HubSpot Sales Hub vs Zendesk comparison

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HubSpot Sales Hub

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Executive SummaryUpdated on Dec 19, 2024

Zendesk and HubSpot Sales Hub are key players in the customer service and sales software sector. While Zendesk impresses with its customer support capabilities and pricing, HubSpot Sales Hub is often the preferred option for sales-focused organizations due to its robust sales-driven features and long-term value.

Features: Zendesk excels with an advanced ticketing system, comprehensive automation, and seamless integration capabilities. HubSpot Sales Hub offers a strong CRM system, efficient email tracking, and convenient meeting scheduling, which enhance sales productivity.

Room for Improvement: Zendesk could enhance its analytics capabilities and simplify its integration process to accommodate diverse platforms. There is also room for improvement in mobile app functionality. HubSpot Sales Hub might benefit from advanced customization features, better reporting tools, and more streamlined interface options to enhance user experience.

Ease of Deployment and Customer Service: Zendesk provides a streamlined setup with extensive customization options, making it ideal for large support teams. HubSpot Sales Hub offers straightforward deployment with an emphasis on seamless CRM integration, suitable for sales-focused teams aiming for efficient sales process alignment.

Pricing and ROI: Zendesk presents flexible pricing with significant ROI by enhancing customer service operations. HubSpot Sales Hub provides competitive pricing plans directed at boosting sales productivity, with a strong ROI seen in improved sales performance. While Zendesk is noted for affordable support solutions, the pricing for HubSpot Sales Hub is often justified by its extensive sales features.

To learn more, read our detailed HubSpot Sales Hub vs. Zendesk Report (Updated: September 2026).

HubSpot Sales Hub vs. Zendesk

September 2026

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Helped 913,683 peers since 2012

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

5.9

HubSpot Sales Hub boosts efficiency in lead tracking, communication, and sales management, significantly enhancing business value and strategy.

Sentiment score

6.0

Zendesk delivers cost savings, boosts efficiency, and enhances ticketing and reporting with easy configuration and strong support functions.

Without it, we wouldn't be able to manage everything properly or strategically plan our sales strategy.

For more quotes and insights, download the HubSpot Sales Hub report

Head of Digital Engineering, Management Consultant at Stax Inc.

I can tell you that we probably saved at least three employees full-time with the ticket management and the automation and the macros and the user follow-up being built in.

For more quotes and insights, download the Zendesk report

Consultant and Startup Founder at AimHi Enterprises

Time saved is definitely a benefit because it puts all of our tickets in one spot.

reviewer2795478

Technical Solutions Lead at a computer software company with 51-200 employees

I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.

Filipe Abreu

Junior system analyst at Wevt clous

Customer Service

Sentiment score

6.7

HubSpot Sales Hub provides prompt customer service, praised for responsiveness, but faces occasional language and time zone challenges.

Sentiment score

6.0

Zendesk offers responsive 24/7 support, rated highly for effectiveness, professionalism, and enhancing user satisfaction despite documentation reliance.

They consistently respond and provide solutions, though some limitations are inherent to the tool itself.

Head of Digital Engineering, Management Consultant at Stax Inc.

It is more difficult with the language in Portuguese, which complicates understanding other functions.

Andressa Didyk

Account Executive at a tech services company with 51-200 employees

The community of HubSpot Sales Hub and information available in Google is sufficient enough to basically self-help myself.

For more quotes and insights, download the HubSpot Sales Hub report

Process Improvement Consultant at a consultancy with 51-200 employees

There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.

Technical Support Engineer/ QA at a computer software company with 11-50 employees

The technical support provided by Zendesk has been very satisfactory.

For more quotes and insights, download the Zendesk report

CEO at Etcetera Networks

Their support team from Zendesk is excellent, similar to what you have in Freshdesk.

Anita Orioma

Customer Success Manager at Mimshackworks Endeavors

Scalability Issues

Sentiment score

7.2

HubSpot Sales Hub offers scalable usage for moderate-sized teams, though larger growth may require additional modules and costs.

Sentiment score

7.0

Zendesk scales well, but larger teams may need adjustments; integration is straightforward, though pricing and customization can be challenging.

Regarding scalability, I think it's really well-designed; not to some enormous size, but it allowed us to start easily and then expand really.

For more quotes and insights, download the HubSpot Sales Hub report

Process Improvement Consultant at a consultancy with 51-200 employees

We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making.

Dimitri Cooper

Project Manager III at City of Union City Government

Zendesk can scale from very small companies to very large ones.

CEO at Etcetera Networks

Zendesk's scalability is excellent.

For more quotes and insights, download the Zendesk report

Technical Support Engineer/ QA at a computer software company with 11-50 employees

Stability Issues

Sentiment score

8.3

HubSpot Sales Hub is highly rated for stability, consistently reliable with minimal issues and infrequent API glitches.

Sentiment score

7.8

Zendesk is stable, reliable, handles high traffic well, with rare outages and praised communication during maintenance and updates.

For instance, out of 10,000 API requests, approximately 10 might get missed with absolutely no record of them.

Head of Digital Engineering, Management Consultant at Stax Inc.

I don't recall experiencing any outages or downtime with HubSpot Sales Hub.

For more quotes and insights, download the HubSpot Sales Hub report

Process Improvement Consultant at a consultancy with 51-200 employees

They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company.

Dimitri Cooper

Project Manager III at City of Union City Government

Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable.

For more quotes and insights, download the Zendesk report

Technical Support Engineer/ QA at a computer software company with 11-50 employees

I did not face any slowdown issue in Zendesk; it smoothly handles a lot of tickets.

RahulKumar16

Senior Software Developer at a tech services company with 51-200 employees

Room For Improvement

HubSpot Sales Hub requires enhancements in lead capture, automation, pricing, UI modernization, and better training and documentation.

Zendesk needs improved customization, user-friendliness, pricing clarity, mobile optimization, and expanded communication features for better user satisfaction.

The overall cost is relatively high compared to some alternatives available in the market.

Head of Digital Engineering, Management Consultant at Stax Inc.

The problem with the email tracking feature is that it recognizes auto-screening in email tools, which means HubSpot Sales Hub thinks an email opened by an end-user is actually an email that is screened, giving me false expectations.

For more quotes and insights, download the HubSpot Sales Hub report

Process Improvement Consultant at a consultancy with 51-200 employees

HubSpot seems to be in the lead right now in terms of consolidating a lot of those point solutions into one core platform, which Sales Hub is a part of, and the CRM and marketing pro are also core to driving our business and go-to-market engine.

reviewer2834418

VP of sales at a tech vendor with 11-50 employees

Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple.

Filipe Abreu

Junior system analyst at Wevt clous

Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform.

For more quotes and insights, download the Zendesk report

Technical Support Engineer/ QA at a computer software company with 11-50 employees

Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective.

Dimitri Cooper

Project Manager III at City of Union City Government

Setup Cost

HubSpot Sales Hub offers competitive pricing with flexible options, appealing to enterprises, despite potential complexity and varying costs.

Zendesk's pricing, viewed as expensive, varies with features and agents, and users should seek tailored solutions from Zendesk.

The sales component is somewhat expensive, making the overall cost higher compared to some other available options.

For more quotes and insights, download the HubSpot Sales Hub report

Head of Digital Engineering, Management Consultant at Stax Inc.

We managed to get a really great discount for the first year because we had recently raised a round of Series A funding, qualifying us as an early-stage startup that received a pretty significant discount in year one.

reviewer2834418

VP of sales at a tech vendor with 11-50 employees

My experience with pricing, setup cost, and licensing for Zendesk shows that pricing is really affordable compared to other customer management software.

Keith Veloso

Dental Virtual Assistant at getreach.co

It is not the cheapest solution nor the most expensive, but it provides value for money.

CEO at Etcetera Networks

The experience with pricing, setup cost, and licensing for Zendesk was quite expensive.

For more quotes and insights, download the Zendesk report

Consultant and Startup Founder at AimHi Enterprises

Valuable Features

HubSpot Sales Hub streamlines sales with features like pipeline management, CRM integration, and marketing automation for efficient, strategic planning.

Zendesk offers ease of use, powerful integrations, customizable dashboards, comprehensive ticket management, and robust security with seamless data exchange.

The most important feature for us is the ability to plan workflows and integrate other systems manually, even without native connectivity.

For more quotes and insights, download the HubSpot Sales Hub report

Head of Digital Engineering, Management Consultant at Stax Inc.

The ability to see and track who is engaging with your content, your emails, prioritizing who to follow up with based on a lot of data that is ingested via intent signals and automation is significant.

reviewer2834418

VP of sales at a tech vendor with 11-50 employees

The divisions for sales and the graphics are very customizable in HubSpot Sales Hub.

Andressa Didyk

Account Executive at a tech services company with 51-200 employees

It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.

CEO at Etcetera Networks

Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.

Filipe Abreu

Junior system analyst at Wevt clous

Being able to put response counters on certain tickets and have certain ones that are high priority and have a tighter SLA than lower priority items, being able to categorize them as a question versus an urgent request, and being able to bucket them as feature requests or product enhancements.

For more quotes and insights, download the Zendesk report

Consultant and Startup Founder at AimHi Enterprises

Categories and Ranking

HubSpot Sales Hub

Ranking in CRM

13th

Average Rating

8.0

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

AI Sales & Marketing (8th)

Zendesk

Ranking in CRM

5th

Average Rating

8.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Help Desk Software (3rd), IT Service Management (ITSM) (5th), Reporting (7th), Knowledge Management Software (3rd), AI Customer Support (8th), AI IT Support (4th)

Mindshare comparison

As of September 2026, in the CRM category, the mindshare of HubSpot Sales Hub is 0.9%, down from 1.0% compared to the previous year. The mindshare of Zendesk is 1.4%, up from 1.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Mindshare Distribution
Product	Mindshare (%)
Zendesk	1.4%
HubSpot Sales Hub	0.9%
Other	97.7%

CRM

Featured Reviews

Reliable contact and pipeline management has organized my sales work but email tracking and UI personalization still need improvement

Process Improvement Consultant at a consultancy with 51-200 employees

I think the areas of HubSpot Sales Hub that could be improved or enhanced are probably templates that could be a bit smarter and the overall UI, which is not the best.What bothers me about the UI of HubSpot Sales Hub is that it's a bit flat, and it does not allow for the personalization to the point I would want, as I would prefer it to look more like ClickUp tools where I can change the way it looks for my preference. The email tracking feature of HubSpot Sales Hub helps me assess prospect engagement, but I don't think it works well and it needs to be improved; the problem with it is that it recognizes auto-screening in email tools, which means HubSpot Sales Hub thinks an email opened by an end-user is actually an email that is screened, giving me false expectations. The benefits I've seen from custom reporting are quite acceptable, but the only thing I would improve is the Sankey feature; this feature is amazing in theory but it's not working very well, and I don't really understand how it's working. Regarding integration capabilities, I integrate HubSpot Sales Hub with Apollo and Fireflies, and while the Outlook features are acceptable, Outlook should be improved since it's really problematic; the problem is that it's constantly disconnecting, and every time you go to Outlook you have to log in again, which nobody remembers.

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Macros and automation have streamlined workflows and reduced manual effort across support teams

Consultant and Startup Founder at AimHi Enterprises

The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

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Top Industries

By visitors reading reviews

Comms Service Provider

18%

Construction Company

14%

Financial Services Firm

12%

University

10%

Outsourcing Company

10%

Construction Company

10%

Financial Services Firm

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	16
Midsize Enterprise	4
Large Enterprise	3

By reviewers
Company Size	Count
Small Business	37
Midsize Enterprise	22
Large Enterprise	12

Questions from the Community

What is your experience regarding pricing and costs for HubSpot Sales Hub?

My experience with pricing, setup cost, and licensing was a bit confusing, to be honest; I think HubSpot has gone through a lot of recent change around the packaging and the way that it is sold in ...

What needs improvement with HubSpot Sales Hub?

I look forward to seeing a lot of the innovation in the space regarding Agentic AI and the ability to have AI agents working on your behalf via HubSpot to do some prospecting for and to fill the to...

What is your primary use case for HubSpot Sales Hub?

My main use case for HubSpot Sales Hub is that it syncs very well with the way that we track our business via the HubSpot CRM, and it provides me workflows and solutions to manage my day-to-day act...

What is your experience regarding pricing and costs for Zendesk Support?

My experience with pricing, setup cost, and licensing for Zendesk shows that pricing is really affordable compared to other customer management software. The setup is pretty simple as well, but if ...

What needs improvement with Zendesk Support?

Regarding my main use case for Zendesk, it is really easy to use, but one of the cons I have with it is that it takes some time to load information. Most of the time, if a particular candidate has ...

What is your primary use case for Zendesk Support?

On a day-to-day basis, I use Zendesk to track, manage, and work on my cases. I also use it to upload information securely, and this is not only limited to documents but also to images and reports. ...

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Product Reports

Download HubSpot Sales Hub product report

HubSpot Sales Hub

September 2026

Download Zendesk product report

August 2026

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

HubSpot Sales Hub is a powerful CRM platform that enhances sales operations with features like pipeline management and customer journey mapping, while offering seamless integration and automation.

HubSpot Sales Hub provides a comprehensive suite of tools designed to optimize sales processes. Its intuitive interface supports efficient task completion through features like easy call functionality and customization options. The platform excels in email tracking and custom reporting, aiding in accurate sales forecasting. Integration capabilities enhance organizational visibility, while automation streamlines workflows. Despite its strengths, users seek improvements in lead capture accuracy, automation complexities, and customization flexibility, alongside more robust reporting and AI-driven analytics.

What are the key features of HubSpot Sales Hub?

Pipeline Management: Streamlines tracking and management of sales pipelines.
Customer Journey Mapping: Visualizes and enhances customer interactions.
Seamless Integration: Connects effortlessly with other systems for improved organization.
Automation Capabilities: Automates routine tasks, enhancing productivity.
Email Tracking: Offers insights into customer engagement through email monitoring.
Custom Reporting: Facilitates better decision-making with tailored reports.

What benefits or ROI should be expected?

Improved Forecasting: Accurate reporting enhances sales predictions.
Enhanced Visibility: Integration and automation boost operational insight.
Task Efficiency: Intuitive features streamline workflow management.
Sales Cycle Management: Flexibility supports diverse sales strategies.

HubSpot Sales Hub is widely implemented across industries for tasks like opportunity management and sales lifecycle tracking. It assists in proposal generation, lead management, and marketing campaigns, positioning it as a critical tool for sales and marketing teams aiming to improve workflow and customer relationships.

HubSpot

Zendesk provides a versatile platform for managing customer interactions, offering efficient ticketing, customization, and integration features across multiple channels to enhance user experiences.

Zendesk stands out for its simplicity, ease of use, and comprehensive integration capabilities with CRM tools, which help optimize workflow efficiency. Users benefit from advanced analytics and reporting features that offer valuable insights into customer behavior. Multi-channel support and self-service portals are integral components, enhancing customer interaction experiences. While security protocols and flexible configurations contribute to its broad appeal, areas for improvement include more intuitive reporting, advanced customization of triggers and automations, and enhancements in knowledge management. Users express the need for better ticket management functionalities, efficient data synchronization, and refined interface aesthetics. Performance can be impacted by extensive customization, and there’s a call for competitive pricing and simplified licensing options.

What are Zendesk's most important features?

Simplicity and Ease of Use - Facilitates smooth onboarding and daily operations.
Integration Capabilities - Seamlessly integrates with CRM tools to enhance workflows.
Analytics and Reporting - Provides insights into customer behavior and operational efficiency.
Multi-Channel Support - Manages customer interactions across various channels.
Self-Service Portals - Empowers users to access information and solve issues independently.
Security and Flexibility - Offers strong security protocols and flexible configuration options.

What benefits and ROI should users look for in reviews?

Increased Productivity - Streamlines processes to boost team efficiency.
Enhanced Customer Experience - Multi-channel support and self-service options improve interactions.
Insightful Data Analysis - Superior reporting features offer valuable business insights.
Improved Workflow - Integrates seamlessly with existing tools to optimize operations.

Zendesk is extensively applied across sectors for customer support management and technical issue resolution. In HR or IT settings, it facilitates internal requests and knowledge base creation. Organizations leverage Zendesk's integration with collaboration tools like Slack and Jira, automating workflows and delivering detailed analytics, which are particularly useful for multinational operations handling queries in different languages and brands.

Sample Customers

digimind, easyrecrue, software2, subaru, suzuki, Huif

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber