enterprise plan).

   Freshdesk Omni Integrations

   Freshdesk Omni supports 1,200+ claimed ticketing integrations, with Marketplace integrations including Slack, Microsoft Teams, Google Calendar, Atlassian Jira Plus, and Freshsales Suite. REST APIs and webhooks support custom integrations.

   Pros and Cons

   Pros:

   • CSAT and SLA insights guide service improvements
   • Shared inbox keeps cross-channel tickets visible
   • Live translation reduces bilingual-agent handoffs

   Cons:

   • Channel follow-ups can create duplicate tickets
   • AI sometimes gives wrong answers or actions
   Learn more about Freshdesk:

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

   2

   SparrowDesk

   Best for an AI copilot assistant

   • Free plan + 14-day trial + free demo available
   • From $16/agent/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.

   

   SparrowDesk is an AI-powered customer support platform that centralizes email, live chat, and messaging channels in one inbox, making it a practical fit for small businesses and growing support teams that want smarter ticket management without the complexity of a large suite.

   Who Is SparrowDesk Best For?

   SparrowDesk is a strong fit for small and growing support teams that want AI-assisted ticket handling without the overhead of a large, complex platform.

   Why I Picked SparrowDesk

   I've included SparrowDesk in my top picks because its AI Copilot lives directly inside the agent inbox, so my team isn't switching tabs to get help mid-conversation. I particularly like how Copilot can summarize long ticket threads instantly, which is a real time-saver when an agent picks up an escalated conversation cold. The in-inbox AI assistance pairs well with Zoona, SparrowDesk's AI agent that handles repetitive queries before they ever reach a human.

   SparrowDesk Key Features

   • No-code workflow builder: A drag-and-drop interface lets you create automated workflows using event triggers, conditions, and routing rules without writing code.
   • SLA management: Set response and resolution targets by priority or ticket attributes, with automatic reminders and escalation emails when deadlines approach.
   • CSAT surveys: Automatically send customizable satisfaction surveys after a support interaction closes and view each rating alongside its conversation.
   • Custom reports: Build tailored reports by selecting metrics across conversations, agents, SLAs, and CSAT, then apply filters and chart breakdowns to surface the data you need.

   SparrowDesk Integrations

   SparrowDesk offers native integrations with Zoho CRM, Salesforce, HubSpot, Pipedrive, Slack, WhatsApp, Shopify, Jira, Linear, and Asana. It supports REST API, webhooks, MCP, JavaScript, React, iOS, and Android SDKs, plus Zapier.

   Pros and Cons

   Pros:

   • Reports drill down to underlying conversations
   • Intuitive routing and SLA rule setup
   • Copilot summarizes long tickets in agent inbox

   Cons:

   • Knowledge editor lacks advanced formatting
   • Complex workflows offer limited configuration
   Learn more about SparrowDesk:

   • Check out SparrowDesk on their website
   • Read my in-depth review of SparrowDesk
3. 

   3

   Help Scout

   Best for managing high volumes of inquiries

   • Free plan + 15-day free trial + free demo available
   • From $25/user/month (billed annually)

   Visit Website

   Customer Rating:4.5/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Help Scout is a customer support platform built around a shared inbox that brings email, chat, and social conversations together—making it a natural fit for small to mid-sized teams that want an intuitive, email-like alternative to more complex help desk tools.

   Who Is Help Scout Best For?

   Help Scout is a strong fit for small to mid-sized support teams that prioritize a clean, email-like experience over deep configuration.

   Why I Picked Help Scout

   I picked Help Scout as one of the best because it's genuinely built to absorb high conversation volumes without things slipping through the cracks. The shared Inbox uses collision detection to flag when two agents are viewing the same conversation, and automatic workflows can silently tag, route, and assign incoming emails before anyone has to touch them. I also rely on SLA policies to keep response and resolution times measurable across the whole team, which is something you feel immediately when volume spikes.

   Help Scout Key Features

   • Collision detection: Flags when two agents are viewing or typing in the same conversation to prevent duplicate replies.
   • Scout AI agent: Automatically resolves customer questions using connected knowledge sources like your help center or website, with built-in escalation to a human agent.
   • Beacon widget: Embeds a customizable support hub on your website or app, surfacing help articles, live chat, contact forms, and proactive messages in one place.
   • Signal analytics: Organizes conversations into topics and tracks trends across Inboxes, channels, and teams to surface recurring issues and performance patterns.

   Help Scout Integrations

   Help Scout offers 100+ marketplace integrations, including Salesforce, HubSpot, Jira, Slack, Shopify, WhatsApp, and Aircall. It also provides Inbox, Chat, and Docs APIs, webhooks, Apps, MCP, and Zapier.

   Pros and Cons

   Pros:

   • Email-like inbox feels simpler than Zoho Desk
   • Workflows auto-tag and route incoming conversations
   • Collision alerts help prevent duplicate replies

   Cons:

   • Phone support depends on external call tools
   • Reporting lacks depth for granular team analysis
   Learn more about Help Scout:

   • Check out Help Scout on their website
   • Read my in-depth review of Help Scout
4. 

   4

   eDesk

   Best for ecommerce inbox management

   • 14-day free trial + free demo available
   • From $45/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.

   

   eDesk is an ecommerce-focused helpdesk that pulls customer messages, orders, and tracking details from 300+ marketplaces and sales channels into one inbox, making it a natural fit for online sellers who need to manage multi-channel support without juggling multiple seller accounts.

   Who Is eDesk Best For?

   eDesk is a strong fit for multichannel ecommerce sellers who need customer messages, orders, and tracking details from dozens of marketplaces in one place.

   Why I Picked eDesk

   I picked eDesk as one of the best because it's built specifically for multichannel ecommerce sellers in a way that Zoho Desk simply isn't. When a customer messages about an Amazon order, eDesk pulls that order's status, tracking details, and history directly into the ticket view without any custom API work. I also love that the AI Agent can handle routine requests like refund inquiries and order status checks using your actual procedures and brand tone, across all your connected channels simultaneously.

   eDesk Key Features

   • Collision detection: Alerts agents when another team member is already viewing or replying to the same ticket, preventing duplicate responses.
   • CSAT surveys: Automatically sends customer satisfaction surveys after ticket resolution, with results available in the reporting dashboard.
   • SLA rules and escalation: Lets you set response-time targets by channel or priority and automatically escalates tickets that are at risk of breaching those targets.
   • Role-based access controls: Assigns permissions by role so agents, managers, and administrators each see and act on only what their role requires.

   eDesk Integrations

   eDesk offers 300+ native marketplace, webstore, and social-channel integrations, including Amazon, eBay, Shopify, Magento, WooCommerce, Instagram, WhatsApp Business, and Aircall. It also provides a REST API and webhooks for custom integrations.

   Pros and Cons

   Pros:

   • Reviewers praise shared inbox and support
   • Automation handles repeat order-status questions
   • Order context stays beside marketplace tickets

   Cons:

   • AI suggestions can miss technical-product context
   • Reporting offers limited agent-level detail
   Learn more about eDesk:

   • Check out eDesk on their website
   • Read my in-depth review of eDesk
5. 

   5

   Missive

   Best with guest access for external collaboration

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

   Visit Website

   Customer Rating:4.8/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Missive is a collaborative inbox platform that appeals to small teams wanting to manage email, SMS, WhatsApp, and live chat in one shared workspace—without the complexity of a traditional help desk.

   Who Is Missive Best For?

   Missive suits small teams that need a shared inbox for email, chat, and social channels but don't require a formal ticketing system.

   Why I Picked Missive

   I picked Missive as one of the best Zoho Desk alternatives because of how it handles guest access for external collaboration. You can invite contractors, clients, or agency partners into specific conversations without giving them a full seat, which means your external stakeholders can weigh in on a support thread without ever getting access to your broader inbox. I also appreciate the shared drafting feature, where multiple teammates can co-write a reply in real time before it goes out.

   Missive Key Features

   • AI rules: Automatically analyze incoming emails and trigger actions like task creation or conversation escalation based on message content.
   • Workload balancing: Distribute incoming conversations across your team using round-robin, least-busy-first, all-at-once, or random assignment.
   • Canned responses with variables: Build reusable reply templates with dynamic variable fields to personalize outgoing messages at scale.
   • Multi-channel unified inbox: Manage email, SMS, WhatsApp, Live Chat, Messenger, and Instagram conversations from one shared workspace.

   Missive Integrations

   Missive offers 25+ native integrations, including HubSpot, Salesforce, Pipedrive, Shopify, Aircall, Dialpad, Asana, ClickUp, and Trello, plus Zapier. It also supports API, MCP, webhooks, and custom iFrame integrations.

   Pros and Cons

   Pros:

   • Unified inbox coordinates email, chat, and social
   • Shared drafts prevent duplicate or conflicting replies
   • Guest access brings external collaborators into conversations

   Cons:

   • No customer-facing knowledge base for self-service
   • No native ticket numbers or SLA management
   Learn more about Missive:

   • Check out Missive on their website
6. 

   6

   Desk365

   Best for Microsoft Teams integration

   • Free plan + 21-day trial + demo available
   • From $12/user/month (billed annually)

   Visit Website

   Customer Rating:4.8/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Desk365 is a helpdesk platform built natively for Microsoft 365 that lets teams manage customer and IT support tickets directly inside Microsoft Teams, making it a natural fit for organizations already running their work inside the Microsoft ecosystem.

   Who Is Desk365 Best For?

   Desk365 is a strong fit for IT and support teams already working inside Microsoft 365, where managing tickets directly in Teams is a priority.

   Why I Picked Desk365

   I picked Desk365 because it's genuinely built around Microsoft Teams, not just bolted onto it. My team can create, track, and respond to tickets without ever leaving Teams, and direct messages or channel conversations can be converted into tickets instantly. I also appreciate that the AI Agent deploys directly into Teams, so routine questions get answered in the same space where my team already works.

   Desk365 Key Features

   • SLA reminders and escalations: Automatically sends reminders and escalation notifications when tickets are approaching or have breached defined service-level agreements.
   • CSAT and NPS surveys: Collects customer satisfaction ratings on configurable scales after ticket resolution, with survey results available in the reporting area.
   • Role-based permissions and password policies: Lets admins set feature access by agent role and configure password complexity, expiration, session timeouts, and automatic sign-outs.
   • Asset lifecycle management: Tracks hardware, software, and consumables from procurement through depreciation, with records for vendors, locations, and procurement history.

   Desk365 Integrations

   Desk365 offers native Microsoft ecosystem integrations, including Microsoft Teams, Microsoft Entra ID, Power Automate, Microsoft 365 Copilot, and Intune. It also connects with Asana, Microsoft Planner, Azure DevOps, Jira, and Power BI, with REST API and webhook support.

   Pros and Cons

   Pros:

   • AI-generated knowledge articles support self-service
   • Responsive help resolving setup issues
   • Clearer ticket routing and SLA escalation

   Cons:

   • No native phone or social support channels
   • Basic reports limit deeper performance analysis
   Learn more about Desk365:

   • Check out Desk365 on their website
7. 

   7

   Botpress

   Best for AI-native ticket resolution

   • Free plan + free trial + free demo available
   • From $150/month (billed annually)

   Visit Website

   Customer Rating:4.5/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Botpress is an AI agent platform that doubles as a full helpdesk through Botpress Desk, making it a strong fit for support teams that want AI to handle ticket resolution end-to-end rather than just assist human agents.

   Who Is Botpress Best For?

   Botpress is a strong fit for support teams that want AI to resolve tickets autonomously, with human agents handling only the cases that genuinely need them.

   Why I Picked Botpress

   I've included Botpress in my top picks because it treats AI resolution as the default, not a add-on. Before an agent ever opens a ticket, Botpress Desk pulls in CRM context, billing history, and past similar cases, then suggests a likely cause and fix. The AI can also take real actions like processing refunds or account updates autonomously, which means your agents are only handling the cases that genuinely need a human.

   Botpress Key Features

   • Omnichannel inbox: Manage conversations from webchat, email, WhatsApp, Slack, Instagram, Telegram, and Facebook Messenger in a single shared inbox.
   • Ticket enrichment: Before an agent opens a ticket, Botpress pulls in CRM data, billing history, and past similar cases to suggest a likely cause and resolution.
   • SLA management: Set SLA rules scoped to individual bots, with automated notifications and clocks that start when a ticket is escalated to a human agent.
   • Knowledge base with AI sourcing: Build a public Help Center that pulls content from Notion, Confluence, Google Drive, SharePoint, and more, feeding both the AI and your human agents.

   Botpress Integrations

   Botpress offers integrations with Zendesk, Intercom, HubSpot, Salesforce, Zoho SalesIQ, Shopify, Jira, Slack, and other documented platforms. It also supports REST API, webhooks, ADK/SDK, MCP, and Zapier connections for custom workflows.

   Pros and Cons

   Pros:

   • AI-to-human handoffs retain conversation context
   • Enrichment gives agents account and billing context
   • AI handles routine tickets before escalation

   Cons:

   • Reviewers report basic analytics and limited exports
   • No direct Zoho Desk migration path
   Learn more about Botpress:

   • Check out Botpress on their website
8. 

   8

   Intercom

   Best for AI-first service

   • 14-day free trial + demo available
   • From $19/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.

   

   Intercom is an AI-first helpdesk that unifies customer conversations from email, live chat, phone, and social channels into a shared inbox—making it a strong fit for support teams that want AI automation, omnichannel coverage, and ticketing all in one platform.

   Who Is Intercom Best For?

   Intercom is a strong fit for mid-market support teams that want AI automation and omnichannel conversations managed from a single inbox.

   Why I Picked Intercom

   I picked Intercom as one of the best Zoho Desk alternatives because it's built from the ground up around AI, not bolted on as an afterthought. Its Fin AI Agent resolves customer questions autonomously across every channel in the shared inbox, while Copilot works alongside agents in real time, surfacing answers, drafting replies, and summarizing conversations so teammates spend less time digging and more time resolving.

   Intercom Key Features

   • Omnichannel shared inbox: Consolidates conversations from email, live chat, phone, SMS, WhatsApp, Instagram, Facebook, Slack, and Discord into one workspace.
   • Ticket portal: Gives customers a central portal to view, track, and act on their open tickets without contacting support.
   • Knowledge Hub: Centralizes internal articles, past conversations, PDFs, and third-party content sources so both AI and agents draw from the same pool.
   • Custom reporting dashboards: Lets teams build reports with customizable layouts, charts, filters, and targets beyond the 12 pre-built options.

   Intercom Integrations

   Intercom offers 450+ first- and third-party integrations, including marketplace integrations with Salesforce, HubSpot CRM, Shopify, Stripe, Jira, Twilio, and Slack. It also provides REST APIs, SDKs, and webhooks for custom integrations.

   Pros and Cons

   Pros:

   • Configurable workflows prioritize ticket triage
   • Unified inbox keeps channel context beside tickets
   • AI triage summarizes conversations and autofills tickets

   Cons:

   • Support delays can leave account issues unresolved
   • High seat costs can burden growing teams
   Learn more about Intercom:

   • Check out Intercom on their website
   • Read my in-depth review of Intercom
   • Explore best alternatives to Intercom
9. 

   9

   Deskpro

   Best for multilingual support

   • Free demo available
   • From $39/user/month

   Visit Website

   Customer Rating:4.5/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

   

   Deskpro is a help desk platform that unifies email, chat, voice, social, and messaging channels in one workspace, making it a strong fit for support teams that need omnichannel ticket management, AI-assisted workflows, and deep integration flexibility without switching between tools.

   Who Is Deskpro Best For?

   Deskpro is a strong fit for support teams that handle customers across multiple languages, regions, or brands from a single workspace.

   Why I Picked Deskpro

   I picked Deskpro as one of the best Zoho Desk alternatives because it handles multilingual support in a way that's genuinely built into the product, not bolted on. Teams serving customers across regions can publish localized Help Center content, run multilingual search inside the Messenger widget, and get AI-generated ticket summaries and draft replies in non-English languages. I especially appreciate that incoming tickets can be routed by detected language automatically, so the right agent picks up the conversation without manual triage.

   Deskpro Key Features

   • Multi-step workflow automation: Build branching, conditional workflows with no automation-volume cap, available across all plans.
   • 150+ built-in reports: Access pre-built reports covering ticket volume, agent activity, resolution rates, and customer satisfaction across channels.
   • Role-based permissions and SSO: Control agent and customer access separately with granular permissions and SSO support via Okta, SAML, Azure, and more.
   • Native VoIP with call routing: Handle inbound and outbound calls directly in the platform with IVR, call recordings, round-robin distribution, and work-shift rules.

   Deskpro Integrations

   Deskpro offers marketplace integrations with Salesforce, HubSpot, Jira, Slack, Microsoft Teams, Shopify, and WooCommerce, plus REST API, webhooks, and a JavaScript and HTML app framework for custom connections. Zapier connects Deskpro to 1,000+ apps.

   Pros and Cons

   Pros:

   • Branching workflows have no automation-volume cap
   • Shared channel history helps agents manage context
   • Multilingual content and AI replies support global teams

   Cons:

   • Article editor bugs can lose edits
   • Ticket searches and inboxes can lag
   Learn more about Deskpro:

   • Check out Deskpro on their website
10. 

    10

    Kayako

    Best for automating tasks

    • Not available
    • Pricing upon request

    Visit Website

    Customer Rating:4/5This rating combines scores from multiple user review sites to reflect overall customer sentiment about the product.

    

    Kayako is a customer service software designed to help teams automate their support processes and manage customer interactions efficiently. It's used by businesses that want to enhance their support capabilities with automation.

    Why Kayako is a good Zoho Desk Alternative: Kayako offers a live chat function that allows your team to engage with customers in real-time. Its automation features help reduce repetitive tasks, giving your team more time for complex inquiries.

    The shared inbox ensures all team members are on the same page, improving communication and collaboration. Additionally, Kayako's customer journey mapping helps your team understand customer interactions and improve service delivery.

    Standout features & integrations:

    Features include a knowledge base for self-service support, ticket management for organized and timely responses, and customer satisfaction surveys for valuable feedback. These features help reduce workload, improve efficiency, and enhance the customer experience.

    Integrations include Slack, Shopify, Zapier, Salesforce, Trello, Jira, Google Workspace, Microsoft Teams, Mailchimp, and QuickBooks.

    Pros and Cons

    Pros:

    • High service standards
    • Maps customer journeys
    • Reduces repetitive tasks

    Cons:

    • Integration complexity
    • Frequent updates
    Learn more about Kayako:

    • Check out Kayako on their website
    • Read my in-depth review of Kayako
    • Explore best alternatives to Kayako
11. 

    11

    Zendesk

    Best for large enterprises

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

    Visit Website

    

    Zendesk is a user-friendly customer service platform designed for large enterprises, providing tools to manage customer interactions and support operations. It's widely used by teams that need to handle a high volume of customer inquiries efficiently.

    Why Zendesk is a good Zoho Desk Alternative: With advanced analytics, Zendesk helps your team make data-driven decisions, a key advantage for large enterprises. Its customizable dashboards allow you to tailor insights to your needs, providing clarity on performance metrics. 

    The platform's scalability ensures it can handle growing demands as your business expands. Additionally, Zendesk offers cloud-based multi-channel support, allowing your team to engage customers across various platforms.

    Standout features & integrations:

    Features include a ticketing system that efficiently organizes customer interactions, ensuring smooth issue resolution. It also features a help center for self-service, enabling customers to find answers independently. Additionally, workflow automation reduces repetitive tasks, allowing your team to focus on delivering high-quality customer support.

    Integrations include Slack, Salesforce, Shopify, Mailchimp, Trello, Google Workspace, Microsoft Teams, Jira, HubSpot, and Dropbox.

    Pros and Cons

    Pros:

    • Strong automation capabilities
    • Advanced analytics tools
    • Scales with large teams

    Cons:

    • Limited export functionality at basic levels
    • Support limitations
    Learn more about Zendesk:

    • Check out Zendesk on their website
    • Explore best alternatives to Zendesk
12. 

    12

    ServiceNow Customer Service Management

    Best for enterprise IT service

    • Free demo available
    • Pricing upon request

    Visit Website

    

    ServiceNow Customer Service Management (CSM) is an enterprise-grade platform that connects front-office case management with back-office workflows, making it a strong fit for large organizations that need AI-driven triage, omnichannel support, and deep cross-team coordination in one place.

    Who Is ServiceNow Customer Service Management Best For?

    ServiceNow CSM is a strong fit for large enterprises that need to connect front-office support with back-office workflows across IT, operations, and service teams.

    Why I Picked ServiceNow Customer Service Management

    I picked ServiceNow CSM because it's purpose-built for large organizations that need customer-facing case work and back-office resolution to happen in one connected system. When a warranty claim comes in, Otto can confirm coverage, trigger a technician dispatch, and ship a replacement part, all without an agent manually coordinating across teams. The CRM Case Management AI Specialist goes further by self-assigning cases, building action plans, and routing policy exceptions through the right approval chains automatically.

    ServiceNow Customer Service Management Key Features

    • Omnichannel customer engagement: Routes and tracks conversation history across voice, SMS, chat, web, and portal channels from a single workspace.
    • Skills-based advanced work assignment: Matches incoming cases to agents using skills-based routing rules and intelligent assignment logic.
    • Customer satisfaction surveys: Automatically sends CSAT surveys when an agent closes a case or a customer accepts a proposed solution via the portal or email.
    • Knowledge management with AI Search: Provides a searchable knowledge base with granular access controls and AI-powered search results for agents and customers.

    ServiceNow Customer Service Management Integrations

    ServiceNow Customer Service Management integrates with Genesys, Five9, Amazon Connect, Amazon Lex, Amazon Transcribe, and Amazon Comprehend. It also supports REST and web services APIs, webhooks, and data import and export for custom integrations.

    Pros and Cons

    Pros:

    • Tracks backlog, SLA, and agent outcomes
    • Automates routing across complex service teams
    • Connects customer cases with back-office resolution

    Cons:

    • Report tailoring can require technical expertise
    • Specialized workflows demand admin configuration
    Learn more about ServiceNow Customer Service Management:

    • Check out ServiceNow Customer Service Management on their website
13. 

    13

    Gladly

    Best for retail support and in-chat shopping

    • Free demo available
    • Pricing upon request

    Visit Website

    

    Gladly is a customer service platform built for retail and high-volume consumer brands that unifies every customer conversation—across chat, email, SMS, voice, and social—into a single, lifelong record that both AI and human agents can act on.

    Who Is Gladly Best For?

    Gladly is built for retail and consumer brands with high-volume support needs, where agents handle everything from order questions to in-chat purchases across multiple channels.

    Why I Picked Gladly

    I picked Gladly as one of the best because it's the only platform I've seen that lets customers browse, buy, and pay entirely within a chat conversation, without ever leaving to complete a purchase. That in-chat shopping experience is powered by a customer profile that already knows a shopper's past orders, sizes, and style preferences, so product recommendations are specific rather than generic. Agents can also process refunds and cancellations in the same thread, keeping the full order history together.

    Gladly Key Features

    • Omnichannel conversation timeline: Every email, chat, SMS, call, and social message from a customer is grouped into one continuous thread, so agents have full context without toggling between tools.
    • People Match® routing: Conversations are routed to agents based on customer history, lifetime value, sentiment, and required skills, and can return a customer to the same agent across channels.
    • Built-in voice and IVR: Gladly includes a native phone system with configurable IVR menus, queue settings, and AI-generated call summaries alongside other channel conversations.
    • Workflow automation with AI branching: Workflows can branch on expression-based or AI-evaluated conditions, collect customer information, run external actions, and route or close conversations automatically.

    Gladly Integrations

    Gladly lists 60+ apps and integrations, including marketplace integrations with Shopify, Salesforce, Slack, Amazon Connect, Klaviyo, and AfterShip. REST APIs, a Lookup API, webhooks, an App Platform, and Chat SDKs support custom integrations.

    Pros and Cons

    Pros:

    • Tasks and routing organize follow-ups
    • In-chat purchases use shopper preferences
    • Unified customer history across channels

    Cons:

    • Workflow rules take time to configure
    • Reporting can require manual assembly
    Learn more about Gladly:

    • Check out Gladly on their website
    • Explore best alternatives to Gladly