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Zendesk vs HubSpot

The customer experience is everything. Choosing the right customer service software is foundational to that experience. This page compares two customer service solutions — Zendesk and HubSpot — to help you make the best choice.

Ready to see how Service Hub helps you delight customers as you scale?

What does HubSpot do?

HubSpot is a customer relationship management (CRM) platform that helps scaling businesses grow better with sales, service, marketing, content management, and operations software. 

 

What is HubSpot Service Hub?

Built on HubSpot’s CRM platform, Service Hub is an easy-to-use solution that gives you everything you need to put the customer first. It offers a comprehensive set of tools to deepen customer relationships, connect to the front office, and drive service efficiency.

What does Zendesk do?

Zendesk is a customer relationship management (CRM) platform that provides solutions for sales and service teams.                                                          

 

What are Zendesk Suite & Zendesk Support?

Zendesk’s original offerings before expanding into sales, Suite and Support are customer service products. Zendesk Support focuses on help desk tools and Zendesk Suite focuses on omnichannel support and includes help desk tools.

Capabilities

Your service software lays the foundation for your customer experience. See how HubSpot and Zendesk compare across the most important capabilities.

  • HubSpot’s CRM platform has been crafted in-house with software for service, sales, marketing, web, and operations teams, plus hundreds of integrations. The platform combines power with ease-of-use for a complete view of the customer journey and seamless handoffs between marketing, sales, and service teams. The result? A superior experience for customers throughout their journey.


    Zendesk’s CRM platform, Zendesk Sunshine, brings together Zendesk Sell, Zendesk’s product for sales teams built from its acquisition of Base, and Zendesk Suite, Zendesk’s product for service teams. It allows developers to build and integrate software for the rest of the front office teams. Native to Amazon Web Services, it gives developers and admins the tools they need to facilitate strong customer experiences. It has not, however, been crafted entirely in-house like HubSpot’s CRM platform.

     

     

     

  • HubSpot Service Hub boasts a robust set of tools to help boost agent efficiency, including customer service automation, SLA management, omni-channel messaging, a mobile inbox, and a customer portal. Moreover, service teams gain efficiency with HubSpot Service Hub through the connectivity to marketing and sales activities, giving them complete context to deliver authentic service experiences.


    Consistent with its legacy position as help desk software, Zendesk Support and Zendesk Suite offer features focused on a comprehensive set of tools for support agents. They include features like SLA management and customizable ticket layouts that are needed by advanced support teams, but they lack the features to fully align all of your front-office teams on a common interface.

  • HubSpot Service Hub offers customer portal and knowledge base software in its Professional and Enterprise tiers. With multi-lingual and SSO capabilities, knowledge base articles come structured to rank well in search, and HubSpot’s built-in reporting dashboards measure the impact of each page for improvement over time. Connected to your shared inbox, the customer portal keeps ticket conversations going between customers and reps, offers access to the knowledge base, and can be customized to create an optimal customer experience.


    Zendesk Suite offers knowledge base functionality in each of its tiers. Customer portal functionality is available in the Growth, Professional, and Enterprise tiers.

  • With the ability to customize objects, records, surveys, dashboards and more in the higher tiers of the product, HubSpot Service Hub offers all the customization service teams need while preventing unnecessary complexity.


    Zendesk shines in its ability to customize its software in its higher tiers. While customization introduces complexity into the business process and increases the effort required to manage the system, these more complex configurations make Zendesk a leader for larger service solutions that don’t need the visibility into sales and marketing activity that HubSpot provides.

  • While both HubSpot and Zendesk have strong support and success programs, HubSpot consistently beat Zendesk on “Quality of Support” and “East of Doing Business With” measurements on the review site, G2.com. As of January 2022, HubSpot scored 8.9/10 for “Quality of Support” and 8.9/10 for “Ease of Doing Business With” whereas Zendesk scored 8.4/10 in both categories.

  • HubSpot offers over 1,000 applications in its directory, including over 100 applications dedicated to service. The most installed customer service applications are Facebook Messenger, SurveyMonkey, and Intercom.

     

    Zendesk offers over 1,200 applications in its app directory. The vast majority of these integrations are for Zendesk’s support features, whereas they have fewer than 100 applications for their sales and chat features.


    For especially complex configurations, businesses also leverage HubSpot’s expansive ecosystem of over 6,000 partners. Zendesk relaunched its more limited partner program in 2019 and now has over 300 partners listed.

  • Depending on the configuration, list prices for HubSpot Service Hub and for Zendesk are comparable. The monthly subscription price for the Growth tier of Zendesk Suite is $79 per agent per month and for HubSpot Service Hub’s Professional tier the cost is $80 per agent per month, starting with 5 agents for $400 per month.


    Both providers offer access to non-agent users. HubSpot calls these users “free users” and Zendesk calls these users “light agents.” HubSpot offers unlimited free users whereas Zendesk limits the number of “light agents” by tier. When using Zendesk along with a separate sales tool, like HubSpot Sales Hub, additional Zendesk agent seats need to be purchased in order for sales to access support data. This can increase the total cost of Zendesk whereas it is not an issue with HubSpot Service Hub because of the unlimited free users.

    Pricing current as of 28 January 2022 (source).

SoftwareReviews Data Quadrant

Service Hub is the Leader in Customer Service Management Software

SoftwareReviews recognized Service Hub as a leader and gold medalist in its 2021 Customer Service Management Report, based on input from HubSpot users.

Switching from Zendesk to Service Hub?

Considering the switch? You’re in good hands. Many customers have switched from Zendesk to Service Hub. Our dedicated onboarding team is here to help you smoothly transition your team and design an optimized process for delighting customers as you scale.

Here’s our proven approach for switching.

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"The move to Service Hub helped us distribute the work more efficiently."

Don't just take our word for it. See how InspectionXpert switched from Zendesk to Service Hub and decreased support tickets by 25%.

Read the full case study

What are customers saying?

Service Hub is consistently praised by HubSpot users on review sites like G2.com and SoftwareReviews.com

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.

HubSpot is trusted by over 135,000 businesses in more than 120 countries.

A Community That Has Your Back

HubSpot Solution Partners

HubSpot’s Solution Partner Program is a network of agencies to help you resource your strategy with HubSpot. Whether you need someone to help create content or build workflows, there’s a partner here for you.

HubSpot Community

Our Community is there when you need them. Whether it’s getting set up or figuring out the best way to customize Service Hub for your needs, there are over 85,000 community members ready to answer your questions.

Knowledge Base

You’re busy. You don’t have time to file a support ticket. You’re also extremely smart and can find answers on your own. Search our comprehensive Knowledge Base to answer any question you might have about our products.

Prioritize customers as you scale.

Use Service Hub to deepen customer relationships, drive team efficiency, and fully connect service to the front office.