Compare HubSpot Service Hub and Zendesk Support Suite 
At a Glance
Market Segments
Small-Business (62.9% of reviews)
Mid-Market (45.5% of reviews)
Entry-Level Pricing
$0.00 Per Month
$19.00 1 user per month billed annually
HubSpot Service Hub
Star Rating
(2,500)4.4 out of 5
Market Segments
Small-Business (62.9% of reviews)
Entry-Level Pricing
$0.00 Per Month
Free Trial is available
Browse all 4 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 star rating of 9.0, making it a preferred choice for organizations that prioritize efficient ticket management. In contrast, HubSpot Service Hub also offers a solid ticketing system but with a slightly lower rating of 8.4.
- Reviewers mention that HubSpot Service Hub shines in its customer support features, particularly with its intelligent search functionality rated at 8.0, which helps users quickly find relevant information. Zendesk Support Suite, while effective, has a lower rating of 8.0 in this area.
- G2 users highlight the ease of use of HubSpot Service Hub, which has a score of 8.6 for ease of setup, compared to Zendesk's score of 7.9. This makes HubSpot a more attractive option for small businesses looking for a user-friendly solution.
- Users on G2 report that Zendesk Support Suite offers superior SLA management with a score of 8.1, which is crucial for businesses needing to meet specific service level agreements. HubSpot Service Hub, however, has a lower score of 7.8 in this area, indicating a potential gap for users with strict SLA requirements.
- Reviewers mention that HubSpot Service Hub's reporting capabilities are robust, with a score of 8.4, allowing for detailed performance tracking. In comparison, Zendesk Support Suite's reporting score is slightly lower at 8.3, which may affect users who rely heavily on analytics for decision-making.
- Users say that both platforms offer strong integration capabilities, but Zendesk Support Suite has a slight edge with a score of 8.4 compared to HubSpot's 8.3. This can be a deciding factor for businesses that need to connect multiple tools and systems seamlessly.
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Pricing
Entry-Level Pricing
HubSpot Service Hub
Service Hub Free
$0.00
Per Month
For customer service professionals. A simple set of tools to start connecting with and supporting your customers — for free.
- Ticketing
- Custom support form fields
- Live chat
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
HubSpot Service Hub
Free Trial is available
Zendesk Support Suite
Free Trial is available
Ratings
Meets Requirements
8.4
1,839
8.6
4,747
Ease of Use
8.6
1,928
8.5
4,785
Ease of Setup
8.3
963
7.9
2,858
Ease of Admin
8.5
828
8.2
2,897
Quality of Support
8.8
1,691
8.4
4,438
Has the product been a good partner in doing business?
8.8
819
8.4
2,821
Product Direction (% positive)
8.6
1,714
7.9
4,400
Features by Category
Ticket and Case Management
8.5
641
|
Verified
8.8
2241
|
Verified
8.4
643
|
Verified
8.7
2257
|
Verified
8.4
647
|
Verified
8.5
2182
|
Verified
8.3
582
|
Verified
8.4
2029
|
Verified
7.8
361
8.1
1617
|
Verified
8.1
587
|
Verified
8.4
2095
|
Verified
8.4
595
8.6
2083
|
Verified
8.7
619
|
Verified
8.2
1548
|
Verified
Generative AI
Feature Not Available
7.2
117
Feature Not Available
7.2
120
Communication Channels
8.1
391
8.4
1758
|
Verified
8.5
601
|
Verified
8.7
2004
|
Verified
8.4
527
|
Verified
8.4
1423
|
Verified
7.9
333
8.0
1128
|
Verified
7.8
355
8.1
1014
|
Verified
Platform
7.4
397
7.6
1100
|
Verified
8.1
489
|
Verified
8.0
1457
|
Verified
8.4
551
|
Verified
8.2
1669
|
Verified
8.3
509
|
Verified
8.1
1460
|
Verified
8.4
603
|
Verified
7.8
2059
|
Verified
8.5
627
|
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
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
725
8.1
763
8.1
527
8.2
620
8.2
277
8.1
589
8.3
469
8.1
657
Support Automation
8.2
555
8.1
623
8.2
320
8.2
667
8.3
531
8.4
620
8.2
490
8.0
698
Generative AI
7.4
188
7.6
115
7.4
184
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
7.8
93
Feature Not Available
7.8
91
7.7
63
Feature Not Available
Feature Not Available
Communication
8.6
375
|
Verified
8.6
776
|
Verified
8.4
373
|
Verified
8.4
794
|
Verified
8.8
340
|
Verified
8.1
552
8.7
289
8.4
573
|
Verified
8.2
220
8.0
356
Internal Use
8.1
489
|
Verified
8.0
1457
|
Verified
8.6
333
|
Verified
8.4
689
|
Verified
8.5
292
|
Verified
8.0
490
8.7
374
8.4
735
8.8
363
|
Verified
8.6
662
|
Verified
8.8
352
|
Verified
8.2
689
|
Verified
Generative AI
7.5
143
Feature Not Available
Self-Service Experience
8.6
604
8.5
1408
8.7
579
8.4
1346
Feature Not Available
8.0
938
7.9
367
7.7
559
8.3
402
7.9
692
Self-Service Platform
8.2
387
8.2
740
8.5
404
8.2
755
7.6
313
7.6
574
8.3
382
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
Generative AI
7.4
61
Not enough data
7.2
62
Not enough data
Survey Management
8.6
191
|
Verified
Not enough data
8.6
238
|
Verified
Not enough data
8.7
256
|
Verified
Not enough data
8.7
241
|
Verified
Not enough data
Process Management
8.6
225
|
Verified
Not enough data
8.6
235
Not enough data
8.6
233
|
Verified
Not enough data
8.6
234
Not enough data
System Management
9.0
231
|
Verified
Not enough data
8.8
222
Not enough data
Categories
Categories
Shared Categories
HubSpot Service Hub and Zendesk Support Suite are categorized as Shared Inbox, Conversational Support, Live Chat, Help Desk, Customer Self-Service, and Digital Customer Service Platforms
Unique Categories
HubSpot Service Hub is categorized as Enterprise Feedback 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
HubSpot Service Hub
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
20.2%
Information Technology and Services
10.8%
Marketing and Advertising
5.2%
Financial Services
4.7%
Education Management
3.3%
Other
55.8%
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
HubSpot Service Hub
Most Helpful Favorable Review
Tom W.
Verified User in Food & Beverages
I think its awesome that it encompasses all of the customer service teams needs, whether that is managing tickets, monitoring livechat on the website or just top level reporting of all support tickets. Having all of these tools in one place is really...
Most Helpful Critical Review
Bridget D.
Verified User in Restaurants
I do not like that you can't see who is viewing a ticket in lie time. That would be really nice. I was used to seeing that in a program called ZenDesk. We can only lsee the owner of tickets and it is important to be able to see who is currently viewing a...
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...
Tom W.
Verified User in Food & Beverages
I think its awesome that it encompasses all of the customer service teams needs, whether that is managing tickets, monitoring livechat on the website or just top level reporting of all support tickets. Having all of these tools in one place is really...
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...
Bridget D.
Verified User in Restaurants
I do not like that you can't see who is viewing a ticket in lie time. That would be really nice. I was used to seeing that in a program called ZenDesk. We can only lsee the owner of tickets and it is important to be able to see who is currently viewing a...
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
How to customise the website
2 comments
MK
Eduardo,
Its not entirely clear to me what you are hoping to customize? We have been able to do quite a bit with ours for the Knowledge Base. Here's a link...Read more
What is service hub?
2 comments
TE
I have no idea. I don't know what G2 is either. It's very confusing. Read more
What does HubSpot software do?
2 comments
FD
Huspot is a multi-tool CRM that includes tools for sales, marketing, support, and a CMS. We use Hubspot for the CRM, marketing tools like forms, landing...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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