What users are saying about
47 Ratings
Top Rated
851 Ratings
47 Ratings
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Score 8.7 out of 100
Top Rated
851 Ratings
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Score 8 out of 100

Feature Set Ratings

  • Help Scout ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

9.8

Help Scout

98%
6.7

Zendesk Support Suite

67%
Help Scout ranks higher in 4/6 features

Organize and prioritize service tickets

9.1
91%
17 Ratings
7.0
70%
88 Ratings

Subscription-based notifications

10.0
100%
10 Ratings
5.8
58%
62 Ratings

Ticket creation and submission

10.0
100%
16 Ratings
7.9
79%
89 Ratings

Ticket response

10.0
100%
17 Ratings
7.7
77%
88 Ratings

Expert directory

N/A
0 Ratings
5.7
57%
55 Ratings

ITSM collaboration and documentation

N/A
0 Ratings
6.2
62%
58 Ratings

Self Help Community

8.5

Help Scout

85%
6.4

Zendesk Support Suite

64%
Help Scout ranks higher in 2/2 features

External knowledge base

9.0
90%
15 Ratings
6.5
65%
75 Ratings

Internal knowledge base

8.0
80%
14 Ratings
6.3
63%
70 Ratings

Multi-Channel Help

8.2

Help Scout

82%
6.3

Zendesk Support Suite

63%
Zendesk Support Suite ranks higher in 4/5 features

Email support

10.0
100%
17 Ratings
7.3
73%
85 Ratings

Help Desk CRM integration

6.5
65%
10 Ratings
6.7
67%
64 Ratings

Customer portal

N/A
0 Ratings
6.5
65%
69 Ratings

IVR

N/A
0 Ratings
4.8
48%
29 Ratings

Social integration

N/A
0 Ratings
6.4
64%
54 Ratings

Attribute Ratings

  • Help Scout is rated higher in 1 area: Likelihood to Recommend
  • Zendesk Support Suite is rated higher in 2 areas: Likelihood to Renew, Usability

Likelihood to Recommend

9.4

Help Scout

94%
17 Ratings
6.9

Zendesk Support Suite

69%
127 Ratings

Likelihood to Renew

7.0

Help Scout

70%
1 Rating
10.0

Zendesk Support Suite

100%
39 Ratings

Usability

9.0

Help Scout

90%
1 Rating
9.9

Zendesk Support Suite

99%
19 Ratings

Availability

Help Scout

N/A
0 Ratings
8.6

Zendesk Support Suite

86%
26 Ratings

Performance

Help Scout

N/A
0 Ratings
8.0

Zendesk Support Suite

80%
20 Ratings

Support Rating

Help Scout

N/A
0 Ratings
8.3

Zendesk Support Suite

83%
49 Ratings

In-Person Training

Help Scout

N/A
0 Ratings
10.0

Zendesk Support Suite

100%
1 Rating

Online Training

Help Scout

N/A
0 Ratings
7.9

Zendesk Support Suite

79%
9 Ratings

Implementation Rating

Help Scout

N/A
0 Ratings
9.0

Zendesk Support Suite

90%
35 Ratings

Configurability

Help Scout

N/A
0 Ratings
9.3

Zendesk Support Suite

93%
3 Ratings

Likelihood to Recommend

Help Scout

Help Scout gets major brownie points for "eating their own dog food." They are all about the Customer Experience, and they live up to this philosophy by delivering not only a very easy to use and modern product, but answering support inquiries right away (and thoroughly), and publishing an extremely helpful and insightful industry blog. So when you buy into Help Scout, you're not just getting a great software product, but also getting a great organization running behind it. Aside from that, I love how Help Scout delivers a great customer experience to our customers. It gets out of the way. Customers are not aware that we use it, in fact, they believe they are emailing directly with me. Transactions are fast and lightweight, there are not as many bells and whistles to complicate the process and slow down the support workflow.
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Zendesk

Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
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Pros

Help Scout

  • The interface is extremely good. It's fast, it's smart and it's easy to use. In one week we dominated it completely, with every function. It's very intuitive, which helped us onboard the hole team very quickly.
  • Tagging and in general organizing tickets. It's easy and visible
  • Workflows (or automatic triggers) have MANY options and you can get very efficient by using them
  • Their support is very good and effective
  • Docs (FAQ manager) is easy to setup and maintain. It is well linked with the other parts of HS, like answering emails or chat
  • Chat is new to us (with Beacon) but so far is working fine. It's in beta and needs more features, but I'm sure they're on it
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Zendesk

  • Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
  • Zendesk makes it easy for users to indicate if they are available to respond or not.
  • Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!
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Cons

Help Scout

  • It is a bit slow sometimes, but not very often.
  • I've noticed more network errors with their server in the past year.
  • Small annoyance - they use a lot of lightbox popups and if you click outside the box all of your work is lost.
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Zendesk

  • Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
  • Provide a way for Suspended tickets (created by emails from non-users) to be better managed
  • Set a timer for tickets to reopen on a more individual ticket basis.
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Pricing Details

Help Scout

Starting Price

$0

Editions & Modules

Help Scout editions and modules pricing
EditionModules
Standard201
Plus352
CompanyContact sales team3

Footnotes

  1. per user/per month
  2. per user/per month
  3. none

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Zendesk Support Suite

Starting Price

$19 per agent/month billed annually

Editions & Modules

Zendesk Support Suite editions and modules pricing
EditionModules
Suite Team$49.001
Suite Growth$79.002
Suite Professional$99.003
Suite Enterprise$150.004
Additional Enterprise-Ready Plans, starting at...$215.005
Support Team (Foundational Support Only)$19.006

Footnotes

  1. per agent/month billed annually
  2. per agent/month billed annually
  3. per agent/month billed annually
  4. per agent/month billed annually
  5. per agent/month billed annually
  6. per agent/month billed annually

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Optional

Additional Details

Likelihood to Renew

Help Scout

We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.
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Zendesk

There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
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Usability

Help Scout

It is simple and intuitive. I haven't run into difficulty using any of the features that I have wanted to use. Additional help in the form of documentation or support is available as needed, and their response times are pretty good :)
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Zendesk

As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
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Reliability and Availability

Help Scout

No answers on this topic

Zendesk

In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
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Performance

Help Scout

No answers on this topic

Zendesk

There has been minor performance degradation on a very few days out of the two years I have been using the product.
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Support Rating

Help Scout

No answers on this topic

Zendesk

Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
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Online Training

Help Scout

No answers on this topic

Zendesk

Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
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Implementation Rating

Help Scout

No answers on this topic

Zendesk

I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
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Alternatives Considered

Help Scout

Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.
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Zendesk

I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.
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Return on Investment

Help Scout

  • We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.
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Zendesk

  • The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
  • Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
  • Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
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Screenshots

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