Are you on the hunt for a viable Zendesk alternative that can bring a fresh perspective to your IT Service Management (ITSM) strategy? Your search ends here!
The choice of the right platform can make all the difference your IT department. In this blog post, we'll introduce you to the best alternatives to Zendesk. Discover how they stands out in terms of user interface, customization, and more as we embark on a comprehensive ITSM tools comparison.
What is Zendesk?
Zendesk Inc. is a software development company specializing in customer service solutions delivered via a software-as-a-service (SaaS) model. it offers three key products: Zendesk for Service, Sunshine Platform, and Zendesk for Sales. For the purpose of this article, we will focus on the former.
Zendesk for Service is a robust solution designed to cater to the demands of IT Service Management within organizations. It provides organizations tools for one-on-one customer interactions, predictive analytics for common customer inquiries, data gathering, customer engagement, and insights.
In addition, it's relevant to note that it operates globally in various regions, including Europe, Asia Pacific, Latin America, and North America.
Zendesk pros and cons
Zendesk's strong suite include a strong emphasis on predictive analytics and data-driven insights, as well as a focus on both reactive and proactive customer service solutions.
However, it also has some disadvantages that you should consider — and that might have brought you here:
- Zendesk has a steep entry-level price that might be too expensive, especially for small businesses.
- It offers limited customization on lower teams, and comes with additional costs for full features.
- Its user interface might be difficult to configure.
- Zendesk limits extensive customization to its Enterprise tier.
9 Zendesk Alternatives
1. InvGate Service Management
InvGate Service Management Demo
Freshdesk
Freshdesk is a cloud-based customer support solution developed by Freshworks. While it began as a tool for external customer service, it also offers features to support internal IT help desk teams. Known for its user-friendly interface and quick setup, it integrates with many popular platforms.
Freshdesk features
- Omnichannel ticketing (email, chat, phone, social).
- SLA management and ticket automation.
- Self-service portal with a built-in knowledge base.
- Integration with collaboration tools like Slack and MS Teams.
Freshdesk pros and cons
Pros:
- Easy to use and quick to deploy.
- Strong integration ecosystem.
- Modular pricing for different use cases.
Cons:
- Limited ITIL support compared to purpose-built ITSM tools.
- Reporting features may require upgrades for full access.
Freshdesk pricing details
Offers a free tier with basic features. Paid plans start at a per-agent rate and scale based on automation, reporting, and customization options.
Freshdesk user reviews and ratings
Users appreciate the intuitive UI and responsive customer support. Ratings typically fall between 4.2 and 4.6 on major review platforms.
"One of the standout features of Freshdesk is its intuitive and user-friendly interface. It is easy to navigate, and the ticketing system is efficient, making it simple to manage and prioritize customer queries. While Freshdesk offers many robust features, reporting customization can be somewhat limited."
User review from G2, Software Support Consultant
Zoho Desk
Zoho Desk is a cloud-based help desk platform created by Zoho Corporation. It's part of the Zoho suite, making it a convenient option for companies already using Zoho tools. It supports both customer service and internal IT support use cases.
Zoho Desk features
- Context-aware ticketing with built-in AI suggestions.
- Customizable SLAs and workflows.
- Multi-brand help centers.
- Integrates natively with Zoho CRM, Analytics, and third-party apps.
Zoho Desk pros and cons
Pros:
- Strong value for the price.
- Easy to integrate with Zoho ecosystem.
- AI-powered insights available in higher tiers.
Cons:
- UI can feel dated in some areas.
- Limited out-of-the-box ITSM practices.
Zoho Desk pricing details
Free version available. Paid plans start at a low per-agent rate, with more advanced automation and analytics in premium tiers.
Zoho Desk user reviews and ratings
Customers note affordability and customization flexibility. Ratings generally range from 4.3 to 4.6.
ServiceNow
ServiceNow is an enterprise platform known for its robust ITSM capabilities. It was developed to centralize service workflows across IT, HR, and other departments. Often used by large enterprises, it supports complex processes and offers a wide range of modules beyond ITSM.
ServiceNow features
- Incident, problem, and Change Management.
- CMDB and asset tracking.
- Workflow automation with no-code tools.
- Integration with enterprise software like SAP and Oracle.
ServiceNow pros and cons
Pros:
- Highly customizable.
- Strong ecosystem of apps and partners.
- Scalable for global enterprises.
Cons:
- High cost and long implementation times.
- Requires experienced admins for ongoing configuration.
ServiceNow pricing details
Pricing is not public and usually involves custom quotes. Costs are based on the number of users and selected modules.
ServiceNow user reviews and ratings
Praised for its depth and flexibility, but users often mention complexity and cost. Ratings range from 4.1 to 4.5.
"ServiceNow's IT Service Management is second to none in terms of configurability. You can make anything happen with the right resources and indefinitely expand the platform to meet your needs. With great flexibility comes complexity. If you do not have enough ServiceNow resources either through partnership with is almost required or developer resources you cannot really fully leverage the platform to the fullest extent."
User review from G2
Jira Service Management
Jira Service Management is developed by Atlassian and built on top of the Jira platform. It’s widely adopted by software development and DevOps teams, but it also serves general IT support needs.
Jira Service Management features
- Integration with Jira Software for issue tracking.
- ITIL-certified workflows for Incident and Change Management.
- Custom queues and SLAs.
- Native support for Atlassian tools like Confluence.
Jira Service Management pros and cons
Pros:
- Seamless collaboration with dev teams.
- Flexible configuration through custom fields and workflows.
- Affordable for small teams.
Cons:
- Not ideal for non-technical users.
- Limited Asset Management unless using third-party plugins.
Jira Service Management pricing details
Free plan available for up to 3 agents. Paid tiers offer ITSM-specific features and scale with user count.
Jira Service Management user reviews and ratings
Popular among tech-heavy teams. Ratings range from 4.3 to 4.7, especially strong when paired with other Atlassian tools.
"Overall, it is a sufficient platform for Service Management and excels in Software Development teams, however the rate of implementation of necessary features for Service Management is extremely slow (years) for simple changes, and then new features/initiatives are rolled out in a haphazard way that typically requires upselling to Premium features."
User review from Gartner, IT Associate
ManageEngine Service Desk Plus
ManageEngine, a division of Zoho Corp, offers a suite of IT management tools. ServiceDesk Plus is its main ITSM product, available in both cloud and on-premise versions. It’s often chosen by organizations that require strong ITIL support with local deployment.
ManageEngine features
- Incident, problem, change, and Asset Management.
- CMDB capabilities with relationship mapping.
- Native remote support tools.
- On-premise, cloud, and MSP editions available.
ManageEngine pros and cons
Pros:
- Strong ITIL alignment.
- Flexible deployment options.
- Affordable for mid-size organizations.
Cons:
- UI can feel dated.
- Some modules require separate licensing.
ManageEngine pricing details
Offers different editions with tiered features. Pricing is available on request and varies by deployment type.
ManageEngine user reviews and ratings
Recognized for functionality and affordability. Ratings generally sit around 4.2 to 4.5.
"Manageengine Servicedesk Plus is basically cloud based tool, which is easy for usage. The maintenance of the server is getting reduced. It is multiple features which we can utlise and cater to all the service requests and workflows. The implementation is little bit complex, but if we do it in a proper way, it works marvelous."
User review from G2, Senior Executive
SysAid
SysAid is an ITSM tool focused on automating service workflows. Based in Israel, it supports mid-size organizations and offers both cloud and on-premise deployments. Known for its flexibility and automation features.
SysAid features
- Incident and request management with automation rules.
- Built-in Asset Management.
- Remote control and patch management tools.
- Self-service portal with knowledge base.
SysAid pros and cons
Pros:
- Strong automation capabilities.
- All-in-one tool for IT operations.
- Available in multiple deployment modes.
Cons:
- UI could be more modern.
- Limited integrations outside core IT systems.
SysAid pricing details
Quotes provided on request. Pricing depends on the number of users and deployment model.
SysAid user reviews and ratings
Users appreciate its automation engine and customization. Common ratings fall between 4.1 and 4.4.
TOPdesk
TOPdesk is a Dutch ITSM solution designed for IT, facilities, and HR teams. It offers cloud and on-premise options, with a focus on usability and modular setup. Popular in Europe and higher education sectors.
TOPdesk features
- Incident and request handling.
- Knowledge base and self-service portal.
- Change calendar and planning boards.
- Integrations with identity management and ERP systems.
TOPdesk pros and cons
Pros:
- User-friendly for both agents and end users.
- Transparent modular pricing.
- Good customer support.
Cons:
- Limited third-party integrations.
- Some processes can feel rigid.
TOPdesk pricing details
Pricing depends on modules selected and number of agents. Offers scalable packages for different departments.
TOPdesk user reviews and ratings
Users praise its ease of use but usually find it has limited features. Ratings generally range between 4.2 and 4.6.
"Well layered servicedesk tooling that can be used by customers. The Self Service Portal helps our customers to easily find information or ask for help. Integration features usually cost money either via implemenation hours or 3rd party licensing. Getting used to the interface for its "Modules" and "Settings" can sometimes be confusing, as it's a lot of trial and error searching."
User review from Gartner, IT Manager
SolarWinds Service Desk
SolarWinds Service Desk (formerly Samanage) is a cloud-based ITSM tool designed for small and mid-size businesses. It’s part of the SolarWinds IT management product line.
SolarWinds features
- Incident, problem, and Change Management.
- Inventory tracking and contract management.
- Service catalog with approval workflows.
- Integrates with Microsoft, Google, and SSO tools.
SolarWinds pros and cons
Pros:
- Clean UI and straightforward configuration.
- Strong automation features for smaller teams.
- Fast setup with cloud-native design.
Cons:
- Limited scalability for large enterprises.
- Reporting capabilities can be basic.
SolarWinds pricing details
No free plan. Offers per-agent pricing with three tiered plans depending on ITSM depth and customization.
SolarWinds user reviews and ratings
Reviews average around 4.2 to 4.5.
"This tool is very customizable , and it has user freindly interface combined with nice functionality.it helps to tailor workflows and processs for the needs in our company ,also it is used to managing our it assets The platform is not cost effective compared to its alternatives."
User review from G2
How to choose a Zendesk competitor
When choosing a Zendesk competitor, you'll want to evaluate alternatives based on your specific business needs, budget, and growth plans. The customer service software market offers several strong alternatives, each with distinct advantages.
Key factors to consider during evaluation:
- Pricing structure and scalability - Compare per-agent costs, feature tiers, and how pricing changes as you grow. Some competitors offer more predictable pricing or better value for smaller teams.
- Feature set alignment - Assess whether you need advanced features like AI-powered automation, omnichannel support, or specific integrations. Some alternatives excel in particular areas like live chat or social media management.
- User experience and interface - Consider both agent and customer-facing interfaces. A more intuitive system can reduce training time and improve productivity.
- Integration capabilities - Evaluate how well each platform connects with your existing tech stack, including CRM, marketing tools, and business applications.
- Customization flexibility - Some competitors offer more extensive customization options for workflows, fields, and reporting than others.
- Support and onboarding quality - Research the vendor's reputation for customer support and implementation assistance, as this can significantly impact your success.
Start by listing your must-have features, desired integrations, and budget constraints. Then request demos from 3-4 top contenders to see how they handle your specific use cases. Many vendors offer free trials, allowing you to test the platform with real scenarios before committing.
To streamline your evaluation process, you can download our ITSM RFP template - a document that helps you organize your requirements and send consistent questions to potential vendors.
In conclusion
When searching for a Zendesk alternative, InvGate Service Management shines as a standout choice, having an array of benefits that can revolutionize your IT Service Management.
Take the next step and request your 30-day free trial to discover the full potential of InvGate Service Management. Elevate your IT service capabilities with InvGate Service Management and unlock a brighter future for your organization.
