24 Best Zendesk Alternatives Reviewed in 2024
Best Zendesk Alternatives Shortlist
Here's my pick of the 10 best software from the 24 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
Zendesk is a widely popular customer support platform, but it might not be the perfect fit for every business. Whether you’re looking for a more budget-friendly option, specific features that Zendesk lacks, or a simpler user interface, there are numerous alternatives worth considering.
In this review, we will explore some of the best Zendesk alternatives, comparing their key features, pricing, and unique benefits to help you find the right solution for your customer support needs.
What is Zendesk?
Zendesk is a customer service software designed to help businesses efficiently manage and respond to customer inquiries across multiple channels. It centralizes ticket management, allowing support teams to promptly track, prioritize, and resolve issues.
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With support for email, chat, phone, and social media interactions, Zendesk ensures seamless communication to meet diverse customer needs.
Why Look for a Zendesk Alternative?
Although Zendesk is a valuable tool, it may not be the right fit for your team. There are several reasons why you may start searching for a Zendesk alternative, including:
- Cost: Zendesk’s pricing can be quite steep, especially for small businesses or startups with limited budgets. As a result, you might be looking for a more affordable alternative that still offers strong customer support features.
- Complexity: Zendesk can be overwhelming with its extensive features, which may not be necessary for all teams. If your team needs a simpler, more intuitive platform, a less complex alternative might be a better fit.
- Customization: While Zendesk offers customization options, they may not be sufficient for all business needs. If you require more flexibility to tailor the platform to your unique processes, you might seek a more customizable solution.
- Integration: Zendesk may not seamlessly integrate with some of the other tools and software your business relies on. If smoother integration with your existing workflow is essential, you may need to consider alternatives that offer better compatibility.
- Support: Some users find that Zendesk’s customer support can be slow or impersonal at times. If you prioritize more responsive or personalized support, you might want to explore other options that offer a higher level of customer care.
Alternatives to Zendesk can provide more affordable pricing, simpler interfaces, greater customization, better integration capabilities, and more responsive support, addressing some of the limitations you might face with Zendesk. These alternatives can better align with your specific needs and preferences.
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Best Zendesk Alternatives Summary
| Tools | Price | |
|---|---|---|
| Hiver | From $15/user/month (billed annually) | Website |
| Help Scout | From $22/user/month (billed annually) | Website |
| HappyFox | From $29/user/month | Website |
| Kustomer | From $89/user/month | Website |
| Crisp | From $6.25/user/month | Website |
| eGain | Pricing upon request | Website |
| HubSpot Service Hub | From $15/seat/month (billed annually) | Website |
| ProProfs | From $40/user/month | Website |
| Trengo | From $22/user/month | Website |
| ServiceNow | Pricing upon request | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareBest Zendesk Alternatives Reviews
Here are my detailed analyses of each Zendesk alternative, covering their pros and cons, key features, and best use cases to help you make an informed decision.
Hiver integrates directly with Gmail to manage customer support teams, making it ideal for handling queries within the Google Workspace environment without switching platforms.
Why it's a good Zendesk alternative: Hiver simplifies email management by integrating directly with Gmail, eliminating the need for a separate help desk system. This makes it a strong alternative to Zendesk for teams already using Google Workspace, as it reduces the learning curve and streamlines workflows.
Standout features & integrations:
Features include multi-channel support, email management, workflow automation, and analytics, enabling teams to collaborate, automate repetitive tasks, and monitor performance directly within the Gmail interface.
Integrations include Slack, WhatsApp, Aircall, Asana, Salesforce, QuickBooks, Jira, Zapier, Okta, and Google Workspace.
Pros and cons
Pros:
- Comprehensive email management features
- Easy to use with minimal setup
- Direct integration with Gmail
Cons:
- Limited customization options compared to some competitors
- Limited to Google Workspace users
Help Scout is a customer support platform featuring a shared inbox, help center, and live chat software. It’s ideal for teams prioritizing personalized customer interactions and efficient support management.
Why it's a good Zendesk alternative: Help Scout emphasizes a customer-first approach, which is important for businesses that value personalized support. With a shared inbox, teams can easily manage customer interactions efficiently and effectively. Additionally, the software offers a more straightforward and user-friendly interface, making it easier for teams to manage customer support without an overwhelming learning curve.
Standout features & integrations:
Features include a shared inbox, live chat, knowledge base, proactive messaging, and AI tools for drafting replies and summarizing conversations, enhancing team productivity.
Integrations include Salesforce, HubSpot, Jira, Slack, Mailchimp, Shopify, WooCommerce, Zapier, Google Workspace, and Microsoft Teams.
Pros and cons
Pros:
- Comprehensive integrations
- Strong focus on customer-first support
- User-friendly interface
Cons:
- Potential learning curve
- Limited advanced features
- Limited advanced features
HappyFox is an advanced help desk and customer support software solution. It excels in providing instant live chat support across mobile, desktop, and web platforms for omnichannel support.
Why it's a good Zendesk alternative: HappyFox is known for its strong live chat capabilities, which are important for businesses requiring real-time customer interaction. Its multi-platform support ensures accessibility across devices, offering a versatile alternative to Zendesk. Additionally, HappyFox provides excellent customer support, ensuring that businesses receive the help they need to maximize the platform’s potential.
Standout features & integrations:
Features include a strong ticketing system, AI-driven support, end-to-end process automation, and instant live chat for enhanced customer engagement and support efficiency.
Integrations include Salesforce, Aircall, Microsoft Teams, Slack, Facebook, Jira, Okta, Azure, Asana, and HubSpot.
Pros and cons
Pros:
- Multi-platform live chat support
- AI-driven support features
- Comprehensive ticketing system
Cons:
- Limited customization options
- Higher starting price compared to some competitors
Kustomer is a customer service CRM platform that uses AI to improve customer interactions and streamline support processes. This makes it ideal for businesses looking to efficiently manage customer service with AI capabilities.
Why it's a good Zendesk alternative: Kustomer offers users with strong AI capabilities that significantly improve customer service efficiency. It provides a single view of customer interactions across various channels, enabling support teams to resolve issues more efficiently. Additionally, Kustomer excels with its several automation and workflow customization options, making it ideal for businesses that need a more tailored support experience.
Standout features & integrations:
Features include AI chatbots, AI agent copilot, and a unified customer timeline for swift and precise issue resolution, offering comprehensive insights into customer interactions.
Integrations include Slack, Salesforce, Shopify, Magento, BigCommerce, Zapier, Mailchimp, Google Analytics, Facebook Messenger, and Instagram.
Pros and cons
Pros:
- Proactive support capabilities
- Unified customer view
- AI-driven automation
Cons:
- Limited customization options
- Complex setup for small businesses
Crisp is an all-in-one business messaging platform tailored for startups to efficiently manage customer interactions by centralizing communication channels in one place.
Why it's a good Zendesk alternative: Crisp offers an advanced suite of tools that are particularly beneficial for startups. Its all-in-one messaging platform stands out by integrating multiple communication channels into a single interface, which simplifies customer relationship management. Additionally, Crisp provides seamless integrations with popular tools and offers a more personalized support experience, making it easier for team members to engage with their customers effectively.
Standout features & integrations:
Features include a shared inbox, chatbots, CRM, and co-browsing capabilities, allowing businesses to automate tasks and provide real-time customer assistance.
Integrations include Slack, WhatsApp, Instagram, Zapier, Aircall, Shopify, WordPress, Segment, Salesforce, and Pipedrive.
Pros and cons
Pros:
- Affordable pricing for small teams
- Easy integration with multiple communication channels
- Comprehensive feature set for startups
Cons:
- May require some time to set up and customize
- Limited advanced features compared to larger platforms
eGain is a customer service software specializing in AI-driven knowledge management. It excels in providing accurate, consumable answers quickly by leveraging AI and expert collaboration.
Why it's a good Zendesk alternative: eGain provides users with a strong AI-driven knowledge management capabilities, which stand out when compared to Zendesk. Its ability to integrate AI with human expertise ensures that customer queries are resolved efficiently, making it a valuable solution for businesses seeking personalized, yet automated services.
Standout features & integrations:
Features include an AI-powered knowledge base for rapid and accurate customer responses, strong integration with diverse customer service channels, and analytics to gauge interaction effectiveness.
Integrations include Adobe, Apple Business Chat, Amazon Connect, Avaya, Cisco, Five9, Genesys, Google Business Messages, IBM Watson, and Microsoft Dynamics 365.
Pros and cons
Pros:
- Effective analytics for customer interactions
- Wide range of integrations
- Strong AI-driven knowledge management
Cons:
- Steep learning curve
- Limited UI customization
HubSpot Service Hub is an advanced customer service software designed to scale with your business. It’s best for scalable customer service tools due to its flexible pricing and extensive feature set that grows with your needs.
Why it's a good Zendesk alternative: HubSpot Service Hub is known for its scalability and large suite of customer service tools. It stands out as a good Zendesk alternative due to its seamless integration with the HubSpot ecosystem, offering a unified platform for marketing, sales, and customer support. Additionally, its powerful CRM integration and comprehensive reporting tools give businesses valuable insights to improve customer service and retention.
Standout features & integrations:
Features include ticketing, team email, live chat, email templates, ticket creation bots, meeting scheduling, and detailed reporting for customer service management.
Integrations include Slack, Salesforce, Shopify, Microsoft Teams, Zoom, Google Workspace, Jira, Asana, Mailchimp, and Zapier.
Pros and cons
Pros:
- Strong integration capabilities
- Comprehensive feature set
- Automated ticketing
Cons:
- Limited customization
- Complex learning curve
ProProfs provides a variety of tools for training, customer support, and CRM. Its broad portfolio of features caters perfectly to training and customer service demands.
Why it's a good Zendesk alternative: ProProfs offers a wide range of tools that replace multiple software solutions, providing a cost-effective and efficient alternative to Zendesk. Its dual focus on training and customer support makes it versatile and valuable for businesses seeking streamlined operations.
Standout features & integrations:
Features include a training maker, knowledge base, quiz maker, survey maker, live chat, help desk, and CRM, enhancing employee performance and customer satisfaction.
Integrations include Salesforce, Mailchimp, Google Analytics, WordPress, Shopify, Zendesk, Freshdesk, Slack, Trello, and Asana.
Pros and cons
Pros:
- Advanced knowledge base
- Easy to use and implement
- Comprehensive suite of tools for training and customer support
Cons:
- Customer support can be slow at times
- Limited advanced features compared to specialized tools
Trengo consolidates customer feedback and conversations from multiple channels into a unified multichannel inbox, leveraging AI for automated workflows and intelligent customer interactions.
Why it's a good Zendesk alternative: Trengo is ideal for its reliable multichannel inbox and AI capabilities, positioning it as one of the best alternatives to Zendesk. Its integration of multiple communication channels and automation of workflows provides an advanced solution for customer support needs. The software also provides a more user-friendly interface and offers competitive pricing, which can be appealing for small to medium-sized businesses looking for a cost-effective and straightforward solution.
Standout features & integrations:
Features include a multichannel inbox for consolidating communication channels, AI-powered chatbots for automated responses, and automated workflows to streamline customer interactions, enhancing efficiency and response times.
Integrations include WhatsApp, Facebook Messenger, Instagram, Telegram, Slack, Microsoft Teams, Shopify, WooCommerce, Zapier, and Salesforce.
Pros and cons
Pros:
- Automated workflows for smooth processes
- AI-powered chatbots for automated responses
- Consolidates multiple communication channels into one inbox
Cons:
- Mobile app limitations
- Limited advanced reporting
ServiceNow is an advanced platform designed to streamline IT service management and digital operations, utilizing AI to proactively enhance both IT and customer service management for businesses.
Why it's a good Zendesk alternative: ServiceNow is known for its strong AI-driven capabilities that proactively manage digital operations. This makes it a valuable contender against Zendesk, especially for enterprises needing advanced IT service management and automation features. Furthermore, its ability to integrate various business functions into a single platform also adds to its appeal.
Standout features & integrations:
Features include IT service management, customer service management, IT operations management, and integrated risk management, supported by AI capabilities for business process automation and optimization.
Integrations include Microsoft Teams, Slack, Zoom, Salesforce, SAP, Oracle, Google Workspace, AWS, Azure, and Jira.
Pros and cons
Pros:
- Scalable for large enterprises
- Advanced AI-driven automation
- Comprehensive IT and customer service management
Cons:
- Limited customization
- Complex setup
Other Zendesk Alternatives
Below is a list of additional Zendesk alternatives that I shortlisted. While they didn’t make the top 10, they’re still valuable and worth further research.
- Nextiva
Best for unified customer experience management
- Jira Service Management
Best for high-velocity service management
- Attio
Best for CRM and customer data management
- BoldDesk
Best for customizable help desk solutions
- Groove
Best for small business support teams
- Intercom
Best for personalized customer messaging
- Tidio
Best for live chat and chatbot integration
- Freshdesk
Best for multi-channel support
- Zoho Desk
Best for AI-driven customer service
- Manage Engine ServiceDesk Plus
Best for IT service management
- Sendbird
Best for in-app chat and messaging
- Front
Best for team collaboration on customer support
- Helpshift
Best for mobile app customer support
- SupportNinja
Best for outsourcing customer support
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Zendesk Alternatives Selection Criteria
The criteria for choosing a Zendesk alternative should directly address buyer needs and common pain points, ensuring that the software serves its intended purpose effectively. As an expert who has personally tried and researched these tools, here are the requirements I use when evaluating software:
Core Functionality (25% of the weighting score):
- Support Ticket Management
- Customer Communication Channels (Email, Chat, Phone)
- Reporting and Analytics
- Knowledge Base Management
- Automation Capabilities and Workflow Customization
Additional Standout Features (25% of total weighting score):
- AI-Powered Chatbots
- Social Media Integration
- Customizable Dashboards
- Multilingual Support
- Mobile App Functionality
- Notifications and Other Add-On Features
Usability (10% of total weighting score):
- Intuitive Interface Design
- Drag-and-Drop Functionality
- Customizable User Roles
- Easy Navigation
- Minimal Learning Curve
Onboarding (10% of total weighting score):
- Availability of Training Videos
- Interactive Product Tours
- Pre-Built Templates
- Chatbots for Initial Guidance
- Webinars for In-Depth Training
Customer Support (10% of total weighting score):
- 24/7 Availability
- Multiple Support Channels (Email, Phone, Chat)
- Dedicated Account Managers
- Comprehensive Help Center
- Fast Response Times
Value For Money (10% of total weighting score):
- Competitive Pricing Plans
- Transparent Pricing Structure
- Free Trial Availability
- Discounts for Annual Subscriptions
- Feature-to-Price Ratio
Customer Reviews (10% of total weighting score):
- Overall Satisfaction Ratings
- Feedback on Usability
- Comments on Customer Support
- Insights on Feature Effectiveness
- User Experience Testimonials
Key Features of Zendesk Alternatives
Here are some key features of Zendesk that your alternative software should be able to replicate or improve upon to be a good fit.
- Ticketing System: Manages customer inquiries by converting them into tickets for streamlined support.
- Multi-Channel Support: Integrates email, social media, phone, and web widgets for seamless customer interactions.
- Self-Service Portal and/or Knowledge Base: Allows customers to find answers on their own through articles, guides, and FAQs.
- Live Chat and Messaging: Provides real-time chat support and integrates with SMS messaging apps like Facebook Messenger and WhatsApp for ease of use.
- Analytics and Reporting: Offers performance dashboards and analytics tools to measure customer satisfaction and support efficiency.
- Automation and Workflows: Automates ticket creation and routing, and supports custom workflows to improve efficiency.
- Customization and Integrations: Supports third-party apps and custom integrations to tailor the platform to specific business needs.
- AI-Powered Chatbots: Deploys intelligent bots to handle common customer requests and provide instant responses.
- Collaboration Tools: Facilitates internal collaboration with shared views, macros, and private support agent comments.
- Security and Privacy: Ensures data protection and compliance with industry standards through advanced security features.
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