Zendesk vs Help Scout Comparison Chart

Summary
Pricing
Details
Top features
Typical customers
Support options
Mobile apps
Android
iPhone/iPad
User reviews
Value for money
Ease of use
Features
Customer support
Users recommended to a colleague
Integrations
Social presence
Facebook
Twitter


Reviews

Adam Donovan

Zendesk: Great for management, awful for users

2017-06-29

Some alternatives to consider are Help Scout, UV Desk, or fresh desk, which are all better UI-wise, but have worse reporting...

Pros

Fantastic Reporting Great ways to track ticket priority Integrates with most major software Scales with you as you grow

Cons

Not at all user friendly for the Rep Tons of UI decisions that will make you pull your hair out, ranting "Why did they make it this way!!!" Merging Tickets is a Joke The Search is a joke Reading inboxes is impossible unless you download a third party chrome extension that color codes (Pray you use Chrome) Many things can happen to make customers see secret notes or even emails from other customers All these things "could" be avoided, but only in the same sense that a driver "could" go their wholes lives without getting in an accident... It's better to have the insurance

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No
Zendesk Reviews
Zendesk
Cloud customer service software
Read more
Anonymous
( company, 11-50 employees)

Like all the other Help Desks, but faster, more focused, and cleaner

2018-04-26

Easy Help Desk software, fully functional with even more bells and whistles, amazing design, and affordable to boot!

Pros

Having used Zendesk for years, I was looking for a alternative option without breaking the bank.

Cons

Not much to dislike. They have a lot of integrations built right in, and zapier fills in the blanks. The only thing I wish I had was the custom fields, which is in the PLUS feature, and I'd have to pay a bit more money for it. But can't complain about that.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
Roxane Ost

Great value for your money and ease of use!

2016-12-06

Prefer this over zendesk!

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
Cammy Ang

Move over Zendesk, I now love Help Scout!

2016-12-14

Move over Zendesk, I now love Help Scout!

Pros

It works much more like an inbox. Logical ticketing system. Set up one inbox that could be managed by multiple people (Even their FREE plan has this!)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
Rocky Kev

Help Scout does one thing really really great

2017-10-03

Ease.

Pros

We migrated out of Zendesk to use Help Scout, and my team's eyes lit up from how intuitive it is to use.

Cons

There's a lot of integrations that aren't built in. Which, it's not a game breaker. Do you REALLY need your toaster talking to Help Scout?

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
Anonymous
(Internet company, 1-10 employees)

Couldn't run my business without it

2018-12-11

For any business, customer satisfaction is crucial. Help Scout is the tool to make it fun and easy.

Pros

After having used Zendesk for a while, I was not happy with its and complexity.

Cons

It would be great if we could set a custom threshold for the spam filter, as we have a bit too many false positives.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
Lucas Karpiuk

Easy to use, flexible, and great support

2017-02-01

Prior to Help Scout we had used several others, most notably Zendesk. We found that Help Scout was the easiest for our team to use, while still providing a good set of features for customization.

Pros

Easy to use.

Cons

No android app, but the web app is still quite functional on a small screen.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
Anonymous
(Internet company, 201-500 employees)

Very nice online customer support service

2019-01-27

I started my career as a support engineer, I used several ticket systems (simple support, kayako, zendesk, some others) and quite familiar with them.

Pros

* You can setup online ticket support system for your clients very easy and cheaply * Your support engineers will have everything they need to support your clients effectively * No bloated unnecessary features, only those that you need

Cons

* Online mobile version leaves much to be desired * No way to merge several tickets at once * You can't make a note/reply and keep the ticket open, you have to re-open it.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
Greg Habstritt

Verified Reviewer

Completely changed our business - for the better

2016-11-17

We did use Zendesk previously, but found that it's way too complicated and not very personal.

Pros

- extremely simple to use and understand as a user - treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers) - fantastic support team that's very responsive and solution focused - solid API that allows you to bring in data from other apps so that you have a consolidated view of a client, beyond just their email history

Cons

- wish that the interface could be a little more customized for our specific needs - really don't have any downsides to it - it's a great product

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Help Scout

If you've looked at help desks and felt they were overpowering or too complicated to use, Help Scout is the antidote. Using it is like using an email client, and our clients feel like they're emailing individually to someone as opposed a big team. I love that they do away with the "ticket number" mentality which makes most help desks feel robotic and sterile. We've loved being with Help Scout as the product has gotten even better, and we're grateful for the massive amount of simplicity the product brings to our workflow.

Source: GetApp
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more