Help Scout vs Jira Service Management vs Zendesk
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
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
Zendesk
Zendesk is the industry-leading customer service solution that equips you to deliver quality customer service. It covers nearly every business aspect: from managing a help desk to ...the IT service with ITSM best practices. Its varied functionality comes in a product line: Zendesk for sales, Zendesk for service, and Sunshine Platform.
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
Jira Service Management
- Jira Service Management Free $0
- Jira Service Management Standard $24
- Jira Service Management Premium $53
- Free trial
Zendesk
- Support Team $19
- Support Professional $55
- Support Enterprise $115
- 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
- Custom & Group Views
- Light Agents
- Occasional agents
- Restricted conversation views
- Contextual Workspaces
- Dynamic content
- Email scheduling
- Essentials Card
- Guided Mode
- Skills-based routing
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
4/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer 360
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Custom user and organization fields
- Customer journey
- Customer Lists
- Device data log
- Identify contacts using external ID
- Net Promoter Score® Surveys (Feedback)
- Satisfaction Prediction
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
4.2/10
- Business Hours
- Custom ticket fields
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- Custom status
- Dynamic ticket forms
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- SLA reporting
- Premium Sandbox
- Sandbox test environment
1.7/10
- Auto-suggest Solutions
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Task Management
- Form templates
10/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
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
- Gamification
- Private custom apps
- Public apps (Marketplace)
8/10
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
- Goals
4.8/10
- 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)
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Support Performance dashboards
- Team Dashboards
- Zendesk Benchmark
- Advanced Insights
- Schedule Data Export
- Schedule Reports
- Ticket lifecycle report
- Ticket volume trends
6.8/10
- 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
- Data center location
- Field-Level Access Control
- User provisioning
- Advanced password policy for agents and customers
- Agent device management
- Automatic redaction
- Content Delivery Network
- Email compliance archive
3.3/10
- Calling
- Live chat
- Multibrand Support
- SDK
- Email Support
- Phone Support (in English)
- Web Widget
- Chat Support (in English)
- Facebook
- Guidance Program
- Professional Services
- Twitter
4.4/10
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Email tickets
- Support workflow
- Ticket export
- Time tracking
- Watch tickets
- Assume identity
- Custom Email Templates
- Satisfaction surveys - Customizable
- Ticket templates
5.8/10
- Automatic sitemap generation
- Backup
- Date comparisons
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Agent Limit
- Announcements
- Community forums
- Facebook in-sync app
- Project Management
0/10
- ITSM Process Integration
0/10
- Asset Lifecycle Management
- Risk Management
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
- Custom & Group Views
- Light Agents
- Occasional agents
- Restricted conversation views
- Contextual Workspaces
- Dynamic content
- Email scheduling
- Essentials Card
- Guided Mode
- Skills-based routing
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
4/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer 360
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Custom user and organization fields
- Customer journey
- Customer Lists
- Device data log
- Identify contacts using external ID
- Net Promoter Score® Surveys (Feedback)
- Satisfaction Prediction
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
7.5/10
- Business Hours
- Custom ticket fields
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- Custom status
- Dynamic ticket forms
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- SLA reporting
- Premium Sandbox
- Sandbox test environment
6.7/10
- Auto-suggest Solutions
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Task Management
- Form templates
8/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
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
- Gamification
- Private custom apps
- Public apps (Marketplace)
2/10
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
- Goals
6.7/10
- 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)
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Support Performance dashboards
- Team Dashboards
- Zendesk Benchmark
- Advanced Insights
- Schedule Data Export
- Schedule Reports
- Ticket lifecycle report
- Ticket volume trends
6.4/10
- 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
- Data center location
- Field-Level Access Control
- User provisioning
- Advanced password policy for agents and customers
- Agent device management
- Automatic redaction
- Content Delivery Network
- Email compliance archive
4.2/10
- Calling
- Live chat
- Multibrand Support
- SDK
- Email Support
- Phone Support (in English)
- Web Widget
- Chat Support (in English)
- Facebook
- Guidance Program
- Professional Services
- Twitter
5/10
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Email tickets
- Support workflow
- Ticket export
- Time tracking
- Watch tickets
- Assume identity
- Custom Email Templates
- Satisfaction surveys - Customizable
- Ticket templates
7.5/10
- Automatic sitemap generation
- Backup
- Date comparisons
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Agent Limit
- Announcements
- Community forums
- Facebook in-sync app
- Project Management
10/10
- ITSM Process Integration
10/10
- Asset Lifecycle Management
- Risk Management
10/10
- Change Management
- Problem Management
Zendesk
7.5/10
- 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
- Custom & Group Views
- Light Agents
- Occasional agents
- Restricted conversation views
- Contextual Workspaces
- Dynamic content
- Email scheduling
- Essentials Card
- Guided Mode
- Skills-based routing
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
9.3/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer 360
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Custom user and organization fields
- Customer journey
- Customer Lists
- Device data log
- Identify contacts using external ID
- Net Promoter Score® Surveys (Feedback)
- Satisfaction Prediction
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
9.2/10
- Business Hours
- Custom ticket fields
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- Custom status
- Dynamic ticket forms
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- SLA reporting
- Premium Sandbox
- Sandbox test environment
5/10
- Auto-suggest Solutions
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Task Management
- Form templates
8/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
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
10/10
- 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
- Gamification
- Private custom apps
- Public apps (Marketplace)
0/10
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
- Goals
9.5/10
- 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)
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Support Performance dashboards
- Team Dashboards
- Zendesk Benchmark
- Advanced Insights
- Schedule Data Export
- Schedule Reports
- Ticket lifecycle report
- Ticket volume trends
8.9/10
- 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
- Data center location
- Field-Level Access Control
- User provisioning
- Advanced password policy for agents and customers
- Agent device management
- Automatic redaction
- Content Delivery Network
- Email compliance archive
10/10
- Calling
- Live chat
- Multibrand Support
- SDK
- Email Support
- Phone Support (in English)
- Web Widget
- Chat Support (in English)
- Facebook
- Guidance Program
- Professional Services
- Twitter
7.5/10
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Email tickets
- Support workflow
- Ticket export
- Time tracking
- Watch tickets
- Assume identity
- Custom Email Templates
- Satisfaction surveys - Customizable
- Ticket templates
6.7/10
- Automatic sitemap generation
- Backup
- Date comparisons
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Agent Limit
- Announcements
- Community forums
- Facebook in-sync app
- Project Management
0/10
- ITSM Process Integration
0/10
- Asset Lifecycle Management
- Risk Management
5/10
- 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...
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...
Zendesk
5 of 5
The key goals to deliver fast and quality responses to ticket and communicate on multiple channels are smoothly fulfilled with Zendesk....
4 of 5
Zendesk proved to be efficient in a quick issue resolution on multiple channels on time. The collaboration features enhanced and improv...
5 of 5
Zendesk provides a comprehensible UI and a lot of useful capabilities. It is worth to mention the outstanding features of customer sati...