Collaboration Tools

The 5 Freshdesk alternatives you should look at in 2020

By 15th June 2018 June 9th, 2020 No Comments
freshdesk alternatives

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, simpler 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 huge 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 just 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

Freshdesk alternativesDrag 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 teams 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 a great way for teams to organize and manage incoming customer requests directly from their inbox. Since all the emails arrive on a shared inbox 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 to learn 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 important things you have to perform;
  • Communicate in real time with team members on a live chat. And @mention them whenever you need.
  • Automate workflow with rules for repetitive tasks;
  • Monitor the performance of your support team with team reports and analytics.

Drag starts for free for small teams. But if you want to unlock its full power, there are 2 plans for either $29 / month or $99 per month for your whole team (no price per user). While many tools have a price per user, per month that is absolutely over this value.


Zendesk is incredible software, many people think about it first when they think about customer support. Because of its history, it’s quite important 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.


freshdesk alternativesWith 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.

Price starts at $12/month but doesn’t include live chat and other interactive features. For a more complete service price rise to $59/month.


Freshdesk alternative

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 website.

Pricing has only one plan. It costs $22/month/user and covers every feature they have.


dixaBy 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 really need. This first mindfulness moment will allow you to understand your company’s needs and only then you’ll be truly capable 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 simpler. 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.

Turn Gmail into a shared mailbox.

Drag turns Gmail into your Team’s Workspace – One single place to support customers, manage tasks and close deals, from the place teams love: Gmail. We are a Techstars-backed Company, trusted by 30,000 users around the World.

Try Drag for Free
Samantha Anacleto

Author Samantha Anacleto

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