Compare Help Scout and Zendesk for Customer Service 
Featured Products
At a Glance
Market Segments
Small-Business (62.1% 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
(424)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
(6,780)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 overall user satisfaction, boasting a significantly higher G2 Score compared to Help Scout. Users appreciate its centralized platform for managing emails, chats, and social media, which simplifies daily tasks and enhances productivity.
- Users say that Help Scout shines in its user-friendly interface, making it easy to navigate between different tabs. Reviewers highlight its clean design and intuitive layout, which helps keep customer conversations organized and personal, although some feel it appears a bit outdated.
- According to verified reviews, Zendesk for Customer Service offers robust integration capabilities, allowing users to access customer information seamlessly. For instance, one user mentioned the ease of accessing Chargebee customer data directly within Zendesk, which streamlines their workflow.
- Reviewers mention that Help Scout provides excellent team management features, with straightforward assignment of conversations and instant updates on emails and chats. This functionality is particularly appreciated by teams looking for efficient collaboration and tracking across channels.
- G2 reviewers highlight that while Zendesk for Customer Service has a slightly steeper learning curve, its comprehensive features and support options make it a powerful tool for mid-market businesses. Users note that the initial setup can be complex, but the long-term benefits are worth it.
- Users report that Help Scout's focus on simplicity and ease of use makes it a great choice for small businesses. Many appreciate its straightforward management tools and the ability to respond efficiently to customer inquiries, although they may miss some advanced features found in Zendesk.
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
321
8.6
5,166
Ease of Use
9.2
325
8.6
5,261
Ease of Setup
9.1
168
8.0
3,235
Ease of Admin
9.1
166
8.2
3,103
Quality of Support
9.0
295
8.4
4,890
Has the product been a good partner in doing business?
9.1
159
8.4
3,027
Product Direction (% positive)
8.1
309
8.0
4,821
Features by Category
Ticket and Case Management
9.2
176
|
Verified
8.8
2574
|
Verified
9.2
176
|
Verified
8.7
2600
|
Verified
8.6
191
|
Verified
8.5
2525
|
Verified
8.6
166
8.4
2360
|
Verified
Feature Not Available
8.2
1929
|
Verified
8.6
177
|
Verified
8.4
2407
|
Verified
8.9
179
|
Verified
8.6
2406
|
Verified
8.2
99
8.3
1862
|
Verified
Generative AI
5.2
7
7.6
386
6.1
6
7.6
385
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
2066
|
Verified
9.2
170
|
Verified
8.8
2325
|
Verified
7.7
104
|
Verified
8.4
1744
|
Verified
7.7
61
8.0
1435
|
Verified
6.8
28
|
Verified
8.0
1321
|
Verified
Platform
7.5
39
7.8
1390
|
Verified
7.7
90
|
Verified
8.0
1782
|
Verified
8.6
104
|
Verified
8.3
1956
|
Verified
8.6
79
|
Verified
8.2
1759
|
Verified
8.1
145
|
Verified
7.9
2362
|
Verified
8.2
151
|
Verified
8.0
2414
|
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
666
Not enough data
8.3
662
Not enough data
8.4
635
Reporting
Not enough data
8.3
588
Not enough data
7.9
563
Not enough data
8.2
643
Generative AI
Not enough data
7.3
178
Not enough data
7.2
177
Responses
Not enough data
8.2
63
Not enough data
8.6
70
Not enough data
8.2
69
Automation - AI Agents
Not enough data
7.5
26
Not enough data
7.8
26
Not enough data
7.6
26
Not enough data
7.6
26
Not enough data
7.9
26
Platform
Not enough data
8.2
68
Not enough data
8.2
66
Not enough data
8.4
63
Autonomy - AI Agents
Not enough data
7.9
25
Not enough data
7.5
26
Not enough data
7.5
27
Not enough data
7.6
27
Generative AI
Not enough data
7.7
32
Not enough data
8.2
31
Responses
Not enough data
8.1
466
Not enough data
8.1
464
Not enough data
8.3
447
Not enough data
8.1
446
Not enough data
8.2
355
Platform
Not enough data
8.6
470
Not enough data
8.3
468
Not enough data
8.3
463
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
713
9.0
36
8.1
789
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
9.0
170
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
85
Not enough data
8.2
83
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
84
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
31
|
Verified
8.4
963
|
Verified
Feature Not Available
8.1
720
8.2
22
|
Verified
8.5
736
|
Verified
Feature Not Available
8.0
521
Internal Use
7.7
90
|
Verified
8.0
1782
|
Verified
8.7
29
|
Verified
8.5
847
|
Verified
7.9
18
|
Verified
8.1
650
9.1
34
|
Verified
8.5
898
9.5
32
|
Verified
8.6
826
|
Verified
8.4
30
|
Verified
8.3
846
|
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
7.5(won by default)
78
Not enough data
7.5(won by default)
79
Process
Not enough data
8.4(won by default)
564
Not enough data
9.1(won by default)
744
Not enough data
8.8(won by default)
692
Channels
Not enough data
9.0(won by default)
743
Not enough data
8.4(won by default)
587
Not enough data
8.7(won by default)
566
Not enough data
8.2(won by default)
487
Not enough data
8.3(won by default)
422
Insight
Not enough data
8.1(won by default)
540
Not enough data
8.3(won by default)
648
Not enough data
8.5(won by default)
563
Not enough data
8.7(won by default)
667
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
72
Not enough data
8.1
71
Not enough data
8.2
70
Not enough data
8.3
70
Not enough data
8.3
69
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
70
Not enough data
8.4
71
Not enough data
8.3
71
Not enough data
8.5
70
Automation
Not enough data
8.7
73
Not enough data
8.6
71
Not enough data
7.9
69
Autonomy
Not enough data
8.1
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
11
Not enough data
8.9
11
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
8.9
6
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
20.9%
Information Technology and Services
10.0%
Internet
7.5%
Marketing and Advertising
4.4%
Retail
4.1%
Other
53.2%
Computer Software
14.2%
Information Technology and Services
12.8%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.4%
Other
57.9%
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
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