Top 10 alternatives to Zoho Desk: A comparison guide for 2025

Zoho Desk is a popular choice for managing customer support, but it’s far from the only option out there. Are you a current Zoho Desk user wondering if the grass is greener with a different tool? Or maybe you’re just window shopping and want to see how the platform compares to competitors? Either way, you’re in the right place.

In this guide, we’ll walk through 10 of the best Zoho Desk alternatives for 2025, comparing features, pricing, and user feedback. We’ll also show you how to make the switch to monday service if you decide it’s the best fit for your team.

Key takeaways

• Zoho Desk is a capable help desk platform, but some users struggle with its learning curve, mobile limitations, and response times from support.
• When choosing an alternative, go beyond the feature checklist and focus on usability, onboarding, scalability, and integrations.
• Many modern service tools now weave in AI for ticket routing, chat support, and analytics, helping teams reduce repetitive work.
• Security and compliance (SOC 2, ISO, GDPR) are must-haves, especially for teams working across multiple departments or regions.
• monday service stands out as an AI-first platform that combines intuitive ticketing, customizable workflows, and a Digital Workforce for proactive support at scale.

What is Zoho Desk?

Zoho Desk is a popular help desk and customer support platform designed to help teams manage tickets and keep track of customer issues in one place. It’s part of the larger Zoho ecosystem, which makes it particularly appealing to businesses already familiar with Zoho products.

The G2 software user community gives Zoho Desk a solid 4.4 out of 5 rating that indicates customers generally have positive experiences, though there’s still room for improvement. Here’s a closer look at how users rate specific categories, out of 10.

• Ease of use: 8.5
• Ease of setup: 8.1
• Ease of admin: 8.3
• Quality of support: 8.3
• Help desk: 8.1
• Customer communications management: 7.8

In other words, Zoho Desk performs well across the board, but it’s not necessarily the easiest or most flexible option out there. Zoho Desk is best suited for small to midsize businesses that want an affordable way to get started with help desk software. But if that’s not your situation, your head might turn a different way.

Why you might need a Zoho Desk alternative

It’s always smart to compare your options before committing to a tool that your whole team will rely on every day. Here are 3 reasons Zoho Desk might not be the right choice for you.

Customer service can be slow

For any service platform, responsive customer support is critical, especially when your own support team depends on it to serve your customers. Although Zoho Desk offers support through phone, email, and online forums, some users report that response times may not be as quick as they’d like. If you’re looking for more proactive or round-the-clock assistance, you might find yourself wishing for an alternative.

“Technical support took a lot of time to respond back and needed a lot of follow-ups. Now, our trial has ended, and we still did not get the answers we were looking for and we cannot determine whether we want to proceed with the integration.” — Maha A., an operations lead

Learning curve can be steep

Zoho Desk is packed with features, which is a plus for power users, but the flip side is it can feel overwhelming at first.

“There are so many features and settings that it took our team quite a while to get comfortable with the system.” — Athira P., small business user

For smaller teams or those without a dedicated admin, this can slow down adoption and add friction during onboarding. If you need a solution that’s easy to pick up and start using right away, the Zoho Desk learning curve may feel like a hurdle.

Mobile app functionality can be limited

Busy support agents often work on the go, which makes it essential to have a robust mobile app. Unfortunately, some users say Zoho Desk’s mobile version doesn’t quite keep up with its desktop counterpart. This means tasks like updating tickets, collaborating with teammates, or accessing all the same tools you’d have on a desktop can feel clunky when working from your phone. For distributed or remote teams, this can be a real drawback.

“The mobile app lacks some key features available on the desktop version. Managing tickets on the go is not as seamless as it should be.” — A user in the printing industry

What should you focus on when choosing a Zoho Desk alternative?

When you’re evaluating help desk software, it’s important to think beyond the feature lists and dig into how each platform will actually serve your team in the long run. Here are some key factors and questions to keep in mind as you compare vendors:

• Ease of use: Is the interface intuitive enough for agents and admins to get up and running quickly without lengthy training?
• Implementation and onboarding: How long does it take to set up the platform, migrate your data, and get your team fully operational?
• Scalability: Will the software adapt as your business grows, handling higher ticket volumes, more agents, and new workflows without extra headaches?
• Integrations: Does it connect seamlessly with other tools your team uses every day, like CRM, chat, email, and project management systems?
• Customization: Can you tailor workflows, automations, and reporting without needing developers or costly professional services?
• AI and automation: Does the platform offer modern tools like AI-powered ticket routing, auto-responses, and predictive analytics to save time and improve efficiency?
• Mobile experience: How well does the mobile app replicate the desktop experience for agents working on the go?
• Pricing and value: Is the cost transparent and predictable, with plans that match your needs today and won’t balloon as you scale?
• Support and community: What kind of support does the vendor offer (hours, channels, response times), and is there an active knowledge base or user community to lean on?
• Security and compliance: Does the platform meet your organization’s security standards (SOC 2, GDPR, ISO certifications) and provide enterprise-level controls like role-based permissions?

10 Zoho Desk alternatives to consider

If you’ve realized Zoho Desk might not be the perfect match, don’t worry, because you’ve got plenty of great options. From well-known enterprise solutions to flexible, modern platforms, here are 10 alternatives worth exploring as you search for the right fit for your team.

1. monday service

Best for: all-in-one, AI-powered service management across teams

monday service is built for organizations that want to connect ticketing, projects, and collaboration in one place. The platforms’ visual, no-code interface makes it simple to tailor workflows, while the always-on Digital Workforce speeds up resolutions and personalizes service at scale. With deep integrations and enterprise-grade security, it adapts as your business grows, without the complexity of traditional IT service tools.

Key features

• AI-powered ticket routing, categorization, and suggested responses
• Multi-channel service desk with SLA tracking and analytics
• 72+ native integrations with Outlook, Slack, Gmail, Azure DevOps, and more

Security features

• SOC 2 Type II and ISO/IEC 27001 certifications
• GDPR compliance with encryption for data in transit and at rest
• Role-based permissions and detailed audit logs

monday service pricing

• Pricing starts at $26/seat/mo
• 3 plans available: Standard, Pro, and Enterprise
• 14-day free trial available

What users say

We as a company are more connected and the visibility into where we are is unmatched.

— Danielle G., a customer support manager

2. HubSpot Service

Best for: businesses already using HubSpot CRM

HubSpot Service Hub includes support tools like tickets, a knowledge base, and live chat. Because it’s part of the HubSpot ecosystem, service teams can see customer data alongside marketing and sales information.

Key features

• Shared inbox for managing chats, emails, and social messages in one place
• Customizable knowledge management for self-service support
• AI assistants and chatbots to reduce ticket load

Security features

• SOC 2 Type I and II compliance
• GDPR and CCPA readiness (HIPAA with higher tiers)
• SSO and multi-factor authentication

HubSpot pricing

• Pricing starts at $15/seat/mo
• 3 plans available: Starter, Professional, and Enterprise
  Free plan available

What users say

“The shared inbox has dramatically improved efficiency across multiple team members — no more lost or duplicate responses, and everyone has visibility into what’s happening in real time.” — Blake H., a director of innovation and process improvement

3. Zendesk Service

Best for: large support teams handling high volumes

Zendesk Service is a long-standing help desk solution that supports email, chat, phone, and social channels. It’s known for offering advanced workflows and reporting, which can help larger organizations manage complex support needs.

Key features

• Omnichannel ticketing (email, chat, phone, social, voice)
• Advanced automation with triggers and macros
• Detailed performance analytics and dashboards

Security features

• ISO 27001 and SOC 2 certified
• TLS encryption for all communications
• Configurable user roles and SSO support

Zendesk Service pricing

• Pricing starts at $55 per agent/mo
• 4 plans available: Team, Growth, Professional, Enterprise
• Free trial available

What users say

“Zendesk has robust tracking, which is helpful in instances where several individuals are involved with a ticket.” — Aria R., a project coordinator

4. Jira Service Management

Best for: IT and DevOps teams

Jira Service Management connects service management with Jira Software. It’s often used by IT and technical teams to track incidents, requests, and changes, with automation and reporting features built in.

Key features

• Automation for routing, approvals, and escalations
• Branded service portal for customers and employees
• Native links to Jira Software and Confluence for dev collaboration

Security features

• SOC 2 Type II and ISO 27018 certifications
• Data residency options for compliance needs
• SAML SSO and advanced logging

Jira Service Management pricing

• Starting price: $19/agent/mo
• 4 plans to choose from: Free, Standard, Premium, and Enterprise
• 7-day free trial available

What users say

“Jira Service Management is a reliable tool for managing escalations and tracking ticket progress in our organization.” — Nithiya Devi S., a cloud engineer

5. ServiceNow

Best for: enterprises needing a broad service platform

ServiceNow provides IT service management along with tools for HR, customer service, and operations. It’s used by large enterprises requiring a platform to manage multiple processes in one system.

Key features

• End-to-end ITSM plus workflows for HR, facilities, and customer service
• AI-driven incident prediction and resolution recommendations
• Wide integration hub to connect with enterprise systems

Security features

• FedRAMP and SOC 1/2/3 certifications
• Encryption at rest and in transit
• Strong access controls, MFA, and SSO

ServiceNow pricing

• Custom quotes are available from the vendor
• No free trial available

What users say

“I like how it brings everything into one place. It’s easy to track requests, follow up, and keep things moving without having to send a bunch of emails. The interface is pretty clean too once you get used to it.” — Jeff K., a small business user

6. SolarWinds Service Desk

Best for: IT teams seeking ITIL-aligned tools

SolarWinds Service Desk is a cloud-based solution with incident, problem, and change management. It also includes asset tracking and a knowledge base, with optional modules for teams that need more ITIL practices.

Key features

• ITIL-aligned modules for incidents, problems, and changes
• Service catalog for standardized requests
• Reporting tools for SLA monitoring and trend analysis

Security features

• SOC 2 Type II certified with GDPR compliance
• Data encryption in transit and at rest
• Role-based access controls and SSO support

SolarWinds pricing

• Starts at $39 per technician/mo
• Modular pricing is available for Incident Response ($9 per user/mo) and Monitoring & Observability ($6 per user/mo)
• Free 30-day trial available

What users say

“It’s easy to find the tickets I’m looking for, which was always an issue with the products we used previously.” — A user from the warehouse industry

7. Freshdesk

Best for: small businesses looking for an affordable help desk

Freshdesk offers multichannel support through email, chat, and phone. It includes automation and a self-service portal, with paid plans adding AI-powered features. Its free plan makes it accessible for smaller teams.

Key features

• Multichannel ticketing (email, chat, phone, social media)
• AI-powered ticket suggestions and auto-categorization
• Workflow automations for escalations and follow-ups

Security features

• ISO 27001 and SOC 2 compliant
• GDPR-ready with full data encryption
• IP whitelisting, SSO, and team permissions

Freshdesk pricing

• Starts at $15 per user/mo
• 4 plans are available: Growth, Pro, Pro + Copilot, Enterprise
• Free plan available for 2 agents

What users say

“The Freshdesk app is a lifesaver for staying on top of tickets while I’m out and about. Those real-time pings and super simple dashboard let me handle emails, chats and everything else without missing a beat, keeping my team humming even on the road.” — Yash L., a senior software developer

8. Help Scout

Best for: teams that want a simple, conversation-driven help desk

Help Scout is designed to make support feel straightforward and personal. It provides a shared inbox, live chat, and a knowledge base in an easy-to-use interface.

Key features

• Shared inbox built for teams
• Live chat and in-app messaging for quick responses
• Knowledge base tools for easy self-service

Security features

• SOC 2 certification and GDPR compliance
• Data encrypted in transit and at rest
• SSO and role-based access options

Help Scout pricing

• Starts at $50 per mo for unlimited users
• 2 plans available: Standard and Plus
• Free plan available for 100 contacts per month and unlimited users

What users say

“The shared inbox keeps all client conversations organized in one place, and the HubSpot integration automatically adds context to every interaction.” — Marcelo H., a customer success manager

9. Live Agent

Best for: companies needing multichannel support in one place

LiveAgent combines email, chat, calls, and social media into a single dashboard. It includes ticket routing, reporting, and SLA tools for managing customer requests across channels.

Key features

• Centralized dashboard for email, chat, calls, and social channels
• Real-time visitor monitoring with proactive chat invites
• SLA management and performance reporting

Security features

• GDPR-compliant with encrypted connections
• Secure data centers with regular audits
• Access controls and IP restrictions

Live Agent pricing

• From $9 per agent/mo
• 4 plans available: Small business, medium business, large business, enterprise
• Free trial available

What users say

“The live chat feature has proven to be a standout for real-time engagement. It allows personalizing the chat widgets to align with our brand identity, which is crucial for maintaining consistency across our platforms.” — Frank S., a small business owner

10. Jitbit

Best for: teams that want flexible deployment options

Jitbit offers cloud and on-premise help desk software. It supports email ticketing, a knowledge base, and automation, with integrations for common tools like Slack and GitHub.

Key features

• Email-based ticketing with automation rules
• Internal knowledge base for FAQs and docs
• Cloud and on-premise deployment options

Security features

• GGDPR and HIPAA compliant (hosted version)
• SSL/TLS encryption in transit and at rest
• Role-based permissions with SSO support

Jitbit pricing

• Starts at $24/mo for cloud-based subscription
• Perpetual licensing available in 3 plans: Small, Company and Enterprise

What users say

“Jitbit allows you to provide quick and practical support through the use of canned responses, effective knowledge base tools, ticket routing, as well as company branding.” — Verified user in Information Technology and Services

Why monday service is such a strong alternative to Zoho Desk

Plenty of tools can replace Zoho Desk, but monday service takes things further than the rest. With AI woven into every workflow and customization that doesn’t require IT, it gives teams the speed, visibility, and flexibility that other platforms struggle to match. Here’s what you can expect from monday service.

1. Accelerate ticket resolution with AI-driven automation

With AI Blocks built into monday service, tickets are automatically categorized by urgency or sentiment, routed to the right agent, and enriched with extracted info from emails or attachments. That means less manual triage and faster responses compared to traditional ticketing systems.

2. Unlock 24/7 productivity with a Digital Workforce

Unlike Zoho Desk’s standard automation, monday service includes a Digital Workforce. These AI specialists continuously monitor tickets, analyze service trends, and even generate weekly performance reports. They evolve through human-AI interactions, providing proactive support without adding headcount.

3. Make adoption easy with an intuitive, no-code interface

Many service tools require heavy admin setup or specialist training but monday service is designed for quick adoption. It offers best-practice templates, drag-and-drop boards, and a UI that mirrors the rest of the monday.com Work OS. The result? Your team gets value in days, not months, while reducing total cost of ownership.

4. Manage the full service lifecycle on one platform

monday service connects ticketing, change management, SLAs, CSAT surveys, and service analytics in one place. With a full range of useful integrations, teams see every moving part in context, whether it’s a customer request, an IT issue, or a project milestone.

5. Customize workflows in plain language with monday vibe

There’s no need for developers or weeks of configuration to maximize the value of our platform. With monday vibe, you simply describe the workflow you need (like a high-priority ticket escalation path), and the platform builds it instantly. From there, you’ll refine automations, add approval steps, or create dashboards, all without code.

How to make the transition from Zoho Desk to monday service

If your tickets, contacts, and knowledge base currently live in Zoho Desk, moving to monday service doesn’t mean starting over. You can:

• Export your Zoho Desk data: Download service tickets, contacts, and knowledge base articles in CSV format.
• Import into monday service: Use the import tool to map Zoho fields (like ticket status, priority, and requester) directly to your monday service boards.
• Rebuild or improve workflows: Take advantage of the move to design smarter processes, using AI to route tickets, suggest next steps, or manage SLAs.
• Activate AI capabilities: Put Digital Workers to work monitoring tickets, auto-classifying issues, and even generating reports.
• Onboard your team quickly: With monday service’s intuitive interface, your agents and admins will adapt fast.

monday service gives your team a fresh start with smarter tools, stronger collaboration, and AI that genuinely works alongside you. So the transition is really an upgrade, rather than a disruption. Get a free monday service trial and see what an incredible service desk experience feels like.