Choosing the right customer support platform is no small decision. HubSpot and Zendesk each bring unique strengths to the table, from automation to AI-powered tools. So which one aligns best with your team’s needs? Let’s take a closer look.
When it comes to delivering exceptional customer support, choosing the right platform is like picking the right shoes for a long hike—one wrong step, and things get uncomfortable fast. For many businesses, the decision often comes down to two top contenders: HubSpot and Zendesk. Both platforms offer powerful features to help service teams manage customer inquiries, build knowledge bases, and automate support processes. But which one is the perfect fit for your business?
We’re breaking down HubSpot and Zendesk across key features like automation, knowledge base capabilities, reporting, and more. While both platforms have their strengths, HubSpot’s unified approach might be especially beneficial for businesses looking to align support with sales and marketing.
Zendesk: Zendesk is a solid choice for automating repetitive tasks. With macros, triggers, and automations, agents can power through workflows with a single click—whether it’s updating ticket statuses, assigning tickets, or sending pre-written responses. It’s a tried-and-true system that keeps things moving.
HubSpot: HubSpot brings its own game-changing twist to automation with the new Send Options feature. This nifty tool lets support reps send messages and update a ticket's status in one click, shaving precious seconds off every interaction. Pair this with Snippets for canned responses and Workflows for advanced automations, and you've got a powerful toolkit for streamlining support tasks. The best part? When HubSpot’s automations are tied into CRM data, you get hyper-personalized customer interactions without lifting a finger.
Our Take: Zendesk is great for straightforward automations, but HubSpot wins when it comes to combining efficiency with deep personalization.
Zendesk: If your team has HTML/CSS skills, Zendesk Guide offers the ultimate design flexibility. You can create a fully branded, multi-product help center that aligns perfectly with your brand. It’s a robust tool, but you’ll need a bit of technical know-how to get the most out of it.
HubSpot: HubSpot’s knowledge base setup is more “plug and play.” You won’t get pixel-perfect design control, but what you do get is simplicity and seamless integration with your CRM. The Enterprise plan supports up to 25 separate knowledge bases, making it a solid choice for multi-brand support. Add in AI-driven article suggestions, and you’ve got a self-service tool that’s as smart as it is easy to use.
Our Take: Go with Zendesk if you need deep customization. HubSpot’s your pick if ease of use and integration with CRM tools are a priority.
Zendesk: Zendesk Explore offers powerful reporting tools, including custom analytics, SLA tracking, and predictive insights. If your support team lives and breathes data, you’ll appreciate the level of detail you can dig into.
HubSpot: HubSpot’s reporting might not go as deep in support-specific metrics, but it offers something Zendesk doesn’t—a unified view of your entire business. By connecting support, sales, and marketing data, HubSpot helps you see the big picture and track customer experiences from start to finish. It’s all about bringing your data (and your teams) together.
Our Take: Zendesk offers advanced support analytics, but HubSpot shines if you need a bird’s-eye view across your whole business.
Zendesk: Zendesk’s built-in tools for CSAT (Customer Satisfaction) and NPS (Net Promoter Score) surveys are reliable and easy to use. You can automatically trigger surveys after a ticket is resolved and analyze the results in Zendesk Explore. Custom surveys are also an option with integrations like SurveyMonkey and Typeform.
HubSpot: HubSpot offers CSAT, NPS, and custom surveys too—but with a twist. Since surveys are part of HubSpot’s CRM, responses automatically link to customer profiles, giving you richer insights and enabling personalized follow-ups. Plus, surveys can trigger automation workflows, so you can act on feedback quickly without the sticky notes and spreadsheets.
Our Take: Both platforms offer strong survey tools, but HubSpot's CRM integration gives you a deeper, more connected view of customer sentiment.
Zendesk: Zendesk’s AI tools are great for helping agents manage tickets efficiently. It offers response suggestions and generates ticket summaries, saving valuable time when the ticket queue starts to pile up.
HubSpot: HubSpot’s Breeze AI Copilot offers similar features, but the Breeze Customer Agent takes it a step further. This AI-powered expert is like having a 24/7 support agent on your website, offering instant answers based on your existing content—like knowledge base articles and blogs. It provides personalized responses and knows when to pass the issue to a human agent if needed.
And here’s the best part: The Breeze Customer Agent is live on this page. Look to the bottom right of your screen and chat with it now—no pressure, just a quick demo of how it can elevate your support experience!
Our Take: Zendesk’s AI is solid, but HubSpot’s Breeze Customer Agent offers continuous engagement and a deeper level of personalization.
Zendesk: Zendesk is a specialized support tool with robust features for managing tickets and improving customer experiences. It integrates well with other tools but is primarily focused on support functions.
HubSpot: HubSpot is more like a one-stop shop. As a full-fledged CRM, it brings together sales, marketing, and support, providing a unified view of the entire customer journey. If you're looking to break down silos between departments, HubSpot's all-in-one approach might be exactly what you need.
Our Take: Zendesk offers specialized support tools, while HubSpot delivers a holistic platform that connects all your business functions.
Switching platforms can feel like moving into a new house—exciting, but a bit daunting. Whether you’re ready to make the jump or just exploring your options, Pivot is here to help.
At Pivot, we specialize in helping businesses transition from Zendesk to HubSpot. From setting up automation and training your team to customizing the platform for your unique needs, we’re here to make the process as smooth as possible.
Contact us today to learn how we can support your team through every step of your CRM journey!
At Pivot, we're proud to be a HubSpot Platinum Solutions Partner, backed by a range of certifications that demonstrate our deep expertise and commitment to delivering top-tier customer support solutions:
As a Platinum Partner, we not only have advanced knowledge of the HubSpot ecosystem but also exclusive access to resources, tools, and support directly from HubSpot. When you partner with Pivot, you’re working with a team that has proven success in helping businesses like yours thrive with HubSpot’s powerful CRM platform.