Compare Zendesk and Helpdesk Software - Sep 2023

Shlomi Lavi

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Bottom Line: Which is Better - Zendesk or Helpdesk Software?

Helpdesk Software is more expensive to implement (TCO) than Zendesk, and Zendesk is rated higher (92/100) than Helpdesk Software (80/100). Zendesk offers users more features (23) than Helpdesk Software (4). There is a clear winner in this case and it is Zendesk!

Looking for the right Help Desk solution for your business? Buyers are primarily concerned about the real total cost of implementation (TCO), the full list of features, vendor reliability, user reviews, and the pros and cons. In this article we compare between the two software products:

Zendesk Vs. HESK

Zendesk: Zendesk is founded in Copenhagen, Denmark. Zendesk is the leading cloud-based customer service software solution. More than 20,000 companies such as Groupon, Box, and Zappos are using Zendesk to lower costs, raise productivity, and increase customer satisfaction.

HESK: HESK is PHP Help Desk Software allowing you to set up an efficient Web-based ticket support system. HESK is super simple to use, fast, lightweight, secure, user friendly and FREE. Integrated Knowledgebase may reduce the number of support requests by as much as 50%!

Who is more expensive? Zendesk or Helpdesk Software?

The real total cost of ownership (TCO) of Help Desk software includes the software license, subscription fees, software training, customizations, hardware (if needed), maintenance and support and other related services. When calculating the TCO, it's important to add all of these ”hidden costs” as well. We prepared a TCO (Total Cost) calculator for Zendesk and Helpdesk Software.

Zendesk price starts at $49 per agent/month , On a scale between 1 to 10 Zendesk is rated 2, which is much lower than the average cost of Help Desk software. Helpdesk Software price starts at $29 per agent/month , When comparing Helpdesk Software to its competitors, the software is rated 2 - much lower than the average Help Desk software cost.

Bottom line: Zendesk cost is around the same cost of Helpdesk Software.

Which software includes more/better features?

We've compared Zendesk Vs. Helpdesk Software based on some of the most important and required Help Desk features.

Zendesk: this software is considered "feature-rich" with more than 10 important features, here is a partial list: Customer Survey, Email Integration, Knowledge Base/FAQ, Multi-Site Support, Rules/Workflows, Scheduling, Self Service Portal, Service Level Agreements.

Helpdesk Software: Customer Survey, Knowledge Base/FAQ, Reporting, Support Ticket Tracking.

Target customer size

Zendesk is the tool for any company, big or small, that has to deal with a certain number of customers on daily basis and needs an evolving platform to facilitate this process. HESK is perfect for small and midsize organizations and websites who want to manage their customer issues using a ticket based help desk system.