Help Scout vs Zendesk
Updated 2026 — Side-by-side comparison of features, pricing, and scores.
Help Scout
7.8/10
Great
Ease of Use9
Value for Money8.5
Support9
Features7
Scalability7
Integrations6.5
Zendesk
8.4/10
Great
Ease of Use7.5
Value for Money6.5
Support7.5
Features9.5
Scalability9.5
Integrations10
Feature Comparison
| Feature | Help Scout | Zendesk |
|---|---|---|
| Ticket Management | ✓ Email-based conversation management | ✓ Industry-leading ticketing with custom views, macros, and triggers |
| Live Chat | ✓ Beacon live chat widget | ✓ Zendesk Messaging on Suite plans |
| Knowledge Base | ✓ Docs knowledge base on all plans | ✓ Guide help center on Suite plans |
| Automation Rules | ✓ Workflows for auto-assignment and tagging | ✓ Triggers, automations, and macros |
| Multichannel Support | ~ Email, chat, and Beacon; no native phone or social | ✓ Email, chat, phone, social, messaging |
| Reporting & Analytics | ✓ Standard and custom reports | ✓ Explore analytics with custom dashboards |
| SLA Management | ~ Basic SLA via workflows, no dedicated SLA module | ✓ Suite Growth and above |
| Customer Portal | ✓ Docs + Beacon self-service | ✓ Self-service portal on Suite plans |
| AI Features | ✓ AI drafts and AI answers on Standard+ | ✓ AI agents, intelligent triage, suggested replies |
| Mobile App | ✓ iOS & Android | ✓ iOS & Android |
| API Access | ✓ REST API | ✓ Comprehensive REST API |
| Third-Party Integrations | ✓ 100+ integrations | ✓ 1,500+ apps in marketplace |
| Free Plan Available | ✓ Free plan with 50 contacts/month | ✗ 14-day free trial only |
| CSAT Surveys | ✓ Happiness ratings on all plans | ✓ Suite Growth and above |
| Shared Inbox | ✓ Core feature — collaborative shared mailbox | ✓ Collaborative shared views |
✓ Full support~ Limited✗ Not available
Pricing Comparison
Help Scout Pricing
FreeFree
FreeFree
StandardPopular$25/mo
$20/mo billed annually
StandardPopular$25/mo
$20/mo billed annually
Plus$50/mo
$40/mo billed annually
Plus$50/mo
$40/mo billed annually
Zendesk Pricing
Suite EnterpriseCustom
Suite EnterpriseCustom
Support Team$25/mo
$19/mo billed annually
Support Team$25/mo
$19/mo billed annually
Suite Team$69/mo
$55/mo billed annually
Suite Team$69/mo
$55/mo billed annually
Suite GrowthPopular$115/mo
$89/mo billed annually
Suite GrowthPopular$115/mo
$89/mo billed annually
Suite Professional$149/mo
$119/mo billed annually
Suite Professional$149/mo
$119/mo billed annually
FAQ
Is Help Scout or Zendesk better?
It depends on your needs. Help Scout scores 7.8/10 overall while Zendesk scores 8.4/10. Compare the detailed feature matrix above to find the best fit.