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.
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.
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.
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 an 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.
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.
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.
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 your customer support performance. You can read our Zendesk alternatives if you need to discover more help desk solutions.
Why use Zendesk instead of Freshdesk?
Why use Freshdesk instead of Zendesk?
Detailed Zendesk Review
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 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.
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?
Why use Freshdesk instead of Salesforce Essentials?
Detailed Salesforce Essentials Review
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.
LiveAgent’s main features include file sharing, contact forms, gamification, statuses, and POP3 accounts.
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?
Why use Freshdesk instead of LiveAgent?
Detailed LiveAgent Review
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.
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?
Why use Freshdesk instead of Freshservice?
Detailed Freshservice Review
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.
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?
Why use Freshdesk instead of JitBit HelpDesk?
Detailed JitBit HelpDesk Review
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).
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.
Detailed Vision Helpdesk Review
Why use Vision Helpdesk instead of Freshdesk?
Why use Freshdesk instead of Vision Helpdesk?
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.
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?
Why use Freshdesk instead of TeamSupport?
Detailed TeamSupport Review
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.
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?
Why use Freshdesk instead of Zoho Desk?
Detailed Zoho Desk Review
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.
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?
Why use Freshdesk instead of Atera?
Detailed Atera Review
Formerly known as Dimelo By RingCentral, RingCentral Engage 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.
RingCentral Engage 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 RingCentral Engage instead of Freshdesk?
Why use Freshdesk instead of RingCentral Engage?
Detailed RingCentral Engage Digital Review
If you have been paying attention to this presentation of alternatives to Freshdesk, you will notice that some of these applications, like Zendesk, 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 2020.
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?
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