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 |
|---|---|---|---|---|---|
| Zendesk Top pick | Complex support orgs | Half day+ | Paid | Deep workflow, routing, and reporting | More expensive and heavier setup |
| Freshdesk | Most agencies | 1–2 hours | Paid | Great value ticketing and features | Less powerful reporting than Zendesk |
| Help Scout | Shared inbox support | 1–2 hours | Paid | Simplest support workflow | Not a full ticketing powerhouse |
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.
Zendesk
Best for: agencies running serious support operations
Zendesk is best when you need complex workflows, roles, and reporting across many tickets and channels.
- Powerful routing and roles.
- Better for large teams.
- Strong analytics and reporting.
Freshdesk
Best for: teams that want good ticketing value
Freshdesk covers most agency ticketing needs with less overhead and usually a better price point.
- Fast to onboard.
- Solid core ticketing features.
- Good for growing teams.
Help Scout
Best for: teams that want simple client support
Help Scout is ideal when you want support to feel like a shared inbox, not a ticket factory.
- Simple client experience.
- Great for retainer support.
- Low admin overhead.
Bottom line
If you need enterprise workflows and deep reporting, Zendesk is the pick. If you want the best value for agency ticketing, Freshdesk is usually the smarter default.
FAQ
Is Zendesk worth it for small agencies?
Usually not. Unless support is a core product with heavy volume, Freshdesk or Help Scout is typically enough.
Which is faster to set up?
Freshdesk and Help Scout. Zendesk can require more configuration to get right.
What matters most?
Permissions, routing, and reporting. If you don’t need advanced routing, pick the simpler tool.