Experts worldwide say that Zendesk and HubSpot are among the most popular customer support applications globally. That’s because both platforms have comprehensive features that may help businesses with customer relationship management. But which one of the mentioned apps is better specifically for you? Specialists created a Zendesk vs HubSpot match to help entrepreneurs figure out this question. So, let’s go into more detail about the specified comparison.

Main Zendesk and HubSpot Peculiarities

Initially, it’s noteworthy that the mentioned platforms should be implemented into your business environment only by trusted professionals (for instance, from That’s because unskilled specialists may lose essential corporate data or install and customize software incorrectly. Furthermore, inexperienced companies frequently offer their services at too high a cost.

Comparison of the Key Zendesk and HubSpot Features

Here, the following functions should be matched:

  1. Shared Inbox feature. Both applications offer comprehensive tools to efficiently manage customer conversations. The difference lies in the specific functions each of the described apps has. E.g., HubSpot offers features like email tracking and canned responses. Zendesk, in turn, excels in the availability of tools, such as automation and macros.
  2. Integration possibilities. HubSpot can be integrated with more than 500 popular apps (Zapier, Salesforce, etc.). Zendesk Suite offers a somewhat lower number of integrations. Also, both platforms have open APIs. So, business owners may just create their own integrations if they don’t find a suitable option among the available ones. HubSpot’s API is more extensive, though.
  3. Knowledge Base Tool. Each of the mentioned applications ensures customers helpful resources and information. Zendesk is better for business owners focused only on customer support and service, though. And HubSpot will be an excellent solution for companies already employing its marketing automation features together with CRM.
  4. SLA Handling function. Zendesk offers such a tool as part of its support platform. Here, users can set up SLAs by various criteria, like request type, customer segment, or priority level. HubSpot Service Hub, for its part, excels at better flexibility. So, it’s a great option for enterprises needing more customization as well as control over their SLAs. That allows for delivering authentic service.

Additionally, Zendesk excels at extensive customer engagement features. For example, its social media support is an excellent solution for businesses with complex customer service needs. On the other hand, Service Hub’s support system suits those wanting to manage customer requests effectively while using sales and marketing features through a single platform.

Comparison of Customer Portals (CP)

HubSpot offers multilingual service and SSO (single sign-on) capabilities. This provides a personalized as well as consistent experience for each customer when accessing their profile information. Moreover, the software allows for making branded and customized customer help centers. As a part of this feature, customers are provided with quick access to a knowledge base, request status updates, and many more.

Zendesk’s CP is called Guide. It enables customers to make the subsequent things:

  • assess knowledge base updates as well as community contributions;
  • find relevant data using a specific customer web page;
  • track the process of their requests’ handling.

Finally, Zendesk has a more comprehensive design and numerous advanced features.

Price by Nick Youngson CC BY-SA 3.0 Pix4free

Zendesk and HubSpot Pricing

Both platforms have free trials as part of their paid tariff plans. HubSpot offers a higher number of helpful features within its tariff plans. Zendesk, on the other hand, proposes cheaper subscriptions. Thus, the latter suits even startups, while HubSpot fits companies with regular income.

So, Which Software to Choose?

Both apps are versatile customer service platforms with numerous helpful features. However, HubSpot is still an all-in-one system with automation tools, a ticketing feature, and a CRM. Therefore, it better fits middle-sized and large businesses. Zendesk, in turn, is a flexible platform with favorable pricing. Furthermore, this app is considered a separate ticketing system. Thus, it’s a good option for a company of any size, but especially for small and middle-sized firms.