ThinkOwl, The One Stop Customer Service Solution — Best Alternative to Zendesk and Freshdesk

6 min readMar 23, 2022


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Summary: Based on your unique customer service requirements, Zendesk or Freshdesk may not be the best option for every company. So, before you pay a hefty amount for a Zendesk or Freshdesk subscription, you should evaluate which Zendesk alternative or Freshdesk alternative is in high demand. In this context, ThinkOwl, the cloud-based helpdesk platform, could be an appropriate choice for you.

With ThinkOwl, you can be sure of being with your customers — every time, everywhere, and on an immediate basis. The solution offers process automation and a gamut of AI-powered tools that make your customer service operations streamlined, faster, and seamless, where you do not have to worry about manual or repetitive tasks.

In this article, we will dig deep into the ThinkOwl helpdesk, and explain why it can be the best alternative to Freshdesk and Zendesk.

Let’s start…

In a hurry to get your business running smoothly on track and the mad rush to become profitable, many business-critical decisions like choosing a perfect helpdesk to support customers are often taken without careful thought.

Peer pressure and the inclination to select software with a ‘if it’s good for others, it’ll be good for me too’ mindset may not be the right move for your business.

Big players in the customer service and customer delight space might occupy the peaks of the overall industry-wide sales graphs. However, going with the flow and selecting the most prominent name or the most economical customer service software may not help.

Instead, it would be best if you had helpdesk software that is intelligent, intuitive, blends multiple channel interactions, and streamlines them to enhance overall customer and agent experiences.

A State-of-the-Art Helpdesk Platform is The Need of The Hour

Customer service transformed a great deal after 2020, and if there’s one thing service teams know, it’s that customers want the best. Customers want great products along with excellent service and support.

Not only a powerful helpdesk software can improve your overall service delivery but also drives agent satisfaction, promotes customer delight, and ensures organizational growth.

Are You Looking for a Zendesk Alternative or a Freshdesk Alternative?

Businesses often accumulate multiple technologies or martech stacks, combining one or more software that aids marketing and customer service. However, without vision and holistic strategy, these technologies can disrupt the smooth flow of service delivery and create wrinkles in the overall customer experience. That is why you should look at ThinkOwl, the best alternative to Zendesk and Freshdesk.

Why choose ThinkOwl, as an alternative to Zendesk and Freshdesk?

If you have a customer-centric business, you must consider ThinkOwl helpdesk software that helps service agents work smarter, find accurate resolutions faster and resolve more cases/tickets in less time.

Here are the 3 reasons why you should trust ThinkOwl:

  • Created by industry experts who are pioneers in Artificial Intelligence.
  • Cares for your business and keeps a 360º overview of case management.
  • Empowers your service team with superhuman service skills.

With ThinkOwl, you can be sure of being with your customers — round the clock. It helps you create a user-friendly, global helpdesk that ensures you are there for your customers at every step in their journey. The solution is perfect for businesses of all sizes — big and small, and it also delivers the highest possible automation for various tasks.

Why ThinkOwl is your number one choice as a Zendesk alternative or Freshdesk alternative:

  • Get a hassle-free setup and a configuration that is built just for you.
  • Excellent multi-channel support makes it easy for your support agents to provide consistently excellent service wherever your customers reach out.
  • ThinkOwl is a helpdesk that is always aware and continuously optimizing. The solution is backed by Artificial Intelligence that learns from your agents how they resolve cases, and subsequently starts automating the workflow with precision, which gets better every day. The more data you feed, the more accurate and fast ThinkOwl becomes.

Let’s take a closer look at some of the salient features of ThinkOwl:

Intelligent Suggestions:

One of the top features of ThinkOwl that service agents love is the AI-powered intelligent suggestions that come in the form of smart responses, similar case suggestions, and expert users.

Smart Responses: ThinkOwl’s AI analyzes which responses and knowledge articles have been used for similar cases in the past. It then provides intelligent suggestions for your agents, where they only have to select a suitable suggestion while replying to a customer message. Your agents can respond to customer inquiries faster simply by inserting a smart response instead of having to type all the details while replying.

Case Suggestions: If your agents want to refer to cases that are similar to the ones they are currently working on, AI recommends those as well. So your agents can quickly check how those cases are resolved and take appropriate action on the current cases they are working on.

Expert Users: In addition, ThinkOwl also suggests expert users who have experience in handling similar cases. Your agents can directly message an expert user while working on a case to clear any doubts.

Process Automation:

ThinkOwl lets you automate your workflows, guides your team through case processing, and automatically triggers actions. With ThinkOwl’s intelligent workflows, you can streamline and manage processes and responsibilities in customer service. You can simply define the tasks and rules for service processes all by yourself. No programming is needed. It’s that easy!

Knowledge Base:

Knowledge is a module of ThinkOwl that acts as a digital library where you can create an information bank for your support operations. The Knowledge comprises useful documents related to products, policies, processes, offers, or terms and conditions. Your service team can use this information to provide quick replies to cases. In addition, it also allows your customers to find answers on their own without seeking assistance from an agent.

(1) Knowledge provides round-the-clock assistance to agents and customers, thus reducing waiting time.

(2) Eases pressure on your delivery teams, by deflecting minor queries to self-help channels.

(3) Organizes all the information service reps and customers need at their fingertips in one console.

Conversation Bots:

Conversation bots understand customer intent and determine the best response for every case. For example, if your agents are unavailable, or if the ticket inflow is too high to handle, the bot gets into action. Simply put, conversation bots assist agents in chat and various other channel conversations by detecting customer intents, suggesting responses, and prompting the customer to provide details needed to fulfill the intent.

Customer Satisfaction Survey:

Conduct real-time surveys using ThinkOwl’s powerful ‘Survey’ tool. It helps to gather feedback from clients, drive improvements across the customer journey, and measure their level of satisfaction. ThinkOwl’s Survey displays the output of all client feedback. Based on the reports, you can identify unhappy clients, take action and prevent them from churning, and facilitate a five-star customer experience.

Integrations with 3rd Party Applications:

ThinkOwl can be integrated with 3rd party applications enabling you to manage everything from a single console by fetching or exporting data back and forth between applications. For instance, if you wish to integrate ThinkOwl helpdesk with your eCommerce portal, ThinkOwl offers the mechanism to do so.

Analytics and Reporting (KPIs, Metrics, Insights, Predictive Analysis)

ThinkOwl’s advanced analytics and reporting tool track important metrics related to customer preferences, problems, complaints, etc. It helps to make strategic decisions driven by data, keeping guesswork at bay. At the same time, it also enables you to optimize or improve your service operation. With ThinkOwl, you can understand and graphically visualize important reports, and make sense of various performance measuring metrics.

ThinkOwl, The Cloud-based Helpdesk — Best Zendesk Alternative and Best Freshdesk Alternative

ThinkOwl helps you support your customers from anywhere, round-the-clock — even remotely. It is easy to set up and operate. You can create workflows, set automation rules, and leverage Artificial Intelligence for effective case handling. The solution is cost-effective too, as it does not incur any capital expenditure for hardware installations. Customer data, case history, or valuable information are stored in the cloud and are always safe.

ThinkOwl, the right alternative to Zendesk and Freshdesk, offers customizable value-added plans for all. It is best suited for small businesses or startups — the base plan costs nothing.

Put your customer service on wings with ThinkOwl, the powerful alternative to Zendesk and Freshdesk.

Article written by: Soumyadeep Roy


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Artificial Intelligence + Helpdesk Software = Better Relationships. ThinkOwl helps businesses streamline customer service operations.