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At a Glance
Market Segments
Mid-Market (62.3% of reviews)
Small-Business (72.6% of reviews)
Entry-Level Pricing
Starting at $150.00 Per Month
$0.00
Helpshift
Star Rating
(381)4.3 out of 5
Market Segments
Mid-Market (62.3% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $150.00 Per Month
Browse all 3 pricing plansZoho Desk
Star Rating
(7,130)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 excels in its entry-level pricing, offering a free tier that is particularly beneficial for small businesses, while Helpshift starts at $150, which may be a barrier for startups.
- Reviewers mention that Helpshift shines in mobile optimization, with a score of 9.2, making it a preferred choice for companies focusing on mobile customer support, whereas Zoho Desk scores lower in this area.
- G2 users highlight that Zoho Desk's ticket creation user experience is rated at 8.7, matching Helpshift, but users on G2 appreciate the additional customization options available in Zoho Desk, allowing for a more tailored support experience.
- Reviewers say that Helpshift's co-browsing feature is highly effective, scoring 9.2, which enhances real-time support capabilities, while Zoho Desk lacks this specific functionality, making Helpshift a better option for interactive support.
- Users report that both platforms have strong knowledge base capabilities, but Helpshift's is rated slightly higher at 9.0, indicating a more robust self-service experience that users find beneficial for reducing support tickets.
- Reviewers mention that Zoho Desk's automation features are well-received, particularly in ticket management, but Helpshift's automation capabilities are noted to be more advanced, especially in response automation, which is crucial for scaling support operations.
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
Zoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
Helpshift
Free Trial is available
Zoho Desk
Free Trial is available
Ratings
Meets Requirements
8.6
295
8.7
5,665
Ease of Use
8.8
295
8.5
5,743
Ease of Setup
8.2
139
8.1
5,018
Ease of Admin
8.4
138
8.3
4,725
Quality of Support
8.4
275
8.3
5,095
Has the product been a good partner in doing business?
8.5
134
8.4
4,266
Product Direction (% positive)
7.9
288
8.9
5,430
Features by Category
Ticket and Case Management
8.7
161
|
Verified
8.6
3319
|
Verified
8.7
163
|
Verified
8.5
3289
|
Verified
8.5
167
|
Verified
8.3
3064
|
Verified
8.5
169
8.3
2912
|
Verified
8.1
122
|
Verified
8.2
2628
|
Verified
8.5
164
|
Verified
8.4
2907
|
Verified
8.3
161
|
Verified
8.5
2912
|
Verified
8.4
87
8.3
2500
|
Verified
Generative AI
Feature Not Available
7.4
960
Feature Not Available
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
8.6
150
|
Verified
8.3
2853
|
Verified
8.4
150
|
Verified
8.6
3071
|
Verified
8.7
125
|
Verified
8.2
2384
|
Verified
8.0
44
8.0
2144
|
Verified
9.0
18
7.8
1906
|
Verified
Platform
8.5
74
|
Verified
8.1
2277
|
Verified
8.1
126
|
Verified
8.2
2726
|
Verified
8.4
75
|
Verified
8.4
2825
|
Verified
8.2
65
|
Verified
8.1
2242
|
Verified
7.8
139
|
Verified
8.2
2785
|
Verified
7.8
144
|
Verified
8.4
2942
|
Verified
Administration
Not enough data
8.2
341
Not enough data
8.2
340
Not enough data
8.4
344
Knowledge Management
Not enough data
8.6
322
Not enough data
8.2
315
Not enough data
8.2
322
Compliance
Not enough data
8.4
336
Not enough data
8.3
333
Not enough data
8.2
335
Not enough data
8.1
333
Customer Support
Not enough data
8.2
311
Not enough data
8.2
312
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
331
Administration
Not enough data
8.1
313
Not enough data
8.4
315
Not enough data
8.5
312
Generative AI
Not enough data
7.6
248
Channels
Not enough data
8.2
569
Not enough data
8.0
555
Not enough data
7.3
548
Design
Not enough data
7.9
545
Not enough data
7.7
554
Not enough data
8.1
550
Not enough data
8.1
545
Not enough data
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
Responses
9.0
24
Not enough data
8.5
24
Not enough data
8.9
23
Not enough data
8.8
22
Not enough data
9.0
22
Not enough data
Platform
9.4
21
Not enough data
9.2
22
Not enough data
8.5
22
Not enough data
8.2
21
Not enough data
9.0
15
Not enough data
8.6
20
Not enough data
8.9
22
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Conversational Platform
9.0
27
Not enough data
8.8
21
Not enough data
8.7
24
Not enough data
8.7
21
Not enough data
Support Automation
8.8
23
Not enough data
8.5
28
Not enough data
8.8
24
Not enough data
8.2
23
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
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
Generative AI
Feature Not Available
7.9
176
Feature Not Available
8.0
178
Feature Not Available
7.8
177
Communication
8.6
110
|
Verified
8.8
718
|
Verified
8.4
120
|
Verified
8.7
758
|
Verified
8.7
86
|
Verified
8.6
659
8.9
105
|
Verified
8.6
632
|
Verified
9.3
14
8.3
356
Internal Use
8.1
126
|
Verified
8.2
2726
|
Verified
9.2
102
|
Verified
8.5
361
8.8
77
|
Verified
8.4
456
9.0
97
|
Verified
8.7
712
|
Verified
8.8
83
|
Verified
8.7
692
|
Verified
8.8
92
|
Verified
8.6
708
|
Verified
Generative AI
Feature Not Available
7.7
423
Self-Service Experience
8.8
148
8.5
1508
8.5
138
8.4
1469
8.2
107
8.1
1275
8.9
21
8.1
770
8.9
21
8.2
815
Self-Service Platform
8.1
22
8.3
838
8.6
23
8.3
815
8.2
17
7.8
725
8.6
23
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
Feature Not Available
7.6
184
Feature Not Available
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
Helpshift and Zoho Desk are categorized as Digital Customer Service Platforms, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Zoho Desk is categorized as Social Customer Service, Customer Communications Management, Google Workspace for Sales, Contact Center Knowledge Base, and Complaint Management
Reviews
Reviewers' Company Size
Helpshift
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 Games
22.6%
Entertainment
8.3%
Financial Services
6.8%
Banking
6.8%
Consumer Services
5.6%
Other
49.9%
Information Technology and Services
17.8%
Computer Software
10.7%
Computer & Network Security
4.1%
Financial Services
3.6%
Retail
3.6%
Other
60.2%
Alternatives
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
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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