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Compare Helpshift and Zendesk for Customer Service 
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At a Glance
Market Segments
Mid-Market (62.3% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
Starting at $150.00 Per Month
$19.00 1 user per month billed annually
Helpshift
Star Rating
(381)4.3 out of 5
Market Segments
Mid-Market (62.3% of reviews)
Entry-Level Pricing
Starting at $150.00 Per Month
Browse all 3 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 its ticketing system, with a score of 9.0, making it a preferred choice for organizations that prioritize efficient ticket management. In contrast, Helpshift also offers a solid ticketing experience but scores slightly lower at 8.5.
- Reviewers mention that Helpshift shines in its customization capabilities, achieving a score of 9.0 for response customization, which allows businesses to tailor their customer interactions more effectively than Zendesk's score of 8.1 in the same area.
- G2 users highlight that Zendesk's live chat feature is robust, scoring 8.6, while Helpshift outperforms with a score of 9.4, indicating a superior live chat experience that users find more engaging and effective.
- Users on G2 report that Helpshift's mobile optimization is a standout feature, scoring 9.2, which is significantly higher than Zendesk's score of 7.7, making Helpshift a better option for businesses focusing on mobile customer support.
- Reviewers mention that Zendesk's automation features, with a score of 8.6, are effective for streamlining workflows, but Helpshift's automation capabilities score higher at 8.5, indicating a slight edge in automating customer interactions.
- Users say that both platforms offer strong analytics capabilities, but Zendesk's reporting features score 8.3, while Helpshift's analytics are rated slightly lower at 7.7, suggesting that Zendesk may provide more comprehensive insights for users.
Pricing
Entry-Level Pricing
Helpshift
Starter
Starting at $150.00
Per Month
Get started quickly with our Starter package of Mobile-First Customer Service Platform.
All packages come with 1,000 issues per month to get you started.
- Web & Mobile In-App Messaging
- Web & Mobile In-App Help Center
- Mobile SDK Integration
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
Helpshift
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
8.6
295
8.6
5,110
Ease of Use
8.8
295
8.6
5,154
Ease of Setup
8.2
139
8.0
3,178
Ease of Admin
8.4
138
8.2
3,073
Quality of Support
8.4
275
8.4
4,788
Has the product been a good partner in doing business?
8.5
134
8.4
2,999
Product Direction (% positive)
7.9
288
8.0
4,764
Features by Category
Ticket and Case Management
8.7
161
|
Verified
8.8
2548
|
Verified
8.7
163
|
Verified
8.7
2563
|
Verified
8.5
167
|
Verified
8.5
2489
|
Verified
8.5
169
8.4
2334
|
Verified
8.1
122
|
Verified
8.2
1919
|
Verified
8.5
164
|
Verified
8.4
2395
|
Verified
8.3
161
|
Verified
8.6
2382
|
Verified
8.4
87
8.3
1850
|
Verified
Generative AI
Feature Not Available
7.6
381
Feature Not Available
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
8.6
150
|
Verified
8.5
2057
|
Verified
8.4
150
|
Verified
8.8
2304
|
Verified
8.7
125
|
Verified
8.4
1719
|
Verified
8.0
44
8.0
1424
|
Verified
9.0
18
8.0
1307
|
Verified
Platform
8.5
74
|
Verified
7.8
1386
|
Verified
8.1
126
|
Verified
8.0
1776
|
Verified
8.4
75
|
Verified
8.3
1946
|
Verified
8.2
65
|
Verified
8.2
1738
|
Verified
7.8
139
|
Verified
7.9
2338
|
Verified
7.8
144
|
Verified
8.0
2406
|
Verified
Usability
Not enough data
8.3
666
Not enough data
8.3
662
Not enough data
8.4
631
Reporting
Not enough data
8.3
589
Not enough data
7.9
562
Not enough data
8.2
643
Generative AI
Not enough data
7.3
178
Not enough data
7.2
177
Responses
Not enough data
8.3
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
9.0
24
8.1
467
8.5
24
8.1
464
8.9
23
8.3
448
8.8
22
8.1
447
9.0
22
8.1
355
Platform
9.4
21
8.6
469
9.2
22
8.3
466
8.5
22
8.3
462
8.2
21
8.2
462
9.0
15
Feature Not Available
8.6
20
Feature Not Available
8.9
22
8.4
453
Generative AI
Feature Not Available
8.1
112
Feature Not Available
8.2
111
Conversational Platform
9.0
27
8.1
857
8.8
21
8.3
714
8.7
24
8.2
682
8.7
21
8.2
747
Support Automation
8.8
23
8.1
712
8.5
28
8.3
755
8.8
24
8.4
709
8.2
23
8.0
786
Generative AI
Feature Not Available
7.8
202
Feature Not Available
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
Platform
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
Channel
Not enough data
Not enough data
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
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
Feature Not Available
Feature Not Available
Feature Not Available
7.9
207
Feature Not Available
Feature Not Available
Communication
8.6
110
|
Verified
8.6
950
|
Verified
8.4
120
|
Verified
8.5
964
|
Verified
8.7
86
|
Verified
8.1
720
8.9
105
|
Verified
8.5
737
|
Verified
9.3
14
8.0
520
Internal Use
8.1
126
|
Verified
8.0
1776
|
Verified
9.2
102
|
Verified
8.5
849
|
Verified
8.8
77
|
Verified
8.1
650
9.0
97
|
Verified
8.5
898
8.8
83
|
Verified
8.6
824
|
Verified
8.8
92
|
Verified
8.3
847
|
Verified
Generative AI
Feature Not Available
Feature Not Available
Self-Service Experience
8.8
148
8.5
1498
8.5
138
8.5
1435
8.2
107
8.0
1023
8.9
21
7.7
647
8.9
21
8.0
779
Self-Service Platform
8.1
22
8.3
827
8.6
23
8.2
840
8.2
17
7.7
657
8.6
23
8.2
805
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
Feature Not Available
7.8
67
Feature Not Available
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
Helpshift and Zendesk for Customer Service are categorized as Digital Customer Service Platforms, Conversational Support, Chatbots, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Helpshift is categorized as Multilingual Customer Support
Zendesk for Customer Service is categorized as Workforce Management, Conversational Commerce Platforms, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, Complaint Management, Customer Service Automation, Social Customer Service, and Proactive Notification
Reviews
Reviewers' Company Size
Helpshift
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 Games
22.6%
Entertainment
8.3%
Financial Services
6.8%
Banking
6.8%
Consumer Services
5.6%
Other
49.9%
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
How can I improve my customer satisfaction if I have few staff handling Helpshift?
2 Comments
RR
You should increase your staff in such a way that the response time is compensated with the use of this tool.Read more
What would be the best way to receive notifications of chats waiting to be answered.
1 Comment
ŁM
You can create time based automations with add as an action internal note with notification of one of agents. Read more
What's the best way to correctly set up Helpshift Analytics?
1 Comment
TA
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...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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