Freshdesk is cool. If you want a robust and complete solution for your company’s helpdesk, they might be the one for you. However, even great solutions don’t fit everybody. Some companies need smaller software, more straightforward to use, and cheaper. Their product can be used for free — but with many limitations —, and prices can go up to $70/month/user. Freshdesk alternatives also exist in a vast number across the whole internet. There’s nothing as bad as an average software that looks good. The perfect solution for your company exists, you don’t know it yet.
Thinking about that, we have listed some companies you should have a look at before choosing what Helpdesk works best for your team. So let’s have a look at them.
Drag: the best Freshdesk alternative
Drag is the only solution that doesn’t add any new logins/websites/tabs for your team. It works straight from your Gmail Inbox. It’s the best of the Freshdesk alternatives for small groups that are looking for a simple Helpdesk solution.
Drag is a Shared Inbox that turns Gmail into collaborative Kanban boards. This means your emails can become tasks, that you can drag and drop between columns, and track all the stages of your workflow. It’s an excellent way for teams to organize and manage incoming customer requests directly from their inbox. Since all the emails arrive on a shared mailbox such as support@, it’s possible to know which ones have already been replied, and this avoids many mistakes while solving tickets as a team.
The fact that Drag works inside Gmail decreases drastically the time to be invested in learning a new tool. It also centralizes work, by allowing Helpdesk to be managed within the same space as emails and To-Dos.
Besides that, you have some other features that will help your workflow become smoother, such as:
- Delegate/assign tickets to team members;
- Add notes and set due dates to tickets, so you never miss anything important anymore;
- Collaborate on shared drafts before sending emails out;
- Create checklists inside your tasks, to track all the essential things you have to perform;
- Communicate in real-time with team members on a live chat. And @mention them whenever you need it.
- Automate workflow with rules for repetitive tasks;
- Monitor the performance of your support team with team reports and analytics.
Drag is available for free for individual Gmail users who wish more features on their email clients. If you’re part of a team, you can test Drag’s collaboration features on a free 14 day trial. After that, Drag costs $8 per user/month.
Zendesk is incredible software. Many people think about it first when they think about customer support. Because of its history, it’s quite essential to understand that Zendesk had more than a decade to learn from users and build from it.
Currently, their software is very robust — but at the same time very expensive. It’s worth it if your company needs every piece of help available because, in the end, it will still be more affordable.
However, for smaller companies, also smaller software tends to solve the problem and requires less investment.
We have talked about Zendesk before at Drag. If you want to know more about it, here are some useful links:
Pricing starts at $5/user/month but doesn’t include most features. To have access to the full power of Zendesk, the cost is $199/user/month.
With a specific User Interface and type projection, LiveAgent sells itself as a fast-solving software. They also have a knowledge base —a.k.a. FAQ —, which you can build inside the platform, allowing users to get a more integrated service.
The price starts at $12/month but doesn’t include live chat and other interactive features. For a full-service price rise to $59/month.
Groove works very well with both browsers and email clients. From your emails, you can access reports and tickets, making it easy to reach useful information right away.
An important feature provided is live chat, which makes work very handy, straight from your website, and social media — which are channels users look up in the first place. They also help you out with creating the FAQ on your site.
Pricing has only one plan. It costs $22/month/user and covers every feature they have.
By integrating the whole system in its platform, Dixa aims to minimize switching between apps. One cool feature is the Direct Routing. It directs your request to the ablest agent in that field available.
When it comes to channel, they’re available not only in email and chat but also for Calling. With all features together, they’re also able to integrate everything, making a seamless communication with clients.
Pricing starts at $15/month/agent, but if you want to have access to everything you might want to use their Pro plan, which costs $49/month/agent.
Before choosing Freshdesk alternatives that work best for you, please stop for a moment and think about what you need. This first mindfulness moment will allow you to understand your company’s needs, and only then you’ll be competent to solve them.
Also, keep in mind that your email won’t be able to do everything Freshdesk does, but it surely will make work faster and much more straightforward. By prioritizing simple processes, you can do much more for your customers, team, and company.
Then, choose your tool based on your specific context and priorities.