Help Scout vs Zoho Desk
Compare Help Scout and Zoho Desk on features, pricing, and buyer fit using the same researched criteria.
Help Scout
SMB shared inbox and helpdesk — free for up to 5 users; Standard $25, Plus $45, Pro $75 user/mo annual.
Best for
- • Email-first SMB shared inbox
- • Docs / knowledge-base emphasis
Starting from $0.00/user/mo
Free plan available
VS
Our verdict
No universal winner. Choose based on which criteria matter most for your team.
Help Scout is better for
- ✓ Knowledge base
Zoho Desk is better for
- ✓ Ticketing depth
- ✓ Live chat
- ✓ Omnichannel inbox
- ✓ SLA & routing
Tie
- • Free plan
- • Ecommerce helpdesk
- • AI features
Choose Help Scout if: Email-first SMB shared inbox
Choose Zoho Desk if: Lower paid per-agent floors at team scale
Zoho Desk
Budget helpdesk in the Zoho suite — free 3 agents; Express $7, Standard $14, Professional $23, Enterprise $40 agent/mo annual.
Best for
- • Lower paid per-agent floors at team scale
- • Zoho suite buyers
Starting from $0.00/user/mo
Free plan available
Feature comparison
Grouped feature support from verified product research for Help Scout and Zoho Desk.
Capabilities
| Feature | Help Scout | Zoho Desk | Winner |
|---|---|---|---|
| Ticketing | Strong | Strong | Tie |
| Shared inbox | Strong | Strong | Tie |
| Live chat | Strong | Strong | Tie |
| Knowledge base | Strong | Strong | Tie |
| Omnichannel inbox | Moderate | Strong | Zoho Desk |
| 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 | Moderate | Strong | Zoho Desk |
| Agent copilot | Moderate | Strong | Zoho Desk |
| Phone support | Limited | Strong | Zoho Desk |
| Helpdesk integrations | Strong | Strong | Tie |
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