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HubSpot vs Zendesk

Better connect your service operations to revenue with HubSpot’s unified customer platform.

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Why choose HubSpot?

Easier support request management

12%

Customers rated HubSpot Service Hub 12% better than Zendesk at helping support teams prioritize requests across multiple channels1

More connected insights & automation

11%

Customers rated HubSpot Service Hub 11% better than Zendesk at facilitating team communication through a 360 customer view1

Exclusive customer success tools

75%

75% of service leaders using HubSpot say it increased their customer retention2

Customers who made the switch from Zendesk to HubSpot
  • Virtual Dental Care
  • Sunsail
  • Lyte
  • Bluesun

  • We wanted our sales team and our support team to collaborate in the same record. That way, when we look back at the audit trail to see details about the relationship with that client, it’s all available right there… Now that we have everything on the same record in that pipeline [with HubSpot], the salesperson never skips a beat. They’re always on the same page, and they can tag the support person in and let them know.

    Daniel Gates

    Director of Marketing

    Virtual Dental Care

  • Our service teams often rely on other internal teams to solve complex customer requests. Before consolidating our service delivery, we had interdepartmental wait times anywhere from 5 to 14 days. Since moving to Service Hub, average response times have dropped to just 13.3 hours, and it’s still falling.

    Stephen Kvedaras

    CRM Product Owner

    Travelopia

  • HubSpot has transformed the way we manage customer interactions and taken our customer service to new heights. The changes we've seen in our strategies and the boost in customer satisfaction speak volumes about the influence of HubSpot's products and features on our operations.

    James Byrne

    Director of Business Operations

    Lyte

    What makes HubSpot different?
    Help-Desk-EN@3x (1)

    Easier support management

    While Zendesk's product was cobbled together through acquisitions, HubSpot was purpose-built on a single, unified codebase. With HubSpot, you can easily manage all your support requests in one place. Your help desk centralizes requests across email, forms, app, site chat, messaging, and even custom channels. Route support tickets to the right person using omnichannel routing based on your staff’s skills and capacity. Then, set up custom service level agreements for things like time to first reply, time to next reply, and time to close. And finally, you can easily view all your tickets by stage in a custom ticket pipeline - not available in Zendesk.

    CRM Profile

    More connected insights & automation

    Zendesk is great for support, but HubSpot unites your marketing, sales, and service teams around a shared view of the customer. Build powerful, inter-departmental automation workflows. Easily tag and collaborate with teammates on support tickets. Even leverage AI conversation summaries and reply recommendations to quickly resolve or hand off cases. Moreover, HubSpot documents makes it easy to store and share documents across teams - not available with Zendesk service plans.

    Customer Success Workspace

    Exclusive customer success tools

    While Zendesk helps you manage support cases, it lacks tools for driving customer retention. HubSpot, on the other hand, has a dedicated customer success workspace. This helps your customer success teams proactively manage relationships using customer health scores. You can also collect customer feedback using NPS, customer engagement, and custom surveys. And finally, with HubSpot playbooks, you can surface the right enablement and insights to your team at the right time. All of these features are not available in Zendesk.

      Compare HubSpot & Zendesk

      Get our PDF guide that breaks down the features, benefits, and differences between HubSpot and Zendesk.

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      HubSpot vs Zendesk FAQ

      HubSpot Service Hub is AI-powered customer service software that helps you scale support across channels and drive customer retention.

      HubSpot ranks higher on ease of use, ease of administration, and quality of support in G2 customer reviews. Some additional reasons why to choose HubSpot include:

      • More unified platform
        • Smart CRM with unified customer profiles
        • Cross-department automation
        • Unified business reporting
      • Better service enablement
        • Coaching playlists & playbooks
        • Unified document management
        • Generative AI (Breeze Copilot, agents, and features) included
      • More proactive customer care
        • Dedicated customer success workspace
        • Customer health scores
        • NPS, Customer Engagement, CSAT, & custom surveys

      HubSpot's customer platform is purpose-built to fuel your business growth efficiently, with seamless onboarding, customization, and scalability. Its user-friendly interface, integration capabilities, automation features, and advanced analytics make it a comprehensive solution that supports you at every stage of your business growth.

      In fact, HubSpot uses Service Hub to manage our own customer support.

      HubSpot Service Hub helps teams scale support and drive retention on one connected platform with transparent pricing.

      Zendesk pricing may look similar, but the additional add-ons for things like customer support, data and file storage, and AI (generative AI and AI agent) can add up fast.

      HubSpot Service Hub includes unique features like 1-to-1 email, ticket pipelines, tasks, meeting scheduling pages, customer success workspace, customer health scores, conversation intelligence, coaching playlists, playbooks, documents, custom surveys, and more that Zendesk service products do not include.

      Moreover, HubSpot offers marketing, commerce, data management, and data enrichment capabilities that Zendesk lacks through our Marketing Hub, Commerce Hub, Operations Hub, and Breeze Intelligence products respectively.

      HubSpot’s offers extensive customization using custom objects, properties, and associations to align with your data needs. Create default spaces to fit your team's requirements, configure crucial elements like contact records, and use extensions to create new UI elements. This flexibility ensures HubSpot's platform meets your specific business demands. More info here.

      Yes, HubSpot includes customizable reports, interactive dashboards, and advanced pre-built service analytics to help you monitor things like response time, time to close, and ticket volume.

      HubSpot prioritizes customer data security with strong data encryption, compliance, regular audits, role-based permissions, and strict password policies. With a robust disaster recovery plan and secure cloud infrastructure, HubSpot provides ongoing monitoring and enhancement of its security measures.

      HubSpot's marketplace of 1,700+ apps can connect your existing tools and help you find the right apps to grow your business (featured apps).

      Yes, HubSpot offers a variety of advanced AI features. Automate tasks and uncover valuable insights with Breeze Copilot, Agents, and features like content assistant, conversation summary, reply recommendations, customer agent, and more. From automating support to streamlining processes and improving data analysis, Breeze, HubSpot's AI, gives you the competitive edge you need in today’s rapidly changing business environment.

      Check out a few of the many customer stories below:

      Customers adopt HubSpot quickly because it’s so easy to use and implement. 84% of HubSpot users are active in the product within 12 days (based on 2024 HubSpot customer data).

      Delight more customers with HubSpot today!

      Use HubSpot Service Hub to better support, service, and retain customers today.

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      1. This information is based on the results of a 3rd party survey paid for by HubSpot. A total of 3,015 qualified respondents completed the survey. To qualify for the survey, respondents were: Ages 18-65 | Software decision-makers. Fieldwork was conducted Feb 21, 2024 - Mar 13, 2024.

      2. HubSpot State of Service Report 2024