Your bill no longer matches your needs
Add up seats, AI usage, channels, and add-ons. A plan with a low starting price can still cost more once your whole team is using it.
Buyer’s guide 2026
8 best Zendesk alternatives and competitors for 2026
We compared eight Zendesk alternatives and competitors on pricing, AI, live chat, and how well they fit day-to-day support work. First on the list is Text by LiveChat, the customer service platform from the team behind LiveChat.
Written by Sylwia Kocur Updated 8 tools reviewed
Why switch from Zendesk?
Zendesk works well for large, complex support operations. Teams usually start looking elsewhere when their priorities shift, for example toward live chat or online sales.
Your team supports and sells in conversations
If most work starts in website chat or a shared inbox, see how quickly teammates can answer, transfer, and follow up there. In a store, check whether the reporting links conversations to orders.
Your setup no longer fits how you work
A simpler setup only helps if it keeps the routing, visibility, and controls your team relies on. Test the connections to your CRM, store platform, and help content before you move.
8 alternatives at a glance
Entry prices don’t line up one to one. Vendors bill per seat, per workspace, or per ticket, and AI usage is often charged separately.
| Platform | Entry price | Live chat | Ticketing | AI and automation | Integrations | Trial or free option |
|---|---|---|---|---|---|---|
| Text by LiveChat Ecommerce teams that sell through chat Start free trial | $19 /user/mo, billed annually | Included; advanced routing on Growth. | Included; rules and workflows have plan limits. | 10 or 200 monthly resolutions included; extra packages cost $49.50 for 50. | Commerce connections, workflow actions, API and MCP. | 14 days, no card. |
| Intercom Conversational and in-app support | $29 /seat/mo, billed annually | Messenger included. | Shared inbox and tickets. | Fin from $0.99/outcome; 10 Copilot conversations per full-seat agent/month included. | Apps and connections; validate your specific stack. | 14 days, no card. |
| Freshdesk Structured ticketing and self-service | $19 /agent/mo, billed annually | Check Freshdesk Omni packaging. | Core shared inbox and ticket workflows. | Freddy AI usage charges; Copilot is a paid add-on on Pro and Enterprise. | Confirm app and channel requirements. | 14-day trial. |
| Help Scout Inbox-centered service teams | Free plan available | Live chat and social messaging from Standard; not in Free. | Shared inbox conversation management. | AI Answers: $0.75/resolution after its trial; requires a paid plan. | Check required apps and included allowances. | Free plan available. |
| Gorgias Ecommerce support operations | $10 /mo, Starter, 50 billable tickets | Chat included in Starter. | Metered by billable ticket volume. | AI interactions billed separately. | Commerce, store, and returns connections. | 30-day trial; sending and feature limits apply. |
| HubSpot Service Hub Teams that run service in HubSpot CRM | Free tools available | Included in service tools. | CRM-linked tickets; full helpdesk on Professional. | AI consumes HubSpot Credits. | HubSpot CRM ecosystem and app connections. | Free tools available. |
| Zoho Desk Configurable help desk workflows | $7 /user/mo, billed annually | Check edition and channel connection. | Email and social tickets; assignment rules. | Zia features vary by plan. | Zoho ecosystem and external connections. | Free plan available. Free edition available. |
| Crisp Small teams that want workspace pricing | $45 /workspace/mo, 4 seats | Website chat. | Ticketing portal on Plus. | AI allowances vary by tier. | Omnichannel inbox and workflows from Essentials. | Free plan available. Free plan for 2 agents. |
Zendesk alternatives reviewed
For each tool: what it does well, what to watch out for, and when Zendesk is still the better pick.
Text by LiveChat
Best for ecommerce teams that sell through chat
Live chat, AI, and ticket follow-up in one inbox, with reports that show which sales came through chat.
- Entry price
- $19 /user/mo, billed annually
- Essential costs $25/user/month with monthly billing; Growth costs $79/user/month billed annually, or $99/user/month billed monthly. Enterprise is quoted. Essential includes 10 monthly AI resolutions and Growth includes 200. Additional 50-resolution packages cost $49.50 and can be purchased as needed. Unused additional resolutions expire at the end of the billing cycle.
- Trial
- 14 days, no card.
- AI costs
- 10 or 200 monthly resolutions included; extra packages cost $49.50 for 50.
- AI Agent and Copilot included; usage and tool allowances vary.
Full review: features, pros, and trial tips
Key features
- Website chat and email ticketing in one inbox
- AI Agent with knowledge sources and human handoff
- WhatsApp, Messenger, and Twilio SMS connections
- Campaigns for proactive website conversations
- Commerce integrations and chat-attributed sales reporting
Strengths
- Reports connect service conversations to sales.
- Live chat, ticketing, and AI are part of the core product.
- AI knowledge, skills, and handoff to a person are documented.
Keep in mind
- Essential includes 60 days of conversation and file history; Growth offers unlimited history.
- AI usage can add to the seat subscription.
Consider Zendesk instead if
Your current Zendesk setup depends on features or data flows that Text hasn't shown it can handle in your evaluation.
How to test Text by LiveChat in a trial
Ask the AI Agent one product question it should answer from your approved content, and one it can't answer. Check the reply, what context your teammate gets after the handoff, and whether a resulting order shows up in the sales report.
Intercom
Best for conversational and in-app support
A Messenger-centered helpdesk with Fin AI and a public help center.
- Entry price
- $29 /seat/mo, billed annually
- Essential costs $29/seat/month billed annually. Advanced is $85 and Expert is $132 per seat/month on annual billing. Product Tours, Surveys, and Series are part of an optional add-on.
- Trial
- 14 days, no card.
- AI costs
- Fin from $0.99/outcome; 10 Copilot conversations per full-seat agent/month included.
- Fin starts at $0.99 per outcome. Successful configured Procedure handoffs can be billed; ordinary escalation is different. Full-seat agents get 10 Copilot conversations monthly; unlimited use is a paid add-on.
Full review: features, pros, and trial tips
Key features
- Messenger
- Shared inbox and tickets
- Public help center
- Workflow builder on Advanced
Strengths
- Messenger and helpdesk in one platform
- Fin also works with supported external helpdesks; role and feature limits apply.
Keep in mind
- The Workflows builder and multiple team inboxes require Advanced or Expert. Essential includes simple automations.
- SSO and SLAs are listed on Expert; some channels are usage-priced.
Consider Zendesk instead if
You care more about IVR, skills-based routing, and enterprise governance than about in-app messaging.
Read the full Text vs. Intercom comparisonHow to test Intercom in a trial
Send a common question and an unusual one through Messenger. Watch where Fin stops and a teammate takes over, what the teammate sees, and which of those conversations Intercom counts as a paid outcome.
Freshdesk
Best for structured ticketing and self-service
A ticket-focused helpdesk with a customer portal and knowledge base.
- Entry price
- $19 /agent/mo, billed annually
- Growth starts at $19 per agent. Pro is $55 and Enterprise is $89 with annual billing.
- Trial
- 14-day trial.
- AI costs
- Freddy AI usage charges; Copilot is a paid add-on on Pro and Enterprise.
- 500 Freddy AI Agent sessions are a one-time allocation per account, not monthly. Additional sessions cost $49/100; Copilot is $29/agent/month on Pro or Enterprise.
Full review: features, pros, and trial tips
Key features
- Shared inbox and ticketing
- Customer portal and knowledge base
- Threads and tasks
- Custom reports on Pro
Strengths
- Portal and knowledge base in Growth
- On Pro or Enterprise, paid Copilot licenses can be assigned to selected agents.
Keep in mind
- Custom dashboards and multiple SLA policies require Pro.
- Sandbox, audit logs and skill-based routing require Enterprise.
Consider Zendesk instead if
You need Zendesk Suite's messaging, telephony, and governance features inside your existing support setup.
How to test Freshdesk in a trial
Create a test ticket by email, reassign it to another team, add an internal note, then reply as the customer so the ticket reopens. Check that the plan you're trying includes the rules and reports you need for that flow.
Help Scout
Best for inbox-centered service teams
Shared inboxes and customer-facing help content for teams that value personal replies.
- Entry price
- Free plan available
- Free supports up to 5 users and 100 contacts per month. Paid plans use per-user pricing; check the current billing selector for your quote.
- Trial
- Free plan available.
- AI costs
- AI Answers: $0.75/resolution after its trial; requires a paid plan.
- AI Answers costs $0.75 per resolution after its trial and requires a paid plan. Unlimited AI Drafts is listed from Plus.
Full review: features, pros, and trial tips
Key features
- Shared inboxes
- Live chat and social messaging
- Knowledge bases
- Basic workflows and one basic SLA on Standard
Strengths
- Free plan for small teams
- Inbox-focused collaboration with saved replies and tags
Keep in mind
- Standard supports up to 25 users; Plus up to 50.
- Additional inboxes and Docs sites cost extra beyond included allowances.
Consider Zendesk instead if
You need enterprise routing and governance that go beyond an inbox-based workflow.
Read the full LiveChat vs. Help Scout comparisonHow to test Help Scout in a trial
Have two teammates work on the same conversation: one takes ownership, uses a saved reply, and hands it to the other. Then check how your contacts and inboxes would count toward the plan's limits.
Gorgias
Best for ecommerce support operations
A commerce-focused helpdesk with store context and ticket-volume pricing.
- Entry price
- $10 /mo, Starter, 50 billable tickets
- Starter costs $10/month with 50 billable tickets and 3 user seats, including email, chat, and social channels. Basic costs $60/month with 300 tickets. AI, voice, SMS, and overages add to the base subscription.
- Trial
- 30-day trial; sending and feature limits apply.
- AI costs
- AI interactions billed separately.
- AI Agent is billed in addition to helpdesk tickets. Rates depend on the bundle and billing term; confirm included AI interactions and overage pricing in your quote.
Full review: features, pros, and trial tips
Key features
- Ecommerce helpdesk
- Shopify order context
- AI responses across email, chat and SMS
- Store and returns integrations
Strengths
- Ecommerce-specific integrations
- Ticket-volume pricing rather than a seat charge on each agent
Keep in mind
- Starter includes 50 monthly billable tickets and 3 user seats.
- Voice and SMS are paid add-ons; AI and overages add cost.
Consider Zendesk instead if
Most of your support work isn't about ecommerce orders.
Read the full Text vs. Gorgias comparisonHow to test Gorgias in a trial
Use a sample order to walk through an order-status question and a return. Check which store actions your agents can take, what permissions they need, and how human and AI replies count toward billable tickets.
HubSpot Service Hub
Best for teams that run service in HubSpot CRM
Customer service tools that share context with HubSpot sales and marketing.
- Entry price
- Free tools available
- Starter advertises a limited-time $7/seat/month annual offer for new customers. Professional starts at $90/seat/month annually plus $1,500 onboarding.
- Trial
- Free tools available.
- AI costs
- AI consumes HubSpot Credits.
- Customer Agent requires Professional or Enterprise and uses 50 HubSpot Credits per resolved conversation. Plans include credits; extra credits cost more.
Full review: features, pros, and trial tips
Key features
- CRM-linked ticketing
- Live chat
- Professional help desk and knowledge base
- Customer success workspace
Strengths
- Shared CRM context across teams
- Service and retention tools in one platform
Keep in mind
- Professional requires a $1,500 onboarding fee; Enterprise requires $3,500.
- Knowledge base and full help desk start at Professional ($90/seat/month annually).
Consider Zendesk instead if
You want a standalone service platform with its own routing and governance, rather than going deeper into HubSpot CRM.
How to test HubSpot in a trial
Open a contact in HubSpot CRM and create a service ticket from it. Check whether the agent sees the context they need, can update the ticket, and can pass it back to sales, and which of those steps need a higher tier.
Zoho Desk
Best for configurable help desk workflows
Ticketing with workflow tools and an entry option for small teams.
- Entry price
- $7 /user/mo, billed annually
- Express is $7 annually or $9 monthly, with a 5-user limit. A separate free edition supports 3 users.
- Trial
- Free plan available.
- AI costs
- Zia features vary by plan.
- Zia AI features and usage allowances depend on the selected plan.
Full review: features, pros, and trial tips
Key features
- Email and social ticketing
- Assignment rules and workflows
- Knowledge base from Standard
- Blueprints and departments from Professional
Strengths
- Free tier and low-priced Express option
- Workflow and process tools across higher editions
Keep in mind
- Express is limited to 5 users.
- Sandbox and multi-brand help center require Enterprise.
Consider Zendesk instead if
You prefer Zendesk Suite's channel setup and integration ecosystem for a complex service operation.
How to test Zoho Desk in a trial
Rebuild one of your current assignment rules using a sample ticket with your real fields and escalation path. Check which edition it needs, the user limit, and whether it requires another Zoho app.
Crisp
Best for small teams that want workspace pricing
Chat and inbox tools with several teammate seats bundled into each workspace plan.
- Entry price
- $45 /workspace/mo, 4 seats
- Mini costs $45/workspace/month with 4 seats; Essentials is $95 with 10, and Plus is $295 with 20. Additional Plus seats cost $10/month each. Free supports 2 agents.
- Trial
- Free plan available.
- AI costs
- AI allowances vary by tier.
- Mini includes $5 AI credits, Essentials $25, Plus $75. Published automated conversation counts are approximate, not guaranteed allowances.
Full review: features, pros, and trial tips
Key features
- Website chat
- Shared email inbox from Mini
- Knowledge base from Essentials
- Omnichannel inbox and workflow builder from Essentials
Strengths
- Several seats included in workspace price
- Chat, inbox and automation on one platform
Keep in mind
- Mini does not include the Essentials knowledge base and omnichannel feature set.
- Ticketing portal and white labelling are listed on Plus ($295/workspace/month).
Consider Zendesk instead if
You need advanced routing, IVR, and enterprise role controls for a larger support team.
Read the full Text vs. Crisp comparisonHow to test Crisp in a trial
Invite the teammates you'd need for a pilot, connect a test channel, and run your busiest shared-inbox flow. Check which tier covers the inbox, knowledge base, automation, and AI usage you expect.
Text or Zendesk: which fits your team?
Choose Text if
- Your chats help shoppers decide what to buy
- You want live chat, AI, and tickets in one inbox
- You want to see which sales came through chat
Stay with Zendesk if
- Your team runs on established ticket workflows
- Voice support is part of your setup
- You need enterprise controls
Text by LiveChat vs. Zendesk
Starting prices only tell part of the story. Text and Zendesk both charge differently depending on plan and usage, so check the billing term, AI allowance, channels, reporting, and governance you need before you estimate a saving.
Start free trial| Text by LiveChat From $19/user/mo, billed annually | Zendesk From $19/agent/mo; live chat from $55 in Suite | |
|---|---|---|
| Key differences | ||
| Live chat: included or a Suite decision? | Chat starts with Essential Live chat and email ticketing are included together. | Chat starts with Suite Zendesk Support Team and Zendesk Suite are different bundles. Live chat is available in Suite. |
| Copilot: included or an extra line item? | Included, with allowances Copilot and AI tools are part of Text. Usage and tool allowances depend on the plan. | An add-on on eligible plans Copilot is an add-on on Professional and above, with a bundled Enterprise option. |
| AI knowledge or a public help center? | Knowledge for AI answers Text documents knowledge sources for AI Agent and Copilot. Public help-center parity has not been verified in this review. | A customer-facing help center A public help center is available in Zendesk Suite. |
| Pricing | ||
| Entry annual price | $19/user/month, Essential. | $19/agent/month, Support Team. |
| Chat-oriented bundle | Live chat included in Essential. | Suite Team: $55/agent/month annually. |
| Next published tier | Growth: $79/user/month annually. | Suite Professional: $115/agent/month annually. |
| Monthly billing | Essential $25; Growth $99 per user/month. | Check the current monthly quote. |
| Enterprise | Custom offer. | Enterprise + Copilot: contact sales. |
| Included AI usage | Essential 10; Growth 200 monthly resolutions. | Confirm current account resolution tier. |
| Additional AI usage | Optional packages: $49.50 per 50 resolutions; unused extras expire at the end of the billing cycle. | Confirm allowance, rate, and overage terms. |
| Agent assistance | Copilot included; AI tool allowances vary. | Copilot: $50/agent/month annually on eligible plans. |
| History and controls | Essential history 60 days; Growth unlimited. Enterprise for SSO/audit logs. | Check required controls against the selected tier. |
| Trial | 14 days; no credit card required. | 14 days; Suite Professional and Copilot by default. |
Build a complete cost comparison
Use the same team size and workload for each vendor.
Seats and billing term
Count the teammates who need paid access. Use the same monthly or annual commitment for each quote, and check minimum seats.
AI and channel usage
Estimate typical and busy-month volumes. Ask what counts as a charge, what is included, and whether refills or overages happen automatically.
The plan you actually need
Include required routing, reporting, knowledge, security controls, and integrations. Price the tier that meets those needs.
The cost of moving
Budget for data work, training, implementation, and any overlap between subscriptions. Keep one-time costs separate from the ongoing bill.
What about a 10-person team?
For 10 users on annual billing, Text Essential is $190 per month before extra usage. Ten Zendesk Suite Team agents are $550 per month before extras. These are different feature bundles, not equivalent configurations or a guaranteed saving; Zendesk Support Team also starts at $190 for 10 agents.
About this comparison
Sylwia Kocur, Content Marketing Specialist at Text. Sylwia writes about Text’s products and updates. Before becoming a Content Marketing Specialist, she worked as a Product Expert.
Who publishes this guide
The company behind Text and LiveChat publishes this guide and has a commercial interest in Text, which appears first. Text is a separate product from legacy LiveChat. The other tools are grouped by use case, not ranked by score.
What we compared
Vendors’ published pricing, product documentation, and help-center articles, covering live chat, ticketing, AI, knowledge, integrations, reporting, and plan requirements. Seat, usage, and add-on charges are listed separately.
What the evidence supports
This is a documentation review, not a hands-on benchmark. Where we couldn’t verify a feature, we say so instead of marking it as missing.
Prices and updates
Product information and prices were checked on the date shown at the top of this guide. Plans change, so confirm the current package before you buy and test your own workflow in a trial.
Spotted an outdated price or product detail? Let us know
Common questions
What is the best Zendesk alternative?
No single tool is best for every team. Look at Text for ecommerce conversations and sales reporting, Freshdesk for ticketing, Intercom for conversational support, and Help Scout for inbox-based teams. Start from the requirements your next tool has to meet.
Compare the alternativesIs Text by LiveChat the same product as LiveChat?
No. Text is a separate product from the company behind LiveChat, HelpDesk, and ChatBot. We call it Text by LiveChat on this page to make that link clear. Legacy LiveChat features, pricing, and customer results don't automatically apply to Text.
Explore Text by LiveChatIs Text by LiveChat cheaper than Zendesk?
It depends on the plan and how much you use it. Text Essential and Zendesk Support Team both start at $19 per user or agent per month, billed annually. Zendesk Suite Team, which includes live chat, starts at $55. Compare plans that meet the same requirements, including AI usage, before you estimate a saving.
Compare the complete costDoes Text by LiveChat include AI, or is it an add-on?
Text includes AI Agent and Copilot, with allowances that depend on the plan. Essential and Growth include a set number of AI resolutions each month, and extra resolution packages are paid. Included doesn't mean unlimited.
Compare AI costs and allowancesIs there a free Zendesk alternative?
Yes. Zoho Desk has a free edition for 3 users, Crisp a free plan for 2 agents, and Help Scout a free plan for up to 5 users and 100 contacts per month. HubSpot also offers free service tools. Check channel and feature limits: a free tier is not the same as a time-limited trial of a paid plan. Text offers a 14-day trial, not a free-forever plan.
See free and paid optionsWhich Zendesk alternative is best for small teams?
For email-first work, consider Help Scout; for website chat with workspace pricing, compare Crisp; for configurable ticketing, evaluate Zoho Desk. Text is worth testing when buying conversations and sales reporting matter. Match the included users, channels, and usage allowances to your workload before choosing the cheapest plan.
Compare options for small teamsCan Text by LiveChat replace a Zendesk help center?
Text's documentation covers knowledge sources for AI Agent and Copilot. It doesn't show an equivalent public help center for customers. If you need one, ask Text to demo it or keep a separate help-center tool.
Compare knowledge and self-serviceCan I import Zendesk tickets into Text by LiveChat?
Text documents API imports from other ticketing providers. This does not guarantee a turnkey Zendesk migration or preservation of every attachment, field, and relationship. Confirm the scope, map your data, and test representative tickets first.
Can I move a Zendesk WhatsApp number to Text by LiveChat?
Yes, Text documents number migration from Zendesk. Previous WhatsApp conversation history does not transfer through this process, and a brief cutover interruption is possible. Follow the provider-specific setup guidance and test both directions.
Which alternative should an ecommerce team consider?
Compare Text and Gorgias against your actual store workflow. Text emphasizes service conversations and chat-attributed sales; Gorgias provides commerce-focused support operations. Test order context, returns, AI handoff, and the expected usage bill.
Read the Gorgias reviewWhen is staying with Zendesk the better choice?
Staying makes sense when Zendesk meets your requirements and switching would cost you important channels, governance, reporting, or integrations. Count migration and retraining in the decision, along with subscription prices.
Compare your required workflowsHow were these alternatives selected?
This is an editorial review of official pricing and product documentation, organized around different team needs. It is published by the company behind Text and LiveChat. We did not perform hands-on benchmarks or assign review scores.
How we built this guideAre the features on this page included in my LiveChat plan?
No, your LiveChat plan stays the same. The features and capabilities on this page are part of Text and are available under Text pricing plans. They are not included in LiveChat plans, including legacy LiveChat subscriptions. Availability, limits, and pricing depend on your Text plan. If you’re on a LiveChat plan and want these features, you can move to Text.
