In today’s climate of rising customer expectations, businesses are investing increasingly in customer support to provide an outstanding experience. While employing the right people is certainly one part of the equation, businesses must also look towards their support tools to help them serve their customers.
When businesses are serving an expanding customer base, they opt for solutions like help desk software to deliver better customer service. Help desk software enables a team of support agents to collaborate effectively and manage high volumes of customer tickets. One such solution is Freshdesk, which is an omnichannel customer service platform that takes the headache out of customer service.
That being said, Freshdesk is not the only product on the market. In this article, we’ve brought together a list of the best Freshdesk alternatives to consider. You may already be using Freshdesk and looking to switch, or simply want to upgrade your customer service tech stack.
What is Freshdesk?
Freshdesk is a popular solution for many customer service teams, not least because it is packed with features to supercharge customer support. Freshdesk utilizes the power of collaborative ticketing and AI to enable your organization to offer a top-notch customer experience.
You can use the platform to prioritize, categorize, and assign tickets to the right agents and achieve customer delight in all your interactions. The advantage of Freshdesk is customer requests from any channel can be converted into tickets, so you never miss another conversation.
First and foremost, Freshdesk is a ticketing system but it doesn’t stop there. Freshdesk’s team inbox is designed for agent productivity, including features such as collision detection that prevent multiple agents responding to the same time, canned responses which are reusable saved replies, and the ability to merge tickets about the same issue into one.
Freshdesk offers Freddy AI which is tightly integrated with ticketing, enabling you to eliminate mundane, repetitive tasks and recover more time for your agents. Freddy AI automatically suggests ticket fields to categorize, prioritize and route incoming tickets, and recommends the most relevant solution articles to your agents for faster resolution. Freddy learns from your past tickets to automatically suggest ticket fields for new tickets.
You can take advantage of Freshdesk’s help widget which enables you to embed answers and show a contact form on your website, meaning you can help customers directly when they need it. You can show helpful solutions triggered by where your customer is on your website.
Freshdesk pricing starts at $0 per month for up to 10 agents.
16 Freshdesk alternatives
There are a great number of customer service solutions out there that provide a viable alternative to Freshdesk. We’ll go through the best ones now.
HappyFox is another help desk solution that offers more limited features than Freshdesk. It’s a web based support ticket system that allows your business to support a growing customer base that includes a self-service knowledge base and community forum. With Freshdesk alternative HappyFox, you can provide well-rounded support to your existing customers.
HappyFox allows you to manage all inbound requests in one ticketing system, including email, phone, chat and web requests. They are converted into tickets and you can keep them organized in HappyFox. HappyFox’s ticketing system is easy to configure and get up and running quickly. All of your incoming tickets are automatically grouped into categories like customer support, sales, marketing, and billing.
What sets HappyFox apart is its no-code, drag-and-drop knowledge base which enables customers to help themselves. Customers can instantly search for relevant articles and you can customize the knowledge base to suit your brand. You can also make your knowledge base private if you want to use it for internal documentation for your agents.
HappyFox pricing starts at $26 per agent per month.
If you’re interested, check out our article listing alternatives for HappyFox.
LiveAgent is simple customer support software for teams that provides a robust Freshdesk alternative. LiveAgent has more than 130 ticketing features and more than 200 integrations. For example, you can connect LiveAgent to Salesforce or Shopify to view your customer directly within the interface.
LiveAgent’s standout feature is its live chat widget which enables your business to provide personalized and real-time support. If your business wants to offer live chat to your customers, LiveAgent is a good choice.
LiveAgent offers even more than that with its cloud phone support. You can improve your customer’s satisfaction by decreasing hold times with LiveAgent’s call center software which offers callbacks, IVR, ACD, and video calls.
The software is truly an omnichannel help desk which brings together your customers from chat, email, social media, and phone in order to help them through one universal inbox. LiveAgent’s ticketing system is designed for collaboration and efficiency, with automated ticket distribution, SLAs, automation rules, and more.
LiveAgent pricing starts at $0 per agent per month.
3. Hubspot Service Hub
Hubspot Service Hub is customer service software for small to enterprise businesses. The big advantage of this solution is that you can integrate with the rest of Hubspot’s software suite, including their sales and CRM platforms. Service Hub brings together all of your customer service data and channels into one integrated platform, so you can effectively support, retain, and grow your customer base.
Service Hub has a customer portal that keeps conversations going between customers and agents, so issues are resolved much more quickly. The knowledge base enables customers to help themselves, and reduce your number of support requests. With Service Hub, you can turn frequently asked questions into a searchable library of help articles, videos, and documentation.
What makes Service Hub stand out is its omni-channel messaging capabilities which allow you to help customers regardless of the channel. Customers can choose how to contact you with your agents accessing multiple channels in the inbox and frictionlessly switching between them. Service Hub enables you to track inbound calls and also make outbound calls using their VoIP software. Even better, Hubspot offers live chat functionality so you can stay closely connected to your customers.
Hubspot Service Hub pricing starts at $0 per agent per month.
4. Zoho Desk
Zoho Desk is context-aware customer service software that enables you to place your customers at the heart of everything you do. The benefit of Zoho Desk is it is omnichannel customer service software that helps you delight and retain customers. You can manage your customer interactions across different channels such as email, chat, phone, social media, and your website, so nothing gets missed.
Zoho Desk is a powerful Freshdesk alternative offering workflow automations that allow you to automate repetitive manual activities, and handle complex cross-functional service processes. With Zoho’s automations, you can identify bottlenecks in your processes and track accountability at all times. Zoho Desk’s AI bot Zia handles many actions such as recommending knowledge base articles and tagging tickets.
Zoho Desk also has robust self-service capabilities. You can embed a knowledge base, user community, and AI capabilities into your website, SaaS product, and mobile app, to help your customers find answers quickly without the intervention of an agent.
Zoho Desk pricing starts at $0 per agent per month.
Intercom is a modern customer communications platform that brings together every aspect of the entire customer journey, from conversion to customer engagement to support. It’s built especially for sales, marketing and support teams to use together, so your customer-facing representatives are always aligned. It’s possible to provide personalized customer support at scale with proactive support, self-serve support, and human support, so your customers can always find the help they need.
What makes Intercom stand out as a Freshdesk alternative is its powerful messaging and automation that show up in-context for your customers, whether that’s in your product, app, or website. Customers can use Intercom Messenger to find live support or self-service, or interact with Resolution Bot which can automate away 33% of customer queries.
Intercom’s feature-rich Inbox makes it simple to create personal and satisfying support experiences at scale, while streamlining high-volume workloads. All of your customer communications can be viewed in one place, with Intercom bringing together email, WhatsApp, Instagram, and more. Automate processes such as routing, assignment, and SLAs, which means taking manual work off your team’s to-do list.
Intercom pricing starts at $74 per month.
DelightChat is an ecommerce customer support tool that integrates with Shopify so you have access to all your customers’ data. It approaches customer queries as “conversations” rather than tickets to enable a more personal approach to customer service. DelightChat is another omnichannel inbox that enables businesses to access WhatsApp, Instagram, Facebook, emails and live chat, reducing the need for context-switching.
One of DelightChat’s most prominent features is the ability for WhatsApp Marketing – you can send promotional messaging using the official WhatsApp API to boost your sales and conversions. Businesses can automate their abandoned carts recovery, send order notifications, and verify cash on delivery orders using WhatsApp.
DelightChat enables support teams to collaborate with one another directly in the interface with messages, eliminating the necessity to jump to another tool. The app’s deep integration with Shopify enables you to access all order information including order amount, tracking details, shipping address and order details. You can even modify the order, all from within DelightChat.
DelightChat’s pricing starts at $29 per month.
Front is a Freshdesk alternative that enables customer support teams to bring together email, SMS, chat, and your favorite apps in their customer communication platform. Using Front, you can empower your team to collaborate easily, be more productive, and respond faster to customer queries. The big advantage of Front is it lets you treat your tickets like customer conversations, ensuring every interaction with a customer feels authentic and personal.
Front unifies your customer communication channels into a single platform, making it easy to see your new messages. SLA warnings tell you when your customer tickets are in danger of violation, while mentions allow you to tag teammates into customer conversations. You can enhance performance with workflows that automate manual tasks and analytics that help your team do their best work.
Front is appealing because it has an intuitive, email-like interface that is easy to learn. The software mixes together the automation of a robust ticketing system with the personal touch of email, so you can manage high volumes of customer requests without becoming inhuman. You can implement flexible automations that let you assign, categorize and triage messages instantly, saving your agents time and ensuring customer needs are always met.
Front pricing starts at $19 per month.
Hiver enables you to deliver outstanding customer support right inside Gmail (just like Keeping). The big advantage of Hiver as a Freshdesk alternative is that you can integrate directly with Gmail and remove the need to learn another tool. This means the learning curve during the onboarding of a new team member is virtually non-existent.
Hiver focuses on email management, allowing you to assign customer tickets to team members quickly and easily. Assignees are notified by real-time email notifications so no one ever misses a ticket. To help you keep track of every email, Hiver provides an associated resolution status: Open (by default), Pending, or Closed. This means teams have visibility into the status of every email in the shared mailbox, as well as being able to track the resolution status of any email anytime, anywhere.
Take advantage of Hiver’s rule-based automations to assign certain emails to specific team members, and categorize and prioritize emails with email tags. When managing your emails, you can filter by tags to get a specific view of certain tickets. Notes and @mentions allow your team to collaborate with colleagues on emails, all the while remaining invisible to the customer.
Hiver pricing starts at $15 per agent per month.
TeamSupport offers more than effective ticket management – it provides an omnichannel customer experience that enables internal team collaboration. TeamSupport is aimed at B2B companies who want to have access to the full picture of their customer. You can aggregate every single interaction you have with your customers, and obtain deep insights into customer sentiments that allow you to quickly spot critical issues or new opportunities.
One feature of TeamSupport’s software that really stands out is their Customer Distress Index, or CDI. This is a metric that tells you how satisfied the customer is and analyzes overall customer health in order to prompt you to take specific actions. The CDI assesses when a customer might be getting frustrated by assigning a number based on ten custom variables.
Within TeamSupport, you can easily add notes to a customer record so everyone in the team has access to the same customer information. Customer alerts are a special type of note that appears whenever a particular customer or customer ticket is opened. In TeamSupport, customers can rate the service they have received from agents which gives you immediate insights into customer satisfaction levels.
TeamSupport pricing starts from $49 per agent per month.
With customer support software Kustomer, your company can deliver quicker, more rewarding experiences to your customers by benefiting from omnichannel messaging, a unified customer view, and AI-powered automations. Empower your agents with a complete view of every customer, regardless of whatever channel they contact you on. Kustomer eliminates the need to switch tabs or suffer from duplicate tickets.
Kustomer is notable for offering code-free, AI chatbots that support your customers while agents are busy. You can easily deploy powerful, multichannel bots across the entire journey to automate typical agent activities, offer personalized support to customers and resolve tickets more efficiently.
As well as chatbots, Kustomer enables your team to build a self-service knowledge base that can automatically suggest articles to customers when they are running into trouble. Kustomer has the ability to survey, track, and report customer satisfaction or customer effort across all of your channels using native surveys and reports, enabling you to gather customer feedback. You can stay on top of what customers are thinking of you and continually improve your customer support.
Kustomer pricing starts at $89 per agent per month.
HelpDesk is a simple ticketing system that enables your team to collaborate on customer support and is therefore a robust Freshdesk alternative. It brings all your customer messages into one place from chat, social media and email so you don’t have to keep switching tabs to manage your customer support. HelpDesk supports different roles for your team such as Admins, Agents and Viewers.
As you would expect, HelpDesk offers the ability to manage incoming emails, requests from web forms and any other channels. You can deal with messages from customers in one ticketing system, and improve your workflow to simplify your customer support tasks. You can group tickets together based on specific filters and create custom ticket lists.
HelpDesk is built for collaboration. You can use Viewer accounts to permit access to HelpDesk to anyone in your company, all without any extra costs. Teams can work together using private notes, multiple inboxes, and automated assignment rules. In addition to this, you can automate mundane tasks and optimize your response time. Take advantage of automated workflows to speed up your processes.
HelpDesk pricing starts at $29 per agent per month.
12. Wix Answers
Wix Answers is a help desk software that puts all support channels on the same platform. You can access your knowledge base articles, tickets, chats, and calls which work together as one. First and foremost, you can gain a perspective on all customer interactions with a single timeline, and use Wix Answers to automate manual tasks to achieve a more stress-free, effortless experience.
Wix Answers’ standout feature is their self-service knowledge base. You can create a self-service knowledge center that enables customers to solve issues on their own, or allow your agents to use AI-powered information to resolve issues with just a few clicks. According to Wix, only 3% of customers go on to speak to agents after using integrated self-service tools.
Stay connected to your customers’ needs and enhance customer satisfaction with Wix Answers’ powerful automations. It predicts problems in real-time so you can take action straight away, with no integrations or additional resources required. Automations allow you to meet demand and manage high ticket volumes.
Wix Answers pricing starts from $24 per agent per month.
Gorgias is a help desk designed for e-commerce stores. You can offer multichannel customer service from a single dashboard, and enhance productivity with automated responses to common queries. You can centralize all your support tickets in one place, and have all your customer’s data available at the exact moment when you’re interacting with them. Directly within Gorgias, you can edit orders, modify subscriptions, and refund payments without leaving your help desk.
The big advantage of Gorgias is its integrations with all the major ecommerce platforms, including Shopify, Shopify Plus, Magento and BigCommerce. You no longer have to switch tabs in order to keep track of customer information, and all significant actions can take place within Gorgias.
You can keep track of email threads and all other conversations. Gorgias pulls all a customer’s messages, no matter what channel, into a single view so your agents can easily gather vital context they can use to customize their response. All of your channels are integrated with Gorgias for an omnichannel experience.
Gorgias pricing starts at $60 a month.
Richpanel is a purpose-built CRM and customer support platform designed for e-commerce brands. Manage email, SMS, live chat, Facebook, Instagram, phone and WhatsApp from one dashboard. Every channel and every conversation is part of the customer’s timeline so you always have a holistic view of every customer. You can access every customer’s order data directly within Richpanel so you don’t have to switch tabs.
Richpanel allows you to measure the efficiency and effectiveness of customer support with common support metrics like response times to agent productivity and CSAT scores. You can take advantage of the most advanced data exploration capabilities for the most high-performing and data-driven customer support professionals. Make your reports more accurate and relevant by excluding non-business hours or filtering them by agent, brand, channel, or ticket tag.
Richpanel integrates with Magento, Shopify and WooCommerce. You can decrease the number of tickets your agents receive by letting customers resolve common queries such as order tracking, cancellations, and refund claims through Richpanel’s intuitive self-service portal. You can also create a personalized ‘My Account’ section for your current customers, which allows them to track upcoming orders, update the shipping address, and manage returns and cancellations all without needing to speak to customer support.
Richpanel pricing starts at $250 per month.
Reamaze is help desk software for online stores. Their primary feature is a shared inbox for your entire team to handle customer interactions from different channels such as email, Facebook, Messenger, Instagram, Twitter, and even SMS text messages. Notes, reminders, assignments, and powerful notifications enable your team to work together effectively while collision detection helps prevent duplicate responses being sent to customers.
You can save time with Reamaze by offering fast answers using canned responses and templates, which are saved replies for your team. You can respond to customers more quickly by inserting FAQ articles into your answers. Automations are workflows that respond to conversations in your channels automatically, so customers don’t have to wait for a response.
Reamaze comes with its own live chat functionality. You can support customers faster with live chat, chat automation, powerful chatbots, and native in-chat video calls. The live chat widget shows past conversations, checking order status and help center search, so customers can complete a range of actions through live chat.
Reamaze pricing starts at $29 per agent per month.
The last one on our list is our very own Keeping for Gmail. The big disadvantage of Freshdesk is having to learn a whole new system and take several days to set up the platform. In contrast, Keeping works inside Gmail so your team is innately familiar with the interface and you’re also ready to go, instantly.
Keeping is a help desk software for high–performing teams who want to manage a lot of customer tickets over email. Keeping offers advanced collaboration features such as ticket assignment, private notes, and collision detection so your entire team can work together effectively on helping your customers.
One of the best things about Keeping is it’s totally invisible to customers. All the magic happens inside the Keeping interface but customers only see regular emails. This helps keep your customer interactions like conversations rather than turning them into ticket numbers.
Despite its simplicity, Keeping still has power. Take advantage of in-built analytics to track agent performance and measure the efficiency of your customer support team. Track first response time, volume of requests, and how each of your team members responds to customer tickets.
Keeping pricing starts at $8 per agent per month.
Freshdesk can definitely be a good choice for large teams that require a broad range of features to support their workflows. You might choose Freshdesk if you want to develop a call center for your business and support customers across a variety of channels, but it’s important to remember there are other help desk solutions out there.
If you want a simpler experience for your customer support team, you might go for an option like Keeping. Keeping allows your team to handle a high volume of customer support tickets using email and enables a large team of agents to work effectively together.
The best way to choose a new help desk software is to make a list of features that you can’t compromise on, then seek out a solution that matches the criteria. Of course, budget always has to be taken into account, which is another reason why Keeping is such a strong choice. Since it is priced per agent, you only pay for what you use.
Whichever solution you go for, make sure you take advantage of the free trials available that can help you see how a help desk actually works. Then you’ll be sure to find the best help desk software for your business.