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Compare Helpshift and Zendesk Support Suite 
At a Glance
Market Segments
Mid-Market (62.5% of reviews)
Mid-Market (45.4% of reviews)
Entry-Level Pricing
Starting at $150.00 Per Month
$19.00 1 user per month billed annually
Helpshift
Star Rating
(380)4.3 out of 5
Market Segments
Mid-Market (62.5% of reviews)
Entry-Level Pricing
Starting at $150.00 Per Month
Browse all 3 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, making it a preferred choice for organizations that prioritize efficient ticket management. In contrast, Helpshift also offers a solid ticketing experience but scores slightly lower at 8.5.
- Reviewers mention that Helpshift shines in its customization capabilities, achieving a score of 9.0 for response customization, which allows businesses to tailor their customer interactions more effectively than Zendesk's score of 8.1 in the same area.
- G2 users highlight that Zendesk's live chat feature is robust, scoring 8.6, while Helpshift outperforms with a score of 9.4, indicating a superior live chat experience that users find more engaging and effective.
- Users on G2 report that Helpshift's mobile optimization is a standout feature, scoring 9.2, which is significantly higher than Zendesk's score of 7.7, making Helpshift a better option for businesses focusing on mobile customer support.
- Reviewers mention that Zendesk's automation features, with a score of 8.6, are effective for streamlining workflows, but Helpshift's automation capabilities score higher at 8.5, indicating a slight edge in automating customer interactions.
- Users say that both platforms offer strong analytics capabilities, but Zendesk's reporting features score 8.3, while Helpshift's analytics are rated slightly lower at 7.7, suggesting that Zendesk may provide more comprehensive insights for users.
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Pricing
Entry-Level Pricing
Helpshift
Starter
Starting at $150.00
Per Month
Get started quickly with our Starter package of Mobile-First Customer Service Platform.
All packages come with 1,000 issues per month to get you started.
- Web & Mobile In-App Messaging
- Web & Mobile In-App Help Center
- Mobile SDK Integration
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
Helpshift
Free Trial is available
Zendesk Support Suite
Free Trial is available
Ratings
Meets Requirements
8.7
294
8.6
4,808
Ease of Use
8.8
294
8.5
4,851
Ease of Setup
8.2
138
7.9
2,917
Ease of Admin
8.4
138
8.2
2,944
Quality of Support
8.4
274
8.4
4,497
Has the product been a good partner in doing business?
8.5
134
8.4
2,868
Product Direction (% positive)
7.9
287
7.9
4,463
Features by Category
Ticket and Case Management
8.7
161
|
Verified
8.8
2266
|
Verified
8.7
163
|
Verified
8.7
2282
|
Verified
8.5
167
|
Verified
8.5
2207
|
Verified
8.5
169
8.4
2054
|
Verified
8.1
122
|
Verified
8.1
1642
|
Verified
8.5
164
|
Verified
8.4
2119
|
Verified
8.3
161
|
Verified
8.6
2106
|
Verified
8.4
87
8.2
1573
|
Verified
Generative AI
Feature Not Available
7.2
136
Feature Not Available
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
8.6
150
|
Verified
8.4
1784
|
Verified
8.4
150
|
Verified
8.8
2030
|
Verified
8.7
125
|
Verified
8.4
1448
|
Verified
8.0
44
8.0
1153
|
Verified
9.0
18
8.1
1037
|
Verified
Platform
8.5
74
|
Verified
7.7
1126
|
Verified
8.1
126
|
Verified
8.0
1494
|
Verified
8.4
75
|
Verified
8.2
1694
|
Verified
8.2
65
|
Verified
8.1
1485
|
Verified
7.8
139
|
Verified
7.8
2084
|
Verified
7.8
144
|
Verified
7.9
2153
|
Verified
Administration
Not enough data
8.4
193
|
Verified
Not enough data
7.9
174
|
Verified
Not enough data
8.3
221
|
Verified
Service Desk
Not enough data
9.0
250
|
Verified
Not enough data
8.7
226
|
Verified
Not enough data
8.6
214
|
Verified
Management
Not enough data
8.3
186
|
Verified
Not enough data
8.4
187
|
Verified
Not enough data
8.3
176
|
Verified
Not enough data
8.0
136
|
Verified
Not enough data
8.2
129
Functionality
Not enough data
9.0
201
|
Verified
Not enough data
8.5
165
Not enough data
8.4
173
|
Verified
Not enough data
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
9.0
24
8.1
405
8.5
24
8.0
402
8.9
23
8.3
389
8.8
22
8.1
387
9.0
22
8.1
295
Platform
9.4
21
8.6
409
9.2
22
8.2
406
8.5
22
8.2
402
8.2
21
8.2
402
9.0
15
Feature Not Available
8.6
20
Feature Not Available
8.9
22
8.3
394
Generative AI
Feature Not Available
8.1
53
Feature Not Available
7.9
52
Conversational Platform
9.0
27
8.1
773
8.8
21
8.2
632
8.7
24
8.1
599
8.7
21
8.1
666
Support Automation
8.8
23
8.1
634
8.5
28
8.2
677
8.8
24
8.4
630
8.2
23
8.0
708
Generative AI
Feature Not Available
7.6
124
Feature Not Available
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
Platform
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
Channel
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
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
Feature Not Available
Feature Not Available
Feature Not Available
7.5
78
Feature Not Available
Feature Not Available
Communication
8.6
110
|
Verified
8.6
796
|
Verified
8.4
120
|
Verified
8.4
814
|
Verified
8.7
86
|
Verified
8.0
571
8.9
105
|
Verified
8.4
592
|
Verified
9.3
14
7.9
372
Internal Use
8.1
126
|
Verified
8.0
1494
|
Verified
9.2
102
|
Verified
8.4
704
|
Verified
8.8
77
|
Verified
8.0
505
9.0
97
|
Verified
8.4
752
8.8
83
|
Verified
8.6
679
|
Verified
8.8
92
|
Verified
8.2
706
|
Verified
Generative AI
Feature Not Available
Feature Not Available
Self-Service Experience
8.8
148
8.5
1426
8.5
138
8.4
1363
8.2
107
8.0
954
8.9
21
7.7
577
8.9
21
7.9
709
Self-Service Platform
8.1
22
8.2
757
8.6
23
8.2
772
8.2
17
7.6
589
8.6
23
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
Feature Not Available
7.5
52
Feature Not Available
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
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
Helpshift and Zendesk Support Suite are categorized as Digital Customer Service Platforms, Conversational Support, Chatbots, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Helpshift is categorized as Multilingual Customer Support
Zendesk Support Suite is categorized as Conversational Commerce Platforms, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, Complaint Management, Customer Service Automation, Contact Center Knowledge Base, AI IT Agents, Genesys AppFoundry Marketplace, IT Service Management (ITSM) Tools, Google Workspace for Sales, Google Workspace Communication Tools, Social Customer Service, and Proactive Notification
Reviews
Reviewers' Company Size
Helpshift
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
Computer Games
22.3%
Entertainment
8.3%
Financial Services
6.8%
Banking
6.8%
Consumer Services
5.7%
Other
50.0%
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
Helpshift
Most Helpful Favorable Review
Thiago S.
Verified User in Banking
I really like the tool, I use it since I joined the company where I work. It has been two years using this tool and I feel totally safe in saying that it has benefited the entire operation of my work. When you really learn to use all the resources, there...
Most Helpful Critical Review
Fuji S.
Verified User in Computer Games
The lack of report automation features and a mobile app. I am not entirely sure if this is something that is at all present currently but just for comparison, zendesk has gooddata which I use to generate automated daily reports. This has cut down report...
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...
Thiago S.
Verified User in Banking
I really like the tool, I use it since I joined the company where I work. It has been two years using this tool and I feel totally safe in saying that it has benefited the entire operation of my work. When you really learn to use all the resources, there...
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...
Fuji S.
Verified User in Computer Games
The lack of report automation features and a mobile app. I am not entirely sure if this is something that is at all present currently but just for comparison, zendesk has gooddata which I use to generate automated daily reports. This has cut down report...
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
How can I improve my customer satisfaction if I have few staff handling Helpshift?
2 comments
RR
You should increase your staff in such a way that the response time is compensated with the use of this tool.Read more
What would be the best way to receive notifications of chats waiting to be answered.
1 comment
ŁM
You can create time based automations with add as an action internal note with notification of one of agents. Read more
What's the best way to correctly set up Helpshift Analytics?
1 comment
TA
Honestly, your Helpshift account manager is the best way to set up Analytics. They will set up a call and walk you through the process as well as make sure...Read more
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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