# Helpshift vs Zendesk for Customer Service Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Zendesk for Customer Service excels in providing a streamlined and organized customer support experience. Users appreciate its intuitive ticketing system, which makes it easy to track, prioritize, and resolve inquiries efficiently, enhancing overall productivity.
- **Users say** Helpshift is very user-friendly, particularly for tracking tickets across multiple customers. Reviewers highlight its ease of use in everyday tasks, such as following up with customers and addressing their queries, making it a practical choice for support teams.
- **According to verified reviews** , Zendesk for Customer Service stands out for its robust integration capabilities, allowing seamless connections with third-party applications like Jira and Salesforce. This flexibility is praised by users who benefit from a centralized omni-channel support ecosystem.
- **Reviewers mention** that while Helpshift offers a good offline FAQ feature and easy integration with Unity, it lacks the extensive market presence and user feedback that Zendesk enjoys. This can impact the perceived reliability and support options available to users.
- **Users highlight** Zendesk's strong reporting and automation features, which help teams manage customer issues more effectively. The ability to automate repetitive tasks and generate insightful reports is a significant advantage for organizations looking to optimize their support operations.
- **G2 reviewers note** that Helpshift shines in mobile user support, with features designed for mobile optimization and in-app messaging. This focus on mobile engagement is beneficial for companies that prioritize customer interactions through mobile platforms.



| | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 381 | 6,989 | 
| **Largest Market Segment** | Mid-Market (62.3% of reviews) | Mid-Market (45.8% of reviews) | 
| **Entry Level Price** | No pricing available | $19.00 1 user per month billed annually | 

---
## Top Pros & Cons

### Helpshift

Pros:
- Ease of Use (3 reviews)
- Features (3 reviews)

Cons:
- Connection Issues (2 reviews)
- Software Unresponsiveness (2 reviews)

### Zendesk for Customer Service

Pros:
- Ease of Use (526 reviews)
- Features (395 reviews)

Cons:
- Missing Features (216 reviews)
- Limited Features (180 reviews)

---
## Ratings Comparison
| Rating | Helpshift | Zendesk for Customer Service | 
|---|---|---|
  | **Meets Requirements** | 8.6 (295 reviews) | 8.6 (5216 reviews) | 
  | **Ease of Use** | 8.8 (295 reviews) | 8.6 (5429 reviews) | 
  | **Ease of Setup** | 8.2 (139 reviews) | 8.0 (3337 reviews) | 
  | **Ease of Admin** | 8.4 (138 reviews) | 8.2 (3147 reviews) | 
  | **Quality of Support** | 8.4 (275 reviews) | 8.4 (4991 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.5 (134 reviews) | 8.4 (3070 reviews) | 
  | **Product Direction (% positive)** | 7.9 (288 reviews) | 8.0 (4864 reviews) | 

---
## Pricing

### Helpshift

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

### Zendesk for Customer Service

#### Entry-Level Pricing

Plan: Support Only (Team)

Price: $19.00 1 user per month billed annually

Description: Integrated customer support

Key Features:
- Email & social media 
- Web widget & mobile SDK
- Pre-defined business rules

[Browse all 5 editions](https://www.g2.com/products/zendesk-for-customer-service/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Helpshift** | 8.3/10 | 254 |
| **Zendesk for Customer Service** | 8.2/10 | 3758 |

#### Ticket and Case Management

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Ticket creation user experience** | 8.7 (161 reviews) ✓ Verified | 8.8 (2599 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.7 (163 reviews) ✓ Verified | 8.7 (2641 reviews) ✓ Verified | 
| **Workflow** | 8.5 (167 reviews) ✓ Verified | 8.5 (2585 reviews) ✓ Verified | 
| **Response Automation** | 8.5 (169 reviews) | 8.4 (2400 reviews) ✓ Verified | 
| **SLA Management** | 8.1 (122 reviews) ✓ Verified | 8.2 (1939 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.5 (164 reviews) ✓ Verified | 8.4 (2412 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.3 (161 reviews) ✓ Verified | 8.6 (2427 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.4 (87 reviews) | 8.3 (1876 reviews) ✓ Verified | 

#### Generative AI

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.6 (391 reviews) | 
| **AI Text Summarization** | Not enough data | 7.6 (387 reviews) | 

#### Agentic AI - Help Desk

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.8 (251 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.9 (246 reviews) | 
| **Proactive Assistance** | Feature Not Available | 8.0 (249 reviews) | 

#### Communication Channels

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Customer Portal** | 8.6 (150 reviews) ✓ Verified | 8.5 (2072 reviews) ✓ Verified | 
| **Email to Case** | 8.4 (150 reviews) ✓ Verified | 8.8 (2351 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.7 (125 reviews) ✓ Verified | 8.4 (1758 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (44 reviews) | 8.0 (1437 reviews) ✓ Verified | 
| **Voice** | 9.0 (18 reviews) | 8.0 (1337 reviews) ✓ Verified | 

#### Platform

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Mobile User Support** | 8.5 (74 reviews) ✓ Verified | 7.8 (1392 reviews) ✓ Verified | 
| **Customization ** | 8.1 (126 reviews) ✓ Verified | 8.0 (1790 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.4 (75 reviews) ✓ Verified | 8.3 (1969 reviews) ✓ Verified | 
| **Integration** | 8.2 (65 reviews) ✓ Verified | 8.2 (1796 reviews) ✓ Verified | 
| **Reporting** | 7.8 (139 reviews) ✓ Verified | 7.9 (2405 reviews) ✓ Verified | 
| **Dashboards** | 7.8 (144 reviews) ✓ Verified | 8.0 (2431 reviews) ✓ Verified | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Helpshift** | N/A | N/A |
| **Zendesk for Customer Service** | 8.0/10 | 893 |

#### Usability

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **All-Employee Access** | Not enough data | 8.3 (665 reviews) | 
| **Supporting Documents** | Not enough data | 8.3 (662 reviews) | 
| **Two-Way Communication** | Not enough data | 8.4 (637 reviews) | 

#### Reporting

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | 8.3 (587 reviews) | 
| **Trend Analysis** | Not enough data | 7.9 (562 reviews) | 
| **Performance Monitoring** | Not enough data | 8.2 (645 reviews) | 

#### Generative AI

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.3 (176 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (175 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Helpshift** | N/A | N/A |
| **Zendesk for Customer Service** | 8.1/10 | 418 |

#### Productivity Tools

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Notes** | Not enough data | 8.5 (325 reviews) | 
| **Internal Discussion** | Not enough data | 8.3 (324 reviews) | 
| **Assignments and Tasks** | Not enough data | 8.4 (312 reviews) | 
| **Workflows** | Not enough data | 8.4 (306 reviews) | 
| **Templates** | Not enough data | 8.5 (315 reviews) | 
| **Integrations** | Not enough data | 8.2 (311 reviews) | 
| **Tagging System** | Not enough data | 8.2 (345 reviews) | 

#### Analytics

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Trends** | Not enough data | 7.7 (263 reviews) | 
| **Performance Tracking** | Not enough data | 8.0 (304 reviews) | 
| **Email Tracking** | Not enough data | 8.2 (292 reviews) | 

#### Agentic AI - Shared Inbox

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.1 (21 reviews) | 
| **Decision Making** | Not enough data | 7.4 (22 reviews) | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Helpshift** | N/A | N/A |
| **Zendesk for Customer Service** | 8.0/10 | 89 |

#### Responses

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Personalization** | Not enough data | 8.2 (61 reviews) | 
| **Route To Human** | Not enough data | 8.6 (69 reviews) | 
| **Natural Language Understanding (NLU)** | Not enough data | 8.2 (68 reviews) | 

#### Automation - AI Agents

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | 7.4 (24 reviews) | 
| **Customer Interaction Automation** | Not enough data | 7.7 (25 reviews) | 
| **Lead Generation** | Not enough data | 7.4 (24 reviews) | 
| **Document Processing** | Not enough data | 7.4 (24 reviews) | 
| **Feedback Collection** | Not enough data | 7.7 (24 reviews) | 

#### Platform

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Conversation Editor** | Not enough data | 8.2 (66 reviews) | 
| **Integration** | Not enough data | 8.2 (64 reviews) | 
| **Human-In-The-Loop** | Not enough data | 8.3 (62 reviews) | 

#### Autonomy -  AI Agents

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 7.8 (23 reviews) | 
| **Adaptive Responses** | Not enough data | 7.4 (24 reviews) | 
| **Task Execution** | Not enough data | 7.4 (25 reviews) | 
| **Problem Solving** | Not enough data | 7.4 (25 reviews) | 

#### Generative AI

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.6 (30 reviews) | 
| **AI Text Summarization** | Not enough data | 8.0 (29 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Helpshift** | 8.8/10 | 27 |
| **Zendesk for Customer Service** | 8.2/10 | 613 |

#### Responses

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Customization** | 9.0 (24 reviews) | 8.1 (466 reviews) | 
| **Control** | 8.5 (24 reviews) | 8.1 (463 reviews) | 
| **Route To Human** | 8.9 (23 reviews) | 8.3 (445 reviews) | 
| **Menu bars** | 8.8 (22 reviews) | 8.1 (444 reviews) | 
| **Drip sequences** | Feature Not Available | 8.1 (353 reviews) | 

#### Platform

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Live chat** | 9.4 (21 reviews) | 8.6 (470 reviews) | 
| **Integrations** | 9.2 (22 reviews) | 8.3 (470 reviews) | 
| **Branding** | 8.5 (22 reviews) | 8.3 (461 reviews) | 
| **Analytics** | 8.2 (21 reviews) | 8.2 (465 reviews) | 
| **A/B testing** | 9.0 (15 reviews) | Feature Not Available | 
| **Role-based access** | 8.6 (20 reviews) | Feature Not Available | 
| **Collection of information** | 8.9 (22 reviews) | 8.4 (453 reviews) | 

#### Generative AI

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Feature Not Available | 8.1 (111 reviews) | 
| **AI Text Summarization** | Feature Not Available | 8.1 (109 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Helpshift** | 8.7/10 | 35 |
| **Zendesk for Customer Service** | 8.1/10 | 1097 |

#### Conversational Platform

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Personalization** | 9.0 (27 reviews) | 8.1 (860 reviews) | 
| **Omnichannel** | 8.8 (21 reviews) | 8.3 (716 reviews) | 
| **Contextual Engagement** | 8.7 (24 reviews) | 8.2 (681 reviews) | 
| **Proactive Engagement** | 8.7 (21 reviews) | 8.2 (747 reviews) | 

#### Support Automation

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Intelligent Routing** | 8.8 (23 reviews) | 8.1 (711 reviews) | 
| **Seamless Escalation** | 8.5 (28 reviews) | 8.3 (756 reviews) | 
| **Transcripts** | 8.8 (24 reviews) | 8.4 (716 reviews) | 
| **Self-Serve Support** | 8.2 (23 reviews) | 8.1 (789 reviews) | 

#### Generative AI

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (202 reviews) | 
| **AI Text Summarization** | Not enough data | 7.8 (201 reviews) | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **Helpshift** | N/A | N/A |
| **Zendesk for Customer Service** | 8.4/10 | 198 |

#### Messaging Channels

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **SMS Messaging** | Not enough data | 7.6 (77 reviews) | 
| **Email** | Not enough data | 9.1 (171 reviews) | 
| **Voice Messaging** | Not enough data | 8.3 (93 reviews) | 
| **Two way messaging** | Not enough data | 8.5 (101 reviews) | 

#### Administration

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Scheduling** | Not enough data | 8.2 (107 reviews) | 
| **Triggered Notifications** | Not enough data | 8.9 (155 reviews) | 
| **Segmentation** | Not enough data | 8.2 (110 reviews) | 
| **Integrations** | Not enough data | 8.4 (143 reviews) | 

### Multilingual Customer Support

| Product | Score | Reviews |
|---|---|---|
| **Helpshift** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Platform

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Multilingualism** | Not enough data | Not enough data | 
| **Quality** | Not enough data | Not enough data | 
| **Real-Time** | Not enough data | Not enough data | 
| **Artificial Intelligence** | Not enough data | Not enough data | 
| **Self-Improving** | Not enough data | Not enough data | 
| **Volume** | Not enough data | Not enough data | 

#### Channel

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Security** | Not enough data | Not enough data | 
| **Omnichannel** | Not enough data | Not enough data | 
| **Privacy** | Not enough data | Not enough data | 
| **Anonymity** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Helpshift** | N/A | N/A |
| **Zendesk for Customer Service** | 7.9/10 | 114 |

#### Customer Support

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Text** | Not enough data | 8.1 (83 reviews) | 
| **Speech** | Not enough data | 7.5 (75 reviews) | 
| **Knowledge Base** | Not enough data | 8.1 (85 reviews) | 

#### Automation

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Ticket Resolution** | Not enough data | 8.1 (85 reviews) | 
| **Customization** | Not enough data | 8.2 (82 reviews) | 
| **Intelligent Routing** | Not enough data | 8.0 (82 reviews) | 

#### Artificial Intelligence

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Learning** | Not enough data | 7.8 (81 reviews) | 
| **Language** | Not enough data | 7.6 (79 reviews) | 
| **Conversational AI** | Not enough data | 7.7 (84 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Helpshift** | 8.8/10 | 190 |
| **Zendesk for Customer Service** | 8.3/10 | 2697 |

#### Generative AI

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | Feature Not Available | 
| **AI Text Summarization** | Not enough data | 7.9 (205 reviews) | 

#### Communication

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Pop-up Chat** | 8.6 (110 reviews) ✓ Verified | 8.6 (950 reviews) ✓ Verified | 
| **Notifications** | 8.4 (120 reviews) ✓ Verified | 8.4 (964 reviews) ✓ Verified | 
| **Targeted Emails** | 8.7 (86 reviews) ✓ Verified | 8.1 (718 reviews) | 
| **In-App Messaging** | 8.9 (105 reviews) ✓ Verified | 8.5 (735 reviews) ✓ Verified | 
| **Co-Browsing** | 9.3 (14 reviews) | 8.0 (519 reviews) | 

####  Internal Use

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | 8.1 (126 reviews) ✓ Verified | 8.0 (1790 reviews) ✓ Verified | 
| **Conversation Archiving** | 9.2 (102 reviews) ✓ Verified | 8.5 (846 reviews) ✓ Verified | 
| **Lead Development** | 8.8 (77 reviews) ✓ Verified | 8.1 (648 reviews) | 
| **Knowledge Base** | 9.0 (97 reviews) ✓ Verified | 8.5 (896 reviews) | 
| **Team Inbox ** | 8.8 (83 reviews) ✓ Verified | 8.6 (827 reviews) ✓ Verified | 
| **Customer Profiles** | 8.8 (92 reviews) ✓ Verified | 8.3 (846 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Helpshift** | 8.6/10 | 211 |
| **Zendesk for Customer Service** | 8.2/10 | 1785 |

#### Generative AI

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Feature Not Available | 

#### Self-Service Experience

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Knowledge Base** | 8.8 (148 reviews) | 8.5 (1522 reviews) | 
| **Searchable Articles** | 8.5 (138 reviews) | 8.5 (1442 reviews) | 
| **Community Forums** | Feature Not Available | 8.0 (1024 reviews) | 
| **Mobile Optimization** | 8.9 (21 reviews) | 7.7 (647 reviews) | 
| **Personalization** | 8.9 (21 reviews) | 8.0 (779 reviews) | 

#### Self-Service Platform

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Branding** | 8.1 (22 reviews) | 8.2 (829 reviews) | 
| **Automation** | 8.6 (23 reviews) | 8.2 (849 reviews) | 
| **Artificial Intelligence** | 8.2 (17 reviews) | 7.7 (675 reviews) | 
| **Integrations** | 8.6 (23 reviews) | 8.2 (814 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (63 reviews) | 
| **Multi-step Planning** | Not enough data | 8.3 (63 reviews) | 
| **Cross-system Integration** | Not enough data | 8.2 (65 reviews) | 
| **Adaptive Learning** | Not enough data | 8.7 (63 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.6 (62 reviews) | 
| **Proactive Assistance** | Feature Not Available | 8.2 (63 reviews) | 
| **Decision Making** | Not enough data | 8.1 (63 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Helpshift** | N/A | N/A |
| **Zendesk for Customer Service** | 8.4/10 | 841 |

#### Generative AI

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.4 (77 reviews) | 
| **AI Text Summarization** | Not enough data | 7.5 (78 reviews) | 

#### Process

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Mentions** | Not enough data | 8.4 (563 reviews) | 
| **Tickets** | Not enough data | 9.1 (744 reviews) | 
| **Macros** | Not enough data | 8.8 (693 reviews) | 

#### Channels

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Email** | Not enough data | 9.0 (743 reviews) | 
| **Social** | Not enough data | 8.4 (586 reviews) | 
| **Live Chat** | Not enough data | 8.7 (565 reviews) | 
| **Phone** | Not enough data | 8.2 (486 reviews) | 
| **Text** | Not enough data | 8.3 (421 reviews) | 

#### Insight

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Surveys** | Not enough data | 8.1 (540 reviews) | 
| **Reporting** | Not enough data | 8.3 (647 reviews) | 
| **Visitor Activity** | Not enough data | 8.5 (562 reviews) | 
| **Help Desk** | Not enough data | 8.7 (667 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Helpshift** | N/A | N/A |
| **Zendesk for Customer Service** | 8.1/10 | 77 |

#### Generative AI

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (67 reviews) | 
| **AI Text Summarization** | Not enough data | 7.7 (66 reviews) | 

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **Helpshift** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Conversational AI - Conversational Commerce Platforms

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **AI chatbots** | Not enough data | Not enough data | 
| **Messaging and Notifications** | Not enough data | Not enough data | 
| **AI agents ** | Not enough data | Not enough data | 
| **Voice assistants** | Not enough data | Not enough data | 
| **Communication apps** | Not enough data | Not enough data | 

#### Platform integration - Conversational Commerce Platforms

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Ecommerce stores** | Not enough data | Not enough data | 
| **Sales channels** | Not enough data | Not enough data | 
| **Payment Platform** | Not enough data | Not enough data | 
| **Internal tools** | Not enough data | Not enough data | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Conversational analytics** | Not enough data | Not enough data | 
| **Advance reporting** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Helpshift** | N/A | N/A |
| **Zendesk for Customer Service** | 8.3/10 | 110 |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 8.4 (74 reviews) | 
| **Contextual Response Generation** | Not enough data | 8.1 (71 reviews) | 
| **Sentiment Analysis** | Not enough data | 8.2 (69 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 8.3 (70 reviews) | 
| **Multilingual Support** | Not enough data | 8.2 (68 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 8.2 (70 reviews) | 
| **Feedback Collection** | Not enough data | 8.4 (70 reviews) | 
| **Escalation Handling** | Not enough data | 8.3 (71 reviews) | 
| **Workflow Optimization** | Not enough data | 8.5 (70 reviews) | 

#### Automation

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 8.7 (74 reviews) | 
| **Feedback Collection** | Not enough data | 8.6 (70 reviews) | 
| **Document Processing** | Not enough data | 7.9 (68 reviews) | 

#### Autonomy

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 8.1 (68 reviews) | 
| **Adaptive Responses** | Not enough data | 8.4 (67 reviews) | 
| **Task Execution** | Not enough data | 8.3 (69 reviews) | 
| **Problem Solving** | Not enough data | 8.3 (70 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Helpshift** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Workforce Management

| Product | Score | Reviews |
|---|---|---|
| **Helpshift** | N/A | N/A |
| **Zendesk for Customer Service** | 9.2/10 | 27 |

#### Platform

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | Not enough data | 9.1 (18 reviews) | 
| **Integration APIs** | Not enough data | 9.2 (14 reviews) | 
| **Internationalization** | Not enough data | 9.6 (8 reviews) | 
| **User, Role, and Access Management** | Not enough data | 9.5 (11 reviews) | 
| **Dashboards** | Not enough data | 8.8 (11 reviews) | 

#### Workforce Management Platform Features

| Feature | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Labor Forecasting** | Not enough data | Not enough data | 
| **Shift Scheduling** | Not enough data | Not enough data | 
| **Time & Attendance Tracking** | Not enough data | Not enough data | 
| **Absence & Leave Management** | Not enough data | Not enough data | 
| **Skills Management** | Not enough data | Not enough data | 
| **Succession Planning** | Not enough data | Not enough data | 
| **Workforce Analytics** | Not enough data | Not enough data | 
| **Self-Service Capabilities** | Not enough data | Not enough data | 
| **Mobile Shift Scheduling** | Not enough data | Not enough data | 
| **Team Communication** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (7):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Help Desk Software](https://www.g2.com/categories/help-desk), [Live Chat Software](https://www.g2.com/categories/live-chat), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Chatbots Software](https://www.g2.com/categories/chatbots), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)

**Unique to Helpshift (1):** [Multilingual Customer Support Software](https://www.g2.com/categories/multilingual-customer-support)

**Unique to Zendesk for Customer Service (8):** [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Workforce Management Software](https://www.g2.com/categories/workforce-management), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox)


---
## Reviewer Demographics

### By Company Size

| Segment | Helpshift | Zendesk for Customer Service | 
|---|---|---|
| **Small-Business** | 21.7% | 40.8% | 
| **Mid-Market** | 62.3% | 45.8% | 
| **Enterprise** | 16.0% | 13.4% | 

### By Industry

#### Helpshift

- **Computer Games:** 22.6%
- **Entertainment:** 8.3%
- **Banking:** 6.8%
- **Financial Services:** 6.8%
- **Consumer Services:** 5.6%
- **Consumer Goods:** 5.0%
- **Computer Software:** 4.7%
- **Information Technology and Services:** 4.5%
- **Transportation/Trucking/Railroad:** 3.9%
- **Retail:** 3.6%
- **Other:** 28.2%

#### Zendesk for Customer Service

- **Computer Software:** 14.1%
- **Information Technology and Services:** 12.6%
- **Financial Services:** 5.9%
- **Retail:** 5.0%
- **Consumer Services:** 4.4%
- **Internet:** 3.5%
- **Marketing and Advertising:** 3.1%
- **Telecommunications:** 2.9%
- **Health, Wellness and Fitness:** 2.2%
- **Consumer Goods:** 2.1%
- **Other:** 44.1%

---
## Alternatives

### Alternatives to Helpshift

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3877 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3750 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7357 reviews)
- [Drift](https://www.g2.com/products/drift/reviews) — 4.4/5 stars (1255 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Dixa](https://www.g2.com/products/dixa/reviews) — 4.2/5 stars (391 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7717 reviews)

### Alternatives to Zendesk for Customer Service

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3877 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1906 reviews)
- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3750 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2495 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (563 reviews)
- [LivePerson](https://www.g2.com/products/liveperson/reviews) — 4.3/5 stars (207 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7357 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)

---
## Top Discussions

### Helpshift

- Title: [How can I improve my customer satisfaction if I have few staff handling Helpshift?](https://www.g2.com/discussions/como-puedo-mejorar-la-satisfaccion-de-mis-clientes-si-tengo-poco-personal-que-maneje-helpshift) — 2 comments, 1 upvote
  > **Top comment:** "You should increase your staff in such a way that the response time is compensated with the use of this tool."
- Title: [What's the best way to correctly set up Helpshift Analytics?](https://www.g2.com/discussions/what-s-the-best-way-to-correctly-set-up-helpshift-analytics) — 1 comment, 1 upvote
  > **Top comment:** "Honestly, your Helpshift account manager is the best way to set up Analytics. They will set up a call and walk you through the process as well as make sure..."
- Title: [What would be the best way to receive notifications of chats waiting to be answered.](https://www.g2.com/discussions/what-would-be-the-best-way-to-receive-notifications-of-chats-waiting-to-be-answered) — 1 comment, 1 upvote
  > **Top comment:** "You can create time based automations with add as an action internal note with notification of one of agents. "

### Zendesk for Customer Service

- Title: [Is zendesk any good?](https://www.g2.com/discussions/is-zendesk-any-good) — 8 comments, 1 upvote
  > **Top comment:** "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..."
- Title: [Is there a free version of Zendesk?](https://www.g2.com/discussions/is-there-a-free-version-of-zendesk) — 7 comments, 1 upvote
  > **Top comment:** "There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. "
- Title: [How is Zendesk Support Suite transforming the customer service experience in various industries?](https://www.g2.com/discussions/how-is-zendesk-support-suite-transforming-the-customer-service-experience-in-various-industries) — 6 comments, 4 upvotes
  > **Top comment:** "I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven..."
- Title: [What is Zendesk Support Suite?](https://www.g2.com/discussions/what-is-zendesk-support-suite) — 4 comments, 3 upvotes
  > **Top comment:** "A single platform for handling all Customer Support activities."
- Title: [What is Zendesk Support Suite used for?](https://www.g2.com/discussions/what-is-zendesk-support-suite-used-for) — 3 comments, 2 upvotes
  > **Top comment:** "Zendesk is a ticketing tool from from where we can respond to customers through email."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/helpshift-vs-zendesk-for-customer-service)