Jira Service Management vs Help Scout
Overview
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
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
Pricing
Jira Service Management
- Jira Service Management Free $0
- Jira Service Management Standard $22
- Jira Service Management Premium $49
- Free trial not available
Help Scout
- Help Scout Standard $25
- Help Scout Plus $50
- Help Scout Company $65
- Free trial not available
Feature comparison
Jira Service Management
6.4/10
- Auto Bcc
- Custom & Group Views
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Restricted conversation views
- Tags
- Agent collision prevention
- Bulk actions
- Email signatures
- Interaction History (Ticket activities)
- Macros
- Personal canned responses
- Shared canned responses
- Traffic cop
10/10
- ITSM Process Integration
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
7.5/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Customer 360
- Customer profiles
8.8/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Multi-task workflows with one-touch Scenarios
9/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
8/10
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Task Management
- Auto-suggest Solutions
10/10
- Asset Lifecycle Management
- Risk Management
10/10
- Change Management
- Problem Management
8/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Public portal customization
- Custom domain mapping
5/10
- Community forums
- Knowledge base
- Related articles
- Unlimited data
- 301 Redirection
- Internal Help Center
- Rich text Help Center articles
- SEO
8.7/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Gamification
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Google Apps (G Suite)
- HubSpot Integration
2/10
- Goals
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
8.8/10
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Performance distribution
- Save reports
- Support Performance dashboards
- Team Dashboards
- Tickets closed reports
- User-specific reporting
- Zendesk Benchmark
- Google Analytics for Help Center
- Ticket drill down in reports
7.8/10
- Ability to configure for HIPAA
- Audit logs
- Custom roles and permissions
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Log in with Google
- 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)
- Two-Factor Authentication
- User provisioning
- Business rules analysis
- Guaranteed availability SLA (1 Hour Support SLA)
- Independently Tested
- Network access restriction (IP Whitelisting)
- SSL encryption
7.1/10
- Email Support
- Multibrand Support
- Phone Support (in English)
- SDK
- Web Widget
- Calling
- Live chat
6.7/10
- Email tickets
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Support workflow
- Ticket export
- Time tracking
- Watch tickets
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
7.5/10
- Agent Limit
- Announcements
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Project Management
- Unlimited End Users
- Automatic sitemap generation
- Printer-friendly
- Voicemail integration
Help Scout
8.2/10
- Auto Bcc
- Custom & Group Views
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Restricted conversation views
- Tags
- Agent collision prevention
- Bulk actions
- Email signatures
- Interaction History (Ticket activities)
- Macros
- Personal canned responses
- Shared canned responses
- Traffic cop
0/10
- ITSM Process Integration
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
7.5/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Customer 360
- Customer profiles
10/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Multi-task workflows with one-touch Scenarios
5/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Ticket sharing
2/10
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Task Management
- Auto-suggest Solutions
0/10
- Asset Lifecycle Management
- Risk Management
0/10
- Change Management
- Problem Management
10/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Public portal customization
- Custom domain mapping
8.8/10
- Community forums
- Knowledge base
- Related articles
- Unlimited data
- 301 Redirection
- Internal Help Center
- Rich text Help Center articles
- SEO
7.3/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Gamification
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Google Apps (G Suite)
- HubSpot Integration
8/10
- Goals
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
6.3/10
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Performance distribution
- Save reports
- Support Performance dashboards
- Team Dashboards
- Tickets closed reports
- User-specific reporting
- Zendesk Benchmark
- Google Analytics for Help Center
- Ticket drill down in reports
8.3/10
- Ability to configure for HIPAA
- Audit logs
- Custom roles and permissions
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Log in with Google
- 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)
- Two-Factor Authentication
- User provisioning
- Business rules analysis
- Guaranteed availability SLA (1 Hour Support SLA)
- Independently Tested
- Network access restriction (IP Whitelisting)
- SSL encryption
5.7/10
- Email Support
- Multibrand Support
- Phone Support (in English)
- SDK
- Web Widget
- Calling
- Live chat
5.8/10
- Email tickets
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Support workflow
- Ticket export
- Time tracking
- Watch tickets
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
5.8/10
- Agent Limit
- Announcements
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Project Management
- Unlimited End Users
- Automatic sitemap generation
- Printer-friendly
- Voicemail integration
Reviews
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...
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...