Zendesk has lengthy been the dominant identify in customer support software program. However in 2025, companies are transferring towards sooner, smarter, and extra versatile instruments. From AI-powered automation to real-time collaboration inside Slack or Microsoft Groups, the brand new technology of platforms is constructed for the way in which fashionable help groups truly work.
So what’s driving the shift—and what instruments are changing Zendesk?
Why are firms transferring away from Zendesk?
Whereas nonetheless highly effective, Zendesk typically looks like a legacy platform in right now’s fast-paced, conversational world. Widespread causes for switching embrace:
- Restricted native help for real-time instruments like Slack (Slack customers report 32% fewer emails and 27% fewer inner conferences—which means help carried out in Slack is very built-in and low friction)
- Excessive licensing prices for rising groups
- Complicated setup and configuration
- Lack of built-in AI with out costly add-ons
- Inefficiencies for remote-first or hybrid groups
The brand new wave of customer support software program focuses on collaboration, simplicity, and automation—and it’s altering the way in which groups ship help.
For a extra detailed comparability of contemporary instruments changing Zendesk, try this information to prime Zendesk options.
Prime Zendesk options in 2025
1. Thena – Greatest for Slack-First, B2B Groups
Very best for: SaaS, B2B, startups, distant groups utilizing Slack
Thena is making waves with its Slack-native method to help. Reasonably than working in a separate assist desk, it lets companies handle help instantly in Slack channels, bringing groups and prospects nearer.
Highlights:
- Handles tickets inside Slack with structured threads
- Constructed-in AI for triaging, summarising, and prioritising help requests
- Requires minimal onboarding for each brokers and prospects
- Very best for Slack Join use circumstances in B2B or inner IT help
Greatest for groups that wish to centralise all help inside Slack and automate repetitive workflows.
2. Gorgias – Greatest for e-commerce companies
Very best for: Shopify, WooCommerce, DTC manufacturers
Gorgias is constructed particularly for e-commerce, permitting help brokers to entry buyer knowledge, orders, and delivery information instantly throughout the assist desk.
Highlights:
- Deep integrations with Shopify, Magento, BigCommerce
- Automations for frequent questions (order standing, returns, delivery)
- Unified view of buyer interactions throughout e mail, chat, SMS
- Macros and templates tailor-made for retail workflows
Excellent for fast-paced e-commerce groups managing excessive ticket volumes throughout product launches or seasonal peaks.
3. Intercom – Greatest for product-led progress and SaaS
Very best for: SaaS, apps, startups with in-app person bases
Intercom combines reside chat, onboarding, and help right into a single platform. It’s recognized for real-time messaging, proactive help, and sturdy bot automation.
Highlights:
- Embedded chat for web sites and apps
- Onboarding flows and product excursions
- AI bots that auto-respond and route tickets
- Wonderful for progress groups that mix help + advertising and marketing
Greatest for SaaS firms targeted on person retention and quick onboarding.
4. Freshdesk (by Freshworks) – Greatest all-around assist desk
Very best for: Mid-sized companies, name centres, omnichannel help groups
Freshdesk is a full-service assist desk platform with options that rival Zendesk however at a extra approachable value level.
Highlights:
- Electronic mail, telephone, chat, and social media integration
- AI agent “Freddy” suggests replies and classifies tickets
- SLA administration, reporting, and automation guidelines
- Integrates with Freshsales, Freshchat, and different instruments
A fantastic selection for companies that want a robust, all-in-one system with out Zendesk’s complexity.
5. Assist Scout – Greatest for small groups that prioritise simplicity
Very best for: Startups, nonprofits, groups with restricted IT sources
Assist Scout is liked for its clear, human-centred design and ease of use. It strips away the litter of conventional assist desks and focuses on personalised, email-first help.
Highlights:
- Shared inbox with collaboration instruments
- Stay chat and information base included
- No ticket numbers—simply actual conversations
- Constructed-in reporting for small groups
Nice for firms that desire a light-weight, pleasant different to complicated help programs.
Bonus mentions: Different instruments on the rise
- Entrance – Combines shared inboxes with CRM options; nice for gross sales + help groups.
- Zoho Desk – Reasonably priced and deeply built-in with Zoho’s ecosystem.
- Deskbird or ClearFeed – Slack-based instruments are gaining traction amongst IT and ops groups.
The larger pattern: Conversational, collaborative, AI-driven
The shift away from Zendesk isn’t nearly prices or UI—it’s about how help is basically altering. Groups now count on:
- Actual-time, Slack-based collaboration
- AI to scale back handbook effort
- Integration with product and gross sales instruments
- Frictionless help throughout each touchpoint
Ultimate ideas
Zendesk should work for a lot of organisations—nevertheless it’s not the one (or greatest) selection.
Whether or not you’re seeking to scale your startup, streamline help on your e-commerce model, or modernise a B2B assist desk inside Slack, there are highly effective options that align higher together with your workflows.
Discover instruments like Thena, Gorgias, Intercom, Assist Scout, and Freshdesk—every presents a singular tackle what customer support ought to appear like in 2025.
