Complete customer support softwares such as Freshdesk have considerable amount of different features that complement each other in various aspects. They can solve all of your customer support demands. 

But when you use it for a while, you’ll perceive you won’t need many of these features. Why is that?

Well, Freshdesk was developed thinking about most of the possibilities a complex company might need and tried to specify everything into these features. But the question is: do your Helpdesk system need it all?

So if your Helpdesk doesn’t require this robust system, why don’t you go for simpler solutions? Their advantage include cheaper (sometimes free) price and, simpler interfaces and even quicker installations. 

When you think about everything you need — and most importantly, what you don’t need — your mind gains space to understand which solution will work best for you. You should consider every needed aspect for your company and which solution can solve it for the lower price, best functionality and most adaptability. 

What Freshdesk does is awesome, and if you need all features they provide, they might be the right solution for you and your company. Let’s talk about pricing: Freshdesk starts with a free plan, which is great to try them out and buy it later — in case their software works better for you, from $19 to $89 user/month.

There are other options, and what a Freshdesk alternative do might also be interesting for your business. Let’s see these options that you can install in less than 5 seconds:

Drag

Our software works directly from your Gmail Inbox and it doesn’t add any new logins/websites for your team! All you have to do is click on Install and Drag will instantly add a switch button to your Gmail, so you can start using all features right away.

This centralizes your work space, avoiding the act of switching between apps all day. It might seem small now, but this makes a big difference as time passes.

By doing so, we allow your team to learn faster and have less questions about what’s new. Basically we change everything, but we keep it visually the same.

It has a forever free plan, and 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.

Here are some other features you can add to your cards in a kanban board:

  • 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.

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. Groove also have a 30-day trial option.

Hiver

A Chrome Extension that allows teams to collaborate in Gmail, but it’s not specifically for Helpdesk purposes. You can use it and adapt work. Here are some features:

– Internal Communication: so your team doesn’t need to exchange emails internally all the time.

– Collaboration in Drafts: sometimes you and a peer need to work together when writing an email perfectly. It becomes possible with collaboration in drafts.

– Collision Alerts: if 2 people start working on the same email, it will send you an alert that this situation is happening, so you can solve the situation.

Price: 14-day trial. Premium plans start at $14/month, full features cost $34/month.

Helpscout

It offers a shared inbox, but specialized in Helpdesk support. Although you can still use their software for other purposes. Here some functionalities they offer:

– Saved Replies:  you don’t have to start your email from scratch every time, there are some templates ready to use.

– Tagging: tags help you finding information in a better and quicker way, so you don’t have to scroll infinitely to find specific information.

– Bulk Emailing: if you’re either prospecting, or helping many customers with the same problem, sending emails in bulk is quite useful to save time.

Price: 15-day trial. Plans start at $15/month, but is very limited. If you want to really use it, there’s a standard plan at $25/month. If you want to unleash all their features, price rises up to $40/month.

Conclusion

Freshdesk do have lots of functionalities. But as I always say, more isn’t always the best. You need to understand what is the best solution for your company and with the amount of resources you have (people, time, money).

As you read on this article, there are other softwares with the same principles which can be cheaper, faster and with new and different features. You should consider trying new alternatives, and so you’ll reach new paths.

Then, choose your alternative tool based on your specific context and priorities.

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.