Are you tired of juggling high costs and complex features with Zendesk? You’re not alone. Many businesses find their pricing steep, especially when add-ons inflate the bill – it's like ordering coffee and then being charged extra for oxygen.

Small teams struggle with limited features, while larger enterprises face scalability issues. Its complexity often demands extra training, adding to your expenses. It's enough to make you want to throw your keyboard out the window (please don't, IT will have your head). But don’t worry—there’s a better way.

Zendesk alternatives offer tailored solutions that fit your needs. Whether you prioritise scalability, seamless integration, or automation, these tools can transform your customer service. Say hello to faster customer service and explore options that work for you.

Why Consider a Zendesk alternative?

While Zendesk is a popular customer service platform, it's not a one-size-fits-all solution. Several compelling reasons might push you to explore alternatives. The most common is cost.

Zendesk's pricing structure can become prohibitive, especially as your business grows and you require more features or agent seats. Many alternatives offer more competitive pricing or tiered plans that might be a better fit for your business.  

Beyond cost, complexity is another factor. Zendesk's extensive feature set can be overwhelming for some teams, leading to a steep learning curve and decreased efficiency.

Streamlined alternatives often provide a more intuitive interface and focus on essential features, allowing your team to get up and running quickly. Furthermore, scalability can be a concern. While Zendesk can scale, the process can be complex and expensive. Some alternatives are designed with scalability in mind from the ground up, offering smoother transitions as your business expands.

Finally, specific integrations might be a deciding factor. If your business relies heavily on particular CRM, marketing automation, or other tools, a Zendesk alternative with native integrations or a robust API could be a better fit. Ultimately, the best customer service platform is the one that aligns perfectly with your specific needs and budget.

Best Zendesk alternatives

1. Cue

Cue offers a comprehensive suite of customer service solutions, including AI agents, live chat, broadcasts, and chatbots, designed to improve customer engagement and streamline operations. These features work together to create a seamless and efficient customer experience.

Key features of Cue:

• Real-time engagement: Connect with customers instantly through live chat, chatbots, and AI across multiple channels, providing immediate support and personalised interactions.

• Shared inbox: Make sure every customer query reaches the appropriate team, improving response times and overall efficiency. This centralised system prevents messages from getting lost and promotes collaboration among team members.

• No-code automation: Design sophisticated chatbot flows and automation with little to no coding knowledge. Create custom customer journeys in minutes, automating repetitive tasks and freeing up your team to handle more complex issues.

• Easy integrations: Connect Cue with your existing tools and systems for a unified workflow. This includes key integrations with industry leaders like Keyloop, enhancing productivity and ensuring data consistency across platforms. This integration capability streamlines operations and provides a seamless experience for users.

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• Omnichannel support: Reach customers where they are, including popular platforms like WhatsApp and Facebook Messenger. Provide consistent and convenient support across all channels.

• Actionable Analytics: Gain valuable insights into customer interactions with robust analytics tools. Use this data to refine your customer service strategies and optimize performance.

• Customisable Features: Tailor Cue to your specific needs with customisable chat widgets, automated FAQs, and lead capture functionalities. Create a branded and personalised customer experience.

Why switch from Zendesk to Cue

Making the switch from Zendesk to Cue offers significant advantages for businesses looking to modernise their customer service operations.

Cue provides a more intuitive interface and advanced AI capabilities while maintaining all the essential features you rely on. The platform delivers enterprise-grade functionality without the enterprise-grade complexity and cost structure of Zendesk.

The transition to Cue is seamless, with dedicated migration support and comprehensive onboarding assistance.

While Zendesk requires significant technical expertise and ongoing maintenance, Cue's platform empowers teams to make changes and improvements without depending heavily on technical resources. This autonomy, combined with Cue's more competitive pricing model, results in a lower total cost of ownership.

Cue's AI-first approach means you're not just getting a help desk – you're getting an intelligent system that continuously learns and improves, helping your team work more efficiently and provide better customer service.

The platform's modern architecture ensures faster innovation and feature releases compared to legacy systems like Zendesk.

What our partners love about Cue

Our partners across various industries have experienced remarkable success with Cue. Here are some of their stories:

"Cue’s AI agents have reduced our cost per resolution, sped up customer support resolution times, and freed up our support team." - Chris Olsen, Chief Operations Officer at Payflex

"Cue has transformed and automated our Customer Journey, reducing our manual workload by over 80%." - Mat Gornall, Operations Director at YourBusinessNumber

"We currently service more than 17,000 unique members over WhatsApp per month. To service these members telephonically would require an additional 23 call centre agents. A very conservative cost-saving estimate, including only VOIP costs and staff salaries, shows that WhatsApp saves 73% on operating costs comparatively." - Affinity Health

Pricing

Cue offers flexible pricing plans tailored to your business needs. Cue offers flexible pricing plans tailored to the needs of medium-sized businesses and large enterprises. You'll find a plan that fits your budget and scales with your growth.

Ideal use cases

Cue helps businesses enhance customer engagement and reduce operational costs. If AI-powered automation, seamless team collaboration, and omnichannel support are on your wish list, Cue delivers. Ideal for industries like retail, automotive, education, and insurance, Cue empowers organisations to provide outstanding customer experiences.

2. Freshdesk

Key features

• Automation: Freshdesk excels at automating repetitive tasks such as ticket assignments and follow-ups, allowing your team to concentrate on more complex issues.

• Integrations: Seamlessly integrates with over 650 apps, including CRM and marketing tools, ensuring a streamlined workflow.

• Omnichannel support: Manage customer interactions across various channels like email, chat, phone, and social media from a unified platform.

• AI-powered automation: The Freddy bot elevates automation by resolving common queries, suggesting solutions, and providing real-time assistance to your team.

• Intuitive interface: Easy-to-use interface allows your team to quickly get started without requiring extensive training.

Pricing

Freshdesk offers a range of pricing plans, starting with a free tier for small teams. Paid plans include additional features like advanced automation and analytics. Pricing is transparent, so you can choose a plan that aligns with your business goals.

Ideal use cases

Freshdesk is ideal for businesses prioritising automation and integrations. If you manage customer interactions across multiple channels or need to streamline workflows, Freshdesk is a great choice. It’s particularly suited for mid-sized businesses and enterprises looking to scale their customer support.

3. Help Scout

Key features

• Affordable pricing: Designed with small to mid-sized businesses in mind, Help Scout offers competitive pricing suitable for startups and growing teams.

• Ease of use: Known for its user-friendly interface, Help Scout simplifies setup and ongoing use, making it easy to navigate and boosting team productivity.

• Help Scout Beacon: This standout feature allows customers to access help resources directly from the webpage they're on, enhancing user experience and reducing friction.

• Clean user interface: The platform's intuitive design simplifies navigation and contributes to increased productivity.

• 24/6 customer support: Help Scout provides reliable 24-hour customer support six days a week, ensuring assistance is available when needed.

• Seamless scalability: Whether setting up for the first time or scaling operations, Help Scout facilitates a smooth and efficient process.

Pricing

Help Scout offers competitive pricing plans that cater to small and mid-sized businesses. Its transparent pricing ensures you know exactly what you’re paying for, with no hidden fees. You can start with a free trial to explore its features before committing.

Ideal use cases

Help Scout is perfect for small teams and startups looking for an affordable yet powerful customer service tool. If you value ease of use, quick deployment, and excellent customer support, Help Scout is the ideal choice. It’s particularly effective for businesses aiming to provide a seamless customer experience without breaking the bank.

4. HubSpot Service Hub

Key features

• CRM integration: HubSpot Service Hub seamlessly integrates CRM functionalities, enhancing customer service capabilities.

• Centralized help desk: Manage tickets and conversations across multiple channels from a single, unified workspace, ensuring no customer query is missed.

• AI-powered automation: Utilizes AI to automate tasks, speeding up response times and freeing the team to handle more complex issues.

• Customer success management workspace: Provides a dedicated workspace to monitor account health and reduce churn, promoting long-term customer satisfaction.

• Integrations: Offers impressive integration capabilities, connecting effortlessly with popular applications like Slack and Salesforce.

• Reporting and analytics: Provide advanced reporting and analytics tools to give a clear view of service performance, enabling data-driven decisions.

Pricing

HubSpot Service Hub offers flexible pricing plans to suit businesses of all sizes. You can start with a free plan that includes basic features like ticketing and live chat. Paid plans start at $15 per month, offering advanced tools such as automation and custom reporting. For larger teams, enterprise plans provide additional features like playbooks and customer feedback surveys. HubSpot’s transparent pricing ensures you know exactly what you’re paying for.

Ideal use cases

HubSpot Service Hub is perfect for businesses that rely heavily on CRM integration. If you want to streamline customer interactions while gaining valuable insights into your service performance, this platform is an excellent choice. It’s particularly suited for sales-driven organisations and teams looking to enhance customer retention.

5. Intercom

Key features

• AI-driven support: Intercom is recognized for its advanced AI-driven support capabilities, setting it apart from alternatives like Zendesk.

• Engagement OS: Combines automated and human support to deliver a seamless customer experience.

• Fin AI agent: Offers self-service resolutions and proactive suggestions, reducing team workload and improving customer satisfaction.

• Custom bots: Prioritize urgent issues and automatically connect customers with the appropriate team members for faster resolutions.

• Multi-customer ticket tracking: Simplifies complex support scenarios by allowing the tracking of multiple customers within a single ticket.

• Real-time dashboards: Provide actionable insights to continuously improve service performance.

Pricing

Intercom offers a range of pricing plans tailored to different business needs. The Starter plan begins at $29 per month, ideal for small teams. For advanced features like custom bots and AI tools, you can opt for the Pro or Premium plans. While the pricing may seem higher than some competitors, the value it delivers through automation and efficiency makes it worth the investment.

Ideal use cases

Intercom is ideal for businesses that want to leverage AI to enhance their customer support. If you’re looking to automate repetitive tasks, prioritise critical issues, and gain real-time insights, Intercom is the perfect solution. It’s particularly effective for tech-savvy organisations and teams handling high volumes of customer interactions.

6. Zoho Desk

Key features

• Cost-effective solutions: Zoho Desk offers budget-friendly plans without sacrificing essential features.

• Free plan: Includes essential tools like email ticketing, customer management, and a help centre.

• Scalable plans: Offers tiered plans (Standard, Professional, and Enterprise) to accommodate growing businesses with added features like social channels, workflow rules, multi-department ticketing, time tracking, advanced automation, and AI capabilities.

• Intuitive interface: Easy-to-use interface ensures quick onboarding for your team.

• Automation tools: Streamlines workflows, saving time and reducing errors.

• Customization: Allows customization to match your brand for a consistent customer experience.

Pricing

Zoho Desk offers some of the most competitive pricing in the market. There is no free plan, but you can make use of their free trial. The Standard Plan is priced at $12 per agent per month (billed annually), while the Professional Plan costs $20 per agent per month. For advanced features, the Enterprise Plan is available at $35 per agent per month. These transparent pricing tiers ensure you can find a plan that fits your budget.

Ideal use cases

Zoho Desk is perfect for businesses with limited budgets that still want a robust customer service platform. If you’re a startup or small business looking for cost-effective solutions, Zoho Desk is an excellent choice. It’s also ideal for organisations that need scalable features as they grow.

7. Salesforce Service Cloud

Key features

Salesforce Service Cloud is a powerhouse for enterprise-level customer service. If you’re managing a large-scale operation, this platform has everything you need to deliver exceptional support. Here’s what makes it stand out:

• Multi-channel Support: Engage with your customers across email, phone, chat, and social media, ensuring a seamless experience no matter where they reach out.

• Case Management: Track and resolve customer issues efficiently with robust tools that keep your team organised and your customers happy.

• Knowledge Base: Empower your customers to find answers independently with a comprehensive self-service resource, reducing the load on your support team.

• Automation and AI: Automate repetitive tasks and get intelligent recommendations to speed up resolutions and improve efficiency.

• Integration Capabilities: Seamlessly integrate with other Salesforce products, giving you a 360-degree view of your customer data for better decision-making.

With these features, Salesforce Service Cloud ensures your team can handle high volumes of customer interactions without breaking a sweat.

Pricing

Salesforce Service Cloud offers flexible pricing plans tailored to enterprise needs. The Starter plan starts at £20 per user per month, providing basic tools for small teams. For larger organisations, the Professional plan costs £66 per user per month, while the Enterprise plan is priced at £120 per user per month. The Unlimited plan, at £137 per user per month, includes advanced features like 24/7 support and unlimited customisation options. While the pricing may seem steep, the value it delivers in terms of scalability and efficiency makes it a worthwhile investment.

Ideal use cases

Salesforce Service Cloud is perfect for enterprises that need a robust, scalable solution to manage customer interactions. If you’re looking to streamline operations, enhance team collaboration, and provide top-notch support across multiple channels, this platform is an excellent choice. It’s particularly effective for industries like finance, healthcare, and retail, where customer satisfaction is critical.

8. Kustomer

Key features

Kustomer is tailor-made for e-commerce businesses, offering features that simplify customer service while boosting efficiency.

• Customer data aggregation: Collects all customer data (past orders, conversation history) in one place to streamline agent workflow.

• Automation capabilities: AI-powered automation reduces manual tasks, improving response times and efficiency for agents.

• Customizable platform: Highly flexible, allowing integration with other tools and tailored workflows for specific business needs.

These features make Kustomer a go-to solution for e-commerce businesses aiming to deliver personalised and efficient customer support.

Pricing

Kustomer offers pricing plans designed to meet the needs of growing e-commerce businesses. While not the cheapest option, Kustomer’s specialised features make it a valuable investment for e-commerce brands.

Ideal use cases

Kustomer is ideal for e-commerce businesses that want to centralise customer data and streamline workflows. If you’re managing high volumes of customer interactions and need a platform that integrates seamlessly with your existing tools, Kustomer is the perfect fit. It’s particularly effective for online retailers looking to enhance customer satisfaction and drive repeat business.

9. Dixa

Key features

• Multi-department collaboration: Dixa excels at facilitating collaboration across departments, making it ideal for businesses with complex support structures.

• Side conversations: Enables seamless communication with internal colleagues or external parties while keeping all communication linked to the original customer ticket. This ensures everyone stays informed, reduces miscommunication, and accelerates resolutions.

• Automatic routing: Automatically assigns tickets to the most appropriate team member based on priority and skill set, ensuring that no query is overlooked.

• No-code workflow builder: Empowers teams to create customized processes without needing IT support, enhancing efficiency and flexibility.

Pricing

Dixa offers pricing plans that cater to businesses of all sizes. The Essential plan starts at $39 per user per month, providing basic tools for small teams. The Ultimate plan, at $139 per user per month, includes features like automatic routing and advanced analytics. For larger organisations, the Custom plan offers pricing based on specific needs. Dixa’s transparent pricing ensures you get the features you need without overpaying.

Ideal use cases

Dixa is perfect for businesses that require seamless collaboration across multiple departments. If you’re managing a team that handles complex customer queries or works with external partners, this platform is an excellent choice. It’s particularly effective for industries like travel, hospitality, and telecommunications, where teamwork is essential for delivering exceptional customer experiences.

10. Helpjuice

Key features

Helpjuice is your go-to platform for creating a robust knowledge base. It simplifies the process of building and managing self-service resources, making it easier for your customers to find answers independently. Here’s what makes Helpjuice stand out:

• Effortless article management: Create, manage, and organize articles easily, ensuring your knowledge base is up-to-date and user-friendly.

• Self-service resources: Provide customers with self-service resources, reducing the workload on your support team.

• Customisable design: Customise the design and layout of your knowledge base to match your brand identity.

With Helpjuice, you can empower your customers to solve their own issues while freeing up your team to focus on more complex queries. It’s a win-win for everyone involved.

Pricing

Helpjuice offers straightforward pricing plans tailored to businesses of all sizes. Plans start at $120 per month for up to four users, making it an affordable option for small teams. Larger organisations can opt for the $659 per month plan, which supports unlimited users and advanced customisation options. You can also take advantage of a free trial to explore its features before committing.

Ideal use cases

Helpjuice is perfect for businesses that want to reduce customer support tickets by providing a comprehensive self-service option. If you’re looking to improve customer satisfaction while cutting down on response times, this platform is an excellent choice. It’s particularly effective for SaaS companies, e-commerce businesses, and organisations with extensive product documentation.

11. Thena

Key features

Thena revolutionises customer support by integrating seamlessly with. If your team already uses other tools for communication, Thena ensures you can manage customer queries without switching platforms.

• Slack integration: Seamlessly integrates with Slack, allowing teams to manage customer queries without switching platforms.

• Real-time notifications: Receive real-time notifications for new customer issues, enabling faster responses.

• Centralized messaging: Facilitates team collaboration on customer inquiries within a centralized messaging platform.

• Automated ticket routing: Automatically routes tickets to the appropriate individual or team.

• Custom alerts: Set up custom alerts to keep everyone informed about ticket progress.

• Knowledge base integration: Leverages knowledge base integration to generate AI-powered responses.

Thena transforms your agents into powerful customer advocates, making it easier than ever to deliver exceptional service.

Pricing

Thena offers flexible pricing plans to suit different business needs. The basic plan starts at $64 per month, per user (3 minimum), providing essential features like real-time notifications and ticket routing. For advanced capabilities such as AI-powered responses and custom alerts, you can opt for the premium plan at $79 per month per user (5 minimum users). Thena’s pricing ensures you get the features you need without overspending.

Ideal use cases

Thena is ideal for businesses that rely heavily on Slack for team communication. If you want to streamline your support processes while keeping everything in one place, this platform is a perfect fit. It’s particularly effective for tech startups, remote teams, and organisations that value real-time collaboration.

12. Gladly

Key features

Gladly takes personalised customer support to a whole new level. Unlike traditional platforms, it eliminates ticket silos and focuses on building meaningful customer relationships. Here’s what sets Gladly apart:

• Immediate customer recognition: Recognizes customers instantly, enhancing personal interaction and reducing friction.

• Comprehensive customer view: Provides a view of customer preferences and conversation history at a glance, allowing agents to deliver tailored solutions.

• Intent understanding: Understand customer intent without requiring order numbers, saving time and improving efficiency.

• Ticketless system: Operates without traditional tickets or cases, focusing on a single, continuous conversation timeline.

• Omnichannel support with unified customer journey: Offers support across multiple channels while maintaining a unified view of the customer's journey.

With Gladly, you can deliver a seamless and personalised experience that keeps your customers coming back for more.

Pricing

Gladly offers pricing plans designed to meet the needs of businesses of all sizes. The plans are not currently available on the website but we know it starts at $180 a month, per user for the Hero package, and $210 per month, per user for the Superhero package. For further pricing details, you'd have to ask their team.

Ideal use cases

Gladly is perfect for businesses that prioritise personalised customer interactions. If you want to build stronger relationships with your customers while streamlining your support processes, this platform is an excellent choice. It’s particularly effective for retail, travel, and hospitality industries, where customer experience is a top priority.

13. Jira Service Management

Jira Service Management is an IT service management (ITSM) platform built on Jira, designed to help IT teams manage requests, incidents, problems, changes, and other IT-related tasks efficiently. It provides a user-friendly service portal, automates workflows, facilitates collaboration between IT and other teams, and offers robust reporting and analytics.

Key features

• IT and engineering focus: Jira Service Management is designed specifically for IT and engineering teams, offering tailored functionalities.

• Efficient service delivery: Empowers teams to deliver exceptional service quickly and maintain organization.

• Bridging the gap: Connects IT operations and software development, facilitating seamless management of requests, incidents, and changes.

• Enhanced collaboration: Accelerates collaboration between development, IT, and business teams, ensuring alignment and shared understanding.

• Work Process visibility: Provides clear visibility into work processes, enabling progress tracking, bottleneck identification, and faster issue resolution.

• Atlassian integration: Integrates seamlessly with other Atlassian tools like Jira Software and Confluence, enhancing its capabilities and streamlining workflows.

Pricing

Jira Service Management offers flexible pricing plans to suit teams of all sizes. The Free plan supports up to three agents, making it perfect for small teams just starting out. The Standard plan, priced at $19 per agent per month, includes advanced features like SLA management and automation. For larger teams, the Premium plan costs $48 per agent per month and offers 24/7 support, advanced incident management, and more. Enterprise pricing is available for organisations with complex needs. With these options, you can find a plan that fits your budget and requirements.

Ideal use cases

Jira Service Management is ideal for IT and engineering teams that need a robust platform to manage their workflows. If you’re looking to improve collaboration, streamline processes, and deliver faster resolutions, this tool is a perfect fit. It’s particularly effective for organisations that rely on agile methodologies or need to integrate IT operations with software development. Whether you’re a startup or a large enterprise, Jira Service Management has the tools you need to succeed.

14. Gorgias

Key features

Gorgias is a dream come true for e-commerce businesses. It centralises customer support and integrates seamlessly with your favourite tools, making your life easier.

• Centralized support: Gorgias centralizes customer support, streamlining communication and management.

• E-commerce integrations: Seamlessly integrates with popular e-commerce tools, enhancing functionality and efficiency.

• Order tracking automation: Automates order status tracking and customer support management, providing real-time updates.

• Klaviyo integration: Connects customer data to Klaviyo for improved marketing campaign creation and targeting.

• Subscription management: Simplifies the management of customer subscriptions alongside customer service inquiries.

• Voice Support integration: Offers advanced voice support features through Aircall or a native phone integration.

• Customer loyalty management: Displays customer loyalty data within Gorgias to personalize service and engagement.

These features ensure you can provide personalised, efficient support while boosting customer satisfaction. Gorgias doesn’t just help you manage customer queries; it helps you build lasting relationships.

Pricing

Gorgias offers pricing plans tailored to e-commerce businesses. The Basic plan starts at $50 per month, supporting up to 300 tickets. The Pro plan, priced at $300 per month, includes advanced features like automation and integrations. For larger teams, the Advanced plan costs $750 per month and supports up to 5,000 tickets. Custom pricing is available for enterprises with high-volume needs. With Gorgias, you get excellent value for your investment.

Ideal use cases

Gorgias is perfect for e-commerce businesses that want to streamline customer support and enhance integration with other tools. If you’re managing a high volume of orders and need a platform that centralises everything, Gorgias is your best bet. It’s particularly effective for online retailers looking to improve customer loyalty and drive repeat business. With Gorgias, you can turn customer support into a competitive advantage.

15. LiveAgent

Key features

LiveAgent is all about speed. It ensures you can respond to customer queries quickly and efficiently, keeping your customers happy. Here’s how it achieves that:

• Follow-up emails: Show customers that you value their satisfaction.

• Proactive support: Encourages further communication and builds trust.

• Self-Service options: Provide customers with helpful resources, saving time for both customers and support agents.

• Real-time notifications: Keep your team informed about incoming queries.

• Customer feedback: Provides valuable insights for service improvement.

These features make LiveAgent a powerhouse for delivering fast, effective customer support. You’ll never miss a beat when it comes to keeping your customers satisfied.

Pricing

LiveAgent offers a range of pricing plans to fit different needs. The Free plan includes basic features like email ticketing and a customer portal. The Medium Business plan, priced at $29 per agent per month, adds automation and reporting tools. The Large Business plan costs $49 per agent per month and includes additional functionality. For all-inclusive features, the Enterprise plan is available at $69 per agent per month. With LiveAgent, you can choose a plan that matches your goals and budget.

Ideal use cases

LiveAgent is ideal for businesses that prioritise quick responses and efficient customer service. If you’re handling a high volume of queries and need a platform that keeps you on your toes, LiveAgent is the way to go. It’s particularly effective for industries like retail, hospitality, and tech support, where speed is critical. With LiveAgent, you can deliver the kind of service that keeps customers coming back.

16. HappyFox

Key features

• Omnichannel ticketing system: Consolidates customer queries from SMS, email, live chat, and phone calls into a single platform for efficient management and response.

• Unified customer interactions: Provides a centralized location for all customer interactions, streamlining communication and eliminating the need for multiple tools.

• Robust reporting and analytics: Offers comprehensive reporting and analytics tools to track query trends, monitor agent performance, and measure response times.

• Actionable insights: Transforms collected data into actionable strategies for improving customer service and identifying areas for optimisation.

Pricing

HappyFox provides flexible pricing plans tailored to your business size and needs. While the exact pricing depends on your requirements, the platform ensures you get value for every penny. You can contact their team for a customised quote and explore how HappyFox can transform your customer service.

Ideal use cases

HappyFox is perfect for businesses that need to manage high volumes of customer interactions across multiple channels. If you’re looking to make data-driven decisions and improve team efficiency, this platform is your best bet. It’s particularly effective for industries like retail, healthcare, and telecommunications, where real-time data collection is critical for success.

17. Groove

Key features

Groove is designed with small teams in mind, offering features that simplify customer support without overwhelming you.

• Shared inbox: Collaborate effortlessly with your team by assigning conversations and tracking progress.

• Knowledge base: Create a customizable self-help resource to empower customers and reduce support tickets.

• Live chat: Provide real-time support while managing offline interactions seamlessly.

• Reporting: Gain insights into support metrics to identify areas for improvement.

• AI features: Boost productivity with tools like AI Drafts and Sentiment Analysis for smarter interactions.

These features ensure your team can handle customer queries efficiently while maintaining a personal touch. Groove keeps things simple yet powerful, making it ideal for small teams.

Pricing

Groove offers affordable pricing plans that cater to small businesses. You can start with a free trial to explore its features. Paid plans include advanced tools like reporting and live chat, ensuring you get the most out of your investment without breaking the bank.

Ideal use cases

Groove is perfect for startups and small teams that need a straightforward yet effective customer support solution. If you value simplicity, collaboration, and affordability, Groove is the way to go. It’s particularly suited for businesses that want to scale their support operations without adding complexity.

18. Hiver

Key features

Hiver transforms your inbox into a powerful customer support tool, allowing you to manage queries efficiently.

• Unified inbox: Manage customer queries directly within a centralized platform.

• Collaborative responses: Collaborate on responses with your team to ensure consistent and accurate communication.

• Internal communication: Add private comments to customer interactions, improving transparency and teamwork.

• Team notifications: Notify team members about specific customer issues for faster response times.

• Automated workflows: Automate repetitive tasks like assigning queries, saving time and reducing errors.

• Efficient organization: Utilize shared inboxes and tags to efficiently track and manage high volumes of customer interactions.

With Hiver, you can create a collaborative workspace that enhances productivity and keeps your team aligned.

Pricing

Hiver offers pricing plans that fit businesses of all sizes. The Lite plan begins at $19 per user per month, providing essential features like custom fields and analytics. For advanced tools like custom roles and skill-based routing, you can opt for higher-tier plans. Hiver ensures you get the features you need without overspending.

Ideal use cases

Hiver is ideal for businesses that rely heavily on Gmail for communication. If you want to streamline your support processes while staying within your existing email environment, this platform is a perfect fit. It’s particularly effective for small to mid-sized teams that value simplicity and collaboration.

19. ServiceNow

Key features

ServiceNow is a powerhouse for enterprise operations, offering tools that simplify complex processes and align your entire organisation. If you’re managing large-scale operations, this platform has everything you need to stay ahead. Here’s what makes ServiceNow a standout choice:

• Focus on IT management with ITSM (IT Service Management) and asset management tools.

• Pre-built ITSM tools are categorised into five areas: IT Service Automation Apps, IT Business Apps, Project Portfolio Management, Shared Service Apps, and ITSM for enterprises.

• Business workflow automation that streamlines repetitive tasks and reduces inefficiencies.

• App development capabilities that allow you to create custom solutions tailored to your business needs.

• A unified system that connects various departments, ensuring seamless collaboration and strategic alignment.

ServiceNow began as an IT service management platform but has evolved into a comprehensive enterprise service management solution. It automates workflows, manages complex internal processes, and ensures your teams work together under one cohesive system. Whether you’re handling IT operations or broader business workflows, ServiceNow provides the tools to keep everything running smoothly.

Pricing

ServiceNow’s pricing is tailored to enterprise needs, offering flexibility based on the scale and complexity of your operations. While specific pricing details aren’t publicly listed, you can request a customised quote to match your requirements. The investment may seem significant, but the value it delivers in terms of efficiency, automation, and collaboration makes it a worthwhile choice for enterprises.

Ideal use cases

ServiceNow is perfect for large organisations that need to manage complex workflows and align multiple departments. If you’re looking to streamline IT operations, automate business processes, or improve cross-department collaboration, this platform is an excellent fit. It’s particularly effective for industries like finance, healthcare, and manufacturing, where operational efficiency is critical. With ServiceNow, you can transform your enterprise operations and achieve strategic goals with ease.

20. BoldDesk

Key features

BoldDesk is a game-changer for small and medium-sized businesses (SMBs) that want robust customer support without breaking the bank. If you’re looking for a budget-friendly solution, BoldDesk has you covered. Here’s why it’s a top choice:

• Affordable pricing: Provides a powerful platform without excessive costs, making it ideal for budget-conscious businesses.

• Transparent pricing: Offers a clear pricing structure with no hidden fees, allowing for easy budget planning.

• Included AI tools: AI Copilot and AI Agent tools are included for free, providing advanced capabilities without extra charges.

• Free Data Migration: Facilitates a seamless transition from other help desk solutions with free data migration.

• Quick onboarding: Reduces setup time and costs, enabling immediate use of the platform.

• Money-back guarantee: A 30-day money-back guarantee ensures satisfaction and financial security.

BoldDesk combines affordability with advanced features, making it an ideal choice for SMBs. You’ll appreciate how it simplifies customer support while keeping costs low. The inclusion of AI tools at no extra charge gives you a competitive edge, allowing you to automate tasks and improve efficiency without additional expenses.

Pricing

BoldDesk offers transparent and budget-friendly pricing plans designed for SMBs. The platform ensures you know exactly what you’re paying for, with no hidden surprises. You can also take advantage of their 30-day money-back guarantee, giving you peace of mind as you explore its features. The cheapest plan starts at $49 a month for 10 agents and the most expensive plan starts at $800 a month for unlimited agents. Contact their team for a customised quote and see how BoldDesk can fit your budget.

Ideal use cases

BoldDesk is perfect for SMBs that need a cost-effective yet powerful customer support platform. If you’re transitioning from another help desk solution or starting fresh, BoldDesk makes the process easy with free data migration and quick onboarding. It’s particularly effective for businesses that want to leverage AI tools without incurring extra costs. Whether you’re in retail, SaaS, or professional services, BoldDesk helps you deliver exceptional customer support while staying within budget.

Comparison of Zendesk alternatives

Pricing comparison

Pricing can make or break your decision. Some platforms offer budget-friendly options, while others cater to enterprises with premium features. Here's how Zendesk alternatives compare:

Suitability for different business needs

Not all platforms suit every business. Your industry, size, and goals determine the best fit. Here's a quick guide:

• E-commerce businesses: Gorgias is a top choice. Its Shopify integration and AI-powered recommendations simplify order tracking and customer engagement.

• Enterprises: Salesforce Service Cloud offers unmatched customisation and CRM integration, making it ideal for large-scale operations.

• Small teams: Groove provides simplicity and affordability, perfect for startups or small teams needing quick deployment.

• IT and engineering: Jira Service Management bridges IT operations and software development, ensuring smooth workflows.

By aligning your needs with the strengths of these platforms, you can transform your customer service strategy. Whether you’re a small business or a global enterprise, there’s a perfect alternative waiting for you.

How to choose the right Zendesk alternative

Choosing the right customer service platform can feel overwhelming, but it doesn’t have to be. By following a structured approach, you can find a solution that aligns perfectly with your business goals. Let’s break it down step by step.

Assessing business needs

Before diving into the sea of options, take a moment to evaluate what your business truly needs. This step ensures you don’t waste time or money on features you’ll never use. Here’s how you can do it:

1. Essential features: Identify the features your team relies on daily, such as live chat, AI-powered chatbots, or a shared inbox.

2. Channel support: Ensure the platform supports all the channels your customers use (e.g., email, social media, WhatsApp).

3. Customization: Look for customization options to adapt the tool to your unique workflows.

4. Scalability: Consider whether the platform can grow with your business as you expand.

5. Implementation timeline: Assess your timeline for implementation, as some tools are plug-and-play while others require more setup.

6. Budget: Determine your budget and prioritise transparent pricing to avoid surprises.

By answering these questions, you’ll have a clear picture of what to prioritise. Remember, the goal is to find a platform that fits your current needs while preparing you for future growth.

Evaluating features and integrations

Not all Zendesk alternatives are created equal. Some excel in automation, while others shine in omnichannel support. To make an informed choice, evaluate the following factors:

1. Usability: The platform should be easy for your team and customers to use. A steep learning curve can slow you down.

2. Core features: Focus on the features that matter most to your business, such as ticketing systems or knowledge bases.

3. Affordability: Compare pricing structures, including hidden costs like add-ons or upgrades.

4. Customer support reliability: Choose a solution with dependable support and a robust knowledge base.

5. Customer reviews: Real-world testimonials can reveal strengths and weaknesses you might not notice initially.

Additionally, check for automation capabilities, customisation options, and integration with tools like Slack, Shopify, or Salesforce. A platform that fits seamlessly into your existing workflow will save you time and effort.

Testing free trials and demos

When it comes to selecting the perfect Zendesk alternative, free trials and demos are your secret weapon. They give you the chance to explore a platform’s features without committing to a long-term investment. Think of it as test-driving a car before buying it. You wouldn’t purchase a vehicle without knowing how it handles, right? The same logic applies here.

Pro tip: Always take advantage of free trials or demos. They’re designed to help you make informed decisions.

By testing a platform firsthand, you can uncover its strengths and weaknesses. You’ll see how it fits into your workflow and whether it meets your team’s needs. For example, does the interface feel intuitive? Are the automation tools easy to set up? These are questions you can only answer by using the platform yourself.

Here’s why free trials and demos are invaluable:

• Hands-on experience: You get to interact with the platform in real time. This reveals its functionalities and how they align with your business goals.

• Risk-free exploration: There’s no financial commitment. You can walk away if the platform doesn’t meet your expectations.

• Customisation insights: Many platforms allow you to test customisation options during the trial. This helps you determine if the tool can adapt to your unique needs.

• Team feedback: Involve your team in the trial. Their feedback will provide a clearer picture of how the platform performs in a real-world setting.

Pro tip: Some platforms even offer guided demos with a product expert. This is a great opportunity to ask questions and explore advanced features.

Let’s say you’re considering Cue. During the demo, you could test its shared inbox, chatbot builder, and AI agent's capabilities. You’d quickly discover how these features streamline customer interactions and boost efficiency.

Pro tip: Keep a checklist of must-have features. Use it to evaluate each platform during the trial.

Testing free trials and demos isn’t just about ticking boxes. It’s about ensuring the platform aligns with your vision for customer service. So, dive in, experiment, and don’t be afraid to ask questions. After all, the right tool can transform your business.

Zendesk alternatives offer a wide range of features and pricing options tailored to modern business needs. You can find tools that simplify workflows, improve customer satisfaction, and fit your budget. Among these, Cue stands out with its innovative features and adaptability, making it the ultimate choice for transforming customer service. Take the time to evaluate your specific requirements. Test platforms through free trials or demos to ensure they align with your goals. The right choice can revolutionise your customer support and drive your business forward. Book a Cue demo today!

Frequently asked questions

What is the best Zendesk alternative for small businesses?

Cue is the top choice for small businesses. Its affordability, ease of use, and powerful features like shared inboxes and AI chatbots make it ideal for startups. You’ll save time and money while delivering exceptional customer service. Can I migrate my data from Zendesk to another platform?

Yes, most Zendesk alternatives, like BoldDesk and Freshdesk, offer free or guided data migration. This ensures a smooth transition without losing important customer information. Always check with the platform’s support team for specific migration assistance.

Which platform is best for AI-driven customer support?

Intercom leads the pack for AI-driven support. Its Fin AI agent and custom bots automate repetitive tasks, prioritise urgent issues, and provide proactive solutions. If you want to reduce your team’s workload while improving efficiency, Intercom is your go-to.

Are there any free Zendesk alternatives?

Yes, platforms like Zoho Desk and Freshdesk offer free plans. These include essential features like ticketing and email support. While free plans are great for small teams, upgrading unlocks advanced tools like automation and analytics.

How do I choose the right Zendesk alternative for my business?

Start by assessing your needs. Identify must-have features, budget constraints, and scalability requirements. Test free trials or demos to see how the platform fits your workflow. Platforms like Cue and Freshdesk offer flexible options for businesses of all sizes.

Which platform is best for e-commerce businesses?

Gorgias is the ultimate choice for e-commerce. Its seamless Shopify integration, order tracking automation, and customer loyalty tools make it perfect for online retailers. You’ll streamline operations and enhance customer satisfaction effortlessly.

Can I customise these platforms to match my brand?

Absolutely! Most Zendesk alternatives, including Cue and Helpjuice, offer customisation options. You can tailor chat widgets, workflows, and even the knowledge base to align with your brand identity. This ensures a consistent customer experience.

Are Zendesk alternatives suitable for large enterprises?

Yes, platforms like Cue, Salesforce Service Cloud and ServiceNow cater specifically to large enterprises. They offer advanced features like multi-channel support, automation, and extensive customisation. These tools help you manage high volumes of customer interactions efficiently.