What users are saying about
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Top Rated
1435 Ratings
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Top Rated
498 Ratings

HubSpot

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Top Rated
1435 Ratings
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Score 8.3 out of 101

Zendesk

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Top Rated
498 Ratings
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Score 8.3 out of 101

Likelihood to Recommend

HubSpot

Six months into using HubSpot we outgrew the "honeymoon phase" as we started running into limitations with the platform, mostly involving integrations with other tools we use. At the end of the day, HubSpot is phenomenal at what it does but has real limits to it's function and flexibility-- it doesn't scale comfortably to larger enterprise companies/databases. If HubSpot fits within the scope of your company's marketing needs, it's a delight to use. HubSpot is built by marketers for marketers and it's run by a very human company that injects soul and purpose into it's products.
Sean Dunshee profile photo

Zendesk

From the small to large business, there is very little I have found that is not possible with Zendesk. If there are tools you need to integrate with, they have it and what they might not (which is rare) you can build it either right inside of the Zendesk platform or use the API to extend it into every corner of the business. The biggest part of integrating a support tool is making sure that it does the basics very well and allows you to expand into where you are going. From supporting one single use case to multiple business segments and keeping it all tied together so integration to other platforms that are in use is all there. I also like the fact they have a nice low end package that allows for ticket sharing which can be a great way to get your partners to have an option to share tickets with them when you have shared customers.
Lou Gallo profile photo

Feature Rating Comparison

Email & Online Marketing

HubSpot
8.6
Zendesk
WYSIWYG email editor
HubSpot
8.4
Zendesk
Dynamic content
HubSpot
8.4
Zendesk
Ability to test dynamic content
HubSpot
8.7
Zendesk
Landing pages
HubSpot
8.8
Zendesk
A/B testing
HubSpot
8.7
Zendesk
Mobile optimization
HubSpot
8.1
Zendesk
Email deliverability
HubSpot
8.6
Zendesk
List management
HubSpot
8.8
Zendesk
Triggered drip sequences
HubSpot
9.2
Zendesk

Lead Management

HubSpot
8.5
Zendesk
Lead nurturing
HubSpot
9.1
Zendesk
Lead scoring and grading
HubSpot
8.5
Zendesk
Data quality management
HubSpot
7.7
Zendesk
Automated sales alerts and tasks
HubSpot
8.7
Zendesk

Campaign Management

HubSpot
8.7
Zendesk
Calendaring
HubSpot
8.8
Zendesk
Event/webinar marketing
HubSpot
8.5
Zendesk

Social Media Marketing

HubSpot
8.9
Zendesk
Social sharing and campaigns
HubSpot
8.7
Zendesk
Social profile integration
HubSpot
9.1
Zendesk

Reporting & Analytics

HubSpot
8.3
Zendesk
Dashboards
HubSpot
8.3
Zendesk
Standard reports
HubSpot
8.2
Zendesk
Custom reports
HubSpot
8.4
Zendesk

Platform & Infrastructure

HubSpot
8.0
Zendesk
API
HubSpot
8.5
Zendesk
Role-based workflow & approvals
HubSpot
9.1
Zendesk
Customizability
HubSpot
8.3
Zendesk
Integration with Salesforce.com
HubSpot
8.1
Zendesk
Integration with Microsoft Dynamics CRM
HubSpot
6.9
Zendesk
Integration with SugarCRM
HubSpot
6.9
Zendesk

Incident and problem management

HubSpot
Zendesk
8.6
Organize and prioritize service tickets
HubSpot
Zendesk
8.9
Expert directory
HubSpot
Zendesk
7.9
Subscription-based notifications
HubSpot
Zendesk
8.2
ITSM collaboration and documentation
HubSpot
Zendesk
8.1
Ticket creation and submission
HubSpot
Zendesk
9.3
Ticket response
HubSpot
Zendesk
9.1

Self Help Community

HubSpot
Zendesk
8.3
External knowledge base
HubSpot
Zendesk
8.4
Internal knowledge base
HubSpot
Zendesk
8.2

Multi-Channel Help

HubSpot
Zendesk
8.5
Customer portal
HubSpot
Zendesk
8.6
IVR
HubSpot
Zendesk
8.2
Social integration
HubSpot
Zendesk
8.1
Email support
HubSpot
Zendesk
9.0
Help Desk CRM integration
HubSpot
Zendesk
8.6

Pros

HubSpot

  • One-stop platform for our marketing needs: email, social media, video, paid, and organic search.
  • Robust reporting capabilities with an ability to generate custom reporting through a paid upgrade.
  • Additional tools for the business development and sales team to align with marketing and streamline prospecting.
Romy Ribitzky profile photo

Zendesk

  • With Zendesk we are able to have a holistic view of which customers have been attended to. Zendesk's easy to use Inbox feature makes this easy for anyone to join the team and start working in support.
  • The integration with multiple platforms for communication makes this the goto Support Desk tool. We are able to have all our website, social media and email communication come into one location for all support staff to handle and see
  • Zendesk apps and plugins increase usefulness. Being able to add apps to our Zendesk makes it easier for us to do things like measure productivity, conduct surveys and share customer communication on channels like Slack
  • The ability to build your own Knowledgebase and have it on hand when answering customer queries is a life send. This alone is worth the monthly fees. As you can build up a Knowledgebase overtime and link to it on a website or through different communication channels.
Nathan Sichilongo profile photo

Cons

HubSpot

  • As we don't use HubSpot's CRM, some of the data mapping to Salesforce is still lacking. However, HubSpot's dedicated support team is extremely helpful with providing solutions and we have a direct line to the product team, which is working our suggestions into its roadmap.
  • Initially, HubSpot did not support multi-currency. As an enterprise-level customer, this was essential to our deal tracking, as we conduct business throughout the world. At this year's Inbound, multi-currency capabilities were announced, and we're very excited.
  • HubSpot currently does not sync multiple deal flows. This makes reporting out of HubSpot for our sales executives difficult and means that we do not have a single source of reporting and have to rely on both SFDC and HubSpot.
Romy Ribitzky profile photo

Zendesk

  • Does not have the level of customization or workflow automation that something like SalesForce cases has.
  • The integration to Salesforce was not clean or simple
  • As a contact management system, it is very rudimentary and that is clearly not its strength
Kevin Pearce profile photo

Likelihood to Renew

HubSpot

HubSpot 9.2
Based on 370 answers
Because I will never leave HubSpot, if they keep developing the system in the direction they are now
Sara Larsen profile photo

Zendesk

Zendesk 10.0
Based on 37 answers
We love Zendesk. For a small IT shop (13 IT Staff, 1,300+ users) it provides everything we need to be efficient and timely in responding to various issues.
David Drinnon profile photo

Usability

HubSpot

HubSpot 9.5
Based on 96 answers
HubSpot is so easy to use. It's very rare for me to put in a support ticket. I can design simple landing pages, email and campaign myself with quick turn-around time.
Sara Aldworth profile photo

Zendesk

Zendesk 8.5
Based on 14 answers
This is a great ticket system and provides an easy way to track communication while solving issues. The contacts section needs more to be a full fledge CRM but for support this is a great system. The autoresponder options are very beneficial and can be customized from sending detailed information or simple we have your request responses
Kris Lambert profile photo

Reliability and Availability

HubSpot

HubSpot 9.1
Based on 25 answers
We made a decision as an agency to only work with Hubspot. The software is easy to work with, and the support is very good
Jan Beery profile photo

Zendesk

Zendesk 8.6
Based on 13 answers
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Chase Sheaffer profile photo

Performance

HubSpot

HubSpot 8.9
Based on 17 answers
With all the new features in HubSpot, the system can get a tad slow sometimes... That said, most of the time it is lightning fast and I have no problems. Because most of the integrations are API, they silently work in the background. I have not had trouble with lag due to HubSpot integration
Carah Counts profile photo

Zendesk

Zendesk 8.0
Based on 10 answers
There is always room for improvement, but overall, the product is great.
Jonathan Hatch profile photo

Support

HubSpot

HubSpot 8.8
Based on 78 answers
Their support team is always there to help and usually can deliver the solution you are looking for in just a few minutes over the phone. While I do not find myself calling support very often there are others within my company that do and they rave about how patient and willing to help everyone is on the support team
Andrew Driscoll profile photo

Zendesk

Zendesk 9.1
Based on 18 answers
The tools at your disposal with this system are limited to how much you set limits yourself. It ties to every social media platform, your website, provides live chat, video capture, knowledge base to allow customers to help themselves before/while contacting you. As far as customer service, it's fast, and allows you to provide quality customer service
Shane Swor profile photo

In-Person Training

HubSpot

HubSpot 9.1
Based on 8 answers
I did the 2-day classroom at HubSpot's corporate office in Cambridge. First off, it was amazing to see their corporate office in general. They have such a cool office environment. But it was also great to have the ability to learn in a workshop format with other HubSpot users and meet my Account Manager/ Inbound Marketing Consultant in person.
Carah Counts profile photo

Zendesk

Zendesk 10.0
Based on 1 answer
No answer on this topic is available.

Online Training

HubSpot

HubSpot 8.9
Based on 25 answers
I used the online training in 2013 and it was very thorough but makes the tool seem easier than it is. I learned most of what I know about the platform through the training resources and HubSpot support. Some of the more difficult nuances of the software are omitted from the videos, which I assume is to keep them short and convenient. Using the software much more involved than the videos make it seem, which is great, because the functionality is robust. If companies find it difficult to handle all their inbound campaigns in the tool alone, they should really rely on an agency to help. It is more complex than it appears.
Cherene Etemadi profile photo

Zendesk

Zendesk 7.9
Based on 9 answers
They were knowledgable and thorough!
Jonathan Hatch profile photo

Implementation

HubSpot

HubSpot 9.0
Based on 47 answers
My biggest piece of advice for those who are implementing Hubspot is that you need to devote the time up front and learn how to use the product. Once you learn how to use Hubspot, it will be much more effective as well as much easier to use in the long run
Andrew Driscoll profile photo

Zendesk

Zendesk 9.0
Based on 17 answers
After Zendesk imported our tickets from Desk.com and I migrated our knowledgebase articles and similar, we were good to go.
Chase Sheaffer profile photo

Alternatives Considered

HubSpot

HubSpot does a number of marketing activities all in one, easy platform. We can do things like email, blog, lead nurturing, keyword research, reports, buyer personas, etc.
Dan Briscoe profile photo

Zendesk

I have used a lot of very old ticketing systems which aren't on here. Zendesk being cloud-based gives us automatic updates and keeps us with the newest features. It is super simple to configure and has a lot of customizable features. It is also very easy to put your own branding on it which looks very professional to the end user.
Sam Othman profile photo

Scalability

HubSpot

HubSpot 7.3
Based on 7 answers
While HubSpot initially, seven years ago, seemed built for SMBs it appears they have scaled their solution for larger enterprises. I do not have experience sending out 10 million-plus emails per month so I don't know how HubSpot would handle that. However, I do know that some other marketing automation platforms have had trouble with such scale. As such, I suggest HubSpot have one of it's enterprise customers share data on the length of time it takes to send out 1 million emails. Are we talking minutes, hours or days? Then decide what's right for you based on your business needs.
Tom Smith profile photo

Zendesk

No score
No answers yet
No answers on this topic

Return on Investment

HubSpot

  • We've quadrupled leads since starting to use HubSpot
  • Our revenue has tripled over the past 5 years that we've used HubSpot to drive more leads.
  • Organic traffic has increased by 50% using the tools in HubSpot.
Dan Briscoe profile photo

Zendesk

  • Increased resolution time.
  • Increased capacity has helped us defer hiring more support technicians to handle the volume. We are handling 620+ tickets a month with only 3 employees.
  • Increased visibility for me as the IT Director. I much more equipped to monitor issues that arise and jump in where needed.
David Drinnon profile photo

Pricing Details

HubSpot

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

HubSpot Editions & Modules

HubSpot
Edition
Basic
$2001
Pro
$8002
Enterprise
$2,4003
1. per month (up to 100 contacts)
2. per month (up to 1,000 contacts)
3. per month (up to 10,000 contacts)
Additional Pricing Details

Zendesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Zendesk Editions & Modules

Zendesk
Additional Pricing Details

Add comparison