Compare Help Scout and Zendesk Support Suite 
At a Glance
Market Segments
Small-Business (61.8% of reviews)
Mid-Market (45.5% of reviews)
Entry-Level Pricing
$50.00 Per Month
$19.00 1 user per month billed annually
Help Scout
Star Rating
(407)4.4 out of 5
Market Segments
Small-Business (61.8% of reviews)
Entry-Level Pricing
$50.00 Per Month
Free Trial is available
Browse all 3 pricing plansZendesk Support Suite
Star Rating
(6,184)4.3 out of 5
Market Segments
Mid-Market (45.5% of reviews)
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zendesk Support Suite excels in multi-channel coverage with a score of 9.8, allowing seamless integration across various platforms, while Help Scout, although strong, scores slightly lower at 8.3 for its social media integration capabilities.
- Reviewers mention that Help Scout offers a superior user experience with its ticket creation and response user experience, both scoring 9.2, compared to Zendesk's scores of 8.8 and 8.7 respectively, highlighting Help Scout's intuitive interface.
- G2 users note that Help Scout's ease of use is a standout feature, scoring 9.2, which is significantly higher than Zendesk's 8.5, making it a preferred choice for small businesses looking for straightforward customer support solutions.
- Users on G2 report that Zendesk's automation features, particularly in response automation and SLA management, are robust with scores of 8.4 and 8.1, respectively, but Help Scout's automation tools are slightly better rated at 8.6 and 8.3, indicating a more efficient workflow for users.
- Reviewers mention that Help Scout's internal discussion and collaboration features, scoring 9.1, are highly praised for enhancing team communication, while Zendesk's collaboration features score lower at 8.6, suggesting a need for improvement in this area.
- Users say that Zendesk's reporting and analytics capabilities, with a score of 8.3, provide valuable insights, but Help Scout's analytics features are rated higher at 8.4, indicating a more user-friendly approach to data interpretation and performance tracking.
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Pricing
Entry-Level Pricing
Help Scout
Standard
$50.00
Per Month
Starts with 100 contacts per month and unlimited users
- All Free features and...
- Multiple Inboxes and Docs sites
- API and 100+ integrations
Zendesk Support Suite
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Help Scout
Free Trial is available
Zendesk Support Suite
Free Trial is available
Ratings
Meets Requirements
8.7
307
8.6
4,780
Ease of Use
9.2
309
8.5
4,821
Ease of Setup
9.1
156
7.9
2,889
Ease of Admin
9.1
160
8.2
2,922
Quality of Support
9.1
281
8.4
4,469
Has the product been a good partner in doing business?
9.1
153
8.4
2,846
Product Direction (% positive)
8.1
294
7.9
4,435
Features by Category
Ticket and Case Management
9.2
170
|
Verified
8.8
2254
|
Verified
9.2
169
|
Verified
8.7
2270
|
Verified
8.6
183
|
Verified
8.5
2195
|
Verified
8.6
159
8.4
2041
|
Verified
Feature Not Available
8.1
1630
|
Verified
8.6
171
|
Verified
8.4
2108
|
Verified
8.9
170
|
Verified
8.6
2096
|
Verified
8.2
94
8.2
1561
|
Verified
Generative AI
Not enough data
7.2
127
Not enough data
7.2
130
Communication Channels
Feature Not Available
8.4
1771
|
Verified
9.3
161
|
Verified
8.8
2017
|
Verified
7.7
96
|
Verified
8.4
1435
|
Verified
7.8
56
8.0
1140
|
Verified
7.4
24
|
Verified
8.1
1025
|
Verified
Platform
7.3
34
7.6
1113
|
Verified
7.8
85
|
Verified
8.0
1476
|
Verified
8.7
99
|
Verified
8.2
1682
|
Verified
8.6
73
|
Verified
8.1
1473
|
Verified
8.1
139
|
Verified
7.8
2072
|
Verified
8.3
146
|
Verified
7.9
2140
|
Verified
Administration
Not enough data
8.4
194
|
Verified
Not enough data
7.9
175
|
Verified
Not enough data
8.3
222
|
Verified
Service Desk
Not enough data
9.0
250
|
Verified
Not enough data
8.7
226
|
Verified
Not enough data
8.6
214
|
Verified
Management
Not enough data
8.3
187
|
Verified
Not enough data
8.4
188
|
Verified
Not enough data
8.3
177
|
Verified
Not enough data
8.0
137
|
Verified
Not enough data
8.2
130
Functionality
Not enough data
9.0
202
|
Verified
Not enough data
8.5
166
Not enough data
8.4
174
|
Verified
Not enough data
8.6
184
|
Verified
Administration
Not enough data
8.1
573
Not enough data
8.0
554
Not enough data
8.2
616
Knowledge Management
Not enough data
8.6
757
Not enough data
8.3
607
Not enough data
7.9
660
Compliance
Not enough data
8.3
537
Not enough data
8.2
499
Not enough data
8.3
502
Not enough data
8.0
475
Customer Support
Not enough data
8.0
620
Not enough data
7.8
596
Not enough data
7.8
431
Data Security
Not enough data
8.1
443
Not enough data
8.1
445
Not enough data
8.3
536
Not enough data
8.5
482
Administration
Not enough data
8.2
630
Not enough data
8.3
741
Not enough data
8.6
745
Generative AI
Not enough data
Feature Not Available
Channels
9.8
9
Not enough data
8.9
6
Not enough data
8.3
5
Not enough data
Design
7.9
7
Not enough data
9.2
6
Not enough data
8.7
10
Not enough data
9.2
10
Not enough data
9.6
9
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Usability
Not enough data
8.2
592
Not enough data
8.3
588
Not enough data
8.3
559
Reporting
Not enough data
8.3
518
Not enough data
7.9
492
Not enough data
8.1
572
Generative AI
Not enough data
7.2
111
Not enough data
7.0
110
Responses
Not enough data
8.1
40
Not enough data
8.6
47
Not enough data
8.3
48
Automation - AI Agents
Not enough data
6.1
6
Not enough data
6.4
6
Not enough data
6.4
6
Not enough data
6.4
6
Not enough data
6.4
6
Platform
Not enough data
8.3
48
Not enough data
8.4
46
Not enough data
8.4
42
Autonomy - AI Agents
Not enough data
6.1
6
Not enough data
6.1
6
Not enough data
6.1
6
Not enough data
6.4
6
Generative AI
Not enough data
7.6
12
Not enough data
8.0
11
Responses
Not enough data
8.1
400
Not enough data
8.1
397
Not enough data
8.3
384
Not enough data
8.1
382
Not enough data
8.1
290
Platform
Not enough data
8.6
403
Not enough data
8.2
401
Not enough data
8.2
396
Not enough data
8.2
397
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
389
Generative AI
Not enough data
8.3
49
Not enough data
8.1
48
Conversational Platform
8.3
56
8.1
772
8.5
30
8.2
630
8.7
32
8.1
597
8.4
35
8.1
665
Support Automation
8.4
35
8.1
632
8.9
41
8.2
675
8.4
33
8.4
628
9.1
35
8.0
706
Generative AI
Not enough data
7.7
123
Not enough data
7.7
123
Messaging Channels
Not enough data
7.6
64
Not enough data
9.0
156
Not enough data
8.3
77
Not enough data
8.5
85
Administration
Not enough data
8.1
91
Not enough data
8.9
140
Not enough data
8.3
96
Not enough data
8.4
129
Sorting & Filtering
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integrations
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Time Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
Not enough data
7.0
19
Not enough data
5.5
14
Not enough data
7.3
19
Automation
Not enough data
7.5
18
Not enough data
8.2
18
Not enough data
7.5
19
Artificial Intelligence
Not enough data
7.5
19
Not enough data
7.6
20
Not enough data
7.4
20
Generative AI
Feature Not Available
Feature Not Available
Feature Not Available
7.6
72
Feature Not Available
Feature Not Available
Communication
9.0
27
|
Verified
8.6
786
|
Verified
8.9
28
|
Verified
8.4
804
|
Verified
Feature Not Available
8.0
561
8.1
20
|
Verified
8.4
583
|
Verified
Feature Not Available
7.9
364
Internal Use
7.8
85
|
Verified
8.0
1476
|
Verified
8.7
27
|
Verified
8.4
697
|
Verified
7.7
16
|
Verified
8.0
498
9.0
30
|
Verified
8.4
744
9.5
28
|
Verified
8.6
671
|
Verified
8.6
28
|
Verified
8.2
698
|
Verified
Generative AI
Feature Not Available
Feature Not Available
Self-Service Experience
8.7
104
8.5
1417
8.3
100
8.4
1355
Feature Not Available
8.0
947
8.3
23
7.7
568
8.7
26
7.9
700
Self-Service Platform
8.7
25
8.2
748
8.6
28
8.2
763
Feature Not Available
7.6
581
8.8
26
8.1
728
Generative AI
Not enough data
6.6(won by default)
39
Not enough data
6.5(won by default)
40
Process
Not enough data
8.4(won by default)
525
Not enough data
9.0(won by default)
701
Not enough data
8.8(won by default)
650
Channels
Not enough data
9.0(won by default)
701
Not enough data
8.3(won by default)
546
Not enough data
8.7(won by default)
524
Not enough data
8.2(won by default)
446
Not enough data
8.3(won by default)
382
Insight
Not enough data
8.1(won by default)
500
Not enough data
8.3(won by default)
611
Not enough data
8.4(won by default)
523
Not enough data
8.7(won by default)
630
Generative AI
Not enough data
7.7
52
Not enough data
7.5
51
Categories
Categories
Shared Categories
Help Scout and Zendesk Support Suite are categorized as Digital Customer Service Platforms, Shared Inbox, Conversational Support, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Help Scout is categorized as Customer Communications Management and Email Management
Zendesk Support Suite is categorized as Genesys AppFoundry Marketplace, Complaint Management, Contact Center Knowledge Base, IT Service Management (ITSM) Tools, Chatbots, Google Workspace for Sales, Google Workspace Communication Tools, Social Customer Service, Proactive Notification, AI Agents, and Customer Service Automation
Reviews
Reviewers' Company Size
Help Scout
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk Support Suite
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
20.7%
Information Technology and Services
10.1%
Internet
7.8%
Marketing and Advertising
4.5%
Retail
4.3%
Other
52.5%
Computer Software
14.1%
Information Technology and Services
12.5%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.5%
Other
58.3%
Most Helpful Reviews
Help Scout
Most Helpful Favorable Review
Danielle L.
Verified User in Computer Software
HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...
Most Helpful Critical Review
Verified User in Retail
The reporting was not accurate at all, there were several instances when using this platform where the reports were incorrect
Zendesk Support Suite
Most Helpful Favorable Review
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Most Helpful Critical Review
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Danielle L.
Verified User in Computer Software
HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Verified User in Retail
The reporting was not accurate at all, there were several instances when using this platform where the reports were incorrect
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Discussions
Why sometimes the messages are not merged by themself?
2 comments
AG
Hey Oliver,
I'm Anthony. A member of Help Scout's support team.
If you still have questions about messages within Help Scout, please reach out and I'd...Read more
What should I look for in a ticketing system?
2 comments
AG
Help Scout recently announced a new integration with messenger, which is great news for their users. However, I find it disappointing that this integration...Read more
Do you have a mobile app?
1 comment
BD
Search for "Help Scout" in your device's application store.Read more
Is zendesk any good?
8 comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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