Zendesk vs Help Scout: which one will really boost your customer experience?
When it comes to customer support tools, Zendesk and Help Scout are the two solutions renowned for their efficiency. So support teams are often faced with a dilemma: which one offers the best experience for agents, the support team, and above all for customers?
Whether you're looking for a smooth workflow, an intuitive interface, easy integrations with your other tools, or omnichannel support that centralizes tickets, chats, and social messages, this comparison will help you identify the solution that best suits your needs.
👉 We'll review the features, pricing plans, self-service options, and efficiency of each suite so you can make an informed decision.
What is Zendesk?
Zendesk overview
Zendesk is a complete customer support solution, designed for teams who want to centralize all conversations with their customers. This tool lets you manage tickets, chat, emails and social messages from a single interface.
🎯 Suitable for small teams and large enterprises alike, Zendesk offers seamless omnichannel support, with automation and customization workflow options that simplify agents' day-to-day work.
With Zendesk, your support team can respond quickly, track every ticket and deliver a consistent customer experience across all channels. Companies that adopt Zendesk appreciate its integrated knowledge base, self-service options, and integrations with a multitude of third-party solutions.
Zendesk's key features
Before detailing the key features, it's important to understand that Zendesk isn't just a ticket management tool. It is positioned as a comprehensive suite capable of transforming the way your support team interacts with customers. Each feature is designed to optimize response, reduce processing time and improve the overall experience .
Here are the features that differentiate Zendesk on the support tools market:
- ticket management: centralization of customer requests and tracking of ticket lifecycles;
- live chat: real-time support for customers on the website or via the application;
- omnichannelsupport: integration of email, chat, social networks and telephone into a single interface;
- knowledge base and self-service: articles and FAQs to reduce incoming tickets;
- automation and customized workflow: automatic ticket assignment, alerts and reminders for agents;
- reporting and analytics: monitor team performance and customer satisfaction indicators;
- third-party integrations: CRM, marketing tools and other software for seamless management.
Advantages and disadvantages of Zendesk
Before listing the advantages and disadvantages, it's worth remembering that Zendesk shines for its power and flexibility, but this richness may require a getting-to-know-you phase for less technical teams. The choice between advantages and disadvantages often depends on the size of your business and the pricing plan you choose.
✅ Here's what users appreciate most about Zendesk:
- efficient omnichannel support, centralizing all communication channels ;
- customizable interface to adapt workflows to team needs ;
- advanced automation to reduce agents' manual workload;
- comprehensive knowledge base and self-service, reducing repetitive tickets;
- extensive integrations with other management and marketing tools.
❌ And here are the points that can cause problems:
- learning curve for new teams due to rich functionality ;
- high cost, especially when considering per-agent subscriptions for large teams ;
- some advanced features require higher plans, which may limit the start-up option;
- notifications and alerts can sometimes be too numerous if the workflow is not optimized.
What is Help Scout?
Help Scout overview
Help Scout is a customer support tool designed for teams who want to offer their customers a simple, human experience. Unlike some complex suites, Help Scout focuses on the conversation, with a clear interface and accessible self-service options. Agents can manage tickets, chat, and even some social messages, while remaining focused on customer satisfaction.
🎯 Help Scout is particularly aimed at companies that want an agile support team, with efficient functionality but without workflow overload. The solution also offers a variety of integrations and automations to simplify the day-to-day management of requests.
Help Scout's key features
Before listing the key functionalities, it should be stressed that Help Scout focuses on simplicity and ergonomics. Each feature aims to make support more human, rapid and consistent, whether for agents or customers.
Here are the key features of Help Scout that make it a behemoth of customer support:
- ticket management: clear tracking of incoming requests and complete conversation history;
- live chat: real-time communication with customers directly from the interface;
- shared box: enables the whole team to view and manage tickets efficiently;
- knowledge base and self-service: articles and guides available to customers to reduce the number of tickets;
- simple automation: ticket assignment and reminders to keep workflow organized;
- reporting and analytics: track team performance and satisfaction indicators;
- third-party integrations: connect Help Scout with your CRM, marketing tools and other business solutions.
Help Scout
Advantages and disadvantages of Help Scout
Before detailing the pros and cons, it's worth remembering that Help Scout's appeal lies in its simplicity and intuitive interface, but some advanced features may be less robust than those of Zendesk. The choice will depend above all on your needs for omnichannel support and workflow customization.
✅ Strengths often cited by users:
- intuitive, easy-to-learn interface for new teams ;
- focus on conversation: fluid, customer-centric communication;
- efficient self-service options to reduce the load on agents;
- light automation for simple workflows;
- competitive pricing and flexible plans tailored to small and medium-sized businesses.
❌ Limitations to be aware of before choosing:
- fewer advanced features for omnichannel support compared to Zendesk ;
- more limited third-party integrations for specific business tools ;
- less customizable automations and workflows for large teams ;
- some companies may find ticket tracking less comprehensive than on Zendesk.
Zendesk vs Help Scout: compare features
| Functionality | Zendesk | Help Scout |
| Ticket management | Multi-channel centralization, complete history, automatic assignment | Simple interface, clear ticket tracking, less customization |
| Live chat | Integrated chat, automatic replies, predictive chat | Real-time chat, easy to configure, simple notifications |
| Omnichannel support | Email, chat, phone, social, full integration | Email and chat mainly, limited social |
| Knowledge base / Self service | Articles, FAQs, advanced guides, powerful search engine | Simple articles and guides, intuitive navigation |
| Automation and workflow | Advanced automation, customizable workflows, alerts, complex rules | Simple automation, basic rules, limited workflow |
| Reporting and analytics | Full dashboard, KPI tracking, agent performance | Basic statistics, customer satisfaction tracking |
| Third-party integrations | CRM, marketing tools, open API, full suite | Limited number of integrations, API available but less flexible |
| Notifications and alerts | Advanced settings, contextual notifications | Simple notifications, less control over alerts |
| Team collaboration | Ticket sharing, mentions, team performance tracking | Simple ticket sharing and assignment, fewer advanced options |
| Interface and customization | Highly customizable, widgets, colors, layout | Clear interface, limited customization, emphasis on simplicity |
Ticket management
Zendesk centralizes all tickets from different channels: email, chat, phone or social, and offers full tracking with:
- history,
- automatic assignment
- and prioritization of requests.
Agents can add internal notes, track progress, and integrate customized workflows for optimal management.
Help Scout is all about simplicity: tickets are easy to view and process, with a clear history and simple assignment options. Ideal for teams looking for fluid management without complexity, but with fewer advanced workflow and automation options.
Live chat
Live chat is an essential channel for providing rapid support and improving the customer experience.
Zendesk offers integrated chat with :
- automatic responses,
- predictive triggers,
- and prioritization of conversations according to ticket importance.
It also enables agents to be tracked in real time and support performance data to be collected.
Help Scout offers clear, direct chat, easy to configure and use by agents, with simple notifications so you don't miss a thing. Less advanced than Zendesk in terms of automation, but sufficient for small and medium-sized teams.
Omnichannel support
Omnichannel support is one of Zendesk's strong points. All tickets and messages from different channels are centralized in a single interface. This facilitates :
- collaboration between agents,
- follow-up of conversations,
- and consistency of customer experience across all contact points.
Help Scout offers multi-channel support, but is limited to email and chat in most cases. Social support is partial, and agents have less control over workflows and automation between channels.
Knowledge base and self-service
Zendesk and Help Scout enable the creation of a knowledge base for self-service, reducing the volume of repetitive tickets.
Zendesk offers :
- detailed articles,
- advanced guides,
- dynamic FAQs,
- and a powerful search engine.
Customers can find answers without contacting agents, improving the overall experience.
Help Scout focuses on simplicity:
- accessible articles and guides,
- intuitive interface,
- and easy navigation for customers.
Fewer advanced features than Zendesk, but perfect for a support team that wants simple, efficient self-service.
Automation and workflow
Automations and workflows save time and organize agents' work better.
Zendesk offers :
- complex rules,
- automatic ticket assignment,
- customizable alerts,
- advanced workflow options for each channel.
This reduces the manual workload and improves the consistency of responses.
Help Scout offers simple automations , sufficient for small teams or standard solutions. Workflows are less customizable, but the tool remains intuitive and quick to set up to manage tickets and conversations efficiently.
Zendesk vs Help Scout: compare prices
Before choosing your support software, it's essential to compare the pricing plans and features included in each offering. Both Zendesk and Help Scout offer per-agent pricing, with options to suit both small teams and larger companies .
| Plan | Zendesk Suite | Help Scout |
| Free | ❌ Not available | Yes, Free:
|
| Basic | Support Team - from €19/month:
|
Standard - from €42.65/month:
|
| Intermediary | Suite Team - from €55/month:
|
Plus - from €63.97/month:
|
| Advanced / Pro | Suite Professional - from €115/month:
|
On request |
| Complete | Team Suite/month - from €169:
|
On request |
Zendesk vs Help Scout: which interface is more intuitive?
Before choosing a support tool, it's crucial to evaluate the interface and ease of use for your agents. A good interface reduces training time, makes it easier to navigate between tickets, conversations and different channels, and enables the support team to be more efficient right from the start.
| Criteria | Zendesk | Help Scout |
| Getting started | Average, feature-rich, requires training | Fast, intuitive, ideal for small teams |
| Ergonomics / navigation | Complete interface, multiple menus, customizable dashboards | Streamlined interface, simple navigation, focus on conversations |
| Customization | Widgets, colors, layout, dashboards, advanced roles | Limited customization, colors and custom fields possible |
| Mobile accessibility | iOS & Android mobile apps, full ticket support | iOS & Android mobile apps, main functionalities accessible |
| Complexity | High, power vs. simplicity | Low, simplicity vs advanced features |
🔎 Analysis
- Zendesk offers a rich, modular interface. Agents can customize dashboards, widgets and roles to suit their workflow. However, this power means a longer learning curve, especially for new teams. Navigating between tickets, channels and reporting may seem complex at first, but it offers great flexibility for large teams or omnichannel solutions.
- Help Scout focuses on simplicity and ergonomics. The interface is intuitive, conversation-centric, with clear menus and few distractions. Agents can quickly manage tickets and use chat or self-service without lengthy training. Customization is more limited than Zendesk, but the experience is fluid, even on mobile.
Zendesk vs. Help Scout: compare integrations
The better a solution integrates with your IT or CRM stack, the more it becomes a central pillar of your software architecture. For IT managers or tech decision-makers, the breadth of the integration catalog, ease of configuration and depth of automation are key criteria.
👉 Number of available integrations
- Zendesk: ⭐⭐⭐⭐⭐
Over 1,300 integrations via the Zendesk Marketplace. Out-of-the-box connections with Salesforce, HubSpot, Slack, Shopify, Aircall, Zoom, Microsoft Teams, and many more. Zendesk integrates easily with the majority of business solutions, including ticketing and communication tools, making it an ideal choice for an omnichannel support team.
- Help Scout: ⭐⭐⭐⭐☆
Hundreds of connectors available via Help Scout's API and App Directory. Native integrations with Salesforce, HubSpot, Slack, Zapier, and some marketing tools. Less extensive than Zendesk, but sufficient for teams wishing to centralize tickets, conversations and customer data without complexity.
👉 Ease of configuration
- Zendesk: ⭐⭐⭐☆☆
Comprehensive documentation and practical guides, but some advanced integrations may require technical skills, especially when interacting with complex workflows, triggers or automations. Not always total plug & play, but still accessible to IT and tech support teams.
- Help Scout: ⭐⭐⭐⭐☆
Simple configuration for most integrations via App Directory and Zapier. Little technical complexity, ideal for agents or small teams who want to connect their tool quickly to their CRM or other business solutions.
👉 Customization and automation
- Zendesk: ⭐⭐⭐⭐☆
Ability to link integrations to triggers, macros, alerts, conditional SLAs, and custom workflows. Perfect for automating advanced use cases and optimizing agent productivity.
- Help Scout: ⭐⭐⭐☆☆
More basic automation, limited to certain rules and triggers. Ideal for simple workflows and small teams, but less suitable for orchestrating complex multi-tool processes.
💡 Conclusion
- Zendesk takes the lead on quantity of integrations and advanced automation capability, making it an excellent choice for agile or product-oriented teams, or those needing full omnichannel support.
- Help Scout remains a solid solution for small teams or companies looking for a simple interface, fast integrations and a light workflow, without technical complexity.
When to choose Zendesk or Help Scout?
Choosing the right support tool isn't just about features or price: you also need to consider your specific needs, the size of your support team, and the workflows you want to implement. Both Zendesk and Help Scout have strengths tailored to specific use cases.
Typical use cases for Zendesk
For companies looking for comprehensive omnichannel support and advanced options, Zendesk is often the most suitable solution. Thanks to its automations, customizable interface, and ability to centralize all tickets and conversations, Zendesk is particularly suited to teams with complex needs.
Choose Zendesk for :
- advanced multi-channel management: integrated email, chat, phone and social ;
- large teams requiring rigorous organization and personalized roles;
- companies requiring automated workflows and complex triggers;
- detailed performance monitoring via customized reports and dashboards;
- full self-service implementation with knowledge base and advanced articles;
- companies looking for extensive integrations with CRM, marketing tools and other business solutions.
Typical use cases for Help Scout
Help Scout is ideal for teams who value simplicity, fast learning curve and conversation-focused support. Its lightweight structure and intuitive interface enable efficient ticket and chat management, without the complexity of advanced workflows.
Help Scout is the optimal choice for :
- small and medium-sized teams looking for a clear, easy-to-use interface ;
- companies that want to offer simple self-service via articles and guides;
- organizations that don't need complex workflows or multiple automations;
- efficient chat and email management without overloading agents;
- startups or product-oriented teams who want a solution that's quick to deploy;
- simple integration with CRM or essential business tools, without the need for advanced technical skills.
Zendesk or Help Scout, which solution for your support team?
Choosing the right support tool depends above all on the size of your support team, your omnichannel support needs and the complexity of your workflows. Zendesk and Help Scout each have their strengths and are suited to different contexts.
📌 Zendesk is the obvious choice for teams who need a comprehensive suite capable of centralizing all tickets, chats and social messages, with advanced automation options , personalization workflows and detailed reporting. Larger companies or those that want to offer a consistent customer experience across all channels will find Zendesk a powerful and flexible tool, even if the pricing plan can be high and getting to grips with it more complex.
📌 Help Scout, on the other hand, is ideal for small and medium-sized teams who prioritize simplicity, an intuitive interface and rapid conversation management. With its efficient self-service and simple integrations, Help Scout enables agents to focus on customer support without technical complexity. The pricing plan remains attractive for startups or product-oriented teams.
Choose Zendesk if you need advanced omnichannel support, customized workflows and numerous integrations. Choose Help Scout if you prefer an intuitive interface, simple processes, efficient chat and accessible self-service for your customers.
FAQ - Zendesk vs Help Scout
Which software offers the best omnichannel support?
Zendesk is renowned for its comprehensive omnichannel support, centralizing email, chat, phone and social messages in a single interface. Help Scout offers more limited multi-channel support, ideal for small teams or simple workflows.
Which software is simpler for agents?
Help Scout offers an intuitive, easy-to-learn interface, reducing the learning curve for agents. The more powerful Zendesk requires a little more training, but offers advanced workflows and automation.
Do both tools offer self-service options?
Yes, both Zendesk and Help Scout offer a self-service knowledge base. Zendesk offers detailed articles and an advanced search engine, while Help Scout focuses on simplicity and accessibility for your customers.
Which software is best suited to small teams or startups?
Help Scout is particularly well suited to small teams or startups, thanks to its simple interface, affordable plans and rapid configuration. Zendesk is better suited to larger teams requiring multi-channel centralization and customized solutions.
Which software offers the best integrations?
Zendesk offers over 1,300 integrations via the Marketplace, including CRM, marketing tools and communication platforms. Help Scout offers solid but fewer integrations, sufficient to effectively manage tickets and conversations in a simple environment.
Can you manage conversations and tickets effectively with these tools?
Yes, both tools allow you to manage tickets, track conversations and assign tasks to agents. Zendesk excels in complex workflows and advanced automation, while Help Scout focuses on simplicity and efficiency for teams who want to keep things lean.
Article translated from French