[Home](https://www.selecthub.com/) \> [Help Desk Management](https://www.selecthub.com/category/help-desk/) \> [Help Desk Software](https://www.selecthub.com/c/help-desk-software/) \> [Zendesk](https://www.selecthub.com/p/help-desk-software/zendesk/) \> Zendesk vs Help Scout # Zendesk vs Help Scout Last Updated: June 29th, 2026 Our analysts compared [Zendesk](https://www.selecthub.com/p/help-desk-software/zendesk/) vs [Help Scout](https://www.selecthub.com/p/help-desk-software/help-scout/) based on data from our 400+ point analysis of [Help Desk Software](https://www.selecthub.com/c/help-desk-software/), user reviews and our own crowdsourced data from our [free software selection platform](https://www.selecthub.com/about/start-free-selection-project-site/?category=Help Desk Software&cta=help-desk-software). [Overview](#product-overview) [Pricing](#product-pricing) [Our Review](#product-analyst-summary) [User Ratings](#user-sentiment-section) [Features](#product-benefits-features) [Analyst Ratings](#analyst-rating-section) [Comparison Charts](#product-comparison-charts) [Screenshots](#product-screenshots) Remove Add to Compare [![Zendesk Software Tool](https://cdn.selecthub.com/products/68ce199ec2c5517597ce0a4d89620f55-0e1ba40ec65494545b5b492ea42e0b3b/resources/normal/logo.png?1718839221)](https://www.selecthub.com/p/help-desk-software/zendesk/) [ ![Product Awards](https://www.selecthub.com/display/images/awards_badge.svg) ](#awards-section) Remove Add to Compare [![Help Scout Software Tool](https://cdn.selecthub.com/products/a9cf46a38a9b05e959f33215e5cdc38a-419964e5efc1413fe826b130192af055/resources/normal/logo.png?1693319148)](https://www.selecthub.com/p/help-desk-software/help-scout/) [ ![Product Awards](https://www.selecthub.com/display/images/awards_badge.svg) ](#awards-section) [Get Free Demo](https://pmo.selecthub.com/get-product-demo/?category=Help+Desk+Software&product%5Fname=Zendesk&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F68ce199ec2c5517597ce0a4d89620f55-0e1ba40ec65494545b5b492ea42e0b3b%2Fresources%2Fnormal%2Flogo.png%3F1718839221) [Demo](https://pmo.selecthub.com/get-product-demo/?category=Help+Desk+Software&product%5Fname=Zendesk&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F68ce199ec2c5517597ce0a4d89620f55-0e1ba40ec65494545b5b492ea42e0b3b%2Fresources%2Fnormal%2Flogo.png%3F1718839221) [Request Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Help+Desk+Software&product%5Fname=Zendesk&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F68ce199ec2c5517597ce0a4d89620f55-0e1ba40ec65494545b5b492ea42e0b3b%2Fresources%2Fnormal%2Flogo.png%3F1718839221&price=2) [Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Help+Desk+Software&product%5Fname=Zendesk&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2F68ce199ec2c5517597ce0a4d89620f55-0e1ba40ec65494545b5b492ea42e0b3b%2Fresources%2Fnormal%2Flogo.png%3F1718839221&price=2) [Get Free Demo](https://pmo.selecthub.com/get-product-demo/?category=Help+Desk+Software&product%5Fname=Help%2BScout&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2Fa9cf46a38a9b05e959f33215e5cdc38a-419964e5efc1413fe826b130192af055%2Fresources%2Fnormal%2Flogo.png%3F1693319148) [Demo](https://pmo.selecthub.com/get-product-demo/?category=Help+Desk+Software&product%5Fname=Help%2BScout&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2Fa9cf46a38a9b05e959f33215e5cdc38a-419964e5efc1413fe826b130192af055%2Fresources%2Fnormal%2Flogo.png%3F1693319148) [Request Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Help+Desk+Software&product%5Fname=Help%2BScout&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2Fa9cf46a38a9b05e959f33215e5cdc38a-419964e5efc1413fe826b130192af055%2Fresources%2Fnormal%2Flogo.png%3F1693319148&price=2) [Pricing](https://pmo.selecthub.com/get-product-pricing/?category=Help+Desk+Software&product%5Fname=Help%2BScout&product%5Flogo=https%3A%2F%2Fd3uimxdj41cg3o.cloudfront.net%2Fproducts%2Fa9cf46a38a9b05e959f33215e5cdc38a-419964e5efc1413fe826b130192af055%2Fresources%2Fnormal%2Flogo.png%3F1693319148&price=2) ### Products Insights Overall Rating Comparison [ Analyst Rating 91 Detailed Analysis ](#analyst-rating-section) [ User Sentiment ![Great User Sentiment](https://www.selecthub.com/display/images/scores/great.svg) (5221 Reviews) ](#user-sentiment-section) [ Analyst Rating 75 Detailed Analysis ](#analyst-rating-section) [ User Sentiment ![Excellent User Sentiment](https://www.selecthub.com/display/images/scores/excellent.svg) (654 Reviews) ](#user-sentiment-section) Price Starts From $19/Agent, Monthly [14 Day Free Trial is available →](https://pmo.selecthub.com/free-trial/?product%5Fname=Zendesk&category=Help Desk Software&product%5Flogo=https://d3uimxdj41cg3o.cloudfront.net/products/68ce199ec2c5517597ce0a4d89620f55-0e1ba40ec65494545b5b492ea42e0b3b/resources/normal/logo.png?1718839221) $20 Monthly [Free Trial is available →](https://pmo.selecthub.com/free-trial/?product%5Fname=Help Scout&category=Help Desk Software&product%5Flogo=https://d3uimxdj41cg3o.cloudfront.net/products/a9cf46a38a9b05e959f33215e5cdc38a-419964e5efc1413fe826b130192af055/resources/normal/logo.png?1693319148) Pros What we like about Zendesk and Help Scout: * Scales across small, midsize and large support operations with a deep feature set * Omnichannel support brings phone, chat, email and social into one workspace * Wide integration catalog connects with CRMs, project tools and apps like Slack * AI-powered routing and bots help cut resolution times and handle FAQs * Intuitive interface makes it quick to set up and easy for new agents to learn * Shared inbox lets multiple agents handle tickets together with clean handoffs * Responsive support team and clear documentation help users solve issues fast * Strong email focus suits teams that run most of their support over email Cons What we dislike about Zendesk and Help Scout: * Users find the cost steep for small businesses, especially on higher tiers * Reviewers note advanced reporting tools are limited on cheaper plans * The depth of features and customization can make the learning curve steeper * Users report that reaching customer support can be slow and frustrating * Users find customization options limited, which can restrict branding and tailoring * Reviewers note automation features lag behind, including ticket assignment and escalation * Pricing feels expensive for teams with many agents or high ticket volume * The mobile app has less functionality than desktop, which hurts on-the-go work ### Our Review **Bottom line:** Zendesk and Help Scout solve the same problem in different ways. Pick Zendesk if you need a scalable platform with deep features, omnichannel reach and heavy automation. Pick Help Scout if you run a small or midsize team that lives in email and wants something simple to set up. Zendesk fits all company sizes and works well when you support customers across phone, chat, email, WhatsApp, Facebook and Twitter. Its AI-based routing, ticket sentiment analysis and custom dashboards help larger support groups stay organized. Help Scout leans into a shared inbox model with collision detection, saved replies and Beacon for in-page knowledge base access. Pricing differs in scope. Zendesk starts at $55 per user per month, with plans climbing to $115 per agent per month for Suite Enterprise. Help Scout starts at $20 per user per month and tops out at $65 per user per month, billed annually. Both can feel pricey once you add agents or pick higher tiers. Tech stack fit is another split. Zendesk has a wider integration catalog and connects with CRMs, project tools and Slack, which suits you if your support stack is complex. Help Scout works best when email is your main channel and you want fewer moving parts. If you want advanced reporting, voice support and room to grow, Zendesk is the safer bet, though you'll trade simplicity and budget headroom for it. If you value a clean interface, fast onboarding and responsive vendor support over breadth, Help Scout is the easier daily driver, as long as limited customization and a thinner mobile app aren't dealbreakers. ### Analyst Rating Summary Overall Scores Based on the research and analysis by SelectHub's team of research analysts, Zendesk has an analyst rating of 91\. By comparison Help Scout has an analyst rating of 75\. 91 75 Features Comparison **Agent Productivity** Automate repetitive tasks, get pre-written answers for common questions, and track your time spent on tickets so you can focus on solving customer issues faster. 92 62 **Call Center Management** Route customer calls to the right available agent, record conversations for quality, and view key call metrics to keep your phone support running smoothly. 87 50 **Dashboards and Reporting** See real-time performance data and analyze trends in easy-to-read charts, helping you understand where your team is succeeding and where to improve support. 100 75 [Show More](#) [Show More](https://pmo.selecthub.com/customize-data/?category=Help Desk Software) Strengths The best features of Zendesk and Help Scout as judged by user reviews and analyst validation. Dashboards and Reporting Platform Security Integrations and Extensibility Ticket Management Platform Capabilities Integrations and Extensibility Platform Security Team Collaboration ### Analyst Ratings for Functional Requirements [Customize This Data](#) [Customize This Data](https://pmo.selecthub.com/customize-data/?category=Help Desk Software) How Zendesk and Help Scout compare against the top 9 functional requirements as defined by SelectHub project data. Zendesk Help Scout \+ Add Product [\+ Add Product](https://pmo.selecthub.com/customize-data/?category=Help Desk Software) Agent Productivity Call Center Management Dashboards AndReporting Email Management Live Chat Management Mobile Capabilities Platform Capabilities Team Collaboration Ticket Management 92 87 100 92 74 81 93 85 95 62 50 75 66 74 83 73 85 63 0 25 50 75 100 Implementation Level of Effort Estimation **Tier 1:** Fully/moderately supported out-of-the-box allowing for quick and easy deployment. [Read more](#) **Tier 2:** Supported with workarounds or add-ons that may require additional costs. **Tier 3:** Requires partner integrations or custom development that is often at an additional cost. **Agent Productivity** Automate repetitive tasks, get pre-written answers for common questions, and track your time spent on tickets so you can focus on solving customer issues faster. 83% 0% 17% 50% 17% 33% **Call Center Management** Route customer calls to the right available agent, record conversations for quality, and view key call metrics to keep your phone support running smoothly. 83% 0% 17% 0% 0% 100% **Dashboards And Reporting** See real-time performance data and analyze trends in easy-to-read charts, helping you understand where your team is succeeding and where to improve support. 100% 0% 0% 67% 0% 33% **Email Management** Organize all incoming customer emails into easy-to-track tickets, assign them to the best agent, and ensure no request ever falls through the cracks. 86% 0% 14% 71% 0% 29% **Live Chat Management** Quickly engage website visitors with real-time conversations, handle multiple chats at once, and turn chat transcripts into support tickets when follow-up is needed. 73% 0% 27% 64% 0% 36% **Mobile Capabilities** Manage tickets, respond to customers, and access essential tools from your phone or tablet so your team can provide excellent support even when away from their desks. 80% 0% 20% 80% 0% 20% **Platform Capabilities** Integrate your help desk with other business apps like your CRM, allowing you to share customer data and automate workflows across your entire company. 83% 8% 9% 71% 0% 29% **Team Collaboration** Work together on complex issues by looping in experts, adding private notes to tickets, and sharing information so you can solve problems as a unified team. 67% 0% 33% 67% 0% 33% **Ticket Management** Centralize all customer interactions from every channel into a single, easy-to-use list of tickets, making it simple to track, prioritize, and resolve every request efficiently. 88% 6% 6% 53% 6% 41% **Customize This Data For Your Unique Needs**and compare feature capabilities head-to-head [CUSTOMIZE NOW](#) [CUSTOMIZE NOW](https://pmo.selecthub.com/customize-data/?category=Help Desk Software) ### Analyst Ratings for Technical Requirements [Customize This Data](#) [Customize This Data](https://pmo.selecthub.com/customize-data/?category=Help Desk Software) Implementation Level of Effort Estimation **Tier 1:** Fully/moderately supported out-of-the-box allowing for quick and easy deployment. [Read more](#) **Tier 2:** Supported with workarounds or add-ons that may require additional costs. **Tier 3:** Requires partner integrations or custom development that is often at an additional cost. **Integrations And Extensibility** Connect your support platform with hundreds of other apps and services, allowing you to build customized workflows and share customer data effortlessly across your business. 95% 0% 5% 100% 0% 0% **Platform Security** Protect sensitive customer data with top-tier encryption, control who can access information using detailed permission settings, and meet important regulatory compliance standards easily. 100% 0% 0% 89% 0% 11% **Requirements Summary**Of typical requirements, 86.1% are fully supported out of the box by Zendesk including Dashboards And Reporting, Platform Security and Integrations And Extensibility. Help Scout supports 62.3% and excels at Integrations And Extensibility, Platform Security and Mobile Capabilities. Zendesk has an analyst rating of 91 and a user sentiment rating of 'great' based on 5221 reviews, while Help Scout has an analyst rating of 75 and a user sentiment rating of 'excellent' based on 654 reviews. Zendesk and Help Scout are both SelectHub award-winners. ### User Sentiment Summary Zendesk has a user sentiment rating of 86 based on 5221 reviews. Help Scout has a user sentiment rating of 90 based on 654 reviews. ![Great User Sentiment](https://www.selecthub.com/display/images/scores/great.svg) 5221 reviews ![Excellent User Sentiment](https://www.selecthub.com/display/images/scores/excellent.svg) 654 reviews Synopsis Evaluating all review platforms, our market analysts have compiled the following user sentiment data. 86% of users recommend this product Zendesk has a 'great' User Satisfaction Rating of 86% when considering 5221 user reviews from 5 recognized software review sites. 90% of users recommend this product Help Scout has a 'excellent' User Satisfaction Rating of 90% when considering 654 user reviews from 4 recognized software review sites. User Review Scores **FinancesOnline** **5.0** (32) n/a **G2.com, Inc** **4.2** (2286) **4.3** (260) **Software Advice, Inc** n/a **4.67** (183) **GetApp** **4.4** (2528) n/a **Capterra Inc** n/a **4.7** (168) **Gartner, Inc** **4.3** (51) n/a **TrustRadius** **3.9** (324) **4.0** (43) ### Awards SelectHub awards earned by these products based on a comprehensive analysis by our research analysts. SelectHub research analysts have evaluated Zendesk and concluded it deserves the award for the Best Overall Help Desk Software available today and earns best-in-class honors for Dashboards and Reporting and Platform Security. ![Analysts' Pick Award]() ![Dashboards and Reporting Award]() Show more ![Platform Security Award]() SelectHub research analysts have evaluated Help Scout and concluded it earns best-in-class honors for Integrations and Extensibility. Help Scout stands above the rest by achieving an ‘Excellent’ rating as a User Favorite. ![User Favorite Award]() ![Integrations and Extensibility Award]() ### Product Assistance Training Resources Documentation In Person Live Online Videos Webinars Documentation In Person Live Online Videos Webinars Support Email Phone Chat FAQ Forum Knowledge Base 24/7 Live Support Email Phone Chat FAQ Forum Knowledge Base 24/7 Live Support ### Product Basics Company Size i Small Medium Large Small Medium Large Platforms Supported Windows Mac Linux Android Chromebook Windows Mac Linux Android Chromebook Deployment Supported Cloud On-Premise Mobile Cloud On-Premise Mobile Comparison of Top Alternatives [Zendesk Alternatives ](https://www.selecthub.com/help-desk-software/zendesk/alternatives/) [Help Scout Alternatives ](https://www.selecthub.com/help-desk-software/help-scout/alternatives/) ### Screenshots ![Screenshots]()![Screenshots]()![Screenshots]()![Screenshots]() ![Screenshots]()![Screenshots]()![Screenshots]() ### Key Features * **Ticketing system** – Handles tickets with pre-built dashboards, dynamic forms, CSAT ratings, routing, SLAs and time tracking to keep work from slipping. * **Omnichannel support** – Connects email, phone, chat, custom chatbots, website, WhatsApp, Facebook and Twitter so agents keep context across channels. * **Knowledge base** – Lets you build articles with rich formatting and translations into 40+ languages for a localized self-service experience. * **Voice support** – Offers a cloud voice solution that plugs into 90+ telephone providers, with redaction, quality assurance and call transcriptions. * **Shared inbox** – Centralizes support requests with multichannel support, notifications, advanced search, mobile apps and satisfaction ratings in one place. * **Collision detection** – Shows who's replying or viewing in real time and supports notes, @mentions, tags and saved answers for fast collaboration. * **Beacon and live chat** – Embeds knowledge base content on any web page and lets customers start a chat from the same tool when they need help. * **Customer management** – Pulls customer data, app activity and past conversations next to each request so agents can reply with full context. ### Top Alternatives in Help Desk Software [ Freshdesk ](https://www.selecthub.com/p/help-desk-software/freshdesk/) [ Front ](https://www.selecthub.com/p/customer-service-software/front/) [ Gorgias ](https://www.selecthub.com/p/conversational-ai-platforms/gorgias/) [ HappyFox ](https://www.selecthub.com/p/help-desk-software/happyfox/) [ Help Scout ](https://www.selecthub.com/p/help-desk-software/help-scout/) [ HubSpot Service Hub ](https://www.selecthub.com/p/customer-service-software/hubspot-service-hub/) [ Intercom ](https://www.selecthub.com/p/live-chat-software/intercom/) [ Jira ](https://www.selecthub.com/p/project-management-software/jira/) [ Jitbit ](https://www.selecthub.com/p/help-desk-software/jitbit/) [ Kayako ](https://www.selecthub.com/p/help-desk-software/kayako/) [ LiveAgent ](https://www.selecthub.com/p/help-desk-software/liveagent/) [ LiveChat ](https://www.selecthub.com/p/live-chat-software/livechat/) [ Salesforce Service Cloud ](https://www.selecthub.com/p/customer-service-software/salesforce-service-cloud/) [ ServiceNow ](https://www.selecthub.com/p/help-desk-software/servicenow/) [ TeamSupport ](https://www.selecthub.com/p/help-desk-software/teamsupport/) ### Related Categories Zendesk and Help Scout can also be found with other leading products in these categories: [AI Help Desk Software ](https://www.selecthub.com/c/ai-help-desk-software/) [Customer Experience Software ](https://www.selecthub.com/c/customer-experience-software/) [Customer Service Software ](https://www.selecthub.com/c/customer-service-software/) [Experience Management Software ](https://www.selecthub.com/c/experience-management-software/) [Remote Desktop Software ](https://www.selecthub.com/c/remote-desktop-software/) Show more [AI Customer Service Software ](https://www.selecthub.com/c/ai-customer-service-software/) [AI Help Desk Software ](https://www.selecthub.com/c/ai-help-desk-software/) [CCM Software ](https://www.selecthub.com/c/customer-communication-management-software/) [Customer Service Software ](https://www.selecthub.com/c/customer-service-software/) [Customer Success Software ](https://www.selecthub.com/c/customer-success-software/) [Live Chat Software ](https://www.selecthub.com/c/live-chat-software/) Show more ### Head-to-Head Comparison ![Zendesk Software Tool]() ![Freshdesk Software Tool]() [Zendesk VS Freshdesk](https://www.selecthub.com/help-desk-software/zendesk-vs-freshdesk/) ![Zendesk Software Tool]() ![HappyFox Software Tool]() [Zendesk VS HappyFox](https://www.selecthub.com/help-desk-software/zendesk-vs-happyfox/) ![Zendesk Software Tool]() ![Help Scout Software Tool]() [Zendesk VS Help Scout](https://www.selecthub.com/help-desk-software/zendesk-vs-help-scout/) ![Zendesk Software Tool]() ![Jitbit Software Tool]() [Zendesk VS Jitbit](https://www.selecthub.com/help-desk-software/zendesk-vs-jitbit/) ![Zendesk Software Tool]() ![Kayako Software Tool]() [Zendesk VS Kayako](https://www.selecthub.com/help-desk-software/zendesk-vs-kayako/) ![Zendesk Software Tool]() ![LiveAgent Software Tool]() [Zendesk VS LiveAgent](https://www.selecthub.com/help-desk-software/zendesk-vs-liveagent/) ![Zendesk Software Tool]() ![ServiceNow Software Tool]() [Zendesk VS ServiceNow](https://www.selecthub.com/help-desk-software/zendesk-vs-servicenow/) ![Zendesk Software Tool]() ![Spiceworks Software Tool]() [Zendesk VS Spiceworks](https://www.selecthub.com/help-desk-software/zendesk-vs-spiceworks/) ![Zendesk Software Tool]() ![TeamSupport Software Tool]() [Zendesk VS TeamSupport](https://www.selecthub.com/help-desk-software/zendesk-vs-teamsupport/) ![Zendesk Software Tool]() ![Teamwork Desk Software Tool]() [Zendesk VS Teamwork Desk](https://www.selecthub.com/help-desk-software/zendesk-vs-teamwork-desk/) ![Zendesk Software Tool]() ![Vision Helpdesk Software Tool]() [Zendesk VS Vision Helpdesk](https://www.selecthub.com/help-desk-software/zendesk-vs-vision-helpdesk/) ![Zendesk Software Tool]() ![Zoho Desk Software Tool]() [Zendesk VS Zoho Desk](https://www.selecthub.com/help-desk-software/zendesk-vs-zoho-desk/) **About SelectHub (and our data)** We’re the employee-owned Austin-based startup democratizing software data so you can make your decisions in an influence-free zone. Our market data is crowdsourced from our user-base of 100,000+ companies. WE DISTILL IT INTO REAL REQUIREMENTS, COMPARISON REPORTS, PRICE GUIDES and more... ![SelectHub Products Reporting and Analytics]() [Build Your Requirements](https://pmo.selecthub.com/help-desk-software-requirements-onsite/) ![SelectHub Products Cost and Pricing Guide]() [Get Your Free Comparison Report](https://pmo.selecthub.com/request-custom-scorecard/?category=Help%20Desk%20Software) **Tier 1:** Fully/moderately supported out-of-the-box allowing for quick and easy deployment. Fully or moderately supported out-of-the-box with industry-leading capabilities and is immediately available after installation without needing any add-ons, integrations, or custom development. **Tier 2:** Supported with workarounds or add-ons that may require additional costs. Not directly available in the software, but can be accomplished using other built-in features, workarounds, or add-ons/products from the vendor with or without any additional cost. **Tier 3:** Requires partner integrations or custom development that is often at an additional cost. Requires additional integrations, plugins, marketplace applications from a third-party vendor, or custom development using the APIs, libraries, extensions, and development framework supported by the software, with or without any additional cost. 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