Introducing G2.ai, the future of software buying.Try now
Compare Help Scout and Zendesk for Customer Service 
Featured Products
At a Glance
Market Segments
Small-Business (62.1% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
$0.00 5 Users Per Month
$19.00 1 user per month billed annually
Help Scout
Star Rating
(423)4.4 out of 5
Market Segments
Small-Business (62.1% 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
(6,686)4.3 out of 5
Market Segments
Mid-Market (45.7% 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.
- According to verified reviews, Zendesk for Customer Service - AC excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Help Scout. Users appreciate its user-friendly interface, noting that it is easy to navigate and allows seamless transitions between profiles.
- G2 reviewers report that Help Scout shines in its accessibility and user-focused design, with many users highlighting its shared inbox feature that facilitates collaboration among team members. This makes it easier for organizations to manage customer support inquiries collectively.
- Users say that Zendesk for Customer Service - AC offers a robust ticketing system that integrates various communication channels, including social media and live chats. This comprehensive approach helps agents efficiently create, assign, and resolve support tickets, enhancing the overall customer experience.
- Reviewers mention that while Help Scout has a strong focus on customer support, it may lack some advanced features found in Zendesk. For instance, users have noted that Help Scout's capabilities for automation and response tracking are not as extensive, which can impact efficiency in high-volume environments.
- According to recent user feedback, Help Scout is praised for its knowledge base feature, which allows users to quickly access information and resolve queries. This is particularly beneficial for teams looking to streamline their support processes and improve response times.
- G2 reviewers report that Zendesk for Customer Service - AC faces some challenges in setup and administration compared to Help Scout, which is noted for its straightforward onboarding process. Users have expressed that while Zendesk is powerful, it may require more time to configure effectively for specific business needs.
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
319
8.6
5,141
Ease of Use
9.2
323
8.6
5,185
Ease of Setup
9.2
167
8.0
3,206
Ease of Admin
9.1
165
8.2
3,082
Quality of Support
9.1
293
8.4
4,819
Has the product been a good partner in doing business?
9.1
158
8.4
3,007
Product Direction (% positive)
8.2
307
8.0
4,794
Features by Category
Ticket and Case Management
9.2
175
|
Verified
8.8
2561
|
Verified
9.2
175
|
Verified
8.7
2576
|
Verified
8.6
191
|
Verified
8.5
2504
|
Verified
8.6
166
8.4
2347
|
Verified
Feature Not Available
8.2
1922
|
Verified
8.6
177
|
Verified
8.4
2402
|
Verified
8.9
178
|
Verified
8.6
2392
|
Verified
8.2
99
8.3
1860
|
Verified
Generative AI
5.2
7
7.6
385
6.1
6
7.6
385
Agentic AI - Help Desk
Not enough data
7.8
247
Not enough data
7.9
245
Not enough data
7.9
246
Communication Channels
Feature Not Available
8.5
2061
|
Verified
9.2
170
|
Verified
8.8
2313
|
Verified
7.7
103
|
Verified
8.4
1730
|
Verified
7.7
61
8.0
1431
|
Verified
6.8
28
|
Verified
8.0
1314
|
Verified
Platform
7.5
39
7.8
1388
|
Verified
7.7
90
|
Verified
8.0
1776
|
Verified
8.6
104
|
Verified
8.3
1948
|
Verified
8.6
79
|
Verified
8.2
1740
|
Verified
8.1
145
|
Verified
7.9
2342
|
Verified
8.2
151
|
Verified
8.0
2406
|
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
667
Not enough data
8.3
664
Not enough data
8.4
634
Reporting
Not enough data
8.3
590
Not enough data
7.9
564
Not enough data
8.2
645
Generative AI
Not enough data
7.3
179
Not enough data
7.2
178
Responses
Not enough data
8.3
63
Not enough data
8.6
69
Not enough data
8.2
69
Automation - AI Agents
Not enough data
7.6
26
Not enough data
7.8
26
Not enough data
7.7
26
Not enough data
7.7
26
Not enough data
7.9
26
Platform
Not enough data
8.3
68
Not enough data
8.3
66
Not enough data
8.4
63
Autonomy - AI Agents
Not enough data
7.9
25
Not enough data
7.6
26
Not enough data
7.6
27
Not enough data
7.7
27
Generative AI
Not enough data
7.8
32
Not enough data
8.2
31
Responses
Not enough data
8.1
468
Not enough data
8.1
465
Not enough data
8.3
449
Not enough data
8.1
448
Not enough data
8.2
356
Platform
Not enough data
8.6
472
Not enough data
8.3
469
Not enough data
8.3
464
Not enough data
8.2
466
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
455
Generative AI
Not enough data
8.2
113
Not enough data
8.2
112
Conversational Platform
8.3
57
8.1
860
8.5
31
8.3
717
8.7
33
8.2
684
8.4
36
8.2
749
Support Automation
8.4
36
8.2
714
8.8
42
8.3
757
8.4
34
8.4
711
9.0
36
8.1
788
Generative AI
Not enough data
7.8
204
Not enough data
7.8
203
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
101
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
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
83
Not enough data
7.6
77
Not enough data
8.1
85
Automation
Not enough data
8.1
86
Not enough data
8.2
84
Not enough data
8.1
84
Artificial Intelligence
Not enough data
7.8
83
Not enough data
7.7
82
Not enough data
7.7
85
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
206
Not enough data
Feature Not Available
Communication
9.0
29
|
Verified
8.6
950
|
Verified
8.9
31
|
Verified
8.5
964
|
Verified
Feature Not Available
8.1
720
8.2
22
|
Verified
8.5
737
|
Verified
Feature Not Available
8.0
520
Internal Use
7.7
90
|
Verified
8.0
1776
|
Verified
8.7
29
|
Verified
8.5
848
|
Verified
7.9
18
|
Verified
8.1
650
9.0
33
|
Verified
8.5
897
9.5
32
|
Verified
8.6
823
|
Verified
8.4
30
|
Verified
8.3
847
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
8.7
107
8.5
1499
8.3
103
8.5
1436
Feature Not Available
8.0
1023
8.3
26
7.7
647
8.5
29
8.0
779
Self-Service Platform
8.8
28
8.2
827
8.7
31
8.2
841
Feature Not Available
7.7
657
8.7
29
8.2
805
Agentic AI - Customer Self-Service
Not enough data
8.3
62
Not enough data
8.3
62
Not enough data
8.2
63
Not enough data
8.6
62
Not enough data
8.6
60
Not enough data
8.2
62
Not enough data
8.1
62
Generative AI
Not enough data
7.4(won by default)
76
Not enough data
7.5(won by default)
77
Process
Not enough data
8.4(won by default)
563
Not enough data
9.1(won by default)
742
Not enough data
8.9(won by default)
690
Channels
Not enough data
9.0(won by default)
741
Not enough data
8.4(won by default)
586
Not enough data
8.7(won by default)
564
Not enough data
8.2(won by default)
485
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)
561
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
70
Not enough data
8.1
70
Not enough data
8.3
70
Not enough data
8.3
68
Not enough data
8.3
69
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
70
Not enough data
8.4
70
Not enough data
8.4
70
Not enough data
8.5
69
Automation
Not enough data
8.6
70
Not enough data
8.6
71
Not enough data
7.9
69
Autonomy
Not enough data
8.2
69
Not enough data
8.4
68
Not enough data
8.4
70
Not enough data
8.3
71
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
8
Not enough data
9.1
9
Not enough data
9.5
7
Not enough data
9.8
8
Not enough data
9.0
8
Not enough data
8.7
5
Not enough data
9.2
8
Not enough data
8.5
9
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 Workforce Management, Conversational Commerce Platforms, Chatbots, AI Customer Support Agents, AI Agents For Business Operations, Complaint Management, Customer Service Automation, 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
20.7%
Information Technology and Services
10.0%
Internet
7.6%
Marketing and Advertising
4.4%
Retail
4.1%
Other
53.2%
Computer Software
14.0%
Information Technology and Services
12.8%
Financial Services
5.8%
Retail
4.9%
Consumer Services
4.4%
Other
58.1%
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
Yes, search "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
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
Hunting for software insights?
With over 3 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.
