Compare Help Scout and Zoho Desk 
At a Glance
Market Segments
Small-Business (62.1% of reviews)
Small-Business (72.8% of reviews)
Entry-Level Pricing
$0.00 5 Users Per Month
$0.00
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 plansZoho Desk
Star Rating
(7,438)4.4 out of 5
Market Segments
Small-Business (72.8% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zoho Desk excels in automation capabilities, with users appreciating features like automated replies and notifications that are easy to manage and configure. This has led to improved efficiency in ticket handling, as highlighted by a user who noted that their trial was smooth and impressive, with tickets automatically organized.
- Users say Help Scout stands out for its user-friendly interface, making navigation between different tabs straightforward. Reviewers have mentioned that despite its somewhat old-school appearance, it effectively keeps customer conversations organized and personal, which is crucial for team collaboration.
- According to verified reviews, Zoho Desk has a significant advantage in overall user satisfaction, reflected in its higher G2 Scores across various categories. Users have noted the flexibility to create custom fields and workflows, which enhances their ability to tailor the software to their specific needs.
- Reviewers mention that Help Scout shines in team management, with features that allow for easy assignment of conversations and instant updates on emails or chats. This capability has been praised for its seamless tracking of ongoing conversations, making it easier for teams to stay on top of customer interactions.
- G2 reviewers highlight that while Zoho Desk offers robust features, some users find it challenging to configure certain aspects to match their workflows. This has led to mixed experiences regarding setup and ease of use, with some users wishing for a more intuitive onboarding process.
- Users report that Help Scout's simplicity in managing teams and conversations is a significant advantage, with many appreciating its clean and intuitive interface. This has made it a preferred choice for those who prioritize ease of use and straightforward functionality over extensive customization options.
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
321
8.7
5,958
Ease of Use
9.2
325
8.5
6,038
Ease of Setup
9.1
168
8.1
5,311
Ease of Admin
9.1
166
8.3
4,924
Quality of Support
9.0
295
8.3
5,354
Has the product been a good partner in doing business?
9.1
159
8.4
4,452
Product Direction (% positive)
8.1
309
8.9
5,708
Features by Category
Ticket and Case Management
9.2
176
|
Verified
8.6
3435
|
Verified
9.2
176
|
Verified
8.5
3354
|
Verified
8.6
191
|
Verified
8.3
3163
|
Verified
8.6
166
8.3
2951
|
Verified
Feature Not Available
8.2
2679
|
Verified
8.6
177
|
Verified
8.4
2916
|
Verified
8.9
179
|
Verified
8.5
2931
|
Verified
8.2
99
8.3
2525
|
Verified
Generative AI
5.2
7
7.4
967
6.1
6
7.4
953
Agentic AI - Help Desk
Not enough data
7.1
357
Not enough data
7.1
360
Not enough data
7.2
358
Communication Channels
Feature Not Available
8.3
2876
|
Verified
9.2
170
|
Verified
8.6
3116
|
Verified
7.7
104
|
Verified
8.2
2419
|
Verified
7.7
61
8.0
2162
|
Verified
6.8
28
|
Verified
7.8
1922
|
Verified
Platform
7.5
39
8.1
2306
|
Verified
7.7
90
|
Verified
8.2
2750
|
Verified
8.6
104
|
Verified
8.4
2853
|
Verified
8.6
79
|
Verified
8.2
2312
|
Verified
8.1
145
|
Verified
8.2
2832
|
Verified
8.2
151
|
Verified
8.4
2978
|
Verified
Administration
Not enough data
8.2
345
Not enough data
8.2
343
Not enough data
8.4
346
Knowledge Management
Not enough data
8.6
325
Not enough data
8.2
316
Not enough data
8.2
322
Compliance
Not enough data
8.4
338
Not enough data
8.3
335
Not enough data
8.2
337
Not enough data
8.1
335
Customer Support
Not enough data
8.2
311
Not enough data
8.2
312
Not enough data
8.0
310
Data Security
Not enough data
8.1
337
Not enough data
8.1
331
Not enough data
8.4
335
Not enough data
8.4
333
Administration
Not enough data
8.1
313
Not enough data
8.4
315
Not enough data
8.5
313
Generative AI
Not enough data
7.6
248
Channels
9.7
10
8.2
579
8.6
7
8.0
556
8.1
6
Feature Not Available
Design
7.7
8
7.9
545
8.8
7
7.7
554
8.5
11
8.1
551
9.1
11
8.1
547
9.3
10
8.1
531
Generative AI
Not enough data
7.5
426
Not enough data
7.5
419
Usability
Not enough data
8.3
448
Not enough data
8.3
442
Not enough data
8.3
434
Reporting
Not enough data
8.3
431
Not enough data
8.2
416
Not enough data
8.3
423
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
175
Not enough data
8.0
177
Not enough data
Feature Not Available
Communication
9.0
29
|
Verified
8.8
718
|
Verified
8.9
31
|
Verified
8.7
759
|
Verified
Feature Not Available
8.6
658
8.2
22
|
Verified
8.6
631
|
Verified
Feature Not Available
8.3
355
Internal Use
7.7
90
|
Verified
8.2
2750
|
Verified
8.7
29
|
Verified
Feature Not Available
7.9
18
|
Verified
8.4
455
9.1
34
|
Verified
8.7
714
|
Verified
9.5
32
|
Verified
8.6
692
|
Verified
8.4
30
|
Verified
8.6
707
|
Verified
Generative AI
Not enough data
7.7
423
Self-Service Experience
8.7
108
8.5
1514
8.3
103
8.4
1472
Feature Not Available
8.1
1279
8.3
26
8.1
772
8.5
29
8.2
817
Self-Service Platform
8.8
28
8.3
843
8.7
31
8.3
819
Feature Not Available
7.8
732
8.7
29
8.2
767
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
83
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)
491
Not enough data
9.0(won by default)
638
Not enough data
8.5(won by default)
490
Channels
Not enough data
9.0(won by default)
627
Not enough data
8.5(won by default)
545
Not enough data
8.7(won by default)
516
Not enough data
8.6(won by default)
459
Not enough data
8.8(won by default)
485
Insight
Not enough data
8.7(won by default)
494
Not enough data
8.9(won by default)
546
Not enough data
8.8(won by default)
516
Not enough data
9.0(won by default)
591
Generative AI
Not enough data
7.7
185
Not enough data
7.7
184
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
Customer Query Resolution - AI Customer Support 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
Customer Interaction Automation - AI Customer Support 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
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
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 AI Customer Support Agents, Social Customer Service, Complaint Management, Contact Center Knowledge Base, and Google Workspace for Sales
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
20.9%
Information Technology and Services
10.0%
Internet
7.5%
Marketing and Advertising
4.4%
Retail
4.1%
Other
53.2%
Information Technology and Services
17.9%
Computer Software
10.7%
Computer & Network Security
4.1%
Financial Services
3.6%
Retail
3.5%
Other
60.1%
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
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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