Zendesk is an eminent name in the world of customer service software. Renowned industry leaders like Siemens, Mailchimp, and Tesco have employed Zendesk's attributes and capabilities to introduce a new age of excellence in customer service. Despite the perks, it is clear that even giants can make mistakes, and Zendesk is no exception. But challenged with intricate functionalities and wallet-thinning subscription plans, it drives a search for alternatives that can actually take customer service to the height of excellence.

By exploring the customer support solutions in the market, we uncover the best alternatives ready to address the shortcomings that arise from Zendesk's limitations. Within this digital tome, we’ll embark on an exploration fueled by data gleaned from various help desk software offerings.

Come along with us on this journey through multiple customer support options as we seek the best Zendesk alternative. This choice has the potential to revolutionize your approach to customer service in and beyond 2023. Let's initiate by providing a brief outline of Zendesk and the essential attributes that a viable alternative to Zendesk should present.

Introducing Zendesk

Zendesk is a complete customer service software platform created to help companies manage customer inquiries and improve customer care operations. To maximize customer happiness and streamline support procedures, businesses can organize, address, and keep track of customer requests and complaints using Zendesk as a central hub.

The key features of Zendesk include the following:

Ticketing System: Companies can track and handle customer support requests, often referred to as tickets, using the ticketing system – which can be submitted using multiple channels, such as phone, chat, email, and social media.

Multi-Channel Support: Businesses can offer customer assistance via various communication channels thanks to Zendesk, ensuring that customers may contact them in the way that suits them best.

Knowledge Base: Businesses can develop and update a knowledge base containing articles, FAQs, and guides to help clients find solutions to typical questions without contacting support.

Live Chat: Businesses may interact with customers in real-time on their website or app with Zendesk's live chat tool, offering prompt assistance.

Reporting and Analytics: The tool possesses a reporting and analysis feature using which businesses can spot areas for improvement and growth.

Automation: The platform also comes with automation capabilities to speed up support procedures and send prearranged responses.

Integration: To create a more streamlined and effective support experience, Zendesk may be combined with other software tools, including CRM (Customer Relationship Management Tool) systems, e-commerce platforms, and productivity applications.

Numerous businesses, from sole proprietorships to global corporations, and from all sectors of the economy use Zendesk. The tool aims to strengthen support teams and enable them to offer better service to their customers.

Why Search for the Best Zendesk Alternative?

Zendesk alternatives have gained significant attention and have become a topic of discussion in the customer support landscape. While Zendesk has long held a prominent place in the market, it falls short of perfection in specific vital dimensions - let’s take a look for a better idea.

Elevated Cost Structures

Zendesk has costly pricing tiers that may be inconvenient for businesses on smaller budgets. This is especially obvious in light of the abundance of less-priced solutions available on the market that provide equal functionality.

Complexity of Features

Zendesk has a variety of features that could make managing customer service operations difficult. Furthermore, Zendesk's separation of chat and email ticket management prevents the consolidation of all client queries into a single unified queue, increasing operational difficulties.

Stagnant User Interface

In contrast to the contemporary aesthetics exhibited by other state-of-the-art help desk tools, Zendesk's user interface appears old-fashioned and dull. A distinct impression of substantial room for enhancement becomes readily apparent upon interaction.

Deficiencies in the Fundamental Plan

The base Zendesk plan (Suite Team) noticeably lacks features like a self-service client portal, knowledge management capabilities, SLA management, multilingual assistance, and private notes, which are fundamental components crucial for efficient help desk management.

The search for alternatives springs from the need to tackle Zendesk's drawbacks. Doing so can help attain a balance between your company's and customer's needs.

What Are the Must-Have Features that Zendesk Alternatives Should Have?

Embarking on your search to unearth the ideal Zendesk alternatives, you'll encounter an array of tools, each boasting its unique features, a medley that might confuse rather than clarify.

To untangle this web of options and simplify your decision-making process, we've curated a collection of the must-have features that the finest alternatives should encompass:

Intuitive Interface: An easily navigable and user-friendly support desk interface is a crucial feature. Configuring the system quickly and without costly training regimens is a considerable advantage.

Shared Inbox Functionality: The ability for numerous customer service agents to access support email accounts through a shared inbox is an important feature that promotes streamlined teamwork and effective correspondence management.

Internal Collaboration Tools: The ability to collaboratively address customer inquiries in a coordinated fashion is pivotal. Internal notes allow your team members to ponder on tickets before creating a response and act as catalysts for quick inquiry resolution.

Global Access: In the digital environment, providing unrestricted, all-encompassing access is essential. Facilitating support to clientele scattered across the globe, irrespective of geographical barriers, emerges as a defining quality.

Intelligent Reporting and Analytics: Illuminating insights lie in the realm of intelligent reports and analytics. Tracking individual and collective performance, gauging customer contentment, and overseeing overarching advancement through astute data-driven mechanisms chart a course for continuous enhancement.

Automation Prowess: Help desk automation is a distinguishing feature. Features that enable efficiency enhancement within a limited time frame, such as the Round-robin ticket assignment process, mark a new era of seamless ticket allocation to available agents.

Armed with this list of must-have features, your search for the best Zendesk alternative is ready to become a more cohesive and meaningful inquiry, guiding you toward a customer support software solution tailored to your specific requirements.

The Top 13 Alternatives for Zendesk in 2023

Here are the top 13 Zendesk alternatives in 2023, along with their top features and pricing.

1.   ADA

ADA Support is an AI-driven customer support platform that has been carefully developed to enhance and speed up client interactions. ADA Support provides individualized guidance and quickens communication procedures by utilizing the power of artificial intelligence (AI). ADA Support is positioned as a top contender among Zendesk alternatives and earns a spot on our list.

Top Features 

  • AI-Powered Chatbots: Assist agents to offer 24/7 customer support and address their problems.
  • Multi-Channel Support: Handles customer inquiries across various channels, including email, chat, social media, and more, without a hitch.
  • Self-Service Knowledge Base: Give clients access to a thorough knowledge base so they may solve problems on their own.
  • Analytics: Know about the agent’s performance and progress to date.
  • Customizable Automation: Automate routine operations and procedures to increase productivity. 


ADA has tailor-made pricing plans based on a business’ needs. We recommend that users get a quote directly from ADA Support for precise pricing details and packages.

2.           Caffeinated  CX

As a standout Zendesk substitute, Caffeinated CX earns a spot on our list. This platform offers a place where support teams can work together and communicate with the goal of improving the customer experience. The tool comes with many helpful features, discussed below:

Top Features

  • Omnichannel Communication: Simplify client interactions through multiple channels, including email, chat, SMS, and social media.
  • Collaboration Tools: Boost teamwork with internal collaboration capabilities, including shared ticket views and internal notes.
  • Smart Ticket Routing: Use clever algorithms to assign tickets to suitable agents for the fastest possible responses.
  • AI-Driven Solutions: Use chatbots and automatic responses powered by AI to respond to consumer inquiries.
  • Analytics and Reporting: Monitor essential support metrics and agent efficacy to promote advancements.


Caffeinated CX offers transparent pricing with a 14-day free trial. Monthly options begin at $25 per person; however, there are various price ranges with various features and functionalities.

3.           Forethought

Forethought is another top AI customer support platform on our list. It swiftly tackles customer queries and speeds up the entire customer support journey. Large Language Models (LLMs) are employed by Forethought's generative AI, powered by SupportGPT, and modified based on your data to optimize support team efficacy and ROI.

Top Features

  • AI-Powered Virtual Agent: Deliver instant responses and recommendations to customer inquiries through AI technology.
  • Integration Capabilities: Seamlessly integrate with existing tools and systems for enhanced efficiency.
  • Advanced Search Functionality: Empower agents and customers to discover information swiftly and effortlessly.
  • Real-Time Reporting: Monitor support performance and client happiness through real-time analytics.
  •  Knowledge Base: Offer self-service options with a comprehensive knowledge base.


Custom pricing is available. For detailed pricing information personalized to your business requirements, reach out to Forethought's team.

4.           Freshdesk

Another best Zendesk alternative is Freshdesk, which enables you to give your clients hassle-free service. You can use Freshdesk to communicate with clients across numerous touchpoints, automate workflows, and quickly address customer issues whether you run a small business or a large corporation.

Top Features

  • Self-Service Tools: Provide customers with a comprehensive knowledge base, community forums, and AI-driven chatbots to empower self-help.
  • AI-Powered Chatbots: Engage customers with automated responses and route them to appropriate agents when necessary.
  • Multilingual Support: Offer support in numerous languages to cater to a varied client base.
  • Collaboration Tools: Internal notes, ticket sharing, and agent collision detection to facilitate teamwork and issue resolution.
  • Integration: Flawlessly integrate with several third-party tools and applications for enhanced productivity. 


Freshdesk offers various pricing plans starting from $15/agent/month.

5.           LiveAgent

LiveAgent is a help desk platform that merges customer assistance, live chat, and call center administration features. Using this Zendesk alternative, you can reach your clients quickly and manage all social platforms, such as Facebook, WhatsApp, etc., from a single dashboard. 

Top Features

  • Live Chat: Engage customers in real-time chat conversations directly on your website.
  • Email Management: Manage customer communication through email seamlessly.
  • Call Center Integration: Integrate a call center customer support solution for phone-based customer service.
  • Social Media Integration: Monitor and respond to customer interactions on social media platforms.
  • Knowledge Base: Provide self-service resources to empower customers to find answers independently.


LiveAgent’s free plan has limited features, whereas the paid plan starts at $15 per agent per month.

6.           Zoho Desk

Another Zendesk competitor that can improve your customer service in 2023 is Zoho Desk. Businesses may manage cross-functional support operations, enhance self-service, track customer satisfaction, and boost agent efficiency by utilizing this context-aware help desk tool.

Top Features

  • Multi-Channel Support: Handle client inquiries using several channels, such as email, chat, social media, and phone.
  • Ticket Management: This entails automating ticket operations, assigning customer support agents, and establishing SLAs for rapid resolution.
  • Self-Service Tools: Provide a configurable knowledge base and self-help community forums.
  • AI-Powered Chatbots: Use AI to provide automatic responses and route inquiries to the relevant agents.
  • Third-Party Integration: Integrate with other Zoho products as well as third-party applications.


The pricing plan for Zoho Desk starts at $12 per month.

7.           HappyFox

As a well-liked substitute for Zendesk, HappyFox offers advanced help desk and customer care to simplify interactions between companies and their clients. It provides a set of functionalities to improve support operations' effectiveness and communication.

Top Features

  • Automation: The tool has AI capabilities that can automate repetitive tasks, assign tickets, and much more.
  • Self-Service Tools: It offers a knowledge base and community forums, enabling customers to find solutions independently.
  • SLA Management: With Service Level Agreement (SLA) management, businesses can set response and resolution time targets, ensuring timely issue resolution.
  • Multi-Channel Support: Let businesses handle customer inquiries from several channels, all within a unified dashboard.
  • Ticketing System: Offers an intelligent ticketing system that centralizes and organizes customer queries.


HappyFox offers different monthly pricing plans ranging between $29-$69 per agent.

8.           HelpDesk 

HelpDesk is a versatile tool for helping customers. Its main goal is to make solving problems faster and communication smoother. By leveraging HelpDesk's private notes, several mailboxes, and automatic assignment criteria, support agents and individuals from other departments may easily interact.

Top Features

  • Ticket Management: HelpDesk offers an easy-to-use ticket management system that allows organizations to receive and track client inquiries properly.
  • Workflow Automation: The tool automates an agent’s daily tasks, enabling them to focus on other high-value tasks.
  • Canned Responses: Businesses can use predefined responses to frequently requested queries to ensure consistent and timely customer interactions.
  • Self-Service Portal: HelpDesk provides consumers with a self-help knowledge base, allowing them to locate solutions independently. 
  • Integration: It can also connect with other programs and tools for a more organized workflow.


HelpDesk offers varying pricing plans, starting at $29/agent/month.

9.           Intercom

Another best Zendesk alternative, Intercom, lets you delight consumers by providing the ideal mix of human, self-service, and proactive assistance. Agents may communicate with consumers one-on-one, automatically resolve repetitious queries, and address potential issues before customers contact them. 

Top Features

  • Live Chat: Intercom enables real-time customer engagement through live chat conversations on websites or applications.
  • Automated Messaging: Businesses can leverage chatbots and automated messages to provide proactive customer support and address common queries.
  • User Segmentation: Intercom allows you to target specific user groups with customized messages.
  • Product Tours: Businesses can guide users through their products with interactive tours, enhancing user onboarding.
  • Multi-channel Communication: Intercom facilitates communication via email, chat, and social media, ensuring a complete approach.


Intercom’s paid plan starts at $59 per month. 

10.        Gorgias 

An automated and effective customer service helpdesk, Gorgias, was created specifically for e-commerce businesses. If you run an e-commerce platform, Gorgias can be utilized to handle all of your customer support demands. This customer support software, like Zendesk, allows agents to alter orders, initiate refunds, and change subscriptions without leaving the helpdesk. 

Top Features

  • Order Management: The platform integrates with e-commerce platforms to manage orders and address related issues seamlessly.
  • Customer Data Integration: Gorgias enables access to customer data and order history, facilitating personalized interactions.
  • Automated Workflows: Businesses can automate repetitive tasks and processes, improving efficiency and freeing agent time.
  • Response Automation: Gorgias handles frequent client inquiries using AI-powered replies, providing prompt and effective problem resolution.
  • Order Tracking: Gorgias enables customers to track their orders and lessen the ticket volume.


The pricing plan of Gorgias begins at $50/month.

11.        Front

The Front is another top Zendesk competitor with a straightforward, email-like interface. Agents can work in sync without having to forward extensive email threads thanks to sophisticated team collaboration tools. The Front, in short, is a shared inbox tool that enables teams to manage customer communications more skillfully.

Top Features

  • Shared Inbox: Front offers a shared inbox, allowing teams to collaborate and manage customer conversations in a unified interface.
  • Email Management: Businesses may manage emails and consumer concerns more efficiently, assuring quick responses and resolution.
  • Automated Workflows: Front allows users to set up automated workflows for actions, assignments, and responses.
  • Internal Collaboration: Comments and mentions can be used by teams to debate and cooperate on client tickets, enhancing communication.
  • Integrations: Swift integration with several tools and applications to optimize the workflow.


The basic pricing plan for Front starts at $19/user/month.

12.        Kustomer

Kustomer promises to be a CRM created exclusively for customer support teams. AI-powered chatbots can be deployed on the website to automate everyday conversations and speed up service. It is one of the most exciting new Zendesk alternatives since it has a strong emphasis on providing a seamless and tailored user experience. 

Top Features

  • Intelligent Routing: Route inquiries to the most suitable agents based on expertise and workload for optimized resolution.
  • 360-Degree Customer View: Kustomer offers a comprehensive view of customer interactions and history, allowing support agents to provide personalized assistance.
  • Multi-Language Support: Over 70+ global languages can be translated automatically with Kustomer.
  • Self-Service Tools: Provide a self-service knowledge base and community forums for customers to seek answers.
  • Personalization: Acquire entire consumer data to provide hyper-personalized experiences.


The price structure starts at $29 per user each month.

13.        ThriveDesk 

The help desk software ThriveDesk was created to expedite interactions and deliver compelling customer service. Teams may easily create, edit, and publish knowledge base entries thanks to this tool. A growing Zendesk rival, ThriveDesk, has recently attracted the interest of numerous business owners and support managers.

Top Features

  • Ticketing System: Organize and manage customer conversations with the help of ticket tags.
  • Integration: Integrate with top e-commerce systems like WooCommerce, Wix, etc., and other tools to improve functionality and establish a smooth workflow.
  • Live Chat: Share helpful materials straight from the live chat widget to ensure swift customer interactions.
  • Self-Service Portal: Give customers access to a knowledge base and self-help tools to solve problems more quickly.
  • Automation: Improve the support team's efficiency by automating repetitive duties, ticket assignments, and follow-ups.


ThriveDesk has many pricing plans starting at $19 per user.

The Ultimate Decision: Selecting the Best Zendesk Alternative

With a wide range of appealing features, Zendesk distinguishes itself as a notable customer service platform. Without question, Zendesk has a fantastic product that is a great option for businesses with big teams and spending limits. The tool is not without flaws, though.

Many people have looked for alternatives due to the shortcomings, which include an antiquated UI and expensive pricing structures. The search for ideal Zendesk substitutes has turned up a number of strong competitors, all of which are brimming with features, reliable, and popular with companies of various sizes.

Finally, it's crucial to weigh the advantages and disadvantages when looking for a customer support platform that seamlessly satisfies your particular needs. Take into account factors like interface modernity, pricing practices, and the wide toolbox offered.

As you move through this landscape of opportunities to improve the entire experience for your team and customers while strengthening your customer support operations, be certain that there are numerous solutions accessible. We hope this guide will help you to find the most suitable Zendesk alternative in 2023. 

Read our other helpful guides here

AI For Customer Support: The Future Of Customer Service

Best HelpScout Alternative to Super Power Customer Service Efficiency

Best Intercom Alternatives in 2023

Best AI Chatbot For Customer Service

Freshdesk vs. Zendesk: Which is the Best for Customer Service

How to Use AI to Improve the Customer Experience: An Ultimate Guide 

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