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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
  • 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

What makes HubSpot different?
Help Desk

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. Our help desk centralizes your requests across chat, email, form, calling, WhatsApp, Facebook Messenger, 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

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. You can build powerful, inter-departmental automation workflows. Easily tag and collaborate with teammates on support tickets. And you can even leverage our Customer Agent to autonomously handle support cases across channels. With Zendesk, the customer insights and cross-department automation capabilities are more limited.

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 and alerts. 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. None of these features are available in Zendesk.

  • G2 Leader Summer '24
  • G2 Enterprise Leader Summer '24

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HubSpot vs Zendesk FAQ

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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