When it comes to customer support software solutions, few are as popular as Zendesk. It is a quality product that can meet the needs of businesses of all sizes. And, it comes highly recommended by their loyal customer base.

Doesn’t work for you?

Don't worry, it is not the only quality platform and might not be the best for your needs. That is why we have provided a detailed review of Zendesk in this post, along with some of the best Zendesk alternatives.

So, read on to find the Zendesk alternative that suits your needs the best.

Disclosure: This content has a few affiliate links, which means if you click on them, I will get a commission (without any extra cost to you).

Zendesk Review

Zendesk is a suite of solutions that can help enhance your customer support and service. It can help your service teams manage all customer interactions in a smooth and efficient manner.

From a call-center solution to knowledge-base modules, it has all the tools that you need to help your team provide excellent customer service. It can organize all customer queries from different sources in one place from where you can resolve them faster.

What’s more?

Zendesk Review

Image Source: Zendesk

And, the best part is that it is not the most expensive customer support solution out there. Using Zendesk, even a small business can set up an enterprise-grade customer support solution for their company.

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Key Features

  • It allows you to create a self-service customer service portal using their knowledge modules.
  • You can integrate it with over 100 third-party apps.
  • It has all of the essential features of a help desk like ticketing, live chat, a call center solution, etc.
  • It is compatible with mobile devices and has apps for all key mobile operating systems.
  • Multi-channel support functionality for email, phone, chat, web, and social media.
  • It also provides reporting and analytics features.
  • Provides support in five different languages.

Pros

  • It is not just a help desk, but has features of a CRM software solution as well.
  • Can handle all customer interactions from one interface providing a seamless experience.
  • Easy to set up and use.
  • Works well for all types of clients.
  • Multiple plan options with different prices and features.

Cons

  • It may take a while to understand and use.
  • It can be a bit expensive for small businesses but has enough features to justify the price.

How Much Does it Cost?

Prices for the Zendesk Support range from $5 to $199 per agent per month, as shown below.

Zendesk Pricing Review

Image Source: Zendesk

Add-on solutions like the guide, chat, and talk can also be purchased separately. The entire suite of Zendesk customer service solutions is available starting at $89 per month.

Which are the Best Zendesk Alternatives?

1. Freshdesk

This is an award-winning help desk solution that is one of the best Zendesk alternatives that you will find. This cloud-hosted solution helps meet all your customer service needs whether you have a small business or an enterprise.

What does it do?

It provides multi-channel, multi-language support and has automation features to streamline the whole process. The solution is very easy to set up and also provides customization options.

Freshdesk Zendesk Alternatives

Image Source: Freshdesk

Price: Plans start from $15 per agent per month. A free trial plan is also available.

2. LiveAgent

This is another award-winning, feature-rich, help-desk software solution that is a good Zendesk alternative. Similar to Freshdesk, it also has all essential help desk features like live chat, email support, and multi-channel support.

What’s it got?

It's a powerful customer service solution that provides 24×7 call-center support. Therefore, even small businesses can set up a full-fledged support operation with ease. LiveAgent is suitable for all types of businesses and even large companies can use it without compromising on features.

LiveAgent Zendesk Alternatives

Image Source: LiveAgent

Price: Plans start from $15 per agent per month. A free trial is also available.

3. Groove

Groove is one of the most popular customer support software solutions, suitable for businesses of all sizes. It comes packed with features like ticketing, email management, workflow automation, and a configurable knowledge base.

What’s more?

It also has a shared inbox that lets you integrate all of your customer interactions, making problem resolution much faster. It is also very easy to manage your team and tasks using this tool.

Overall, it is a good Zendesk alternative, with decent customer support features and similar or slightly higher prices.

Groove Zendesk Alternatives

Image Source: Groove

Price: Plans start at $9 per agent per month. A 15-day free trial is also available.

4. SysAid

This is a good help desk and asset management tool which can act as a viable Zendesk alternative.

The best part about this software solution is the kind of flexibility that it offers, thanks to the different modules.

How?

You can start with a single module and then keep adding more as your business requirements grow.

What’s more?

Incident and service request management, mobile device management, chat, self-service, password reset, and mobile apps are some of the features that it offers.

SysAid Zendesk Alternatives

Image Source: SysAid

Price: Prices available by request. A free trial is also available.

5. Rooftop

Rooftop is a collaborative email management platform built for customer support and task management.

The tool allows you to organize and sort your conversations and tickets according to your criteria. It also allows you to automatically route messages.

The analytics feature gives you an overview of your support team’s performance so that you can make informed decisions and improve your support operations.

Key Features: 

  • Shared inbox
  • Collaboration tools
  • Task management
  • Automatic workflows
  • Analytics

Pricing 

  • Starter: $15 per user/month, billed yearly (monthly: $17)
  • Team: $25 per user/month, billed yearly (monthly: $29)
  • Business: $35 per user/month, billed yearly (monthly: $39)
  • Enterprise: on request

Pros

  • Easy setup
  • Unique sorting system in the support tool
  • Powerful search tool
  • Easy merging and splitting of conversations

Cons

  • No direct integration yet
  • Some performance issues with very large volumes of emails
  • Analytics features aren’t very flexible

Tool/Platform/Software Level ⇒ Beginner/Intermediate/Expert

Usability ⇒ Rooftop is intuitive and easy to use for people who have worked with SaaS products before. There is a short learning curve after which Rooftop will show itself to be a very powerful and versatile platform, with great automation features.The platform is available in English, French, and Dutch.

Pro Tip: Organize your work in projects and auto-route conversations right away. That way, nothing gets lost and you don’t need to manually dispatch emails.

Rooftop

Image Source: Rooftop

6. Vision Helpdesk

This is a high-rated, all-in-one help desk platform that is suitable for businesses of all sizes. It offers plenty of features for small businesses to set up their support operations from scratch.

What does it have to offer?

It has a simple and easy-to-use interface packed with comprehensive customer support features.

One of its most powerful features is the incident management functionality that lets you solve customer problems in a smooth and efficient manner.

Vision Helpdesk Zendesk Alternatives

Image Source: Vision Helpdesk

Price: Plans start from $12 per agent per month.

7. Zoho Desk

Zoho Desk is a popular customer support software solution even though it is not as robust as some of the other options on this list.

What does it do?

It provides multi-channel support and offers some automation features that can help you make your customer service process more efficient.

Zoho Desk Zendesk Alternatives

Image Source: Zoho Desk

Price: Plans start from $18 per agent per month. A free trial is also available.

8. Freshservice

Freshservice is another popular and highly-rated customer support software solution that you can use as a Zendesk alternative. It has a very simple and easy to use design that anyone can understand. And, it is quite easy to set up as well.

What’s more, you ask?

It has an accessible knowledge base, asset discovery, and a robust ticketing system. It also has additional features like incident and problem management, vendor management, and release management.

Freshservice Zendesk Alternatives

Image Source: Freshservice

Price: Plans start from $29 per agent per month. A 21-day free trial is also available.

9. TeamSupport

This is a robust customer support software solution that is best suited for large businesses and enterprises as it is a bit expensive for small businesses.

What’s in it for you?

The product’s high price is justified by its features, as it has everything that you need to set up a full-fledged support function.

This tool is great at streamlining your customer support process and help you resolve customer queries easily. It is a cloud-based, highly scalable solution that can grow with your business.

Overall, it is a great Zendesk alternative for large businesses.

TeamSupport Zendesk Alternatives

Image Source: TeamSupport

Price: Plans start from $50 per month. A free trial option is also available.

Bonus Tool #1: Dimelo

This is an all-in-one, omnichannel, customer service platform that can help you manage all customer interactions from one interface. It has a robust communication management functionality that tracks and streamlines your internal and external conversations.

What else?

The best part is that the interface is easy and anyone can learn to use it quickly. And, it provides support on different channels like social media, website, forums, chats, and mobile.

Dimelo Zendesk Alternatives

Image Source: Dimelo

Price: For pricing, request a quote.

FAQs

Q1. Is there a free alternative to Zendesk?

A. Yes.

Free alternatives to Zendesk include:

  • Freshdesk
  • Zammad
  • OsTicket

Q2. Is Zendesk software?

A. Yes.

It’s a customer relationship management (CRM) software designed to help companies improve customer relationships.

Q3. Who are Zendesk's competitors?

A. Zendesk’s competitors include:

  • SysAid
  • Freshservice ITSM Software
  • Dimelo
  • TeamSupport
  • Vision Helpdesk

Q4. Is Zendesk like Salesforce?

A. No.

Zendesk enables you to manage issues by organizing all customer interactions with your brand in one place. It helps you offer personal, seamless, and efficient customer support.

On the other hand, Salesforce is a customer relationship management system that helps your marketing, commerce, sales, service, and IT teams collaborate.

However, Salesforce also has a client service solution known as Service Cloud. With it, you get a 360-degree view of customer inquiries while providing fast, personalized, and smart communication.

Q5. Why is Zendesk the best?

A. Some features that make Zendesk one of the best platforms include:

  • Ease of use
  • Useful add-ons like Guide, Chat, Talk, and Answer Bot
  • Integrations with email, social channels, website, and mobile
  • Ability to automate repetitive tasks
  • Easy access to analytics
  • Integrations with third-party apps
  • Ability to track each agent's performance
  • Access to customer satisfaction surveys
  • Support in multiple languages

Q6. How much does Freshdesk cost?

A. Pricing as of February 2021 for Freshdesk is as follows:

  • Sprout plan – Free
  • Blossom plan – $15 when billed annually and $19 billed monthly
  • Garden plan – $35 billed annually and $45 billed monthly
  • Estate plan – $49 billed annually and $69 billed monthly
  • Forest plan – $99 billed annually and $125 billed monthly

Q7. Is Zendesk easy to use?

A. Yes.

Zendesk's products are easy to set-up and deploy even in a complex environment.

Q8. What is Zendesk's ticketing system?

A. It's a system that helps brands collect and track interactions with customers from numerous channels.

Zendesk's ticket system helps support teams handle and continue conversations with customers on various channels without losing context. It makes it easy to track, prioritize, and solve customer support inquiries fast.

Zendesk's ticketing system also makes it easy to access and manage information from one central hub. This then gives your support team a full view of every customer and their journey.

Q9. Can Zendesk be used as a CRM?

A. Yes, but only for customer support.

Zendesk's CRM specifically targets customer support. It includes software that helps businesses improve their relationships and communication with customers. This way, they can easily connect their support team with customers contacting them from various channels.

Ready to Make a Decision?

These are some of the best Zendesk alternatives for you to choose from. You can use this list as your starting point while searching for the best customer support software solutions.

Zendesk is a good option, but there are plenty of other options as well. So, check out the features of each and then take your pick based on your requirements.

Are there any good Zendesk alternatives you think deserve a mention on this list? Let me know in the comments below.

Disclosure: This content has a few affiliate links, which means if you click on them, I will get a commission (without any extra cost to you).