Best and most popular freshdesk alternatives will be described in this article. Customers have higher expectations than ever in today’s congested internet industry. Beyond just offering a fantastic product or service, your business must go above and beyond. Client service and support are frequently the first steps in providing a great customer experience.
Freshdesk can help with that. Freshdesk gives you everything you need to deliver high-quality customer assistance without the fuss because it is an omnichannel customer service platform.
You can collaborate with support staff from a single platform using Freshdesk to engage customers at every touchpoint and automate customer service procedures.
It’s wonderful to having EVERY function available… when you need it.
However, if you don’t, your firm may benefit most from a less complex and expensive solution.
We have a list of the top Freshdesk alternatives available if you’re looking.
Freshdesk Overview
Freshdesk is a leading help desk solution on the market, trusted by over 40,000 clients including Panasonic, HP, and American Express.
For businesses that approach customer assistance through multiple channels, it provides a strong option.
The ability to automate and streamline complex support procedures is a distinguishing feature that can help your business save time, money, and hassle.
Freshdesk was created with the intention of making customer engagement and success available to businesses of all sizes. It also enables flexible scalability, enabling companies to acquire the capabilities they require as their business expands.
Freddy AI, a simple-to-deploy bot that tracks intent and interacts with clients to help resolve issues more quickly, is another service offered by Freshdesk.
Main Features:
Use a thorough ticketing system to assign, classify, and prioritise tickets.
With linked tickets and a team huddle, you can improve customer support collaboration.
Combining support-related phone, email, social media, and other communications.
Manage field-service activities such as scheduling, time tracking, and service tasks.
With time- and event-triggered ticket dispatch, you can automate repetitive helpdesk duties.
Utilize a knowledge base and forums to provide clients with a self-service experience.
Using curated and customised reports, evaluate and increase productivity.
Create your own processes, agent roles, apps, and more.
With limited help desk functionality, a free plan is available.
Paid options range from $15 per agent per month (paid annually) to $99 per agent per month (billed annually).
Optional omnichannel assistance costs $79 per agent each month (billed annually).
Why You Might Want a Different Option:
A smaller software platform with a reduced monthly fee can be preferable if you run a small business and don’t require all the intricate capabilities.
You want something that is uncomplicated, clear-cut, and simple to understand and utilise.
A help desk that is naturally integrated into your website is something that your business needs.
You want Facebook and Twitter to be more deeply integrated.
Check out some of the top Freshdesk alternatives on the market if any of the aforementioned situations apply to you or if you’re just seeking for alternatives with different features at a reduced price range.
Top 15 Best Freshdesk Alternatives In 2024
Top 15 Best Freshdesk Alternatives are explained here.
1. Help Scout
Help Scout, a company trusted by more than 10,000 companies in 140 countries, promises to help customer-focused companies deliver top-notch customer service through powerful support tools.
All sizes of businesses can benefit from our helpdesk software solution, which can accommodate groups with more than 500 users.
Help Scout stands out from rivals in part because of their emphasis on customer service.
To support businesses in providing excellent customer service and fostering growth, Help Scout provides email and chat support seven days a week, training sessions and workshops every other week, and customer service education through HelpU. Also check screen recording software
Main Features:
Use a single shared inbox to manage your phone, chat, and email discussions.
Utilize private notes, collision detection, saved replies, and tagging to collaborate with your team.
Create robust automated processes based on if/then logic to manage repeated activities.
Quickly create personalised knowledge base articles with categories and related content.
Launch a branded assistance centre website that is search engine optimised, responsive to all devices, and equipped with an integrated SSL.
Through in-app messaging, interact with consumers while addressing their support needs and requesting feedback.
Self-service live chat alternatives with rapid responses, chatbots, and simple escalation should be available.
To assess your team’s volume by channel, busiest times, and hot subjects, use thorough reporting.
Why Opt for Help Scout Rather:
Your firm needs access to software customer support and training.
You want simple features that your team can quickly and simply understand how to use.
You’re looking for a reasonable choice that offers only the necessities. This is another Freshdesk alternative.
You wish to benefit from discounts since you are a start-up or charity organisation.
2. Helpdesk
With HelpDesk, a complete customer support solution, you can handle tickets from many sources in a single, simple-to-use dashboard.
You can keep track of every discussion you have and turn it into a ticket right away with HelpDesk.
Additionally, it provides a cooperative setting where teams can cooperate to address issues and close problems.
You may automate time-consuming procedures and add unique dashboard views to fit your workflow to save time.
Main Features:
In one location, manage tickets generated by email, web forms, and other sources.
Use private notes and automated assignment rules to collaborate on support tickets.
Utilize prefabricated responses, ticketing assignments, and automated workflows to save time.
To improve judgments, evaluate ticket satisfaction, response times, and ticket reports.
Create unique domains, feedback request messages, and signatures for your helpdesk.
To complete sure clients are being scrutinized after, view the history of tickets and the status of deliveries.
For multichannel customer care, link HelpDesk with LiveChat.
Why Opt for HelpDesk Rather:
Your company requires a platform that is simple to use and intuitive.
You have a limited budget but still need a reliable help desk solution like Freshdesk.
You now use LiveChat, ChatBot, or KnowledgeBase, among other LiveChat products.
You desire round-the-clock, live assistance.
3. Zendesk
A well-liked Freshdesk substitute, Zendesk has more features than only customer service alternatives, such as a separate sales CRM, a community forum, a knowledge base, live chat, and integrated voice software.
While you may add additional capabilities a la carte, Zendesk Support offers a straightforward platform for tracking, prioritising, and resolving customer support tickets.
Zendesk Support’s ability to support your support agents, so simplifying their tasks and making them happier and more contented, is one of its selling advantages.
With Zendesk Support, a self-service knowledge base component called Zendesk Guide is offered.
Main Features:
Easily integrate with your website, email, Facebook, Twitter, and other platforms.
To increase agent effectiveness and efficiency, use technologies for guided mode, customer context, and cooperation.
Support for customization via 500+ public app integrations and more than 500 different Zendesk APIs, including HubSpot, Shopify, and Salesforce.
Create your own channel integration or Zendesk App for usage only within your company.
Make a knowledge base where people may look up articles and access forms for support.
Obtain consumer insights using CSAT and NPS scores.
Why Opt for Zendesk Rather:
You’re looking for a platform that’s inexpensive and simple to use.
You need something that is quick to set up and use (in hours, not weeks).
the freedom to add functions like community forums, chat, voice assistance, and self-service answers when you need them.
You now utilise Zendesk products, such as the Sales CRM.
4. LiveAgent
LiveAgent is a sophisticated, multichannel help desk application that provides a plethora of capabilities to assist your company in enhancing customer support and service.
LiveAgent has one of the best price-to-value ratios on the market because to its low-cost plans and 180 help desk capabilities with 40 integrations.
Gamifying the support process for agents is a unique feature of LiveAgent that encourages them to offer the best service possible.
For businesses who offer customer care in a variety of languages, LiveAgent also provides multilanguage help.
Main Features:
Utilize a single global inbox to manage all email, live chat, call, forum, and social media enquiries.
Utilize hybrid ticket streams to collect tickets from several platforms while allowing numerous agents to work together on a single ticket.
Make rules to improve support procedures and automate ticket routing.
Use prewritten or scripted responses to respond to frequent questions fast.
To create sure visitors have what they require at every turn, use proactive chat invitations, video chat, and real-time chat.
With limitless call recordings, handle a lot of calls in the inbound call centre.
On Facebook, Twitter, Instagram, and Viber, offer customer service.
Make a customer portal that includes a forum, knowledge base, and comments section.
Get widgets that can adapt to different languages so that agents can communicate in the language of their choice.
By giving agents points and badges in addition to stages, benchmarks, or leaderboards, you may make the customer service process more fun for them.
Why Opt for LiveAgent Rather:
You need a robust free option on a comprehensive platform.
Your operations likely include a lot of call centres, therefore you require voice support features that are robust. This is another Freshdesk alternative.
Gamifying the support process is a strategy used by your organisation to encourage support agents.
You have an international company that offers assistance in numerous languages.
5. Zoho Desk
The “world’s favourite customer care software,” Zoho Desk, claims to assist businesses boost agent efficiency, encourage self-service, and boost customer satisfaction. Also check call center software
With omnichannel support, sophisticated workflow automations, self-service choices, and AI, Zoho Desk has a lot to offer and has been recognised in Gartner’s 2020 Magic Quadrant for CRM Customer Engagement Centers.
Zia, an AI-powered assistant that users can talk with through the company’s mobile app or website, is arguably its most distinctive feature.
Zia evaluates inquiries and provides automatic responses based on the information in your knowledge base.
Additionally, you can teach Zia to carry out customer-requested tasks like making a new order or amending an already-placed one.
Main Features:
Obtain support tickets via email, social media, live chat, phone, or online form.
Create a knowledge base with articles, a community forum, and a personalised, branded help centre.
Zia, an AI-powered assistant, can speak with consumers, respond to their questions, and even carry out simple chores, freeing up customer support personnel.
Keep track of the time agents spend on tasks and client tickets.
To make sure that processes are dependable, predictable, and effective, use the Blueprint to specify their specifics.
Automate routine tasks like workflows for escalation and ticket assignment SLAs.
Utilize unique APIs to integrate with other Zoho applications and outside resources.
Why Opt for Zoho Desk Rather:
Your business wants to offer a variety of self-service choices.
Software with AI support is what you desire.
You want to maintain consistency and efficiency in the complicated cross-functional service procedures that your company operates.
You require a support desk with close integration if you use Zoho CRM.
6. Hiver
The first helpdesk created for Google Workspace is called Hiver.
Hiver, which is used by more than 1500 businesses worldwide, enables you to effectively handle inquiries that arise in shared inboxes like support@ and help@.
It enables teams to internal collaborate without utilising Ccs and forwarding, assign emails as tasks, and monitor their progress in real-time.
Hiver stands out because it enables teams to offer customer support directly from a Gmail-based application they are already accustomed to using.
As a result, your team may utilise all helpdesk features within Gmail without switching to a different platform.
Hiver would be a great pick for your support team if you’re looking to provide quick and sympathetic client assistance.
Main Features:
With only one click, assign team members to receive incoming customer emails.
Utilize Hiver’s email notes to easily collaborate with your team.
Delete all internal emails.
Use email tags to group and order customer requests.
To prevent duplicate responses, be warned by Hiver’s collision alarms.
Utilize rule-based automations from Hiver to automate boring and repetitive operations.
Utilize email templates to deliver quicker and more reliable responses.
Analyze customer satisfaction to monitor the level of support.
Utilize Hiver’s powerful analytics dashboard to evaluate the performance of your team.
Keep track of important parameters, such average resolution time, first response time, and others.
Set up SLA standards to promote team accountability and prompt query responses from your agents.
Why Opt for Hiver Rather:
Your business wants to offer quick, individualised customer service.
You require a user-friendly, clear customer service solution.
You need a customer care solution that can grow with your business and doesn’t take much training to learn.
7. Kayako
Kayako seeks to maintain individualised and straightforward customer service by giving agents across channels access to key capabilities.
Kayako enables free collaborators—users who can watch and participate in customer discussions, make internal notes, but not send outbound communications—unlike many other Freshdesk equivalents.
Journeys and Conversations are yet another distinctive aspect.
With Kayako, you can visualise your customer’s journey by quickly glancing at all of their activity, which gives support conversations better context.
In addition to having additional information available while giving support, this enables your agents to solve problems in a proactive manner.
Main Features:
Your website and iOS or Android mobile apps should offer live chat.
This is another Freshdesk alternative. With Journeys and Discussions, which offer additional context for support conversations, get a comprehensive perspective of all the customer’s behaviours and actions.
Create a self-service site so that customers may find the information they require easily.
Support and interact with consumers on Twitter and Facebook directly from Kayako.
Connect to Slack, Salesforce, and Stripe among hundreds of other apps and tools.
Why Opt for Kayako Rather:
Behind your firewall, you require a self-hosted solution for corporate service desk software.
Your team’s approach to customer support should include looking more closely at customer activities in order to provide more context.
Even when you expand, your company wishes to comprehend the customer and maintain individualised service.
Although they assist with tickets, your collaborators don’t send outbound messages.
8. Salesforce Service Cloud
Salesforce is a platform for customer relationship management (CRM), which you may already be familiar with.
But there is a method to organise and deliver thorough customer service and field service support using Salesforce Service Cloud.
Depending on your needs, Salesforce Service Cloud offers both a completely customisable CRM and an out-of-the-box, all-in-one sales and support software.
Freshdesk and many other help desk systems don’t give the field service assistance that Salesforce Service Cloud does.
By detecting assets and parts in photographs and recommending the best course of action for fixing, AI-powered image recognition aids field service agents in raising the percentage of first-time fixes.
A wonderful approach to keep mobile personnel informed of policies, procedures, and safety regulations is through the field service mobile app.
Main Features:
Easily manage support tickets from a single screen and route cases through any channel.
Use Einstein bots for SMS, WhatsApp, and Facebook Messenger to send messages on the go.
Observe and reply to comments on Twitter, Instagram, Facebook, YouTube, and other social media.
Integrate customer service tools like chat and a knowledge base into your website or app.
To resolve phone issues more quickly with AI-powered productivity tools, integrate cloud telephony into the service console.
With custom portals and communities, you can easily set up a self-service assistance centre.
To provide efficient and effective support, automate case management and service procedures.
Give your field service teams strong tools like intelligent job assignment, remote assistance, AI-powered picture recognition, and mobile apps with safety checks.
With the predictions, suggestions, and chatbots offered by Einstein AI, you can increase agent output and customer satisfaction.
Why Opt for Salesforce Essentials Rather:
You need a support solution that works nicely with Salesforce because you already use it.
Your company requires a reliable choice for field operations assistance, including virtual field support.
A system that scales well and can manage high-volume support operations is required for your corporate organisation.
9. Intercom
According to Intercom, “the future of support is conversational,” and the company has built its platform to assist companies in providing first-rate customer service along the “Conversational Support Funnel.”
This funnel offers proactive help, self-service, and one-on-one human support via a variety of channels.
The funnel distinguishes this support desk software from others.
Intercom offers a lot of capabilities to enable users get the support they require before contacting a human agent, which helps lower the amount of support tickets.
Main Features:
Embedding Business Messenger on your website will give users a nice, human support experience.
Manage and respond to discussions across email, social media, and websites in a single inbox.
Keep clients informed about planned disruptions by using targeted outbound communications to offer brief suggestions.
With assignment rules, ticketing workflows, and other tools, you may route and order discussions.
Offer interactive product tours to customers so they can see what’s new.
Use a mobile carousel to interact with people on their devices and answer frequently asked questions inside your app.
Make knowledge base articles and provide them to particular users based on consumer information.
Utilize personalised bots to gather data, identify issues that need attention quickly, and connect customers with team members.
This is another Freshdesk alternative. With Resolution Bot, which is easy to train to address recurrent difficulties, you can help solve problems while you’re not at your desk.
Why Opt for Intercom Rather:
It’s crucial for your company to offer individualised, human customer service.
In order to decrease the quantity of support tickets, your company is committed to offering proactive help.
Utilizing a range of self-service choices, you wish to scale your assistance.
You want to be able to add options to your package, such product tours and sophisticated lead generation.
10. HappyFox
HappyFox is an all-in-one help desk ticketing system that enables customer support teams to deliver quicker and better support. It has been named Best Help Desk Software by PCMag.com for the past five years. Also check remote access software
Lowe’s and Whirlpool, two Fortune 500 companies, rely on HappyFox, which is also the best option for small- and medium-sized teams who want complete ticketing capability.
HappyFox is the best option if you want top-notch asset management features and ticket management capabilities.
In terms of ticket management functionality, including human and automated tools, this customer support solution outperforms comparable alternatives.
Main Features:
Automatically convert emails into tickets with categories based on the email address the customer used to send the message.
Setting ticket priorities, categories, and assignments while keeping track of status changes can be done using a single dashboard.
You may bookmark, preview, and subscribe to tickets to get instant alerts regarding particular ones.
When certain conditions are satisfied, use Smart Rules to take specified actions by linking the rules to a work schedule or category.
Receive round-robin ticket distribution, which distributes cases in accordance with the number of active agents or the number of open tickets.
To prepopulate information and generate notification emails, use canned responses and ticket templates.
Create and manage a branded knowledge base and self-service site for customers.
Create forums for the general public, clients, and agents that are categorised.
Utilize a report dashboard that is customisable to gain insight into tickets and agent performance.
Integrate with Salesforce, Aircall, Microsoft Teams, Slack, Facebook, Jira, and HappyFox Chat, among others.
11. Jira Service Desk
Jira Service Desk, developed by Atlassian, is a cutting-edge, cost-effective IT service management (ITSM) tool for delivering IT services quickly.
Enterprise teams that want high availability and IT performance at scale should use this solution.
Jira Service Desk has received certification from PinkVerify for incident, problem, change, and request fulfilment processes.
As opposed to other help desk solutions, this one focuses on incident, problem, and change management using IT service management.
Nevertheless, the technology does include scalable templates and processes designed for ITSM, customer support, and business teams.
Jira Service Desk includes products for both IT and customer service in one place, whereas Freshdesk has separate products for each, allowing you to maximise your investment.
Main Features:
By establishing rules for escalation, assignment, priority, categorization, and closing incidents, manual tasks can be made automated.
Connect to 200+ tools for monitoring, workflow, and collaboration.
With the use of a self-service portal that employs machine learning to make article searching quicker and simpler, you may assist employees in finding the solutions on their own.
Get an integrated knowledge base that will make it simple to share information inside the organisation.
SLA policies should be established, and deadlines should be tracked based on the types of requests or the amount of time that has passed.
This is another Freshdesk alternative. All IT assets should be tracked using Insight and connected to Jira Service Desk requests.
Modification approval settings according to the type of change.
Run reports to determine data such as incident totals, most prevalent issues, and more.
Cost-free three-agent package is offered.
Instead, use Jira Service Desk because:
You need a service desk with all the features of ITSM that costs half as much as Freshservice.
ITIL processes with PinkVERIFY certification are what your company needs.
A service desk solution that benefits ITSM, customer service, and business teams is required.
A cloud-based or local server-based solution is what you require.
12. TeamSupport
On the list, TeamSupport is the only Freshdesk substitute targeted at business-to-business (B2B) organisations.
TeamSupport is a complete, scalable, all-in-one customer service solution created to handle the requirements and difficulties of today’s B2B organisations, including customer management, collaboration, and inventory solutions.
The ability to perform sentiment analysis is one of TeamSupport’s coolest features.
With the aid of IBM Watson technology, TeamSupport provides a real-time sentiment analysis function that enables you to quickly determine a customer’s tone and aids in ticket prioritisation.
Main Features:
Consolidate customer contacts to provide a comprehensive understanding of customer sentiment.
Keep track of all customer data in a thorough customer and contact database.
Utilize drag-and-drop to edit the ticket management page.
Create custom fields, statuses, and properties for your help desk tickets.
Help agents locate articles quickly and easily to address client problems with suggested fixes.
Get a fully configurable customer self-service hub where clients may check the status of their tickets, browse the knowledge base, look up information, and interact with operators.
Use the Customer Distress Index (CDI) to track customer happiness and assess the general wellbeing of your customers.
Give agents access to an internal wiki, task management, and calendar that are all integrated.
Keep track of your inventory and assets down to the serial number so you can easily obtain specific information on delivery and return status.
Integrate your programme with other well-known programmes like Microsoft Teams, Salesforce CRM, Jira, HubSpot, Slack, and Mailchimp. This is another Freshdesk alternative.
Use TeamSupport instead because:
You require a comprehensive customer support system that includes asset management and CRM.
To increase customer happiness and brand loyalty, you want a solution that was created for B2B companies.
13. Freshservice
Freshservice was developed for proactive IT service management by Freshworks, the same business that runs Freshdesk.
While not your conventional help desk solution, this software is perfect for closing the gap between IT and business in your firm so you can handle IT issues and requests from a single unified dashboard.
Freshservice provides reporting, IT project management, asset management, and management tools in addition to an IT service desk.
Freshservice is a fantastic choice if you’re searching for an internal IT help desk solution to organise tech support within your company.
Main Features:
Publish a self-service portal, email, phone, and in-person submission options for users.
Tracking, assigning, prioritising, and automating the ticket resolution process.
Convert incident solutions into knowledge base articles so you can address typical, straightforward queries.
Give users the option to search the knowledge base for solutions before reporting a ticket.
Chat with other IT team members to resolve tickets together.
Automate tedious processes using simple procedures while effectively planning and tracking.
To manage tasks for IT projects, use a real-time project dashboard.
Manage and keep track of both IT and non-IT assets that are in use or storage at all times.
Utilize tools for asset discovery that continuously update asset data while automatically scanning for hardware and software.
To quickly locate bottlenecks, obtain reports for incidents, changes, and assets.
Use Freshservice instead because:
A system for managing IT services is necessary.
You’re searching for a service that can manage IT assets and projects.
14. Zammad
Zammad is a relative newcomer to the help desk business.
This browser-based, open-source programme has a contemporary, spick-and-span interface. This is another Freshdesk alternative.
Ruby on Rails was used to create Zammad, which provides installation packages for CentOS, Red Hat Enterprise Edition, and Ubuntu.
Using a REST API, you can integrate Zammad into your current system environments, or for a reasonable monthly fee, you can select a hosted option from Zammad.
The support software and help desk will remain open-source, according to Zammad.
Main Features:
Agents receive a customised list of pertinent tasks to complete.
To avoid losing support requests as new ones arrive, multitask with parallel ticket processing.
Attributes can be changed on a ticket, customer, or organisational level.
For both incoming and outgoing calls, integrate the phone system.
To manage support requests across channels, integrate chat and social media.
To easily create tickets from messages, integrate contact or feedback forms.
With support for nine languages, select your preferred language for your interface.
Browse tickets and attachments quickly by using full-text search.
Permit customers to update tickets and monitor the progress of support via the customer interface.
Reasons to use Zammad instead:
You’re looking for open-source software for a help desk and support.
You need something straightforward to support up to 25 support agents but you’re not an enterprise customer.
Social media is where most of your support inquiries come from.
15. SupportBee
A collaborative ticketing system called SupportBee was created for customer support teams. This is another Freshdesk alternative.
With this straightforward support ticket system, collaboration across an organisation is easy and intuitive, as are organisation and prioritisation.
Although SupportBee is a less complicated help desk solution, this can be advantageous for businesses who don’t require (or don’t want to pay for) complicated features they will never use.
This solution can be quickly and simply implemented by using your current email client.
It can actually be operational in under five minutes.
Main Features:
You can collaborate by accessing and managing support tickets in a shared inbox and allocating them to particular teams or agents.
Get a straightforward workflow with tickets that can be answered, left unanswered, or archived.
You can quickly and easily involve other team members in a ticket by using comments.
To assist customers in finding answers to their questions before contacting a human support agent, integrate a knowledge base into your website.
Request reports on the volume of tickets, average response time, and total responses.
incorporates well-known programmes like Basecamp, Trello, Bigcommerce, Slack, and Trello.
Use your current email client or a desktop or mobile device to access.
What Makes SupportBee Better:
Simply a user-friendly customer ticketing system will do. You don’t need anything complicated.
Your customer service/support process should include collaboration heavily.
Your company needs something that can be set up and used in under five minutes.
You want a resource that you can use in your current email client as well as on a desktop and a mobile device.
Several variables will affect your organization’s decision regarding the best Freshdesk substitute.
Think first about the features that are essential and those that are nice to have.
Next, determine your budget while accounting for the number of agents who would be utilising the platform, as most solutions charge per agent.
Consider what kind of user experience appeals to you after you’ve reduced your options based on features and price.
While some businesses require an intricate solution with many features, others are looking for a quick-to-install platform that is simple to use.
Occasionally, the only way to determine whether a solution is a good fit for your organisation is to give it a shot.
A free trial period or free plan option is provided by the majority of the Freshdesk alternatives on our list, giving you the chance to get your hands dirty and experience the product firsthand.
