SolarWinds Service Desk vs HubSpot Service Hub vs Help Scout
Overview
SolarWinds Service Desk
For starters, we need to define what a help desk system is in the first place. Why you might be asking? It will give you a better idea of what to expect, as well as you will know h...ow to use one more effectively. So, a help desk system is a piece of software that is designed to accelerate work, eliminate mundane tasks, and push more sales. There are many different iterations of the same software and each of them has a distinct set of characteristics/functions that help businesses achieve certain results.
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
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
SolarWinds Service Desk
- SolarWinds Service Desk Team $39
- SolarWinds Service Desk Business $79
- SolarWinds Service Desk Professional $99
—
- 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
Help Scout
- Help Scout Standard $22
- Help Scout Plus $44
- Help Scout Pro $65
—
- Free trial
Feature comparison
SolarWinds Service Desk
6.5/10
- Add reminders on to-dos
- Agent collision prevention
- Bulk actions
- Custom & Group Views
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Private Comments within tickets
- Restricted conversation views
- Skills-based routing
- Tags
- To-dos
- Auto Bcc
- Canned forms
- Dynamic content
- Email scheduling
- Macros
- Personal canned responses
- Responsive, mobile-friendly Help Center
- Shared canned responses
- Traffic cop
10/10
- Asset Relationship Mapping
- ITSM Process Integration
10/10
- Collaboration
6.9/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Device data log
- Group contacts by organization
- Organization profiles
- Customer 360
- Customer Lists
- Customer segments
- Net Promoter Score® Surveys (Feedback)
7.5/10
- 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
- Auto reply
8.9/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- Sandbox test environment
8.3/10
- Approval Workflows
- Customize Incident Lifecycle
- Form templates
- Service Catalog
- Task Management
- Auto-suggest Solutions
10/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
- Warranty Information
10/10
- Change Management
- Problem Management
- Release Management
7.1/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (Help Center)
- FreshThemes gallery
4.4/10
- Community forums
- Knowledge base
- Rich text Help Center articles
- Unlimited data
- 301 Redirection
- Help Center insights
- Related articles
- Internal Help Center
- SEO
5.7/10
- API rate limit
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Zapier integration
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Private custom apps
- Webhooks
- HubSpot Integration
1.5/10
- Mobile Devices
- People Shared Services Ready
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Goals
- Open tracking
- Playbooks
- Sequence queues
- Beacon builder
- Javascript API
- Update conversations remotely
5.6/10
- Agent Dashboard (Agent Scorecard)
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Save reports
- Schedule Reports
- Zendesk Benchmark
- Analytics
- Performance distribution
- Support Performance dashboards
- Team Dashboards
- Ticket drill down in reports
- Ticket volume trends
- Tickets closed reports
- User-specific reporting
6.4/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SSL encryption
- User provisioning
- Custom email servers
- Digitally signed emails (DKIM/DMARC)
- Log in with Google
- Two-Factor Authentication
- Business rules analysis
- Guaranteed availability SLA (1 Hour Support SLA)
- Independently Tested
- Network access restriction (IP Whitelisting)
- SPF(Sender Policy Framework)
3.1/10
- Chat Support (in English)
- Email Support
- Guidance Program
- Phone Support (in English)
- Calling
- Customer Success Manager
- Facebook
- Live chat
- Professional Services
- Support Bot
- Web Widget
- Multibrand Support
- SDK
6.4/10
- Custom Email Templates
- Email tickets
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Support workflow
- Ticket export
- Time tracking
- Email forwarding
- Mailboxes (inboxes)
- Satisfaction surveys - Customizable
- Spam filtering
- Watch tickets
5.5/10
- Announcements
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Facebook in-sync app
- Multiple currencies
- Automatic sitemap generation
- Date comparisons
- Voicemail integration
HubSpot Service Hub
7.7/10
- Add reminders on to-dos
- Agent collision prevention
- Bulk actions
- Custom & Group Views
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Private Comments within tickets
- Restricted conversation views
- Skills-based routing
- Tags
- To-dos
- Auto Bcc
- Canned forms
- Dynamic content
- Email scheduling
- Macros
- Personal canned responses
- Responsive, mobile-friendly Help Center
- Shared canned responses
- Traffic cop
0/10
- Asset Relationship Mapping
- ITSM Process Integration
0/10
- Collaboration
9.2/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Device data log
- Group contacts by organization
- Organization profiles
- Customer 360
- Customer Lists
- Customer segments
- Net Promoter Score® Surveys (Feedback)
8.8/10
- 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
- Auto reply
8.9/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- Sandbox test environment
1.7/10
- Approval Workflows
- Customize Incident Lifecycle
- Form templates
- Service Catalog
- Task Management
- Auto-suggest Solutions
0.9/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
- Warranty Information
0/10
- Change Management
- Problem Management
- Release Management
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
- Community forums
- Knowledge base
- Rich text Help Center articles
- Unlimited data
- 301 Redirection
- Help Center insights
- Related articles
- Internal Help Center
- SEO
9.3/10
- API rate limit
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Zapier integration
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Private custom apps
- Webhooks
- HubSpot Integration
6.2/10
- Mobile Devices
- People Shared Services Ready
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Goals
- Open tracking
- Playbooks
- Sequence queues
- Beacon builder
- Javascript API
- Update conversations remotely
7.2/10
- Agent Dashboard (Agent Scorecard)
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Save reports
- Schedule Reports
- Zendesk Benchmark
- Analytics
- Performance distribution
- Support Performance dashboards
- Team Dashboards
- Ticket drill down in reports
- Ticket volume trends
- Tickets closed reports
- User-specific reporting
4/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SSL encryption
- User provisioning
- Custom email servers
- Digitally signed emails (DKIM/DMARC)
- Log in with Google
- Two-Factor Authentication
- Business rules analysis
- Guaranteed availability SLA (1 Hour Support SLA)
- Independently Tested
- Network access restriction (IP Whitelisting)
- SPF(Sender Policy Framework)
8.5/10
- Chat Support (in English)
- Email Support
- Guidance Program
- Phone Support (in English)
- Calling
- Customer Success Manager
- Facebook
- Live chat
- Professional Services
- Support Bot
- Web Widget
- Multibrand Support
- SDK
8.6/10
- Custom Email Templates
- Email tickets
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Support workflow
- Ticket export
- Time tracking
- Email forwarding
- Mailboxes (inboxes)
- Satisfaction surveys - Customizable
- Spam filtering
- Watch tickets
4.5/10
- Announcements
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Facebook in-sync app
- Multiple currencies
- Automatic sitemap generation
- Date comparisons
- Voicemail integration
Help Scout
6.9/10
- Add reminders on to-dos
- Agent collision prevention
- Bulk actions
- Custom & Group Views
- Edit/hide threads
- Email signatures
- Filtered Search
- Group your agents
- Interaction History (Ticket activities)
- Keyboard shortcuts
- Mobile app
- Multilingual (Multiple) content
- Private Comments within tickets
- Restricted conversation views
- Skills-based routing
- Tags
- To-dos
- Auto Bcc
- Canned forms
- Dynamic content
- Email scheduling
- Macros
- Personal canned responses
- Responsive, mobile-friendly Help Center
- Shared canned responses
- Traffic cop
0/10
- Asset Relationship Mapping
- ITSM Process Integration
10/10
- Collaboration
4.6/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Custom user and organization fields
- Customer profiles
- Customer satisfaction ratings (CSAT)
- Device data log
- Group contacts by organization
- Organization profiles
- Customer 360
- Customer Lists
- Customer segments
- Net Promoter Score® Surveys (Feedback)
10/10
- 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
- Auto reply
5.6/10
- Business Hours
- Custom status
- Custom ticket fields
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- Ticket file attachment size
- Ticket sharing
- Sandbox test environment
1.7/10
- Approval Workflows
- Customize Incident Lifecycle
- Form templates
- Service Catalog
- Task Management
- Auto-suggest Solutions
0/10
- Asset Auto-discovery
- Asset Lifecycle Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- QR and Barcode Asset Scanner
- Risk Management
- Software Asset Management
- Software License Management
- Warranty Information
0/10
- Change Management
- Problem Management
- Release Management
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
- Community forums
- Knowledge base
- Rich text Help Center articles
- Unlimited data
- 301 Redirection
- Help Center insights
- Related articles
- Internal Help Center
- SEO
7.9/10
- API rate limit
- Google Apps (G Suite)
- Integration with Atlassian Jira
- Integrations
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Zapier integration
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Private custom apps
- Webhooks
- HubSpot Integration
3.1/10
- Mobile Devices
- People Shared Services Ready
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Goals
- Open tracking
- Playbooks
- Sequence queues
- Beacon builder
- Javascript API
- Update conversations remotely
5.6/10
- Agent Dashboard (Agent Scorecard)
- Custom Reports
- Export reports
- Google Analytics for Help Center
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Save reports
- Schedule Reports
- Zendesk Benchmark
- Analytics
- Performance distribution
- Support Performance dashboards
- Team Dashboards
- Ticket drill down in reports
- Ticket volume trends
- Tickets closed reports
- User-specific reporting
7.6/10
- Ability to configure for HIPAA
- Advanced password policy for agents and customers
- Audit logs
- Custom roles and permissions
- Custom SSL certificates (default free)
- Data center location
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- GDPR compliance
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SSL encryption
- User provisioning
- Custom email servers
- Digitally signed emails (DKIM/DMARC)
- Log in with Google
- Two-Factor Authentication
- Business rules analysis
- Guaranteed availability SLA (1 Hour Support SLA)
- Independently Tested
- Network access restriction (IP Whitelisting)
- SPF(Sender Policy Framework)
3.1/10
- Chat Support (in English)
- Email Support
- Guidance Program
- Phone Support (in English)
- Calling
- Customer Success Manager
- Facebook
- Live chat
- Professional Services
- Support Bot
- Web Widget
- Multibrand Support
- SDK
5/10
- Custom Email Templates
- Email tickets
- Merge tickets
- Outbound email
- Outgoing SMTP settings
- Public and private notes in tickets
- Support workflow
- Ticket export
- Time tracking
- Email forwarding
- Mailboxes (inboxes)
- Satisfaction surveys - Customizable
- Spam filtering
- Watch tickets
6.4/10
- Announcements
- Backup
- Community forums
- Notifications
- Printer-friendly
- Unlimited End Users
- Facebook in-sync app
- Multiple currencies
- Automatic sitemap generation
- Date comparisons
- Voicemail integration
Reviews
SolarWinds Service Desk
4 of 5
The service desk was easy to implement and frankly, it meets all of our needs. With it, we can post various solutions in an easy to dig...
4 of 5
Samanage is a powerful tool that is made to track assets, keep IT in order, and most importantly, manage work orders. It is a perfect s...
5 of 5
The best part of Samanage is that it allows you to track the entire life-cycle of a ticket. Ever since we started to use Samanage our p...
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 ...
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...