Zendesk Alternative: Better Options for Online Stores in 2026
Bugalou Platform
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Everything you need for great customer service — in one platform
Everything you need for great customer service — in one platform
Zendesk is one of the most well-known helpdesk platforms in the world. But for many online stores and small businesses, it's simply too expensive, too complex, or too generic. If you're considering switching, here's an honest comparison of the best alternatives.
Zendesk isn't right for everyone. The most common reasons to look for an alternative:
Bugalou is a customer service inbox built specifically for online stores. Manage messages via WhatsApp, email, Instagram, and more from one overview — with direct integrations with Shopify, WooCommerce, and bol.com.
Where Bugalou excels:
When it's less suitable: If you have large enterprise support processes or need advanced SLA reporting across multiple departments.
Freshdesk by Freshworks has a free plan for small teams and paid plans starting at around €15 per agent per month. It's more user-friendly than Zendesk and has a wide range of integrations.
Strength: Free plan with basic functionality, good ticketing. Weakness: Advanced features (like AI or automation) require pricier plans. E-commerce integrations are less deep than specialised tools.
Intercom combines live chat, email, and a knowledge base. It excels at proactive customer communication and onboarding. However, pricing is conversation-based and can increase quickly at higher volumes.
Strength: Excellent live chat and automated workflows. Weakness: Expensive at high conversation volumes. Less suitable for traditional email ticketing.
Gorgias is built around Shopify integration. You see order details directly in every conversation and can edit orders from the inbox. Pricing is based on the number of tickets per month.
Strength: Deepest Shopify integration on the market. Weakness: Heavily Shopify-dependent. Less suitable if you also use bol.com or WooCommerce.
HelpScout is a clean shared inbox for teams. No tickets — just an email-like experience. Great for small teams who want to get started quickly.
Strength: Intuitive interface, good collaboration. Weakness: Limited WhatsApp and social media integrations. Less suitable for multi-channel stores.
| Tool | Starting price | Agents | E-commerce | |
|---|---|---|---|---|
| Zendesk | ~€55/agent/mo | Per agent | Limited | Yes |
| Bugalou | Fixed rate | Unlimited | Shopify, bol.com, WooCommerce | Yes |
| Freshdesk | Free / ~€15/agent | Per agent | Limited | Yes |
| Gorgias | Ticket-based | Unlimited | Shopify | Limited |
| HelpScout | ~€20/agent | Per agent | Limited | No |
Prices are indicative and may change. Always check the current pricing page.
Zendesk remains a strong choice if you:
Consider an alternative if you:
Zendesk is powerful, but for many online stores it's overkill. The combination of high price, complex setup, and generic features means more and more e-commerce businesses are switching. Depending on your situation, Bugalou, Freshdesk, or Gorgias may be a better fit.
Want to see if Bugalou suits your situation? Start a free trial.
Founder of Bugalou and e-commerce entrepreneur. As a business owner, I noticed that customer service tools were either unaffordable or so complex you needed an IT department. That frustration led to Bugalou.