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Customer Support

Zendesk Support Suite vs Help Scout

Which customer support tool is right for you? Compare features, pricing, and user reviews to make the best choice.

Z

Zendesk Support Suite

★4.3 • 6,200 reviews

Customer support teams from SMB to enterprise that need a scalable omnichannel help desk with strong automation, self-service, and a large integration ecosystem.

Full ReviewVisit Site
Starting at $55/agent/month
H

Help Scout

★4.4 • 4,200 reviews

Customer support teams at SMBs and mid-market companies that want an email-first shared inbox with a clean UX, strong self-service (knowledge base), and lightweight automation—without the complexity of enterprise service-desk tools.

Full ReviewVisit Site
Starting at $20/user/month

Side-by-Side Comparison

FeatureZendesk Support SuiteHelp Scout
Pricing$55/agent/month$20/user/month
G2 Rating4.3 (6,200 reviews)4.4 (4,200 reviews)
Capterra Rating4.44.6
Best ForCustomer support teams from SMB to enterprise that need a scalable omnichannel help desk with strong automation, self-service, and a large integration ecosystem.Customer support teams at SMBs and mid-market companies that want an email-first shared inbox with a clean UX, strong self-service (knowledge base), and lightweight automation—without the complexity of enterprise service-desk tools.

Pros & Cons

Zendesk Support Suite

Pros

  • + Mature, widely adopted platform with strong ticketing and omnichannel capabilities
  • + Powerful automation/routing options and customizable workflows
  • + Robust knowledge base and self-service features to deflect tickets
  • + Large marketplace of apps/integrations and solid API support

Cons

  • − Costs can rise quickly with higher tiers, add-ons, and per-agent pricing
  • − Setup and ongoing administration can be complex for smaller teams
  • − Some advanced features (analytics, governance, customization) are gated behind higher plans

Help Scout

Pros

  • + Intuitive, fast shared-inbox experience that’s easy to adopt
  • + Strong knowledge base and in-app help widget for deflection
  • + Good collaboration features (notes, assignments, collision detection)
  • + Solid integrations and API for connecting to CRM/product tools

Cons

  • − Advanced workflows, analytics, and admin controls can be limited vs. larger suites
  • − Pricing and packaging can be less flexible as teams scale
  • − Not a full ITSM/service-desk platform (limited ticketing/asset/SLAs compared to ITSM tools)

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