Compare Helpdesk 365 and Zendesk Support Suite 
At a Glance
Market Segments
Mid-Market (75.4% of reviews)
Mid-Market (45.5% of reviews)
Entry-Level Pricing
No pricing available
$19.00 1 user per month billed annually
Helpdesk 365
Star Rating
(142)4.8 out of 5
Market Segments
Mid-Market (75.4% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Helpdesk 365Zendesk 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 ticketing system, with a score of 9.0, while Helpdesk 365 follows closely with a score of 9.7, indicating that Helpdesk 365 offers a more robust ticketing experience overall.
- Reviewers mention that Helpdesk 365's quality of support is outstanding, scoring 9.8, compared to Zendesk's 8.4, suggesting that users may find more responsive and helpful support with Helpdesk 365.
- G2 users highlight that Helpdesk 365's ease of setup is significantly better, scoring 9.4 versus Zendesk's 7.9, which indicates that new users may find Helpdesk 365 more user-friendly when getting started.
- Users on G2 report that Helpdesk 365 shines in its reporting capabilities, achieving a score of 9.7, while Zendesk's score of 8.3 suggests that Helpdesk 365 provides more comprehensive analytics and insights.
- Reviewers mention that Zendesk Support Suite has a more extensive customer and contacts database, scoring 8.2, compared to Helpdesk 365's 7.7, indicating that users may benefit from better customer management features with Zendesk.
- Users say that Helpdesk 365's automation features, particularly in ticket routing and notifications, are superior, with scores of 8.9 and 9.2 respectively, while Zendesk's scores of 8.1 and 8.4 suggest room for improvement in these areas.
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Pricing
Entry-Level Pricing
Helpdesk 365
No pricing availableZendesk 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
Helpdesk 365
No trial information availableZendesk Support Suite
Free Trial is available
Ratings
Meets Requirements
9.3
55
8.6
4,747
Ease of Use
9.5
140
8.5
4,785
Ease of Setup
9.4
110
7.9
2,858
Ease of Admin
8.9
22
8.2
2,897
Quality of Support
9.8
54
8.4
4,438
Has the product been a good partner in doing business?
9.2
22
8.4
2,821
Product Direction (% positive)
9.8
55
7.9
4,400
Features by Category
Ticket and Case Management
8.9
6
8.8
2241
|
Verified
8.6
6
8.7
2257
|
Verified
8.9
6
8.5
2182
|
Verified
8.6
6
8.4
2029
|
Verified
9.2
6
8.1
1617
|
Verified
8.6
6
8.4
2095
|
Verified
8.9
6
8.6
2083
|
Verified
7.7
5
8.2
1548
|
Verified
Generative AI
Feature Not Available
7.2
117
Feature Not Available
7.2
120
Communication Channels
8.6
6
8.4
1758
|
Verified
8.6
6
8.7
2004
|
Verified
5.8
6
8.4
1423
|
Verified
6.1
6
8.0
1128
|
Verified
5.7
5
8.1
1014
|
Verified
Platform
8.9
6
7.6
1100
|
Verified
9.2
6
8.0
1457
|
Verified
9.7
6
8.2
1669
|
Verified
9.4
6
8.1
1460
|
Verified
8.3
6
7.8
2059
|
Verified
8.6
6
7.9
2127
|
Verified
Administration
9.7
5
8.4
191
|
Verified
8.3
5
7.9
172
|
Verified
9.7
5
8.3
219
|
Verified
Service Desk
9.7
5
9.0
247
|
Verified
9.7
5
8.7
223
|
Verified
9.7
5
8.6
211
|
Verified
Management
8.7
5
8.3
184
|
Verified
9.7
5
8.4
185
|
Verified
9.0
5
8.3
174
|
Verified
8.0
5
8.0
134
|
Verified
8.0
5
8.3
127
Functionality
9.7
5
9.0
199
|
Verified
9.0
5
8.5
163
7.7
5
8.4
171
|
Verified
8.7
5
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
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
Not enough data
8.1
763
Not enough data
8.2
620
Not enough data
8.1
589
Not enough data
8.1
657
Support Automation
Not enough data
8.1
623
Not enough data
8.2
667
Not enough data
8.4
620
Not enough data
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
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
Not enough data
Feature Not Available
Not enough data
7.7
63
Not enough data
Feature Not Available
Communication
Not enough data
8.6
776
|
Verified
Not enough data
8.4
794
|
Verified
Not enough data
8.1
552
Not enough data
8.4
573
|
Verified
Not enough data
8.0
356
Internal Use
9.2
6
8.0
1457
|
Verified
Not enough data
8.4
689
|
Verified
Not enough data
8.0
490
Not enough data
8.4
735
Not enough data
8.6
662
|
Verified
Not enough data
8.2
689
|
Verified
Generative AI
Feature Not Available
Feature Not Available
Self-Service Experience
Not enough data
8.5
1408
Not enough data
8.4
1346
Not enough data
8.0
938
Not enough data
7.7
559
Not enough data
7.9
692
Self-Service Platform
Not enough data
8.2
740
Not enough data
8.2
755
Not enough data
7.6
574
Not enough data
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
Incident Management
8.9
30
Not enough data
9.3
30
Not enough data
9.2
30
Not enough data
8.9
28
Not enough data
9.0
28
Not enough data
Reporting
9.1
29
Not enough data
8.6
28
Not enough data
8.5
28
Not enough data
Access & Usability
8.3
28
Not enough data
9.0
30
Not enough data
9.1
28
Not enough data
8.7
27
Not enough data
Categories
Categories
Shared Categories
Helpdesk 365 and Zendesk Support Suite are categorized as IT Service Management (ITSM) Tools, Help Desk, and Customer Self-Service
Unique Categories
Helpdesk 365 is categorized as Service Desk
Zendesk Support Suite is categorized as Digital Customer Service Platforms, Genesys AppFoundry Marketplace, Shared Inbox, Conversational Support, Complaint Management, Contact Center Knowledge Base, Chatbots, Google Workspace for Sales, Google Workspace Communication Tools, Social Customer Service, Live Chat, Proactive Notification, AI Agents, and Customer Service Automation
Reviews
Reviewers' Company Size
Helpdesk 365
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
Insurance
16.9%
Computer & Network Security
11.3%
Information Technology and Services
7.7%
Computer Software
7.0%
Education Management
4.2%
Other
52.8%
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
Helpdesk 365
Most Helpful Favorable Review
Ahmed M.
Verified User in Information Technology and Services
Helpdesk 365 streamlines workflow and enhance user experience for it tightly integrates with the existing Microsoft 365 tools like Outlook, teams, and SharePoint. For users who are familiar with Microsoft 365 find this platform easy to use and interface...
Most Helpful Critical Review
Verified User in Environmental Services
Screens don't always load properly. Certain features do not work for us like transferring a ticket.
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...
Ahmed M.
Verified User in Information Technology and Services
Helpdesk 365 streamlines workflow and enhance user experience for it tightly integrates with the existing Microsoft 365 tools like Outlook, teams, and SharePoint. For users who are familiar with Microsoft 365 find this platform easy to use and interface...
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 Environmental Services
Screens don't always load properly. Certain features do not work for us like transferring a ticket.
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...
Alternatives
Discussions
Helpdesk 365 has no discussions with answers
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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