Helpshift vs. Zendesk Support Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Helpshift
Score 7.8 out of 10
N/A
Helpshift is a help desk software deployed as an in-application SDK to provide users with in-app service.
$150
per month issue
Zendesk Support Suite
Score 8.0 out of 10
N/A
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer…
$19
per agent/month billed annually
Pricing
HelpshiftZendesk Support Suite
Editions & Modules
Starter
$150.00
per month Issue
Enterprise
Please contact Helpshift
per month Issue
Growth
Please contact Helpshift
per month Issue
Support Team (Foundational Support Only)
$19.00
per agent/month billed annually
Suite Team
$49.00
per agent/month billed annually
Suite Growth
$79.00
per agent/month billed annually
Suite Professional
$99.00
per agent/month billed annually
Suite Enterprise
$150.00
per agent/month billed annually
Additional Enterprise-Ready Plans, starting at...
$215.00
per agent/month billed annually
Offerings
Pricing Offerings
HelpshiftZendesk Support Suite
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
More Pricing Information
Community Pulse
HelpshiftZendesk Support Suite
Considered Both Products
Helpshift
Chose Helpshift
Helpshift is reasonably priced and has great analytics and capabilities and is very user-friendly. We had a hard time with Intercom about 2 years ago when we tried to implement them because their analytics were very minimal and wouldn't track what we needed it to. We haven't …
Chose Helpshift
One of the previous systems we used was Zendesk and it really only housed emails like Microsoft Outlook would: not very organized, very clunky to use, with long loading times. The meta data that is recorded by Helpshift was another deciding factor for the stakeholders as that …
Zendesk Support Suite

No answer on this topic

Top Pros
Top Cons
Features
HelpshiftZendesk Support Suite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Helpshift
6.4
4 Ratings
Zendesk Support Suite
6.3
88 Ratings
Organize and prioritize service tickets5.54 Ratings6.887 Ratings
Expert directory3.74 Ratings5.154 Ratings
Subscription-based notifications6.43 Ratings5.462 Ratings
ITSM collaboration and documentation4.53 Ratings5.758 Ratings
Ticket creation and submission9.13 Ratings7.688 Ratings
Ticket response9.14 Ratings7.387 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Helpshift
5.0
4 Ratings
Zendesk Support Suite
6.0
78 Ratings
External knowledge base1.04 Ratings6.274 Ratings
Internal knowledge base9.13 Ratings5.869 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Helpshift
4.6
4 Ratings
Zendesk Support Suite
5.9
86 Ratings
Customer portal5.53 Ratings6.069 Ratings
IVR2.71 Ratings4.028 Ratings
Social integration7.31 Ratings6.053 Ratings
Email support2.84 Ratings6.984 Ratings
Help Desk CRM integration4.52 Ratings6.363 Ratings
User Ratings
HelpshiftZendesk Support Suite
Likelihood to Recommend
9.1
(4 ratings)
6.6
(126 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(39 ratings)
Usability
9.0
(1 ratings)
9.9
(19 ratings)
Availability
-
(0 ratings)
8.6
(26 ratings)
Performance
-
(0 ratings)
8.0
(20 ratings)
Support Rating
9.1
(4 ratings)
8.5
(49 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
7.9
(9 ratings)
Implementation Rating
-
(0 ratings)
9.0
(35 ratings)
Configurability
-
(0 ratings)
9.3
(3 ratings)
User Testimonials
HelpshiftZendesk Support Suite
Likelihood to Recommend
Helpshift Inc.
If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.
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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
Helpshift Inc.
  • Their customer support is very responsive. If they have any problems, they fix them quickly.
  • They are constantly trying to improve and expand their offering, which is beneficial to our growing company.
  • It is very user-friendly and easy to manage. The analytics are pretty good as well.
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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
Helpshift Inc.
  • While I am not an engineer; it is known that Helpshift can be a bit of a pain to get it implemented into our applications.
  • There are some issues with the badge when it comes to the notifications of messages that let the user know they have a reply from customer service.
  • The website dashboard that is used to respond to customers has trouble sometimes and is very slow.
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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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Likelihood to Renew
Helpshift Inc.
No answers on this topic
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
Helpshift Inc.
Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon.
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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
Helpshift Inc.
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
Helpshift Inc.
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
Helpshift Inc.
The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
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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
Helpshift Inc.
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
Helpshift Inc.
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
Helpshift Inc.
Zendesk is used for customer communication via email and Helpshift is used for chat, they are for the same purpose but with different response times.
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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
Helpshift Inc.
  • The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift.
  • The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools.
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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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