10 alternatives to Zendesk for better customer support in 2025
Offering responsive and fluid customer support has become essential. Long touted as a safe bet, Zendesk has won over many businesses with its robust functionality. But let's be honest: between a sometimes cumbersome interface, costs that soar depending on the plan chosen, and limited customisation, more and more teams are now looking for a more agile alternative.
Changing tools 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 without turning into a gas factory.
That's what we've come up with in this article: 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 centralises customer support, sales activities and omnichannel engagement.
Thanks to its 7 complementary modules (Support, Chat, Guide, Talk, Gather, Explore, Sell) and its seamless integration with channels such as WhatsApp, Facebook and Twitter, Zendesk makes it possible to follow conversations without losing context. The user experience is designed to boost team productivity, improve customer satisfaction and reduce response times.
Zendesk
The Zendesk Sunshine suite, hosted on AWS, provides a unified, actionable view of customer data, while the Explore tool helps to drive performance through 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 in terms of flexibility,
- limited customisation.
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 practical 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 business wanting to use real-time chat solutions, which could see its monthly bill explode, proving difficult for a limited budget.
Complexity of use for small organisations
While its detailed functionality benefits larger organisations, smaller teams can often feel overwhelmed by the learning curve. Some advanced features require specialist training, delaying adoption and team effectiveness.
Limited flexibility
Businesses looking for customisable solutions may be disappointed by Zendesk's limited options. Adapting the platform to specific workflows or integrating external tools can be difficult. A company using an unconventional CRM, for example, could find it difficult to synchronise data between systems.
Multi-channel integration not suited to e-tailers
Although Zendesk allows for multi-channel integration, it can sometimes lack features specific to particular sectors. For example, e-commerce businesses frequently require integrations that are not always well supported by Zendesk.
This lack of compatibility can force businesses to rely on third-party services, increasing technical complexity and costs.
Inadequate multilingual support for multinationals
The limitations of multilingual support and the need for after-hours customer service can be problematic for international businesses. This limits Zendesk's ability to provide quality service to a diverse customer base in different parts of the world.
Top 10 alternatives to Zendesk: our comparison
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 Freshdesk |  Zoho Desk |  Hiver | Zendesk |  Intercom |  Help Scout |  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 Zendesk | Learn more about Intercom | Learn more about Help Scout | 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, from Freshworks, is a popular alternative to Zendesk for businesses that want to get straight to the point: a clear interface, a highly efficient ticketing system, and smooth management of requests - even high-volume requests. For SMEs and larger teams alike who want to professionalise their customer support without getting bogged down, Freshdesk is a safe bet.
It offers :
- Advanced ticket management: centralisation, prioritisation, automatic assignment, etc.
- Intelligent automation (rules, scenarios, escalations)
- Self-service knowledge base to reduce ticket volumes
- Customisable customer portal with integrated FAQ
- Reports 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 then range from €15 to €79 per month.
Intercom
Intercom
Intercom is an innovative alternative to Zendesk for businesses that want to capitalise on real-time customer engagement. With its conversational approach to support, ultra-powerful live chat and intelligent automations, Intercom facilitates more natural and personalised exchanges. It is particularly attractive to start-ups, scale-ups and SaaS companies that want to transform their customer service into a genuine growth driver.
Intercom offers a 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 their visit,
- a conversational bot to qualify requests and speed up resolution,
- an integrated help centre to reduce the burden on human support,
- advanced segmentation to personalise the experience according to user profile,
- rich integrations with Salesforce, HubSpot, Slack and over 300 other tools.
In terms of price, Intercom offers versions from around €25.47 per month, but costs can rise rapidly depending on the volume of users and the 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 centralised in a single, fluid interface. The result: better organisation, 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 an ultra-personalised service
- an integrated knowledge base and community forums
- advanced customisation of workflows, SLAs and notifications
Prices for Zoho Desk depend on the version selected, ranging 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 a high quality customer service without the complexity of a complex tool. Less of a gas factory, more human: its clear interface, shared inboxes and Beacon widget make it a fluid solution for responding quickly, well and together. It is particularly appealing to SMEs and start-ups who want functional, frictionless solutions.
Help Scout offers a range of features including :
- shared inboxes for centralising exchanges and collaborating without duplication
- a Beacon: integrated support on the website with self-help, live chat and intelligent forms
- automation (rules, workflows, tags) to save time and structure responses
- advanced reports to track performance without the headache
- 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, you will need to pay at least €43.91 per month.
Kustomer
Kustomer is a sophisticated alternative to Zendesk, designed for businesses that want to go beyond simple ticket management. With its unified customer view, intelligent automation and high level of personalisation, Kustomer transforms customer service into a truly relational experience. It is particularly appealing to demanding teams in e-commerce, tech and premium services who are looking to personalise every interaction without sacrificing efficiency.
Kustomer offers a range of features, including
- a 360° customer view to centralise all interactions on a single sheet,
- intelligent automation to prioritise and redirect requests efficiently,
- customisable workflows to adapt each process to the company's needs,
- advanced reporting to monitor support quality and optimise 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, particularly those using Shopify. Specialising in deep integration with e-commerce platforms, Gorgias centralises all customer exchanges in an intuitive interface. More than just managing tickets, it improves the efficiency of customer support and enhances the shopping experience. It will appeal to online shops looking to offer a fast, personalised and frictionless service.
The key features of Gorgias are
- Native integration with Shopify, Magento and BigCommerce to access customer data in real time,
- automation rules for instant processing of frequent requests (order status, returns, etc.),
- chatbots to manage simple requests without human intervention,
- a unified view of channels (email, chat, social networks) so you never miss a request,
- pre-recorded responses to save time on repetitive tasks,
- detailed analyses to measure support efficiency.
Gorgias offers options from €43.91 per month, based on the volume of tickets. A flexible, scalable model, perfectly suited to the changing needs of online shops.
Front
Front
Front is an agile alternative to Zendesk for teams who want to collaborate effectively on customer relations. By combining the simplicity of a shared mailbox with the power of a lightweight CRM, Front optimises the management of multi-channel conversations while promoting teamwork. It is particularly appealing to SMEs, customer services departments and sales teams who want to offer fast, coordinated and personalised responses.
Front is loved because it offers :
- shared inboxes for collaboration without duplication or loss of information
- intelligent assignment of messages to the right agents,
- automation rules to organise and prioritise conversations,
- response templates to save time on recurring questions,
- CRM integration with Salesforce, HubSpot and other business tools,
- performance tracking to analyse 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 companies that want speed, fluidity and transparency in their customer support.
LiveAgent
LiveAgent
LiveAgent is positioned as a cost-effective alternative to Zendesk for businesses that want to offer comprehensive customer support without blowing their budget. With its integrated omnichannel management, robust ticketing system and live chat capabilities, LiveAgent offers an excellent balance between extensive functionality and ease of use. It is particularly attractive to SMEs that want to centralise their communications without excessive complexity.
LiveAgent is renowned for :
- multi-channel management (email, live chat, telephone, social networks) from a single interface,
- a high-performance ticketing system for accurate tracking of requests,
- ultra-fast live chat to engage site visitors in real time,
- a customisable knowledge base and customer portal,
- intelligent automation to assign, prioritise and respond faster,
- various integrations with WordPress, Shopify, Slack and many others.
You'll need to pay at least €13.18 a month for access to some of these tools.
HubSpot Service Hub
HubSpot CRM
HubSpot Service Hub is a great alternative to Zendesk for businesses looking to unify their customer service with their CRM. By integrating support directly into the HubSpot ecosystem, the tool facilitates a consistent, personalised approach to every interaction. It's a solution tailored to SMEs and SMBs that want to centralisetheir 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 customisable ticketing system to track requests efficiently,
- a self-service knowledge base to reduce the 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 integration with the entire HubSpot suite and other tools on the market.
In terms of budget, HubSpot Service Hub offers a free plan for basic functionality. Paid plans start at €15 per month .
Kayako
Kayako
Kayako represents an interesting solution for companies that want to simplify and personalise 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 suited to SMEs and teams looking for greater proximity and flexibility in their customer service.
Kayako provides a range of key functionalities, including :
- a unified multi-channel messaging system to keep track of all customer conversations without losing any information,
- an intelligent ticketing system to prioritise and resolve requests efficiently,
- integrated live chat to support visitors in real time,
- a self-service knowledge base to anticipate current needs,
- automations to boost productivity (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 and effective approach to customer service, combining live chat, collaborative messaging and conversational marketing in a single platform. Designed for SMEs and start-ups, the interface is modern, intuitive and designed to boost customer engagement.
Its strengths include
- centralised multi-channel messaging (email, chat, Messenger, Instagram, etc.),
- a no-code chatbot to automate routine responses,
- proactive message 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 plan for the basics, followed by paid plans starting at €95 per month. An excellent choice if you want responsive, conversion-focused customer support.
Deskpro
Deskpro
Deskpro is designed for companies that need a powerful and highly customisable support centre. Email, telephone, chat, social networks: everything is integrated into a single environment that prioritises efficiency and automation.
What Deskpro offers :
- advanced ticket management across all channels,
- a knowledge base and customisable self-service portals,
- intelligent workflows for assigning, escalating and automating tickets,
- multilingual support for international organisations,
- open APIs for customised integration with your IT ecosystem.
Deskpro starts at €29 per month, in cloud or on-premise mode as required. Ideal for IT, education, health or public administration teams.
Winter
Hiver
Hiver turns your Gmail inbox into a real collaborative helpdesk. It's ideal for teams who prefer to stay in their Google Workspace environment, while improving organisation and speed.
Here's what Hiver does for you:
- Ticket management directly from Gmail,
- Assignment of conversations without loss of information,
- statistics and SLAs to measure responsiveness and satisfaction,
- pre-recorded responses to standardise communications,
- automatic reminders to prevent tickets being forgotten.
In terms of pricing, Hiver has a free option and then offers more comprehensive versions from €16.69 per month. A minimalist solution, but a formidable one for email-first teams.
Comparison table: focus on the features of the alternatives to Zendesk
| Software | Types of user | Main strength | 3 key features | Entry price |
|---|---|---|---|---|
| Freshdesk | SMEs, large companies | 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, customised SLAs, advanced reporting | From €7 / month |
| Help Scout | People-oriented SMEs | 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 | Automatic replies, 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 | Price on demand |
| Crisp | Start-ups, VSEs, SaaS | Modern simplicity with all-in-one chat | Multi-agent chat, automated campaigns, knowledge base | Free offer available |
| Deskpro | Public services, education, IT | Ultra-customisable 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 about comparing lists of features. It's about finding the tool that fits in naturally with your organisation, 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 is holding your customer service back today.
- Is it slow response times?
- Poor visibility of requests?
- Scattered channels?
Define your priorities: multi-channel, automation, personalisation, CRM integration, etc. This will help you filter out the relevant solutions.
2. Evaluate your communication channels
Do your customers mainly contact you by email, live chat, social networks or telephone? Make sure the tool you choose manages these channels effectively and provides a seamless experience for your agents and customers.
3. Consider the user experience
A powerful but complex tool can discourage your teams. Choose an intuitive interface with a fast learning curve to maximise adoption and efficiency.
4. Analyse the key features
Look for features that meet your specific needs: ticket management, knowledge base, automation, analytical reports, integration 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 environment. Involve your teams in these tests to gather their feedback and ensure successful adoption.
6. Read 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 impact of the tool on organisations 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 choose 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 the means to make a difference!
Article translated from French