Help Scout vs Zoho Desk
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
Zoho Desk
Designed to deliver top of the line customer support, Zoho Desk is a platform that companies use to increase agent productivity, devise more accurate analytics, and improve general...workflow. The tool is also used to determine KPIs, as well as identify performance bottlenecks. It is a robust system that is trusted by many big name companies. It has gained trust among marketers, managers, retailers, and business owners as it allows them to provide a unified customer service that is not only of high quality but round-the-clock.
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
Zoho Desk
- Zoho Desk Free $0
- Zoho Desk Standard $20
- Zoho Desk Professional $35
- Zoho Desk Enterprise $50
- Free trial not available
Feature comparison
Help Scout
8.2/10
- 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
- Custom & Group Views
- Light Agents
- Restricted conversation views
10/10
- Collaboration
6/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer 360
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Custom user and organization fields
- Group contacts by organization
- Organization profiles
- Satisfaction Prediction
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
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
5/10
- Auto-suggest Solutions
- 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
7.9/10
- 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
- Endpoints
- Private custom apps
- Public apps (Marketplace)
2.1/10
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
- Active Blueprints per Module
- Call transcription
- Common Transitions per Blueprint
- Custom Functions in Blueprints
- Custom Functions using Deluge script
- Fields and Actions per Transition
- Global Reports
- Integration with Zoho products
- MSP
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
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)
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Schedule Data Export
- Schedule Reports
- Support Performance dashboards
- Ticket volume trends
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
- Content Delivery Network
- Custom email servers
- Custom SSL certificates (default free)
- Data center location
- Field-Level Access Control
3.1/10
- Calling
- Live chat
- Multibrand Support
- SDK
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Phone Support (in English)
- Professional Services
- 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
- Split tickets
- Ticket export
- Ticket templates
- Time tracking
- Watch tickets
7.8/10
- Automatic sitemap generation
- Backup
- Date comparisons
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Community forums
- Facebook in-sync app
Zoho Desk
8.2/10
- 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
- Custom & Group Views
- Light Agents
- Restricted conversation views
10/10
- Collaboration
10/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer 360
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Custom user and organization fields
- Group contacts by organization
- Organization profiles
- 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
- Round robin ticket assignment
10/10
- 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
10/10
- Auto-suggest Solutions
- 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
8/10
- 301 Redirection
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
- Article Versioning
- Community forums
- Help Center insights
9.3/10
- 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
- Endpoints
- Private custom apps
- Public apps (Marketplace)
7.9/10
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
- Active Blueprints per Module
- Call transcription
- Common Transitions per Blueprint
- Custom Functions in Blueprints
- Custom Functions using Deluge script
- Fields and Actions per Transition
- Global Reports
- Integration with Zoho products
- MSP
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
8.8/10
- 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
- Schedule Data Export
- Schedule Reports
- Support Performance dashboards
- Ticket volume trends
8.3/10
- 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
- Content Delivery Network
- Custom email servers
- Custom SSL certificates (default free)
- Data center location
- Field-Level Access Control
10/10
- Calling
- Live chat
- Multibrand Support
- SDK
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Phone Support (in English)
- Professional Services
- Support Bot
- Twitter
- Web Widget
10/10
- 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
- Split tickets
- Ticket export
- Ticket templates
- Time tracking
- Watch tickets
8.9/10
- Automatic sitemap generation
- Backup
- Date comparisons
- Notifications
- Printer-friendly
- Unlimited End Users
- Voicemail integration
- Community forums
- Facebook in-sync app
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...
Zoho Desk
October 18, 2020
It's an awesome platform. Very nice to see Zoho Desk as one of the standout products in G2Crowd. It deserves to be up there with other ...
October 1, 2020
Zoho Desk is one of the simplest tools for making and tracking tickets to help resolve problems brought up by customers. This can easil...
5 of 5 September 30, 2020
Its task distribution system, client database management, reporting, and chat system are some of the best features found in this tool. ...