17 Best Zendesk Alternatives For Better Customer Support in 2024

Zendesk has established itself as a mega player in the Help Desk software. With a customer base exceeding 50,000 paying clients, primarily small businesses operating B2B transactional models, Zendesk enjoys a respectable brand reputation.

However, it’s important not to be swayed solely by their powerful brand name and corporate marketing, as real customer disappointment is emerging.

Since its acquisition in a $10 billion private equity deal, Zendesk’s commitment to prioritizing customer relationships has been scrutinized, with many users raising concerns about the company’s resources and dedication to quality support.

In this guide, we’ll explore the reasons behind the shift away from Zendesk and provide insights into popular Zendesk alternatives. Scroll down to discover leading Help Desk Ticketing System’s features, pricing, pros, and cons.

Whether you’re looking for the best Zendesk alternative or seeking better solutions for handling customer requests and customer queries, this guide will help you make an informed decision. Compared to Zendesk, these alternatives offer enhanced customer relationship management to ensure your support needs are met effectively.

Common Reasons Why Businesses Might Seek Zendesk Alternatives

Here are some common reasons businesses might look for alternatives to Zendesk

Poor Customer Service

Capterra users report inferior customer service and support, as well as a convoluted and inflexible payment structure. Account managers focus on profits rather than customer assistance.

Extremely poor customer service and support. Payment methods and structure are convoluted and inflexible. Account managers are solely focused on making money rather than helping customers. Unresponsive and evasive support team, often citing vacations as a reason for delays. Inability to downgrade user numbers in a timely manner, leading to unnecessary charges. Lost all our data and help center content due to their rigid policies. Overall, their pricing model and policies are illogical and harmful to loyal customers.

High Pricing Structure

This review points out that Zendesk’s pricing can be a deterrent for organizations with limited budgets. The relatively high cost compared to competitors may make it less attractive for budget-conscious businesses.

Depending on your need and desired use of the platform, Zendesk Suite comes at a fair expensive price. If you’re looking for basic support ticket management and need a lot of individual users to manage workflow, then Zendesk will not be a very affordable option, as you will be charges for each individual user. The admin panel is also a bit cumbersome to manage, as there are separate systems for managing tickets and managing automations/workflows. A combined or condense admin panel would provide a much better user interface for admin and service agents.

Also Read – Zendesk Pricing: Does it offer value for money in 2024?

Absence of Common Features

This review criticizes the lack of basic, expected features unless the user opts for more expensive plans. Features like “Round Robin” routing and automatic operator status changes are not included in lower-tier plans, making the platform frustrating to use and not user-friendly.

The absence of common-sense features I had gotten used to from our previous platform. Options such as “Round Robin” routing are not available unless you go for the high-money level usage, and options like having the platform automatically switch the operator to “away” whenever their computer was locked or on screensaver were absent. Their auto-idle kicked in if their window was idle, even if the user was still using the computer, which makes it frustrating and pointless.

Overwhelming Initial Setup Process

This review suggests that the initial setup process of Zendesk Suite is complex and overwhelming, requiring more intuitive guides and customization options to improve the onboarding experience. It also mentions that while the software offers good functionality, its pricing structure could be more flexible to better suit businesses of different sizes and budgets.

The initial setup process can be overwhelming. Simplifying the onboarding experience and providing more intuitive setup guides would make it easier for new users to get started quickly. Also, more customization options for ticket forms, chat widget appearance, and reporting templates would be beneficial. While Zendesk Suite offers basic automation capabilities, incorporating more advanced automation features would be a welcome addition. The pricing structure of Zendesk Suite might be a consideration for some businesses. While the software provides excellent value for its functionality, pricing tiers could be made more flexible to accommodate the varying needs and budgets of different-sized organizations.

Discover How Desk365 can Transform your Customer Service.

By automating ticket management and providing detailed analytics, Desk365 empowers you to swiftly address customer issues and improve satisfaction rates.

List of Top 17 Zendesk Alternatives for Businesses in 2024

Desk365
Front
JitBit
Kustomer
Kayako
Freshdesk
Jira Service Management
TeamSupport
Intercom
HubSpot Service Hub
AzureDesk
Groove
Helpwise
LiveAgent
Zoho Desk
Help Scout
ServiceNow

Zendesk Alternatives Comparison Table

Software

Pricing

Capterra Overall Ratings

Desk365

All features for just $12 /agent /month

4.9 Front

Starts $19 /agent /month

4.5 JitBit

Starts $24 /agent /month

4.6 Kustomer

Starts $89 /agent /month

4.6 Kayako

Starts $15 /agent /month

4.0 Freshdesk

Starts $15 /agent /month

4.5 Jira Service Management

Starts $20 /agent /month

4.5 TeamSupport

Starts $49 /agent /month

4.5 Intercom

Starts$39 /agent /month

4.5 HelpSpot

Starts $699 /agent /month

4.5 Groove

Starts $12 /agent /month

4.5 AzureDesk

Starts $33 /agent /month

4.5 Helpwise

Starts $12 /agent /month

Not Available

LiveAgent

Starts $15 /agent /month

4.7 Zoho Desk

Starts $14 /agent /month

4.5 Help Scout

Starts $20/agent /month

4.6 ServiceNow

Starts $19/agent /month

4.5

Top 17 Zendesk Competitors for the Businesses in 2024

Here are the top Zendesk competitors you should consider,

1. Desk365

Desk365 provides a powerful cloud-based ticketing system that is user-friendly and easy to implement. It is designed to boost your team’s efficiency and productivity by handling service desk incidents and requests seamlessly. It provides a robust ticketing system that automates ticket creation and updates, enhancing workflow and reducing manual efforts.

Unified Inbox

Desk365’s unified inbox consolidates all customer communications from various channels into a single platform, allowing multiple agents to efficiently manage and respond to inquiries. This centralization ensures that no customer issue goes unnoticed, facilitates better teamwork, and promotes a cohesive approach to customer service.

Omnichannel Support

Desk365 supports seamless integration across multiple communication channels, including email, and Microsoft Teams This ensures that customers can always reach out through their preferred medium, enhancing the accessibility and responsiveness of your support team.

Ticket Categorization and Prioritization

Desk365 allows you to categorize tickets based on the nature of the enquiry or the product/service involved. This helps support teams to prioritize and allocate resources accordingly. By assigning different levels of priority, urgent issues can be addressed promptly, preventing any potential escalations. This helps to ensure that customer enquiries are handled in the most appropriate manner.

Customization

Desk365 allows customization of the helpdesk to align with your company’s branding. You can modify the look and feel of the platform, including logos, themes, and colors, to maintain brand consistency across your customer service touchpoints.

Collaborating on Tickets

Collaboration is an important aspect of Desk365. It allows team members to work together on customer issues, discuss the issue using private notes and comments, and provide feedback. This helps to ensure that all team members are on the same page and that customer conversations are handled efficiently and effectively. This promotes knowledge sharing and enhances problem-solving capabilities.

Automation Capabilities

Desk365’s automation feature allows teams to automate repetitive tasks such as assigning tickets, sending notifications, setting SLAs, and more. With helpdesk automation, teams can streamline their workflows, reduce manual effort, and ensure that customer support processes run smoothly and effectively.

Reporting and Analytics

Desk365 offers reporting and analytics features that allow teams to track helpdesk metrics like response and resolution times, as well as customer satisfaction. This data helps identify areas for improvement and ensures efficient handling of customer inquiries. Managers can analyze ticket trends and satisfaction metrics to optimize support workflows and make data-driven decisions to enhance customer satisfaction

CSAT Surveys

Desk365’s CSAT surveys are a valuable feature that allows teams to gather feedback from customers and measure their satisfaction levels. This helps to identify areas for improvement and ensure that customer needs are being met. With Desk365, you can easily create and send CSAT surveys to customers and track their responses in real-time.

Knowledge Base

Desk365’s knowledge base serves as a central repository where customers and agents can find detailed articles and guides. This resource is crucial for enabling self-service and equipping agents with the information they need to handle inquiries effectively.

Collision Detection

Desk365’s collision detection feature alerts team members when multiple agents are working on the same ticket. This prevents duplication of effort and ensures that customer inquiries are handled efficiently. With this feature, team members can avoid overlapping work and collaborate effectively to resolve customer issues.

Comparing Desk365 vs. Zendesk

Here is an in-depth feature comparison between Desk365 and Zendesk

Features

Desk365

Zendesk

Microsoft Teams App for Agents

(Complicated Process)

Create tickets from Microsoft Teams

(Complicated Process)

Email Ticketing

Customer Support Portal

(Available only on Suite plans)

Web Form / Web Widget

Automations

Knowledge Base

(Available only on Suite plans)

SLAs

Custom Email Servers

Custom Ticket Fields

Custom Roles

(Available only on Enterprise plans)

Time Tracking

Customer Surveys

(Multiple Survey Types)

Reports

Agent Collision Detection

Custom Statuses and Categories

API Access

Azure AD Single Sign-On

(Easy to set-up)

Onboarding Specialist

Email Support

Free Trial

(21 days)

(14 days)

Free Plan Available

Lowest Paid Plan

$12/agent /month

$55/agent /month

Highest Paid Plan

$12/agent /month

$115/agent /month

Last Updated Date: 1-April-2024

Pricing:

Lowest Paid Plan: $12/agent/month
Highest Paid Plan: $12/agent/month

Free trial available.

Hear Directly From Desk365 Customers

"The helpdesk system everyone should know about"

Performance, Support, Easy-to-use. The Performance is incredible – one of the fastest Helpdesk systems I have ever worked with. The Support is just amazing. Any inquiries will be answered quickly and professionally. Easy-to-use: almost no one, from our ~100 employees, needed any training. It’s self-explanatory.

Mirko B

System & Network Administrator

Oil and energy

2. Front

Front is a customer communication platform that centralizes your email, social media, and team collaboration into one unified inbox. It is designed to help teams work together more efficiently on customer communications and to provide better service.

Front Features

Unified inbox
Collaboration tools
Automated workflows
Analytics and Reporting
Integrations
Customization
Mobile Accessibility

Pricing

Starter: $19/user/month
Growth: $59/user/month
Scale: $99/user/month

Premier: $229/user/month

3. JitBit

JitBit is a help desk ticketing system that offers a range of features to help you manage support requests efficiently. The system integrates with Microsoft Teams, allowing you to receive notifications about new tickets in your chosen Teams channel.

JitBit Features

MS Teams integration
Help Desk automation
Team mailbox
Canned responses and knowledge base
IT service management
Integration with 500+ applications.

Pricing:

Lowest plan – $24/agent/month
Highest plan – $208/agent/month

4. Kustomer

Kustomer is a customer service platform designed to streamline the way businesses engage with their customers by integrating multiple communication channels into a single dashboard. It aims to provide a holistic view of customer interactions, making it easier for service teams to deliver personalized and efficient support.

Kustomer Features

Omnichannel capabilities
Customer timeline
AI and automation
Customization and integration
Real-time analytics and reporting
Security and compliance

Pricing:

Enterprise: $89/user/month
Ultimate: $139/user/month

5. Kayako

Kayako is a comprehensive customer support platform designed to help businesses provide exceptional customer service efficiently. It combines various support tools into a single application, enabling companies to manage customer interactions across multiple channels seamlessly.

Kayako Features

Multi-channel support
Unified customer view
Live chat
Self-service portal
Ticketing system
Automation and workflows

Pricing

Starter: $19/user/month
Growth: $59/user/month
Scale: $99/user/month

Premier: $229/user/month

6. Freshdesk

Freshdesk, often compared with Zendesk, is a comprehensive customer support software developed by Freshworks Inc. It’s designed to streamline customer service processes and improve the quality of support provided by businesses across various industries. Freshdesk offers a multitude of features aimed at enhancing customer experience and boosting the efficiency of support teams.

Recommended Reading – 13 Best Freshdesk Alternatives for Businesses for 2024

Freshdesk Features

Ticket management
Zia AI Assist
Self-service
Agent productivity
Customization

Pricing

Growth: $15/agent/month
Pro: $49/agent/month
Enterprise: $79/agent/month

7. Jira Service Management (JSM)

Jira Service Management (JSM) is a powerful service desk solution designed by Atlassian for IT and service teams. It builds upon the strengths of Jira, a popular tool for issue tracking and project management, and enhances it with features tailored for managing service requests, incidents, problems, and changes. Jira Service Management is known for its flexibility, integration capabilities, and focus on promoting agile practices even in service management.

Recommended Reading – Best Jira Service Management Alternatives in 2024

Jira Service Desk Management Features

Request management
Incident management
Problem management
Change management
Asset management
Configuration management database (CMDB)
Service Level Agreement (SLA) management
Advanced reporting and analytics

Pricing:

Free: Forever free plan (up to 3 agents)

Standard: $20/agent/month

Premium: $45/agent/month

Enterprise: Custom plan

8. TeamSupport

TeamSupport is a robust customer support software tailored specifically for B2B (business-to-business) companies, helping them manage and enhance their customer service operations. It is designed to streamline communication between businesses and their clients, ensuring efficient resolution of issues and fostering strong customer relationships.

TeamSupport Features

Ticket management
Customer self-service portal
Live chat
Customer management
Multi-channel support
SLA management
Advanced reporting & analytics
Collaboration features
Knowledge base management

Pricing

TeamSupport offers three pricing levels:

Essential support – $49 per agent per month
Enterprise support – $69 per agent per month
Complete customer support suite – $119 per agent per month

9. Intercom

Intercom is a customer communication platform designed to help businesses engage with their customers more effectively. It provides a suite of tools that support real-time, personalized communication and service, aimed primarily at improving user engagement, support, and conversion.

Intercom Features

Live chat
Bots and automation
In-App messaging
Customizable chat widgets
Help Desk and ticketing
Knowledge base
Customer feedback
Email campaigns
Reporting and analytics
Integrations with other tools

Pricing

Essential: $39/month
Advanced: $99/month
Expert: $139/month

10. HubSpot Service Hub

HubSpot’s Service Hub is an integrated customer service platform designed to streamline support processes and improve customer relationships. It provides businesses with a suite of tools to manage and connect with customers efficiently, offering a centralized system that integrates directly with HubSpot’s CRM. This allows for a seamless flow of information between marketing, sales, and customer service teams.

Key Features of Hubspot Service Hub

Ticket Automation
Ticket Routing
Ticket Status Tracking
Email-to-Ticket Conversion
SLA Management
Knowledge Base Integration
Reporting and Analytics
Customer Feedback Surveys

HubSpot Service Hub Pricing

Starter: $15/seat/month
Professional: $450/3 seats/month
Enterprise: $1,200/5 seats/month

11. AzureDesk

AzureDesk is a customer support software designed to help small to medium-sized businesses manage their customer service operations efficiently. It provides a suite of tools that enable businesses to deliver excellent customer support, streamline communication, and improve service delivery.

AzureDesk Features

Ticketing system
Multi-channel support
Knowledge base
Automation and workflows
Reporting and analytics
Integration capabilities
Customizable interface
Customer feedback system

Pricing

AzureDesk offers a Plus pricing plan at $33 per month, which includes ticket management, a self-service portal, and additional features.

12. Groove

Groove is a simple, yet powerful customer support tool designed for small businesses and teams. It emphasizes ease of use and efficiency, providing essential features to manage customer support without the complexity of larger, more intricate systems.

Groove Features

Shared inbox
Ticketing system
Knowledge base
Multi-channel support
Collaboration tools
Automation
Reporting and analytics
Integrations
Customer feedback

Pricing

Groove provides four pricing tiers:

Starter: Includes one mailbox and live chat at $12 per user per month.
Plus: Offers five inboxes and complete reporting history for $20 per user per month.
Pro: Features 25 inboxes and team capabilities at $35 per user per month.
Custom: Comes with unlimited mailboxes and a dedicated success manager, priced on request.

13. Helpwise

Helpwise is a shared inbox platform designed for team collaboration and efficient management of customer communications. It allows teams to handle emails, SMS, WhatsApp, live chat, and social media messages all in one place, streamlining the process and improving response times.

Helpwise Features

Shared inboxes
Multi-channel support
Collaboration tools
Automation and rules
Analytics and reporting
Knowledge base integration
Customizable tags and categories
Security features
Integrations
Mobile app

Pricing

Standard: $12/agent/month
Premium: $23/agent/month
Advanced: $39/month/ user

14. LiveAgent

LiveAgent is a versatile customer support software that provides a comprehensive suite of tools for businesses to manage customer interactions across multiple channels.

It offers features such as ticketing, live chat, call center integration, and a knowledge base, all within a single platform. LiveAgent’s real-time chat and ticketing system enable support teams to respond quickly and efficiently to customer inquiries, while its robust reporting and analytics tools help track performance and identify areas for improvement.

Additionally, LiveAgent offers customization options and integration with various third-party applications, making it a flexible solution for businesses looking to enhance their customer support and engagement strategies.

LiveAgent Features

Ticket management
Live chat
Real-time visitor monitoring
Video chat
Multi-channel support (email, social media, voice)
Knowledge base
Customer Portal
Automation and rules
SLA management
Reporting and analytics

Pricing:

Free: Forever free plan
Ticket: $15/agent/month
Ticket + Chat: $29/agent/month
All-Inclusive: $39/agent/month

15. Zoho Desk

Zoho Desk, often compared with Zendesk is a cloud-based customer service software designed to help businesses manage their customer support activities efficiently. As a part of the Zoho ecosystem, which includes a wide range of business and productivity tools, Zoho Desk integrates seamlessly with other Zoho applications as well as third-party systems. Here’s what makes Zoho Desk stand out:

Recommended Reading – Best Zoho Desk Alternatives for Businesses in 2024

Zoho Desk Features

Customization
Ticket management
Omnichannel
Automation
Analytics

Pricing

Standard: $14/user/month
Professional: $23/user/month
Enterprise: $35/user/month

16. Help Scout

Help Scout, often compared with Zendesk is a customer service platform designed to streamline support processes and enhance customer interactions with features like shared inboxes, knowledge bases, and automated workflows. Known for its user-friendly interface and strong focus on customer satisfaction, Help Scout is a popular choice for businesses seeking efficient and personalized customer support solutions.

Help Scout Features:

Shared inboxes
Knowledge Bases
Automated workflows
Reporting and Analytics
Integrations with various apps
Live chat
Collaboration tools

Pricing

Standard: $20/user/month
Plus: $40/user/month
Company: $65/user/month

17. ServiceNow

ServiceNow is an enterprise service management platform that automates and streamlines IT, employee, and customer workflows. It offers robust capabilities for incident management, service request fulfillment, and performance analytics, making it a comprehensive solution for large organizations.

ServiceNow Features

Incident management,
Service request fulfillment
Performance Analytics
IT asset management
Workflow automation
Knowledge management

Pricing

Team: $19/user/month
Professional: $49/user/month
Enterprise: $99/user/month

What are the Considerations for Choosing the Right Zendesk Alternatives?

When searching for a Zendesk alternative, here are some key considerations based on common issues with Zendesk:

User-Friendly Mobile App

Look for alternatives that offer a reliable and intuitive mobile app. Ensure the mobile experience is seamless and allows agents to manage tickets effectively on the go.

Responsive Customer Support

Choose a platform known for its excellent customer support. Ensure there are multiple channels to reach support staff, including phone, email, and live chat. Check reviews to confirm that the vendor provides timely and effective assistance post-sale.

Here’s what Desk365 users have to say about customer support.

Desk365 does what you expect from a much more expensive ticket system. The best thing however is the customer support. All questions about the software are answer quickly and completely and suggestions for improvement are treated seriously. They really make you feel they are part of your team.

Review by a Desk365 user

Transparent Pricing

Opt for a solution with clear and straightforward pricing plans. Avoid platforms that require expensive add-ons for essential features. Look for all-inclusive packages that offer comprehensive functionality without hidden costs.

Essential Features Included

Ensure the alternative provides essential features such as AI chat, business hour management, and detailed reporting within its standard plans. Avoid platforms that require significant upgrades to access these basic tools.

Simplified Setup and Configuration

Select a platform that offers an easy and intuitive setup process. Comprehensive onboarding guides, tutorials, and dedicated support can help streamline the initial configuration, reducing the complexity and frustration often associated with new software.

Flexible and Affordable Plans

Consider alternatives that offer flexible pricing tiers suitable for businesses of different sizes and budgets. The pricing structure should accommodate growth without imposing excessive costs on smaller organizations.

In conclusion, finding the best alternative to Zendesk involves evaluating factors such as user-friendly apps, responsive customer support teams, transparent pricing, and essential features.

Additionally, choosing a help desk solution that supports effective customer engagement, simplifies setup, and offers flexible plans can significantly help you manage customer interactions and safeguard your customer data

Which Zendesk Alternative is Right for You?

When choosing the right alternative to Zendesk, it’s crucial to address the specific pain points you’ve encountered, such as poor mobile app performance, lack of responsive support, hidden costs, and complex setup processes.

Desk365 stands out as a superior choice for a Zendesk alternative. It offers a user-friendly mobile app, ensuring seamless ticket management on the go.

Desk365 is renowned for its responsive and accessible customer support team, providing multiple channels for assistance and quick resolution times. This responsiveness contrasts with the often criticized support delays experienced with Zendesk.

Its transparent and affordable pricing plans include essential features without requiring expensive add-ons. The platform’s setup and configuration process is simplified with comprehensive onboarding guides, reducing complexity and frustration. This transparency and simplicity make Desk365 a compelling help desk solution.

Desk365 also provides advanced customization and automation capabilities, tailored to enhance operational efficiency.

With a comprehensive feature set, Desk365 addresses common-sense needs that improve workflow and help you manage customer interactions effectively. This includes robust customer relationship management tools that safeguard customer data and streamline customer requests and customer queries.

By taking advantage of 21-day free trials, you can experience firsthand how Desk365 resolves the issues you’ve faced with Zendesk. Unlike Zendesk, which often imposes hidden costs and complex setup processes, Desk365 offers a more user-friendly and straightforward experience.

When comparing Zendesk’s competitors and alternatives, Desk365 emerges as a solid alternative to Zendesk, addressing key pain points and providing a more user-friendly, cost-effective solution for managing customer interactions. Similar to Zendesk in its comprehensive features but superior in its execution, Desk365 is the best Zendesk alternative to enhance your business’s customer relationship management and support processes.