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  • Top 10 Alternatives to Freshdesk: Comparison of Popular Help Desk Software Systems

Top 10 Alternatives to Freshdesk: Comparison of Popular Help Desk Software Systems

Category: B2B News
What is the best alternative to Freshdesk?

The best alternative to Freshdesk is Salesforce Essentials, a top-rated, cloud-based platform that gives you the combined capabilities of sales software and a help desk solution. It is designed to help agents deliver personalized customer support through advanced features and easy to use tools. These include multichannel and multilingual capabilities, business process automation, case management, and knowledge base.

Are you searching for a help desk software other than Freshdesk? Search no further. We did the digging so you don’t have to waste precious time doing research. From our own database of help desk solutions and product reviews, we’ve come up with this list of top 10 alternatives to Freshdesk that you can consider for your business.

While Freshdesk is one of the most comprehensive and capable customer support platforms around that can meet the demands of businesses of all sizes, it may not be cut out for you.

For instance, your CRM is built on another platform; having a help desk from the same vendor gives you a more seamless sales-service synergy. Or, you want deeper integration with Facebook and Twitter, some apps on our list do this better than Freshdesk. Should you want your help desk natively integrated into your website, a couple of vendors below have this capability that Freshdesk doesn’t.

We also made it easy for you to compare Freshdesk with the following apps by highlighting both solutions’ advantages of each other.

freshdesk alternatives

What are the top 10 alternatives to Freshdesk?

Your help desk or customer service team is one of the three vital customer-facing units of your organization, with the other two being your sales team and marketing team. It is important that sales, service and marketing are aligned, work in a coordinated manner, and have the same set of customer information. You’ll be better able to get new customers, serve existing customers, and drive revenue.

Did you know that the new battlefield for business is having a clear-cut customer experience strategy? That is a critical source of revenue growth for businesses as 86% of buyers are willing to pay extra to get a great customer experience. Each of your three customer-facing units has a stake in delivering that optimal experience expected by customers – from being wooed by personalized promotion, being treated as VIP during the point of sale, to having issues resolved quickly when they reach out afterward.

The efficiency of your help desk is gauged through KPIs and one of the key customer support metrics is average first response time (AFRT). The industry norm is that when customers reach out through social media channels, you should respond within an hour. When they use email, reply within 24 hours. When they call you through the phone, you must answer immediately. The benchmark for AFRT is that the shorter the response time, the better. Again that boils down to providing great customer experience, the opposite of which can have dire consequences.

Source: Freshdesk

Now that you know the importance of help desk and customer service solution, its time to explore the leading platforms. In this article, we’ll detail the main features of Freshdesk (if you’re using it, you can skip this part). You’ll also get to know the top 10 Freshdesk alternatives including their key features, pricing details, and top integrations.  These will give you a better overview of the options that are available to your company.

What is Freshdesk?

Freshdesk dashboard example

Our review team currently rates this software as best in the customer support software category. Key Freshdesk features include AI-based lead scoring, self-service portals, smart automation, multiple SLA policies, integrated game mechanics, and multichannel capability.

Besides the unique features, you can also rely on the solution for standard tools such as community platform, knowledge base, and efficient help desk ticketing. The best part is you can easily convert your support emails into tickets and track them for accurate and quick response. Plus, you can link forum queries to a ticket and vice versa which helps you create streamlined answers to common issues and requests.

What are the main benefits of Freshdesk?

  • Agents can collaborate on email and ensure no query is missed.
  • You can label tickets quickly and accurately, and route them instantly to the right agent for fast resolution.
  • You can automate all stages of your support process from dispatching tickets to resolution.
  • You can track customer posts about your product in social media and respond to issues on these channels.
  • The app intuitively suggests answers from the knowledge base based on customer queries.
  • Your customers can use the Freshdesk community to share advice, tips, ideas, and best practices among themselves.

If you are not impressed with what Freshdesk has to offer and look for more features, read on to learn about the top 10 Freshdesk alternatives that offer unique features of their own. We provide you with a fair amount of details about their main benefits so that you can find out if you should consider them instead of Freshdesk and vice versa.

1. Salesforce Essentials

Salesforce Essentials is a cloud-hosted help desk solution that doubles as a CRM and sales software. Created for small teams, this software is great for boosting customer support operations and increasing conversions. It comes with best-in-class features such as inquiry routing, case auto assignment, task automation, and intelligent self-service tools. Moreover, it is equipped with contact management options and pipeline tracking functions to help you get a 360-degree view of all the customers who contact you.

Just sign up for Salesforce Essentials free trial so you can learn more about this product’s features by trying it out for yourself.

Salesforce Essentials

An award given to products our B2B experts find especially valuable for companies

Salesforce Essentials won our Expert's Choice Award for 2018

Our score
9.7
User satisfaction
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While Salesforce Essentials offers quite a number of features, it serves as the ideal choice for those who want a no-fuss user experience. It has only the essential tools you require — no more, no less — making it easy to navigate even for novice users. If you want a wider choice, take a look at these Salesforce Essentials alternatives.

Why use Salesforce Essentials instead of Freshdesk?

  • Salesforce Essentials is tailor-made for small businesses.
  • It offers a fully integrated interface that goes beyond help desk solutions.
  • The platform is capable of helping you manage customer support alongside sales operations.
  • This offers a Lightning App Builder to help you extend the functions of the platform to your heart’s content.

Why use Freshdesk instead of Salesforce Essentials?

  • The app is easy to set up and you can add agents quickly.
  • Freshdesk is also more scalable compared to Salesforce Essentials as it can support all business sizes.
  • It has integrated game mechanics to boost agent performance.
  • Lastly, it can compile customer feedback to help you improve overall operations.

2. Zendesk

Zendesk is a top-tier cloud help desk system that offers enterprise-level features. It is built to provide you and your agents a complete set of tools for help desk, call center, customer support, chat, and knowledge base to enable unified customer engagement. These allow you to deliver comprehensive support in every stage of the customer journey across all channels from a single platform.

You can experience how the software can power your customer support. Simply sign up for Zendesk free trial here.

Zendesk offers smart and user-friendly features such as task automation and notifications to streamline help desk and support processes. It is able to consolidate and organize all customer interactions and queries from any channel through pre-defined and context-based ticket responses, customer search history, and web widgets. You also get analytics, reports, and dashboards as well as customer satisfaction ratings to help you understand you customer support performance. You can read our Zendesk alternatives if you need to discover more help desk solutions.

Why use Zendesk instead of Freshdesk?

  • It provides an intelligent shared inbox for all customer concerns and issues coming from various channels.
  • It is available via a free plan and more than a dozen paid plans to suit budget, teams, and businesses of whatever size.
  • It’s one of the easiest to use and most scalable help desk solution in the market.
  • It is built on Zendesk’s flexbile CRM platform that lets you design and deliver personalized customer experiences.

Why use Freshdesk instead of Zendesk?

  • It offers high-quality social media integration.
  • With the app’s built-in phone channel you can set up a call center in minutes.
  • Customers can use the support portal and feedback widget to communicate their issues.
  • Customers can find answers on their own using the support forums and knowledge base.

3. LiveAgent

LiveAgent is a widely used help desk application that combines multiple channels into a single compact solution. It includes email support, live chat, and social media integration for Twitter and Facebook. Main features include file sharing, contact forms, gamification, statuses, and POP3 accounts.

You can sign up for LiveAgent free trial to have a hands-on experience of how the software works.

What makes LiveAgent so popular? The main reason is the solution’s interface is intuitive and simple which makes it easy to learn and use the app effectively. All the interface aspects are well planned and easily accessible which enables users to master the app in a short period. Because of this ease of use, your agents would be able to handle a large number of support queries in quick time. If you want a wider choice, take a look at these top rate LiveAgent alternatives.

Why use LiveAgent instead of Freshdesk?

  • It offers a more extensive feature set.
  • The setup is fast and simplified.
  • The vendor provides full lifetime 24/7 support even for small clients.
  • The customer support is in-house and not outsourced which means you are assured of quality service.
  • The pricing packages are flexible and you need to pay only for what you use.
  • You can use a single license for all your websites.

Why use Freshdesk instead of LiveAgent?

  • You can track your agents’ turnaround time for each query and identify trends to enhance your support.
  • Plus, you can set up a single support system for all your products and brands.
  • Support users and customers across different time zones and languages.
  • Get a full overview of your support with drill-down tools to get to the bottom of issues.

4. Freshservice

Freshservice is a cloud-based fully Information Technology Infrastructure (ITIL)-compliant help desk solution that not only provides complete control and management of your IT department and its assets but also aligns the IT infrastructure to provide outstanding support for your customers. Your business stands to gain a great deal with the solution’s outstanding incident management, SLA management, and knowledge management tools.

You can test the software at no cost. Just sign up for Freshservice free trial here.

Freshservice is easy to set up and configure, and the addition of gamification capability will help your agents meet the pressure of their daily tasks with fun and better engagement instead. For more options on your help desk shopping, read our expert piece on Freshservice alternatives.

Why use Freshservice instead of Freshdesk?

  • Its configuration management database (CMDB) is top-notch and covers all the assets in your organization. Any change in your company that affects your assets is updated instantly, for better assessment.
  • It lets you isolate or connect problems to previous records, so you can do a more in-depth analysis.
  • Its knowledge base allows for automatic conversion of incidence as a helpful article to guide agents in similar cases, along with the ready answers for them to use.
  • It easily lets team members work together on a ticket, or call on the help of other experts.

Why use Freshdesk instead of Freshservice?

  • The app can be optimized for search engines to enable customers to find what they need from anywhere.
  • You can automatically categorize, prioritize, and assign customer queries.
  • There is depth in multi-channel features.
  • You can manage all your support emails in one place.

5. JitBit HelpDesk

Jitbit HelpDesk is a cloud-based ticketing system that is used by businesses of all types and sizes. It offers powerful features such as help desk automation, email processing, and huge integration with over 500 applications via Zapier. The software enables you to track and manage incoming support request emails as well and their associated tickets. It is equipped with an automation engine that can send auto-replies, set due dates, and assign agents to tickets.

Sign up for JitBit free trial here to test the software and see how it performs.

JitBit gives you a detailed overview of customers and tickets. It lets you organize tickets by tags and categories and even search for specific tickets using filters which you can also use to set priorities, route tickets, and enable certain actions. There many SMB and enterprise pricing plans offered. You can get a one-time payment perpetual license for the software or subscribe to it monthly starting at $29/month. There are JitBit HelpDesk alternatives if you think the solution is not a match for your business.

Why use JitBit HelpDesk instead of Freshdesk?

  • It provides a simple to use but powerful help desk solution that streamlines ticket management.
  • You can set automation rules for routing and ticketing processes.
  • It gives massive integration with just about every business/productivity apps, services, and platforms.

Why use Freshdesk instead of JitBit HelpDesk?

  • Get customer feedback to evaluate your support performance
  • Use gamification to motivate your agents and keep track of their performances.
  • Multi-level SLAs ensure all tickets are addressed well in time.

6. Vision Helpdesk

Vision Helpdesk is an all-in-one help desk platform that enables you to manage multiple channels such as calls, email, chat, web forms, Twitter, and Facebook under one roof. The app encompasses three products: help desk software (multi-channel help desk), satellite desk (multi-brand/company help desk), and service desk (ITIL/ITSM desk).

See how the solution can streamline your IT help desk. Sign up for Vision Helpdesk free trial here.

Vision ITIL follows the IT service management (ITSM) discipline as stipulated by the Information Technology Infrastructure Library (ITIL). This service desk includes features such as asset management, incident management, problem management, knowledge management, change management, release management, and CMDB. You can deploy either the cloud or download version of this platform. If you want a wider choice, take a look at these top rate Vision Helpdesk alternatives.

Why use Vision Helpdesk instead of Freshdesk?

  • You can use a wide range of features to manage customer support.
  • Plus, you can benefit from the pioneering satellite help desk solution.
  • You can manage support for multiple brands and products using a single staff portal.
  • Ticket billing allows you to provide paid technical support to your end users.
  • Your agents can use the Blabby collaboration tool to share information with team members to resolve customer queries.
  • Finally, the app is scalable for the needs of large enterprises.

Why use Freshdesk instead of Vision Helpdesk?

  • It provides multiple support channels such as phone, email, chat, social media and forum.
  • Your agents can view queries quickly and identify the right response for each query.
  • Plus, you can set priorities based on your service level agreements (SLAs).
  • It offers enterprise-grade ticketing that is suitable for large organizations.

7. TeamSupport

teamsupport dashboard example

TeamSupport is a complete customer support application that businesses can use to collaborate and communicate more effectively among their units and with clients for a faster and more accurate response. Along with your support team, your finance, technical, and sales teams can also collaborate and use the app for superior customer satisfaction. On top of that, you can extend the system’s functionality with seamless integrations with popular business solutions such as Dropbox, Zoho Reports, MailChimp and more.

Feel like taking the software for a test run? Just sign up for TeamSupport free trial here.

TeamSupport offers scalable features and cloud-hosted plans for both small and large enterprises. Main features include ticket automation, ticket management, live chat, screen records, advanced customer self-service portals, and reporting functionality. Your support team can use the internal chat feature to conduct real-time conversations for collaboration. Finally, you can be productive on the go by using the mobile version for popular platforms such as Windows Phone, Blackberry, Android, and iOS. If you want a wider choice, take a look at these top rate TeamSupport alternatives.

Why use TeamSupport instead of Freshdesk?

  • It enables agents to work in groups and have ad-hoc discussions in real time about specific tickets.
  • You can see all customer engagements and store them securely in the Complete Customer Database.
  • Plus, you can track individual agents’ performance in real time and evaluate their work quality. The vendor offers the support of experienced help desk professionals from whom you can get technical advice to improve your business.
  • Your customers can use the robust Intelligent Submission Deflection feature to find answers on their own for their issues.
  • They can also use the Advanced Customer Service Portal which is active 24/7 to get answers.

Why use Freshdesk instead of TeamSupport?

  • Freshdesk offers cheaper pricing packages.
  • You can customize the app to promote your brand by adding your company logo and colors.
  • It integrates with more than 60 collaboration, cloud storage, CRM, eCommerce, and productivity applications.
  • Plus, it integrates easily with Google’s suite of products to enhance productivity.

8. Zoho Desk

Businesses can use Zoho Desk to provide high-quality customer support by using tools that enhance agent productivity. Managers can utilize the reporting and analytics features to evaluate agent performances to find areas for improvement and to make smart business decisions. The app also benefits customers who can find prompt and reliable support easily and quickly.

Sign up for Zoho Desk free trial here in order to examine the software more closely.

Why does Zoho Desk stand out among the crowd? It provides task automation, multiple support channels, and useful tools that companies can use to provide fast and responsive customer support. Employees from different units can collaborate using this app and provide customers with a unified and superior support experience. If you want a wider choice, take a look at these top rate Zoho Desk alternatives.

Why use Zoho Desk instead of Freshdesk?

  • Zoho Desk offers help desk essentials and standard features.
  • You can use the range of useful tools to build closer and more profitable relationships with customers.
  • Businesses can choose either the ticketing system or call center functionality as needed.
  • Your customers can use social networks such as Twitter and Facebook to communicate with you and get their issues resolved
  • You can create content-rich knowledge bases that your customers can use for self-help.
  • Small teams can use the free plan while the paid pricing packages are affordable even for startups.

Why use Freshdesk instead of Zoho Desk?

  • You can automate tasks to enhance your support team’s productivity.
  • FAQs can be answered with a canned response.
  • You can automatically prioritize and assign tickets to the right agents.
  • Finally, the supervisor can check the application for the day’s unresolved tickets and issue alerts to agents to follow up on them.

9. Atera

Atera is an online remote monitoring and management (RMM) solution designed for use by IT professionals and IT managed services providers (MSP). It provides a centralized platform that brings together in one place IT monitoring and management processes as well as help desk, billing, reporting, and other business functions. With the software’s remote support and monitoring capabilities, MSPs are able to manage and resolve customer IT issues anywhere and anytime.

Sign up for Atera free trial here to learn more about the software.

Atera is accessible from mobile, tablet and desktop computers and has the ability to monitor any number of workstations and servers. It is considered the first of its kind to combine RMM, professional services automation, and remote control functions in one solution. Among its other features include patch management, scripting, real-time notifications, and powerful integrations. Atera utilizes a technician-based pricing scheme that starts at $89/month. Need more solutions? Head over to Altera alternatives page and check out other options.

Why use Atera instead of Freshdesk?

  • It’s loaded with all the tools and features needed by MSP businesses.
  • It offers single dashboard operation for creating tickets, managing alerts, running scripts, connecting remotely, and more.
  • It allows you to manage your technicians from your mobile device.
  • It lets you manage and monitor an unlimited number of servers and workstations.

Why use Freshdesk instead of Atera?

  • You can customize the app to promote your brand by adding company logo and colors.
    Freshdesk offers cheaper pricing packages.
  • It integrates easily with Google’s suite of products to enhance productivity.
  • It integrates with more than 60 collaboration, cloud storage, CRM, eCommerce, and productivity applications.

10. Dimelo By RingCentral

Dimelo By RingCentral dashboard example

Dimelo By RingCentral is a cloud-hosted digital platform designed to centralize and manage that all customer communication regardless of what channel its is coming from – social media, chat, forums, email, mobile, and website. Having a single platform enable your agents to respond faster to customer inquiries, streamline resources and agent allocation as well as ensure smooth communication flow and connection even during heavy traffic.

You can test how Dimelo powers customer communication. Simply sign up for Dimelo free demo here.

Dimelo comes with a built-in CRM tool for consolidating all customer interactions and identifying customer’s digital identity. It is able to sync customer profiles with ticket information to facilitate and speed up response processes. The software is also equipped with machine learning that supports over 70 different languages and is able to understand their content. It integrates with over three dozen external apps and services and is available through custom pricing. If you feel this software is not your kind of solution, you can have a look at our Dimelo By RingCentral alternatives.

Why use Dimelo instead of Freshdesk?

  • It’s built as a complete solution for online customer service.
  • Its modular approach allows you to initially get only the features that you need most.
  • Has a customer digital identifier that automatically links profiles with tickets.
  • Real-time agent monitoring gives you close supervision over agent performance, message queues, and agent allocation.

Why use Freshdesk instead of Dimelo?

  • The agent collision detection feature helps to avoid multiple responses to a single ticket.
  • Agents can collaborate on complex tickets using private notes for internal communication.
  • Customers can skip the line for agents’ time and use the well-organized knowledge base instead.
  • Its automation features are more comprehensive, covering ticket prioritizing, assignment of tickets or follow-up with customers.

Solid Choices for Your Help Desk Needs

If you have been paying attention to this presentation of alternatives to Freshdesk, you will notice that some of these applications, like Salesforce Essentials, are great for scaling to any type of organization, from small businesses with simple setups to larger corporations with more complex demands.

On the other hand, some like Wix Answers are good at providing support to your e-commerce concern. Still others like SysAid and ManageEngine ServiceDesk excel at integrating additional functions like IT asset management and project management.

Thus, your choice of application really depends on the unique needs of your business. Still, if you want to further explore more options, you can read our extensive listing of the 20 best help desk software solutions of 2019.

Now after having figured out the specific features that you want, then availing yourself of the free trial offered by these applications would be a good step to finalize your new purchase. Why not start out with our top alternative product on this list? Just sign up for Salesforce Essentials free trial here.

By Jenny Chang

Senior writer at FinancesOnline who writes about a wide range of SaaS and B2B products, including trends and issues on e-commerce, accounting and customer service software. She’s also covered a wide range of topics in business, science, and technology for websites in the U.S., Australia and Singapore, keeping tabs on edge tech like 3D printed health monitoring tattoos and SpaceX’s exploration plans.

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