best Zendesk alternatives will be discussed in this post. You’ve probably heard of Zendesk if you’ve been looking for a tool to help you handle customer enquiries and support requests for any length of time.
For starters, the software’s robustness and complex capabilities can be a turnoff for businesses with limited time and resources. Zendesk can be too much for a fledgling company on a shoestring budget to handle for the time being.
Top 15 Best and Most Reliable Zendesk Alternatives in 2022.
Top 15 best zendesk alternatives are described here.
Along the same lines, many users claim that Zendesk has already “done it all” in terms of features and usefulness. “Zendesk looks to have done all of its innovation years ago since the platform has reached a plateau of usefulness and capabilities,” according to a Capterra evaluation from earlier this year.
Furthermore, while Zendesk offers a variety of purchase options and pricing tiers, some businesses may end up paying more than they envisioned to for the features they require. On the other hand, smaller businesses that do purchase the whole Zendesk suite may not use all of the capabilities it offers in the first place.
Alternatives to Zendesk and Competitors with the Highest Ratings
In any case, recognising that Zendesk isn’t the perfect tool for every firm, we’ve compiled a list of the best Zendesk competitors and alternatives available:
We’ll go over: • The features & functions of each tool; • What each tool does well; and • Where each tool has potential for growth throughout this helpful guide.
Let’s get started with the 15 greatest competitors to Zendesk’s renowned support desk software.
Of course, our knowledge base software will be at the top of the list. Isn’t it foolish not to?
Helpjuice, on the other hand, focuses on allowing users to develop a fully customisable knowledge base that can be used by both internal personnel and customers. This level of customization allows users to match the look and feel of their customer-facing and internal knowledge bases to their brand.
In terms of functionality, Helpjuice enables for simultaneous internal editing of knowledge base articles, which means that different agents can work remotely on the same document at the same time.
Agents can also classify and categorise documents as needed, making it easier for clients to find the information they need. Customers can either manually search the knowledge base or use Helpjuice’s sophisticated search features to locate these answers.
Helpjuice also delivers detailed reports and analytics on customer enquiries, allowing users to concentrate on creating content and documentation that would provide more useful information to their consumers.
There are a few crucial features to highlight when it comes to what Helpjuice’s customers like best about the software:
- Helpjuice’s user interface is simple, easy to use, and configurable. “Helpjuice does exactly what we ought in the way we want to do it,” says Agilent CrossLab’s Bas van der Brugge.
Why As previously stated, Helpjuice users value the statistics that the tool delivers over time. According to Guidestone’s Steele Ferguson, Helpjuice has helped the company “understand more about how our clients look for things.”
- Helpjuice’s customer service team is laser-focused on getting their customers to where they want to go. “Support is fantastic,” says Van der Brugge once more. We haven’t had many problems, but the team is always quick to answer whenever we contact them.”
Microsoft Sharepoint is a nice document management and storage platform that works seamlessly with all Microsoft Office applications.
While Sharepoint is most commonly used to construct websites for internal teams, it may also be used to develop customer portals and knowledge bases. Sharepoint, like Helpjuice, enables for secure and collaborative document and content editing for both internal and external distribution.
Sharepoint is a simple option for firms wishing to concentrate internal data (e.g., anything from customer-related information to payroll and PTO).
Pros of SharePoint
One of Sharepoint’s primary selling features is its emphasis on security, as well as the fact that it can be modified by those with authority from any device and/or location. This implies that papers and other data can be modified “on the fly” at any time.
In addition to interacting with other Microsoft products, Sharepoint also works with a variety of third-party applications. Users should be able to quickly move data from most other software databases to and from Sharepoint.
Finally, as previously said, Sharepoint is easily configurable to meet the demands of the user. In short, if your company requires an internal website for whatever purpose, Sharepoint has you covered.
Cons of SharePoint
On the flipside, Sharepoint users note that the tool essentially necessitates customisation, which often necessitates a deeper technical understanding of how to develop internal webpages.
Furthermore, the Sharepoint learning curve is quite steep. It’s not something you’ll be able to pick up and use because it demands a considerable deal of knowledge with constructing websites in the first place.
In short, Sharepoint isn’t for small, low-tech businesses on a tight budget. Not only that, but larger firms with the resources to run such tech-heavy software are more likely to be able to afford the more extensive solutions we’ll discuss later on this list.
3. Help Scout
Because it offers a variety of services to its users, Help Scout, a help desk and customer care software solution, is a popular Zendesk alternative.
Help Scout is first and foremost concerned with “customers, not tickets.” To put it another way, Help Scout simply allows customers to engage with a company’s support team via email in a natural and authentic way. While messages are internally logged as tickets, the customer is never treated as “just a number.”
Help Scout also makes it simple for businesses to track client interactions from the time an internal ticket is opened to the time the issue is resolved. When dealing with a specific customer’s issue, this allows all internal teams to stay on the same page.
Finally, Help Scout allows businesses to develop self-service portals that are accessible to customers. These portals can incorporate knowledge bases and other types of content to assist users in finding answers without having to contact customer service.
Assist the Scouting Pros
The key selling point of Help Scout is how simple and intuitive it is to use. Even people who think there is a learning curve for the tool claim that it may be easily surmounted with continuous use.
In line with this, Help Scout’s features and operations are simple and straightforward. There’s no complication for the sake of complexity here; what you see is what you get, and for most users, that’s enough.
Finally, as one would expect from a help desk tool, Help Scout’s customer service and support personnel enjoy a stellar reputation among the company’s users. Support agents are not only quick to provide assistance, but they are also quick to resolve any issues that their users may have. Also check best crm software tools
Because of its simplicity, Help Scout may not be the best option for individuals looking for a more complex or advanced tool. Help Scout does not match up to Zendesk in terms of being a true alternative (not that it aims to, by any stretch).
Another issue that many customers have reported is that the Help Scout mobile app isn’t up to pace with the desktop version. The mobile version of this tool leaves a lot to be desired, with poor loading times and obvious problems.
When it comes to delayed loading times, several customers have complained that uploading and downloading documents in Help Scout is a real nuisance. Unfortunately, when it comes to real-time information flow, users simply cannot afford the downtime that occasionally occurs.
Another help desk system that focuses on usability and affordability is Freshdesk.
Organizations can use Freshdesk to set up automations to handle specific client inquiries as needed. This comprises automatic routing of help desk tickets to the appropriate department or agent, severity-based prioritisation of questions, and auto-responders for situations where a live response isn’t required.
Freshdesk also recognises the need of keeping information and documentation up to date in real time. Agent “collision detection” is built into the programme, guaranteeing that many agents don’t pick up and work on the same query when only one person is needed. Furthermore, information and documentation created by either the customer or the agent may be quickly uploaded “on the fly” to Freshdesk’s knowledge base, allowing for continuous updates.
Pros of Freshdesk
Freshdesk, like Help Scout, is exceptionally simple to use thanks to its simplistic user interface. Freshdesk, despite its simple and uncomplicated style, is a lot more robust solution than the software indicated above, according to many customers.
Freshdesk’s developers continue to test and improve the programme until it is perfected based on user input and other data. Freshdesk users, unlike Zendesk users, continue to see advances in the programme as time passes.
It’s also worth mentioning that many Freshdesk customers have remarked on how free the programme is of technical issues. In this case, “no news is a good news,” so people who take a step back and notice how well-organized the programme is says a lot.
Cons of Freshdesk
While the simplicity of Freshdesk is generally regarded as a plus, some users have expressed a desire for additional personalization. This applies to everything from the aesthetics of customer-facing portals to the functionality displayed on internal dashboards, as well as the tool’s reports.
Additionally, some users have experienced minor difficulties with specific automations causing internal messages to be delivered twice. One customer claims that if a ticket is automatically allocated to their department and to them personally, they will receive double emails.
Finally, while the aforementioned collision detection ensures that a single complaint isn’t picked up by numerous agents, users have experienced occasions where a customer submits multiple reports for the same issue, which can cause internal issues if not identified right enough.
Intercom’s customer messaging platform is designed to help businesses develop genuine relationships with their customers at every level of the sales process.
Users may engage with their customers via Intercom’s live chat, email, in-app messaging, and push notifications. This allows businesses to communicate with the right individuals on the right platform at the right time.
Users can also construct in-depth knowledge bases with Intercom. This enables customers to quickly & easily find solutions to both simple and difficult questions without the need for a customer service representative to intervene. Intercom’s messaging services, of course, make it simple for agents to provide assistance when needed.
Intercom sends a report to the company once a client’s issue has been resolved (or has not been resolved). This enables enterprises to revisit their knowledge base and make modifications to individual support materials as needed.
Pros of Intercom
Intercom is said to be exceedingly simple to use by the majority of users. Many reviewers indicate that Intercom allowed them to train their entire workforce in just a few hours.
Furthermore, because Intercom’s software emphasises communication and collaboration, this feature is the tool’s core strength. Not only is customer communication streamlined and efficient, but reviews also indicate that after implementing Intercom, various departments within their organisations were able to maintain much closer lines of contact.
Finally, customers say that both the desktop and mobile versions of Intercom are comparable. This is a significant advantage for Intercom when compared to many of the other tools on this list.
Cons of Intercom
Intercom has been described as a “jack of all trades, master of none” by several reviewers. That is, while the tool has a lot of features and functions, it falls short of the other tools on our list in most areas.
Also, while most customers consider Intercom’s data reporting to be adequate, others feel the programme might offer a little more in this area. For example, at least one user has indicated a wish to be able to read and compare reports from various instances for a single customer, but has had to do it manually.
Finally, some people find Intercom’s price system to be arbitrary and perplexing. Many consumers won’t require the “whole package,” but determining which services they do require (and are ready to pay for) isn’t always straightforward.
LiveAgent is predominantly a help desk software that focuses on streamlining the ticket intake and service providing procedures for businesses.
Of course, this is far more intricate than it appears. Essentially, LiveAgent is an all-in-one solution for businesses wishing to set up a call centre, offer live chat through their website and social media channels, and establish a knowledge library for their clients to access at their leisure. Also check task management software
Customer support is also made more fun via LiveAgent, which allows agents to earn “badges” for fulfilling specific customer-related activities as needed. This allows companies to identify high performers while also determining where additional training may be required for some.
Pros of LiveAgent
The key selling point of LiveAgent is that it gives businesses a variety of options to engage and communicate with their customers, from live chat and email to phone and video chat. LiveAgent also offers automated customer care via text and interactive voice response (IVR).
Customer-facing portals from LiveAgent are also fully customisable and brandable, allowing businesses to customise their channels to match their overall brand image. As a result, even as the client seeks extra support, the customer experience gets more simplified.
Finally, many users say LiveAgent’s customer service crew is not only quick to respond, but also extremely knowledgeable and helpful. Those that reported problems with the programme were able to swiftly resolve the problem and get back on track.
Cons of LiveAgent
While LiveAgent’s customer care team is quite helpful, some users complain that they need to contact them frequently, particularly during the onboarding process. That is, the software appears to be lacking in proper documentation and instructions for organisations just getting started with the mechanism (especially for less tech-savvy organisations), and despite the fact that LiveAgent’s customer portals are completely customizable, some users report experiencing glitches with certain font and image usage. Some consumers notice that the physical appearance of a ticket or other similar document changes after it is given to them.
Finally, LiveAgent’s mobile app isn’t as robust and streamlined as the desktop version of the software, according to previous users. However, as of August 2018, LiveAgent promises that the team is working on making changes in this area.
HappyFox, like LiveAgent, is an all-in-one solution for a company’s help desk software needs.
Users may provide help to their customers via email, live chat, social media, and phone using HappyFox. This allows customer service representatives to reach clients where they want to be reached, making the entire process easier for everyone.
Organizations can also establish a knowledge base with HappyFox, which combines with the tool’s self-service capabilities. HappyFox’s self-service site not only provides information about the content of a customer’s inquiry, but it also allows them to double-check information about the logistics of their problem (e.g., ticket status, previous engagements, etc.).
Pros of HappyFox
As we’ve previously stated, collecting real-time data is critical in order to eliminate agent overlaps and/or service delivery delays; HappyFox users think this is where the solution shines out above the competition. HappyFox’s ticketing and documentation system is streamlined to perfection, despite the fact that it offers a variety of choices for contact between the company and the client.
Additionally, HappyFox tracks and documents all information gathered from clients throughout a support session, allowing enterprises to effortlessly update their knowledge base and other customer-facing content. This also allows businesses to determine whether or not their support staff requires more training.
Finally, HappyFox’s customer service personnel is really knowledgable and friendly. Users say that support staff was either highly hands-on or was just a phone call away during the onboarding process.
Cons of HappyFox
The most common complaint we’ve heard about HappyFox is that it lacks robust features and reports. It’s not so much that reports aren’t detailed, but rather that they aren’t highly adaptable for businesses who want to delve further into their consumers’ information.
Furthermore, while many users believe the pricing structure is reasonable for what you get in return, others believe HappyFox is unlikely to be beneficial or inexpensive for firms just starting started. The reason for this is that it necessitates a minimum of three users (which some startups may not have accommodation for at the moment). Furthermore, even the basic version of the tool may have more features than a startup requires right now.
Another Zendesk alternative is Groove, which automates the process of collecting client enquiries and offering support when necessary.
Customer service and assistance can be provided by email, Twitter, Facebook, live chat, phone, and even text message with Groove. Groove also allows several agents to communicate in real time on a single support instance, using both public and private internal channels.
Groove can also be used to develop a knowledge base and a customer portal for businesses. Organizations can use these platforms to deliver information to their clients in the form of text and/or multimedia, allowing them to discover the information they need fast.
Groove also allows customers to design a support widget that can be added to their website. This facilitates the process of connecting with the knowledge base in the first place, as well as allowing clients to open support issues when needed.
The Experts in Groove
Groove’s consumers adore the tool’s simple and easy user interface. Even “their) veteran staff” was able to swiftly grasp the ins and outs of the software and begin utilising it almost immediately, according to one reviewer.
Groove customers may also establish custom categories for incoming support issues and set up automations to categorise tickets accordingly, which is a nice feature. Users can specify who in their support team will get tickets related to a certain issue in this way.
The quantity of effective integrations offered by Groove is also worth highlighting. The relief with which consumers were able to migrate data from their present system to Groove’s database has been praised by the majority of users.
Cons of Groove
Groove’s fairly rudimentary reporting tools are the main source of dissatisfaction here. While other reviewers just call Groove’s reporting tools “limited,” one goes so far as to call them “lacklustre.”
Groove’s other major flaw is that its customer-facing portals aren’t completely customisable or brandable. To put it another way, while the content of your knowledge base will be your organization’s, the knowledge base itself will feel like it was built by a different company.
Another help desk software option is AzureDesk, which seeks to “move beyond customer satisfaction to customer joy.”
While several of the platforms we’ve looked at offer a number of communication channels, AzureDesk is primarily focused on email support. AzureDesk assures users that they will be able to track tickets and provide help as needed by integrating with an organization’s contemporary email system.
(AzureDesk also allows users to construct a knowledge base for clients to browse before contacting assistance.)
AzureDesk also allows customers to quickly rank and categorise tickets as they arrive, allowing enterprises to send issues to the most qualified agent for the job. Agents & other team members can also attach private messages to tickets in order to transmit any information that the agent assigned to a particular instance needs to know.
Pros of AzureDesk
One of AzureDesk’s key advantages, according to its users, is its straightforward user interface. Essentially, because the paths to certain tools are easy and straightforward, users will have little to no confusion about how to complete a task.
Furthermore, AzureDesk just does not provide more than is required. Rather than allowing users to become engrossed in complex features and functionalities, AzureDesk aims to free enterprises to focus on what matters most: providing customer support.
Finally, AzureDesk’s customer service team is said to be extremely responsive and helpful. As previously expressed, you should have no trouble getting your business up and running with the tool, but if you do, the staff is ready to assist you.
Cons of AzureDesk
While some users may appreciate AzureDesk’s simplicity, other companies may find it lacking in a variety of ways.
Companies searching for a platform to help them give multi-channel support to their clients, for example, will not find AzureDesk useful. This isn’t always a bad thing; the programme wasn’t designed for multi-channel communication.
Additionally, for others, the lack of alternatives and complex capabilities may be a turnoff. The tool’s customer-facing fields and forms aren’t highly flexible, and the overall design is quite simple.
Finally, both the depth and breadth of reporting are insufficient. That is, AzureDesk only provides surface-level data on client engagements and exchanges, and it also doesn’t allow users to travel too far back in time to access previously acquired data. As a result, there may be redundancies, missed opportunities, or other customer-facing concerns, causing CX to deteriorate.
10. Zoho Desk
Zoho Desk, like Zendesk, is a universal platform with outstanding integration features and good value for money. Businesses seeking to start with the more complex capabilities will need to acquire a plan straight away. ZoHo Desk suggests a free plan to explore its basic features.
Another advantage of Zoho Desk is that its most costly subscription costs half as much as Zendesk Professional Suite. Because these instruments have nearly identical functionality, they are a more cost-effective option that will not let you down.
Many former Zendesk customers have converted to Zoho Desk because of its powerful analytics, billing flexibility for customer service reps, and wide range of integrations.
Pros of Zoho Desk
As previously said, Zoho Desk is a fantastic and more inexpensive alternative to Zendesk for both small and large teams. You can use numerous communication options and make the most of each with its multiple support channels. Also check wayback machine alternatives
Those who have used Zoho Desk will agree that it offers one of the most user-friendly interfaces, making it simple to find what you need. It’s also simple to scale and tweak to meet your specific requirements, making it a great solution for startups.
Cons of Zoho Desk
Many new users report to be confused and overwhelmed when using Zoho Desk due to the tool’s overabundance of features. As a result, the time consumers save by having access to these complex capabilities is frequently spent when attempting to figure out where something is and how it works.
The majority of users who use Zendesk or its alternatives must also write reports. While ZoHo Desk has some good reporting options, the lack of visualisation in reporting is a major drawback.
The goal of this e-commerce help desk is to assist small and midsized e-commerce companies. Gorgias provides a few unique features to its consumers as a simple and well-thought-out solution. Gorgias, on the other hand, is not a well-rounded tool like Zendesk, and it may not be the finest fit for your business needs if you aren’t part of their narrower target demographic.
Gorgias provides social media sentiment analysis, which is a function that many of its competitors lack. Their engine will search the page for good and negative remarks about your products or services using artificial intelligence. This enables businesses to quickly resolve a negative comment or upsell to a satisfied customer.
Pros of Gorgias
This tool will provide everything an e-commerce business requires. Most people will be comfortable using it because of its email-like user interface. They can quickly arrange all support tickets in one location and provide a comprehensive overview of the entire software.
Gorgias also integrates with a vast and increasing number of e-commerce apps, including Shopify, Shopify Plus, Big Commerce, Magento, Instagram, FB, Klaviyo, Gmail, and many others.
Gorgias is primarily designed as a help desk for e-commerce enterprises, therefore it might not be the best Zendesk replacement for non-e-commerce organisations.
Reporting options are likewise confined to prepackaged reports with just rudimentary export options. Because many e-commerce organisations rely on reporting data, finding value in Gorgias may be difficult if you can’t perceive it through reporting.
This consumer communication platform enables businesses to provide customised services on a large scale. The Front combines the ease of use of an email inbox with the automation and reporting capabilities of a CRM. This enables all departments to collaborate and respond more quickly, arrange their messages across all media, and retain a personal relationship.
Front can expand the entire company’s communication without sacrificing quality or efficiency, whether you have a small or large staff. Due to multiple app integrations and automatic routing, its features also allow users to convert their emails into unique platforms.
Pros in the Front Row
Front users will notice the consolidated view right away. The software allows you to handle all of your incoming communications from all of your channels. Front also facilitates team collaboration through tools such as assignments, shared draughts, and internal comments.
All of this contributes to increased team productivity. With Front’s keyboard shortcuts, work-flow automation, follow-up reminders, message templates, and more, your team can work twice as fast.
Front has a short learning curve due to its simplicity. It functions in the same way as Gmail and Outlook do, so your team won’t have to waste time learning yet another complicated platform.
Cons in the Foreground
According to user feedback, one of Front’s biggest flaws appears to be its integration capabilities. Front isn’t adequately integrated with major apps like Slack or Gmail, according to several users. Additionally, some reviewers stated that the API that allows organisations to create their own unique integrations needs to be improved.
Another issue that appears to arise is that of pricing. Users pay per seat in their account, which might be troublesome if you have a fluctuating customer service staff that sees rises and reductions on a regular basis.
Hiver was built as the first helpdesk for Google Workspace and is ideal for small teams. It enables teams to provide quick and compassionate customer assistance directly from Gmail. Users may effortlessly allocate, manage, and collaborate on customer emails, as well as take advantage of Gmail’s powerful analytics and automations.
Many small organisations will prefer Hiver because their employees are already familiar with it. Because everything is built on Gmail, new users don’t need any training. Not that Hiver can’t collaborate with businesses; some of its most devoted clients include Upwork, Harvard University, and the Oxford Business Group.
Pros of Hiver
Hiver can also be used as a project management tool, allowing users to allocate and reassign jobs among their coworkers, track project progress, and organise their overall workload. This boosts team productivity and cuts down on time spent looking for or waiting for information from coworkers.
Hiver users love the chat feature because it allows them to discuss specific email threads and create personalised tags for email categorization. Hiver, in a sense, makes Gmail available to the entire team, not just the individual who manages the account.
This is especially beneficial to businesses with multiple team members working on the same account. Hiver will save all of your data in one place and help you to manage your account more collaboratively and efficiently.
Cons of the Hiver
While Hiver allows you to add personalised tags to help organise your messages, the lack of general threaded messaging can make sifting through a bunch of messages to find a single message time consuming.
Hiver also lacks some of Zendesk’s and some of the competitors on this list’s more complex features, such as HubSpot’s Service Hub or Help Scout, which may be an issue for some firms.
14. Sugar Serve
Sugar CRM is a cloud-based platform that manages sales and marketing automation, account administration, and everything else related to customer relationship management. SugarCRM will be the ideal answer for any business type thanks to features like customisable home pages, the shortcut bar, downloadable plug-ins, & a “wizard” feature for new users.
It’s designed on an open-source platform, which gives you more flexibility when designing solutions to meet your company’s specific needs. SugarCRM’s robust integration features are one of the reasons why many businesses choose it to Zendesk and its competitors. Sugar CRM can also support new models created by users using the built-in tools.
Pros of SugarCRM
SugarCRM is simple to use and get started with. The platform’s second advantage is its powerful search engine, which allows users to quickly manage massive amounts of data.
SugarCRM’s dashboard collaboration makes vital business data available to anybody who needs it. The platform is more than just a functional database; it is also a powerful process-driven tool that saves time & money for the company.
Cons of SugarCRM
Unlike the majority of the solutions on our list, SugarCRM’s user interface isn’t as appealing as it could be. SugarCRM has a lot to improve when it comes to customer experience, especially because it doesn’t support multiple device logins.
Users have also expressed dissatisfaction with the platform’s smartphone app, which performs poorly. Because so many people use these platforms on the go, not being able to obtain the same value from the mobile app could turn off a lot of potential customers.
For all-sized enterprises, HubSpot Service Hub is a cloud-based customer service platform that seeks to streamline operations connected to managing customer queries and boosting client interaction. Live chat, conversational bots, one-to-one communication, preset responses, and other methods allow users to effortlessly communicate with their consumers.
HubSpot Service Hub helps organisations to constantly engage with customers through streamlined access to multiple issue resolutions, thanks to automated customer marketing emails and a comprehensive knowledge base. It can be integrated with all essential third-party applications, as intended.
Pros of HubSpot’s Service Hub
The ability to store all of the company’s self-serve material as well as its FAQs section is an excellent approach to present users with useful information. Another advantage of this tool is its enormous potential to improve the workflow of any company, regardless of size, industry, or target market.
Hubspot Service Hub collects all customer service data and channels in one place, helping businesses to better their onboarding operations as well as maintain, retain, and grow their client base.
Cons of HubSpot Service Hub
Although users appreciate its extensive capabilities, some users may find HubSpot Service Hub to be difficult to master. Furthermore, due of all of HubSpot’s Service Hub’s features, getting things done for consumers can be time consuming as they navigate through several layers of possibilities.
Additionally, several customers have reported the impossibility for many support agents to work on a ticket at the very same time, which could result in duplication or misunderstanding within the team.
What to Look for in a Zendesk Competitor
As we come to the end of this list of Zendesk alternatives, it’s crucial to remember that the objective value of each of these tools isn’t as significant as the value each will offer to your company. That example, while some may be seeking for an all-in-one customer care tool, others may be searching for a more clear and uncomplicated way to complete a task.
With that in mind, go over this advice again as you start to narrow down your options. What’s your best bet? Don’t choose a more advanced tool just because you “might” need the more advanced functionality in the future. Rather, choose the instrument that will help you tackle your most pressing problems right now while leaving other possibilities open for the future.