Zendesk Suite vs FreeScout

Freshdesk

Zoho Desk

Intercom

osTicket

Alloy Navigator

Alcea Helpdesk

Compare Zendesk Suite and FreeScout based on features, pricing, verified reviews, integrations & more on GetApp. Find out which software is best for your business in 2026.

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

Zoho Desk is a web and mobile-based customer service software that enables businesses of all sizes and types to deliver customer support, empower agents, and maintain operations.

Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational efficiency, and scaling with your business every step of the way. 

Zendesk offers an AI-powered service platform that unifies conversations from multiple channels. It features AI agents for resolving inquiries, ticketing for support requests, and analytics for tracking service quality. Its Resolution Learning Loop technology enhances automation by integrating AI, human agents, and knowledge resources on one platform.

Account Alerts

Account Management

Activity Dashboard

Activity Tracking

AI Copilot

Alerts/Escalation

Alerts/Notifications

Analytics

Archiving & Retention

Asset Tracking

Assignment Management

Audit Trail

Automated Responses

Automated Routing

Automatic Call Distribution

Autoresponders

Availability Management

Batch Communications

Blended Call Center

Call Center Management

Call Logging

Call Monitoring

Call Recording

Call Reporting

Call Routing

Call Scripting

Caller ID

Campaign Management

Canned Responses

Capacity Management

Case Management

Catalog Management

Change Management

Chat/Messaging

Churn Management

Client Management

Client Portal

CMDB

Collaboration Tools

Commenting/Notes

Communication Management

Complaint Monitoring

Computer Telephony Integration

Configurable Workflow

Configuration Management

Contact Management

Content Creation

Content Management

Contract/License Management

Corrective and Preventive Actions (CAPA)

Customer Complaint Tracking

Customer Database

Customer Engagement

Customer Experience Management

Customer History

Customer Management

Customer Portal

Customer Segmentation

Customer Service Analytics

Customer Social Profiles

Customer Support

Customizable Branding

Customizable Fields

Customizable Forms

Customizable Reports

Customizable Templates

Dashboard

Data Import/Export

Decision Support

Discussions/Forums

Document Storage

Drag & Drop

Email Management

Email Templates

Email Tracking

Event Triggered Actions

Feedback Management

File Sharing

Filtering

For Insurance Industry

For iPad Devices

For Startups

Forms Management

Full Text Search

Gamification

Geotargeting

Group Management

Health Score

Help Desk Management

Inbound Call Center

Incident Management

Interaction Tracking

Interactive Content

Issue Auditing

Issue Management

Issue Scheduling

Issue Tracking

Zendesk Suite

Android

Web-based

iPad

iPhone

freelancer

I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.

Senior SEA Specialist

This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.

Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.

IT Operations manager

Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in.

Ecommerce Manager

I loved the ease of deployment and the UX on the admin end. It was very easy to segment and follow what was going on and was even fun to play with different options.

We ended up switching to a free service which better fit our needs. All in all it was a pleasant experience and we used it for 3 years to manage the chat on our site.

Operations manager 

It’s very useful for our customer support helpline which we launched during the pandemic and insures that we make the customer journey experience good for.

Director, Customer Success

Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.

HR manager

I liked the simple yet useful UI of zendesk. The ticketing system is very useful and efficient, reporting and user data is useful and quite accurate.

People Technology Junior Analyst

I like Zendesk's robust ticketing capabilities. Despite its high price, it's an extremely powerful CRM tool when compared to competitors.

Social Media Customer Support

Overall, it's a fantastic platform for e-mail support while also offering the ability to have everything in one place.

Support Manager

Non-Existent & TERRIBLE Customer Service. You are just a number to them.

Technology Consultant

We have been using Zendesk for a client project to help us receive and assign tickets from our client. The system is great and easy to use.

Designer

I like the premade templates that is currently used for our FAQ. It is great that our engineering team does not need to develop this separately.

If you ever need support from Zendesk then it is horrible.

NOC Team Leader

Also it can easily be integrated to a lot of platform. What I like the most is the ability to integrate with Slack.

Information Technology Support Specialist

The only minor dislike us that when the client your chatting with goes offline your messages or conversation gets erased.

Zendesk is a powerful CRM tool that totally worth the price.

Zendesk Suite screenshot: Zendesk Suite organizing tickets

Zendesk Suite screenshot: Zendesk Suite agent performance tracking

Zendesk Suite screenshot: Zendesk ticket volume tracking

Zendesk Suite screenshot: Streamline ticket redirection

Zendesk Suite screenshot: Zendesk Suite contextual workplaces 

Zendesk Suite screenshot: Zendesk Suite team collaboration 

Freelancers

Large Enterprises

Mid Size Business

Non Profit

Public Administrations

Small Business

Alcea Helpdesk is an enterprise customer service platform that allows businesses to manage customer support, interactions, case notes, and documents from within a centralized system.


Alloy Navigator is an all-inclusive IT Service and Asset Management solution that provides thoughtful answers to your toughest IT challenges.

osTicket is an open source <b>customer support ticket management software</b>. The application enables you to gather all incoming enquirers from email, web forms and phone calls into one platform. You can then filter tickets and route them to the right agent. You use the auto-assigner and auto-responder to set repeated workflows and actions for certain ticket types. The free customer support app also offers a customer self-service portal and dashboard reports.

FreeScout is an open source help desk and shared inbox software built with PHP that can be deployed on a shared hosting server. It offers various features, including support agents, ticket management, multiple mailboxes, and more.

Knowledge Management

Mobile App

Multi-Channel Communication

Reporting/Analytics

Self Service Portal

Service Level Agreement (SLA) Management

FreeScout

Linux

Windows

Overall, a nice little piece of open source freeware that, if you have not used ZenDesk would be a good starter help desk.

Partner

For what it costs and can do, I will forever recommend Free Scout for those capable of deploying it.

FS is super easy to use for clients and support team. Clients are only using email which is perfect, no need to log into another portal and remember username and password.

Project Consultant

It never hangs and run so smooth that it has attracted many. The notifications, commands, conversational tracking and record management is done in seamless way on this unified platform.

Manager

Getting stuck and difficult to move to another platform.

DevOps Manager

Freescout is super easy to deploy, use and manage with all parts of our business using the solution and also has frequent updates keeping the solution fresher than costly alternatives.

It is an open source ticket management solution platform with great features for wide utility.

Had to pay extra for necessary features, had no support behind it and was tricky to set up and then move to another server, which was a must for me.

If they disappear tomorrow, you can still use it and update it, it is an open source project. Except from the cost of the server, there is no monthly fee.

Zendesk Suite vs FreeScout Comparison (2026)

Zendesk Suite

FreeScout

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives