Zendesk alternative

Key Zendesk painpoints an alternative tool may overcome

Zendesk is a powerful Helpdesk solution, with lots of features that can work for almost any kind of specific demand. It might sound quite hard to overcome it, however, some Zendesk pain points make it possible for other alternatives to be better suited for specific companies.

So how can something possibly be better than that?


Simply by having less.

Most smaller companies don’t need that much information and resources. For them, a Helpdesk like Zendesk is just too much. The more degrees of freedom you add to your work that is not required by your team, the less effective your team tend to be. It’s like the Paradox of Choice (The Paradox of Choice – Why More Is Less is a 2004 book by American psychologist Barry Schwartz. In the book, Schwartz argues that eliminating consumer choices can greatly reduce anxiety for shoppers).

Another important aspect is pricing. A more robust structure is usually followed by an increase in prices. This means not only your team may be adding features that are not required, but also pay for them – unnecessarily. Some companies just can’t afford Zendesk’s price, so simpler solutions will also come with smaller prices, which is great.

Let’s have a look at what else an alternative should have:

Zendesk needs time to be learned

Because it has lots of features, it demands a whole lot of resources time and people — to understand Zendesk 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 to something you already have — solve the problem and demand almost nothing.

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Zendesk has a lot of information

Zendesk 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 of the long-term. What’s easy to make you stick longer.

Zendesk is expensive

Another pain point for sure is the pricing. Some people might not see it as an issue in the first place, but paying a lot for something that doesn’t work perfectly is bad.

Fortunately, there’s plenty of other solutions in the market, all your company has to do is have a look at them and decide which one works best.

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Our alternative: Drag

Our alternative won’t add new logins/websites for your team. It works straight from your Gmail Inbox. This is a Zendesk pain-points killer, and it has so much more.

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 $3/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;
  • Checklists;
  • Internal notes.

All of it. Right into your Gmail team inbox.

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Although its awesome software, Zendesk pain points must be in the equation. No product works for everyone. Other software start from the same base and change the game in their own way.

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.
  • 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.

Samantha Anacleto

Author Samantha Anacleto

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