Freshdesk alternative

What essential features does a Freshdesk alternative need?

By 30th June 2018 June 25th, 2019 No Comments

Massive tools are quite difficult to overcome. Their alternatives must have essential features that weren’t possible or available before. Freshdesk is a powerful competitor, with lots of different functionalities that can work for any kind of specific demand.

So how can something possibly be better than that?

Well, by simply having less.

Mostly, smaller companies don’t need that much information and utilities. For them, an alternative such as Freshdesk might be just too much. They’ll probably get lost among so much information and just won’t be as effective as they could be.

Sometimes overlooked, another important aspect is pricing. Smaller companies can’t always afford Freshdesk’s price, so simpler solutions will also come with smaller prices, which is great.

Let’s have a look at what else any good alternative must have:

They should be easy to learn

Because it has lots of features, it demands a whole lot of resources — time and people — to understand Freshdesk properly. Smaller companies can’t afford to have some team members to stop their work and learn a very complicated tool.

In opposition to that, simpler tools — especially the ones that can be integrated into something you already have — solve the problem and demand almost nothing.

They should be visually appealing

Freshdesk is pretty, but the amount of information makes it hard to read instantly. An alternative should have a much smaller information density and be easy to see.

Intuitiveness might be taken for granted for companies, but it’s very important to think about it when you think about the long-term. What’s easy make you stick longer.

Alternatives should keep it collaborative

One thing you can’t live without is a collaborative environment. Whether you work with more people or not, at some point you will need to share information with a team member. Tools that provide it are many steps ahead because they understand how much it changes when you can work together.

Besides that, there are many other features people expect from their helpdesk software, such as:

 Automation of the process, making it easy to reply to customers;

Delegation and management of tasks, from end to end, in real time;

 Visual look of the whole process and segmentation of tickets per stage;

 Shared view and collaboration for teams;

 Easy access to key user information such as Company name or telephone number;

 KPIs tracking, such as time to response or service rating.

Does Drag have it?

When you think about all features people want from a Helpdesk software, you probably will wonder “Is it possible to work straight from email?”.

The answer is: YES!

Our software 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 fewer 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.

Most features aren’t always better, so you have to really understand what works best for your company by thinking about what you really need.

The fact that Drag works inside Gmail decrease drastically the time to be invested to learn about a new tool. It also centralizes work, by allowing Helpdesk to be managed within the same space as emails and To Dos.

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;
  • Reminders;
  • 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 inquiries. If you want the 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.


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

Sometimes companies think they’re doing the best decision by choosing the biggest software, but when the amount of features is too much, sometimes all you need is less.

Stop and think about what your company needs and if it is that much really. After scratching off the things you can live without it becomes easier to find the right solution.

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.
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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.


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