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Compare Helpdesk 365 and Zendesk Support Suite 
At a Glance
Market Segments
Mid-Market (75.9% of reviews)
Mid-Market (45.4% of reviews)
Entry-Level Pricing
Starting at $11.99
$19.00 1 user per month billed annually
Helpdesk 365
Star Rating
(151)4.7 out of 5
Market Segments
Mid-Market (75.9% of reviews)
Entry-Level Pricing
Starting at $11.99
Browse all 4 pricing plansZendesk Support Suite
Star Rating
(6,220)4.3 out of 5
Market Segments
Mid-Market (45.4% of reviews)
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zendesk Support Suite excels in its ticketing system, with a score of 9.0, while Helpdesk 365 follows closely with a score of 9.7. Reviewers mention that the ticket creation user experience in Zendesk is rated at 8.8, which is slightly lower than Helpdesk 365's 8.9, indicating a more streamlined process in the latter.
- Reviewers mention that Helpdesk 365 shines in its quality of support, achieving a remarkable score of 9.8 compared to Zendesk's 8.4. Users on G2 highlight the responsiveness and helpfulness of Helpdesk 365's support team, making it a preferred choice for those needing reliable assistance.
- G2 users report that Helpdesk 365 offers superior ease of setup with a score of 9.4, while Zendesk Support Suite scores 7.9. Users say that the straightforward onboarding process of Helpdesk 365 significantly reduces the time to get started, which is a crucial factor for many businesses.
- Users report that Helpdesk 365's reporting and analytics features are highly praised, scoring 9.7, while Zendesk's features score 8.3. Reviewers mention that the detailed dashboards and trend analysis in Helpdesk 365 provide better insights into customer interactions and support performance.
- Reviewers mention that Zendesk Support Suite has a more robust customer and contacts database, scoring 8.2 compared to Helpdesk 365's 7.7. Users say that this feature allows for better management of customer relationships and tracking of interactions over time.
- Users on G2 report that Helpdesk 365's automation features, including intelligent routing and seamless escalation, score 8.7, while Zendesk's automation features score 8.6. Reviewers mention that the automation capabilities in Helpdesk 365 help streamline workflows and improve response times significantly.
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Pricing
Entry-Level Pricing
Helpdesk 365
Standard
Starting at $11.99
per user / month, billed yearly
- 25 ticket requesters
- 2 Support tickets per year
- Free updates via Microsoft store
Zendesk Support Suite
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Helpdesk 365
Free Trial is available
Zendesk Support Suite
Free Trial is available
Ratings
Meets Requirements
9.3
58
8.6
4,808
Ease of Use
9.5
149
8.5
4,851
Ease of Setup
9.4
113
7.9
2,917
Ease of Admin
9.0
25
8.2
2,944
Quality of Support
9.7
57
8.4
4,497
Has the product been a good partner in doing business?
9.3
25
8.4
2,868
Product Direction (% positive)
9.8
58
7.9
4,463
Features by Category
Ticket and Case Management
9.1
9
8.8
2266
|
Verified
8.7
9
8.7
2282
|
Verified
9.2
8
8.5
2207
|
Verified
9.0
8
8.4
2054
|
Verified
9.4
8
8.1
1642
|
Verified
8.7
9
8.4
2119
|
Verified
9.2
8
8.6
2106
|
Verified
8.3
7
8.2
1573
|
Verified
Generative AI
Not enough data
7.2
136
Not enough data
7.2
139
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
9.0
8
8.4
1784
|
Verified
8.9
9
8.8
2030
|
Verified
7.2
9
8.4
1448
|
Verified
7.1
8
8.0
1153
|
Verified
6.9
7
8.1
1037
|
Verified
Platform
8.7
9
7.7
1126
|
Verified
9.1
9
8.0
1494
|
Verified
9.6
9
8.2
1694
|
Verified
8.3
9
8.1
1485
|
Verified
8.7
9
7.8
2084
|
Verified
8.3
9
7.9
2153
|
Verified
Administration
9.7
5
8.4
193
|
Verified
8.3
5
7.9
174
|
Verified
9.7
5
8.3
221
|
Verified
Service Desk
9.7
5
9.0
250
|
Verified
9.7
5
8.7
226
|
Verified
9.7
5
8.6
214
|
Verified
Management
8.7
5
8.3
186
|
Verified
9.7
5
8.4
187
|
Verified
9.0
5
8.3
176
|
Verified
8.0
5
8.0
136
|
Verified
8.0
5
8.2
129
Functionality
9.7
5
9.0
201
|
Verified
9.0
5
8.5
165
7.7
5
8.4
173
|
Verified
8.7
5
8.6
183
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
8.1
580
Not enough data
7.9
561
Not enough data
8.2
623
Knowledge Management
Not enough data
8.6
764
Not enough data
8.2
614
Not enough data
7.8
666
Compliance
Not enough data
8.3
544
Not enough data
8.2
506
Not enough data
8.2
509
Not enough data
8.0
481
Customer Support
Not enough data
8.0
625
Not enough data
7.8
601
Not enough data
7.8
436
Data Security
Not enough data
8.1
449
Not enough data
8.1
451
Not enough data
8.3
542
Not enough data
8.5
488
Administration
Not enough data
8.2
635
Not enough data
8.3
746
Not enough data
8.6
750
Generative AI
Not enough data
Feature Not Available
Usability
Not enough data
8.3
599
Not enough data
8.3
594
Not enough data
8.3
565
Reporting
Not enough data
8.3
524
Not enough data
7.9
498
Not enough data
8.1
578
Generative AI
Not enough data
7.1
117
Not enough data
7.0
116
Responses
Not enough data
8.1
40
Not enough data
8.6
47
Not enough data
8.3
48
Automation - AI Agents
Not enough data
6.1
6
Not enough data
6.4
6
Not enough data
6.4
6
Not enough data
6.4
6
Not enough data
6.4
6
Platform
Not enough data
8.3
48
Not enough data
8.4
46
Not enough data
8.4
42
Autonomy - AI Agents
Not enough data
6.1
6
Not enough data
6.1
6
Not enough data
6.1
6
Not enough data
6.4
6
Generative AI
Not enough data
7.6
12
Not enough data
8.0
11
Responses
Not enough data
8.1
405
Not enough data
8.0
402
Not enough data
8.3
389
Not enough data
8.1
387
Not enough data
8.1
295
Platform
Not enough data
8.6
409
Not enough data
8.2
406
Not enough data
8.2
402
Not enough data
8.2
402
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.3
394
Generative AI
Not enough data
8.1
53
Not enough data
7.9
52
Conversational Platform
Not enough data
8.1
773
Not enough data
8.2
632
Not enough data
8.1
599
Not enough data
8.1
666
Support Automation
Not enough data
8.1
634
Not enough data
8.2
677
Not enough data
8.4
630
Not enough data
8.0
708
Generative AI
Not enough data
7.6
124
Not enough data
7.7
124
Messaging Channels
Not enough data
7.6
64
Not enough data
9.0
156
Not enough data
8.3
78
Not enough data
8.4
86
Administration
Not enough data
8.1
92
Not enough data
8.9
140
Not enough data
8.2
97
Not enough data
8.4
129
Customer Support
Not enough data
7.2
26
Not enough data
6.2
21
Not enough data
7.4
26
Automation
Not enough data
7.4
25
Not enough data
8.1
25
Not enough data
7.5
26
Artificial Intelligence
Not enough data
7.1
26
Not enough data
7.1
27
Not enough data
6.9
27
Generative AI
Not enough data
Feature Not Available
Not enough data
7.5
78
Not enough data
Feature Not Available
Communication
Not enough data
8.6
796
|
Verified
Not enough data
8.4
814
|
Verified
Not enough data
8.0
571
Not enough data
8.4
592
|
Verified
Not enough data
7.9
372
Internal Use
9.1
9
8.0
1494
|
Verified
Not enough data
8.4
704
|
Verified
Not enough data
8.0
505
Not enough data
8.4
752
Not enough data
8.6
679
|
Verified
Not enough data
8.2
706
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
Not enough data
8.5
1426
Not enough data
8.4
1363
Not enough data
8.0
954
Not enough data
7.7
577
Not enough data
7.9
709
Self-Service Platform
Not enough data
8.2
757
Not enough data
8.2
772
Not enough data
7.6
589
Not enough data
8.1
735
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
6.6(won by default)
40
Not enough data
6.6(won by default)
41
Process
Not enough data
8.4(won by default)
526
Not enough data
9.0(won by default)
702
Not enough data
8.8(won by default)
651
Channels
Not enough data
9.0(won by default)
701
Not enough data
8.3(won by default)
547
Not enough data
8.7(won by default)
525
Not enough data
8.2(won by default)
447
Not enough data
8.3(won by default)
383
Insight
Not enough data
8.1(won by default)
501
Not enough data
8.3(won by default)
612
Not enough data
8.4(won by default)
524
Not enough data
8.7(won by default)
631
Generative AI
Not enough data
7.5
52
Not enough data
7.5
51
Automation - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
IT Ticket Management - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
IT Support Automation - AI IT Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Conversational AI - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Google Workspace Communication Tools
Not enough data
Not enough data
Agentic AI - Google Workspace for Sales
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
8.9
31
Not enough data
9.4
31
Not enough data
9.2
31
Not enough data
9.0
29
Not enough data
9.1
29
Not enough data
Reporting
9.1
30
Not enough data
8.7
29
Not enough data
8.5
29
Not enough data
Access & Usability
8.3
29
Not enough data
9.0
31
Not enough data
9.1
29
Not enough data
8.8
28
Not enough data
Agentic AI - Service Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Helpdesk 365 and Zendesk Support Suite are categorized as IT Service Management (ITSM) Tools, Help Desk, and Customer Self-Service
Unique Categories
Helpdesk 365 is categorized as Service Desk
Zendesk Support Suite is categorized as Conversational Commerce Platforms, Live Chat, Chatbots, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, Conversational Support, Complaint Management, Customer Service Automation, Contact Center Knowledge Base, Digital Customer Service Platforms, AI IT Agents, Genesys AppFoundry Marketplace, Google Workspace for Sales, Google Workspace Communication Tools, Social Customer Service, and Proactive Notification
Reviews
Reviewers' Company Size
Helpdesk 365
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk Support Suite
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Insurance
15.9%
Computer & Network Security
10.6%
Information Technology and Services
7.9%
Computer Software
6.6%
Education Management
4.0%
Other
55.0%
Computer Software
14.1%
Information Technology and Services
12.5%
Financial Services
5.8%
Retail
4.9%
Consumer Services
4.4%
Other
58.2%
Most Helpful Reviews
Helpdesk 365
Most Helpful Favorable Review
Verified User in Facilities Services
Flexable , Exellenat support, nice features
Most Helpful Critical Review
Verified User in Environmental Services
Screens don't always load properly. Certain features do not work for us like transferring a ticket.
Zendesk Support Suite
Most Helpful Favorable Review
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Most Helpful Critical Review
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Verified User in Facilities Services
Flexable , Exellenat support, nice features
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Verified User in Environmental Services
Screens don't always load properly. Certain features do not work for us like transferring a ticket.
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Alternatives
Discussions
What is HR365 - Helpdesk used for?
1 comment
Official Response from Helpdesk 365
HR365 - Helpdesk is a comprehensive ticketing solution designed for employee support, IT service management, and customer service—both within and outside...Read more
Helpdesk 365 has no more discussions with answers
Zendesk is a popular customer service platform known for its user-friendly interface and robust features. It is generally well-regarded for its ability to streamline customer support processes, offering tools for ticketing, live chat, and customer engagement. However, its effectiveness can vary depending on the specific needs and size of a business. It's recommended to evaluate its features against your requirements to determine if it's a good fit for you.
8 comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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