Help Scout vs Salesforce Service Cloud 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
Salesforce Service Cloud
There is a wide range of different help desk systems and picking one that would address all your needs can be a hurdle. Each tool offers something that others don’t and only few ca...n actually deliver on these promises. Which brings us to the next key question, what is Salesforce Service Cloud and should you use it as your daily driver? Find out this and more in our in-depth analysis.
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 $25
- Help Scout Plus $50
- Help Scout Company $65
—
- Free trial not available
Salesforce Service Cloud
- Salesforce Service Cloud Essentials $25
- Salesforce Service Cloud Enterprise $165
- Salesforce Service Cloud Professional $80
- Salesforce Service Cloud Unlimited $330
- Free trial not available
Jira Service Management
- Jira Service Management Free $0
- Jira Service Management Standard $22
- Jira Service Management Premium $49
—
- Free trial not available
Feature comparison
Help Scout
6.9/10
- 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
- Canned forms
- Contextual Workspaces
- Custom & Group Views
- Dynamic content
- Restricted conversation views
- Skills-based routing
- Light Agents
- Occasional agents
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
5.5/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer 360
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Custom user and organization fields
- Customer Lists
- Group contacts by organization
- Identify contacts using external ID
- Organization profiles
8.9/10
- 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
- Round robin ticket assignment
4.2/10
- Business Hours
- Custom ticket fields
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- Custom status
- Multiple Ticket Forms
- Premium Sandbox
- Sandbox test environment
- Service Level Agreement (SLA) management
- Dynamic ticket forms
- SLA reporting
1.7/10
- Auto-suggest Solutions
- Approval Workflows
- Form templates
- Task Management
- 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
7/10
- 301 Redirection
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
- Article Versioning
- Community forums
- Help Center insights
6.9/10
- 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
- Endpoints
- Private custom apps
- Public apps (Marketplace)
- Gamification
4/10
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- Goals
5.6/10
- 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
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Overview dashboard
- Team Dashboards
- Ticket lifecycle report
- Manager Dashboard (The Headquarters)
- Support Performance dashboards
- Zendesk Benchmark
7.3/10
- 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
- Advanced password policy for agents and customers
- Audit logs
- Content Delivery Network
- Custom SSL certificates (default free)
- Data center location
- Field-Level Access Control
- User provisioning
4/10
- Calling
- Live chat
- Multibrand Support
- SDK
- Email Support
- Facebook
- Phone Support (in English)
- Support Bot
- Twitter
- Web Widget
4.7/10
- 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
- Ticket templates
- Time tracking
- Watch tickets
5.4/10
- Automatic sitemap generation
- Backup
- Date comparisons
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Announcements
- Community forums
- Multiple currencies
- Agent Limit
- Facebook in-sync app
- Project Management
0/10
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
- Risk Management
0/10
- ITSM Process Integration
0/10
- Change Management
- Problem Management
Salesforce Service Cloud
6.5/10
- 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
- Canned forms
- Contextual Workspaces
- Custom & Group Views
- Dynamic content
- Restricted conversation views
- Skills-based routing
- Light Agents
- Occasional agents
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
9.1/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer 360
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Custom user and organization fields
- Customer Lists
- Group contacts by organization
- Identify contacts using external ID
- Organization profiles
8.9/10
- 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
- Round robin ticket assignment
8.3/10
- Business Hours
- Custom ticket fields
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- Custom status
- Multiple Ticket Forms
- Premium Sandbox
- Sandbox test environment
- Service Level Agreement (SLA) management
- Dynamic ticket forms
- SLA reporting
6.7/10
- Auto-suggest Solutions
- Approval Workflows
- Form templates
- Task Management
- 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
9/10
- 301 Redirection
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
- Article Versioning
- Community forums
- Help Center insights
7.5/10
- 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
- Endpoints
- Private custom apps
- Public apps (Marketplace)
- Gamification
5/10
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- Goals
6.1/10
- 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
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Overview dashboard
- Team Dashboards
- Ticket lifecycle report
- Manager Dashboard (The Headquarters)
- Support Performance dashboards
- Zendesk Benchmark
8.1/10
- 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
- Advanced password policy for agents and customers
- Audit logs
- Content Delivery Network
- Custom SSL certificates (default free)
- Data center location
- Field-Level Access Control
- User provisioning
10/10
- Calling
- Live chat
- Multibrand Support
- SDK
- Email Support
- Facebook
- Phone Support (in English)
- Support Bot
- Twitter
- Web Widget
6.7/10
- 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
- Ticket templates
- Time tracking
- Watch tickets
5.4/10
- Automatic sitemap generation
- Backup
- Date comparisons
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Announcements
- Community forums
- Multiple currencies
- Agent Limit
- Facebook in-sync app
- Project Management
8.6/10
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
- Risk Management
0/10
- ITSM Process Integration
0/10
- Change Management
- Problem Management
Jira Service Management
5.4/10
- 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
- Canned forms
- Contextual Workspaces
- Custom & Group Views
- Dynamic content
- Restricted conversation views
- Skills-based routing
- Light Agents
- Occasional agents
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
5.5/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer 360
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Custom user and organization fields
- Customer Lists
- Group contacts by organization
- Identify contacts using external ID
- Organization profiles
7.8/10
- 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
- Round robin ticket assignment
7.5/10
- Business Hours
- Custom ticket fields
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- Custom status
- Multiple Ticket Forms
- Premium Sandbox
- Sandbox test environment
- Service Level Agreement (SLA) management
- Dynamic ticket forms
- SLA reporting
6.7/10
- Auto-suggest Solutions
- Approval Workflows
- Form templates
- Task Management
- 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
4/10
- 301 Redirection
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
- Article Versioning
- Community forums
- Help Center insights
8.1/10
- 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
- Endpoints
- Private custom apps
- Public apps (Marketplace)
- Gamification
1/10
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- Goals
7.8/10
- 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
- Advanced Insights
- Agent Dashboard (Agent Scorecard)
- Overview dashboard
- Team Dashboards
- Ticket lifecycle report
- Manager Dashboard (The Headquarters)
- Support Performance dashboards
- Zendesk Benchmark
6.9/10
- 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
- Advanced password policy for agents and customers
- Audit logs
- Content Delivery Network
- Custom SSL certificates (default free)
- Data center location
- Field-Level Access Control
- User provisioning
5/10
- Calling
- Live chat
- Multibrand Support
- SDK
- Email Support
- Facebook
- Phone Support (in English)
- Support Bot
- Twitter
- Web Widget
5.3/10
- 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
- Ticket templates
- Time tracking
- Watch tickets
6.9/10
- Automatic sitemap generation
- Backup
- Date comparisons
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Announcements
- Community forums
- Multiple currencies
- Agent Limit
- Facebook in-sync app
- Project Management
2.9/10
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
- Risk Management
10/10
- ITSM Process Integration
10/10
- Change Management
- Problem Management
Reviews
Help Scout
4 of 5 December 10, 2020
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 December 8, 2020
Help Scout offers wonderful customer support and a community experience. Our company has 80 employees using this software, and they are...
5 of 5 December 8, 2020
An admirable aspect is the vendor keeps improving the software by constantly releasing new features. One feature I love is “Edit this a...
Salesforce Service Cloud
4 of 5 December 10, 2020
PROS: Salesforce commerce platform offers great analytics and reporting functions, an excellent tool to expand our pro...
5 of 5 March 2, 2019
The tool helped us solve a wide range of issues but the most critical one that we managed to eliminate with this tool is the fact that ...
5 of 5 October 15, 2018
We use Salesforce Service Cloud mainly for case management throughout our wide range of services. This functionality is built within th...
Jira Service Management
4 of 5 March 22, 2020
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 October 23, 2018
JSD is pretty intuitive and does not require a lot of documentation to get started. The starter pack is pretty attractive but expect to...
4 of 5 March 12, 2018
Generally speaking, this is a very complete application. It’s very useful for both small and large teams, although more effort went int...