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Compare Zendesk vs Help Scout

What is better Zendesk or Help Scout? We are here to improve the cumbersome process of comparing Help Desk Software products for you. For instance, on this page you can examine the overall performance of Zendesk (9.6) and compare it with the overall performance of Help Scout (8.9). It's also possible to match their overall user satisfaction rating: Zendesk (98%) vs. Help Scout (98%).

What’s more, research their features carefully to see which product can better address your company’s needs. In general, any B2B software must let you to comfortably see the big picture, at the same time offering you easy access to the details.

In the event you would like to quickly decide on the more reliable Customer Support Software according to our review team we recommend you take a look at one of these products: Freshdesk, Salesforce Service Cloud, Zendesk.

SmartScore™

OUR SCORE 9.7

User Satisfaction

CUSTOMER EXPERIENCE 98%

Pricing

Starting from $5

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Flexible ticket management with automated workflow
  • Multi-channel support: email, web, phone, chat, social media
  • Mobile support with native iPhone, iPad, and Android apps
  • Robust reporting and advanced analytics
  • Customer facing web interface that you can easily brand
  • Knowledge base portal and community forums included
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Open API enabling seamless integration into your business
  • Multi-brand support with linked accounts
  • Unlimited, free “light agents” (Enterprise plan only)
  • Group rules and macros
  • Screencasting
  • Public and private forums
  • Full CSS rebranding
  • Multi locale (timezone and languages)
  • Export ticket views to CSV
  • SSO with Twitter, Facebook, Google and SAML
  • REST API
  • Pre-built: Salesforce, SugarCRM

Pricing Info

Zendesk offers different pricing plans for its various modules. A 30-day free trial is also available.

Zendesk Support

Essential – $9/agent per month or $5/agent per month (billed annually)

  • Email & social channels
  • Basic help center
  • Web Widget & Mobile SDK

Team – $25/agent per month or $19/agent per month (billed annually)

  • All Essential features, plus:
  • Business rules
  • Performance Dashboards
  • Public apps and integrations

Professional – $59/agent per month or $49/agent per month (billed annually)

  • All Team features, plus:
  • Multilingual content
  • CSAT surveys
  • Custom reports & dashboards

Enterprise $125/agent per month or $99/agent per month (billed annually)

  • All Professional features, plus:
  • Custom agent roles
  • Multibrand support
  • Multiple ticket forms
  • Launch Success Program
  • Satisfaction Prediction

Elite – $199/agent per month (billed annually)

  • All Enterprise features, plus:
  • Unlimited light agents
  • 99.9% uptime SLA
  • 1 hour service level objective
  • Advanced encryption & security
  • Data center location

Zendesk Chat

Lite – Free

  • 1 concurrent chat
  • Chat rating
  • 30-day chat history

Team – $19/agent per month or $14/agent per month (billed annually)

  • All Lite features, plus:
  • Unlimited chats
  • 2 triggers
  • 2 departments
  • Zendesk Message
  • Widget customization
  • Public apps

Professional – $35/agent per month or $29/agent per month (billed annually)

  • All Team features, plus:
  • Unlimited triggers
  • Unlimited departments
  • Operating hours
  • Chat and agent reports
  • Conversion Tracking

Enterprise $70/agent per month or $59/agent per month (billed annually)

  • All Professional features, plus:
  • Widget unbranding
  • Real-time monitor
  • Roles and permissions
  • Skills-based routing
  • Web SDK
  • 24/7 live chat support

Zendesk Talk

Lite – Pay for usage only, per agent per month

  • Limit of 1 phone number
  • Automatic ticket creation
  • Call recording & voicemail transcription

Team – Usage sold separately, $25/agent per month or $19/agent per month (billed annually)

  • All Lite features, plus:
  • Multiple phone numbers
  • Warm transfer
  • Business hours
  • Text messaging

Professional – Usage sold separately, $59/agent per month or $49/agent per month (billed annually)

  • All Team features, plus:
  • IVR phone trees
  • Call monitoring & barging
  • Callback from queue
  • Real-time analytics
  • Insights reporting

Enterprise Usage sold separately, $110/agent per month or $89/agent per month (billed annually)

  • All Professional features, plus:
  • Launch Success Program
  • Monthly Diagnostics
  • Talk Usage 99.95% SLA
  • Failover on demand

Partner Edition – Does not inlcue cost of partner solution, $14/agent per month or $9/agent per month (billed annually)

  • Access to telephony integrations & CTI toolkit for:
  • Embedded softphone
  • Caller ID & history
  • Tickets with call data and agent assignment

Zendesk Guide

Lite – Free

  • Included with Zendesk Support
  • Knowledge base
  • Support request form
  • Google Analytics reporting

Professional – $19/agent per month or $15/agent per month (billed annually)

  • All Lite features, plus:
  • Custom themes
  • Multilingual content
  • Agent knowledge base
  • Community forums
  • Customer requests portal
  • Performance dashboards
  • Knowledge Capture app

Enterprise $34/agent per month or $29/agent per month (billed annually)

  • All Professional features, plus
  • Team Publishing
  • Content Cues
  • Multiple help centers
  • Integrated Knowledge Capture workflow

Answer Bot – Optional, from $50 per month

  • Automated replies to customers using knowledge base content

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Vodafone, GILT, Shopify, Groupon, Gov. UK

Integrations

Zendesk integrates with the several business systems and applications. It has more than 600 integrations and apps. Here are some of them

  • 123Contact Form
  • 3CLogic
  • Agile CRM
  • AppGuru
  • Azuqua
  • Capsule CRM
  • Cisco CTI
  • ClickDesk Live Chat
  • Cloud Magic
  • Drupal
  • FreshBooks
  • Google Apps
  • Hootsuite
  • Infusionsoft
  • Joomla!
  • LiveChat
  • MailChimp
  • Microsoft Dynamics
  • Olark Live Chat
  • Podio
  • Shopify
  • SAP Business One
  • WordPress
  • Zoho CRM

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

Zendesk is a winner of our Supreme Software Award. It's one of the leading help desk solutions trusted by over 40,000 organization worldwide.

Company Email

support@zendesk.com

Contact No.

Company's Address

989 Market Street Suite 300
San Francisco, CA 94103
USA

NOAWARDS
YET

SmartScore™

OUR SCORE 8.9

User Satisfaction

CUSTOMER EXPERIENCE 98%

Pricing

Starting from $15

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Help Desk
  • Reports
  • Docs Knowledge Base
  • Email Integration
  • Security and Reliability

Pricing Info

Help Scout offers three SMB and enterprise pricing plans, including a free one intended for startups and small businesses. A 15-day free trial is available for all plans.

Basic – $12/user per month or $8/user per month (billed annually)

  • Up to 10 Users
  • Unlimited messages & storage
  • 1 Mailbox
  • 1 Docs knowledge base
  • Reports (30 days of history)
  • Saved Replies
  • Beacon
  • Following
  • @mentions
  • Outstanding 24×6 Support
  • No Help Scout branding
  • iOS & Android App
  • Two-factor authentication

Standard – $20/user per month or $15/user per month (billed annually)

  • Unlimited Users
  • Unlimited messages & storage
  • 5 Mailboxes
  • 1 Docs knowledge base
  • All Basic features, plus:
  • Workflows
  • Satisfaction Ratings
  • Office Hours
  • 50+ integrations
  • API Access

Plus – $35/user per month or $27/user per month (billed annually)

  • Unlimited Users
  • Unlimited messages & storage
  • Unlimited Mailboxes
  • 3 Docs knowledge base
  • All Standard features, plus:
  • Salesforce Integration
  • Jira Integration
  • HubSpot Integration
  • SAML Single Sign-on
  • Teams
  • Custom fields
  • HIPAA Compliance
  • IP Restrictions

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Trello, GrubHub, Basecamp, Treehouse

Integrations

Help Scout supports integrations with the following business systems and applications:

  • PipelineDeals
  • Pipedrive
  • OnePage CRM
  • Olark Live Chat
  • NiceReply.com
  • Campaign Monitor
  • MixPanel
  • MailChimp
  • Magento
  • Userlike Live Chat
  • KISSmetrics
  • Kato
  • Infusionsoft
  • HipChat
  • Highrise CRM
  • FreshBooks
  • ClickDesk
  • Capsule CRM
  • Constant Contact
  • BigCommerce
  • Campfire
  • Bronto
  • Shopify
  • Snapengage
  • Slack
  • Zapier
  • Talkdesk
  • Customer Thermometer
  • Bitium

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

Help Scout provides a shared inbox for you and your team, enabling collaboration for support whenever an email or a support requests comes in.

Company Email

Contact No.

Company's Address

500 Harrison Ave., Floor 3R
Boston, MA 02118
USA

Every time you compare different Help Desk Software services you shouldn’t just analyze their list of features and available pricing packages. Keep in mind the solution should be matching your standards and team so the more flexible their offer the better. Check which systems are supported by Zendesk and Help Scout and be certain you will obtain mobile support for whatever devices you work on in your company. You should also learn which languages and countries are supported, because this may be a critical factor for many companies.

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