What Are the Best Freshdesk Alternatives for Customer Support in 2024?

Having explored various help desk tools, I would vouch for ProProfs Help Desk, which emphasizes enhancing customer delight through streamlined support ticketing. 

I’m quite impressed with ProProfs Help Desk’s AI powered features. For instance, I can use ProProfs AI to summarize a long customer complaint, save time with an auto-suggested response, or prompt AI to craft a detailed response as per my needs. 

Its user-friendly interface helps manage customer queries across multiple channels like email, live chat, web forms, etc., making it an excellent alternative to Freshdesk. 

I’ve personally found its ability to integrate a knowledge base within the platform incredibly helpful.  This feature empowers customers with self-service options, reducing ticket volume and agent workload. 

What You Will Like:

• Automated ticket routing feature that ensures queries reach the appropriate agent quickly.
• Create and save canned responses to quickly reply to common queries, saving time and ensuring consistency
• Shared inbox feature, which helps to access, assign, & track customer emails in a single place.
• Automated email surveys to capture customer feedback and agent ratings.  
• Secure two-factor authentication feature enhances security by requiring an additional verification step, protecting user accounts and data.
• Built-in chatbot feature helps you offer instant support to customers, reducing response times and improving overall customer satisfaction.

What You May Not Like:

• It’s a cloud-based platform and may not be the best option for on-premise requirements.
• Frequent feature releases can be overwhelming for some users. 

Pricing:

A freemium plan is available for a single user. Paid options start from $19.99/operator/month.

2. Crisp – Best for Social Media Customer Support

Utilizing Crisp has revolutionized my approach to handling customer support via social media platforms. Unlike Freshdesk, Crisp offers seamless integration of social media interactions right into the support console, facilitating the management and timely response to customer inquiries from various channels. 

My experience with its real-time messaging feature has significantly enhanced responsiveness and customer engagement. The user-friendly interface and customization options allow us to tailor the platform to our specific needs, which has been pivotal in maintaining high customer satisfaction and streamlining our social media management tasks.

What You Will Like:

• Real-time chat capabilities will enhance your engagement with customers.
• Automated triggers provide instant responses to common inquiries, improving efficiency.
• Proactive messaging supports the customer journey by engaging users at key points.
• Detailed analytics help gauge social engagement and team performance effectively.
• Multi-language support accommodates a global customer base.

What You May Not Like:

• The customization of chat widgets is limited.
• There are few integrations with lesser-known social platforms.

Pricing:

Starts at $25/month/workspace. 

3. Helpscout – Best for Customer Conversations & Unified Platform

Helpscout stands out for its ability to manage customer conversations over a unified platform easily and effectively. What makes it a compelling alternative to Freshdesk is its simple yet powerful interface that consolidates communications from multiple channels into a single, manageable dashboard. 

My personal experience with its shared inbox feature has been particularly beneficial for fostering team collaboration, ensuring that every customer query is addressed without any overlaps or confusion. 

The platform’s customization capabilities and robust reporting tools provide insights that help personalize the customer experience, making every interaction more meaningful.

What You Will Like:

• An extensive knowledge base provides self-service options that empower customers.
• Customizable reports and dashboards help you track customer satisfaction accurately.
• Automation tools that facilitate efficient management of workflows.
• Collaboration features, such as private notes and @mentions, enhance team coordination.
• Integration with major CRM and marketing tools broadens operational capabilities.

What You May Not Like:

• Advanced reporting features are limited in the lower plans.
• The platform does not natively offer telephony integration.

Pricing:

Starts at $22/user/month 

4. Kustomer – Best for Enterprise-Grade Ticketing System With Omnichannel Support

Kustomer excels in providing an enterprise-grade ticketing system with comprehensive omnichannel support, positioning itself as a robust alternative for organizations seeking advanced capabilities beyond Freshdesk. 

I was highly amazed by how Kustomer has transformed our customer service delivery; the platform’s integration of various communication channels into a singular customer view allows for consistent and personalized service. 

The detailed customer history it compiles across all interactions offers profound insights that are crucial for delivering tailored and effective support, enhancing customer satisfaction across every touchpoint.

What You Will Like:

• AI-driven insights enhance customer engagement strategies significantly.
• Advanced customization and workflow automation are available to tailor the platform to your needs.
• The system is highly scalable, supporting business growth effectively.
• Strong data security and compliance measures ensure your data is protected.
• Dedicated support and success teams provide excellent service and guidance.

What You May Not Like:

• The platform requires significant training to utilize all features fully.
• The focus on enterprise customers may overlook the needs of smaller teams.

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Pricing:

Starts at $89/user/month

5. HappyFox – Best for Insightful Reports & Analytics

HappyFox has been a cornerstone for deriving insightful reports and analytics, far surpassing the capabilities I’ve seen with Freshdesk. The depth and clarity of data analysis provided by HappyFox have allowed our team to make quick, informed decisions to enhance our customer support continually. 

From tracking support ticket trends to measuring response times and customer satisfaction, HappyFox offers comprehensive tools for understanding and improving service delivery strategies effectively.

For instance, it has a powerful analytics engine that offers detailed performance tracking that helps refine support strategies.

What You Will Like:

• A customizable dashboard with real-time data updates keeps you informed.
• Automated surveys gather customer feedback efficiently.
• The integration capabilities with business intelligence tools enhance data utilization.
• The flexible ticket management system adapts easily to various operational styles.
• A high level of customization for reports and data views tailors the analytics to your needs.

What You May Not Like:

• The customization options can be overwhelming for new users.
• Limited lower-tier plan options force users towards more expensive plans.

Pricing:

$9/user/month

6. Hubspot – Best for Hubspot Users

For those already part of the HubSpot ecosystem, integrating HubSpot’s customer support features offers a seamless and impactful enhancement to managing customer relationships. 

The integration with HubSpot’s CRM and marketing tools provides a unified view of the customer journey, enhancing service delivery and consistency. 

I have used it in the past, and I love its intuitive interface and powerful automation tools. These tools have streamlined our processes, enabled more effective communication and maintenance of customer relationships, and provided a clear edge over Freshdesk for HubSpot users.

What You Will Like:

• Automated ticket routing and escalation processes improve support responsiveness.
• Comprehensive customer feedback tools help gather and analyze customer opinions.
• Customizable email templates and live chat widgets tailor the communication to fit your brand.
• Built-in reporting offers a clear view of service metrics and performance.
• The user-friendly interface ensures a minimal learning curve.

What You May Not Like:

• Costs can be high compared to standalone options.
• The focus on inbound methodologies might not align with all business strategies.

Pricing:

Starts at $90/month/seat. Billed annually.

7. Zoho – Best for Context-Driven Support

Zoho excels in delivering context-driven support, making it a formidable competitor to Freshdesk, especially for teams that thrive on deep, integrated customer insights within their support process. 

My past usage of Zoho has shown it to be extremely effective in leveraging comprehensive customer data to provide timely and relevant support. The platform’s ability to present rich contextual information ensures that we are always prepared to precisely meet customer needs, enhancing the effectiveness of our responses and the overall customer experience.

No wonder the contextual information provided enhances each customer interaction significantly.

What You Will Like:

• AI-powered assistance is available to help agents improve resolution times.
• Extensive automation capabilities streamline various support processes.
• Multi-channel support, including email, phone, chat, and social media, provides flexibility.
• Advanced reporting tools that offer detailed insights into team performance and customer satisfaction.
• The global presence and support network ensure assistance is readily available.

What You May Not Like:

• Support response times can lag during peak periods.
• Some advanced features are only available in the more expensive plans.

Pricing:

Starts at $7/user/month.

8. SysAid – Best for AI-powered ITSM

SysAid harnesses the power of AI to elevate IT Service Management (ITSM) through advanced, automated solutions that Freshdesk cannot match. 

My direct experience with SysAid has showcased its effectiveness in managing IT requests and incidents with greater automation and precision. 

Its AI capabilities not only predict common issues but also suggest and implement solutions automatically, drastically reducing response times and boosting the overall efficiency of our IT support services. Plus, it also has a dedicated customer support to guide ITSM implementations, helping the noobs and the experts alike.

What You Will Like:

• Integrated asset management helps with better resource planning and management.
• Self-service portals reduce ticket volumes by empowering users to solve common issues.
• Advanced incident management capabilities support complex IT needs.
• The platform is highly customizable to fit various IT operational requirements.
• Robust security features protect sensitive data effectively.

What You May Not Like:

• The focus on ITSM may not be applicable to non-IT support teams.
• Complex features require a good level of IT knowledge to be used effectively.

Pricing:

Custom pricing.

9. Front – Best for Email Automation and Collaboration

Front has transformed how we handle email automation and collaboration, offering a robust alternative to Freshdesk with features that enhance email management and team collaboration. 

My personal use of Front has been a great experience. The powerful analytics and automation rules ensure emails are managed efficiently, organized, and responded to swiftly. 

The platform’s collaborative features keep relevant team members in the loop and improve resolution times. In fact, its shared inboxes enhance team collaboration by allowing multiple members to manage emails together.

What You Will Like:

• Integrations with apps like Asana and Slack improve workflow and communication.
• A customizable tagging system helps organize emails effectively.
• Analytics track team performance and email trends, providing actionable insights.
• The platform handles high volumes of emails efficiently.
• Supports multiple email accounts and clients, adding to its versatility.

What You May Not Like:

• The platform primarily focuses on email, potentially neglecting other support channels.
• The cost of the advanced features may be high for some businesses.

Pricing:

Starts at $19/seat/month for up to 10 seats. Billed annually.

10. Intercom – Best for Streamlining Support Workflows

Intercom stands out for its ability to streamline support workflows with its comprehensive suite of tools designed to enhance efficiency and customer interaction. 

Compared to Freshdesk, Intercom’s automated messaging systems and customized chatbots have significantly lightened our team’s workload.

 My personal experience with its integration capabilities and real-time customer engagement tracking has allowed us to optimize our support processes and improve user experiences. It has automated bots that handle initial customer interactions, freeing up resources for more complex queries.

What You Will Like:

• Customizable user segmentation facilitates targeted communication, enhancing the customer experience.
• Real-time performance metrics provide immediate insights into operations.
• Integration with major CRM systems broadens the scope of data utilization.
• Rich messaging tools make user interactions more engaging and effective.
• An extensive customer support network and resource library are available to assist with deployment and operation.

What You May Not Like:

• There is a learning curve involved in fully utilizing all features.
• The platform’s focus on tech-savvy businesses might not meet the needs of less advanced users.

Pricing:

Starts at $39/seat/month.

Read More: 12 Best Help Desk Software in 2024 [Expert Reviewed] 

Evaluation Criteria 

The evaluation of products or tools chosen for this article follows an unbiased, systematic approach that ensures a fair, insightful, and well-rounded review. This method employs six key factors:

1. User Reviews / Ratings: Direct experiences from users, including ratings and feedback from reputable sites, provide a ground-level perspective. This feedback is critical in understanding overall satisfaction and potential problems.
2. Essential Features & Functionality: The value of a product is ascertained by its core features and overall functionality. Through an in-depth exploration of these aspects, the practical usefulness and effectiveness of the tools are carefully evaluated.
3. Ease of Use: The user-friendliness of a product or service is assessed, focusing on the design, interface, and navigation. This ensures a positive experience for users of all levels of expertise.
4. Customer Support: The quality of customer support is examined, taking into account its efficiency and how well it supports users in different phases – setting up, addressing concerns, and resolving operational issues.
5. Value for Money: Value for money is evaluated by comparing the quality, performance, and features. The goal is to help the reader understand whether they would be getting their money’s worth. 
6. Personal Experience / Experts’ Opinions: This part of the evaluation criteria draws insightful observations from the personal experience of the writer and the opinions of industry experts. 

Ready to Pick the Best Freshdesk Alternative?

After extensive research and having used most of these tools, I think ProProfs Help Desk is the best alternative to the Freshdesk tool because it offers an intuitive interface and comprehensive customer support features at a more competitive price. It has intelligent customization options that cater to various business needs. Plus, its robust analytics and reporting capabilities offer deep insights into customer interactions and support performance.

That sounds like an overall win-win for all kinds of businesses. If you have more questions, feel free to explore this small FAQ section below. 

Learn More About Freshdesk Alternatives

What should I consider when choosing between Freshdesk and its alternatives?

When evaluating Freshdesk and its alternatives, consider factors like pricing, scalability, user interface, customer support quality, integration capabilities with other tools, and specific features like ticketing system efficiency, live chat options, and automation capabilities. Assess the tool’s ability to meet your company’s size, customer service workflow, and long-term business goals.

Watch: How to Choose the Best Help Desk Software

Where can I find reviews and comparisons of Freshdesk alternatives?

Software review websites like Capterra, G2, and TrustRadius offer reviews and comparisons of Freshdesk alternatives. These platforms offer detailed user reviews and ratings that compare various aspects of customer service platforms, including usability, customer support, features, and pricing. Besides, professional tech review sites and forums like TechRadar and Spiceworks provide insights and community feedback.

Also Read: ProProfs Help Desk vs.Freshdesk: Which Is the Help Desk King? 

How can I migrate from Freshdesk to an alternative platform?

Migrating from Freshdesk to an alternative platform involves exporting data such as tickets, customer information, and service history. Check if the new platform offers a data import tool or API support for a seamless transition. It’s recommended to perform a trial migration to identify any potential issues. Consulting with the support teams of both the old and new systems can provide guidance and troubleshooting tips during the migration.

Read More: Help Desk Migration Complete Guide: Step-by-Step Process