Zendesk vs Help Scout
A detailed comparison of Zendesk and Help Scout to help you choose the right tool for your needs.
💰 Pricing Comparison
| Plan | Zendesk | Help Scout |
|---|---|---|
| Free Tier | ✗ No | ✓ Up to 50 contacts/mo |
| Lowest Paid | $55/agent/mo | $25/user/mo |
| Enterprise | $115/agent/mo | $50/user/mo |
⚡ Feature Comparison
| Feature | Zendesk | Help Scout |
|---|---|---|
| Ticketing System | ✓ | — |
| Live Chat | ✓ | — |
| Knowledge Base | ✓ | ✓ |
| Call Center | ✓ | — |
| AI Bot | ✓ | — |
| Omnichannel | ✓ | — |
| Shared Inbox | — | ✓ |
| Live Chat (Beacon) | — | ✓ |
| Customer Profiles | — | ✓ |
| Saved Replies | — | ✓ |
| Workflows | — | ✓ |
| Open Source | ✗ | ✗ |
| Rating | ⭐ 4.2 | ⭐ 4.4 |
Pros & Cons
Zendesk
Pros
- ✓ Most comprehensive feature set
- ✓ Excellent marketplace
- ✓ Strong enterprise features
- ✓ Reliable at scale
Cons
- ✗ Expensive per agent
- ✗ Complex setup
- ✗ UI feels heavy
- ✗ Support for Zendesk itself lacking
Help Scout
Pros
- ✓ Feels like email not tickets
- ✓ Simple and clean
- ✓ Great knowledge base
- ✓ Excellent customer support
Cons
- ✗ Limited reporting
- ✗ No phone/call center
- ✗ Fewer integrations
- ✗ Basic automation
🏆 The Verdict
Choose Zendesk if: You need enterprises needing comprehensive omnichannel customer support. Zendesk excels with its most comprehensive feature set and excellent marketplace.
Choose Help Scout if: You need small businesses wanting personal, human customer support. Help Scout stands out with its feels like email not tickets and simple and clean.
Best free option: Help Scout offers a free tier (Up to 50 contacts/mo).
❓ Frequently Asked Questions
Is Zendesk better than Help Scout?
It depends on your needs. Zendesk is better for enterprises needing comprehensive omnichannel customer support, while Help Scout is better for small businesses wanting personal, human customer support. Both are excellent tools rated 4.2 and 4.4 respectively.
Which is cheaper, Zendesk or Help Scout?
Zendesk starts at $55/agent/mo while Help Scout starts at $25/user/mo. Help Scout also has a free tier.
Can I switch from Zendesk to Help Scout?
Most tools offer import/export features to help you migrate. We recommend trying Help Scout's free tier before fully committing to a switch.
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