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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.

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Get started free
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HubSpot

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.

Get started with Service Hub for free!

Zendesk

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
ServiceHub_Live-chat

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
Customer-Success-Workspace-EN@3x-2

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
ServiceHub_Ticket-resolution-workflow-1

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

(Service Hub Customer Impact Report)

Feature Comparison

  • HubSpot Differentiated Features

    Service Hub Enterprise
    • Ticket Pipelines
    • Conversation Intelligence
    • Customer Success Workspace
    • NPS, CES, & Custom Surveys
    • CRM
    • One-to-One Email
    • Playbooks

  • Zendesk Differentiated Features

    Zendesk Suite Enterprise
    • Community Forums
    • Macros

    Total Cost of Ownership

    HubSpot

    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).

    Zendesk

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

    HubSpot customers see 79% fewer tickets created when using HubSpot self-service tools

    Read more in the HubSpot Annual ROI Report.

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

    Please note that HubSpot’s pricing and packaging is subject to change. Please consult HubSpot’s Product & Services Catalog for the most up-to-date pricing and packaging information. For more information on Zendesk’s pricing, visit their pricing page.

    Service Software That Grows With You

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    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

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      Read the case study

      HubSpot is trusted by over 205,000 businesses in more than 135 countries.

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