When you work in eCommerce, connecting your online store to your helpdesk can be a game changer. Despite its popularity, Freshdesk is not specifically designed for eCommerce, which presents a challenge for today’s online vendors.
If you sell across platforms such as Amazon, Shopify, eBay, and perhaps even social media, you need a helpdesk that works with your business model, not against it. Fortunately, there are plenty of Freshdesk alternatives available, and we’ve done the research to find the best ones for you.
Why Are eCommerce Sellers Looking Beyond Freshdesk?
Freshdesk provides adequate basic helpdesk capabilities, but it sometimes struggles with the unique requirements of online retail. Here’s a breakdown:
- No native support for marketplaces such as Amazon and eBay
- There is no consolidated display of communications from social media, email, or live chat
- Artificial intelligence tools are limited or only available as pricey add-ons
- Accessing order data or automating procedures requires the use of third-party apps
- It is difficult to scale without compromising speed or raising agent costs
If you sell on Shopify, Amazon, eBay, Instagram, or Walmart, a lack of native support results in delayed replies, disconnected data, and bad consumer experiences.
How did we come up with these Freshdesk alternatives? We looked at how Freshdesk’s competitors compared using:
- Features: Platforms that provide the same key features as Freshdesk.
- Customer Reviews: Identifying the best alternatives from sources such as G2.
TLDR
Need the straight-up list for the best Freshdesk alternatives for online stores?
- eDesk
- Zendesk
- Hubspot Service Hub
- Zoho Desk
- Front
- HappyFox
- ProProfs
- Intercom
- HelpScout
1. eDesk
eDesk was designed primarily for online retailers who sell on many platforms. Rather than requiring you to patch together plugins and tools, eDesk provides everything in one place:
- Native integrations with more than 200 eCommerce platforms, including Amazon, eBay, Shopify, BigCommerce and many more
- A Smart Inbox that integrates messages from email, chat, markets, and social media
- Retail-specific AI functions that include auto-responders, translation, smart labeling, and sentiment detection
- Complete visibility into order history, shipment information, and consumer behavior – all from within the ticket
- Tools for improving reviews, automating responses, and tracking support team KPIs
Unlike Freshdesk, you won’t need add-ons to see your orders or respond on Amazon. Everything is built in, making it fast and easy.
Learn more about eDesk:
2. Zendesk
Zendesk is a popular solution noted for its adaptability and customization. If you have a large team outside of eCommerce and want extensive workflows, Zendesk could be a good fit for you. However, it’s not the best for online selling. To integrate with the marketplace or Shopify, you will require third-party apps or custom programming.
Ideal for: Enterprise SaaS and service teams
Not suited for: eCommerce and retail retailers
Pricing: Starts at $19 per user/month
3. HubSpot Service Hub
If your sales, marketing, and support teams use HubSpot, the good news is its Service Hub keeps everything in the same environment. It provides ticketing, automation, and customer portals, but no eCommerce-specific features or order visibility.
Ideal for: B2B and SaaS organizations
Not suited for: eCommerce or marketplace sellers
Pricing: Free tier available; premium subscriptions start at $20 per agent/month
4. Zoho Desk
Zoho Desk integrates email, social media, phone, and chat together for a reasonable cost. It’s good value for support teams with a limited budget, but it lacks substantial marketplace or retail integrations.
Ideal for: Small business help across basic channels
Not suited for: Shopify/Amazon sellers
Pricing: From $14 per agent/month
5. Front
Front is all about team collaboration with shared inboxes. It’s ideal for email-heavy teams that require transparency and quick responses. However, it is not designed for eCommerce, as there is no order data, AI for retail, or native marketplace integration.
Ideal for: SaaS and financial teams
Not suited for: Multi-channel vendors
Pricing: From $19 per user/month
6. HappyFox
HappyFox is simple to set up and use, ideal for small teams seeking ticketing and chat support without the complexities of larger systems. However, it is not adapted to the operations of online sellers.
Ideal for: Small business customer service
Not suited for: Marketplace or multi-storefront support
Pricing: From $9 per user/month
7. ProProfs
ProProfs provides a simple helpdesk for very small firms and solopreneurs. If you’re just starting out and merely need email assistance, it’s a good starting point, but it lacks advanced capabilities like eCommerce support.
Ideal for: Solopreneurs and microbusinesses
Not suited for: Teams and eCommerce workflows
Pricing: Starting at $59.99 per user/month
8. Intercom
Intercom integrates marketing, onboarding, and support into one platform. It is best suited for SaaS teams or product-focused enterprises that require live chat and in-app messaging. It isn’t an eCommerce-specific tool.
Ideal for: SaaS, onboarding, and product-driven teams
Not suited for: Order-based or marketplace selling
Pricing: Starts at $29 per agent/month
9. Help Scout
Intercom integrates marketing, onboarding, and support into one platform. It is best suited for SaaS teams or product-focused enterprises that require live chat and in-app messaging. It isn’t an eCommerce-specific tool.
Ideal for: SaaS, onboarding, and product-driven teams
Not suited for: Order-based or marketplace selling
Pricing: Starts at $29 per agent/month
Which is the Best Freshdesk Alternative?
Ultimately, it depends on your team’s needs and budget. Based on our comparison, here are the top three Freshdesk alternatives:
Option A: eDesk
If you’re an eCommerce business seeking an eCommerce-specific solution, eDesk is the clear winner.
Option B: Zendesk
Zendesk outperforms Freshdesk in terms of features. With its powerful platform, you’ll have access to a plethora of services that help to speed customer support and improve the entire customer experience.
Option C: Help Scout
Help Scout is a great choice for startups, particularly those in the early stages of SaaS. They provide a substantial 6-month free trial, making it an appealing option for businesses wishing to develop their support operations without incurring a significant cost.
FAQs: Freshdesk Alternatives for eCommerce
What’s the best Freshdesk alternative for eCommerce businesses?
eDesk is the best Freshdesk alternative for retailers who use Shopify, Amazon, eBay, or BigCommerce. It is designed to manage marketplace orders, retail workflows, and omnichannel assistance without the need for add-ons.
Is there a basic support desk for small teams?
Yes! Help Scout, HappyFox, and eDesk all have clean, simple interfaces. If you sell online, eDesk provides simplicity without losing eCommerce functionality.
How does eDesk compare to Freshdesk for Shopify?
Unlike Freshdesk, eDesk integrates directly with Shopify, bringing in client orders, shipping information, and product data to help you answer tickets faster.
Is there a free Freshdesk alternative?
HubSpot Service Hub has a free tier, while Help Scout has a starter program. However, for genuine eCommerce assistance, a subscription tool such as eDesk is more capable while remaining economical.
Final Thoughts
You’re not alone if you run an online store and are starting to find Freshdesk more of a hindrance than a help. General-purpose helpdesks were not meant to handle the rapid speed and complexity of eCommerce.
eDesk has everything Freshdesk does not: built-in marketplace support, eCommerce AI, and a Smart Inbox that puts it all together. No workarounds. No further plugins. Only one platform designed to scale with your store.
Start your free trial of eDesk and experience eCommerce-first support.
