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 | Shared inbox + simple support | 1–2 hours | Paid | Low friction and client-friendly support workflows | Less powerful for complex ticketing |
| Zendesk | Full support operation | Half day+ | Paid | Deep workflows, roles, and reporting | Can be heavy for small teams |
| Freshdesk | Budget ticketing | 1–2 hours | Paid | Good ticketing value | Reporting/workflows less advanced than Zendesk |
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 that want simple client support
Help Scout is ideal when you want a shared inbox and clean support experience without building a ‘support department’.
- Fast onboarding for small teams.
- Good for retainer support and ongoing clients.
- Less setup and overhead.
Zendesk
Best for: agencies with heavy support volume
Zendesk is best when you need complex workflows and reporting, or multiple channels at scale.
- Powerful ticketing and roles.
- Better for large teams and complex routing.
- Strong reporting.
Freshdesk
Best for: teams that want tickets without the complexity
Freshdesk can be a good middle ground when you need ticketing but don’t want Zendesk overhead.
- Good value.
- Enough features for many agencies.
- Reasonable setup.
Bottom line
Help Scout is the default for agencies that want simple, friendly support. Zendesk is worth it when support is complex and high-volume. Freshdesk is the value alternative.
FAQ
Do agencies need a full helpdesk?
Only if support is a real deliverable. Many agencies do fine with a shared inbox + clear SLAs.
Which is easiest for clients?
Help Scout often feels simplest and most human for client communication.
When does Zendesk become worth it?
When you need complex routing, many agents, or deep reporting across channels.