Helpshift vs. Zoho Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Helpshift
Score 8.2 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
Zoho Desk
Score 8.3 out of 10
N/A
Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
$0
Pricing
HelpshiftZoho Desk
Editions & Modules
Starter
$150.00
per month Issue
Enterprise
Please contact Helpshift
per month Issue
Growth
Please contact Helpshift
per month Issue
Free
$0
Standard
$14
per user
Professional
$23
per user
Enterprise
$40
per user
Offerings
Pricing Offerings
HelpshiftZoho Desk
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeRequired
Additional DetailsFlexible Consumption-Based Pricing for Your Changing Needs. Only pay for the number of issues created each month. An issue is a customer problem or inquiry that is directed to an agent or a bot. Customers with greater usage receive a reduced per issue price. All packages come with 1,000 issues per month to get you started.
More Pricing Information
Features
HelpshiftZoho Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Helpshift
6.4
4 Ratings
21% below category average
Zoho Desk
8.0
2 Ratings
1% above category average
Organize and prioritize service tickets5.54 Ratings8.02 Ratings
Expert directory3.64 Ratings7.02 Ratings
Subscription-based notifications6.43 Ratings7.02 Ratings
ITSM collaboration and documentation4.53 Ratings10.01 Ratings
Ticket creation and submission9.13 Ratings8.02 Ratings
Ticket response9.14 Ratings8.02 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Helpshift
5.0
4 Ratings
43% below category average
Zoho Desk
7.0
2 Ratings
10% below category average
External knowledge base1.04 Ratings7.02 Ratings
Internal knowledge base9.13 Ratings7.02 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Helpshift
4.5
4 Ratings
52% below category average
Zoho Desk
8.0
2 Ratings
4% above category average
Customer portal5.53 Ratings8.02 Ratings
IVR2.71 Ratings00 Ratings
Social integration7.31 Ratings00 Ratings
Email support2.74 Ratings8.02 Ratings
Help Desk CRM integration4.52 Ratings8.02 Ratings
Best Alternatives
HelpshiftZoho Desk
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
HelpshiftZoho Desk
Likelihood to Recommend
9.1
(4 ratings)
7.5
(21 ratings)
Usability
9.0
(1 ratings)
9.4
(12 ratings)
Support Rating
9.1
(2 ratings)
8.7
(12 ratings)
User Testimonials
HelpshiftZoho Desk
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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Zoho
The user friendly android and IOS applications are one of the best features of Zoho Desk although if you are expecting a Desktop application then you will be disappointed and will have to access it from your browser which can be slow sometimes, depending on your internet connection. The work flow of tickets submission either manually through the dashboard or mobile application, and tickets assignment to other agents along with tracking tickets and agents' performance is very easily executed with no issues being faced.
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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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Zoho
  • Report features give the all insights of the customer team and customer support which enables us to make changes according to it.
  • The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard.
  • I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module.
  • It is completely a feature rich platform.
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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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Zoho
  • When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome.
  • Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :)
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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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Zoho
At times Zoho [Desk] can be a bit glitchy. It does not auto refresh on the ticketing system, and even f it tells you there is a new ticket clicking it does nothing and you need to refresh the page for it to work. We have found at times that is can become unresponsive, although this usually doesn't last for longer than 15-30 mins.
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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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Zoho
Zoho Desk has a technical team of professionals, who are well informed, and they know how to share the knowledge with the other players. Besides, they are competent in dealing with all kinds of customers, from divergent locations, and adopt their differences. Lastly, when called upon to solve an issue, they are quickly responsive.
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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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Zoho
We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to. FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers.
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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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Zoho
  • Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
  • By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
  • All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.
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ScreenShots

Zoho Desk Screenshots

Screenshot of Log and monitor phone conversations, convert them into new tickets, or attach them to existing ones. Convert social media interactions and live chat into tickets at the click of a button.Screenshot of Bring a Help Center directly into a website to strengthen self-service. Chat with Zia, an AI-powered conversation assistant. Customers can chat with Zia right from a mobile app or website. Zia processes their questions and suggests appropriate solutions from the Knowledge Base.Screenshot of With advanced process automation, internal processes can be setup within the help desk, implement them automatically, and make sure that all processes are followed precisely.Screenshot of Instant responses for instant happiness. Respond to customers the minute they reach out with Zoho Desk's embeddable chat widget. Customers can get in touch with agents instantly, right from the Help Center, so agents can respond and help them find answers faster.Screenshot of Monitor a team's performance, customize and schedule reports. Custom dashboards can be created.Screenshot of Zia brings together predictions across anomalies, sentiment, trending ticket tags, and more into a common dashboard for decision-makers to consume. They can drill down further into the details from the same dashboard to investigate further.