Compare Help Scout and Zendesk for Customer Service 
At a Glance
Market Segments
Small-Business (62.3% of reviews)
Mid-Market (45.6% of reviews)
Entry-Level Pricing
$0.00 5 Users Per Month
$19.00 1 user per month billed annually
Help Scout
Star Rating
(427)4.4 out of 5
Market Segments
Small-Business (62.3% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00 5 Users Per Month
Free Trial is available
Browse all 5 pricing plansZendesk for Customer Service
Star Rating
(6,826)4.3 out of 5
Market Segments
Mid-Market (45.6% of reviews)
Pros & Cons
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.
- G2 reviewers report that Zendesk for Customer Service excels in providing a centralized platform for managing customer queries, making it easier to respond quickly and efficiently. Users appreciate its sleek, minimalist interface, which enhances the overall customer experience.
- Users say Help Scout stands out for its user-friendly design, allowing for easy navigation between different tabs. Reviewers highlight its straightforward management of team communications, which helps in assigning conversations and tracking updates seamlessly.
- According to verified reviews, Zendesk for Customer Service has a significantly higher overall satisfaction score, indicating that users feel it meets their needs more effectively. The platform's generative AI feature is particularly praised for creating multi-level responses, streamlining customer interactions.
- Reviewers mention that while Help Scout may have a more traditional look, it compensates with its intuitive interface that keeps customer conversations organized and personal. This focus on collaboration makes it easier for teams to track conversations across various channels.
- Users highlight that Zendesk for Customer Service's robust ticket management system allows for efficient handling of customer inquiries, which is crucial for businesses with high volumes of support requests. The ability to consolidate all queries in one place is a significant advantage for many users.
- G2 reviewers note that Help Scout's simplicity and ease of use make it a great choice for small businesses, as it allows teams to manage customer interactions without the complexity often found in larger platforms. This makes it an appealing option for those looking for straightforward solutions.
Pricing
Entry-Level Pricing
Help Scout
Free
$0.00
5 Users Per Month
Limited to 100 contacts per month and 5 users.
- Up to 5 users
- 1 Inbox
- 10 Saved replies
Zendesk for Customer Service
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 for Customer Service
Free Trial is available
Ratings
Meets Requirements
8.7
323
8.6
5,194
Ease of Use
9.2
327
8.6
5,302
Ease of Setup
9.2
169
8.0
3,258
Ease of Admin
9.1
166
8.2
3,126
Quality of Support
9.0
297
8.4
4,928
Has the product been a good partner in doing business?
9.1
160
8.4
3,050
Product Direction (% positive)
8.1
311
8.0
4,845
Features by Category
Ticket and Case Management
9.2
177
|
Verified
8.8
2583
|
Verified
9.2
177
|
Verified
8.7
2613
|
Verified
8.6
193
|
Verified
8.5
2542
|
Verified
8.6
166
8.4
2372
|
Verified
Feature Not Available
8.2
1933
|
Verified
8.6
178
|
Verified
8.4
2408
|
Verified
8.9
180
|
Verified
8.6
2410
|
Verified
8.2
99
8.3
1867
|
Verified
Generative AI
5.2
7
7.6
388
6.1
6
7.6
386
Agentic AI - Help Desk
Not enough data
7.8
246
Not enough data
7.9
244
Not enough data
8.0
246
Communication Channels
Feature Not Available
8.5
2069
|
Verified
9.2
170
|
Verified
8.8
2337
|
Verified
7.7
105
|
Verified
8.4
1749
|
Verified
7.7
61
8.0
1436
|
Verified
6.8
28
|
Verified
8.0
1326
|
Verified
Platform
7.5
39
7.7
1390
|
Verified
7.7
92
|
Verified
8.0
1780
|
Verified
8.6
104
|
Verified
8.3
1956
|
Verified
8.5
81
|
Verified
8.2
1766
|
Verified
8.1
147
|
Verified
7.9
2369
|
Verified
8.2
151
|
Verified
8.0
2419
|
Verified
Channels
9.7
10
Not enough data
8.6
7
Not enough data
8.1
6
Not enough data
Design
7.7
8
Not enough data
8.8
7
Not enough data
8.5
11
Not enough data
9.1
11
Not enough data
9.3
10
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Usability
Not enough data
8.3
664
Not enough data
8.3
660
Not enough data
8.4
633
Reporting
Not enough data
8.3
586
Not enough data
7.9
561
Not enough data
8.2
642
Generative AI
Not enough data
7.3
176
Not enough data
7.2
175
Responses
Not enough data
8.2
62
Not enough data
8.6
69
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.4
25
Not enough data
7.7
25
Not enough data
7.5
25
Not enough data
7.5
25
Not enough data
7.8
25
Platform
Not enough data
8.2
67
Not enough data
8.2
65
Not enough data
8.4
62
Autonomy - AI Agents
Not enough data
7.8
24
Not enough data
7.4
25
Not enough data
7.4
26
Not enough data
7.5
26
Generative AI
Not enough data
7.6
31
Not enough data
8.1
30
Responses
Not enough data
8.1
465
Not enough data
8.1
463
Not enough data
8.3
446
Not enough data
8.1
445
Not enough data
8.1
354
Platform
Not enough data
8.6
469
Not enough data
8.3
468
Not enough data
8.3
462
Not enough data
8.2
464
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
453
Generative AI
Not enough data
8.1
111
Not enough data
8.2
110
Conversational Platform
8.3
57
8.1
859
8.5
31
8.3
715
8.7
33
8.2
682
8.4
36
8.2
747
Support Automation
8.4
36
8.1
712
8.8
42
8.3
756
8.4
34
8.4
714
9.0
36
8.1
787
Generative AI
Not enough data
7.8
203
Not enough data
7.8
202
Messaging Channels
Not enough data
7.6
77
Not enough data
9.0
170
Not enough data
8.3
93
Not enough data
8.5
101
Administration
Not enough data
8.2
107
Not enough data
8.9
155
Not enough data
8.2
110
Not enough data
8.4
143
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
Agentic AI - Email Management
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
Not enough data
8.1
82
Not enough data
7.5
76
Not enough data
8.1
84
Automation
Not enough data
8.0
84
Not enough data
8.2
82
Not enough data
8.0
82
Artificial Intelligence
Not enough data
7.8
81
Not enough data
7.6
80
Not enough data
7.7
84
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
206
Not enough data
Feature Not Available
Communication
8.9
30
|
Verified
8.6
949
|
Verified
8.9
32
|
Verified
8.5
964
|
Verified
Feature Not Available
8.1
719
8.2
22
|
Verified
8.5
736
|
Verified
Feature Not Available
8.0
520
Internal Use
7.7
92
|
Verified
8.0
1780
|
Verified
8.7
29
|
Verified
8.5
847
|
Verified
7.9
18
|
Verified
8.1
649
9.1
35
|
Verified
8.5
897
9.5
33
|
Verified
8.6
826
|
Verified
8.4
30
|
Verified
8.3
847
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
8.7
108
8.5
1510
8.3
103
8.5
1441
Feature Not Available
8.0
1024
8.3
26
7.7
647
8.5
29
8.0
779
Self-Service Platform
8.8
28
8.2
829
8.7
31
8.2
845
Feature Not Available
7.7
664
8.7
29
8.2
811
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
65
Not enough data
8.7
63
Not enough data
8.6
61
Not enough data
8.2
63
Not enough data
8.1
63
Generative AI
Not enough data
7.4(won by default)
77
Not enough data
7.5(won by default)
78
Process
Not enough data
8.4(won by default)
563
Not enough data
9.1(won by default)
743
Not enough data
8.8(won by default)
692
Channels
Not enough data
9.0(won by default)
742
Not enough data
8.4(won by default)
586
Not enough data
8.7(won by default)
565
Not enough data
8.2(won by default)
486
Not enough data
8.3(won by default)
421
Insight
Not enough data
8.1(won by default)
539
Not enough data
8.3(won by default)
647
Not enough data
8.5(won by default)
562
Not enough data
8.7(won by default)
666
Generative AI
Not enough data
7.8
67
Not enough data
7.7
66
Conversational AI - Conversational Commerce Platforms
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 integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.4
71
Not enough data
8.1
70
Not enough data
8.2
69
Not enough data
8.3
69
Not enough data
8.2
68
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
69
Not enough data
8.4
70
Not enough data
8.3
70
Not enough data
8.5
69
Automation
Not enough data
8.7
72
Not enough data
8.6
70
Not enough data
7.9
68
Autonomy
Not enough data
8.1
68
Not enough data
8.4
67
Not enough data
8.3
69
Not enough data
8.3
70
Agentic AI - 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
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
9.4
11
Not enough data
9.0
12
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
9.0
7
Not enough data
9.2
8
Not enough data
8.7
10
Workforce Management Platform Features
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
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Help Scout and Zendesk for Customer Service 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 for Customer Service is categorized as AI Customer Support Agents, AI Agents For Business Operations, Customer Service Automation, Workforce Management, Chatbots, Complaint Management, Conversational Commerce Platforms, Social Customer Service, and Proactive Notification
Reviews
Reviewers' Company Size
Help Scout
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
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
21.3%
Information Technology and Services
9.9%
Internet
7.5%
Marketing and Advertising
4.3%
Retail
4.1%
Other
52.9%
Computer Software
14.2%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
4.9%
Consumer Services
4.4%
Other
57.9%
Discussions
What should I look for in a ticketing system?
2 Comments
AG
What you're looking for in a ticketing system is going to depend on your specific processes for reactively and proactively supporting your customers.
I...Read more
Why sometimes the messages are not merged by themself?
2 Comments
DP
I think you need to contact support as I do not have had this issue in the last 3 years (+4100 conversations currently recorded).Read more
Is Helpscout a CRM?
1 Comment
BW
No. Help Scout is an excellent tool for answering customer questions. It can be powerfully integrated with a CRM by syncing Help Scout information back to...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
JC
There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. Read more
How is Zendesk Support Suite transforming the customer service experience in various industries?
6 Comments
OE
I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven...Read more
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