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Compare Help Scout and Zoho Desk 
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At a Glance
Market Segments
Small-Business (62.3% of reviews)
Small-Business (72.6% of reviews)
Entry-Level Pricing
$0.00 5 Users Per Month
$0.00
Help Scout
Star Rating
(417)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 plansZoho Desk
Star Rating
(7,122)4.4 out of 5
Market Segments
Small-Business (72.6% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zoho Desk offers a robust ticket creation user experience with a score of 8.7, while Help Scout excels with a score of 9.2, making it easier for teams to manage incoming requests efficiently.
- Reviewers mention that Help Scout shines in multi-channel coverage, scoring 9.8, compared to Zoho Desk's 8.3, indicating that Help Scout provides a more comprehensive approach to customer interactions across various platforms.
- G2 users highlight that Help Scout's ease of use is superior, with a score of 9.2, while Zoho Desk scores 8.5, suggesting that Help Scout may be more intuitive for new users and teams looking to minimize training time.
- Users on G2 report that Help Scout's quality of support is rated at 9.1, compared to Zoho Desk's 8.3, indicating that Help Scout may provide more responsive and effective customer service for users needing assistance.
- Reviewers say that Help Scout's ticket collaboration features score 8.9, slightly higher than Zoho Desk's 8.6, which may enhance teamwork and communication when resolving customer issues.
- Users report that Help Scout's self-service experience, particularly its knowledge base, scores 8.7, while Zoho Desk's is rated at 8.6, suggesting that both platforms offer valuable resources, but Help Scout may have a slight edge in user satisfaction.
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
Zoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
Help Scout
Free Trial is available
Zoho Desk
Free Trial is available
Ratings
Meets Requirements
8.7
315
8.7
5,661
Ease of Use
9.2
319
8.5
5,739
Ease of Setup
9.2
163
8.1
5,014
Ease of Admin
9.1
163
8.3
4,721
Quality of Support
9.1
289
8.3
5,091
Has the product been a good partner in doing business?
9.1
156
8.4
4,262
Product Direction (% positive)
8.2
303
8.9
5,426
Features by Category
Ticket and Case Management
9.2
175
|
Verified
8.6
3316
|
Verified
9.2
174
|
Verified
8.5
3289
|
Verified
8.6
188
|
Verified
8.3
3061
|
Verified
8.6
164
8.3
2911
|
Verified
Feature Not Available
8.2
2626
|
Verified
8.7
176
|
Verified
8.4
2906
|
Verified
8.9
175
|
Verified
8.5
2912
|
Verified
8.2
99
8.3
2499
|
Verified
Generative AI
5.2
7
7.4
960
6.1
6
7.4
949
Agentic AI - Help Desk
Not enough data
7.1
357
Not enough data
7.1
360
Not enough data
7.2
355
Communication Channels
Feature Not Available
8.3
2853
|
Verified
9.2
166
|
Verified
8.6
3070
|
Verified
7.7
101
|
Verified
8.2
2383
|
Verified
7.7
61
8.0
2144
|
Verified
6.8
28
|
Verified
7.8
1906
|
Verified
Platform
7.5
39
8.1
2277
|
Verified
7.7
90
|
Verified
8.2
2724
|
Verified
8.6
104
|
Verified
8.4
2824
|
Verified
8.5
78
|
Verified
8.1
2239
|
Verified
8.1
144
|
Verified
8.2
2783
|
Verified
8.2
151
|
Verified
8.4
2941
|
Verified
Administration
Not enough data
8.2
341
Not enough data
8.2
340
Not enough data
8.4
343
Knowledge Management
Not enough data
8.6
321
Not enough data
8.2
315
Not enough data
8.2
321
Compliance
Not enough data
8.4
336
Not enough data
8.3
333
Not enough data
8.2
334
Not enough data
8.1
333
Customer Support
Not enough data
8.2
311
Not enough data
8.2
311
Not enough data
8.0
309
Data Security
Not enough data
8.1
335
Not enough data
8.1
329
Not enough data
8.4
334
Not enough data
8.4
330
Administration
Not enough data
8.1
313
Not enough data
8.4
314
Not enough data
8.5
311
Generative AI
Not enough data
7.6
248
Channels
9.7
10
8.2
569
8.6
7
8.0
555
8.1
6
7.3
548
Design
7.7
8
7.9
545
8.8
7
7.7
554
8.5
11
8.1
550
9.1
11
8.1
545
9.3
10
8.1
531
Generative AI
Not enough data
7.5
427
Not enough data
7.5
420
Usability
Not enough data
8.3
445
Not enough data
8.3
442
Not enough data
8.3
434
Reporting
Not enough data
8.3
429
Not enough data
8.2
415
Not enough data
8.3
422
Generative AI
Not enough data
7.7
329
Not enough data
7.8
324
Conversational Platform
8.3
57
Not enough data
8.5
31
Not enough data
8.7
33
Not enough data
8.4
36
Not enough data
Support Automation
8.4
36
Not enough data
8.8
42
Not enough data
8.4
34
Not enough data
9.0
36
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
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
Generative AI
Not enough data
7.9
176
Not enough data
8.0
178
Not enough data
7.8
177
Communication
9.0
29
|
Verified
8.8
718
|
Verified
8.9
30
|
Verified
8.7
758
|
Verified
Feature Not Available
8.6
659
8.2
22
|
Verified
8.6
632
|
Verified
Feature Not Available
8.3
356
Internal Use
7.7
90
|
Verified
8.2
2724
|
Verified
8.7
29
|
Verified
8.5
361
7.9
18
|
Verified
8.4
456
9.0
32
|
Verified
8.7
712
|
Verified
9.5
30
|
Verified
8.7
692
|
Verified
8.4
30
|
Verified
8.6
708
|
Verified
Generative AI
Not enough data
7.7
423
Self-Service Experience
8.7
107
8.5
1508
8.3
103
8.4
1469
Feature Not Available
8.1
1275
8.3
26
8.1
770
8.5
29
8.2
815
Self-Service Platform
8.8
28
8.3
838
8.7
31
8.3
815
Feature Not Available
7.8
725
8.7
29
8.2
761
Agentic AI - Customer Self-Service
Not enough data
7.7
79
Not enough data
7.7
80
Not enough data
7.9
79
Not enough data
7.8
84
Not enough data
7.8
82
Not enough data
7.8
80
Not enough data
7.7
81
Generative AI
Not enough data
8.2(won by default)
119
Not enough data
8.1(won by default)
117
Process
Not enough data
8.7(won by default)
490
Not enough data
9.0(won by default)
634
Not enough data
8.5(won by default)
487
Channels
Not enough data
9.0(won by default)
624
Not enough data
8.5(won by default)
543
Not enough data
8.7(won by default)
514
Not enough data
8.6(won by default)
457
Not enough data
8.8(won by default)
482
Insight
Not enough data
8.7(won by default)
493
Not enough data
8.9(won by default)
545
Not enough data
8.8(won by default)
515
Not enough data
9.0(won by default)
589
Generative AI
Not enough data
7.6
184
Not enough data
7.7
183
Agentic AI - Google Workspace for Sales
Not enough data
7.2
6
Not enough data
7.5
6
Not enough data
6.9
6
Not enough data
6.9
6
Not enough data
7.2
6
Categories
Categories
Shared Categories
Help Scout and Zoho Desk are categorized as Digital Customer Service Platforms, Customer Communications Management, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Zoho Desk is categorized as Social Customer Service, Google Workspace for Sales, Contact Center Knowledge Base, and Complaint Management
Reviews
Reviewers' Company Size
Help Scout
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoho Desk
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%
Information Technology and Services
17.7%
Computer Software
10.7%
Computer & Network Security
4.1%
Financial Services
3.6%
Retail
3.6%
Other
60.2%
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
Where do I find training VDO?
3 Comments
TW
I agree with you. VOD training is essential for fast implementation and developing "best practice" for your Desk software. I'm sure you have already...Read more
Is it possible for you to make integration with G suite a breeze?
2 Comments
PS
Hi Daniel,
Here are the steps to configure email forwarding from Gsuite to Zoho Desk:
Sign in to the Google Admin Console.
Click Apps, then click G...Read more
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