10 alternatives to Zendesk for better customer support in 2025
Providing responsive, fluid customer support has become essential. Long heralded as a safe bet, Zendesk has won over many companies with its robust functionality. But let's be honest: between a sometimes cumbersome interface, costs that soar depending on the plan chosen, and limited customization, more and more teams today are looking for a more agile alternative.
Changing tool is not an easy decision. You have to weigh up your needs, your ambitions, and above all, choose a solution capable of supporting the growth of your customer service department without turning into a gas factory.
That's what this article is all about: a clear overview of the best alternatives to Zendesk, so that your customer support remains a real driver of satisfaction and loyalty.
What is Zendesk and why consider an alternative?
Introducing Zendesk
Zendesk has established itself as a key player in customer support tools thanks to its wide range of features. This comprehensive CRM solution centralizes customer support, sales activities and omnichannel engagement.
Thanks to its 7 add-on modules (Support, Chat, Guide, Talk, Gather, Explore, Sell) and seamless integration with channels such as WhatsApp, Facebook and Twitter, Zendesk makes it possible to follow conversations without loss of context. The user experience is designed to boost team productivity, improve customer satisfaction and reduce response times.
The Zendesk Sunshine suite, hosted on AWS, offers a unified, actionable view of customer data, while the Explore tool helps to drive performance with decision-making dashboards.
However, some companies are encountering obstacles that are prompting them to explore other solutions... and you're probably one of them if you're reading these lines.
These challenges include
- high costs,
- complexity of use,
- limitations on flexibility,
- limited customization.
Pricing too high for SMEs
Zendesk can be prohibitively expensive, especially for small and medium-sized enterprises (SMEs). Monthly fees per user add up quickly, especially when add-ons are required to access certain features. In concrete terms, this can range from €19 per agent per month for limited functionality, to €149 per agent per month for a more comprehensive version. Imagine a growing company wishing to use real-time chat solutions, which could see its monthly bill explode, proving difficult for a limited budget.
Complexity of use for small structures
While its detailed functionality benefits larger structures, smaller teams can often feel overwhelmed by the learning curve. Some advanced features require specialized training, delaying adoption and team efficiency.
Limited flexibility
Companies looking for customizable solutions may be disappointed by Zendesk's limited options. Adapting the platform to specific workflows or integrating external tools may prove difficult. A company using an unconventional CRM, for example, might find it difficult to synchronize data between systems.
Multi-channel integration not suitable for e-tailers
Although Zendesk enables multi-channel integration, it can sometimes lack industry-specific features. For example, e-commerce companies frequently require integrations that are not always well supported by Zendesk.
This lack of compatibility can force companies to rely on third-party services, increasing technical complexity and costs.
Inadequate multilingual support for multinationals
Limitations on multilingual support and the need for after-hours customer service can pose problems for international companies. This limits Zendesk's ability to provide quality service to a diverse customer base in various parts of the world.
Top 10 alternatives to Zendesk: our comparison
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 Freshdesk |  Zoho Desk |  Hiver |  Intercom |  Help Scout |  Kustomer |  Gorgias |  Front |  LiveAgent |  HubSpot CRM |  Kayako |  Crisp |  Deskpro |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| For companies with 2 to 5000 employees | For all companies | For companies with more than 1 employees | For all companies | For all companies | For all companies | For companies with 1 to 250 employees | For all companies | For all companies | For companies with more than 1 employees | For all companies | For companies with 2 to 250 employees | For all companies |
| See software | See software | See software | See software | See software | See software | See software | See software | See software | See software | See software | See software | See software |
| Learn more about Freshdesk | Learn more about Zoho Desk | Learn more about Hiver | Learn more about Intercom | Learn more about Help Scout | Learn more about Kustomer | Learn more about Gorgias | Learn more about Front | Learn more about LiveAgent | Learn more about HubSpot CRM | Learn more about Kayako | Learn more about Crisp | Learn more about Deskpro |
Freshdesk
Freshdesk
Freshdesk, by Freshworks, is a popular alternative to Zendesk for companies that want to get straight to the point: a clear interface, a highly efficient ticketing system, and smooth handling of requests - even high-volume ones. For SMBs and larger teams alike who want to professionalize their customer support without getting bogged down, Freshdesk is a safe bet.
It offers :
- Advanced ticket management: centralization, prioritization, automatic assignment
- Intelligent automation (rules, scenarios, escalations)
- Self-service knowledge base to reduce ticket volumes
- Customizable customer portal with integrated FAQ
- Reporting and analytics to monitor support quality
- Native integrations with Slack, Salesforce, Zoho, etc.
The icing on the cake: Freshdesk offers a free option for up to 2 users. Prices thereafter range from €15 to €79 per month.
Intercom
Intercom
Intercom is an innovative alternative to Zendesk for companies wishing to capitalize on real-time customer engagement. With its conversational approach to support, ultra-powerful live chat and intelligent automations, Intercom facilitates more natural, personalized exchanges. It is particularly appealing to startups, scale-ups and SaaS companies who want to transform their customer service into a genuine growth driver.
Intercom offers a wide range of possibilities, including :
- intuitive live chat to engage visitors as soon as they arrive on the site,
- automated message campaigns to guide users through the customer journey,
- a conversational bot to qualify requests and speed up resolution,
- an integrated help center to reduce the burden on human support,
- advanced segmentation to personalize the experience according to user profile,
- rich integrations with Salesforce, HubSpot, Slack, and over 300 other tools.
In terms of pricing, Intercom offers versions starting at around €25.47 per month, but costs can rise rapidly depending on the volume of users and features activated. Plan ahead to avoid unpleasant surprises.
Zoho Desk
Zoho Desk
Among the best alternatives to Zendesk, Zoho Desk stands out thanks to its ultra-complete omnichannel customer service. Email, telephone, social networks: everything is centralized in a single, fluid interface. The result: better organization, faster responses and, above all, happier customers.
The key features of Zoho Desk are :
- omnichannel management (email, calls, social networks, chat) from a single platform,
- intelligent automation to reduce repetitive workloads and speed up resolution,
- advanced analytics to monitor customer performance and identify areas for improvement,
- native integration with Zoho CRM (and other tools) for ultra-personalized service
- integrated knowledge base and community forums
- advanced customization of workflows, SLAs and notifications
Prices for Zoho Desk depend on the version selected, and range from €7 per month to €50 per month.
Help Scout
Help Scout
Help Scout is a serious alternative to Zendesk, designed for growing teams who want to maintain quality customer service without the burden of a complex tool. Less gas plant, more human: its clear interface, shared inboxes and Beacon widget make it a fluid solution for responding quickly, well and together. It is especially appealing to SMEs and start-ups who want functional, frictionless solutions.
Help Scout offers a range of features, including :
- shared inboxes to centralize exchanges and collaborate without duplication
- Beacon: integrated website support with self-help, live chat and intelligent forms
- automation (rules, workflows, tags) to save time and structure responses
- advanced reporting for headache-free performance monitoring
- a knowledge base to reduce ticket volumes
- integrations with Slack, HubSpot, Salesforce, etc.
In terms of pricing, Help Scout offers a free option for up to 50 contacts per month. For a more comprehensive version, the minimum monthly charge is €43.91.
Kustomer
Kustomer
Kustomer is a sophisticated alternative to Zendesk, designed for companies that want to go beyond simple ticket management. With its unified customer view, intelligent automation and high level of personalization, Kustomer transforms customer service into a true relational experience. It is particularly appealing to demanding teams in e-commerce, tech and premium services who seek to personalize every interaction without sacrificing efficiency.
Kustomer offers a range of functionalities, including :
- a 360° customer view to centralize all interactions on a single sheet,
- intelligent automation to prioritize and redirect requests efficiently,
- customizable workflows to adapt each process to the company's needs,
- advanced reporting to monitor support quality and optimize performance,
- native integration with Shopify, Salesforce, Slack and other business tools.
When it comes to pricing, Kustomer adjusts its prices according to your requirements.
Gorgias
Gorgias
Gorgias is the ideal alternative to Zendesk for small e-commerce businesses, especially those using Shopify. Specializing in deep integration with merchant platforms, Gorgias centralizes all customer exchanges in an intuitive interface. Beyond simple ticket management, it improves customer support efficiency and enriches the shopping experience. It will appeal to online stores looking to offer fast, personalized and frictionless service.
Key Gorgias features include
- native integration with Shopify, Magento and BigCommerce to access customer data in real time,
- automation rules to instantly handle frequent requests (order status, returns, etc.),
- chatbots to handle simple requests without human intervention,
- a unified view of channels (email, chat, social networks) so you never miss a request,
- pre-recorded answers to save time on repetitive tasks,
- detailed analyses to measure support efficiency.
Gorgias offers options starting at €43.91 per month, based on ticket volume. A flexible, scalable model, perfectly adapted to the changing needs of online stores.
Front
Front
Front is the agile alternative to Zendesk for teams who want to collaborate effectively around customer relations. By combining the simplicity of a shared mailbox with the power of a lightweight CRM, Front optimizes the management of multi-channel conversations while promoting teamwork. It is especially appealing to SMEs, customer services and sales teams who want to offer fast, coordinated and personalized responses.
Front is loved for its :
- shared inboxes for collaboration without duplication or loss of information,
- intelligent assignment of messages to the right agents,
- automation rules to organize and prioritize conversations,
- answer templates to save time on recurring questions,
- CRM integration with Salesforce, HubSpot and other business tools,
- performance tracking to analyze response times and customer satisfaction.
In terms of pricing, Front starts at €16.69 per user per month, with features that can be upgraded according to team needs. It's the ideal solution for those who value speed, fluidity and transparency in their customer support.
LiveAgent
LiveAgent
LiveAgent is positioned as a cost-effective alternative to Zendesk for companies wishing to offer comprehensive customer support without blowing their budget. With its integrated omnichannel management, robust ticketing system and live chat features, LiveAgent offers an excellent balance between extensive functionality and ease of use. It is particularly appealing to SMEs who want to centralize their communications without excessive complexity.
LiveAgent is recognized for :
- multi-channel management (email, live chat, telephone, social networks) from a single interface,
- a high-performance ticketing system for precise tracking of requests,
- ultra-fast live chat to engage site visitors in real time,
- a customizable knowledge base and customer portal,
- intelligent automations to assign, prioritize and respond faster,
- various integrations with WordPress, Shopify, Slack, and many others.
You'll need to pay a minimum of €13.18 per month for access to some of these tools.
HubSpot Service Hub
HubSpot CRM
HubSpot Service Hub presents itself as a prime alternative to Zendesk for companies looking to unify their customer service with their CRM. By integrating support directly into the HubSpot ecosystem, the tool facilitates a consistent, personalized approach to every interaction. It's the perfect solution for SMEs and SMBs who want to centralizetheir marketing, sales and support teams around a single platform.
HubSpot Service Hub offers a comprehensive set of features, including :
- a shared inbox to manage all communication channels in one place,
- a customizable ticketing system for efficient tracking of requests,
- a self-service knowledge base to reduce support workload,
- directly integrated customer satisfaction surveys (CSAT, CES, NPS),
- live chat coupled with intelligent chatbots for proactive assistance,
- detailed reports to monitor customer service performance,
- seamless integrations with the entire HubSpot suite and other market tools.
On the budget side, HubSpot Service Hub offers a free package for basic functionality. Paid plans start at €15 per month .
Kayako
Kayako
Kayako represents an interesting solution for companies that want to simplify and personalize their customer support without getting bogged down in overly complex tools. Its unified approach, which combines email, live chat, social networks and a customer portal, helps to streamline exchanges and deliver a consistent experience. Kayako is particularly well-suited to SMEs and teams looking for greater proximity and flexibility in their customer service.
Kayako provides a set of key functionalities, including :
- unified multi-channel messaging to track all customer conversations without losing information,
- an intelligent ticketing system to prioritize and resolve requests efficiently,
- integrated live chat to support visitors in real time,
- a self-service knowledge base to anticipate current needs,
- productivity-enhancing automations (allocation, escalation, notifications),
- analytical reports to monitor customer satisfaction and team efficiency.
In terms of pricing, Kayako offers on-demand packages.
Bonus: 3 lesser-known but highly effective alternatives
Crisp
Crisp
Crisp offers a simple, effective approach to customer service, combining live chat, collaborative messaging and conversational marketing in a single platform. Designed for SMEs and startups, the interface is modern, intuitive and designed to boost customer engagement.
Highlights include
- centralized multi-channel messaging (email, chat, Messenger, Instagram...),
- a no-code chatbot to automate routine responses,
- proactive messaging campaigns to convert more visitors,
- co-browsing to assist customers live on their screen,
- native integrations with Zapier, Shopify, WordPress and more.
On the price side, Crisp offers a free package for the basics, followed by paid plans starting at €95 per month. An excellent choice if you want responsive, conversion-oriented customer support.
Deskpro
Deskpro
Deskpro is designed for companies that need a powerful, highly customizable support center. Email, telephone, chat, social networks: everything is integrated into a single environment that prioritizes efficiency and automation.
What Deskpro offers :
- advanced ticket management across all channels,
- customizable knowledge base and self-service portals,
- intelligent workflows for assigning, escalating and automating tickets,
- multilingual support for international structures,
- open APIs for tailor-made integrations with your IT ecosystem.
Deskpro starts at €29 per month, in cloud or on-premise mode as required. Ideal for IT, education, healthcare and public administration teams.
Winter
Hiver
Hiver transforms your Gmail inbox into a true collaborative helpdesk. Ideal for teams who prefer to stay in their Google Workspace environment while gaining in organization and speed.
Here's what Hiver does for you:
- Ticket management directly from Gmail,
- conversation assignment without loss of information,
- statistics and SLAs to measure responsiveness and satisfaction,
- pre-recorded responses to standardize communications,
- automatic reminders to prevent tickets from being forgotten.
In terms of pricing, Hiver offers a free option, followed by more comprehensive versions starting at €16.69 per month. A minimalist solution, but a formidable one for email-first teams.
Comparison table: focus on the features of Zendesk alternatives
| Software | User types | Main strengths | 3 key features | Entry price |
|---|---|---|---|---|
| Freshdesk | SMEs, large enterprises | Excellent features/price ratio | Ticket automation, knowledge base, omnichannel | Free offer available |
| Intercom | Startups, SaaS, product teams | Real-time customer engagement | Live chat, intelligent bots, product onboarding | From €25.47 / month |
| Zoho Desk | SMEs with structured support teams | Integrated Zoho ecosystem | Multi-department management, customized SLAs, advanced reporting | From €7 / month |
| Help Scout | People-oriented SMBs | Simplicity and user experience | Shared inbox, integrated documentation, proactive messaging | Free offer available |
| Kustomer | Large companies, retail, e-commerce | 360° customer view | Customer timeline, omnichannel management, workflow automation | Price on request |
| Gorgias | E-commerce (Shopify, Magento, WooCommerce) | Advanced e-commerce integration | Autoresponders, e-com integrations, custom macros | From €43.89 / month |
| Front | Collaborative teams (support, sales, ops) | Advanced message collaboration | Shared box, team assignment, CRM integration | From €16.69 / month |
| LiveAgent | SMEs looking for an all-in-one solution | Excellent value for money | Live chat, ticket management, customer portal | From €13.18 / month |
| HubSpot Service Hub | Existing HubSpot customers | CRM-native and marketing integration | Knowledge base, chat, NPS/CSAT surveys | Free offer available |
| Kayako | Multi-channel companies, IT, SaaS | Seamless customer experience across all channels | Unified inbox, mobile support, integrated analytics | On-demand pricing |
| Crisp | Startups, VSEs, SaaS | Modern simplicity with all-in-one chat | Multi-agent chat, automated campaigns, knowledge base | Free offer available |
| Deskpro | Utilities, education, IT | Ultra-customizable and self-hosted possible | Multi-channel helpdesk, fine-grained permissions, full API | From €29 / month |
| Winter | Support teams in Gmail | 100% ticket management in Gmail | Assignments, internal notes, analytics in Google Workspace | Free offer available |
How do you choose the right customer support tool for your needs? Our 6 tips
Finding the ideal alternative to Zendesk isn't just a matter of comparing lists of features. It's about finding the tool that integrates naturally with your organization, your customers and your objectives. Here's a clear method for doing just that.
1. Clarify your real needs
Before diving into the comparisons, identify what's holding your customer service back today.
- Is it slow response times?
- Poor visibility of requests?
- Scattered channels?
Define your priorities: multi-channel, automation, personalization, CRM integration, etc. This will help you filter out relevant solutions.
2. Evaluate your communication channels
Do your customers mainly contact you by email, live chat, social networks or telephone? Make sure that the tool you choose effectively manages these channels and provides a seamless experience for your agents and customers.
3. Consider the user experience
A high-performance but complex tool can discourage your teams. Choose an intuitive interface, with a rapid learning curve, to maximize adoption and efficiency.
4. Analyze key features
Look for features that meet your specific needs: ticket management, knowledge base, automations, analytical reports, integrations with your existing tools, etc. Make sure the tool offers sufficient flexibility to adapt to changes in your processes.
5. Test before you commit
Take advantage of demonstrations or free trial periods to evaluate the tool in your real-life environment. Involve your teams in these tests to gather their feedback and ensure successful adoption.
6. Consult reviews and case studies
Feedback from other companies, particularly those in your sector, can provide valuable insights into the performance and reliability of the solutions you are considering. Look for case studies or testimonials to better understand the tool's impact on organizations similar to yours.
Find the best customer support solution
Choosing the right alternative to Zendesk is a powerful lever for improving the customer experience and accelerating your growth.
Rather than looking for "the perfect tool", focus on the one that fits your team, your customers and your ambitions.
Whether you rely on Freshdesk, Zoho Desk, Intercom, or Gorgias, each solution offers unique advantages for building responsive, human and efficient customer support.
So, are you ready to take action?
Assess your needs, test your options... and give your customer service department the means to make the difference!
Article translated from French