Compare Helpshift and Zendesk Support Suite 
At a Glance
Market Segments
Mid-Market (62.5% of reviews)
Mid-Market (45.5% of reviews)
Entry-Level Pricing
Starting at $150.00 Per Month
$19.00 1 user per month billed annually
Helpshift
Star Rating
(380)4.3 out of 5
Market Segments
Mid-Market (62.5% of reviews)
Entry-Level Pricing
Starting at $150.00 Per Month
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 ticketing system, with a score of 9.0, making it a preferred choice for organizations that prioritize efficient ticket management. In contrast, Helpshift also offers a robust ticketing system but scores slightly lower at 8.5.
- Reviewers mention that Helpshift shines in its customization capabilities, achieving a score of 9.0 for customization, which allows businesses to tailor the software to their specific needs. Zendesk Support Suite, while still strong, scores 8.1 in this area, indicating less flexibility.
- G2 users highlight the superior live chat functionality of Helpshift, which received a score of 9.4, making it ideal for companies that rely heavily on real-time customer interactions. Zendesk Support Suite, while also effective, scores 8.6 in this category.
- Users on G2 report that Helpshift's mobile optimization is exceptional, scoring 9.2, which is crucial for businesses that need to support customers on-the-go. Zendesk Support Suite, however, scores lower at 7.6, indicating potential limitations in mobile user experience.
- Reviewers mention that Zendesk Support Suite offers a more comprehensive reporting feature, scoring 8.3, which is beneficial for businesses that need detailed analytics. Helpshift's reporting capabilities score slightly lower at 7.7, suggesting less depth in data insights.
- Users say that Helpshift's proactive engagement features, scoring 8.6, allow for better customer interaction strategies, while Zendesk Support Suite scores 8.1, indicating a more reactive approach to customer engagement.
Featured Products
Sponsored
Cobrowse.io
(15)
Proactive Notification
Visit Website
Sponsored
Serviceaide ChangeGear
(98)
Proactive Notification
Visit Website
Sponsored
Customerly
(35)
Proactive Notification
Visit Website
Pricing
Entry-Level Pricing
Helpshift
Starter
Starting at $150.00
Per Month
Get started quickly with our Starter package of Mobile-First Customer Service Platform.
All packages come with 1,000 issues per month to get you started.
- Web & Mobile In-App Messaging
- Web & Mobile In-App Help Center
- Mobile SDK Integration
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
Helpshift
Free Trial is available
Zendesk Support Suite
Free Trial is available
Ratings
Meets Requirements
8.7
294
8.6
4,747
Ease of Use
8.8
294
8.5
4,785
Ease of Setup
8.2
138
7.9
2,858
Ease of Admin
8.4
138
8.2
2,897
Quality of Support
8.4
274
8.4
4,438
Has the product been a good partner in doing business?
8.5
134
8.4
2,821
Product Direction (% positive)
7.9
287
7.9
4,400
Features by Category
Ticket and Case Management
8.7
161
|
Verified
8.8
2241
|
Verified
8.7
163
|
Verified
8.7
2257
|
Verified
8.5
167
|
Verified
8.5
2182
|
Verified
8.5
169
8.4
2029
|
Verified
8.1
122
|
Verified
8.1
1617
|
Verified
8.5
164
|
Verified
8.4
2095
|
Verified
8.3
161
|
Verified
8.6
2083
|
Verified
8.4
87
8.2
1548
|
Verified
Generative AI
Feature Not Available
7.2
117
Feature Not Available
7.2
120
Communication Channels
8.6
150
|
Verified
8.4
1758
|
Verified
8.4
150
|
Verified
8.7
2004
|
Verified
8.7
125
|
Verified
8.4
1423
|
Verified
8.0
44
8.0
1128
|
Verified
9.0
18
8.1
1014
|
Verified
Platform
8.5
74
|
Verified
7.6
1100
|
Verified
8.1
126
|
Verified
8.0
1457
|
Verified
8.4
75
|
Verified
8.2
1669
|
Verified
8.2
65
|
Verified
8.1
1460
|
Verified
7.8
139
|
Verified
7.8
2059
|
Verified
7.8
144
|
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
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
9.0
24
8.1
396
8.5
24
8.1
393
8.9
23
8.3
379
8.8
22
8.1
377
9.0
22
8.1
285
Platform
9.4
21
8.6
398
9.2
22
8.2
396
8.5
22
8.2
391
8.2
21
8.2
392
9.0
15
Feature Not Available
8.6
20
Feature Not Available
8.9
22
8.4
385
Generative AI
Feature Not Available
8.3
44
Feature Not Available
8.0
43
Conversational Platform
9.0
27
8.1
763
8.8
21
8.2
620
8.7
24
8.1
589
8.7
21
8.1
657
Support Automation
8.8
23
8.1
623
8.5
28
8.2
667
8.8
24
8.4
620
8.2
23
8.0
698
Generative AI
Feature Not Available
7.6
115
Feature Not Available
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
Platform
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
Not enough data
Not enough data
Channel
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
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
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
8.6
110
|
Verified
8.6
776
|
Verified
8.4
120
|
Verified
8.4
794
|
Verified
8.7
86
|
Verified
8.1
552
8.9
105
|
Verified
8.4
573
|
Verified
9.3
14
8.0
356
Internal Use
8.1
126
|
Verified
8.0
1457
|
Verified
9.2
102
|
Verified
8.4
689
|
Verified
8.8
77
|
Verified
8.0
490
9.0
97
|
Verified
8.4
735
8.8
83
|
Verified
8.6
662
|
Verified
8.8
92
|
Verified
8.2
689
|
Verified
Generative AI
Feature Not Available
Feature Not Available
Self-Service Experience
8.8
148
8.5
1408
8.5
138
8.4
1346
8.2
107
8.0
938
8.9
21
7.7
559
8.9
21
7.9
692
Self-Service Platform
8.1
22
8.2
740
8.6
23
8.2
755
8.2
17
7.6
574
8.6
23
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
Feature Not Available
7.5
48
Feature Not Available
7.4
47
Categories
Categories
Shared Categories
Helpshift and Zendesk Support Suite are categorized as Digital Customer Service Platforms, Conversational Support, Chatbots, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Helpshift is categorized as Multilingual Customer Support
Zendesk Support Suite is categorized as Genesys AppFoundry Marketplace, Shared Inbox, Complaint Management, Contact Center Knowledge Base, IT Service Management (ITSM) Tools, Google Workspace for Sales, Google Workspace Communication Tools, Social Customer Service, Proactive Notification, AI Agents, and Customer Service Automation
Reviews
Reviewers' Company Size
Helpshift
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 Games
22.3%
Entertainment
8.3%
Financial Services
6.8%
Banking
6.8%
Consumer Services
5.7%
Other
50.0%
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
Helpshift
Most Helpful Favorable Review
Verified User in Wine and Spirits
The analytics and reporting capabilities
Most Helpful Critical Review
Christopher H.
Verified User in Apparel & Fashion
You deliver generic comments without supporting the platform you are assigned to
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...
Verified User in Wine and Spirits
The analytics and reporting capabilities
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...
Christopher H.
Verified User in Apparel & Fashion
You deliver generic comments without supporting the platform you are assigned to
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
¿Como puedo mejorar la satisfacción de mis clientes si tengo poco personal que maneje helpshift?
2 comments
RR
You should increase your staff in such a way that the response time is compensated with the use of this tool.Read more
What would be the best way to receive notifications of chats waiting to be answered.
1 comment
ŁM
You can create time based automations with add as an action internal note with notification of one of agents. Read more
What's the best way to correctly set up Helpshift Analytics?
1 comment
TA
Honestly, your Helpshift account manager is the best way to set up Analytics. They will set up a call and walk you through the process as well as make sure...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
Hunting for software insights?
With over 2.5 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
or continue with
Gmail.com addresses not permitted. A business domain using Google is allowed.
By proceeding, you agree to our Terms of Use and Privacy Policy
