Asana vs Help Scout

• Task Management - Being able to assign resources and time lines to specific activities
• Project Management - Being able to plan, execute and track project process using this tool
• Customizability - Being able to customize a solution that meets your needs or activity.

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• The interface is extremely good. It's fast, it's smart and it's easy to use. In one week we dominated it completely, with every function. It's very intuitive, which helped us onboard the hole team very quickly.
• Tagging and in general organizing tickets. It's easy and visible
• Workflows (or automatic triggers) have MANY options and you can get very efficient by using them
• Their support is very good and effective
• Docs (FAQ manager) is easy to setup and maintain. It is well linked with the other parts of HS, like answering emails or chat
• Chat is new to us (with Beacon) but so far is working fine. It's in beta and needs more features, but I'm sure they're on it

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• I think there could be improved clarity around the different levels of Asana. For example, the resources available to paid accounts are not visible from the more basic accounts, so you're not aware that there are expanded options until you look in their knowledge base and see that they have additional features.
• Exporting projects - you can export a project into a csv, but it isn't pretty. This can be challenging if you'd like to have an archived project folder for open records requests.

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• There are only 2 levels of organization in the docs sites. We cannot group the content into any more subfolder layers.
• Much of the fancy targeting in Beacon is based solely off of URLs which doesn't work for us as a single page application.
• The paging in lists of tickets isn't the most efficient. An infinite scroll would be much easier to work when you have a bunch of active tickets.

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• Asana helps improve productivity in the workspace by ensuring all team members know what projects/tasks they need to get done and by when.
• Asana helps team members stay focused on what needs to get done and allows cross collaboration between departments which greatly increases overall company productivity by not having to wait around for email responses.
• Asana is a good tool for project management and is easy to use, making it accessible for the whole company to use.

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• We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.

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