Logo - Full (Color)
Skip to content

Zendesk vs HubSpot

Service Hub is an AI-powered customer service solution that can deliver delightful support at scale and drive proactive retention with unified customer insights.

Get started with Service Hub today!


HubSpot is a cloud-based customer platform that helps scaling businesses grow better with sales, service, marketing, and content management software.

Service Hub is a seamless component of the HubSpot Customer Platform that provides businesses with a streamlined way to scale support, drive retention, and increase customer value - all in one place.


Zendesk is a cloud-based customer support solution providing businesses tools for managing their service operations. It helps streamline interactions, prioritize support requests, and enhance overall customer experiences.

What Sets HubSpot Apart

Scale Support

What Zendesk Offers:

  • An agent workspace that connects a variety of channels and offers unified routing and support operations
  • Zendesk also offers a variety of AI features like call and conversation summary, tone shift for replies, and generative AI for knowledge base via their Advanced AI add-on

What Sets HubSpot Apart:

  • A unified, multi-channel help desk with custom views, canned snippets, skill and capacity-based routing, ticket pipelines, and more
  • Powerful AI features at no extra cost like call and conversation summary, content assistant for replies and knowledge base, AI chatbot, and more

Service Hub customers using help desk and self-service tools experience 13x faster ticket resolution times. 

(HubSpot Annual ROI Report)

Drive Retention

What Zendesk Offers:

  • A variety of pre-built and customizable reports and dashboards to analyze your customer service and identify opportunities to improve
  • Customer satisfaction (CSAT) surveys to collect customer feedback and analyze trends in customer sentiment

What Sets HubSpot Apart:

  • A dedicated customer success workspace that helps you go beyond just support, to proactively reach out to at-risk customers, track customer health, as well as identify cross-sell and upsell opportunities for further business growth
  • Customer satisfaction (CSAT), Net Promoter Score (NPS), customer effort score (CES), and custom feedback surveys for gaining deep insight into driver of customer happiness and retention

30% of Service Hub customers exprienced customer churn reduction.

(Service Hub Customer Impact Report)

Automate with a Smart CRM

What Zendesk Offers:

  • Zendesk offers Zendesk Sell, a separate sales CRM product, that integrates with Zendesk Suite
  • Customizable ticket and support automation

What Sets HubSpot Apart:

  • HubSpot is built around our Smart CRM, so Service Hub includes a unified customer profile with rich context and personalized outreach tools like one-to-one email
  • Powerful automation that works across service, sales, and marketing as well as 3rd-party applications like Slack and Asana

86% of Service Hub customers see time savings in customer interactions.

(Service Hub Customer Impact Report)

Feature Comparison

Total Cost of Ownership


Service Hub is powerful and easy-to-use. It’s customizable without being complicated, empowering instead of overpowering, and makes it possible to power deep customer connections with ease.

  • Implementation: The average time to activation for Service Hub Enterprise is 92 days (source).
  • Service & Support: HubSpot provides different support channels depending upon your subscription, all included.
  • Tickets Closed: Service Hub customers see an average 32% increase in ticket close rate (source).


The total cost of owning Zendesk goes beyond subscription fees, including hidden costs like service and support, implementation, and training. 

Base License
Service Hub Enterprise
Zendesk Suite Enterprise
Service & Support
Phone, Chat, and Email support included
Training & Educational Resources
HubSpot Academy, Community
Zendesk Help Center, Community
Customization / Configuration
Easy to customize & configure in-house
More limited customization
Developer Support
App Marketplace
App Marketplace
Maintenance / Admin
Low-code platform
Admin not required
Low-code platform
Admin not required
Get a demo

Service Software That Grows With You

Start with free tools and upgrade as you grow, or hit the ground running with one of our premium editions.

What are customers saying?

HubSpot Service Hub received G2's top 100 Best Software Products & Highest Satisfaction Products 2023.

We can identify and fix issues on the spot with HubSpot, unlike Zendesk where marketing and service were in two different worlds… Anytime you have a more robust picture of a customer, your interactions with the customer are going to be better. HubSpot gives us that complete picture.

Rick Raven

Director of Customer Success

Studio Designer

studio designer logo

Related Resources

If you’re interested in Service tools, these may be helpful.
2023_ServiceHub_Knowledge_base2 (1)-1

Comparison Library

Picking customer service software to run your business is not a decision you make lightly.


App Ecosystem

HubSpot helps seamlessly integrate customer service tools that you and your team already leverage.

2023_SalesHub_Meeting_Scheduler1 1

Free Meeting Scheduler

Schedule meetings faster and forget the back-and-forth emails. Boost your productivity.

Delight More Customers with HubSpot today.

Use HubSpot Service Hub to provide seamless, fast, and delightful customer service.