Here Are 10 Freshdesk Alternatives That You're Looking For

Julien Marcialis
October 27, 2020
Looking for a Freshdesk alternative? You’ve come to the right place because I’ll give you the top 10 alternatives to Freshdesk that you should try right now!

When you start an online business, a helpdesk solution is essential. Whether it’s to support customers across channels, create a knowledge base, or add a live chat widget to your website, there are several helpdesk ticketing systems that can help you make it happen. 

It’s not easy to choose a support system that works for your business, though. Even if a tool offers an affordable price but doesn’t provide the features you’re looking for, it’ll possibly be no use for you. Freshdesk is an excellent example of this case. 

Luckily, you have 10 better Freshdesk alternatives to choose from. Try each of them, and you’ll know which one works best for your business. 

1. Gorgias

Pricing: Start from $50 per month, 2 months off, billed annually.

Mobile apps: Android and iOS.

Main features:

  • Feature-rich ticket management: Search, assign, reply, and resolve tickets. Add tags to manage your support tickets with ease.
  • Multi-channel support: Phone, SMS, live chat, email, social media (Facebook Messenger, Instagram, etc.). 
  • Powerful automation: Use macros, automation rules, customer sentiments, and tags to reduce repetitive tasks. You don’t need to waste a lot of time doing repetitive tasks anymore. Also, with macro variables, you can add custom variables from your ecommerce platform into any message. 
  • Real-time dashboard and reporting: Response time, resolution time, tickets created, tickets closed, and more. Also, revenue statistics available. 
  • Affordable pricing plans: Our plans are consistent with the size of your store. 
  • Ecommerce-focused integrations: Shopify, Magento, Shopify Plus, BigCommerce, Yotpo, Smile.io, to name a few. 

Downsides: Built for ecommerce businesses only. 

2. Zendesk

Pricing: Start from $5 per agent per month.

Mobile apps: Available for iOS and Android devices.

Main features:

  • All-in-one customer service software with various products and pricing plans: Support, Guide, Chat, Talk, Sale, etc. 
  • Over +1000 third-party apps and integrations grouped in different categories (e.g., project management, email, and social media).
  • Support a wide range of features for customer relationship management (CRM) and lead generation. 
  • Best suit large organizations, enterprises, or businesses offering different products or having multiple departments. 

Downsides:

  • Expensive and complicated pricing plans.
  • Lack ease of use from users’ perspectives. 
  • Many fundamental features for help desk only available for higher plans. 
  • Not suitable for small businesses and startups.

Recommended reading: What is the best Zendesk alternative for online stores?

3. LiveAgent

Pricing: Start from $15 per agent per month. A free plan available. 

Mobile apps: Available for iOS and Android devices. 

Main features:

  • Create your own chat button to place anywhere on your website. Alternatively, choose one from the chat button gallery to get started. 
  • Support 14 chat buttons, for example, corner buttons, bubble buttons, slide buttons, inline buttons, etc. 
  • Provide browser-based video calls to communicate with customers in real-time. 
  • Provide a built-in call center with features like interactive voice response (IVR), internal calls, call transfers, call routing, and more.  
  • Offer social media integrations: Facebook, Facebook Messenger, Twitter, Instagram, and Viber.
  • Insightful reports: Complete analytics overview, performance reports, agent rankings, tag reports, SLA compliance reports, SLA log reports, channel reports, etc. 

Downsides:

  • Don’t support message sneak-peak, co-browsing, and live translation. 
  • Focus more on live chat features rather than ticketing management. 

4. Salesforce Cloud Service

Pricing: Start from $25 per user per month, billed annually. 

Mobile apps: Available for iOS and Android devices. 

Main features:

  • Support productivity tools for agents: Case auto-assignment, web and email case capture, case email auto-response, omnichannel routing, and more.
  • Personalize customer experience with mobile messaging, snap-ins for live agent chat, social customer service.
  • Create a self-service help center. 
  • Automate workflows with sandbox, custom applications, email templates, roles, and permissions, etc. 
  • Transform field service operations with work order management, field service dispatch, etc. 

Downsides:

  • Salesforce Cloud Service isn’t the right choice if you’re looking for a ticket management tool. 
  • Not suitable for small and medium businesses as well as SaaS startups. 
Try Gorgias for Free
Automate up to 40% customer support tasks with Gorgias

Use rules to automate answers to common shoppers questions , auto-detect ticket intents and include customer variables in Macros to keep a human touch.

Try Gorgias for Free
Automate up to 40% customer support tasks with Gorgias

Use rules to automate answers to common shoppers questions , auto-detect ticket intents and include customer variables in Macros to keep a human touch.

at
Try Gorgias for Free
Automate up to 40% customer support tasks with Gorgias

Use rules to automate answers to common shoppers questions , auto-detect ticket intents and include customer variables in Macros to keep a human touch.

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Automate up to 40% customer support tasks with Gorgias
Try Gorgias for Free
Automate up to 40% customer support tasks with Gorgias

Use rules to automate answers to common shoppers questions , auto-detect ticket intents and include customer variables in Macros to keep a human touch.

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Automate up to 40% customer support tasks with Gorgias
Try Gorgias for Free
Automate up to 40% customer support tasks with Gorgias

Use rules to automate answers to common shoppers questions , auto-detect ticket intents and include customer variables in Macros to keep a human touch.

Thank you!  You can access  to the ressource
here
.
Oops! Something went wrong while submitting the form.

5. HubSpot Service Hub

Pricing: Start from $45 per month, billed annually. A free plan available. 

Mobile apps: Available for iOS and Android devices.

Main features:

  • Log customer issues as tickets, organize and prioritize, and track them in one place. 
  • Add routing and automation to automate workflows.
  • Turn your customers’ faqs into a knowledge base.
  • Provide chatbots that are seamlessly integrated with HubSpot CRM. 
  • Communicate with customers through a universal, collaborative inbox.

Downsides:

  • Lack advanced ticket management features. 
  • Don’t support a customer portal for the ticketing system. 
  • Not optimized for ecommerce businesses. 

6. Zoho Desk

Pricing: Start from $12 per agent per month. A free plan available.

Mobile apps: Available for iOS and Android devices. 

Main features:

  • Track and manage customer requests across channels. 
  • Support multibrand help center to create a customized self-service portal for each brand. 
  • Support multi-department features to organize your help desk to reflect your company’s culture. 
  • Include telephony and live chat.
  • Support contextual AI: Zia voice, auto-tag tickets, sentiment analysis, etc. 
  • Boost your whole team’s performance with work modes, response editor, CRM integration, SLAs and escalations, and more.

Downsides:

  • Zia focuses mainly on sales and lead generation, not support. 
  • Zoho Desk’s dashboard is less flexible than Freshdesks’. 

7. Groove

Pricing: Start from $9 per user per month. 

Mobile apps: Support a mobile web app only, not native apps. 

Main features:

  • Support mailboxes or channels (Facebook and Twitter).
  • Integrate with +30 apps like Slack, Zapier, and more.
  • Provide API access, satisfaction ratings, rules, automation, custom profile, @mention, notes, canned replies, and knowledge base. 
  • Support email management features like advanced formatting, file attachments, auto bcc/reply, bulk actions, etc. 

Downsides:

  • Groove is technically an email inbox, not a ticketing system. 
  • Don’t support advanced rules and automation (currently, they’re very basic).
  • Don’t support features like SSO/SAML, HIPAA compliance, HubSpot/Jira/Salesforce integrations, and live chat (will be added in the future).

8. Help Scout

Pricing: Start from $20 per user per month. 

Mobile apps: Available for iOS and Android devices. 

Main features:

  • Manage support emails, chats, and phone conversations in a shared inbox.
  • Collaborate with team members using private notes, saved replies, collision detection, and tagging.
  • Support up to 75 keyboard shortcuts.
  • Create a knowledge base to share with customers.
  • Use Beacon to create a live chat, send in-app messages, and more. 
  • Provide different reports: Conversations, chat, docs, happiness, email, phone, and company performance. 

Downsides:

  • Don’t provide social media support (Facebook and Twitter).
  • Lack of ticket management features tailored to online businesses. 

9. Kayako

Pricing: Start from $15 per agent per month. 

Mobile apps: Available for iOS and Android devices. 

Main features:

  • Visualize customers’ journeys and conversations - all in one place. 
  • Customize and integrate a live chat into your website, iOS, and Android apps.
  • Offer customization features to create a custom Help Center. 
  • Support multichannel customer communications (email, Facebook, Twitter).
  • Integrate with Zapier, Webhooks, etc. 

Downsides:

  • Better features are available only for higher plans. 
  • Lack of advanced functionalities for live chat.

10. Jira Service Desk

Pricing: $20 per agent per month. A free plan available. 

Mobile apps: Support iOS and Android apps. 

Main features:

  • Create a self-service portal to provide answers to common questions.
  • Set Service Level Agreements (SLAs) to keep track of deadlines.
  • Prioritize, triage, and assign incoming requests.
  • Provide custom automation rules and built-in rules.
  • Manage incident alerts with Opsgenie.
  • Support +200 third-party apps and integrations.
  • Support problem management like root cause analysis and link to dev backlog. 
  • Include features for change management and assess management. 

Downsides

  • Not suitable for non-IT businesses.

Choose a Freshdesk alternative that suits your online business!

Shortlisting a solution from a list of 10 Freshdesk alternatives can be challenging. That’s why, before you narrow down this list, weigh the pros and cons of Freshdesk. 

After that, list down the specific requirements you need in your ideal customer support software. I’d recommend you try all of these tools to make a decision. 

Do also give Gorgias a try. It has everything you need to streamline your support team workflows and create the best customer support experience for your online business. 

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