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

Freshdesk: No. 1 Help Desk Tool

What is the best alternative to Freshdesk?

Among the top helpdesk solutions in the market today, Salesforce Essentials with its top-rated, powerful features and intuitive design stands as the best alternative to Freshdesk. Scroll down for more of the reasons that make Salesforce Essentials our experts’ top choice for this category.

Freshdesk is a leading customer support and help desk software solution that can be used by businesses to improve the efficiency and productivity of their support agents as well as the quality of their customer service. This article details the main features of Freshdesk and gives you the reasons why it is such a popular app. We also provide a comparison of top 10 Freshdesk alternatives and analyze the key features, pricing details, and top integrations of all of them to give you a better overview of the options that are available to your company.

What is Freshdesk?

Our review team currently rates Freshdesk as the best app in the customer support software category. The software offers a range of useful features for both small and large companies including self-service portals, smart automations, multiple SLA policies, integrated game mechanics, and multichannel capability. If you want to try out the solution first there is a great free trial plan that you can check. You can easily sign up for Freshdesk free trial here.

This award is given to the best product in our help desk software category. It highlights its superior quality and underlines the fact that it's a leader on the market.
Freshdesk won our Best Help Desk Software Award 2018

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.

freshdesk alternatives

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.

For your convenience, you can learn more about this product’s features by trying it out for yourself. Just sign up for a Salesforce Essentials free trial here.

An award given to products our B2B experts find especially valuable for companies
Salesforce Essentials won our Expert's Choice Award for 2018

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. 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 here.

This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.
LiveAgent won our Great User Experience Award for 2018

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 you 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.

3. 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.

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.

4. Wix Answers

Wix Answers is a cloud-based help desk software that lets you create your own helpdesk center for your own customers. With Wix Answers, you will be able to have your own knowledge base, call center, a robust ticketing system designed with localized settings, powerful search engine, and advanced SEO tools.

To design your own helpdesk center, Wix Answers gives you a fully featured content editor, and for the layout and design, the application provides stunning templates along with all the task management tools that you will need to be in total control of your help desk project.

For further options, read this expert piece on Wix Answers alternatives.

Why use Wix Answers instead of Freshdesk?

  • Wix Answers provides a powerful widget that you can use to either highlight helpful materials straight from your help center or simply as a support channel to let your customers reach you instantly.
  • The application lets you set up IVR flows, queues and call lines quickly.
  • It lets you get your own 1-800 line right away, no need to download.
  • It lets you assign multiple agents to any call, ensuring that experts will be on hand to address difficult inquiries from your customers.
  • The instant availability of help desk articles and canned replies means your agents save time and efforts replying to the most common queries.

Why use Freshdesk instead of Wix Answers?

  • Freshdesk 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.

5. Vision Helpdesk

Vision Helpdesk is an all-in-one help desk platform that enables you to manage multiple channels such as calls, email, chat, webforms, 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.

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.

6. 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.

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.

7. SysAid

SysAid incorporates crucial elements of information technology to provide an integrated helpdesk and ITSM solution for your business customers. To ensure that your helpdesk is specifically built around how your business works, SysAid now features a business intelligence feature to analyze your business first and provide additional insights as you embark on providing support for your own customers.

What you get from this assimilation of BI feature is a powerful engine running under a help desk and ticketing system, as well as other tools that also manages your IT assets, hardware and network configuration, and even a patch management tool to ensure your Windows-based systems are always using the latest versions.

You may also look at these SysAid alternatives for more options.

Why use SysAid instead of Freshdesk?

  • You will start with a thorough analysis of your company needs to ensure you are getting the right helpdesk configuration that’s just right for your business.
  • It lets you automate all your helpdesk processes using a few guidelines.
  • It also provides incidence, problem and change management tools.
  • A CMDB functionality ensures you stay on top of your IT investments.
  • It provides remote control capability on top of advanced helpdesk and knowledge base systems.

Why use Freshdesk instead of SysAid?

  • 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.

8. TeamSupport

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?

  • 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.

9. xSellco Helpdesk

Among the solutions in the list, xSellco Helpdesk is the first ecommerce-centric helpdesk platform, providing real-time connections to your online channels as you provide query responses, expert support and issue ticket for quick resolutions. In the brutally fast pace of ecommerce, xSellco positions your business at the forefront with templates that suit the needs of your customers no matter who or where they are coming from.

If reaching out to international markets is in your immediate business trajectory, xSellco will enable you to come out as a longstanding pro with its auto-translate capability, allowing you to provide support for customers in any language without the excessive cost of hiring international support personnel.

If you need to expand your options for ecommerce help desk systems, read our piece on xSellco alternatives.

Why use xSellco Helpdesk instead of Freshdesk?

  • Its brilliant auto-connect feature is almost worth the admission to the international ecommerce market.
  • It places all your customer queries from your eBay, Amazon, webstore and other marketplaces in one single location.
  • It extends a free live chat to your shopping cart, whether on BigCommerce, Magento or Shopify.
  • It gives you access to your inventory and fulfillment software, making it possible to come up with essential, fast responses.

Why use Freshdesk instead of xSellco?

  • 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. ManageEngine ServiceDesk

ManageEngine ServiceDesk is a well-regarded ITIL-ready help desk application that also integrates capabilities for project management and asset management for managed service providers (MSPs). Its expert support for 29 languages, support of rebranding and billing of each account separately makes it an attractive alternative for businesses looking to compete internationally.

ManageEngine simplifies the resolution of IT challenges in any workplace with powerful incident and problem management, change management and asset management. Configuration data which is critical to any IT ecosystem is securely saved, allowing for easy monitoring, analysis and management. The application is flexible enough to allow you to publish service catalogs with their own service level agreements, enabling your customers to pick just the right arrangement for their own businesses.

If you think you need more information, then read our work on ManageEngine ServiceDesk alternatives for more options.

Why use ManageEngine ServiceDesk instead of Freshdesk?

  • Its support for 29 languages is a compelling offer if you need international exposure for your business.
  • It has a comprehensive IT help desk functionalities as well as asset and project management capabilities.
  • It provides real-time monitoring of your IT helpdesk through a fully customizable dashboard.
  • It allows you to automate the processes involved around requests, from creating to systemizing and monitoring them.

Why use  Freshdesk instead of ManageEngine ServiceDesk?

  • The agent collision detection feature helps to avoid multiple responses to a single ticket.
  • Your 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.


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 every type of organization, whether small businesses with simple setups or larger corporations with more complex demands. On the other hand, some like Wix Answers are good at providing support to your ecommerce 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. If you have figured out the specific features that you want, then availing of the free trial offered by these applications would be a good step to finalize your new purchase.

Category: B2B News

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