Top 12 Zendesk Competitors: Best Alternatives in 2024

Choosing the right customer service platform plays a key role in your business’s success. While Zendesk is a popular choice, it may not always be the best fit for every organization. High pricing, a steep learning curve, and limited customization options are some factors that lead companies to explore competitors.

In this blog post, we will explore the top 12 Zendesk competitors that offer robust customer support tools, advanced automation capabilities, and user-friendly interfaces. These alternatives are designed to help customer support teams manage customer inquiries more effectively, from ticketing systems to self-service options.

For instance, Odin AI delivers smart, automated solutions that streamline customer support operations.

Boost productivity—automate your tasks with Odin AI today!

What Type of Software is Zendesk?

Source: zendesk.com

Zendesk is a customer service software designed to help businesses manage their customer support operations. It allows companies to handle customer requests through multiple channels, such as:

• Email
• Social media
• Live chat

With these capabilities, Zendesk helps improve customer service performance and increases the efficiency of support teams.

In addition to these customer service solutions, Zendesk also serves as a customer relationship management tool (CRM). 

Unlike traditional CRMs that focus solely on sales and marketing, Zendesk specializes in managing customer inquiries and improving the way support teams respond to these inquiries.

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Top 12 Zendesk Competitors for 2024

Customer support platforms similar to Zendesk provide unique benefits. These include more affordable pricing, better automation capabilities, or specialized tools for customer communication.

This list is designed to help you find the best customer service software that fits your business needs, whether you’re looking for a comprehensive help desk solution or tools that focus on specific areas like ticketing systems and self-service options.

1. Odin AI

Odin AI is a standout option for businesses looking to simplify their customer support operations with the help of AI-driven automation. What sets Odin AI apart is its ability to handle repetitive tasks such as:

• Ticket routing
• Response automation
• Ticket prioritization
• 24/7 support
• Follow-up reminders
• Customer data analysis

This allows support agents to focus on more complex interactions. It’s not just a tool for improving response times, but also for managing entire customer support processes across multiple channels.

Odin AI’s biggest strength is its automation capabilities. By automating tasks like ticket management, Odin AI drastically cuts down on the manual work required by support teams. This leads to faster response times and an overall better customer experience.

Whether you’re a small business or a large enterprise, Odin AI grows with your needs. Its flexibility makes it an ideal solution for businesses looking for a tool that can scale with them as they expand. You can easily add new features, channels and integrations.

Pricing

Odin AI’s pricing plans start at $79/seat/month–suitable for small teams and individuals looking to implement AI solutions. For large corporations and enterprises, a custom plan is available.

Both plans give you access to all the key features like:

• Odin Automator
• Conversational AI
• Knowledge base
• AI meeting notetaker
• Customer support

Book a demo today to see how Odin AI can revolutionize your customer support operations and take your customer service to the next level!

2. Freshdesk

Source: Freshworks.com

Freshdesk offers a user-friendly platform without sacrificing functionality. It helps manage interactions across multiple channels which makes it suitable for companies looking for an affordable solution to streamline customer support.

Key features:

• Freshdesk automatically converts emails, social media inquiries, and chats into tickets
• Workflow automation reduces repetitive tasks by assigning tickets, escalating issues, and managing workflows automatically
• Handle customer communications through email, social media, chat, and more

Pricing:

• Free: Includes a shared inbox, team collaboration via threads, and an integrated knowledge base for efficient customer service
• Growth ($18/agent/month): Everything in the Free plan, plus reports, real-time dashboards, automation, and a customer portal for more comprehensive service management
• Pro ($59/agent/month): The most popular option, includes everything in the Growth plan, along with customized support portals, custom objects, advanced ticketing, custom reporting, and different routing mechanisms
• Enterprise ($95/agent/month): Offers everything in the Pro plan, plus audit logs, approval workflows, skills-based assignments, and additional security features for enhanced customer service operations

3. Zoho Desk

Source: Zoho.com

Zoho Desk is a customer service platform that uses AI to streamline customer support operations. Part of the Zoho ecosystem, it integrates seamlessly with products like Zoho CRM, project management, and business intelligence tools. This makes it suitable for businesses already using Zoho’s suite.

The Zoho Desk platform helps businesses manage repetitive interactions like FAQs through automation features. Customer support teams can then focus on more complex inquiries.

Key features:

• Automatically assigns tickets, suggests solutions, and predicts issue escalation with its AI assistant, Zia
• Provides a complete view of customer history
• Handles inquiries from email, chat, phone, and social media, all in one place
• Includes a knowledge base and other self-service options to reduce ticket volume
• Works with Google Workspace, Microsoft Teams, and other third-party apps for flexibility

Pricing:

• Free: Includes 3 free agents with a shared inbox for managing customer inquiries
• Express ($9/agent/month): This plan supports up to 5 agents
• Standard ($20/agent/month): The Standard plan offers unlimited agents and includes additional features for businesses looking to scale their customer support operations
• Professional ($35/agent/month): It supports unlimited agents
• Enterprise ($50/agent/month): This plan offers 50 free light agents along with all the features from the Professional plan

4. HubSpot Service Hub

Source: Hubspot.com

HubSpot Service Hub is a customer service platform that integrates seamlessly with HubSpot’s CRM tool. It combines customer relationship management and customer support tools into one solution. This makes it suitable for businesses looking to manage customer communications across multiple channels while scaling their operations without compromising service quality.

Its deep CRM integration allows support teams to access detailed customer histories for personalized service delivery.

Key features:

• Seamless integration with HubSpot CRM, which gives support agents full visibility into customer data, past interactions, and ongoing issues
• Tracks, organizes, and manages customer requests across various channels
• Offers real-time chat support and automated chatbots
• Provides an easy-to-setup knowledge base
• HubSpot’s integration with marketing and sales tools guarantees smooth communication across departments

Pricing:

• Service Hub Professional ($100/mo/seat): This plan includes service analytics, customer feedback surveys, a customer portal, and playbooks
• Service Hub Enterprise (Starts at $150/mo/seat): The Enterprise plan includes field-level permissions, admin notifications management, single sign-on, and custom objects

5. Intercom

Source: Intercom.com

Intercom is an AI customer service platform that emphasizes real-time communication. It’s for businesses prioritizing live chat and proactive customer engagement. 

Designed for managing interactions across multiple channels like in-app messaging, email, and live chat, Intercom’s conversational approach to customer support differentiates it from traditional help desk software.

Key features:

• Real-time chat functionality allows support teams to respond to customer inquiries instantly
• Businesses can use in-app messaging to send automated responses or allow customers to request help directly within the app
• Intercom’s bots handle routine tasks like answering FAQs or routing inquiries to the appropriate department
• Allows businesses to proactively engage with customers before they even ask for help

Pricing:

• Essential ($39/seat/month): This plan is ideal for individuals, startups, and small businesses looking for a customer support plan
• Advanced ($99/seat/month): Recommended for growing support teams, the Advanced plan offers powerful automation capabilities and AI-driven features to enhance customer support operations
• Expert ($139/seat/month): Tailored for large support teams, the Expert plan provides collaboration, security, and advanced reporting tools

6. Help Scout

Source: Helpscout.com

Help Scout is a straightforward customer service software designed for small to mid-sized businesses that need an easy-to-use yet effective tool for managing customer inquiries. 

Its user-friendly interface and focus on personal customer connections make it a strong alternative to Zendesk. Help Scout combines a shared inbox, knowledge base, and customer management tools.

Key features:

• Centralizes all customer communications that gives support teams access to a unified thread
• Teams can leave internal notes, assign conversations to specific agents, and work together seamlessly
• Offers customers self-service options through a searchable library of FAQs and guides
• Automates repetitive tasks like ticket assignments and follow-up reminders.

Pricing:

• Standard ($25/user/month): It includes 2 shared inboxes for email, live chat, and social channels, 1 Docs knowledge base, automated workflows, custom reports, and integration with over 100 tools
• Plus ($50/user/month): It includes everything from the Standard plan, plus 5 shared inboxes, 2 Docs knowledge bases with restricted access, 25 free light users, advanced permissions, and custom tracking with fields
• Pro (Custom pricing): It offers 25 shared inboxes, 10 Docs knowledge bases with restricted access, 50 free light users, enterprise security, and HIPAA compliance

7. HappyFox

Source: Happyfox.com

HappyFox is a versatile customer support solution designed to help businesses manage customer inquiries more effectively. Known for its robust ticketing system and advanced automation capabilities, HappyFox is particularly beneficial for small to mid-sized businesses looking to streamline customer service processes.

Its simple and intuitive interface enables teams to manage large volumes of customer communications without compromising on quality or speed.

Key features:

• Automatically organizes and prioritizes tickets based on urgency and complexity
• Manages interactions across multiple channels, which includes email, chat, phone, and social media, from one platform
• Automates repetitive tasks such as ticket assignments and escalations
• Guaranteed unresolved tickets are automatically escalated after a specified time

Pricing:

• Basic ($9/agent/month): Includes unlimited tickets, omnichannel ticket creation, SLA management, and a knowledge base
• Team ($39/agent/month): Everything in Basic, plus multi-brand helpdesk, custom roles and permissions, and 24/5 email support
• Pro ($89/agent/month): Everything in Team, plus task management, asset management, scheduled tickets, and IP-based restrictions. Includes 24/7 email support
• Enterprise Pro (Custom pricing): Includes everything in Pro, plus agent scripting, 2TB attachment storage, and 24/7 phone support, with a dedicated Customer Success Manager

8. LiveAgent

Source: Liveagent.com

LiveAgent is a cost-effective platform that provides a comprehensive solution for managing customer inquiries across multiple channels, including email, chat, phone, and social media. 

With its affordable pricing and extensive features, LiveAgent is a suitable option for small to mid-sized businesses looking for an easy-to-use customer support solution.

Key features:

• Manage interactions from various platforms, which includes email, live chat, phone, and social media
• Real-time chat support allows agents to engage instantly with customers
• Seamlessly integrates with social media and phone systems
• Offers a free plan with basic features like email ticketing and live chat and higher-tier paid plans with advanced features

Pricing:

• Small Business ($9/agent/month): Designed for small teams, this plan includes 3 email accounts, 2 live chat buttons, 10 departments, 1 knowledge base, and 50 event rules
• Medium Business ($29/agent/month): A balanced plan for growing businesses, offering everything in the Small plan, plus 10 email accounts, 5 live chat buttons, call center support, and 20 department
• Large Business ($49/agent/month): It provide everything in the Medium plan, plus 150 email accounts, 50 live chat buttons, 3+ WhatsApp numbers, and 50 departments
• Enterprise ($69/agent/month): This plan includes everything in the Large plan, plus 500 email accounts, 100 live chat buttons, 3+ WhatsApp numbers, and 300 departments

9. Gorgias

Source: Gorgias.com

Gorgias is a customer experience platform specifically for eCommerce businesses. It’s a great alternative to Zendesk for companies needing support solutions designed for online stores.

The platform integrates seamlessly with major eCommerce platforms like Shopify, Magento, and BigCommerce. Companies can manage customer inquiries related to orders, shipping, and returns from a single platform.

Key features:

• Provides fast resolutions to common eCommerce queries, such as order status updates and returns
• Automates repetitive tasks, including sending shipping updates and responding to frequent inquiries like “Where’s my order?”
• Manages customer communications across email, live chat, social media, and phone
• Connects with platforms like Facebook and Instagram

Pricing:

• Pro ($360/month): Supports 2,000 tickets per month
• Pro ($666/month): Supports 2,000 tickets, including 200 automated tickets 
• Pro ($810/month): Supports 2,000 tickets, including 400 automated tickets 
• Pro ($1000/month): Supports 2,000 tickets, including 600 automated tickets 

10. Jira Service Management

Source: Atlassian.com

Jira Service Management by Atlassian is a specialized customer support solution designed for IT teams and technical support operations. 

It focuses on managing IT service requests, incidents, and problems, making it suitable for businesses needing robust help desk software to handle complex technical issues.

Key features:

• Provides real-time tracking and management of IT incidents so issues are resolved quickly. Its problem management tools help teams identify recurring problems and implement long-term solutions.
• Seamlessly integrates with DevOps tools like Bitbucket and GitHub so IT and development teams can collaborate when resolving customer issues
• Integrates with Jira Software which allows support teams to work closely with development teams to resolve customer-reported issues in future product updates

Pricing:

• Free: Free forever for up to 3 agents. Includes templates for ITSM, customer service, and HR, multi-channel support (customer portal, email, chat), customizable workflows, and an embedded knowledge base
• Standard ($17.65/agent/month): Includes everything from the Free plan, plus a custom-branded help center, on-call schedules, incident escalation, unlimited email notifications, and audit logs
• Premium ($44.27/agent/month): Everything from Standard, plus AI-powered service and operations, a virtual service agent, asset and configuration management, and advanced alert integrations
• Enterprise (Custom pricing): Everything in Premium, plus cross-product insights, advanced admin controls, enterprise-grade identity management, and unlimited automations

11. Salesforce Service Cloud

Source: Salesforce.com

Salesforce Service Cloud is a robust platform designed to help large enterprises manage interactions and improve customer service performance. 

As part of the Salesforce CRM ecosystem, it provides seamless integration between customer relationship management and customer support tools. This makes it a strong alternative to Zendesk for businesses that need to scale their support processes.

Key features:

• Seamlessly integrates with Salesforce CRM. It provides a unified 360-degree view of customer data which includes previous interactions and sales history
• Uses Salesforce Einstein to automate routine tasks like ticket assignment and issue resolution
• Manages customer communications across email, phone, social media, and live chat
• Integrates with other Salesforce products to allow marketing, sales, and support teams to collaborate and manage customer inquiries effectively

Pricing:

• Starter Suite ($25/user/month): A simple CRM suite for marketing, sales, and commerce. Includes case management, customizable reports & dashboards, and a knowledge base.
• Pro Suite ($100/user/month): The Pro Suite offers greater customization and automation capabilities, sales quoting and forecasting, and enhanced real-time chat for customer service.
• Enterprise ($165/user/month): The Enterprise plan includes AI for customer service, a self-service help center, and workflow automation tools.
• Unlimited ($330/user/month): This plan provides 24/7/365 support, AI-powered chatbots, and chat capabilities for service operations.
• Einstein 1 Service ($500/user/month): The most advanced plan, featuring everything in the Unlimited plan plus digital channels, service intelligence, Einstein Copilot (powered by generative AI), and Data Cloud.

12. Kayako

Source: Kayako.com

Kayako is a customer service software designed to provide a unified platform for managing customer communications across multiple channels. Businesses can handle customer inquiries from email, chat, social media, and other platforms in a centralized location. 

Kayako is suitable for businesses that prioritize unified customer interactions and need a simple yet powerful solution.

Key features:

• Kayako consolidates all customer interactions into one inbox to provide support agents with a complete view of customer messages across email, chat, and social media
• The platform supports real-time customer inquiries across various channels, including email, live chat, and social media
• Kayako offers robust collaboration features so multiple agents can work together on the same customer ticket. Internal notes and ticket-sharing features guarantee that no detail is missed during complex customer interactions.
• Provides detailed customer profiles, which include past interactions and purchase history

Pricing:

• Essential ($39/agent/month): Designed to kickstart your automated customer support journey. Includes a ticketing system and unlimited AI-suggested responses
• Professional ($99/agent/month): Everything in the Essential plan, plus a knowledge base audit, self-learning mode (up to 100 tickets/month), multiple chatbots and customer channels, API access, and integrations
• Enterprise (Custom pricing): Includes everything in Professional, plus unlimited self-learning mode, ticket summaries, co-pilot for ticket responses, audio file transcriptions, multilingual content, powerful reporting, and a customizable logo.

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How to Evaluate Zendesk Competitors

When selecting the right customer service solution, businesses should consider various key features to ensure the platform aligns with their needs.

Here are some common methods and techniques to evaluate Zendesk’s competitors:

1. Ticketing System Efficiency

One of the most important aspects of any platform is the efficiency of its ticketing system. Evaluate how well the platform handles:

• Ticket generation
• Ticket assignment
• Ticket resolution processes

Platforms that can automate ticket routing and provide clear visibility into ticket status help guarantee quicker and more effective customer support compared to Zendesk, which may require additional add-ons for more advanced capabilities.

2. Automation Capabilities

Review the platform’s ability to automate repetitive tasks such as:

• Ticket assignment
• Sending follow-ups
• Triggering responses

Automation is essential for reducing the workload on your support team and improving response times. Many Zendesk competitors offer out-of-the-box automation capabilities, allowing businesses to streamline processes without additional costs.

3. Multi-Channel Support

Check if the platform supports multiple communication channels like:

• Email
• Chat
• Phone
• Social media

A strong multi-channel support system guarantees that businesses can manage customer communications from various platforms in one unified space. Compared to Zendesk, some competitors may provide more integrated multi-channel features without requiring third-party applications.

4. Reporting and Analytics

Look for platforms that offer comprehensive reporting and analytics tools. Detailed insights into support performance, customer satisfaction, and response times are key to improving your service. 

Some competitors may offer more user-friendly or advanced analytics features that help businesses track performance metrics and improve service delivery efficiently.

5. Customization and Flexibility

Another important factor to evaluate is the level of customization the platform offers. Businesses should be able to tailor the platform to meet their specific needs, whether it’s customizing workflows, branding the customer portal, or adding integrations with other business tools.

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Advanced Techniques & Best Practices

Choosing the right help desk solution is just the first step. To fully optimize your operations, businesses must implement best practices and use advanced techniques that enhance efficiency and improve customer relationships.

1. Use Automation Wisely

Platforms like Odin AI offer powerful automation capabilities. You can automate routine tasks like:

• Ticket routing
• Follow-up emails
• Customer queries

However, for more complex or sensitive issues that require a human touch, it’s better to assign those tickets to agents. This balance guarantees that automation enhances efficiency without compromising personalized service.

2. Leverage AI for Customer Insights

To get the most out of your help desk solution, make use of AI-driven insights. AI can help track:

• Customer behavior
• Frequently asked questions
• Predict future customer requests

Many Zendesk competitors, like Odin AI and Zoho Desk, offer AI features that provide actionable insights to allow your team to make data-driven decisions to improve overall service delivery.

3. Optimize Multi-Channel Support

Providing multi-channel support is important for guaranteeing seamless customer communication. Make sure your platform handles inquiries across channels like email, phone, chat, and social media. 

Tools like Odin AI offer comprehensive multi-channel support so that no customer interaction is missed. This capability helps streamline responses and avoid confusion when handling customer queries across multiple platforms.

4. Regularly Update Your Knowledge Base

An up-to-date knowledge base can greatly reduce the number of tickets by allowing customers to resolve issues on their own. Regularly updating your knowledge base with the latest information ensures customers can access self-service options whenever they need them. 

Platforms like Helpjuice and Odin AI make it simple to manage and update your knowledge base, providing accurate and helpful resources for customers.

5. Personalize Customer Interactions

For a more personalized support experience, use tools that allow agents to tailor their responses. By accessing customer data and previous interactions, agents can provide more relevant and context-based support. 

Let Odin AI handle the tasks—start your free trial today!

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Free Up Time For Your Support Team with Odin AI

While there are many strong alternatives to Zendesk, Odin AI stands out as the ultimate choice for businesses looking to elevate their customer support. 

Unlike traditional platforms, Odin AI offers advanced automation capabilities. Its AI-driven features streamline the entire support process, from ticket management to real-time resolutions.

For businesses that want to integrate cutting-edge AI with their existing workflows, Odin AI provides unmatched flexibility. Its seamless integration with other tools and platforms makes it easier for teams to manage all aspects of customer service from one unified dashboard.

Choosing Odin AI means giving your support team the power to focus on higher-level tasks while AI handles routine, repetitive work. If you’re looking for a future-proof solution that can grow with your business, Odin AI is the best choice.

Book a demo today to see how Odin AI can transform your customer support!