HubSpot is a cloud-based customer relationship management (CRM) platform that helps scaling businesses grow better with sales, service, marketing, and content management software.
Service Hub is a seamless component of HubSpot CRM, providing businesses with a streamlined way to resolve customer issues, and a complete view of their customer interactions and data from every aspect of the flywheel.
Zendesk is a cloud-based platform focused on providing service-oriented solutions aimed at improving customer relationships.
Zendesk Service is a customer support solution under the Zendesk platform. It is designed to manage customer requests, tickets, and communication channels such as email, chat, phone, and social media.
Connected: Service Hub is a component of HubSpot’s CRM, which means you’ll have a complete view of customer interactions in one place. This powers businesses to pinpoint significant opportunities for bolstering customer connections with context for marketing, sales, and service.
Productive: Drive team efficiency by automating processes, eliminating manual tasks, streamlining ticketing, providing self-service for customers, and creating avenues for personalizing communications.
Engaged: Provide the customer service tools to help you deliver authentic service and grow better by putting the customer first.
What Zendesk Offers:
What Sets HubSpot Apart:
Service Hub customers with every size of company see their ticket close rate increase by 24% or more after 12 months. (Hubspot Annual ROI Report)
What Zendesk Offers:
What Sets HubSpot Apart:
Service Hub customers see an average increase of 324% in tickets closed after 12 months. (Hubspot Annual ROI Report)
What Zendesk Offers:
What Sets HubSpot Apart:
Customers who own Service Hub for 7-12 months see a higher ticket close rate than customers who own Service Hub for less time. (Hubspot Annual ROI Report)
Feature | HubSpot | Zendesk |
---|---|---|
Base License
|
Service Hub Enterprise
|
Zendesk Service Enterprise
|
Conversation Routing
|
|
|
Knowledge Base
|
|
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Live Chat
|
|
|
Customer Portal
|
|
|
Channel Switching
|
|
|
Conversational Intelligence
|
|
|
Workflow & Approval Automation
|
|
|
Service Mobile App
|
|
|
SMS Hosted Support
|
|
|
Phone Numbers Provided
|
|
|
Playbooks
|
|
|
Custom Surveys
|
|
|
Multiple Custom Ticket Status
|
Add 50 different pipelines, with custom ticket status
|
Can only customize the ticket status across the platform
|
—
|
|
—
|
HubSpot Service Hub provides customer service and support, enables efficient handling, and addresses the resolution of customer inquiries.
Tickets Closed: Service Hub customers see an average increase of 324% in tickets closed after 12 months.
The total cost of owning Zendesk goes beyond subscription fees, including hidden costs like service and support, implementation, and training.
Read more in the HubSpot Annual ROI Report.
Capability |
HubSpot
|
Zendesk
|
---|---|---|
Base License
|
Service Hub Enterprise
$$
|
Zendesk Service Enterprise
$$
|
Seats
|
10
|
10
|
Onboarding
|
$
|
$$$
|
Service & Support
|
Phone, Chat, and Email support included
|
$$
|
Training & Educational Resources
|
Included:
HubSpot Academy, Community
|
Included:
Zendesk Help Center, Community
|
Migration
|
Not required
|
$
Add-on
|
Customization / Configuration
|
Easy to customize & configure in-house
|
$$
Add-on
|
Developer Support
|
$
|
$$
Add-on
|
Integrations
|
$
App Marketplace
|
$
Zendesk Marketplace
|
Time to Value
|
$
51 days to activation
|
$
~ 2 months
|
Maintenance / Admin
|
Enjoy a seamless platform built on one code base
Admin not required
|
$
Low-code, logic-based platform
1 admin
|
Sandbox
|
Included
|
Included
|
—
|
|
—
|
For more information on Zendesk’s pricing, visit their pricing page.
Start with free tools and upgrade as you grow, or hit the ground running with one of our premium editions.
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
Picking customer service software to run your business is not a decision you make lightly.
HubSpot helps seamlessly integrate customer service tools that you and your team already leverage.
Schedule meetings faster and forget the back-and-forth emails. Boost your productivity.
Use HubSpot Service Hub to provide seamless, fast, and delightful customer service.