8 best freshdesk alternatives you should check out in 2025

Freshdesk has earned its place as one of the most widely used customer support platforms, trusted by businesses worldwide for ticket management, automation, and multichannel communication. Its ease of use and strong feature set make it a go-to for teams that want to streamline support without overcomplicating processes.

However, as support needs evolve, some companies find themselves looking beyond Freshdesk. Rising costs at scale, the need for deeper integrations, or preferences for a more flexible interface can push teams to explore other options. For startups, agencies, or enterprises with very specific workflows, the “one-size-fits-all” approach may no longer fit.

If you find yourself in this situation, this guide will walk you through the 8 best Freshdesk alternatives worth considering in 2025 - each with its own strengths, pricing models, and use cases.

What is Freshdesk?

Freshdesk is a customer support platform by Freshworks that combines AI agents and human agents to deliver faster, smarter resolutions across every channel. It offers tools for ticketing, live chat, voice, automation, and analytics—all in one unified platform.

Reasons why users love using Freshdesk

Freshdesk has built a strong reputation for being a reliable, intuitive platform that makes customer support easier to manage. Many users highlight how simple it is to get started and how quickly their teams adapt, making it a popular choice for businesses that need to scale support without adding complexity.

Here are the benefits customers appreciate most:

• Ease of use: A clean, intuitive interface that streamlines client interactions and boosts productivity.

• Collaboration tools: Dashboards, metrics, and tracking features that make it easy for teams to stay aligned.

• Efficient ticket tracking: Reliable systems for monitoring requests in real time and keeping response times low.

• Automation: Smart workflows that reduce repetitive tasks and simplify ticket management.

Why users look for Freshdesk alternatives

While Freshdesk delivers strong value for many teams, some users encounter challenges that push them to evaluate other platforms. These issues often stem from limitations in customization, integrations, and ticketing functionality that affect efficiency at scale. For B2B companies in particular, the lack of a Slack-native experience makes day-to-day support operations more fragmented and harder to manage.

The most common reasons users explore alternatives include:

• No Slack-native experience: For modern B2B support teams that rely heavily on Slack, Freshdesk requires workarounds and external connectors. This gap makes it difficult to centralize support where customers and internal teams already operate.

• Limited integrations and features: Users often find that Freshdesk lacks deeper integrations and advanced ticket management capabilities required for complex support structures.

• Ticketing issues: Problems like duplicate tickets, restrictions on deleting or closing tickets, and workflow disruptions can slow teams down.

• Customization constraints: Branding, reporting, and analytics tools provide less flexibility than expected, limiting personalization and insights.

Top 8 Freshdesk alternatives: Overview

1. Thena - Best for B2B teams

Thena is built from the ground up for modern B2B support, unifying Slack, email, MS Teams, and web chat into one streamlined ticketing window. Unlike Freshdesk, which was designed primarily for SMB help desks, Thena caters to fast-moving B2B environments where customer issues often start in chat. Its AI copilot and automation engine help teams route, triage, and resolve tickets instantly, cutting down on repetitive work while keeping customer context intact.

Key features:

• Native Slack, email, chat, and MS Teams integrations for seamless ticket creation.

• An AI copilot that auto-triages, applies fields, escalates, and manages repetitive tasks.

• Team boards, role-based routing, and SLA enforcement to keep workflows structured.

• Account-centric views for B2B customer context across channels.

• AI Knowledge base and branded help centers to consolidate support content.

• Real-time insights into performance, trends, and customer satisfaction.

Thena’s pricing: Thena’s pricing is designed to scale with your team’s needs, and AI comes built in at every level. The Free plan ($0/user/month) supports up to 10 users and 1,000 tickets/month with Slack and email integrations, account management, and two branded help centers—ideal for small teams wanting to try AI ticketing without risk.

The Standard plan ($79/user/month, billed annually) unlocks advanced features like AI web chat, AI-powered workflows, MCP, APIs, and the AI Agent Studio, making it a fit for scaling support teams. For larger organizations, the Enterprise plan (custom pricing) adds MS Teams, enterprise APIs, enterprise security, and fully custom AI agent deployments tailored to complex B2B environments.

👉 Explore our Thena vs. Freshdesk guide for a side-by-side look at features like AI automation, ticket management, and customer channels.

💬 What users think about Thena: 

“What I appreciate most about Thena is its ability to integrate Slack support into our existing ticketing system without disrupting our established technical support workflows. This integration has allowed us to unlock an additional support channel we could offer to our customers and provide an enhanced customer support experience. The bi-directional integration between Slack and our ticketing system enables our customers to receive timely assistance without leaving Slack, while our technical support team can provide this support while working within existing processes.” – Jessica C. via G2.

2. Zendesk - Best for enterprise support teams

Zendesk is a powerhouse in customer support, tailored for large and complex organizations. It offers AI-driven automation, omnichannel support (including advanced voice and IVR), and robust analytics to help teams resolve issues faster. Unlike Freshdesk, which focuses more on SMBs, Zendesk delivers the scalability and flexibility enterprises need. Best for enterprise support teams looking for an all-in-one solution to manage high-volume, multi-channel support.

Key features: 

• Omnichannel support across email, chat, voice, and social channels.

• AI-powered agents, copilots, and workflow automation to speed resolutions.

• Advanced reporting, analytics, and dashboards for data-driven support.

• Integrated ticketing system with self-service knowledge base and community forums.

• Enterprise-grade security, compliance, and scalability for global teams.

Zendesk pricing:

Zendesk’s Customer Service plans span four tiers. Support Team ($19/agent/month, annual) covers email ticketing, macros, and basic automations. Suite Team ($55) adds AI agents, live chat, and phone support. Suite Professional ($115) brings advanced reporting, CSAT surveys, and skills-based routing. Suite Enterprise ($169) unlocks approval workflows, sandboxing, and custom roles.

For Employee Service, pricing starts at $55/agent/month, with omnichannel support, a help center, and AI agents. Higher tiers ($89–$169) add approvals, advanced automations, workforce add-ons, and real-time analytics—designed for enterprises streamlining internal support.

💬 What users think about Zendesk: 

“One of the key advantages of the Zendesk Support Suite is that it brings together all of Zendesk’s core products Support, Guide, Talk, and Chat, into one comprehensive package.” – Jahn B. via G2.

3. Zoho Desk - Best for small businesses on a budget

Affordable and flexible, Zoho Desk combines omnichannel ticketing, AI-powered assistants, self-service portals, and built-in analytics. With 200+ integrations and a customizable workspace, Zoho Desk is ideal for growing companies that need scalability without enterprise-level costs. Best for small to mid-sized businesses seeking an affordable, AI-driven support solution.

Key features:

• Omnichannel ticketing across email, chat, social, and voice.

• Zia AI assistants for sentiment analysis, guided replies, and automation.

• Self-service portals and a knowledge base to reduce ticket volume.

• Built-in analytics and dashboards for real-time performance insights.

Zoho Desk pricing: Express ($7/user/month billed annually) includes email, social, workflows, and ticket history. Standard ($14) adds a knowledge base, generative AI, and customer ratings. Professional ($23) brings telephony, multi-department, and multilingual support. Enterprise ($40) unlocks Zia AI, Answer Bot, live chat, and sandboxing.

💬 What users think about Zoho Desk: 

"We've had a great experience using Zoho Desk to manage our customer support operations. The platform is intuitive, reliable, and packed with features that make handling support tickets efficient and stress-free." – Roy via G2.

4. Intercom - Best for chat-first, proactive support

Intercom positions itself as a chat-first, proactive support solution, built around its Fin AI Agent and modern helpdesk suite. The helpdesk equips teams with AI copilots, contextual ticketing, and advanced analytics to maximize productivity and ensure continuous improvement. Intercom is best for chat-first, proactive support teams that want AI and human workflows tightly connected in one platform.

Key features: 

• AI Copilot assists human agents with troubleshooting, translation, and faster resolutions.

• Modern helpdesk with contextual ticketing, macros, and seamless handoffs.

• Omnichannel support across chat, email, social, and help center.

• Advanced reporting and AI insights for continuous optimization.

Intercom pricing: Essential ($29/seat/month billed annually + $0.99 per Fin resolution) includes Fin AI Agent, Messenger, and shared inbox. Advanced ($85) adds workflow automation, round robin assignment, and multilingual Help Center. Expert ($132) includes SLAs, SSO, HIPAA support, and multibrand features. Fin AI Agent can also be purchased standalone at $0.99 per resolution (50 minimum).

💬 What users think about Intercom: 

"Great software to use in the customer service section of businesses. It reduces the time and resources spent. Easy to use, with enough options to cover everything." – Julian O. via Capterra.

5. Help Scout - Best for human-centric, team inbox support

Designed around a human-first approach, Help Scout combines a shared team inbox, intuitive workflows, and integrated AI tools that support, not replace, personal interactions. It brings email, chat, and messaging together in one clean platform, helping teams stay organized and collaborative without unnecessary complexity. Affordable and easy to adopt, Help Scout is best for businesses that value human-centric support over enterprise-heavy systems.

Key features:

• Shared team inbox with collision detection and multiple inboxes.

• Integrated AI for drafting, summarizing, and translating replies.

• Beacon support widget with live chat, self-service, and customer portal.

• Reporting and analytics to track response times, volumes, and team performance.

Help Scout pricing: Free ($0/month) includes inbox, Docs knowledge base, AI drafts, and basic reporting. Standard ($25/month billed annually) adds multiple inboxes, advanced reports, surveys, and integrations. Plus ($75/month billed annually) includes Salesforce/Jira apps, custom fields, advanced workflows, and team features.

💬 What users think about Help Scout: 

"The shared inbox keeps all client conversations organized in one place, and the HubSpot integration automatically adds context to every interaction. Saved replies make it easy to respond quickly and consistently, and having the Knowledge Center built into the same platform makes supporting clients even easier." – Marcelo H. via G2.

6. LiveAgent - Best for real-time chat and ticketing

Built for speed and accessibility, LiveAgent combines real-time live chat, a powerful ticketing system, and a built-in call center in one platform. Its AI chatbot, knowledge base, and social media integrations help teams resolve queries faster while keeping support personal. With 130+ features and 200+ integrations, it’s best for real-time chat and ticketing across growing support teams.

Key features: 

• Real-time live chat with proactive invitations and visitor monitoring.

• An advanced ticketing system that unifies email, chat, social, and calls.

• Built-in call center with IVR, call routing, and unlimited recordings.

• AI chatbot and knowledge base for self-service and workload reduction.

LiveAgent pricing: Small Business ($15/agent/month billed annually) includes ticketing, live chat, and knowledge base. Medium Business ($29) adds call center, reports, and SLAs. Large Business ($49) includes SSO, custom roles, and social integrations. Enterprise ($69) offers priority support, account management, and advanced integrations.

💬 What users think about LiveAgent:

"LiveAgent helps us conduct real-time interviews and surveys, providing instant feedback and insights. This is useful for understanding customer needs and preferences, enabling us to improve our services. Additionally, it helps build and maintain strong ties with our customers and stakeholders." – Peter K. via Capterra.

7. HubSpot Service Hub - Best free Freshdesk alternative

Backed by HubSpot’s unified CRM, Service Hub connects support with marketing and sales data for a seamless customer experience. It offers a free plan with ticketing, shared inbox, and reports, making it the strongest free alternative to Freshdesk. Teams can scale with AI-powered agents, omni-channel messaging, knowledge base tools, and customer success workspaces as they grow. Best for businesses seeking a free yet scalable customer service platform that ties directly into their broader growth stack.

Key features: 

• Free plan with ticketing, shared inbox, reports, and contact management.

• AI-powered agents for automated resolutions and proactive support.

• Omni-channel messaging across email, chat, and phone with call tracking.

• Knowledge base, customer success workspace, and feedback surveys (NPS, CSAT).

HubSpot Service Hub pricing: Free ($0/month) includes ticketing, inbox, and live chat. Starter ($9/seat/month billed annually) adds automation, routing, and scheduling. Professional ($90/seat/month) includes knowledge base, customer portal, and feedback surveys.

💬 What users think about HubSpot: 

"What I like best about HubSpot Service Hub is the Reporting & Dashboards, which provide clear visibility into ticket volume, response times, and agent productivity." – Sashanna V., via G2.

8. Chatwoot - Best for open-source flexibility

Built for businesses that want full data control, Chatwoot is an open-source alternative to Freshdesk. It offers AI-powered automation, omnichannel messaging, and a customizable knowledge base, while its AI agent Captain streamlines responses and translations to cut ticket volume.

Key features:

• Captain AI agent for automated responses, smart suggestions, and translations.

• Omnichannel support across email, chat, social, and messaging apps.

• Customizable knowledge base with AI-powered search and multi-portal options.

• Open-source, self-hosted architecture with full data ownership and SOC 2 compliance.

Chatwoot pricing: Hacker ($0/agent/month) supports up to 2 agents for free. Startups ($19/agent/month) is built for small teams ready to scale. Business ($39/agent/month) adds advanced features for larger operations. Enterprise ($99/agent/month) provides premium support and customization for complex needs.

💬 What users think about Chatwoot:

"Chatwoot is a wonderful tool for customer engagement. It is very easy to use and very responsive. It provides a really good platform to manage all the customer support problems in one place. The customer support team is also very good, and they respond to queries fast. The overall integration of the tool with day-to-day usage helps the organisation to grow fast." – Aman G. via G2.

Which Freshdesk alternative is the best for you?

The right choice depends on your team’s size, budget, and priorities, whether that’s affordability with Zoho Desk, open-source flexibility with Chatwoot, or enterprise scalability with Zendesk. But if you’re looking for a modern, AI-driven solution that fits naturally into the tools your B2B team already uses, go for Thena.

Thena streamlines support where collaboration already happens. Backed by enterprise-grade security and flexible integrations, it’s the best Freshdesk alternative for fast-moving B2B teams that want customer support built directly into their workflows.

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FAQs

1. What is the best Freshdesk alternative for B2B teams?

The best choice for B2B teams is Thena. It integrates directly with Slack and MS Teams, uses AI to detect and triage tickets, and provides account-centric views for better customer context, making it ideal for fast-moving teams. Unlike Freshdesk, it’s purpose-built for modern B2B collaboration where customer conversations often begin inside workplace chat tools.

2. Are there free or budget-friendly alternatives to Freshdesk? 

Yes. Thena offers a free plan with up to 10 users and 1,000 tickets per month, making it perfect for smaller teams just starting with AI-driven ticketing. For a budget-friendly paid option, Zoho Desk starts at only $7 per user monthly, offering strong automation features, scalability, and integrations that help growing businesses manage support effectively without overspending.

3. Are there open-source alternatives to Freshdesk? 

Absolutely. Chatwoot is a secure, self-hosted alternative that gives you full control over your data while offering AI-powered automation, omnichannel support, and a customizable knowledge base. It’s open-source, highly flexible, and well-suited for teams that prioritize privacy, transparency, and flexibility. With Chatwoot, you also gain the advantage of community-driven improvements and frequent feature enhancements.