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Zendesk Suite vs HubSpot Service Hub Comparison

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Overview

Category Leaders

Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and...

Category Leaders

HubSpot Service Hub is a cloud-based customer service platform, which aims to simplify processes for managing customer queries...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

55

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

20

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.4

3.9K

5

4

3

2

1

2.1K

1.3K

303

62

47

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
would recommend this app

4.5

159

5

4

3

2

1

82

68

7

2

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.
This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.
Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.

Pros

Hubspot is easy to use and has a robust support/helpdesk - always ready and happy to help with any queries.
The best tool for a greater workflow, you can do everything you need to give the best elements for your clients.
This is an amazing tool to have, especially since we are a tech company trying to give our customers the opportunity to learn about our platform and troubleshoot through issues themselves.

Cons

Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
Non-Existent & TERRIBLE Customer Service. You are just a number to them.
If you ever need support from Zendesk then it is horrible.

Cons

There can be many layers to get through, and the lack of tags makes it hard to track.
In our case, a multi-language Knowledge Base is missing to make the KB more complete.
You can't see if another team member is in the ticket. If the customer replies back to an closed to ticket it doesn't reopen so we miss emails unless we are double checking our notifications.
  • Vendor responds to reviews
  • Last review8 days ago
  • Vendor responds to reviews
  • Last review9 days ago

Key features

  • Total features182
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • CMDB
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Social Profiles
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions/Forums
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • For Insurance Industry
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Group Management
  • Health Score
  • Help Desk Management
  • IVR
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • NPS of Customers
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Quality Assurance
  • Queue Management
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Widgets
  • Win/Loss Analysis
  • Workflow Configuration
  • Workflow Management
  • Total features84
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • CMDB
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Social Profiles
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions/Forums
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • For Insurance Industry
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Group Management
  • Health Score
  • Help Desk Management
  • IVR
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • NPS of Customers
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Quality Assurance
  • Queue Management
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Widgets
  • Win/Loss Analysis
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations1107
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM
  • Total integrations188
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM

User reviews that mention these apps

JS
AvatarImg

Joe S.

Consumer Services, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk is the best known format for online customer service

Reviewed 6 years ago
Pros

It takes emails and converts them into an easy to read and approach customer service hub. It is easy to keep track of & manage all past, present and future inquiries.

Cons

Their customer support team can be seemingly uncaring of the issues that come up. Fixes to common issues seem to go unresolved for years, at times. The price gets really high with multiple support agents as well.

AR
AvatarImg

Verified reviewer

Marketing and Advertising, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Professionalism with Zendesk.

Reviewed 6 months ago

One of the standout features of Zendesk Suite is its ability to centralize customer support activities. The integrated ticketing system in Zendesk Support allows teams to manage customer queries seamlessly. This system, coupled with automation features and customizable workflows, contributes to a streamlined process for issue resolution. The multichannel support capabilities, including email, chat, phone, and social media, enable businesses to engage with customers across various touchpoints. That is why my overall experience with Zendesk is very good.

Pros

One notable aspect I appreciate is the suite's unified nature, bringing together various customer service tools such as Support, Chat, Talk, and Explore. This integration simplifies workflows, providing a centralized hub for managing customer interactions.

Cons

occasional system downtime or outages is something which bothers me. However, On some occasions I have faced it.

ns
AvatarImg

nelson s.

Construction, 11-50 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk the support suite

Reviewed 6 years ago

This is a complete suite for customer services you can do anything and you can select wich module or product family you requiered you have available Support , Connect , Explore , Chat , Talk , Message , Embeddables , Relate each of these have it features and work for certain campaings aspects.

Pros

You can track support tickets , assing priorities , will create a hub for comunications this will lead to more productive agents and satisfied client. You can select for a range of customer service approaches. Eliminates the need for emails and easy to filter messages. it has a powerful reporting and customer satisfaction surveys

Cons

because you can select wich module to use it can be expensive if you want to use all features of Zendesk. You should take at least some crash courses to have the team working with this.

AR
AvatarImg

Verified reviewer

Mechanical or Industrial Engineering, 10,001+ employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zendesk Suite logo

Zendesk Suite

One of the most flexible call center solution I have ever seen.

Reviewed 5 years ago

We use it mainly for ticketing needs, it may be HR, IT. We are really happy that we chose Zendesk.

Pros

Seamless integration with Hubspot and Zoho CRM and other third party tools. Easy to setup Real time support to customers.

Cons

Nothing as of now. Great tool with reasonable pricing.

AR
AvatarImg

Verified reviewer

Automotive, 11-50 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Great for help desk, pricy

Reviewed 3 years ago

We are able to funnel all email communication, social media channels, comments, direct messages and live chat from our website into ZenDesk so our customer service team can easily handle the communication from one centralized platform.

Pros

Zendesk is very user-friendly, easy to set to and integrate with email addresses and social media channels and works as a hub to collect all incoming communication.

Cons

The package only allows certain users (compared to Gorgias that has no limit on users) so we decided to go with Gorgias for that reason.

AvatarImg
AvatarImg

Sarah Y.

Computer Software, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk Makes Support Easy

Reviewed 3 years ago

Overall, working with Zendesk has been a breeze. It's user-friendly, simple and quick. The Zendesk team is always available to answer questions or help you pull reports. I never want to use another ticketing system.

Pros

Zendesk is super easy to use. Our Support team loves how simple it is to find and response to customer requests and issues. Zendesk also makes metrics tracking extremely easy with pre-fab dashboards that are quickly customizable.

Cons

There are a few integrations that could use some work, like the Zendesk //Hubspot integrations. One of them is great, but the other does not provide much value.

KF
AvatarImg

Katie F.

Mechanical or Industrial Engineering, 1,001-5,000 employees

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

Zendesk Suite logo

Zendesk Suite

ZenDesk Chat - Easy to Use, Easy to Integrate!

Reviewed 5 years ago

Again, easy way for customers to reach out instantaneously if they need further assistance! Which they usually do, because our products can be pretty difficult to sort through.

Pros

ZenDesk Chat was very easy to integrate into our e-commerce website, which was great! Users seem to love interacting with it, and it provides us another medium through which our customers can interact (other than a phone call or email - this provides a quicker response time too). Our products are highly engineered, so the ability of users to reach out with questions or more information that they need is invaluable!

Cons

I feel like other chatting platforms have a better look and feel that the ZenDesk Chat platform. Drift and Hubspot Chat are good examples - they look much more polished.

AC
AvatarImg

Annie C.

Defense & Space, 201-500 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Great Product

Reviewed 2 years ago
Pros

I love that you are able to track leads and also integrate DocuSign and HubSpot. Makes it easier for folks who are traveling and needing to submit proposals from events.

Cons

Signature for email. Shockingly, this has been a pain to set up. There should be an integration method upon getting the platform set up. The marketing team didn't know how to help us which seems odd.

LK
AvatarImg

Lena K.

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Useful for What We Need

Reviewed 7 years ago

Zendesk helps us provide our customers with top-tier customer support, which is something we take great pride in. It integrates with HubSpot, our main CRM, which has made our lives much easier.

Pros

No pros were added to this review

Cons

No cons were added to this review

AR
AvatarImg

Verified reviewer

E-Learning, self-employed

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Perfect for Customer Support

Reviewed 2 years ago

Overall, my online consulting and coaching business made use of Zendesk in order to manage customer support issues and inquiries and it worked seamlessly. I was able to have a central support hub to route customer issues and have my assistant manage handling the inquiries.

Pros

Zendesk was very easy to set up and use both from an operator's end and from the end user's end when making inquiries and complaints. I love how Zendesk serves as a central hub to manage all customer FAQ and special support requests.

Cons

There was nothing I disliked about the Zendesk user experience. Everything was well planned and worked.

DS
AvatarImg

Diogo S.

Legal Services, 1-10 employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Make Costumer Success easier

Reviewed 2 years ago

With almost 0 configuration needed, this software can be deployed everywhere and by everyone

Pros

The features are way more easy to use and deploy than the features that other softwares have. The social media feature is one of greatest.

Cons

The costumer service is sometimes unavailable. The support service could be better

AvatarImg
AvatarImg

Pedro A.

Financial Services, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zendesk Suite logo

Zendesk Suite

One of the best support tools to have

Reviewed 8 months ago
Pros

- Easy to setup and super personalized tool (Create chatflows to help your customers)- The AI keeps getting better. - Track tickets and assign them into multiple owners inside hubspot- Integration with a lot of tools and Apps marketplace

Cons

- The support could be faster to respond- The API could be better, it usually lacks some documentation (F.e: How to hide th bot when some actions are performed in our site)

HS
AvatarImg

Haley S.

Media Production, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Amazing customer service platform

Reviewed 6 years ago
Pros

Zendesk has been a gamechanger for our customer service. Live chat has helped our ratings significantly and we love being able to help whenever our clients need us

Cons

We had a couple problems when getting our service set up, but customer service was extremely helpful

AR
AvatarImg

Verified reviewer

Retail, 10,001+ employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Total godsend

Reviewed 5 years ago
Pros

Did not realize there was a complete service for this, offers multiple communication platforms for customer engagement

Cons

None. Absolutely great service. Thank you guys so much for existing! You offer a great service and product.

AR
AvatarImg

Adrian R.

Alternative Medicine, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Zendesk Suite logo

Zendesk Suite

Horrible product. Horrible help and hard to set up. Very frustrating.

Reviewed 9 months ago

Super frustrating. I would cancel but they don’t offer refunds.

Pros

Price. Colours. Not much not much not much

Cons

Horrible customer service and slow response.

TA
AvatarImg

Tayeb A.

Furniture, 501-1,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Swiss army knife of online tickets

Reviewed 3 months ago

I have used Zendesk at a formal office job for almost two years and it was very stable and very convenient to use as a hub to handle all the online requests including social media at a single place. Most softwares usually require days or weeks of training but Zendesk was very easy to use.

Pros

A one point of contact to receive multiple online requests (Email, Facebook, Twitter) Being able to find tickets solved even years ago for a better understanding of a customers path. Being able to see who is working on a ticket in order to move on to another ticket or contact your coworker to communicate information if needed.

Cons

The spam filter is not as aggressive as some other softwares can be but I understand that it is dependent on the team that is supposed to feed the spam filters

MB
AvatarImg

Mourad B.

Information Technology and Services, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk

Reviewed 2 years ago
Pros

Zendesk est un outil pratique et facile à utiliser.Une bonne documentation utilisateur et également technique est à disposition.Possibilité d'utiliser API Zendesk depuis d'autre outils pour créer par exemple des ticket automatiquement, ou pour synchroniser des donées.

Cons

Le service client Zendesk n'est pas réactif.

Showing original review in French. See translation

TB
AvatarImg

Travis B.

Construction, 1-10 employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Zen desk review

Reviewed 8 months ago

I have not been impressed by any aspect of using zen desk in my opinion they have a lot of improvements that need to be made

Pros

The ease of navigation and simplicity in running tasks

Cons

The lack of customer service and support

MA
AvatarImg

Mathias A.

Information Technology and Services, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Pro's and Con's of Zendesk suite

Reviewed 3 months ago
Pros

It's IT ticketing and live chats service

Cons

Customer care service is a bit sluggish.

AR
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Verified reviewer

Used weekly for 1-2 years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Zendesk Suite

Well organized software that seems to be created for many industries to use

Reviewed 6 years ago
Pros

Very easy to learn and seems to never have any downtime. Zendesk fits any company small, medium or large

Cons

Perhaps the company might expand into adding features to the customer service platform. When someone uses the service offer some other features to compliment

LB
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Luis B.

Telecommunications, 5,001-10,000 employees

Used daily for 2+ years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Zendesk Suite

Zendesk Review

Reviewed 2 years ago

It's an upgrade over our previous tool. The features it provides allow us to have better control of the emails and the response time to our customers.

Pros

The ticket organization is very helpful. It allows prioritization of the emails in a very functional way. The status ticket functionality has been important to get better KPI results.

Cons

Customer service takes time a while to respond.

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taylor w.

Cosmetics, self-employed

Used weekly for 1-2 years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Zendesk Suite

Easy to use

Reviewed 2 years ago
Pros

its very user friendly to use and easy to manage tasks.

Cons

Customer service could really be a lot better

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Brad S.

Internet,

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  • Value for money
  • Ease of use
  • Features
  • Customer support

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Zendesk Suite

Great idea, really bad....

Reviewed 10 years ago

I know the say 40,000 customers, but I question how many are happy. We're small, we manage under 10 websites that need unique customer service emails. We have a few agents, some need to see all sites, others just 1. We just wanted basic email tickets from inbound email, assign to the right person, reply, all syncs up... not too much to ask. We're about 4 months in, and its been a pretty horrible...

Pros

Friendly customer service

Cons

Too many to list and complex issues.

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Kevin J.

Used daily for less than 6 months

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Zendesk Suite

Very good

Reviewed 6 years ago

Great software for chat service. Great customer service and technical support team.

Pros

Ease of use with their chat service. Great customer service. Responsive technical support. Overall a great product.

Cons

There is very little to complain about with this product. I would love for it to be free, but that is not really a con. We have had some adaptability issues with our websites, but those are easily solved.

AR
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Verified reviewer

Internet, 11-50 employees

Used other for 2+ years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Zendesk Suite

Great software

Reviewed 6 years ago
Pros

Helpful for monitoring our general business email and assigning the 'tickets' amongst our team

Cons

We stopped using it eventually because we switched to hubspot and it has an in-built system of monitoring customer emails I think. I liked zendesk but my only frustration was that it didn't sit on top of gmail so it was another place to check every day.

AR
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Verified reviewer

Sports, 11-50 employees

Used weekly for 6-12 months

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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HubSpot Service Hub

Great software

Reviewed 3 years ago

Great experience and hard to find any faults as the features continued to be improved over time

Pros

It’s a great continuation of marketing/sales hub and provides a central place for cross team customer management and a central contact record. The knowledge base and ticketing/pipeline feature also provides and easy way for customers to self answer or find the help they need

Cons

There aren’t many downsides to the software. It might have some limits compared to a dedicated service tool but the fact it’s part of the hubspot suite makes up for it

IS
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Ilir S.

Information Technology and Services, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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HubSpot Service Hub

Hubspot Service: Work in progress but getting there

Reviewed 5 years ago

Like many other SaaS services, they are always updating and adding new functionality. For companies that are using other modules from Hubspot should definitely consider using Hubspot Service, it will only get better. Businesses need to incorporate all elements of the flywheel in order to ensure the best possible user experience. Keep up the good work Hubspot.

Pros

- Integrating with the website is easy and done simple steps. You don't need any technical background to do that. - Setting up the knowledge base with articles and documentation is a simple process. Creating categories and subcategories is easy. - If you have used the CRM, Marketing modules in Hubspot, you are quite familiar with the tickets. Some of the features have gotten better and improved.

Cons

Hubspot has much to learn from the established players in the game such as Zendesk. They lack much on the automation and since Hubspot is a preferred solution in Europe, they should have multiple language support on the knowledgebase. They should also add a smarter layout to the conversations (inbox) to not to seem as cluttered as it is now. More features are needed on the allocation of agents and have more integrations with third-party.

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Paul S.

Marketing and Advertising, 51-200 employees

Used monthly for 2+ years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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HubSpot Service Hub

Great support tools for small to mid-market companies

Reviewed 4 years ago

Service Hub has been fantastic as a ticketing, customer feedback and chat tool. The integration with the rest of HubSpot ensures that I have the latest data on my customers when they are communicating with us.

Pros

Ease of use. Cost. Setup time is quick. The integration with the rest of HubSpot is one of it's biggest values. Many of the functions in Service Hub also mirror other functionality in HubSpot, so Ididn't have to learn how to use a separate suite of tools.

Cons

Inability for customers to view all of their outstanding tickets. I'd like to offer the same system that Hubspot uses to my clients with a support inbox of sorts.

VT
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Venita T.

Public Relations and Communications, self-employed

Used monthly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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HubSpot Service Hub

You'll need to do your own research to use this product

Reviewed a year ago

This platform is a valuable asset for any business seeking to improve its customer service experience. With its powerful tools and features, you'll be able to streamline your workflows and provide faster and more efficient service to your clients, exceeding their expectations and ultimately driving growth for your business. While it may require some effort to initially understand and set up the platform, the benefits of doing so are well worth it. And with customer support available to assist you along the way, you can feel confident that you'll be able to take full advantage of all that this platform has to offer.

Pros

If you're looking for a way to connect with customers and exceed their expectations, look no further than this amazing customer service platform. With a suite of tools designed to help you build organization and efficiency in your customer service team, you'll be able to streamline your workflows and respond to customers faster and more effectively

Cons

The initial stage of launching this product can be quite challenging and confusing. I had to watch several videos to gain a proper understanding of how to operate it effectively. Although customer support was available, connecting with them was somewhat difficult. However, once I figured out how to set up each account, managing my clients became a breeze.

AR
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Verified reviewer

Telecommunications, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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HubSpot Service Hub

Easy to Use, Great for Starting Out

Reviewed 5 years ago

We're a pretty small company and it is easy to get overwhelmed by the demands of starting and growing a business from scratch. It is nice to have Service Hub as an 'add-on' for the CRM, Marketing automation and other features HubSpot offers as part of its full suite of tools. It has made it very easy for us to quickly add a "support portal" to our website, and it has helped our customers get answers to their most-asked questions more quickly than they could by just emailing our support team.

Pros

Using the HubSpot Service Hub is very easy. It is not a complex product or full-blown content management tool like other well-known support tools. It is a nice add-on for HubSpot that helps fill out the portfolio of other features available via their offering. It allows users to quickly build and structure a simple knowledge base, and the contextual search feature is very helpful.

Cons

While it is extremely easy to use, it is also a fairly basic set of tools. It is not as robust as some other customer support applications like Freshdesk, Zendesk, or SalesForce. The only concern we have is that we may need to transition to one of these other services if we find we need more control over the UX/UI of our support portal or need to expand support across many other channels. HubSpot continues to add new site templates and that's a good thing, but the Service Hub is still a pretty basic documentation portal.