There aren’t as many complete customer support softwares as Freshdesk around there. It has a considerable amount of different features that complement each other in various aspects.

Small companies are always looking for the best cost/benefit solution, and there’s no blame on that. If there’s anything we can do to minimize costs, we will at least try it.

On the other hand, we don’t want to get rid of quality, and when the subject is Helpdesk, Freshdesk is a great software.

But what should you do when looking for a Freshdesk alternative which is better suited for small companies?

Their service has lots of features. Which ones do you need?

Starting there, you’ll regain perspective. Scratch off every feature you don’t really need at the moment and make a list of what is really important for your company.

Freshdesk: is it for small companies?

As products evolve, like Freshdesk, their feature sets also increase and in turn they can command a higher price point for their product. In other words, as they improve their product, they increase pricing and it costs you more.

Of course they have smaller plans with less features, but because it belongs to the same system, it feels like you’re missing tools, and the software will always try to sell you more.

Small companies: what do they look for in a helpdesk tool?

On the other hand, there are aspects for smaller businesses that are truly important:

Agile: bigger companies tend to get slower as they grow, and it keeps gradually more difficult to maintain a personal relationship with their user base. Smaller softwares tend to offer a better customer support, be updated more frequently and be more personal to its customer, making its users feel listened more often. The whole relationship developed feels closer with smaller companies;

Intuitive: small companies don’t have the time to learn a complex tool. Instead, they need tools that are quick and obvious. Thus making work more affordable for everyone. As your team increases, new people need to get onboard right away;

Simple: you potentially don’t need every feature Freshdesk offers, but the features you need, you really need them. It’s quite important to have the essential, but it has to work properly. If you choose simpler softwares, you should want – and need – everything they have for you.


What are the best Freshdesk alternatives for small companies?

Drag

Our software is the only one that doesn’t add any new logins/websites for your team. It works straight from your Gmail Inbox.

By doing so, we allow your team to learn faster and have less questions about what’s new. We also centralize work, because we have Helpdesk boards inside your email. Basically we change everything, but we keep it visually the same.

Drag starts for free, but if you want to unlock its full power, it’s just $9/month/user. We believe that simple solutions make everything better for both sides because they decrease the amount of new information you need to learn something new.

Lots of features isn’t always the best, so you have to really understand what works best for your company by thinking about what you really need.

You can add labels to your cards, so every task belongs somewhere. Here are some other features you can add to your cards:

  • Delegation of tickets; 
  • Customer info, such as phone number and company;
  • Progress bar;
  • Due dates;
  • Checklists; 
  • Internal notes.

All of it. Right into your Gmail team inbox. Drag is freemium and has a forever-free version for small teams, including kanban boards with drag’n’drop functionality to organize enquiries. If you want extra feature, it has also paid versions starting from $3/month, that you can find here. It should definitely be on your list of Freshdesk free alternatives to try. 

LiveAgent

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.

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

Groove

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 in your website.

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

Conclusion

Freshdesk is awesome, but do you need it all? Other softwares start from the same base and change the game in their own way.

As I said before, it is crucial to understand your needs and how much resources (time, people and money) you have available to spend invest on it.

Lastly, check Drag out to see if a Shared Inbox, in Gmail, in a Kanban format fits your needs. Maybe it does 🙂

Learn how to Transform your Business with Shared Inboxes by downloading our Ebook!

What you’ll learn inside Drag

Starting now, we’re aiming to share what our plans are, how we’re doing and what lessons we’re learning along the way.

You’ll get:

  • Just like this article, you’ll get real-time updates on what’s happening, what’s working and how it feels in a startup.
  • Quick videos explaining quick wins and how to grow your business
  • Live Instagram updates. Real-time stories of what’s happening

What now?

This is our attempt at sharing everything. It’s as simple as that You don’t have to be a customer to follow us.