HubSpot vs Zendesk
Turn your service operations into a revenue-driver with HubSpot's agentic customer platform
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
Service Hub vs Zendesk at a Glance
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Omnichannel Help Desk
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Customer Portal
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Skill & Capacity Based Routing
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IVR Phone Trees
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Forecasting
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Service Analytics
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Ticketing Pipelines
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Customer Success Workspace
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Customer Health Scores & Alerts
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Playbooks
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Meeting Scheduling Pages |
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CRM
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AI Assistant/Copilot
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Customer Agent Price
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$0.50/resolution3 |
$1.50 - $2.00/resolution3
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Free Trial
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28 Days3
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14 Days3
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HubSpot Service Hub Enterprise vs Zendesk Suite Enterprise shown
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What makes HubSpot different?
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 manage all your support requests in one place. HubSpot's help desk centralizes your requests across chat, email, forms, 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. Set up custom service level agreements for things like time to first reply, time to next reply, and time to close. You can easily view all your tickets by stage in a custom ticket pipeline--not available in Zendesk.
More connected insights & automation
Zendesk is great for support, but HubSpot connects your entire customer journey. With a shared view across marketing, sales, and service, your teams can automate workflows across the full customer lifecycle, not just within the help desk. Trigger workflows from any interaction, collaborate seamlessly on tickets, and use Breeze customer agent to autonomously resolve cases across channels. The result is more personalized customer experiences, stronger team alignment, and more connected insights--something Zendesk’s more siloed approach cannot match.
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 metrics, and custom surveys. 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.
Customers who made the switch from Zendesk to HubSpot
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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.
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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.
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HubSpot has been a game-changer for Bluesun Hotels & Resorts, enabling us to optimize the entire guest experience from the initial awareness stage to the ultimate delight phase.
HubSpot vs Zendesk FAQ
HubSpot ranks higher on ease of use, ease of administration, and quality of support in G2 customer reviews. Here are some additional reasons why to choose HubSpot:
- More unified platform
- Smart CRM with unified customer profiles
- Cross-department automation
- Unified business reporting
- Better service enablement
- Coaching playlists and playbooks
- Unified document management
- Generative AI (Breeze Copilot, agents, and features) included
- More proactive customer care
- Dedicated customer success workspace
- Customer health scores and alerts
- NPS, customer engagement metrics, CSAT, and custom surveys
Try before you commit!
You can try Breeze customer agent free for 28 days and see how it performs across your support channels. With resolution-based pricing, you only pay when issues are resolved, so you’re paying for outcomes, not just activity. Learn more about HubSpot’s pricing here.
HubSpot's customer platform is purpose-built to drive 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.
In fact, HubSpot uses Service Hub to manage its 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 add-ons for things like advanced customer support, data and file storage, and AI (including 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 and alerts, conversation intelligence, coaching playlists, playbooks, documents, custom surveys, and more-- features that Zendesk's 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.
HubSpot's marketplace of 2,000+ apps can connect your existing tools and help you find the right apps to grow your business (featured apps).
Check out a few of the many customer stories below:
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
3. Pricing and product feature information in this article reflects what was publicly available as of April 2026. Both HubSpot and Zendesk update their plans, credit systems, and capabilities regularly. Before making a decision, verify current pricing and features directly on the HubSpot and Zendesk websites, as well as each platform's official documentation.