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13 Best Freshdesk Alternatives for Businesses in 2024

You’re likely here because you’re exploring customer service software options or seeking a better alternative to Freshdesk. While Freshdesk, part of Freshworks’ suite of cloud-based tools, offers a range of features like multi-channel support, automated ticketing, and self-service capabilities, it has its drawbacks.

Users often face limited reporting capabilities, a disconnected agent interface, unreliable integrations, and poor customer support. Additionally, Freshworks’ broad focus across sales, marketing, IT, and customer service can dilute its customer experience expertise.

Our guide compares top Freshdesk alternatives, helping you find a specialized solution to enhance your customer service.

Common reasons why businesses might seek Freshdesk alternatives

Here are some common reasons businesses might look for alternatives to Freshdesk based on the Capterra reviews

Painful setup process

Setting up Freshdesk was challenging, requiring multiple support calls without resolution. The user had to resolve issues independently, and ongoing support was slow and seemed uninformed.

The setup process was painful. Call after call booked in with nothing really being achieved. We ended up figuring most things out ourselves. Ongoing support when there are issues is painfully slow and I feel most of the guys supporting don’t understand the system fully themselves

High pricing and limited integrations

Freshdesk is criticized for its higher cost, limited third-party integrations, and restricted branding options, which may not justify the pricing for some users.

Also Read – Freshdesk pricing: Does it offer value for money in 2024?

Pricing is bit higher. Limited 3rd party integration and limited branding options

Confusing UI and long load times

Freshdesk’s user interface is difficult to navigate initially, and the platform suffers from long loading times, which can disrupt the user experience

Bad UI. It can be confusing at first when you use Freshdesk for the first time. Long loadings could occur when you load the helpdesk up and go exploring the helpdesks, however is less so when you’re going through tickets

Clunky and buggy interface

Users report laggy performance, unreliable integrations, and poor notification and merging of tickets. Additionally, reporting capabilities are limited

Laggy and unresponsive at times, integrations don’t work very well, tickets don’t always notify the user that there has been a response. New tickets don’t always merge as they should. Reporting is very limited

Inadequate automation features

Freshdesk’s automation features are insufficient, lacking advanced rules for effective automation without negatively impacting user experience.

Available automation capabilities are for kindergarten. Freshdesk does not have a wide set of rules that enable fluid automation while not having a negative (or robotic) impact on the user experience.

Persistent bugs and poor support

Freshdesk is criticized for focusing on unnecessary features while ignoring persistent bugs, leading to decreased productivity. Support often fails to deliver promised solutions.

Development of unneeded features, adding bugs that never get fixed. Support that promises solutions but is fairly powerless to follow through. The bugs are such that productivity is affected for all users.

List of top 13 Freshdesk alternatives for businesses in 2024

Desk365
Jira Service Management
Front
ManageEngine
Kayako
Hiver
Zendesk
TeamSupport
HelpSpot
Rezolve.ai
HappyFox
Help Scout
Zoho Desk

Freshdesk alternatives comparison table

Software

Pricing

Capterra Overall Ratings

Desk365

All features for just $12 /agent /month

4.9 Jira Service Management

Starts $20 /agent /month

4.5 Front

Starts $19 /agent /month

4.5 ManageEngine

Starts $10 /agent /month

4.4 Kayako

Starts $15 /agent /month

4.0 Hiver

Starts $22 /agent /month

4.7 Zendesk

Starts $55 /agent /month

4.4 TeamSupport

Starts $49 /agent /month

4.5 HelpSpot

Starts $699 /agent /month

4.5 Rezolve.ai

Custom pricing plans

4.8 HappyFox

Starts $26 /agent /month

4.6 Help Scout

Starts $20 /agent /month

4.5 LiveAgent

Starts $15 /agent /month

4.7

13 best Freshdesk alternatives in 2024

Here are the top Freshdesk competitors you should consider,

1. Desk365

Comparing Desk365 vs. Freshdesk

Here is an in-depth feature comparison between Desk365 and Freshdesk, two prominent customer support platforms in the industry

Features

Desk365

Freshdesk

Microsoft Teams App for Agents

Create Tickets from Microsoft Teams

Email Ticketing

Customer Support Portal

Web Form / Web Widget

Automations

Knowledge Base

SLAs

(including Reminders & Escalations)

(Available only in Pro & Enterprise plans)

Custom Email Servers

Custom Ticket Fields

Custom Roles

(Available only in Pro & Enterprise plans)

Time Tracking

Customer Surveys

(Multiple Survey Types)

(Available only in Pro & Enterprise plans)

Reports

(Multiple Custom Reports)

Agent Collision Detection

Custom Statuses and Categories

API Access

Azure AD Single Sign-On

(No set-up needed)

(Takes time to set-up)

Onboarding Specialist

Email Support

Free Trial

(21 Days)

Free Plan Available

Number of Users

Unlimited

Lowest Paid Plan

$12/agent/month

$15/agent/month

Highest Paid Plan

$12/agent/month

$79/agent/month

Last Updated Date: 25-May-2024

Desk365 provides a powerful cloud-based help desk 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 live chat. 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

In Desk365, Service Level Agreements (SLAs) ensure timely and effective responses to customer inquiries, setting clear response and resolution time expectations for support teams. SLAs in Desk365 are highly customizable, allowing businesses to define the rules and time frames that align with their service commitments and customer expectations.

Pricing:

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

Free trial available.

2. 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 Desk Alternatives in 2024

Here are some key features of Jira Service Management:

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

Read more – Jira Service Desk Pricing 2024

3. 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.

Key features of Front:

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

4. ManageEngine

ManageEngine is a comprehensive suite of IT management software developed by Zoho Corporation that aims to simplify IT operations for businesses of all sizes. It offers a wide range of tools designed to address various aspects of IT management, including network management, security, help desk, Active Directory management, and more. The platform is known for its robust features, ease of use, and flexibility, making it a popular choice among IT professionals.

Key features of ManageEngine:

IT Service Management (ITSM)
Active directory management
Network and server management
Application Performance Management (APM)
Desktop and mobile device management
Security Information and Event Management (SIEM)
Data analytics and IT intelligence

Pricing

Standard: $10/technician/month
Professional: $21/technician/month
Enterprise: $50/technician/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.

Key features of Kayako:

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. Hiver

Hiver is a customer service solution that transforms Gmail into a powerful collaboration and customer support tool, particularly designed for teams that manage shared inboxes. It is ideally suited for small to medium-sized businesses and teams looking for an efficient way to handle customer communications without leaving the Gmail interface.

Key features of Hiver:

Shared inboxes
Email tags
Collision alerts
Email templates
Automated workflows
Customer satisfaction ratings
Analytics and reports
Round robin assignment
Integration with other tools

Pricing

Growth: $22/user/month
Pro: $37/user/month
Elite: $57/user/month

7. Zendesk

Zendesk, often compared with Freshdesk is a powerful customer service software that caters to businesses looking for a robust, scalable solution to manage their customer interactions. Known for its flexibility and comprehensive set of features, Zendesk allows companies to build better customer relationships through streamlined communication and improved support services.

Recommended Reading – Best Zendesk Alternatives in 2024

Multi-channel support
Advanced ticketing system
Automation and workflows
Customizable interfaces
Reporting and analytics
Integrations with other business tools
Knowledge base and self-service options
Live chat capabilities
AI and machine learning enhancements
Security and compliance measures

Pricing

Suite team: $55/agent/month
Suite growth: $89/agent/month
Suite professional: $115/month/ user

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.

Key features of TeamSupport:

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. HelpSpot

HelpSpot is a versatile and powerful help desk software designed to enhance customer support operations for businesses of all sizes. It provides a comprehensive suite of features aimed at streamlining the support process, improving efficiency, and enhancing customer satisfaction.

Key features of HelpSpot:

Ticket management
Customer self-service portal
Knowledge base
Automated workflows
Customizable reports
Email integration
Multi-channel support
Collaboration tools

Pricing

Starts at a maximum of 3 agents $699/year

10. Rezolve.ai

Rezolve.ai is a GenAI-driven service desk platform designed to streamline and automate IT support processes. Integrating natively with Microsoft Teams and Slack, Rezolve.ai leverages artificial intelligence to rapidly resolve user issues through features such as automated ticketing, smart workflows, and a self-learning knowledge base. The platform is built to improve employee productivity, reduce service times, and offer an enhanced user experience.

Key features of Rezolve.ai:

GenAI-powered ticketing system
Automated knowledge base and self-service
Intelligent workflow automation
Advanced L1 triaging and troubleshooting
AI-driven chat support for instant resolutions
Built-in employee productivity tools
Real-time analytics and reporting
Seamless Microsoft Teams/Slack integration

Pricing

Custom pricing based on business needs

11. HappyFox

HappyFox is a robust and versatile ticketing system that integrates seamlessly with Microsoft Teams. Designed to enhance the efficiency of support and service teams, HappyFox offers a streamlined approach to managing customer support tickets directly within the Teams environment. This integration allows teams to maintain their workflow in Microsoft Teams while leveraging the powerful features of HappyFox for ticket management, ensuring a cohesive and productive user experience.

Features of HappyFox Teams Ticketing:

Microsoft teams integration
Automation tools
Multi-channel support
Customizable workflows
Real-time collaboration
Reporting and analytics
Knowledge base integration

Pricing

Lowest plan – $26/agent/month
Highest plan – $64agent/month

12. 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

13. 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

What are the considerations for choosing the right Freshdesk alternatives?

When considering alternatives to Freshdesk, it’s important to evaluate various factors to ensure the selected helpdesk software meets your specific needs. Here are some key considerations to guide your decision:

Business requirements

Choosing the right alternative to Freshdesk starts with understanding your business requirements. Assess the scale and complexity of your support operations, as small businesses might need a simpler solution compared to large enterprises with complex workflows. Additionally, consider any industry-specific needs, such as compliance with regulations like HIPAA for healthcare or GDPR for data privacy.

Feature set

Evaluating the feature set is crucial. Ensure the alternative offers core features like ticketing, automation, reporting, and multi-channel support (email, chat, social media). For businesses requiring more sophisticated capabilities, look for advanced features such as AI-powered chatbots, workflow automation, custom reporting, and integration with other business tools like CRM and ERP systems.

User experience

The user experience of the platform should be a top priority. It should have an intuitive interface that is easy for your team to learn and use. Customization options are also important, allowing you to tailor the platform to fit your specific workflows and branding.

Cost

Cost is always a key consideration. Compare the pricing structures of different alternatives to ensure they fit within your budget, considering both initial and long-term costs associated with scaling. Evaluate the value for money by assessing the features and benefits you get relative to the cost, as sometimes a slightly more expensive option might offer better value through more comprehensive features or better support.

Support and training

Assess the quality and availability of customer support provided by the vendor. Look for options with 24/7 support if needed. Additionally, check if the vendor offers comprehensive onboarding and training resources to help your team get up to speed quickly, ensuring a smooth transition to the new platform.

Which Freshdesk alternative is right for you?

Exploring Freshdesk alternatives can lead businesses to discover a customer support solution that perfectly aligns with their unique needs and preferences. When considering a customer support platform, it is crucial to carefully evaluate your own business needs and objectives. Take into account factors such as the required feature set, scalability, budget constraints, and desired level of customization.

Amongst the Freshdesk alternatives, Desk365 emerges as a strong contender, offering a comprehensive set of features, including ticket management, automation, SLAs, knowledge base, and much more.

Its competitive pricing, ease of use, and extensive integrations make it a versatile and cost-effective choice for businesses of all sizes.

Don’t hesitate to take action and try Desk365 by signing up for a 21-day free trial, you can determine if it fits your organization and potentially discover a powerful tool that elevates your customer service to new heights.