- Zoho Desk: Best overall
- Freshdesk: Best free solution
- Jira Service Management: Best for automations
- Hiver: Best for live chat function
- Help Scout: Best for integrations
- Spiceworks Cloud Help Desk: Best for small businesses on a budget
- Freshservice: Best for dedicated workspaces
- Front: Best for instant messaging
- HappyFox: Best for long-term contract savings
- Gorgias: Best for paying by ticket number
Updated: Aug 20, 2024, 7:22pm
Zendesk is an artificial intelligence (AI)-powered customer relationship management program. It helps provide quality customer service to your customers in a timely fashion, aiding your service agents in time and troubleshooting. Zendesk ranks fourth in Forbes Advisor’s internal ranking behind Zoho Desk, Freshdesk and Jira Service Management. If you are looking for a Zendesk alternative, here is what we have found.
The Best Zendesk Alternatives of 2024
Methodology
Forbes Advisor uses an objective rubric to rate and rank the best help desk software. There are five areas in which Forbes Advisor evaluates each company. The categories Forbes Advisor considers are:
- Pricing: Forbes Advisor first looks to see if the company offers a free version or a free trial. Those with free options fared better than those with only paid plans. It also considered the price tiers and whether they were affordable for most businesses. Companies with more reasonable pricing structures fared better than those that were more expensive.
- General Features: Forbes Advisor next considers the general features of each company and what they do and don’t offer. We wanted to see if there is a mobile app for the product. We also wanted to see if the software offered asset management. Companies that connect to social media platforms fared better than those that didn’t. We also looked to see if there was a remote control for the system. Finally, in general features, we considered whether there was a knowledge base, community forum and self-service capabilities.
- Additional Features: Forbes Advisor also considered extras that the software provides. These extras include whether there is self-service ticketing, a support widget and a reporting dashboard. We also scored companies better if they had a live chat and chatbots to help in service customers.
- Ratings and Reviews: Forbes Advisor wants to recommend companies that have a good reputation with their customer base. This is why we sought out the average rating score on Trustpilot, G2 and Capterra to determine if the company delivers on its promise.
- Expert Score: The last area that Forbes Advisor looks at is the Expert Score. This area uses expert insight to determine if the platform is a good value for the money, has the features necessary for success, is popular and easy to use.
Compare Zendesk Competitors
Company | Forbes Advisor Rating | Support Widget | Live Chat | Social Media Connectivity | LEARN MORE | ||||
---|---|---|---|---|---|---|---|---|---|
Zendesk | 4.2 | Yes | Yes | Yes | Learn More | On Zendesk's Website | Learn More | ||
Zoho Desk | 5.0 | Yes | Yes | Yes | Learn More | On Zoho's Website | Learn More | ||
Freshdesk | 4.5 | Yes | Yes | Add-on | Learn More | On Freshdesk's Website | Learn More | ||
Jira Service Management | 4.3 | Yes | Add-on | Yes | Learn More | Via partner site | |||
Hiver | 4.2 | No | Yes | Add-on | Learn More | Via partner site | |||
Help Scout | 4.1 | Yes | Yes | No | Learn More | Via partner site | |||
Spiceworks | 4.0 | No | No | No | Learn More | Via partner site | |||
Freshservice | 4.0 | No | Add-on | Add-on | Learn More | Via partner site | |||
Front | 3.7 | No | Yes | No | Learn More | Via partner site | |||
HappyFox | 3.6 | Yes | Add-on | Add-on | Learn More | Via partner site | |||
Gorgias | 3.5 | No | Yes | Add-on | Learn More | Via partner site |
What To Look For in a Zendesk Alternative
If you are shopping for a Zendesk alternative, you want to find a product that meets your budgetary and pragmatic help desk needs. There are three basic areas you should consider. The first is whether the software fits into your budget. Many options offer free forever plans that may not be as robust as the paid plans but can certainly do the trick.
The next area to consider is whether the software meets your use needs. You don’t want to pick a program that limits the amount of tickets that you can have filed in the help queue. You may also need social media or e-commerce connectivity. This is not available on all platforms. Look for the platform that checks all your main boxes.
The final area to consider is ease of use. How easy is it to implement the software before you can be up and running? Ideally, there is a dedicated account manager who helps onboard your company and assists with the setup. If not, there should be robust customer support to help you navigate the process.
Is Zendesk the Best Help Desk Software?
Zendesk Cost
Zendesk has four tiers to choose from:
- Suite Team: $55 per agent per month (if billed annually)
- Suite Growth: $89 per agent per month (if billed annually)
- Suite Professional: $115 per agent per month (if billed annually)
- Suite Enterprise: Contact sales
When To Choose a Competitor Over Zendesk
Zendesk is a comprehensive solution that offers all the general and additional features that a small business owner would want in a help desk solution. For many, the cost of Zendesk’s baseline plan is prohibitive. This is why many would seek another solution from another provider.
Frequently Asked Questions (FAQs)
What's better than Zendesk?
Zoho Desk is the top-rated help desk software solution from Forbes Advisor. It has all the features needed for an affordable price.
Is there a free alternative to Zendesk?
There are several free alternatives to Zendesk, including Zoho Desk, Freshdesk and Jira Service Management.
What are sites such as Zendesk called?
Zendesk is known as a help desk software solution to help businesses manage the inflow of tickets and questions from consumers.
What's the difference between CRM and help desk software?
CRM software helps businesses manage and analyze their interactions with customers and prospects while help desk software primarily focuses on managing and resolving customer support tickets and inquiries.