What users are saying about
3 Ratings
43 Ratings
3 Ratings
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Score 8 out of 100
43 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Likelihood to Recommend

C2 ATOM

This is a great tool for small to mid size companies. It does what a help desk requires. However it does not have the options of a Remedy or Service Now:
  • Access your help desk anytime, anywhere using iPhone app.
  • Create SLA and provide quality services in time, to your end users
  • Manage your purchases right from the birth of the PO
Patrice Tanguay | TrustRadius Reviewer

Help Scout

Help Scout gets major brownie points for "eating their own dog food." They are all about the Customer Experience, and they live up to this philosophy by delivering not only a very easy to use and modern product, but answering support inquiries right away (and thoroughly), and publishing an extremely helpful and insightful industry blog. So when you buy into Help Scout, you're not just getting a great software product, but also getting a great organization running behind it. Aside from that, I love how Help Scout delivers a great customer experience to our customers. It gets out of the way. Customers are not aware that we use it, in fact, they believe they are emailing directly with me. Transactions are fast and lightweight, there are not as many bells and whistles to complicate the process and slow down the support workflow.
Hammad Bin Idrees | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

C2 ATOM
7.8
Help Scout
9.0
Organize and prioritize service tickets
C2 ATOM
8.0
Help Scout
6.9
Expert directory
C2 ATOM
9.0
Help Scout
Self-service tools
C2 ATOM
8.0
Help Scout
Subscription-based notifications
C2 ATOM
6.0
Help Scout
9.5
ITSM collaboration and documentation
C2 ATOM
8.0
Help Scout
ITSM reports and dashboards
C2 ATOM
8.0
Help Scout
Ticket creation and submission
C2 ATOM
Help Scout
10.0
Ticket response
C2 ATOM
Help Scout
9.6

ITSM asset management

C2 ATOM
7.5
Help Scout
Configuration mangement
C2 ATOM
8.0
Help Scout
Asset management dashboard
C2 ATOM
7.0
Help Scout

Change management

C2 ATOM
9.0
Help Scout
Change requests repository
C2 ATOM
9.0
Help Scout
Change calendar
C2 ATOM
9.0
Help Scout

Self Help Community

C2 ATOM
Help Scout
8.5
External knowledge base
C2 ATOM
Help Scout
9.0
Internal knowledge base
C2 ATOM
Help Scout
8.0

Multi-Channel Help

C2 ATOM
Help Scout
8.0
Email support
C2 ATOM
Help Scout
9.5
Help Desk CRM integration
C2 ATOM
Help Scout
6.5

Pros

C2 ATOM

  • Great Dashboard
  • Easy to read and use graphical user interface
  • Very detailed contact list
Patrice Tanguay | TrustRadius Reviewer

Help Scout

  • 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
Santiago Valdés | TrustRadius Reviewer

Cons

C2 ATOM

  • Alerts to advise when ticket thresholds avec been exceeded
  • The chat option is unnecessary with all the communication channels available
Patrice Tanguay | TrustRadius Reviewer

Help Scout

  • 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.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

C2 ATOM

No score
No answers yet
No answers on this topic

Help Scout

Help Scout 7.0
Based on 1 answer
We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.
Anonymous | TrustRadius Reviewer

Usability

C2 ATOM

No score
No answers yet
No answers on this topic

Help Scout

Help Scout 9.0
Based on 1 answer
It is simple and intuitive. I haven't run into difficulty using any of the features that I have wanted to use. Additional help in the form of documentation or support is available as needed, and their response times are pretty good :)
Anonymous | TrustRadius Reviewer

Alternatives Considered

C2 ATOM

It all came down to cost. Total cost vs available functionalityHowever, being a Quebec based company the decision to purchase from a local company did have a factor in the decision making.
Patrice Tanguay | TrustRadius Reviewer

Help Scout

Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.
Amanda Elias | TrustRadius Reviewer

Return on Investment

C2 ATOM

  • Positive impact due to legacy application it replaced (more functionalities)
  • Offered an ITIL structured service catalog
  • Great solution that can support IT Service Center activities.
Patrice Tanguay | TrustRadius Reviewer

Help Scout

  • 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.
Leigh Malamphy | TrustRadius Reviewer

Screenshots

Pricing Details

C2 ATOM

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
$6,000

C2 ATOM Editions & Modules

On-premise Edition
C2 ATOM On-PremiseContact us
Starting Price$62.002
  1. none
  2. per month
SaaS Edition
SMALL TEAM$501
ACROSS YOUR BUSINESS$651
  1. per user per month
Additional Pricing Details
Cloud version includes monthly subscription license, updates, hosting & support. Concurrent Licensing only. Yearly plan paid annually. Custom-cloud & Enterprise version available with additional options & features. Contact our team for more details.

Help Scout

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Help Scout Editions & Modules

Edition
Standard$201
Plus$351
CompanyContact sales team
  1. per user/per month
  2. none
Additional Pricing Details

Rating Summary

Likelihood to Recommend

C2 ATOM
8.0
Help Scout
8.1

Likelihood to Renew

C2 ATOM
Help Scout
7.0

Usability

C2 ATOM
Help Scout
9.0

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