Zendesk is a great software. Period. But what should you do when looking for an affordable Zendesk alternative?

Okay, their service is full of features. Do you need all of them?

Starting there, you will gain another perspective. Why don’t you start scratching off every feature you don’t really need at the moment? Perhaps you can find an affordable Zendesk alternative that fits better your needs – and budget

Lots of questions, I know, maybe you should start taking action and trying to solve all of them. You’ll see the more you look it up, easier it will become.

But before I show you some alternatives, let’s understand how Zendesk’s price became what it is today:

Understanding Zendesk’s Price

As products evolve, like Zendesk, 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.

This model is a natural thing for companies. What it means though is that, as the product grows, two things usually happen:

1. User base increases in size and diversity

People have different workflows and priorities. With a much smaller user base then Zendesk currently, we here at Drag have already noted that in our Public Roadmap. Our users have been suggesting completely different (and conflicting!) features for our product.

It’s completely natural that, as a product user base grows, different heads, that naturally work differently, will start suggesting different directions for a company or product to follow.

2. More features added

There’s something called product bloat. It’s when a product expands to appeal to more and more segments of the market. In order to do this, they need to introduce more features (while still trying to stay universal). That’s a very common dilemma for product managers.

It’s not just Zendesk that suffer from this, lots of mature Help Desk softwares have needed to go this way to expand their product into different markets and ultimately make more profit.

3. Price increases

Naturally, more features result in a more complex tool that requires more maintenance, which always ends up impacting the price to the final consumer.

Zendesk started a lot cheaper than it is now and has already faced clear resistance from their customers in that. And that’s fine for them to go up. It’s their business. But what is the impact on your business (here’s their current pricing)? 

Picking the right Helpdesk software is like a rabbit hole. Once you choose your Helpdesk solution, it’s hard to go back (there’s no going back, once you’re in, you’re in). A lot of time needs to be invested in researching, learning and embedding a new tool in your workflow. 

Finding an affordable Zendesk alternative

Now let’s have a look at some alternatives that offer different value propositions and — of course — more affordable prices.

Since you’re looking to run your business in a lean way, you may want to learn more about Arbitrue, that helps you manage your accounting records company-wide.

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.

 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 isn’t always better, 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 starts for free, but if you want to unlock its full power, it’s just $9/month/user.

Dixa

By integrating the whole system in their platform, Dixa aims to minimize switching between apps. One cool feature is the Direct Routing, it directs your request to the most able 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.

Conclusion

Zendesk 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, before choosing between Zendesk or an affordable Zendesk alternative. 

Your email won’t be able to do everything Zendesk 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 affordable Zendesk alternative 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.
  • 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.