Quick comparison
Shortlist first, details second. Always double-check current pricing and plan limits on the vendor site.
| Tool | Best for | Setup time | Pricing | Why it’s here | Watch-out |
|---|---|---|---|---|---|
| Help Scout Top pick | Simple client support | 1–2 hours | Paid | Low friction and client-friendly experience | Not ideal for complex routing |
| Freshdesk | Ticketing value | 1–2 hours | Paid | Good ticketing with strong value | Less advanced reporting than Zendesk |
| Zendesk | Complex support ops | Half day+ | Paid | Deep workflows and analytics | Heavy for small teams |
How we picked
- Optimized for agency workflows: delivery visibility, client collaboration, and handoffs.
- Prioritized low-friction setup and sane permissions (so you actually adopt it).
- Checked reporting and “share with clients” realism (not just feature checkboxes).
- Included a clear watch-out for each option to avoid bad fits.
Pricing checked: 7 Jan 2026. Evaluated on: setup friction, permissions, reporting, and handoff realism.
Help Scout
Best for: agencies doing retainer support
Help Scout is best when support is part of ongoing client delivery and you want it to feel simple and human.
- Shared inbox + lightweight workflows.
- Fast onboarding.
- Works well with small teams.
Freshdesk
Best for: teams that want tickets without enterprise overhead
Freshdesk is a great middle-ground for agencies that need real ticketing but want good value.
- Solid core ticketing.
- Easy to scale gradually.
- Good for multi-channel support.
Zendesk
Best for: agencies with heavy support volume
Zendesk is worth it when support becomes an operation with complex routing and reporting needs.
- Powerful workflows.
- Roles + routing scale well.
- Best for larger teams.
Bottom line
Most agencies are happier with a simpler helpdesk. Start with Help Scout for low friction, Freshdesk for ticketing value, or Zendesk if support is truly complex.
FAQ
Do I need tickets or just a shared inbox?
Many agencies can run on a shared inbox + SLAs. Use ticketing when volume and routing require it.
What’s the biggest adoption blocker?
Too much configuration. Keep workflows simple and focus on response time and ownership.
Should clients have logins?
Usually no. Email-first support is often simplest, with clear visibility and reporting on your side.