Head to head
Zendesk Guide vs Heap
Both platforms are scored with the same methodology and the same category rubric. Nothing on this page is influenced by advertising.
52/100Higher score | 51/100 | |
|---|---|---|
| Category rank | #1 | #2 |
| Confidence | High confidence | High confidence |
| External Reputation | 86 | 85 |
| AI Authority | 23 | 6 |
| Web Authority | 35 | 49 |
| Expert Assessment | 57 | 62 |
| TOP10 User Score | — | — |
| Pricing | $19/agent/month billed annually (Support Team — does not include the knowledge base) · free tier: No free plan; 14-day free trial on Suite Team | Not published · free tier: A "Start for free" entry point exists on the Contentsquare Heap page, but its limits are unverified |
| Pricing model | Subscription (per-agent) with usage-based AI billing | Custom |
| Best for | Organisations already on or migrating to Zendesk Suite for ticketing that want multilingual self-service and AI deflection tightly coupled to the ticket queue. | Product or growth teams that want quantitative analytics plus qualitative session replay, heatmaps and surveys from one vendor, prefer autocapture over rigorous event schemas, and are comfortable buying into Contentsquare's wider experience-intelligence suite. |
| Avoid if | You need a standalone knowledge base, public docs site or internal wiki without a helpdesk, or you have a tight, predictable budget that cannot absorb unpublished AI usage rates and $55+/agent/month. | You specifically wanted independent, engineering-first Heap, or you need published self-serve pricing you can budget against without talking to sales. |
| Markets | SMB, Mid-Market, Enterprise | Product teams, UX/design teams, eCommerce, Digital marketing, Enterprise |
| Founded | — | — |
| Headquarters | — | — |
A higher TOP SCORE means more of the evidence favours that platform on this methodology — it is not a recommendation, and it does not account for your specific requirements. Advertisers are never declared the winner of a comparison.