Zendesk is a popular customer support platform, but its rising costs and complexity have led many businesses to explore alternatives. Here are 5 affordable and user-friendly options:
- Freshdesk: Starts at $15/agent/month. Offers a free plan for 2 agents, AI tools, and 40+ hours of free onboarding.
- Zoho Desk: Plans from $14/agent/month. Includes a free plan for 3 agents, AI assistant, and CRM integration.
- Help Scout: Free plan for up to 50 contacts. Paid plans start at $50/month with unlimited users and easy setup.
- Quidget: AI-first platform starting at $19/month. Handles 80% of inquiries and supports 45+ languages.
- HubSpot Service Hub: Starts at $15/month. Combines support, sales, and marketing tools for integrated workflows.
Quick Comparison
| Platform | Starting Price | Free Plan | AI Features | Best For |
|---|---|---|---|---|
| Freshdesk | $15/agent/month | Yes (2 agents) | Modular AI tools | Small- to medium-sized teams |
| Zoho Desk | $14/agent/month | Yes (3 agents) | AI-powered assistant | Budget-conscious teams |
| Help Scout | $50/month | Yes (50 contacts) | Basic AI tools | Customer-focused teams |
| Quidget | $19/month | Yes | AI-driven chatbots | AI-powered support |
| HubSpot Service Hub | $15/month | Yes (5 users) | Integrated AI tools | Sales-driven teams |
Each option offers unique features and pricing to suit different business needs. Read on to find the best fit for your team.
8 Zendesk Alternatives For Customer Support Management
1. Freshdesk
Freshdesk stands out as a budget-friendly alternative to Zendesk, with plans starting at just $15 per agent per month – far less than Zendesk’s $55 starting price. Plus, it offers a free plan for up to two agents, making it a great choice for small businesses.
Unlike Zendesk’s bundled pricing, Freshdesk takes a modular approach. For example, its AI Copilot costs $29 per agent monthly, while AI sessions are priced at $100 for 1,000 sessions, offering predictable costs compared to Zendesk’s variable pricing.
| Feature | Freshdesk | Zendesk |
|---|---|---|
| Starting Price | $15/agent/month | $55/agent/month |
| AI Pricing | $100/1,000 sessions | Variable by resolution |
| Free Plan | Yes (2 agents) | No |
| Onboarding Support | 40+ hours free | Additional fee |
Freshdesk delivers strong performance at competitive rates. Its built-in AI agents resolve up to 85% of queries while keeping conversations natural. Users also appreciate its intuitive interface, which has earned a 4.5/5 rating on Capterra, slightly higher than Zendesk’s 4.3/5.
"We were on Zendesk previously. We were trying out some of the new stuff that was coming along, and it turned out their gating system, charging for new features kind of kicked us in the teeth a little bit. Freshworks checked a lot of boxes for us." – Matt Gordon, VP Customer Support, Siteimprove
For enterprise users, Freshdesk Omni costs $109 per agent per month (billed annually), slightly undercutting Zendesk’s $115. The platform also supports over 1,200 enterprise app integrations, though some users have noted occasional reliability issues with certain apps.
Another big plus? Freshdesk offers over 40 hours of free onboarding and migration support. Zendesk, on the other hand, charges extra for these services. Companies like Hinge Health have successfully transitioned to Freshdesk thanks to this comprehensive support.
2. Zoho Desk
Zoho Desk provides a wide range of support features at much lower prices compared to Zendesk. The Enterprise plan starts at $40 per agent per month (billed annually), while Zendesk’s comparable plans cost roughly $115 per agent monthly. For smaller teams, Zoho Desk even offers a free plan that supports up to three agents.
Here’s a breakdown of Zoho Desk’s plans:
| Plan | Monthly Price* | Key Features |
|---|---|---|
| Free | $0 | Email ticketing, Help center, Basic SLAs |
| Standard | $14 | Social channels, Workflow rules, CRM integration |
| Professional | $23 | Multi-department ticketing, Time tracking, Custom reports |
| Enterprise | $40 | Multi-brand support, AI-powered Zia, Live chat |
| *Per agent when billed annually |
One standout feature is Zia, Zoho Desk’s AI assistant. Zia helps teams streamline their work by analyzing ticket patterns, predicting busy periods, and identifying potential escalations. Businesses using Zoho Desk have reported some impressive results: a 15% increase in first-contact resolution rates, 50% faster response times, and a 14% boost in customer satisfaction scores.
"The simplicity of Zoho Desk’s UI has really helped my digital transformation team to reduce the number of hours spent, from 5 to only 2.5 or 3 hours, in training and onboarding the new agents/users of the help desk technology." – Kushagra Sahni, Chief of Staff, Centilytics
Unlike Zendesk, which often requires add-ons, Zoho Desk includes vital channels like email, live chat, phone support, and social media in its base plans. It also integrates seamlessly with tools like Shopify through Zoho Flow, automatically creating tickets from messages or form submissions. For teams looking to switch, Zoho Desk offers Zwitch, a free migration tool.
Zoho Desk’s credibility is further validated by its recognition in industry rankings, such as Gartner’s Magic Quadrant for CRM CEC (2023) and G2’s Enterprise Leaders (2024). While it may not offer the same depth as Zendesk in certain areas, its range of features and competitive pricing make it a compelling choice for many businesses.
Next, we’ll dive into Help Scout’s approach to customer support.
3. Help Scout
Help Scout is another option to consider if you’re exploring alternatives to Zendesk. It’s a straightforward, cost-effective solution that’s ideal for teams needing essential support tools without unnecessary complexity.
Here’s a breakdown of Help Scout’s pricing and features:
| Plan | Monthly Price | Contact Limit | Key Features |
|---|---|---|---|
| Free | $0 | 50 contacts | Shared inbox, Basic reporting |
| Standard | $50 | 100 contacts | Knowledge base, Custom fields |
| Plus | $75 | 100 contacts | Advanced reporting, API access |
| Pro | Custom | 1,000+ contacts | Custom solutions, Priority support |
| Prices include unlimited users |
For example, a 10-person support team could save about $5,880 per year by choosing Help Scout’s Plus plan instead of Zendesk Growth. Its contact-based billing model is also 34% more predictable compared to per-user pricing.
Why Teams Choose Help Scout
Help Scout stands out in three main areas:
- User Experience: Help Scout is rated 9.2 for ease of use on G2, compared to Zendesk’s 8.5. Its simple and clean interface ensures quick setup without requiring extensive training.
- Customer Support: With a support quality score of 9.1 versus Zendesk’s 8.2, Help Scout also boasts strong customer retention – over 80% of midsize businesses stick with it for four years or more.
- Core Features: Beyond the basics like a shared inbox and knowledge base, it offers customer management tools and automated workflows. While its 100+ integrations fall short of Zendesk’s 1,700+, it still covers most common business needs.
Help Scout even allows seamless data imports from Zendesk, including ticket history and customer profiles. However, it does lack some of Zendesk’s advanced options, like more sophisticated AI tools and highly customizable workflows.
Is Help Scout Right for You?
Help Scout is a great fit for teams that:
- Need a platform that’s quick and easy to set up.
- Appreciate transparent, predictable pricing.
- Rely heavily on email-based support.
- Want unlimited users without additional fees.
- Value excellent customer support.
If you’re looking for a simple and reliable tool with no hidden costs, Help Scout could be a strong contender as you evaluate Zendesk alternatives.
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4. Quidget
Developed by SupportYourApp, Quidget provides a modern solution for businesses looking to transition away from Zendesk.
Key Features and Pricing
| Plan | Monthly Price | AI Responses | AI Chatbots | Key Features |
|---|---|---|---|---|
| Free | $0 | Basic | 1 | Email support, FAQ builder |
| Starter | $19 | 500 | 1 | Multi-language support, Human handoff |
| Pro | $99 | 10,000 | 5 | Advanced analytics, API access |
| Enterprise | $250 | 50,000 | 50 | Custom branding, Priority support |
| All plans include a 7-day free trial |
AI-Powered Support Capabilities
Quidget’s AI can handle up to 80% of routine customer inquiries automatically. By leveraging your existing website content, FAQs, and documentation, it delivers precise responses with minimal setup.
Some standout capabilities include:
- Support for over 45 languages
- No-code integration with platforms like WordPress, Shopify, and Wix
- Smart escalation that directs complex issues to human agents with full context
- Potential to reduce support costs by up to 90% through automation
Integration Options
Quidget integrates with a variety of tools to streamline workflows:
- Messaging Platforms: Works with WhatsApp, Slack, Telegram, and Viber
- CRM Systems: Seamlessly connects with tools like Zendesk and Freshdesk
- Website Integration: Easily deployable via Google Tag Manager on custom websites
Real-World Application
Quidget blends AI-driven efficiency with human expertise, offering businesses a flexible approach to customer support. Teams can personalize AI responses, set escalation rules, and fine-tune the tone to align with their brand.
Limitations to Consider
- Live chat is only available with paid plans
- The free plan has a limited number of AI responses
- Advanced features, such as custom branding and priority support, are exclusive to the Enterprise plan
For companies that want a mix of automation and human interaction, Quidget’s AI-first approach, combined with human backup, offers a practical alternative to traditional support systems like Zendesk.
Next, see how these features stack up against other leading platforms.
5. HubSpot Service Hub
HubSpot Service Hub brings together marketing, sales, and customer support, offering more than Zendesk’s focus on support alone.
Key Features and Integration
Service Hub blends support tools with seamless data integration, providing a range of capabilities:
| Feature Category | Capabilities |
|---|---|
| Support Channels | Email, live chat, phone, knowledge base |
| Customer Success | Health scores, NPS surveys, playbooks |
| Analytics | Custom reports, interactive dashboards |
| AI Capabilities | Personalized responses, data-driven insights |
| Integration | 1,700+ app connections, unified customer view |
Pricing Structure
HubSpot offers flexible pricing plans to suit different needs:
| Plan | Monthly Cost per User | Key Features |
|---|---|---|
| Free | $0 (up to 5 users) | Ticketing, email support |
| Starter | $15 | Live chat, conversation routing |
| Professional | $90 | Automation, custom reporting |
| Enterprise | $150 | Custom objects, advanced permissions |
These tiers cater to businesses of varying sizes and requirements.
Real-World Impact
Companies using Service Hub have reported significant efficiency improvements. For example, Travelopia reduced interdepartmental response times from 5–14 days to just 13.3 hours after adopting the platform.
"We wanted our sales team and our support team to collaborate in the same record… Now that we have everything on the same record in that pipeline [with HubSpot], the salesperson never skips a beat. They’re always on the same page, and they can tag the support person in and let them know." – Daniel Gates, Director of Marketing at Virtual Dental Care
Advantages Over Zendesk
HubSpot Service Hub stands out in several ways:
- Improved Request Management: Scored 12% higher than Zendesk for handling multi-channel requests.
- Better Team Collaboration: Rated 11% higher for fostering teamwork through unified customer views.
- Boosted Customer Retention: 75% of service leaders saw increased customer retention after switching to Service Hub.
Platform Limitations
While Service Hub offers extensive features, there are some drawbacks:
- Advanced features like single sign-on and field-level permissions are limited to the Enterprise plan.
- The Enterprise tier requires a minimum of 10 paid users.
- Organizations with complex incident management needs may find it less scalable compared to Zendesk.
AI and Automation Capabilities
HubSpot’s AI tools provide deeper customer insights by analyzing broader data for greater personalization. Its automation features help teams expand support efforts without increasing costs.
For businesses looking for an all-in-one solution that integrates service, marketing, and sales, Service Hub provides a compelling alternative to Zendesk. Up next, we’ll compare these features with other leading platforms.
Compare Features and Limitations
To help you decide which tool is the best fit, here’s a side-by-side comparison of their main features, AI capabilities, integrations, and pricing.
Core Platform Capabilities
| Platform | Best For | Key Advantage | Main Limitation |
|---|---|---|---|
| Freshdesk | Small- to medium-sized teams | Free plan for 2 agents; Growth plan starts at $15/agent/month | Phone support requires a separate Freshcaller subscription |
| Zoho Desk | Budget-conscious teams | Express plan at $7/user/month for up to 5 agents | Fewer advanced features in lower-tier plans |
| Help Scout | Customer-focused teams | AI features available across plans; free plan supports up to 50 contacts | Free plan is limited; paid plans start at $50/month |
| Quidget | AI-first support | AI agents handle up to 80% of common inquiries | Basic plan offers limited analytics |
| HubSpot Service Hub | Sales-driven teams | Integrated with HubSpot CRM and Marketing Hub | Enterprise tier requires more users |
AI and Automation Features
Here’s how these platforms compare when it comes to AI and automation:
| Feature | Top Performer | Runner-up | Details |
|---|---|---|---|
| Ticket Auto-tagging | Freshdesk | HubSpot Service Hub | Freshdesk uses advanced tagging and automation; others use simpler methods |
| Knowledge Base AI | Help Scout | Zoho Desk | Help Scout offers smart response suggestions; Zoho Desk provides solid support |
| Chatbot Intelligence | Quidget | Freshdesk | Quidget’s chatbot handles up to 80% of routine inquiries, outperforming rule-based tools |
| Multi-language Support | Quidget | Others | Quidget supports over 45 languages, offering broader coverage than most competitors |
Each platform also brings its own set of integrations to strengthen support capabilities.
Integration Ecosystem
Here’s a quick look at the standout integrations for each platform:
| Platform | Key Integrations | Strength |
|---|---|---|
| HubSpot Service Hub | HubSpot Marketing Hub, CRM | Strong alignment with sales and marketing tools |
| Freshdesk | Freshcaller, Freshsales | Built-in phone support integrations |
| Zoho Desk | Zoho Suite, social media channels | Seamless integration with social platforms |
| Help Scout | Shopify, Slack | Ideal for e-commerce businesses |
| Quidget | WhatsApp, Telegram, Slack | Focused on messaging app connectivity |
Cost Considerations
Zoho Desk and HubSpot Service Hub offer entry-level plans starting at $7–$15 per agent/month. Help Scout and Freshdesk have higher starting points, while Quidget’s Starter plan provides a more affordable option in between.
Real-World Performance
Many businesses have reported quicker ticket resolution and more streamlined support experiences after switching to these platforms. The right choice will depend on your team size, budget, and specific support needs.
Which Alternative Fits Your Needs
Choosing the right platform depends on your team’s specific requirements. Whether you’re a small team, focused on personal interactions, or working with a tight budget, there’s an option tailored to your needs.
Here’s a quick guide based on team priorities:
For Small Teams
Freshdesk is a great choice for smaller teams aiming to improve efficiency. Reports show it can speed up ticket resolution by 75% and save agents up to 54 hours annually.
"Freshdesk’s user-friendly workspace met all our ticket management needs".
For Teams That Value Personal Interaction
Help Scout works well for businesses that prioritize personal, human-centered interactions. Its email and chat support features are designed to keep conversations natural and easy to manage.
For Budget-Conscious Teams
Zoho Desk delivers essential tools for teams working with limited budgets. It helps boost productivity while maintaining customer satisfaction.
For AI-Powered Support
Quidget is ideal for handling routine inquiries with AI-powered agents. It supports over 45 languages and integrates with popular apps like WhatsApp and Telegram, making it a strong option for businesses with global reach.
For Enterprise-Level Needs
HubSpot Service Hub is a solid choice for large organizations that benefit from seamless integration with sales and marketing tools, especially if you’re already part of the HubSpot ecosystem.
To summarize, here’s how each platform aligns with different needs:
| Business Need | Best Option | Why It Fits |
|---|---|---|
| Quick Setup & Ease of Use | Freshdesk | Requires minimal training; trusted by over 72,000 businesses |
| Personal Support Focus | Help Scout | Email-first design for natural customer conversations |
| Global Support | Quidget | AI agents handle queries in 45+ languages; integrates with messaging apps |
| Sales Integration | HubSpot Service Hub | Works seamlessly with sales and marketing tools |
| Limited Budget | Zoho Desk | Offers core features that improve productivity without breaking the bank |
Comfort with the tool is essential. Take advantage of free trials to see which platform feels right for your team before making a long-term decision.
