15 Best Zendesk Alternatives in 2024

There is a long list of Zendesk alternatives, each bringing with them certain pros or cons that play a major factor in choosing software. Some are well-suited for particular business models or industries, while others operate at scale but with the sacrifice of certain services.

As you read along, we will delve into the top 15 Zendesk alternative options, breaking down what they are known for — both good and bad.

But first, for those looking to just get a better read on the market and what is out there, here is a quick refresher on Zendesk itself.

What is Zendesk?

In the simplest terms, Zendesk is a cloud-based customer service software that helps automate and facilitate customer support needs, taking the burden off staff and management. At its core, Zendesk is built around a ticketing system, organizing the inflow of customer questions or concerns into individual records, sorting, tracking, and prioritizing them until they meet a resolution. Even with this multifunctionality, Zendesk operates on a singular platform, creating a hub that customers can access from various touchpoints and establish a direct line of communication with.

Through this system, Zendesk offers a list of features that allow it to remain competitive in the market. Some of these features may be considered baseline for the customer service support software space, but others are unique to Zendesk. Like many of its competitors, Zendesk is multichannel, offering services through email, chat, phone, and social media. What sets it apart is its ability to aggregate the data from all these channels into segments, predefined categories, or profiles. That means regardless of where a customer chooses to interact, they will get the same experience, and the same analytics will be gathered. This also applies if they swap channels at some point during the process.

Like its peers, Zendesk also boasts a fair amount of automation, bringing increased efficiency by removing repetitive tasks, such as low-level responses, ticket routing, and follow-ups from the everyday workflow. Attached to this is also an automated gathering and processing system for key metrics, like ticket resolution times, customer satisfaction scores, and overall productivity. These are valuable analytics for multiple reasons.

Zendesk is also often praised for its ease of integration, seamlessly being put into place with little to no roadblocks or required training. Along these same lines, Zendesk consistently ranks high when it comes to User Interaction (UI) and User Experience (UX) design. That means it can not only be quickly put in place but also swiftly adopted by almost any level of employee. Internally, that can really save on the bottom line, and externally it is a good sign that customers will get to experience the same ease of use.

Is Zendesk right for your business?

Zendesk can be a wonderful option and a customer service solution for a wide variety of industries. In that sense, the type of business you conduct is less important to your decision than your customer service needs and goals. Like most software today, it offers versatility, something you won't get on the same level outside of the tech space. It is a singular platform that is cloud-based, and, as discussed, can operate through multiple channels. So, if you have a customer base that often interacts or attempts to interact with your business through several lines of communication or multiple applications, including email, chat, phone, and social media, then Zendesk could help you stay organized, efficient, and on track for your goals in terms of customer ratings, inquiry resolutions, and employee tool engagement. Whether you consider yourself a startup, a small business, a large enterprise, B2B, or B2C, Zendesk can offer scalable solutions. Additionally, Zendesk offers a competitive pricing program that can be worked into most budgets.

At the end of the day, if your business or company puts a high value on customer relations, resolution data, or value-based decision-making in general, a tool like Zendesk would be very beneficial. That doesn’t even include the value that comes from the overall collection of metrics, the ease of use, the price point, and the streamlining of workflow that you will get from any free customer support software.

What are the issues with Zendesk?

We’ve discussed the role of customer support software and the benefits it can bring, specifically in terms of Zendesk. While Zendesk is a good fit for many companies, no service is without its faults, and it is worth highlighting some of the more popular issues that businesses and users have faced and might serve as a deterrent before committing to the platform.

Some of the most recent issues brought to light in regard to Zendesk are outlined below: 

• Multi-ticket/multi-channel:

In an ideal world, a customer with a problem would choose a singular channel by which to communicate their issue and then patiently await their response. Zendesk is certainly built to handle such a situation, but that is often not the case. In reality, customers may use multiple channels to submit the same issue again and again, thinking it will expedite the process. Currently, Zendesk does not recognize these as a single, multi-submission ticket and instead logs them as separate instances. This slows the system down as well as skews analytics.

• Adoption of AI:

Zendesk has a deep investment in AI, and it fuels many of its features. While AI is a powerful and useful tool, it is not always the first choice for everyone. Depending on your industry or the service you are providing, Zendesk’s AI has been cited for offering very cold, inhuman, or poorly crafted responses.

• Price point:

At the end of the day, you’re trying to run a business, and that means keeping an eye on the books. Zendesk does require a steeper fee than other software options, and there is no shame if that is a deal-breaker for you and your company. Customer service is essential to success, but many companies have reported that they feel they are being charged a flat rate for services they do not use or engage with.

• Lack of communication:

Unfortunately, and somewhat ironically, the largest complaint by customers against choosing Zendesk is their lack of customer service. As an international business, Zendesk has a wide structure, but many reports trying to get ahold of the appropriate parties to discuss pricing, training, or issues can be rather difficult. That may even raise some concerns for the overall service and be a deterrent for many.

All of these are factors to consider; the good news, however, is that Zendesk is not your only option. In fact, the market is flooded with customer service software alternatives with a wide range of offerings. The hardest part is choosing which makes the most sense for you, your business, your employees, or your customer base. Luckily, we have put together a quick list of the 15 most popular Zendesk alternatives.But first: 

What to look for in customer support software?

There are several key factors that a business should look for when considering customer support software. Each of these can be essential to achieving the efficiency levels, improvements, or changes you are looking to make within your organization. Here are a few keystones of nearly every CS Software currently on the market:

• Ease of use: If software is expected to be integrated across an organization and adopted by an entire workforce, then it is essential that it has exemplary UI and UX, reducing training requirements.

• Accessibility: Software should be accessible from various devices and platforms, offering flexibility for remote teams as well as on-the-go support.

• Customization: Your aim should be to find an option that can be adapted to best align with your business's unique processes and workflows.

• Personalization: A truly impressive platform has the ability to personalize customer interactions through targeted messaging, responses, and tailored support experiences.

• Cost: Evaluate the ratio between services or bandwidth offered and the monthly fee being charged. Find a number that works for your business's budget.

• Scalability: Your business may, and most likely will, change in both size and scope over time, so finding a partner who is able and willing to adjust to those changes can be critical.

Top 15 Zendesk alternatives

1. Freshdesk

Freshdesk stands out as a simple and user-friendly helpdesk system, offering intuitive tools that empower world-class customer support teams. With its emphasis on providing better context and fostering collaboration, Freshdesk enables teams to efficiently manage customer inquiries, ensuring timely and informed responses. By simplifying the support process and facilitating seamless teamwork, Freshdesk enhances overall efficiency and enables organizations to deliver exceptional customer experiences.

 Features:

• Can operate, organize, collect, respond, and engage with customer data on multiple channels, including email, chat, phone, and portal.

• Offers automation capabilities for repetitive tasks, such as responses and ticket follow-ups, streamlining support processes.

• Includes a knowledge-based feature that allows your business to create, manage, and share information through articles, FAQs, guides, and other resources.

• Built around a digital ticketing system that can organize and prioritize customer requests, as well as guarantee timely responses.

Book Freshdesk demo

Pros:

• Consistently recognized for its UI/UX.

• Freshdesk is scalable, adapting for both small businesses and large enterprises.

• Offers competitive and transparent pricing plans, making it accessible to businesses with various budgets.

• Boasts features like shared inboxes and other tools that encourage collaboration.

View Freshdesk product tour

How Freshdesk Excels:

Freshdesk's user-friendly interface, flexible ticketing system, and effective automation set it apart, providing businesses with streamlined customer support management. This comprehensive approach ensures optimal support processes, reinforcing its position as a leading choice for delivering fantastic customer experiences.

Try Freshdesk now

2.  Freshdesk Omni

Freshdesk Omni is a comprehensive software platform designed to streamline and optimize customer service operations through features like ticketing, automation, omnichannel support, and customer engagement tools. With its intuitive interface and capabilities, Freshdesk Omni enables businesses to efficiently manage customer inquiries across various channels, ensuring consistent and personalized support experiences. By centralizing communication and automating routine tasks, Freshdesk Omni empowers organizations to enhance productivity, resolve issues promptly, and foster long-term customer satisfaction.

Features: 

• Centralized ticket management for efficient handling of customer queries and issues.

• Seamless integration of communication channels such as email, chat, phone, and social media to provide consistent support across all platforms..

• Comprehensive reporting and analytics capabilities to track performance metrics and gain insights into customer interactions.

• Internal collaboration features to facilitate communication and teamwork among users

• Flexibility to customize workflows, ticket forms, and user interfaces.

• Scalable platform for businesses of all sizes, from startups to enterprises

View Freshdesk Omni product tour

Pros:

• Feature set covering ticketing, omnichannel support, automation, and more.

• User-friendly interface and intuitive workflow design.

• Integration with third-party tools and applications for enhanced functionality.

• Strong reporting and analytics capabilities for performance tracking and optimization.

• Responsive customer support from the Freshworks team.

View Freshdesk Omni pricing

How Freshdesk Omni Excels:

Freshworks' Freshdesk Omni excels with its seamless integration, intuitive interface, and powerful automation, enabling businesses to manage customer inquiries across channels efficiently. Its advanced analytics and scalability further enhance support processes, making it a top choice for delivering exceptional customer experiences.

Sign up for Freshdesk Omni, for free

3. Zoho Desk

Zoho Desk serves as a comprehensive customer service platform, streamlining support efforts to boost productivity and enhance the overall customer experience. With its array of features designed for efficient ticket management, automation, and analytics, Zoho Desk empowers teams to resolve inquiries swiftly and effectively. By providing a seamless interface and tools, Zoho Desk enables organizations to deliver exceptional support while gaining valuable insights to continuously improve their customer service operations.

Features:

• Can operate, organize, collect, respond, and engage with customer data on multiple channels, including email, chat, phone, and portal.

• Offers automation capabilities for repetitive tasks, such as responses and ticket follow-ups, streamlining support processes.

• Utilizes AI for analytics and insights into customers, including tracking interactions and full responses.

Pros:

• Seamlessly integrates with other Zoho applications, adding to an existing suite of business tools.

• Allows businesses to customize the platform to align with their unique support processes and branding.

• Typically ranks very high in competitive and transparent pricing, making it more accessible than others.

Cons:

• Users may experience a learning curve, particularly when it comes to advanced features.

• Limited third-party integrations.

4. ServiceNow

ServiceNow leverages automation to craft intuitive user experiences, streamlining access to answers, approvals, and insights precisely when they're needed. By harnessing the power of automation, ServiceNow eliminates unnecessary delays and enhances efficiency in accessing critical information and processes. With ServiceNow, users can navigate workflows seamlessly, accelerating decision-making and optimizing productivity across the organization.

Features:

• Offers a variety of tools specifically for service management within enterprise businesses.

• Refined automation applications that can help large or commercial businesses streamline complex workflows.

• Includes self-service portals, allowing users to find answers and solutions on their own.

• Beyond customer support, ServiceNow offers IT Service Management (ITSM) capabilities.

Pros:

• Highly scalable, catering to the needs of large companies with complex service requirements.

• Advanced B2B analytics and reporting tools, allowing for data-driven decision-making.

• Effectively integrates with a wide array of third-party applications and systems.

• Well-known for its excellence in ITSM.

Cons:

• Implementing and configuring ServiceNow can be complex, requiring expertise and time.

• While offering powerful features, it comes at a higher cost.

5. Gorgias

Gorgias, a unique customer service platform, is tailor-made for ecommerce businesses seeking to provide seamless customer support as they scale. Its specialized features cater to the dynamic needs of growing businesses, ensuring effortless management of customer inquiries and interactions. With Gorgias, ecommerce enterprises can maintain high-quality customer service standards while efficiently managing increasing volumes of support requests, contributing to sustained growth and customer satisfaction.

Features:

• Tailored for e-commerce, seamlessly integrating with other popular e-commerce software.

• Leverages AI to automate responses and streamline customer interactions.

• Supports various communication channels, including email, chat, and social media.

Pros:

• E-commerce-centric.

• Offers automation capabilities for repetitive tasks, such as responses and ticket follow-ups, streamlining support processes.

• Seamless integration with platforms like Shopify and Magento allows for quick adoption and a smoother workflow.

• Emphasizes personalization, with a tailored approach to customer support.

Cons:

• While great for e-commerce, Gorgias may be less suitable for businesses outside such a space.

• Users may experience a learning curve, particularly when it comes to advanced features.

6. HubSpot Service Hub

HubSpot Service Hub is a comprehensive tool designed to gather valuable insights about your customers, enabling you to track interactions seamlessly across various channels. Through its features, businesses can leverage this data to deliver personalized experiences tailored to individual customer needs and preferences. By centralizing customer information and facilitating proactive engagement, HubSpot Service Hub empowers organizations to build stronger relationships and drive customer satisfaction.

Features:

• Created around a ticketing system to organize and track inquiries, creating a systematic approach to support.

• Includes a knowledge-based feature that allows your business to create, manage, and share information through articles, FAQs, guides, and other resources.

• Offers automation capabilities for repetitive tasks, such as responses and ticket follow-ups, streamlining support processes.

• Includes a feature for collecting and analyzing customer feedback.

Pros:

• Seamlessly integrates with other HubSpot products, creating a unified platform for sales, marketing, and operations.

• Allows for scalability as your customer service needs grow.

• Known for its user-friendly interface, making it accessible to both experienced and novice users.

• Free Version Available.

Cons:

• Many advanced features may be available only in higher-tier paid plans.

• Users may experience a learning curve, particularly when it comes to those advanced features.

7. Kustomer

Kustomer revolutionizes customer service by delivering faster and richer experiences through its omnichannel messaging capabilities, ensuring seamless communication across various channels. Its unified customer user experience provides a cohesive platform for both customers and support teams, streamlining interactions and enhancing efficiency. Additionally, Kustomer leverages artificial intelligence to optimize processes, enabling businesses to deliver personalized and proactive support at scale.

Features:

• Creates a singular, dashboard view of customer interactions, consolidating data from various channels.

• Offers automation capabilities for repetitive tasks, such as responses and ticket follow-ups, streamlining support processes.

• Can operate, organize, collect, respond, and engage with customer data on multiple channels, including email, chat, phone, and portal.

• Provides customization options, so you can adjust the platform to meet your needs.

Pros:

• Excels in providing a seamless omnichannel customer experience, allowing customers to switch between channels without losing context.

• Adapts to different sizes and offers scalability to accommodate growing customer service demands.

• Can integrate with various third-party applications and systems.

• Promotes a customer-centric approach, focusing on building long-term relationships.

Cons:

• Users may experience a learning curve, particularly when it comes to those advanced features.

• While offering powerful features, it comes at a higher cost.

8. Front

Front serves as a versatile operations platform, streamlining communication and enabling businesses to deliver exceptional customer service at scale. With its intuitive interface and comprehensive features, Front empowers teams to collaborate seamlessly, prioritize tasks efficiently, and provide timely support to customers. By centralizing communication channels and integrating with various tools, Front ensures that teams can stay organized and responsive, ultimately enhancing the overall customer experience.

Features:

• Provides a shared inbox for collaborative handling of emails, messages, and other communication channels.

• Emphasizes team collaboration, allowing multiple users to work together on customer inquiries.

• Offers automation capabilities for repetitive tasks, such as responses and ticket follow-ups, streamlining support processes.

• Integrates easily with third-party apps and services for smooth adoption.

Pros:

• Created with collaborative communication in mind, making it ideal for teams that need to often work together on customer interactions.

• Provides visibility into team activities through shared inboxes.

Cons:

• Users may experience a learning curve, particularly when it comes to those advanced features.

• Depending on the plan and features chosen, Front’s price point is on the higher end.

9. HappyFox

HappyFox simplifies customer support processes by implementing an efficient ticket system, self-service knowledge base, and community forums, reducing guesswork and bringing order to the workflow. By offering a centralized platform for managing customer interactions and providing easy access to relevant information, HappyFox enhances team productivity and customer satisfaction. With its comprehensive set of tools, HappyFox empowers businesses to streamline customer inquiries and improve response times, ultimately fostering stronger relationships with their customer base.

Features:

• Created around a ticketing system to organize and track inquiries, creating a systematic approach to support.

• Offers automation capabilities for repetitive tasks, such as responses and ticket follow-ups, streamlining support processes.

• Includes a knowledge-based feature that allows your business to create, manage, and share information through articles, FAQs, guides, and other resources.

• Can operate, organize, collect, respond, and engage with customer data on multiple channels, including email, chat, phone, and portal.

Pros:

• Known for its user-friendly interface, making it accessible to both experienced and novice users.

• Offers scalability to accommodate the growth of customer service operations.

Cons:

• Lacks advanced features compared to its peers.

• Several limitations in terms of customization to meet unique business requirements.

10. Intercom

Intercom customer service software revolutionizes the way businesses engage with their customers. Offering a multifaceted approach, Intercom integrates messaging, automation, and analytics to deliver personalized support at scale. By facilitating real-time communication across various channels, Intercom enables businesses to anticipate customer needs and provide timely assistance. With its innovative features and user-friendly interface, Intercom empowers organizations to build lasting relationships and deliver exceptional customer experiences.

Features:

• Live chat functionality, allowing for real-time communication between businesses and customers.

• Messaging capabilities for personalized and targeted communication.

• Offers automation capabilities for repetitive tasks, such as responses and ticket follow-ups, streamlining support processes.

Pros:

• A leader in live chat, offering businesses options for immediate customer engagement.

• Personalization, allowing for tailored messages and interactions based on customer behavior.

• Integrates easily with third-party apps and services for smooth adoption.

Cons:

• Users may experience a learning curve, particularly when it comes to those advanced features.

• Depending on the plan and features chosen, Intercom’s price point is on the higher end.

11. Tidio

Tidio offers an all-in-one customer service platform that not only enhances support capabilities but also contributes to increased sales generation. With its comprehensive suite of features, Tidio enables businesses to engage with customers effectively, address inquiries promptly, and capitalize on sales opportunities, ultimately driving growth and improving customer satisfaction. Additionally, Tidio's intuitive interface and seamless integration with popular e-commerce platforms make it easy for businesses to provide personalized assistance throughout the customer journey, fostering trust and loyalty while maximizing revenue potential.

Features:

• Live chat functionality, allowing for real-time communication between businesses and customers.

• 24/7 chatbot capabilities, allowing businesses to automate responses and engage with users at all times.

• Integrates with most email marketing tools.

• Includes visitor tracking features, offering insights into user behavior.

Pros:

• Known for its user-friendly interface, making it accessible to both experienced and novice users.

• Chat capabilities contribute to efficient customer interactions, even outside regular business hours.

• Tidio is often considered a cost-effective solution, particularly for small to medium-sized businesses.

Cons:

• Lacks certain features available in more advanced software options.

• Limitations in scalability features.

12. Trengo

An all-in-one solution, Trengo seamlessly integrates multiple communication channels, collaborative tools, and automation features to streamline operations. With its comprehensive approach, businesses can effectively manage customer interactions, foster teamwork, and automate repetitive tasks, ultimately delivering exceptional customer service experiences. Furthermore, Trengo's customizable workflows and analytics empower organizations to gain insights into customer preferences and behaviors, enabling them to make data-driven decisions that drive continuous improvement and customer satisfaction.

Features:

• Offers a unified inbox, allowing businesses to manage messages from various channels in one place.

• Collaborative features, encouraging teamwork between customer support and communication teams.

• Can operate, organize, collect, respond, and engage with customer data on multiple channels, including email, chat, phone, and portal.

Pros:

• Collaboration tools foster teamwork and coordination among team members.

• Offers automation capabilities for repetitive tasks, such as responses and ticket follow-ups, streamlining support processes.

Cons:

• Users may experience a learning curve, particularly when it comes to those advanced features.

• Depending on specific business requirements, integrating with certain third-party applications may pose challenges.

13. Dixa

Dixa revolutionizes workflow by consolidating email, chat, phone, and messaging apps into a single, unified platform, providing users with a seamless and efficient way to communicate. With its integrated approach, Dixa enhances collaboration, simplifies communication management, and improves overall productivity for customer support teams. By centralizing customer interactions and offering advanced analytics capabilities, Dixa empowers businesses to gain deeper insights into customer needs and preferences, facilitating proactive engagement and personalized support.

Features:

• Can operate, organize, collect, respond, and engage with customer data on multiple channels, including email, chat, phone, and portal.

• Offers real-time collaboration among support staff for efficiency.

• Emphasizes customer context, providing support staff with more detailed analytics to personalize interactions.

Pros:

• Adapts to different sizes and offers scalability to accommodate growing customer service demands.

• Promotes a customer-centric approach, focusing on building long-term relationships.

Cons:

• Users may experience a learning curve, particularly when it comes to those advanced features.

• Depending on specific business requirements, integrating with certain third-party applications may pose challenges.

14. Salesforce Service Cloud

The Salesforce Service Cloud serves as a comprehensive platform for managing your organization's customer service operations, offering essential features such as case tracking and social networking plug-ins to facilitate conversion and analytics. With its high-value capabilities, businesses can streamline support processes, gain valuable insights, and deliver personalized experiences to customers, ultimately driving satisfaction and loyalty.

Features:

• Seamlessly integrates with the Salesforce CRM platform, providing a holistic view of customer interactions.

• Offers automation capabilities for repetitive tasks, such as responses and ticket follow-ups, streamlining support processes.

• Includes a knowledge-based feature that allows your business to create, manage, and share information through articles, FAQs, guides, and other resources.

• Can operate, organize, collect, respond, and engage with customer data on multiple channels, including email, chat, phone, and portal.

Pros:

• Provides unparalleled and unified customer data.

• Allows for extensive customization to tailor a system to specific business needs.

• Adapts to different sizes and offers scalability to accommodate growing customer service demands from small to large.

• Diverse analytics and reporting tools that provide customer insights for interactions and performance.

Cons:

• Implementation may be complex, especially for businesses with specific customization requirements.

• Salesforce is often associated with a much higher cost compared to some other software solutions.

• Users may experience a learning curve, particularly when it comes to those advanced features.

15. Oracle

Oracle not only lowers IT costs by reducing infrastructure overhead but also allows organizations to deliver a higher quality of service through improved scalability, reliability, and performance. By leveraging the benefits of database clouds, businesses can streamline operations, optimize resource utilization, and enhance data accessibility and security, ultimately driving efficiency and agility across their IT infrastructure. Additionally, Oracle's robust suite of tools and services empowers organizations to innovate faster, adapt to changing market demands, and stay ahead of the competition in today's rapidly evolving digital landscape.

Features:

• Offers automation capabilities for repetitive tasks, such as responses and ticket follow-ups, streamlining support processes.

• Includes a knowledge-based feature that allows your business to create, manage, and share information through articles, FAQs, guides, and other resources.

• Can operate, organize, collect, respond, and engage with customer data on multiple channels, including email, chat, phone, and portal.

• Leverages AI for predictive analytics and insights to support decision-making.

• Provides a self-service option, allowing customers to find solutions independently through various resources.

Pros:

• Adapts to different sizes and offers scalability to accommodate growing customer service demands from small to large.

• AI-powered insights contribute to data-driven decision-making and improved customer interactions.

• Suitable for large enterprises.

Cons:

• Implementation may be complex, especially for businesses with specific customization requirements.

• Oracle is often associated with a much higher cost compared to some other software solutions.

• Users may experience a learning curve, particularly when it comes to those advanced features.

Where does Freshdesk Omni stand out?

Freshdesk Omni sets itself apart in the market by offering a wide range of distinct features that appeal to a greater variety of industries or business needs compared to its peers. Unlike Zendesk, Freshdesk Omni boasts integration of customer support channels that include email, chat, phone, and social media.

Additionally, Freshdesk Omni has advanced automation capabilities that outshine its competitors and enable businesses to automate routine tasks, route inquiries, and provide personalized responses.

Freshdesk Omni  stands out from the crowd in many ways, from integration to automation to analytics and reporting tools. All of these differentiators allow you to make data-driven decisions, identify areas for improvement, and continuously evolve CX. Overall, Freshdesk Omni's user-friendly interface, extensive feature set, and data analytics make it a superior choice to Zendesk and a preferred option for businesses looking to optimize their customer support operations.