Top 8 Zendesk Alternatives

Zendesk streamlines business processes by resolving IT queries and issues with the Help of an IT support system. It effectively manages incidents, service requests, app approvals, and more by measuring key metrics with custom and pre-built reports. That helps IT teams make sound decisions and keep the business in sync with frequent changes. 

But, it has certain limitations, such as not allowing you to filter the view of open/pending/ solved tickets, which creates confusion. 

Zendesk is an IT service management tool that helps users resolve their IT-related issues through single/multiple points of contact. It allows IT teams to troubleshoot problems, monitor and track the issues faced by the employees, customers, and stakeholders and accordingly provides assistance associated with services, processes, or products to resolve the issue.

Furthermore, it provides self-service portals where employees can find solutions to queries related to IT processes, app approvals requests, and more without the involvement of the IT teams. Also, Zendesk provides IT teams visibility into the recurring types of queries and cases, enabling them to identify solutions and accordingly create standardized processes to fix the problem. 

However, Zendesk has certain drawbacks as well, such as needing help to delete spam tickets, which creates confusion as it comes in regular view with other important tickets. Sometimes updating the ticket request in bulk does not work. Also, it has a limitation in the filtering feature, as you cannot filter the view to see only pending/solved tickets. 

Nevertheless, you can always opt for an alternative to avail full-functionality that is more appropriate for your organization. 

In this blog, we will discuss a few alternatives to Zendesk that you can choose as per your business requirement. 

Here're Top 8 Zendesk Alternatives

The top 8 Zendesk alternatives below will help your organization automate IT service management to streamline IT operations effectively and efficiently. 

1. Zluri

Zluri is an automated platform that provides excellent IT service management solutions. It allows you to automate manual and repetitive IT processes, such as managing app approvals. That enhances the efficiency of IT teams and streamlines the business process. In addition, it provides the IT team with complete visibility into the organization's IT environment in a single dashboard. Accordingly, they can track requests and queries and resolve them quickly. 

Additionally, Zluri offers an Employee App Store, a self-served model which empowers employees to select required applications without waiting for the approval of IT admins. This way, employees don't have to wait for access approval and can quickly access apps. That helps in enhancing the employee experience and improves productivity too. Also, employees can request apps that are not available in EAS and check the status as well.

Furthermore, it provides transparency to the employees and customers by notifying them of the status of their requests and queries. Also, Zluri facilitates communication and collaboration between IT and other departments, improving overall organizational alignment and performance.

You can also book a demo to see Zluri's compelling and unique features that can be more suitable for your organization to enhance productivity and efficiency. 

Pros

• It allows you to customize the dashboard view as per your requirement.

• You can integrate with various tools that allow you to gather required data in a single place.

• You can automate notifications to get notified on any request being raised.

• It provides you with accurate reports on IT team performance.

Customer Rating

• G2: 4.8/5 

• Capterra: 4.9/5

2. ServiceNow

ServiceNow is an IT service management platform that facilitates greater interdepartmental communication and collaboration, allowing rapidly growing IT businesses to pinpoint and address the root causes of productivity downgrades. In addition, the flexibility of the platform's customizable templates enables teams to quickly and efficiently respond to the needs of their most frequent customers and employee queries.

Furthermore, ServiceNow provides tools that increase team members' efficiency, such as AI-assisted ticket assignments for support requests. Its self-service capabilities and virtual assistants make it simpler for employees to get timely feedback and reports, monitor their performance, and pinpoint problematic areas.

Pros

• You can customize the dashboard as per your requirement, such as on the dashboard, you want to view all the raised tickets and IT actions taken.  

• You can keep a record of customer queries, app approval requests, and more, which will help you generate reports to check actions taken to resolve queries. 

• You can integrate with other systems, such as Active Directory and CMDB, which will improve the flow of information and reduce errors.

Cons

• Sometimes, users can encounter difficulty integrating with other systems to pull reports or send reports.

• At times, it gets slow while handling large numbers of requests or running complex reports.

Customer Rating

• G2: 4.4/5

• Capterra: 4.5/5

3. Freshservice

Freshservice is a scalable and user-friendly ITSM solution that offers IT support to an organization. With AI and ML, the Freshservice platform streamlines and simplifies routine IT tasks, freeing up staff members' time and allowing them to focus on higher-value work. 

Furthermore, it aids IT companies in focusing on what matters most to ensure that their clients and employees receive on-time support service and are completely satisfied. In addition to its intuitive graphical UI, robust configuration options, and adaptability to meet the demands of individual customers and employees. Additionally, Freshservice can integrate with other business and IT systems.

Pros

• You can set ticket notifications, so you will get notified by email whenever a ticket is requested.

• It offers integrations with many other systems, including tools such as Jira, Slack, and Zendesk.

• This tool provides you with compelling reporting and analytics capabilities, which can help businesses track performance and identify areas for improvement.

Cons

• Absence of ability to fully control the user portal design. 

• Limitation in search functionality, it's challenging to search for old ticket details.

Customer Rating

• G2: 4.6/5

• Capterra: 4.5/5

4. SysAid

SysAid helps you improve the efficiency of IT processes through service automation. It streamlines and automates the whole procedure of managing IT services, freeing up the IT team's time so that they can concentrate on other crucial demands of the business. 

Furthermore, SysAid allows users to identify service requirements and monitor reports on service level agreements (SLAs) that are aligned with service management objectives. Additionally, SysAid offers service-level management tools that are easily configurable and adaptable to the specific requirements of a company's operations.

Pros

• You can enable new modules at any time without impacting the ongoing work.

• It allows you to view a quick summary of the open tickets in a single dashboard.

• It allows users to customize the software to fit their specific needs and requirements, such as customizing notifications for raised tickets. 

Cons

• At times, it takes work to retrieve change tickets.

• Sometimes, the platform goes off and displays error 504, affecting customer-initiated requests and ticket resolution and resulting in delayed turnaround times. 

• Lack of editing options, such as being unable to edit the tickets and add text to descriptions or the title after submitting the ticket.

Customer Rating

• G2: 4.4/5

• Capterra: 4.5/5

5. Zoho Desk

Zoho Desk platform offers a variety of connections, making it easy to connect with other technologies. It has time-tracking and other team-management tools for companies with large staff. Additionally, Zoho Desk includes service management-specific capabilities, such as a shared inbox, device integration, and chat functionality. 

Furthermore, it can assist organizations in managing client interactions through various channels, including phone, emails, and social media. Also, it enables users to provide consistent service and develop meaningful relationships with customers by assigning calls based on agents' departments or teams.

Pros

• It allows you to track your agents and tickets from the dashboard interface.

• With each ticket, you can insert tags that will help you to group them into specific categories for troubleshooting and analysis.

• You can change the view of tickets as per your needs, such as if you want only to view resolved tickets. 

Cons

• Lack of filtering features, such as you cannot filter tickets as per dates. 

• It takes time to set up because it requires a lot of customization. 

• At times, its functions perform slowly, such as issuing a ticket, which affects the workflow.

Customer Rating

• G2: 4.4/5

• Capterra: 4.5/5

6. HelpScout

HelpScout is a customer service software that allows businesses to manage customer interactions in one central location, such as emails, chats, and calls. Also, it can automate repetitive IT tasks, such as app approvals requests, creating canned responses, and assigning conversations to IT support members. 

Furthermore, it also includes a knowledge base self-service portal where customers and employees can find answers to common questions. Additionally, Help Scout provides analytics and reporting capabilities to help businesses track performance and improve customer satisfaction. 

Pros

• It offers a saved reply feature that allows you to write a faster reply with a starter template for common queries. 

• This tool allows you to filter the conversations based on the time you received them so that you can prioritize well.

• With the help of a tag system, you can organize tickets into categories, which makes it easier to search for them.

Cons

• Unable to link tickets to each other. 

• Searching for old closed tickets can be challenging as the tickets lose their tags once the case gets closed.

• Sometimes the website goes down without any warning. 

• Lack of accuracy while generating reports. It needs to portray the work level of team members accurately.

Customer Rating

• G2: 4.4/5

• Capterra: 4.7/5

7. Ivanti

Ivanti Help Desk offers a customer support helpdesk platform to handle incoming ticket requests from any source. Additionally, it provides case management, self-service capabilities, knowledge management, and workflow automation.

Furthermore, the Ivanti ITSM solution provides management functionality for IT services and security procedures. It encourages clients by allowing them to customize designs for use in self-service portals.

Additionally, Ivanti IT Service Management is an agentless monitoring solution that catches and fixes IT infrastructure problems as they occur. It assists organizations in monitoring their IT tasks without needing to install monitoring agents. The platform's comprehensive nature allows it to streamline, modernize, and enhance IT service management processes.

Pros

• It provides you with a self-service portal that allows users to submit service requests and check on the status of their requests.

• Ivanti ITSM is ITIL (Information Technology Infrastructure Library) compliant, which means it is aligned with best practices for IT service management.

Cons

• Sometimes, fetching data crashes the user interface. 

• It is sometimes difficult for Help desk support to navigate and find answers to support topics.

Customer Rating

• G2: 4.2/5

• Capterra: 4.5/5

8. Jira

Jira is a project management and issue-tracking software developed by Atlassian. It is primarily used by software teams to plan, track, and release projects, but it can also be used as an ITSM tool. Jira has a range of features that can be used to manage IT service requests, incidents, and problems, including ticketing and incident management, a customizable workflow, and integration with other tools such as Confluence, Bitbucket, and Trello.

Jira also has a built-in reporting and analytics feature to help businesses track performance and improve the delivery of IT services. Also, it provides a more extensive set of features for IT service teams, such as SLA management, customer portal, and Knowledge management.

Pros

• With Jira, you can seamlessly integrate with other tools, such as Slack, Trello, and Confluence, which allows IT teams to use a single platform for all their collaboration and communication needs.

• It provides a variety of pre-built and customizable dashboards and reports that help IT teams track and analyze their ITSM processes.

Cons

• It is sometimes difficult to follow the status of a request or collaborative effort.

• Limitation in customization features, as you cannot customize the report section, makes it difficult to present better results.

• Sometimes, the email notification gets delayed in reaching the IT team.

Customer Rating

• G2: 4.2/5

• Capterra: 4.4/5