HubSpot Service Hub vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
HubSpot Service Hub
Score 8.4 out of 10
N/A
HubSpot Service Hub aims to bring customer service data and channels together in one place, and helps scale support through automation and self-service. According to the vendor, Service Hub provides more time for proactive service that delights, retains, and grows your customer base.
$50
per month
Zendesk Suite
Score 8.2 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…
$55
per month agent
Pricing
HubSpot Service HubZendesk Suite
Editions & Modules
Starter
$50 ($45)
monthly (annually)
Professional
$400 ($360)
monthly (annually)
Enterprise
Starting at $1,200
per month
Support Team (Foundational Support Only)
$19
per month agent
Suite Team
$55
per month agent
Support Professional
$55
per month agent
Suite Growth
$89
per month agent
Suite Professional
$115
per month agent
Support Enterprise
$115
per month agent
Suite Enterprise
$169
per month agent
Offerings
Pricing Offerings
HubSpot Service HubZendesk Suite
Free Trial
NoYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
HubSpot Service HubZendesk Suite
Considered Both Products
HubSpot Service Hub
Chose HubSpot Service Hub
Hubspot Automations are very powerful has it provides a drag-and-drop interface to create journeys on doing automation. It integrates seamlessly with the Hubspot CRM and the integration is much deeper and powerful
Chose HubSpot Service Hub
For the feature set we were looking for, particularly with an integrated customer 360 view and solid sales pipeline system to help our sales track new leads, HubSpot came out a lot cheaper than the alternatives and allowed the sales pipeline and support team to operate together …
Zendesk Suite
Chose Zendesk Suite
Zendesk Support Suite turns huge volumes of support data into opportunities, leads, and market insights on its own and helps users leverage this data to nurture long-term relationships with their customers. It integrates with popular CRM solutions like Zoho CRM and HubSpot …
Chose Zendesk Suite
Hubspot cannot integrate directly via SDK into mobile apps or web apps. hubspot has other nice features but their service offering lacks some of the most important elements for us.Zendesk allows our customers to efficiently submit support requests both from our web-based cloud …
Chose Zendesk Suite
We selected Zendesk due to the low initial price. Big mistake. After the teaser period, Zendesk became the most expensive option. We also considered Hubspot's Service Hub and Intercom. We did not choose Intercom merely because all of our competitors use Intercom and we wanted …
Top Pros
Top Cons
Features
HubSpot Service HubZendesk Suite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
HubSpot Service Hub
8.5
11 Ratings
7% above category average
Zendesk Suite
8.2
114 Ratings
4% above category average
Organize and prioritize service tickets9.211 Ratings8.6113 Ratings
Expert directory7.94 Ratings7.370 Ratings
Subscription-based notifications8.26 Ratings7.376 Ratings
ITSM collaboration and documentation7.65 Ratings8.072 Ratings
Ticket creation and submission8.711 Ratings9.2114 Ratings
Ticket response9.511 Ratings8.9113 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
HubSpot Service Hub
9.3
10 Ratings
18% above category average
Zendesk Suite
8.0
101 Ratings
3% above category average
External knowledge base9.310 Ratings7.997 Ratings
Internal knowledge base9.310 Ratings8.090 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
HubSpot Service Hub
8.1
6 Ratings
6% above category average
Zendesk Suite
7.8
112 Ratings
2% above category average
Customer portal9.14 Ratings7.486 Ratings
IVR7.13 Ratings7.837 Ratings
Social integration7.34 Ratings7.068 Ratings
Email support7.86 Ratings8.5110 Ratings
Help Desk CRM integration9.26 Ratings8.380 Ratings
Best Alternatives
HubSpot Service HubZendesk Suite
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
Salesforce Service Cloud
Salesforce 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
HubSpot Service HubZendesk Suite
Likelihood to Recommend
8.6
(12 ratings)
8.3
(152 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(40 ratings)
Usability
-
(0 ratings)
7.7
(25 ratings)
Availability
-
(0 ratings)
8.6
(13 ratings)
Performance
-
(0 ratings)
8.0
(10 ratings)
Support Rating
-
(0 ratings)
9.0
(29 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
7.9
(9 ratings)
Implementation Rating
-
(0 ratings)
9.0
(18 ratings)
Configurability
-
(0 ratings)
9.3
(3 ratings)
User Testimonials
HubSpot Service HubZendesk Suite
Likelihood to Recommend
HubSpot
It all depends on what business you're operating. You should also consider your needs, goals, and pain points when looking at [HubSpot] Service Hub. If you’re in need of a tool that will help you manage everything from start to finish, then yes HubSpot might be something to consider. It’s truly an all-in-one platform for everything and anything marketing, sales, and customer support, all in one place.
Read full review
Zendesk
Inbound messaging it is top notch, it does it well and couldn't imagine anyone's program doing it better. Like I said before been using ZenDesk for over 7 years and absolutely love it. We use the talk feature with the phone very limited so Zen works fine for us, but if I was running an inbound or outbound call center I don't believe Zen has all the functions I would want as a manager. For limited phone use and mostly email, text, and even web chat, ZenDesk works great. Having the iOS App is so great and flexibility with notifications allows my team to be "on call" anytime without unnecessary interruptions
Read full review
Pros
HubSpot
  • It makes it easier for us to keep track of customer awareness and review in one spot.
  • The great thing about how easy it is to use all of its fantastic tools.
  • The ability to check customer retention.
  • It's easy to track and measure the success of our organization's sales team.
  • This is a fantastic all-in-one customer success suite that includes ticketing.
Read full review
Zendesk
  • Reporting and Analytics
  • Ease of Agent Training and Use
  • Able to add multiple brands with related custom reports and dashboards
  • Adding a new brand and basic help center is easy to do without the need of an expert or web team
  • Ability of agents and supervisors to see customer history across multiple channels
Read full review
Cons
HubSpot
  • Need to be able to customize and prioritize tiles when in deal view
  • Should have web forms and telescripts built into the program (templates)
Read full review
Zendesk
  • I think the Graphical User Interface could use a facelift. It not the most aesthetically pleasing platform in my experience.
  • Particular things like where the default is when you click on each and every dropdown menu.
  • The macro integration could be a little more simplified.
Read full review
Likelihood to Renew
HubSpot
No answers on this topic
Zendesk
Zendesk is super easy to use and navigate. I really enjoy the sleek layout, the ability to tailor tickets, the macro option, and the quick key guide they have to make your use of time even more effective. My whole team loves working with Zendesk and rarely ever has problems.
Read full review
Usability
HubSpot
No answers on this topic
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
HubSpot
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.
Read full review
Performance
HubSpot
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.
Read full review
Support Rating
HubSpot
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
HubSpot
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.
Read full review
Implementation Rating
HubSpot
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
HubSpot
Hubspot Live chat is not the most feature backed but its core service is solid and gets the job. Other live chat software like Live Chat or Zendesk has more features but most of those features are not needed for the everyday biz user
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Zendesk
If spoken honestly Intercom is a level-par with any nearest competitor, Tools like Zendesk has to catchup with them in speed. However, there is an advantage to Zendesk with its simple and easy-to-get software which falls in every mid and small-size business pocket wherein Intercom is way too expensive and needs a tech admin to customize the product. The kick-starting feature with negligible configuration made Zendesk the ideal choice of our organization + the budget fell under our expenses.
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Return on Investment
HubSpot
  • Lead management has become more streamlined
  • Sales targets are visible; any changes made can be easily tracked and accounted for
  • Overall lead lifecycle management has improved and the way data moves to other apps makes life easier for the other business functions to keep track on the new and old deals
Read full review
Zendesk
  • The positives weigh more than the negatives here, as it gives us a one-stop portal where we can tend to customer needs using one web app
  • It has also helped us identify areas of improvement based on the reporting feature
  • The value it provides outweighs any missing or lacking features that I'm sure will be available in the future
Read full review
ScreenShots

HubSpot Service Hub Screenshots

Screenshot of Service Hub helps to quickly address service tickets

Zendesk Suite Screenshots

Screenshot of Zendesk Agent WorkspaceScreenshot of Omnichannel MessagingScreenshot of Zendesk TicketingScreenshot of Bots powered by Zendesk AIScreenshot of Tone shift with Zendesk AIScreenshot of Zendesk ticketing side conversations