Zendesk Suite vs Help Scout
Compare Zendesk Suite and Help Scout on features, pricing, and buyer fit using the same researched criteria.
Zendesk Suite
Enterprise helpdesk and Suite omnichannel — Support Team from $19/agent/mo annual; Suite Team $55, Suite Pro $115.
Best for
- • Enterprise omnichannel helpdesk
- • SLA/routing at Suite depth
Starting from $19.00/user/mo
No free plan
VS
Our verdict
No universal winner. Choose based on which criteria matter most for your team.
Zendesk Suite is better for
- ✓ Ticketing depth
- ✓ Live chat
- ✓ Omnichannel inbox
- ✓ SLA & routing
Help Scout is better for
- ✓ Free plan
Tie
- • Knowledge base
Choose Zendesk Suite if: Enterprise omnichannel helpdesk
Choose Help Scout if: SMB email-first shared inbox
Help Scout
SMB shared inbox and helpdesk — free for up to 5 users; Standard $25, Plus $45, Pro $75 user/mo annual.
Best for
- • SMB email-first shared inbox
- • Teams that will use the free 5-user tier
Starting from $0.00/user/mo
Free plan available
Feature comparison
Grouped feature support from verified product research for Zendesk Suite and Help Scout.
Capabilities
| Feature | Zendesk Suite | Help Scout | Winner |
|---|---|---|---|
| Ticketing | Strong | Strong | Tie |
| Shared inbox | Strong | Strong | Tie |
| Live chat | Strong | Strong | Tie |
| Knowledge base | Strong | Strong | Tie |
| Omnichannel inbox | Strong | Moderate | Zendesk Suite |
| SLA & routing | Strong | Strong | Tie |
| Macros & automation | Strong | Strong | Tie |
| Self-service portal | Strong | Strong | Tie |
| CSAT / satisfaction surveys | Strong | Strong | Tie |
| Helpdesk reporting | Strong | Strong | Tie |
| Ecommerce helpdesk | Limited | Limited | Tie |
| ITSM / service desk | Limited | Limited | Tie |
| Chatbot / AI agent | Strong | Moderate | Zendesk Suite |
| Agent copilot | Strong | Moderate | Zendesk Suite |
| Phone support | Strong | Limited | Zendesk Suite |
| Helpdesk integrations | Strong | Strong | Tie |
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