⚡ Quick Verdict:
- Chạy: HubSpot starts free, then $15/seat/month. Zendesk Suite starts at $55/agent/month, billed annually.
- Phù hợp nhất cho: Zendesk for dedicated, high-volume support teams. HubSpot for one platform across marketing, sales, and service.
- Điểm khác biệt chính: Zendesk is a support-first ticketing system. HubSpot Service Hub sits inside the HubSpot CRM platform.
- Our pick: Zendesk for most support operations. Its agent workspace and service AI are purpose-built for tickets.
Picking between HubSpot and Zendesk comes down to one câu hỏi.
Do you want a support specialist or a single platform?
Zendesk is built around tickets and customer service operations.
HubSpot Service Hub lives inside the wider HubSpot CRM.
Both handle support tickets, live chat, and customer feedback.
But they aim at different buyers with different priorities.
Toàn cảnh
This HubSpot vs Zendesk comparison covers pricing, features, and ease of use.
We also break down who each tool fits best.
Our sources include published specs, documentation, and G2 reviews.
Của chúng tôi nhà văn also spent hands-on time with HubSpot directly.
By the end, you will know which one fits your service teams.
HubSpot là gì?
HubSpot is a customer platform that combines marketing, sales, and service.
HubSpot Service Hub is the part built for customer service operations.
It sits inside the HubSpot CRM platform, so support and sales share one record.
Service Hub handles support tickets, live chat, and a knowledge base.
HubSpot introduced Service Hub in 2018 as a newer support offering.
Most HubSpot customers pick it to keep every team on one system.
HubSpot
HubSpot puts service inside one CRM. You get a free tier, Breeze AI replies, and báo cáo that ties support to revenue.
Bảng giá HubSpot
Here is what HubSpot costs in 2026. Note that these plans span multiple hubs.
| Kế hoạch | Giá | Tốt nhất cho |
|---|---|---|
| Công cụ miễn phí | 0 đô la/tháng | Testing core customer service tools |
| Khởi đầu Trung tâm Tiếp thị | 15 đô la/ghế/tháng | Các nhóm nhỏ mới bắt đầu |
| Nền tảng khách hàng khởi đầu | 15 đô la/ghế/tháng | Bundled starter across hubs |
| Chuyên gia Trung tâm Tiếp thị | 800 đô la/ghế/tháng | Larger marketing operations |
Pricing verified June 2026.
Dùng thử miễn phí: HubSpot offers a free tier with no credit card and no time limit.
Đảm bảo hoàn tiền: Paid plans are billed annually or month-to-month, with no formal refund window.
📌 Ghi chú: HubSpot pricing can get complex because it bundles marketing, sales, and service hubs. Service Hub plans start free and rise as you add seats and higher tier plans.
⚠️ Cảnh báo: The jump to Professional pricing is steep. Map which hubs you actually need before you commit to an annual plan.
Key Benefits of HubSpot
Here is what makes HubSpot worth considering:
- Hệ thống CRM tích hợp sẵn: Service Hub shares one record with sales and marketing. That gives agents a complete view of every customer.
- Gói miễn phí: You can test the customer service tools with no commitment. Zendesk has no free plan.
- Breeze AI: Trí tuệ nhân tạo này trợ lý writes emails and creates conversation summaries. It also suggests real-time replies from ticket context.
- Holistic reporting: HubSpot links service work to revenue and retention. That helps leaders show the value of support.
- Self service: Customer portals and knowledge base articles let buyers resolve issues alone. Users see fewer support tickets as a result.
- More apps: HubSpot offers more pre-built integrations than Zendesk across marketing, sales, and service.
What Our Team Noticed
Our writer signed up for a HubSpot account and spent several days inside Service Hub. Here is what stood out:
HubSpot Pros & Cons
✅ Ưu điểm
- Free plan lets you test customer service tools with no commitment
- Built-in CRM gives a complete view of every customer
- Breeze AI suggests real-time replies from ticket context
- Holistic reporting links support work to revenue and retention
❌ Nhược điểm
- Pricing climbs fast once you combine multiple hubs
- Fewer native service channels than Zendesk
- Can struggle to scale for very high ticket volumes
Zendesk là gì?
Zendesk is a support-first platform built for customer service operations.
It has led customer experience software for over two decades.
The core is a ticketing system for high-volume support tickets.
Zendesk support spans email, chat, phone support, and social channels.
Its agent workspace pulls multiple conversations into one screen.
Zendesk offers service AI trained on real customer interactions.
Zendesk
Zendesk is built for support depth. Its agent workspace, service AI, and ticketing handle complex, high-volume customer service operations.
Bảng giá Zendesk
Here is what the Zendesk Suite costs in 2026. Let us break it down.
| Kế hoạch | Giá | Tốt nhất cho |
|---|---|---|
| Đội ngũ Suite | 55 đô la/đại lý/tháng | Các nhóm hỗ trợ nhỏ |
| Tăng trưởng bộ ứng dụng | 89 đô la/đại lý/tháng | Các đội cần thêm tự động hóa |
| Suite Professional | 115 đô la/đại lý/tháng | Advanced ticketing and reporting |
Pricing verified June 2026.
Dùng thử miễn phí: Zendesk offers a free trial of the Suite, with no free forever plan.
Đảm bảo hoàn tiền: Plans are billed annually for the best rate, with month-to-month available at a higher cost.
📌 Ghi chú: The Suite plans above bundle ticketing, messaging, and the agent workspace. Zendesk also publishes cheaper Support-only plans for teams that need email tickets and little else.
⚠️ Cảnh báo: Some sources list a lower Zendesk entry price near $19/agent. That figure refers to a basic Support plan, not the full Suite shown here. Confirm which tier you need before you buy.
Những lợi ích chính của Zendesk
Here is what makes Zendesk worth considering:
- Agent workspace: One screen handles omnichannel support and complex routing. It is tuned for speed and high ticket volumes.
- Service AI: Zendesk AI features are trained on more than 18 billion real customer interactions. They drive smart routing and AI agents.
- Ticketing system: You get multiple and conditional ticket forms across several channels. This keeps ticket management clean.
- Workforce tools: Built-in workforce management and quality assurance pair with analytics tools. They help cut resolution times.
- Self service: An AI powered knowledge base lets customers resolve issues alone. That eases the load on agents.
- 1,700+ apps: The Marketplace offers integrated apps and third party integrations, including an integration with HubSpot.
What Our Team Noticed
Note: We have not had extensive hands-on time with Zendesk yet. The points below come from Zendesk documentation and G2 reviews.
G2 reviews highlight the agent workspace for speed and clean routing.
Zendesk documentation describes deep reporting for granular service metrics.
G2 reviews also note occasional platform slowdowns during heavy use.
Ưu điểm và nhược điểm của Zendesk
✅ Ưu điểm
- Agent workspace handles complex multichannel routing at speed
- Service AI is trained on billions of real customer interactions
- Workforce management and quality assurance tools come built in
- 1,700+ Marketplace apps support deep third party integrations
❌ Nhược điểm
- No free plan, and Suite pricing starts higher than HubSpot
- Advanced AI and workforce add-ons often cost extra
- G2 reviews note occasional platform slowdowns
So sánh tính năng
Ready to dig into a detailed comparison of HubSpot vs Zendesk?
We will walk through nine key features that shape day-to-day support operations.
| Tính năng | HubSpot | Zendesk |
|---|---|---|
| Giá khởi điểm | 15 đô la/ghế/tháng | 55 đô la/đại lý/tháng |
| Gói miễn phí | ✅ | ❌ |
| Hệ thống bán vé | ✅ | ✅ |
| CRM tích hợp sẵn | ✅ | ❌ (Zendesk Sell is separate) |
| Hỗ trợ đa kênh | ✅ | ✅ |
| Trợ lý AI | ✅ Breeze AI | ✅ Service AI |
| Quản lý lực lượng lao động | ❌ | ✅ |
| Quality Assurance | ❌ | ✅ |
| Tích hợp ứng dụng | More pre-built | 1,700+ |
| Tốt nhất cho | Unified CRM + service | High-volume support |
1. Hệ thống bán vé
HubSpot: Service Hub gives a single source of information for each support ticket. Every ticket links to the contact record, so agents see past sales and marketing touchpoints. This keeps customer relationships in one view.
Zendesk: The ticketing system is fully integrated and supports multiple, conditional ticket forms across several channels. It is built for complex SLAs and heavy ticket management. This is where Zendesk earns its support-first reputation.
2. Không gian làm việc của nhân viên
HubSpot: The shared hộp thư đến is clean and tied to the CRM. It works well for small to mid-size teams. For very high volumes, it is less customizable than a dedicated support desk.
Zendesk: The Agent Workspace is tuned for speed and complex multichannel routing. Agents manage multiple conversations and resolve customer interactions across all channels from one screen. This lifts agent efficiency on busy queues.
3. Trí tuệ nhân tạo & Tự động hóa
HubSpot: Breeze AI handles cross-platform tasks like email writing and conversation summaries. Its AI assistant suggests real-time replies based on each ticket’s context. These AI features help reps move faster across the HubSpot CRM platform.
Zendesk: Zendesk AI is purpose-built for service teams and trained on over 18 billion real customer interactions. It powers smart routing and AI agents that deflect repetitive tickets. Some advanced AI sits behind paid add-ons.
4. Omnichannel Support
HubSpot: HubSpot covers email, chat, and forms, and adds messaging through a bring-your-own channel feature. It connects mạng xã hội channels via integrations rather than native tools. That can mean fewer integrations for some live channels.
Zendesk: Zendesk handles email, phone support, chat, and social channels in one place. It connects messaging apps including Apple Messages for true omnichannel support. Buyers with multiple channels tend to lean Zendesk here.
5. CRM & Customer Information
HubSpot: The built-in CRM is the headline edge. Service, sales, and marketing share the same customer information for a complete view of the journey. That depth supports more personalized support.
Zendesk: Zendesk Sell is its CRM add-on, and it is less full-featured than HubSpot’s. For pure support, that is fine. Teams wanting a unified sales-and-service record usually prefer HubSpot.
6. Báo cáo & Phân tích
HubSpot: HubSpot is strong at holistic việc kinh doanh reporting. It ties service efforts directly to revenue and customer retention. Leaders use these service analytics reports for identifying trends across the funnel.
Zendesk: Zendesk leads on granular service metrics. Its analytics tools cover advanced reporting, AI-powered workforce management, and quality assurance. That makes it the pick for deep support measurement.
7. Workforce Management & QA
HubSpot: HubSpot has no native workforce management or quality assurance suite. Smaller service teams may not miss it. Larger operations usually need a dedicated tool.
Zendesk: Workforce management and quality assurance are built into the higher tier plans. These advanced features help managers staff queues and review agent quality. They also help trim resolution times.
8. Knowledge Base & Self Service
HubSpot: HubSpot includes a knowledge base plus customer portals. Self service lets buyers resolve issues without an agent. HubSpot users report fewer support tickets once these tools go live.
Zendesk: Zendesk pairs an AI powered knowledge base with self-service portals. It surfaces relevant articles inside the help center and the chat widget. Both tools push customers toward quick answers.
9. Sự tích hợp
HubSpot: HubSpot offers more pre-built integrations across marketing, sales, and service. It also lets you bring your own messaging channel via API. That breadth suits teams with many connected apps.
Zendesk: The Zendesk Marketplace carries over 1,700 integrated apps and API connectors. There is even an integration with HubSpot for a best-of-breed setup. So zendesk and hubspot can run side by side.
⚠️ Cảnh báo: App counts shift often. Check that the specific tools in your stack have a current integration before you commit.
10. Định giá & Chi phí
Hãy cùng so sánh các gói giá cạnh nhau.
| Cấp độ | HubSpot | Zendesk |
|---|---|---|
| Miễn phí | ✅ Free Tools $0 | ❌ Chỉ dùng thử |
| Lối vào | 15 đô la/ghế/tháng | 55 đô la/đại lý/tháng |
| Giữa | $15/seat/month bundle | 89 đô la/đại lý/tháng |
| Higher | $800/seat/month (Pro) | 115 đô la/đại lý/tháng |
HubSpot: The free tier and low $15 starting price make HubSpot easy to try. Costs climb once you stack hubs or move to Professional. Best value comes when you also use its marketing and sales tools.
Zendesk: Zendesk Suite starts higher, but each tier packs support-specific depth. The total cost of ownership also includes setup, training, and any AI add-ons. You pay more for specialized tools.
Các kịch bản khác nhau
| Nếu bạn cần… | Chọn | Tại sao |
|---|---|---|
| Một điểm khởi đầu miễn phí | HubSpot | Free tier, no card |
| High-volume support | Zendesk | Built for complex SLAs |
| One unified customer view | HubSpot | CRM tích hợp sẵn |
| Deep service analytics | Zendesk | Granular metrics + WFM |
| Tiếp thị + bán hàng + dịch vụ | HubSpot | One platform |
| Omnichannel at scale | Zendesk | Native multichannel |
💰 Ngân sách của bạn
HubSpot starts free and scales with seats. Zendesk asks more upfront but bundles support-specific depth into each agent seat.
🔌 Bộ công nghệ của bạn
HubSpot offers more pre-built integrations across go-to-market apps. Zendesk counters with 1,700+ Marketplace apps and strong third party integrations.
🎫 Your Ticket Volume
Companies with heavy, multichannel queues find Zendesk handles ticket management better. For lighter loads tied to sales, HubSpot is enough.
🎓 Trình độ kinh nghiệm của bạn
HubSpot is user friendly and doanh nghiệp nhỏ adopt it fast. Zendesk has an intuitive interface too, but its depth takes longer to master.
🆓 Dùng thử và bản demo miễn phí
HubSpot lets you test free with no commitment. Zendesk offers a Suite trial, so run a real ticket flow before you decide.
🛟 Các tùy chọn hỗ trợ
Both vendors offer onboarding and help centers. Enterprise plan buyers get priority support and added training on either side.
Hướng dẫn chuyển đổi
Bạn đã sử dụng một trong những công cụ này rồi? Dưới đây là những điều bạn cần biết nếu chuyển sang sử dụng công cụ khác.
🔄 Switching from HubSpot to Zendesk?
✅ Những lợi ích bạn sẽ nhận được:
- A deeper ticketing system for complex routing
- Built-in workforce management and quality assurance
- Native omnichannel support across more channels
❌ Những gì bạn sẽ mất:
- The free tier and built-in CRM
- Holistic reporting that links service to revenue
- One shared record across marketing and sales
📋 Cách chuyển đổi:
- Export contacts and tickets from your HubSpot account
- Create a Zendesk Suite account and map fields
- Import data, then rebuild forms and macros
🔄 Switching from Zendesk to HubSpot?
✅ Những lợi ích bạn sẽ nhận được:
- A free tier and a built-in CRM platform
- One complete view across sales and service
- Reporting that ties support to revenue
❌ Những gì bạn sẽ mất:
- Advanced ticketing for very high volumes
- Built-in workforce management and quality assurance
- Service AI trained on billions of interactions
📋 Cách chuyển đổi:
- Export tickets and contacts from Zendesk
- Open a HubSpot account and set up Service Hub
- Import data, then connect your other apps
What Our Review Didn’t Cover
This comparison focused on small to mid-size service teams. We did not test large enterprise rollouts, custom API builds, or region-specific data residency. Our pricing reflects the June 2026 plans, and vendors change tiers often. If you run a global support center with 100+ agents, your priorities and customer experiences may differ from what we describe here.
Phán quyết cuối cùng
| Loại | Người thắng |
|---|---|
| 💰 Giá cả | HubSpot |
| 🎫 Ticketing & Routing | Zendesk |
| 🤖 Service AI | Zendesk |
| 📊 Báo cáo & Phân tích | Zendesk |
| 🔌 Tích hợp | Zendesk |
| 🤝 Unified CRM | HubSpot |
| 👶 Dễ sử dụng | HubSpot |
| 🏆 Người chiến thắng chung cuộc | Zendesk |
🏆 NGƯỜI CHIẾN THẮNG: ZENDESK
Zendesk wins 4 of 7 categories.
Phù hợp nhất cho: high-volume support, complex SLAs, deep service analytics reports
HubSpot and Zendesk solve two different problems.
Zendesk is a specialized support platform for dedicated service teams.
HubSpot is a single platform that aligns marketing, sales, and service.
HubSpot is excellent for a unified, 360-degree customer view and a free start.
But for deep customer service operations, Zendesk is the stronger pick.
More of HubSpot Compared
Here is how HubSpot stacks up against other competitors:
HubSpot so với Salesforce
HubSpot thắng nhờ: easier setup, a free tier, a gentler learning curve for small businesses
Salesforce thắng thế nhờ: enterprise customization, deeper sales automation, a wider partner network
HubSpot so với Truyền động đường ống
HubSpot thắng nhờ: all-in-one marketing and service, holistic reporting, a built-in knowledge base
Pipedrive thắng nhờ: sales-pipeline focus, lower entry cost, simpler day-to-day deal tracking
HubSpot so với ActiveCampaign
HubSpot thắng nhờ: unified CRM tools, native service features, a single complete view of contacts
ActiveCampaign thắng nhờ: email automation depth, lower-cost marketing plans, granular campaign logic
So sánh chi tiết hơn về Zendesk
Here is how Zendesk stacks up against other competitors:
Zendesk so với Freshdesk
Zendesk thắng thế ở các điểm sau: mature service AI, a faster agent workspace, deeper reporting and workforce tools
Freshdesk thắng điểm ở các khía cạnh: lower starting price, a free tier, a friendlier setup for small teams
Zendesk so với Intercom
Zendesk thắng thế ở các điểm sau: ticketing depth, phone support, granular service analytics for large queues
Hệ thống liên lạc nội bộ thắng điểm ở các khía cạnh: in-app messaging, proactive chat, a slicker product-led onboarding flow
Zendesk so với Help Scout
Zendesk thắng thế ở các điểm sau: omnichannel support, advanced automation, scalability for high ticket volumes
Hãy giúp Scout giành chiến thắng trong các cuộc thi: simplicity, a human inbox feel, lower cost for small support teams
Câu hỏi thường gặp
HubSpot và Zendesk có những điểm khác biệt gì?
HubSpot is a full CRM platform spanning marketing, sales, and service. Zendesk is a support-first ticketing system built for high-volume customer service. HubSpot unifies teams; Zendesk goes deeper on support.
Tại sao Zendesk lại tốt hơn HubSpot?
For dedicated support, Zendesk wins on ticketing depth, omnichannel routing, and service AI trained on billions of interactions. It also adds workforce management and quality assurance that HubSpot lacks.
Zendesk có thể tích hợp với HubSpot không?
Yes. Zendesk integrates with HubSpot through the Marketplace, so support and CRM data sync. Many teams run both for a best-of-breed setup, pairing Zendesk tickets with the HubSpot CRM.
HubSpot có tốt cho dịch vụ chăm sóc khách hàng không?
Yes. HubSpot Service Hub offers ticketing, live chat, a knowledge base, and Breeze AI. Its built-in CRM gives a complete view, though very high ticket volumes may need Zendesk.
Zendesk được dùng để làm gì?
Zendesk is used to manage customer support at scale. It centralizes tickets, live chat, phone, and social channels in one agent workspace, with AI and reporting to speed resolutions.
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