Help Scout vs HubSpot Service Hub vs Jira Service Management
Overview
Help Scout
Help Scout is a cloud-like customer service platform being able to scale its toolset for businesses of any range and field. What makes it different from the systems on the market i...s no ticketing or portals for managing customer requests. Help Scout is built in an alternative way - as a shared mailbox that enables providing your customer service in the most human-like manner. However, it but doesn’t forget about your business management needs as well.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
HubSpot Service Hub
Service Hub is a new software solution created by HubSpot which is concentrated on business workflow management for improving customer experience and general satisfaction level. Th...e platform contains a set of advanced tools which can help any support team automate a big part of their workflow while understanding and improving relationships with customers.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Jira Service Management
Built with IT Service Management in mind, Jira Service Management is a help desk system created for developers and by developers. Right from the get-go, the tool aims to enhance th...e customer experience through a set of specific features that help agents push more sales, better service, and most importantly, establish your business as a brand.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Pricing
Help Scout
- Help Scout Standard $22
- Help Scout Plus $44
- Help Scout Pro $65
—
- Free trial
HubSpot Service Hub
- HubSpot Service Hub Free $0
- HubSpot Service Hub Starter $15
- HubSpot Service Hub Starter Customer Platform $15
- HubSpot Service Hub Professional $90
- Free trial
Jira Service Management
- Jira Service Management Free $0
- Jira Service Management Standard $24
- Jira Service Management Premium $53
—
- Free trial
Feature comparison
Help Scout
6.4/10
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Macros
- Mobile app
- Multilingual (Multiple) content
- Personal canned responses
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Shared canned responses
- Tags
- Traffic cop
- Add reminders on to-dos
- Canned forms
- Custom & Group Views
- Dynamic content
- Email scheduling
- Restricted conversation views
- Skills-based routing
- To-dos
- Light Agents
- Occasional agents
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
5/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer 360
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Custom user and organization fields
- Customer Lists
- Customer segments
- Group contacts by organization
- Net Promoter Score® Surveys (Feedback)
- Organization profiles
10/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Multi-task workflows with one-touch Scenarios
- Time-based Rules
- Time-triggered automations
- Workflow automations
4.5/10
- Business Hours
- Custom ticket fields
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- Custom status
- Multiple Ticket Forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Dynamic ticket forms
- SLA reporting
2/10
- Auto-suggest Solutions
- Task Management
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
7.1/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (Help Center)
- FreshThemes gallery
7.8/10
- 301 Redirection
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
- Community forums
- Help Center insights
7.3/10
- API rate limit
- Cloud telephony integration app
- Email integration with Outlook
- Google Apps (G Suite)
- HubSpot Integration
- Integration with Atlassian Jira
- Integrations
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Custom objects
- Private custom apps
- Public apps (Marketplace)
- Gamification
3.6/10
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Goals
- Playbooks
- Sequence queues
5.9/10
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Performance distribution
- Save reports
- Ticket drill down in reports
- Tickets closed reports
- User-specific reporting
- Agent Dashboard (Agent Scorecard)
- Overview dashboard
- Support Performance dashboards
- Team Dashboards
- Ticket volume trends
- Manager Dashboard (The Headquarters)
- Zendesk Benchmark
7.9/10
- Ability to configure for HIPAA
- Business rules analysis
- Custom roles and permissions
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Independently Tested
- Log in with Google
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- SSL encryption
- Two-Factor Authentication
- Audit logs
- Custom email servers
- Data center location
- Field-Level Access Control
- User provisioning
3.1/10
- Calling
- Live chat
- Multibrand Support
- SDK
- Chat Support (in English)
- Customer Success Manager
- Email Support
- Facebook
- Guidance Program
- Phone Support (in English)
- Professional Services
- Support Bot
- Web Widget
5/10
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Custom Email Templates
- Email tickets
- Satisfaction surveys - Customizable
- Support workflow
- Ticket export
- Watch tickets
- Time tracking
5.4/10
- Automatic sitemap generation
- Backup
- Date comparisons
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Community forums
- Facebook in-sync app
- Multiple currencies
- Agent Limit
- Announcements
- Project Management
0/10
- Purchase Order (PO) Management
- Asset Lifecycle Management
- Risk Management
0/10
- ITSM Process Integration
0/10
- Change Management
- Problem Management
HubSpot Service Hub
7.1/10
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Macros
- Mobile app
- Multilingual (Multiple) content
- Personal canned responses
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Shared canned responses
- Tags
- Traffic cop
- Add reminders on to-dos
- Canned forms
- Custom & Group Views
- Dynamic content
- Email scheduling
- Restricted conversation views
- Skills-based routing
- To-dos
- Light Agents
- Occasional agents
0/10
- Collaboration
- Linked tickets
- Parent-child ticketing
10/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer 360
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Custom user and organization fields
- Customer Lists
- Customer segments
- Group contacts by organization
- Net Promoter Score® Surveys (Feedback)
- Organization profiles
8.8/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Multi-task workflows with one-touch Scenarios
- Time-based Rules
- Time-triggered automations
- Workflow automations
7.3/10
- Business Hours
- Custom ticket fields
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- Custom status
- Multiple Ticket Forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Dynamic ticket forms
- SLA reporting
2/10
- Auto-suggest Solutions
- Task Management
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
10/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (Help Center)
- FreshThemes gallery
7.8/10
- 301 Redirection
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
- Community forums
- Help Center insights
8.7/10
- API rate limit
- Cloud telephony integration app
- Email integration with Outlook
- Google Apps (G Suite)
- HubSpot Integration
- Integration with Atlassian Jira
- Integrations
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Custom objects
- Private custom apps
- Public apps (Marketplace)
- Gamification
7.3/10
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Goals
- Playbooks
- Sequence queues
7.6/10
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Performance distribution
- Save reports
- Ticket drill down in reports
- Tickets closed reports
- User-specific reporting
- Agent Dashboard (Agent Scorecard)
- Overview dashboard
- Support Performance dashboards
- Team Dashboards
- Ticket volume trends
- Manager Dashboard (The Headquarters)
- Zendesk Benchmark
4.2/10
- Ability to configure for HIPAA
- Business rules analysis
- Custom roles and permissions
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Independently Tested
- Log in with Google
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- SSL encryption
- Two-Factor Authentication
- Audit logs
- Custom email servers
- Data center location
- Field-Level Access Control
- User provisioning
8.5/10
- Calling
- Live chat
- Multibrand Support
- SDK
- Chat Support (in English)
- Customer Success Manager
- Email Support
- Facebook
- Guidance Program
- Phone Support (in English)
- Professional Services
- Support Bot
- Web Widget
8.6/10
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Custom Email Templates
- Email tickets
- Satisfaction surveys - Customizable
- Support workflow
- Ticket export
- Watch tickets
- Time tracking
3.8/10
- Automatic sitemap generation
- Backup
- Date comparisons
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Community forums
- Facebook in-sync app
- Multiple currencies
- Agent Limit
- Announcements
- Project Management
3.3/10
- Purchase Order (PO) Management
- Asset Lifecycle Management
- Risk Management
0/10
- ITSM Process Integration
0/10
- Change Management
- Problem Management
Jira Service Management
5/10
- Agent collision prevention
- Auto Bcc
- Bulk actions
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Macros
- Mobile app
- Multilingual (Multiple) content
- Personal canned responses
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Shared canned responses
- Tags
- Traffic cop
- Add reminders on to-dos
- Canned forms
- Custom & Group Views
- Dynamic content
- Email scheduling
- Restricted conversation views
- Skills-based routing
- To-dos
- Light Agents
- Occasional agents
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
5/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer 360
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Custom user and organization fields
- Customer Lists
- Customer segments
- Group contacts by organization
- Net Promoter Score® Surveys (Feedback)
- Organization profiles
8.8/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Multi-task workflows with one-touch Scenarios
- Time-based Rules
- Time-triggered automations
- Workflow automations
8.2/10
- Business Hours
- Custom ticket fields
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- Custom status
- Multiple Ticket Forms
- Sandbox test environment
- Service Level Agreement (SLA) management
- Dynamic ticket forms
- SLA reporting
8/10
- Auto-suggest Solutions
- Task Management
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
5.7/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (Help Center)
- FreshThemes gallery
4.4/10
- 301 Redirection
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
- Community forums
- Help Center insights
8.7/10
- API rate limit
- Cloud telephony integration app
- Email integration with Outlook
- Google Apps (G Suite)
- HubSpot Integration
- Integration with Atlassian Jira
- Integrations
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Custom objects
- Private custom apps
- Public apps (Marketplace)
- Gamification
0.9/10
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Goals
- Playbooks
- Sequence queues
8.2/10
- Analytics
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Performance distribution
- Save reports
- Ticket drill down in reports
- Tickets closed reports
- User-specific reporting
- Agent Dashboard (Agent Scorecard)
- Overview dashboard
- Support Performance dashboards
- Team Dashboards
- Ticket volume trends
- Manager Dashboard (The Headquarters)
- Zendesk Benchmark
7.5/10
- Ability to configure for HIPAA
- Business rules analysis
- Custom roles and permissions
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- Guaranteed availability SLA (1 Hour Support SLA)
- Independently Tested
- Log in with Google
- Network access restriction (IP Whitelisting)
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- SSL encryption
- Two-Factor Authentication
- Audit logs
- Custom email servers
- Data center location
- Field-Level Access Control
- User provisioning
3.8/10
- Calling
- Live chat
- Multibrand Support
- SDK
- Chat Support (in English)
- Customer Success Manager
- Email Support
- Facebook
- Guidance Program
- Phone Support (in English)
- Professional Services
- Support Bot
- Web Widget
5.7/10
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Custom Email Templates
- Email tickets
- Satisfaction surveys - Customizable
- Support workflow
- Ticket export
- Watch tickets
- Time tracking
6.9/10
- Automatic sitemap generation
- Backup
- Date comparisons
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Community forums
- Facebook in-sync app
- Multiple currencies
- Agent Limit
- Announcements
- Project Management
6.7/10
- Purchase Order (PO) Management
- Asset Lifecycle Management
- Risk Management
10/10
- ITSM Process Integration
10/10
- Change Management
- Problem Management
Reviews
Help Scout
4 of 5
PROS: Help Scout offers a well-designed interface that is easy to use. The Saved Auto Replies feature helps us to respond quickly to cu...
3 of 5
Help Scout offers wonderful customer support and a community experience. Our company has 80 employees using this software, and they are...
5 of 5
An admirable aspect is the vendor keeps improving the software by constantly releasing new features. One feature I love is “Edit this a...
HubSpot Service Hub
5 of 5
The ability to see and have everything on a single dashboard makes it simpler to overlook, understand and manage all the data we have. ...
4 of 5
In HubSpot Service Hub I like the ability to see the metrics considering how many times the particular email was opened, the number of ...
4 of 5
The best thing is that this tool is user-friendly and has a social media-like interface. So, it was very simple for literally everyone ...
Jira Service Management
4 of 5
The good part about JIRA is that teams can configure their own service offerings and customer portals without the need for special acce...
4 of 5
PROS: The Jira Service Management has a clean and sophisticated UI that is a cut above what others offer. Our team is ...
4 of 5
JSD is pretty intuitive and does not require a lot of documentation to get started. The starter pack is pretty attractive but expect to...