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
(6,149)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 its multi-channel coverage with a rating of 9.8, allowing seamless integration across various platforms, while Help Scout, although strong, has a slightly lower rating of 8.3 for social integration.
- Reviewers mention that Help Scout shines in ease of use, scoring 9.2 compared to Zendesk's 8.5, making it a preferred choice for small businesses looking for a straightforward ticketing system.
- G2 users highlight that Zendesk's ticket creation user experience is rated at 8.8, which is competitive, but Help Scout edges ahead with a score of 9.2, indicating a more intuitive interface for users.
- Users on G2 report that Help Scout's internal discussion feature is rated at 9.1, which facilitates better team collaboration, while Zendesk's rating of 8.3 in this area suggests room for improvement.
- Reviewers say that Zendesk's SLA management feature is rated at 8.1, which is decent, but Help Scout's 8.3 indicates a more robust approach to managing service level agreements effectively.
- Users report that Help Scout's knowledge base feature is rated at 9.0, providing a superior self-service experience compared to Zendesk's 8.5, which is crucial for enhancing customer support efficiency.
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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
4,747
Ease of Use
9.2
309
8.5
4,785
Ease of Setup
9.1
156
7.9
2,858
Ease of Admin
9.1
160
8.2
2,897
Quality of Support
9.1
281
8.4
4,438
Has the product been a good partner in doing business?
9.1
153
8.4
2,821
Product Direction (% positive)
8.1
294
7.9
4,400
Features by Category
Ticket and Case Management
9.2
170
|
Verified
8.8
2241
|
Verified
9.2
169
|
Verified
8.7
2257
|
Verified
8.6
183
|
Verified
8.5
2182
|
Verified
8.6
159
8.4
2029
|
Verified
Feature Not Available
8.1
1617
|
Verified
8.6
171
|
Verified
8.4
2095
|
Verified
8.9
170
|
Verified
8.6
2083
|
Verified
8.2
94
8.2
1548
|
Verified
Generative AI
Not enough data
7.2
117
Not enough data
7.2
120
Communication Channels
Feature Not Available
8.4
1758
|
Verified
9.3
161
|
Verified
8.7
2004
|
Verified
7.7
96
|
Verified
8.4
1423
|
Verified
7.8
56
8.0
1128
|
Verified
7.4
24
|
Verified
8.1
1014
|
Verified
Platform
7.3
34
7.6
1100
|
Verified
7.8
85
|
Verified
8.0
1457
|
Verified
8.7
99
|
Verified
8.2
1669
|
Verified
8.6
73
|
Verified
8.1
1460
|
Verified
8.1
139
|
Verified
7.8
2059
|
Verified
8.3
146
|
Verified
7.9
2127
|
Verified
Administration
Not enough data
8.4
191
|
Verified
Not enough data
7.9
172
|
Verified
Not enough data
8.3
219
|
Verified
Service Desk
Not enough data
9.0
247
|
Verified
Not enough data
8.7
223
|
Verified
Not enough data
8.6
211
|
Verified
Management
Not enough data
8.3
184
|
Verified
Not enough data
8.4
185
|
Verified
Not enough data
8.3
174
|
Verified
Not enough data
8.0
134
|
Verified
Not enough data
8.3
127
Functionality
Not enough data
9.0
199
|
Verified
Not enough data
8.5
163
Not enough data
8.4
171
|
Verified
Not enough data
8.6
181
|
Verified
Administration
Not enough data
8.1
562
Not enough data
7.9
543
Not enough data
8.2
604
Knowledge Management
Not enough data
8.6
747
Not enough data
8.2
597
Not enough data
7.9
649
Compliance
Not enough data
8.3
526
Not enough data
8.2
488
Not enough data
8.2
491
Not enough data
8.0
464
Customer Support
Not enough data
8.0
611
Not enough data
7.8
587
Not enough data
7.8
422
Data Security
Not enough data
8.1
433
Not enough data
8.1
434
Not enough data
8.3
525
Not enough data
8.5
471
Administration
Not enough data
8.2
620
Not enough data
8.3
731
Not enough data
8.6
735
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
589
Not enough data
8.3
585
Not enough data
8.3
556
Reporting
Not enough data
8.3
515
Not enough data
7.9
489
Not enough data
8.1
569
Generative AI
Not enough data
7.3
108
Not enough data
7.1
107
Responses
Not enough data
8.2
32
Not enough data
8.7
39
Not enough data
8.5
40
Automation - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
8.5
41
Not enough data
8.7
39
Not enough data
8.7
35
Autonomy - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
8.1
6
Not enough data
8.9
6
Responses
Not enough data
8.1
396
Not enough data
8.1
393
Not enough data
8.3
379
Not enough data
8.1
377
Not enough data
8.1
285
Platform
Not enough data
8.6
398
Not enough data
8.2
396
Not enough data
8.2
391
Not enough data
8.2
392
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
385
Generative AI
Not enough data
8.3
44
Not enough data
8.0
43
Conversational Platform
8.3
56
8.1
763
8.5
30
8.2
620
8.7
32
8.1
589
8.4
35
8.1
657
Support Automation
8.4
35
8.1
623
8.9
41
8.2
667
8.4
33
8.4
620
9.1
35
8.0
698
Generative AI
Not enough data
7.6
115
Not enough data
7.6
115
Messaging Channels
Not enough data
7.6
62
Not enough data
9.0
153
Not enough data
8.3
75
Not enough data
8.5
83
Administration
Not enough data
8.1
88
Not enough data
8.8
137
Not enough data
8.3
93
Not enough data
8.4
126
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
8.0
11
Not enough data
5.8
6
Not enough data
7.7
11
Automation
Not enough data
7.6
11
Not enough data
8.3
11
Not enough data
7.8
12
Artificial Intelligence
Not enough data
8.1
12
Not enough data
7.9
13
Not enough data
7.9
13
Generative AI
Feature Not Available
Feature Not Available
Feature Not Available
7.7
63
Feature Not Available
Feature Not Available
Communication
9.0
27
|
Verified
8.6
776
|
Verified
8.9
28
|
Verified
8.4
794
|
Verified
Feature Not Available
8.1
552
8.1
20
|
Verified
8.4
573
|
Verified
Feature Not Available
8.0
356
Internal Use
7.8
85
|
Verified
8.0
1457
|
Verified
8.7
27
|
Verified
8.4
689
|
Verified
7.7
16
|
Verified
8.0
490
9.0
30
|
Verified
8.4
735
9.5
28
|
Verified
8.6
662
|
Verified
8.6
28
|
Verified
8.2
689
|
Verified
Generative AI
Feature Not Available
Feature Not Available
Self-Service Experience
8.7
104
8.5
1408
8.3
100
8.4
1346
Feature Not Available
8.0
938
8.3
23
7.7
559
8.7
26
7.9
692
Self-Service Platform
8.7
25
8.2
740
8.6
28
8.2
755
Feature Not Available
7.6
574
8.8
26
8.1
720
Generative AI
Not enough data
6.8(won by default)
37
Not enough data
6.8(won by default)
38
Process
Not enough data
8.4(won by default)
521
Not enough data
9.0(won by default)
697
Not enough data
8.8(won by default)
646
Channels
Not enough data
9.0(won by default)
697
Not enough data
8.3(won by default)
542
Not enough data
8.7(won by default)
521
Not enough data
8.2(won by default)
444
Not enough data
8.3(won by default)
380
Insight
Not enough data
8.2(won by default)
497
Not enough data
8.3(won by default)
608
Not enough data
8.4(won by default)
521
Not enough data
8.7(won by default)
628
Generative AI
Not enough data
7.5
48
Not enough data
7.4
47
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
4.9%
Consumer Services
4.4%
Other
58.2%
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
Arie S.
Verified User in Health, Wellness and Fitness
This is not a typical customer support ticket management application and some of the functionality, when it comes to escalating a ticket is very limited. Although the number of support 3rd party application is constantly growing, I find it still very...
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...
Arie S.
Verified User in Health, Wellness and Fitness
This is not a typical customer support ticket management application and some of the functionality, when it comes to escalating a ticket is very limited. Although the number of support 3rd party application is constantly growing, I find it still very...
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
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
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
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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