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HubSpot CRM vs Zendesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 19, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
6.7
HubSpot CRM boosts lead generation and revenue, with varying ROI and valued for efficiency, automation, and data security.
Sentiment score
6.7
Zendesk enhances organizational efficiency and productivity, reducing costs despite licensing fees, with varied but significant financial benefits.
 

Customer Service

Sentiment score
7.3
Users commend HubSpot CRM's timely support, though improvements like live agents and self-help access are needed for some.
Sentiment score
6.3
Zendesk excels in responsiveness and issue resolution, though reliance on documentation may delay human support replies.
Part of it is different language use, and while that's okay, it wasn't immediately evident where to find help, verify, or submit a question and get responses.
HubSpot's customer service is excellent and fast.
There is always an account rep that's available, and there is a technical account rep that is available for every account.
The technical support provided by Zendesk has been very satisfactory.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
 

Scalability Issues

Sentiment score
7.3
HubSpot CRM is scalable for all company sizes, but some prefer pairing it with Salesforce for enhanced capabilities.
Sentiment score
7.4
Zendesk scales well for various team sizes; praised for customization, integration, though challenges include data backup and departmental customization.
There are a lot of enterprises using it, however, even as a GTM for HubSpot, their target market is predominantly SMB.
Handling around 100 to 150 users is fine.
Zendesk can scale from very small companies to very large ones.
The scalability of Zendesk is still in the same range as Freshdesk.
 

Stability Issues

Sentiment score
8.5
Users praise HubSpot CRM for its stability, reliability, and strong performance, despite occasional minor delays in operations.
Sentiment score
7.7
Zendesk is stable and reliable, despite occasional outages, making it ideal for small businesses and startups globally.
 

Room For Improvement

HubSpot CRM needs improvements in customization, pricing, integration, UI, mobile app, support, automation, scalability, and subscription features.
Zendesk users face challenges with interface clumsiness, slow performance, customization, integration, and pricing, affecting overall usability and efficiency.
A better CRM can be achieved by providing more customization features.
The response time is slow.
HubSpot should establish some pre-deployable packages that, when contracted, offer basic functionality.
There could be improvements in integration, which can be achieved with APIs or tools like Zapier.
 

Setup Cost

HubSpot CRM offers mid-range pricing with modular options but is criticized for limited advanced features and perceived high cost.
Zendesk pricing varies, perceived as high, but offers value and flexibility; negotiation advised for larger teams to optimize costs.
It is not the cheapest solution nor the most expensive, but it provides value for money.
 

Valuable Features

HubSpot CRM is valued for its user-friendly design, seamless integrations, automation, customizable workflows, scalable features, and real-time reporting.
Zendesk offers user-friendly integration, robust features, and valuable tools, enhancing efficiency and streamlining customer support processes effectively.
HubSpot stands out for its ease of use, especially with sequence creation compared to other CRM solutions.
The integration is very good, especially with Adobe and Google.
All the automation features, where I can completely automate a cadence like emailing, lead scoring, and lead qualification, everything can be automated, including all workflows.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
The benefits I have seen from using Zendesk include faster response times.
 

Categories and Ranking

HubSpot CRM
Ranking in CRM
5th
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
48
Ranking in other categories
No ranking in other categories
Zendesk
Ranking in CRM
24th
Average Rating
8.2
Reviews Sentiment
6.7
Number of Reviews
61
Ranking in other categories
CRM Customer Engagement Centers (7th), Help Desk Software (11th), IT Service Management (ITSM) (11th), Sales Force Automation (11th), Reporting (19th), Knowledge Management Software (4th), Community Platforms (3rd)
 

Mindshare comparison

As of August 2025, in the CRM category, the mindshare of HubSpot CRM is 2.5%, up from 1.8% compared to the previous year. The mindshare of Zendesk is 1.5%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Featured Reviews

Charles Dickens - PeerSpot reviewer
Effortlessly manage relationships with seamless contact data integration
The primary area to improve is creating deployable packages. When I buy into HubSpot, I have a list of checks, however, I am left to figure out how to use it. I start with a budget, and it's just a persistent sales demand. HubSpot should establish some pre-deployable packages that, when contracted, offer basic functionality. It is important to be clear about what it doesn't provide or what else is needed. I can outfit myself with my own tools or other options as I evaluate the board. They are building businesses for themselves. However, there's always a limiting function encountered. Understanding limitations upon entry would be beneficial so I don't constantly stumble upon unknown constraints. A package covering everything in a particular area without requiring the entire purchase would be excellent.
JohanSkibdahl - PeerSpot reviewer
Automating customer support with advanced AI capabilities and seamless communication
Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo, enhancing our workflows.
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Top Industries

By visitors reading reviews
Computer Software Company
13%
Comms Service Provider
11%
Performing Arts
11%
Wholesaler/Distributor
7%
Computer Software Company
22%
Manufacturing Company
7%
Educational Organization
6%
Performing Arts
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about HubSpot CRM?
The best thing about HubSpot is its clear workflow. Anyone can understand the flows of your contacts, your emails, their delivery dates, and the reasons behind their movements.
What is your experience regarding pricing and costs for HubSpot CRM?
The cost is about the same price, currently charged monthly.
What is your primary use case for HubSpot CRM?
I use Segment, mainly Segment. We use CRM, usually HubSpot CRM. Some clients use HubSpot CRM and Zoho CRM. Different clients use different kinds of CRM, but we don't use them. We mostly focus on ma...
What do you like most about Zendesk Support?
I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...
What is your experience regarding pricing and costs for Zendesk Support?
Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.
What needs improvement with Zendesk Support?
There could be improvements in integration, which can be achieved with APIs or tools like Zapier ( /products/zapier-reviews ). However, easier integration could enhance the usability. Multilingual ...
 

Comparisons

 

Also Known As

No data available
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

 

Sample Customers

digimind, easyrecrue, software2, subaru, suzuki
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about HubSpot CRM vs. Zendesk and other solutions. Updated: July 2025.
865,384 professionals have used our research since 2012.