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At a Glance
Market Segments
Small-Business (62.3% 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
(417)4.4 out of 5
Market Segments
Small-Business (62.3% of reviews)
Entry-Level Pricing
$0.00 5 Users Per Month
Free Trial is available
Browse all 5 pricing plansZendesk for Customer Service
Star Rating
(6,648)4.3 out of 5
Market Segments
Mid-Market (45.7% 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 multi-channel coverage with a score of 9.8, allowing seamless integration across various platforms, while Help Scout, although strong, scores slightly lower at 8.3 for its social media integration capabilities.
- Reviewers mention that Help Scout offers a superior user experience with its ticket creation and response user experience, both scoring 9.2, compared to Zendesk's scores of 8.8 and 8.7 respectively, highlighting Help Scout's intuitive interface.
- G2 users note that Help Scout's ease of use is a standout feature, scoring 9.2, which is significantly higher than Zendesk's 8.5, making it a preferred choice for small businesses looking for straightforward customer support solutions.
- Users on G2 report that Zendesk's automation features, particularly in response automation and SLA management, are robust with scores of 8.4 and 8.1, respectively, but Help Scout's automation tools are slightly better rated at 8.6 and 8.3, indicating a more efficient workflow for users.
- Reviewers mention that Help Scout's internal discussion and collaboration features, scoring 9.1, are highly praised for enhancing team communication, while Zendesk's collaboration features score lower at 8.6, suggesting a need for improvement in this area.
- Users say that Zendesk's reporting and analytics capabilities, with a score of 8.3, provide valuable insights, but Help Scout's analytics features are rated higher at 8.4, indicating a more user-friendly approach to data interpretation and performance tracking.
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
315
8.6
5,109
Ease of Use
9.2
319
8.6
5,153
Ease of Setup
9.2
163
8.0
3,177
Ease of Admin
9.1
163
8.2
3,072
Quality of Support
9.1
289
8.4
4,787
Has the product been a good partner in doing business?
9.1
156
8.4
2,998
Product Direction (% positive)
8.2
303
8.0
4,763
Features by Category
Ticket and Case Management
9.2
175
|
Verified
8.8
2547
|
Verified
9.2
174
|
Verified
8.7
2562
|
Verified
8.6
188
|
Verified
8.5
2488
|
Verified
8.6
164
8.4
2333
|
Verified
Feature Not Available
8.2
1918
|
Verified
8.7
176
|
Verified
8.4
2394
|
Verified
8.9
175
|
Verified
8.6
2381
|
Verified
8.2
99
8.3
1849
|
Verified
Generative AI
5.2
7
7.6
381
6.1
6
7.6
383
Agentic AI - Help Desk
Not enough data
7.8
242
Not enough data
7.9
242
Not enough data
7.9
243
Communication Channels
Feature Not Available
8.5
2056
|
Verified
9.2
166
|
Verified
8.8
2303
|
Verified
7.7
101
|
Verified
8.4
1718
|
Verified
7.7
61
8.0
1423
|
Verified
6.8
28
|
Verified
8.0
1306
|
Verified
Platform
7.5
39
7.8
1385
|
Verified
7.7
90
|
Verified
8.0
1775
|
Verified
8.6
104
|
Verified
8.3
1945
|
Verified
8.5
78
|
Verified
8.2
1737
|
Verified
8.1
144
|
Verified
7.9
2337
|
Verified
8.2
151
|
Verified
8.0
2405
|
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
665
Not enough data
8.3
661
Not enough data
8.4
630
Reporting
Not enough data
8.3
588
Not enough data
7.9
561
Not enough data
8.2
642
Generative AI
Not enough data
7.3
178
Not enough data
7.2
177
Responses
Not enough data
8.3
63
Not enough data
8.6
68
Not enough data
8.2
68
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
7.5
26
Not enough data
7.6
26
Generative AI
Not enough data
7.8
32
Not enough data
8.2
31
Responses
Not enough data
8.1
467
Not enough data
8.1
464
Not enough data
8.3
448
Not enough data
8.1
447
Not enough data
8.1
355
Platform
Not enough data
8.6
469
Not enough data
8.3
466
Not enough data
8.3
462
Not enough data
8.2
462
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
112
Not enough data
8.2
111
Conversational Platform
8.3
57
8.1
856
8.5
31
8.3
713
8.7
33
8.2
681
8.4
36
8.2
746
Support Automation
8.4
36
8.1
711
8.8
42
8.3
754
8.4
34
8.4
708
9.0
36
8.0
785
Generative AI
Not enough data
7.8
202
Not enough data
7.8
201
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
100
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
81
Not enough data
7.5
76
Not enough data
8.0
83
Automation
Not enough data
8.0
82
Not enough data
8.2
82
Not enough data
8.1
83
Artificial Intelligence
Not enough data
7.8
82
Not enough data
7.7
81
Not enough data
7.7
83
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
207
Not enough data
Feature Not Available
Communication
9.0
29
|
Verified
8.6
949
|
Verified
8.9
30
|
Verified
8.5
963
|
Verified
Feature Not Available
8.1
719
8.2
22
|
Verified
8.5
736
|
Verified
Feature Not Available
8.0
519
Internal Use
7.7
90
|
Verified
8.0
1775
|
Verified
8.7
29
|
Verified
8.5
848
|
Verified
7.9
18
|
Verified
8.1
649
9.0
32
|
Verified
8.5
897
9.5
30
|
Verified
8.6
823
|
Verified
8.4
30
|
Verified
8.3
846
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
8.7
107
8.5
1497
8.3
103
8.5
1434
Feature Not Available
8.0
1023
8.3
26
7.7
646
8.5
29
8.0
778
Self-Service Platform
8.8
28
8.3
826
8.7
31
8.2
839
Feature Not Available
7.7
656
8.7
29
8.2
804
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
64
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)
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)
740
Not enough data
8.9(won by default)
688
Channels
Not enough data
9.0(won by default)
739
Not enough data
8.4(won by default)
585
Not enough data
8.7(won by default)
562
Not enough data
8.2(won by default)
484
Not enough data
8.3(won by default)
420
Insight
Not enough data
8.1(won by default)
538
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)
665
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
69
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
69
Not enough data
8.4
69
Not enough data
8.3
69
Not enough data
8.5
69
Automation
Not enough data
8.6
69
Not enough data
8.6
70
Not enough data
7.9
69
Autonomy
Not enough data
8.2
69
Not enough data
8.4
68
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
9.3
7
Not enough data
9.0
7
Not enough data
9.4
6
Not enough data
9.8
7
Not enough data
8.8
7
Not enough data
8.7
5
Not enough data
9.0
7
Not enough data
8.3
7
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
20.4%
Information Technology and Services
9.9%
Internet
7.6%
Marketing and Advertising
4.4%
Retail
4.2%
Other
53.4%
Computer Software
14.1%
Information Technology and Services
12.8%
Financial Services
5.8%
Retail
4.8%
Consumer Services
4.4%
Other
58.1%
Discussions
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
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
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
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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